Test the NBN service is working

As you move to the NBN your telco must check that your new service is working correctly. These rules are set out in the NBN Continuity of Service Standard and the NBN Service Migration Determination.

These rules say that telcos must:

• run tests after setting up the NBN
• offer you access to a working service if there are problems with your NBN connection
• check the speed of your NBN connection

After your NBN has been set up, your telco must do a test to see if your service is working. Your telco often does this test by accessing your modem remotely.

Your telco might not be able to do this test if the modem you are using is not one that they gave you. Your telco must explain this to you.

If post-migration tests show your NBN service isn’t working the telco has 3 days to fix the problem. If they still can’t fix the problem, they must provide you with access to a working service or some form of compensation. 

If you have agreed to an alternate service, like a mobile broadband, your telcos must supply it within:

• 3 days if you are in a city
• 4 days if you are in a major rural area
• 5 days if you are in a rural area

Telcos cannot:

• charge you more than the lowest speed plan they offer
• charge you for a service that isn’t working 

If you want to know more about the cause of your problem and how it will be fixed, ask your telco.

For NBN services that use the existing copper network, there are rules for speed tests. After the telco knows the service is working, they must then check the speed of the service. 

This test shows if you can get the top speeds listed on the service contract. The telco must let you know:

• the top speed your connection can get
• that you can exit the contract at no cost if they can't deliver the speeds they advertise
• that there is no cost for you to move to a lower speed plan at a lower price, which reflects the speeds you actually get, if they offer one.

Telcos can’t charge you for a service if you can’t receive the top speed they list in the contract. This rule only applies for the first 10 working days after the telco notifies you about the speed test results. 

We monitor the telco industry and investigate complaints about telcos that break the rules.

If we find that a telco has broken the rules, we may apply a penalty or start court proceedings.