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The map was prepared using available data from Telstra (June 2016), nbn (October 2015) and the Department of Communications and Arts (MyBroadband Version 4 2016). It identifies areas, and the reasons, that may be unable to get an ADSL service and when these areas will have services over NBN.

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Consumers who are unable to get a broadband service often face a confusing and frustrating time.

ACCAN's Get Connected resource aims to help consumers understand the issues around why they are unable to get a broadband service and tips on how to get a service.

The mapping tool helps to understand the reasons that prevent a neighbourhood from getting an ADSL (Asymmetric Digital Subscriber Line) broadband service. For example, if there are few ports available at the local exchange, if the neighbourhood is too far from an exchange or if the exchange is not ADSL enabled. It also provides consumers with a timeline of how long the neighbourhood may have issues.

The six helpful steps suggest actions that consumers can take to get a broadband service.

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Home wireless provides internet at one location using a modem/gateway device with a mobile SIM card. It requires power from a socket in your house. A number of people and devices can connect to the internet through the modem/gateway.

It is important to check that the provider offers coverage at your house!

• Optus
• Telstra
• Vivid Wireless
• Exetel

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Join the discussion on our Facebook Broadband Help group to share your experiences and connect with similar consumers.

Contact ACCAN at This email address is being protected from spambots. You need JavaScript enabled to view it. if you are unable to get a service, or if you are a provider who can offer consumers’ services.

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Mobile broadband plans are designed to be used on the go. The SIM card inserts into one device, such as a tablet or phone. For more than one person or device to connect you need to 'hotspot' the device.

It is important to check that provider offers coverage in your house!

• Amaysim
• Jeenee Mobile
• Optus
• Ovo
• Spintel
• Vaya
• Yomojo

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Fixed wireless broadband provides internet using an antenna dish installed on your house.

Here are some that we are aware of:

• Acenet AirStream (NSW Southern Highlands)
• Aussie Broadband (Gippsland, Western Victoria, South Australia)
• Beam Internet (Barossa Valley and Regional SA)
• BITS wireless
• Bitwave Networks (NSW – Parks)
• Clear broadband (Perth, Tasmania, Brisbane, Melbourne and Adelaide)
• Clearstream Broadband (QLD – Brisbane, Ipswich, Lockyer Valleys)
• Countrytell (NSW- Hunter, Mid North Coast)
• Dreamtilt (QLD)
• DCSI (West Gippsland)
• Gtelecom (Greater Melbourne area)
• iiNet WiMax (South Australia)
• Just IP (regional NSW and Queensland)
• Lightning Broadband 
• Next Gen Wireless (Queensland and Northern Territory)
• Node1 (Geraldton, Walkaway, Dongara and Perth)
• NuSkope (South Australia)
• Red Broadband (Western Australia)
• Red fox (QLD)
• Shoalhaven Internet (NSW - Shoalhaven)
• Speedweb (VIC - Morewell, Traralgon, La Trobe Valley)
• Splash Internet (NSW Eden area)
• Tasmanet (Tasmania)
• The Signal Co (Canberra)
• Wires Broadband (Gold Coast, Sunshine Coast and Northern New South Wales)
• Wi Sky (regional NSW and Queensland)
• Uniti Wireless (Adelaide)
• YLess4U (ACT)
• Yourhub (Townsville, suburbs and surrounding areas)

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There are a number of companies that have their own ADSL equipment. If one provider has no availability, another might. Here are some companies that have their own ADSL equipment:

• Aussie Broadband
• Eftel
• iiNet
• Internode
• iPrimus
• OnTheNet (Queensland)
• Optus
• Telstra
• TPG
  
  

There may also be other fixed line networks that operate in your area that you may be able to use, such as:

• iiNet VDSL2 (ACT)
• Optus Cable (Sydney, Melbourne, Brisbane)
• Telstra (Velocity, South Brisbane, Cable)
• Wondercom FTTB
  
  

If you are in a new development you may have access to other networks. You can check the new developments map to see if you are covered.

Check nbn to see when you will be connected to the National Broadband Network.

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Ask your provider if your request for service can be added to a waiting list.

Providers should keep your address and notify you when services become available in the future.

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Not being able to get an internet service can be extremely frustrating.

ACCAN has put together these options of broadband services for consumers struggling to get an ADSL internet service.

Note: We have assumed that an average household needs at least 50GB of data a month. Each household is different. An average house using Satellite internet uses 32GB of data a month (April 2017), while an average house using NBN internet uses 160GB a month (March 2017).

Download: Six helpful steps if you cant get a broadband service46.62 KB

Download: Six helpful steps if you cant get a broadband service260.59 KB

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Everyone should have measures in place to protect themselves online. Here are some useful tips:

1. Use strong passwords
   
   Passwords should be hard to guess but easy to remember. Some things to consider:
   
   
   1. Use long passwords (8-12 characters)
      
      
   2. Use a variety of lower and upper cases, special characters (e.g. $, #, *), and numerals
      
      
   3. Avoid using common names and places.
      
      
2. Keep your devices, application software and operating system up to date.
   
   
3. Secure your home and office Wi-Fi with encryption and a password.
   
   
4. Install a firewall to stop unwanted internet traffic that may be harmful for your computer.
   
   
5. Back up your data regularly.
   
   
6. Do not provide personal or financial information over emails.
   
   
7. Do not open or respond to emails if you do not know the sender.

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As a customer you will deal mainly with your retailer service provider.

Below is a list of steps that you might take, who to contact, and what might happen.

 How to effectively complain and ensure your rights

1. Outline your problem and the outcome that you want to your retail service provider. Ask for a response in a reasonable timeframe (e.g. two weeks). Make a note of all your dealings with your retail service provider for future reference.
   
   
2. If your issue is not resolved contact the Telecommunications Industry Ombudsman
   
   

Where do I get more information?

Contact details:

• ACCC on: 1300 302 502
  
  
• Activ8me: 13 22 88
  
  
• ANT Communications: 1300 268 266
  
  
• BorderNet: 1300 730 302
  
  
• Clear Networks: 1300 855 215
  
  
• Harbour ISP: 1300 366 169
  
  
• IPSTAR: 1800 477827
  
  
• nbn: 1800 687 626
  
  
• Reach Net: 1800 687 626
  
  
• Sky Mesh: 1300 759 637
  
  

• TIO: 1800 062 058
  
  

Further consumer tips can be found on our website.

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Sky Muster will also be used to deliver services in partnership with educational, community and healthcare service providers.

For example, educational services will be delivered in partnership with State and Territory Departments of Education. The process for connecting will differ depending on the body delivering the service.

My child receives distance education, what service will they receive and when?

Premises with geographically isolated children who receive distance education and are in Sky Muster designated areas, may be eligible to receive a second service to their premises which offers an additional 50GB per month per student (up to 150GB for 3 students - special arrangements may be made for sites with more than 3 students).

Your RSP will be able to verify the process required to place an application. Arrangements are on a state and territory basis.

There are currently four providers offering education services over Sky Muster. You can choose between two speed tiers (12/1Mbps and 25/5Mbps) and port options (all children's education through the same port or different ports).

Activ8me

ANT Communications

Harbour ISP

Sky Mesh

Is this available for other education services, such as university?

No, educational services will only be available to distance education school children.