FAQs

How long does it take for a connection to go live?
It is a case by case basis that depends on your situation. Every appointment allocated is the earliest one available at the time of order. If you already ha...
Fri, 5 Apr, 2019 at 9:28 AM
How long does it take for the Netcomm router to be delivered?
You will be provided with a tracking number 2 days after your ‘Access service delivery date’ email is given to you. At this stage, the details necessary fo...
Fri, 5 Apr, 2019 at 9:28 AM
Why can't I see my tracking details when I put them into the star track website?
If you have been given a tracking number, and there is no information when put into star track’s website, please check back again later that day as it may t...
Fri, 5 Apr, 2019 at 9:29 AM
Do you support any other billing methods aside from direct debit via a credit card?
Hello Broadband only offer direct debit via a credit or debit card as a payment method.
Fri, 5 Apr, 2019 at 9:29 AM
What are your support hours?
Monday to Friday 8am to 6pm (AEDT). An email may also be sent to support@hellobroadband.com.au at any time and we will get back to you as soon as possible....
Fri, 5 Apr, 2019 at 9:29 AM
Can I reschedule my technician appointment?
Yes you can reschedule your technician appointment if the original date and time do not suit.
Fri, 5 Apr, 2019 at 9:29 AM
Do I need to be home for the technician appointment?
It is always recommended to be in attendance for your Access service delivery date in case a technician needs site access, however, some Access service deli...
Fri, 5 Apr, 2019 at 9:30 AM
If I supply my own router will your support team help me configure it?
If supplying your own router, you will need to ensure that it’s compatible with the NBN service being delivered to your home and that it isn’t locked to a p...
Fri, 5 Apr, 2019 at 9:30 AM
Why do I have to pay a $300 activation fee to connect the NBN to my home?
Some properties still require additional infrastructure installed before a service can be delivered. In the instance that a New Copper Pair Charge or New De...
Fri, 5 Apr, 2019 at 9:30 AM
Do I need to cancel my current connection with my existing provider when moving to Hello Broadband?
It’s always recommended that you give your existing provider a call when switching over to our services. If we’re churning your NBN connection across to us,...
Fri, 5 Apr, 2019 at 11:33 AM