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Help & Troubleshooting

Before troubleshooting, you may check Network Status to see if there are any outages or known issues with our network in your area.

If there is no Outage, please check your Account Balance. If it is overdue, as your service may be restricted

If your internet isn’t working, there could be a number of causes. Line issues, faulty modem and internal wiring problems are common causes of internet faults.Troubleshoot and Log a fault online to help fix the problem.


Your iPrimus modem will arrive ready to go. Just plug it in! If you still need help setting-up, you can view our set-up guide here.

The router Gateway that iPrimus will provide allows the following connections:

  • 3 Ethernet ports – used for direct cabling to your computers, printers and other devices.
  • 2 USB ports – USB-supported devices can be connected here. Devices, such as external hard drives, can be connected here.
  • Wi-Fi wireless connectivity – many devices can be connected wirelessly to our network using Wi-Fi. Remember that the more devices you have connected at once using Wi-Fi the slower the actual speeds you experience on your service may be.
  • 2 phone ports – this will be for you to plug in additional handsets depending on your voice service.
  • Voice port – located on the nbn™ Fibre Network Termination Unit [NTU] installed at your home/small business that will be used for your True Fibre VoiceTM service on the nbn™.
  • Wide Area Network [WAN] port – this connects you to the nbn™ NTU.

Help & Troubleshooting

Slow internet can be caused by:

  • Number of users sharing the same connection
  • The type of activities done (streaming, downloading, etc.)
  • Your device type and specifications
  • Your location and distance from the exchange
  • Your network access (NBN, ADSL, Cable, etc.)
  • The quality of the infrastructure
  • Peak and Off-peak periods

To know more about what plan/speed fits your internet needs, you may check nbn™ speeds

You may also check out our DIY 'I am experiencing slow speeds’ troubleshooting page and follow the steps to find out more.

Our Technical Support team may advise Modem or Fetch TV box replacement to fix your issues.

You’ll receive an SMS from us with the tracking information. It normally takes 2-5 business days to arrive and you can visit Toll Website to track your delivery.

The faulty hardware needs to be returned to us via Australia Post. We will send return instructions via SMS. Non-return fee applies if we do not receive your modem in 30 days

We’ll contact you when we have an update available. You can also follow up by getting in touch on live chat.

Your iPrimus Internet and Fetch service comes with a leased hardware. The modem and/or Fetch TV box must be returned to us in case of replacement or cancellation.

  • We will send you an SMS and email with instructions.
  • Please ensure that hardware is complete when returning. The modem must include Ethernet cable, Power Cord, Phone Cord, ADSL Filter/Splitter, and the modem/router. The Fetch TV box must include the remote (batteries removed), power lead (with the power pack), HDMI cable, Ethernet cable, and the set top box.
  • Drop your modem and/or Fetch TV box off to an Australia Post store and give them your return code. Australia Post will organise for your modem to be returned at no cost to you.
  • If you don’t have a code yet, chat us here before you go to Australia Post.
  • Keep your receipt.

Hardware non-return fee applies if we do not receive your hardware within 30 days.

Internet Security & Protection

Today’s children (and their parents) face a number of challenges that are very different from earlier generations. Children now have access to many online sources of information, socialization and entertainment. With sites such as You Tube, Facebook, Twitter and other Internet web sites, people, young and old, can interact with each other easier than ever, from anywhere in the world.

It is not uncommon for children as young as 5 to be exposed to the internet, and as they grow up, they’ll continue to surf the web, watch online videos, play online games and communicate with others via social media or other apps.

The internet can be a great place for both entertainment and communication, but it is not without potential risk, as cyberbullying, cyberstalking, child exploitation and more have become more prominent.

There a number of useful online resources available to help you better understand the possible risks and protect your children.

Useful links:

Australian Institute of Family Studies

Online safety

eSafety Commissioner

Advice for parents

Advice Overview

Online safety basics



Standard installation fees are:

  • $99 for customers on a month to month plan
  • Free for customers on a 12-month plan

Non-standard installation may incur charges. A $300 New Development Charge by the nbn™ may apply to newly developed areas.

New Development Charges are billed in three instalments over three monthly bills.

We’ll give you nbn™ connection status updates via email and SMS. If you would like to follow up, you can contact us directly via live chat.

Your iPrimus service comes with a leased modem. You’ll receive an SMS from us with tracking information.

It normally takes 2-5 business days to arrive. You can also visit Toll Website to track your delivery.

When you’ve connected to the nbn™, your phone line will connect through the nbn™ too. Plug your phone line straight into the back of your modem for it to work.

Get in touch

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