NBN Connections
Is my property eligible for an nbn or Opticomm pre-installation?
The network carrier of your property is dependent on the available network determined by your developer in Greenfields estates. If you are unsure, please send through your details and we can let you know.
What equipment is installed with NBN connections?
NBN Utility box, NBN Gateway (NTD), internal and external fibres to connect you to the network.
I received an email that my address is ‘not in service’. What do I do?
You are not required to do anything at this stage. Our team will be chasing NBN for a Ready for Service date for your property and continuously trying to apply for an nbn-Preinstallation to your home. Once we receive the authority to make the connection to the network, we will complete the installation of the NBN equipment. If you have any queries regarding this, please send through an enquiry below.
We received a ‘We Missed You’ card. How do I arrange a technician to return?
Please send your details through and we will contact you to arrange an appointment.
How do I receive a connection through my retailer even though the equipment has been installed?
If your connection has been recognised by nbn as within the boundary of a new development, you will incur a $300 New Developments fee through your retailer when requesting for a new service. Please make payment to receive a service.
All the equipment is there but my NTD is missing- how do I get a new one?
You will need to report your missing NTD with your preferred service provider. Unfortunately, all NTDs have their own unique serial number that is attached to your address. We are unable to install another NTD as there will be a mismatch with the network and a service cannot be achieved.
My equipment has now been installed but I am having service issues and interruptions. What should I do?
Once the NBN equipment has been installed to your property, all issues related to your service connection will need to be managed and remediated through your chosen retail service provider.
Opticomm Connections
What is involved with the Opticomm process?
If your new home is being constructed within an estate serviced via the Opticomm Network, all network connections require upfront payment, which facilitates the installation of the required equipment. This is a one-time set-up fee that enables you to connect your phone/ internet (or Foxtel) plan through a supporting Retail Service Provider (RSP) upon settlement. For more information on this process, please send an enquiry below.
What is the fee associated with my Opticomm connection?
The fees vary from estate to estate depending on the available infrastructure and services your developer has opted into. We can provide a quote of the costs involved if you send through your details in the below form. Please note that receiving a quote is not an obligation to proceed with the installation, and part payments are not available.
It is the past the due date on my invoice. Can I still make payment?
Yes, you can still make payment past the due date. Prices are fixed for Opticomm connections.
If I sign the form, am I obligated to proceed with the connection?
There is no obligation to proceed with the installation if you provide the form. We will only commence the connection process once payment has been received.
I’ve already made payment to the builder for my NBN/ Opticomm package. Is it the builder’s responsibility to make payment for the Opticomm connection?
The builder can only provide provisions within the property boundary and the premise and does not include allowances for network fees. These provisions include the internal wiring, and lead in conduits- necessary for the home to be connected to the network, making your home nbn/ Opticomm ready. Should you choose to connect the network, all associated fees and charges are the responsibility of the homeowner.
How long does the process take?
Provided the network is available and we have received payment, we can organise your connection within 7 business days or when your site supervisor has advised that your property is ready for the connection. Note: If there are any network faults impacting your connection, we will liaise with the responsible network owner for rectification.
My property is currently not ‘in service’. What does this mean?
Unfortunately, this means the network infrastructure is currently being built in your area or requires additional works to become live. Our team will be following up with the network owner to see how far off they are from completion to apply for a connection to your home. Please note that during this period, we cannot ascertain a price for your connection as the network is still in progress and not yet ready for connections. Once we receive confirmation that connections can be made, our team will reach out to you with a quote to complete the Opticomm set-up to your home. If you have any questions regarding this, please send an enquiry below.
The equipment has been installed but I can’t receive a service?
Once the Opticomm equipment has been installed to your home, a service will need to be applied for via your preferred retail service provider. Please apply a relevant service plan with your chosen retailer for them to send out a router to you to connect your home network.
The equipment has been installed but my retailer is unable to recognize my address?
Please ensure that you have chosen a provider that supports the Opticomm network. Please use the following link to best assist https://www.opticomm.net.au/residents-2/service-providers-2 Please note: Telstra is not available for new connections, only available for existing Velocity Customers If the chosen service provider is a part of the list, please provide your lot number to the service provider for a connection. There are times that Opticomm only recognises a property by their lot number. If your property still cannot be recognised, please send an enquiry below and we will investigate this further for you.
I have received my modem from the retailer, but I cannot get connected to the internet. There is a red light showing on my Opticomm equipment.
Please lodge a fault ticket through your retail service provider. The issue will be escalated directly to Opticomm who will be in touch to have the fault investigated and remediated.
Do I get a TV service through my Opticomm connection?
In eligible estates, Free To Air TV, and Foxtel (dependent on you requesting a service from them) can be received by connecting to Opticomm’s network. This would mean that an antenna is not required for you to receive a TV service.
I am unable to receive a TV connection?
Please ensure that your equipment (Kingray device) is connected to a TV splitter supplied by your builder. If your problem persists, please send a photo of your installation and send through an enquiry below.
I do not receive a consistent TV service?
Unfortunately, STELA Group can only provide assistance with the installation of the equipment. For further information regarding your TV service, please visit https://www.opticomm.com.au/support/faqs/. If your issue cannot be resolved, please submit a Television Fault via Opticomm’s website at https://www.opticomm.com.au/contact/television-faults/
I have received a failed installation form from Opticomm and have been referred to you to complete the repair. What do I need?
Please attach your failed installation form from Opticomm and send through an enquiry below for our team to assist. Please note that once repairs have been arranged and completed, you will need to re-engage Opticomm to attend to complete the connection.
