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If your broadband speeds are consistently lower than those advertised by your internet service provider (ISP) or is unreliable at any time during the day, you should contact your provider and clearly state that you want to make a complaint.
Explain how your internet is slow or unreliable. Evidence, such as recorded speed tests (many IPSs offer this on their website, or you can try other online speed tests such as Ookla’s Speedtest) or examples of times when you are unable or have difficulty using the service.
Read more: How to make a complaint about slow broadband speeds
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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!
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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!
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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:
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).
1. Waiting list
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.
2. Check other fixed providers
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:
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.
3. Check fixed wireless options
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)
4. Check home wireless options
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!
5. Check mobile broadband options
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!
6. Share your experiences and solutions
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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How the nbn offers services to retail service providers and the prices that it charges them is set out in a document called the ‘Special Access Undertaking (SAU)’. It is an important document that was first agreed in 2013 and will affect the price and quality of telecommunication services until 2040.
Earlier this year nbn asked for a number of changes to the document. The Australian Competition and Consumer Commission (ACCC) has the power to decide if the changes proposed are in the interest of consumers and has asked for feedback on them.
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Do you sometimes act as a ‘proxy internet user’ – where you use online services and applications on behalf of someone else who otherwise makes limited use of the internet? Proxy internet assistance often takes place within families – notably elderly parents being helped by their adult children. Other proxy users include people acting in a professional capacity – for example carers, social workers and other public-facing professionals who assist clients with specific online tasks.
Read more: Using the internet on behalf of others
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The Australian Consumer Law (ACL) came into effect five years ago. The Productivity Commission is reviewing how well the ACL is being enforced and administered by the ACCC and state and territory regulators.
We want to make sure that all Australians receive equal protection under the ACL, regardless of where they live. We also want to ensure that consumers have access to the right information so they can make informed choices about which products and services to buy.
Read more: Australian Consumer Law – Enforcement and Administration Inquiry
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The Australian Communications Consumer Action Network (ACCAN) believes that consumers need more information on broadband speeds and that this information should be clear and presented upfront. Broadband performance issues are the highest growing area of consumer complaints to the Telecommunications Industry Ombudsman, and ACCAN is regularly contacted by consumers about unusable broadband services.
ACCAN’s submission to the ACCC’s consultation on broadband speed claims highlights that information provided to consumers about broadband speeds is often confusing and can also be misleading as claimed speeds frequently don’t match reality.
Read more: Consumers need clear information about broadband speeds