FAQ

Quick answer: As of 2nd April 2016, the federal government required nbnco to implement a $300 (inc GST) charge for all connections made in areas they have identified as within the boundary of a new development.

• If you are the first resident to move into a brand-new development, then nbnco will charge the ISP you choose and they will pass this once off fee onto you.
• If you are a resident moving into an apartment complex which is relatively new and at this address and NBN services has never been provided and you want one, then this fee will apply.

Other private fibre network operators also have this new development charge and this charge may vary slightly between operators.

You will understand this fee as it is similar to the old Telstra Fee to get your first telephone line connect in a new property. This used to be $299. Once you had this you could choose who was going to be your telephone and ADSL Internet provider.

If you’re renting and this NBN New Development Charge applies, we recommend you request your landlord to reimburse you the $300 charge as it is a once off charge that only applies when you first connect your rented property to the NBN with nbnco and other alternate fibre operators (the next tenant won’t have to pay for it which makes it a once off property cost).

If your landlord (or real estate agent) is unwilling to reimburse you for this one-off charge, we recommend you contact and seek advise from your State or Territory consumer protection agency as depending on the law in your State or Territory, your landlord may be required to reimburse you.

Visit the ACCC website on how to get help.

Actual throughput speeds may be slower and could vary due to many factors such as:

• Type/source of content being downloaded
• Hardware and software configuration
• The number of users simultaneously using the network
• The performance of interconnecting infrastructure not operated by Valve Networks

Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

Peak times can also affect your internet speed, this is in the evening usually between 7pm and 11pm. During this time you may experience speeds below the maximum upload and download speeds.

If you want an accurate speed test of your network access service, then you need to make sure you are connected on a fixed wire port and testing against the Intervisp server.

You can not accurately test your Internet access via a wifi connected device as this is subject to so many external conditions and circumstances and will never run at the same speed as a fixed wire port.

If you test to a server deep within the Internet (ie not Intervisp) then the speed is subject to many downstream issues which as a retail ISP we cannot control.

Yes, our customer service team can assist you with swapping plans to better suit your needs. Customers can change plans at any stage and the upgrade will be effective form the day of the new subscription.

Setting up your router is easy! No technician is necessary – you can do it yourself. All you need to do is plug your router into a power supply and into your apartments/homes NTD. Our friendly customer service team will be happy to talk you through the process.

If you have purchased a router through us, it will be all set and ready to be plugged into your NTD as soon as you receive it. If you have chosen BYO router, you can plug your router in as soon as we send your new login details.

Be sure to plug the router into the nominated NTD port that we advise. Normally it is port 1 but it could be another port.

A ‘BYO’ router can be used instead of a supplied Valve Networks router as long as it meets certain requirements. The router must be able to be put into WAN mode on one of its LAN network ports (normally, LAN 1). This will enable the router to work with our service.

The router must be NBN compatible and have a GE Ethernet WAN port and be capable of routing with a minimum throughput of 100Mbps.

If you’re unsure or have any questions, please get into contact with our customer service team.

A router you have received from a previous provider may have special locks or security settings which stop you from using their router with another internet service provider. Please check with your previous provider to determine this. If there are no locks or security settings you may be able to use this router instead of a supplied Valve Networks router. Please see ‘Can I use my own router/modem’ for more information.

The router must be NBN compatible and have a GE Ethernet WAN port and be capable of routing with a minimum throughput of 100Mbps.

The router you receive is a ‘Mikrotik HAP AC Lite Tower’ (Photo). Pricing varies based on contract terms. Please see critical information summary for your chosen plan for more information.

The shipping time for your router should usually take 2-3 business days but please allow up to 7 business days for it to arrive. Alternatively, you can see the exact location of your router by using the tracking number provided here. (auspost)

We will replace any faulty router purchased though Valve Networks as long as the router has not been tampered with or purposely damaged. If the router is found to be in working order you will be charged for the shipping of the router.

Establishment fees only apply at the start of month to month contracts. This fee is required to cover the cost of creating your account and for the initial connection your internet service.

Yes, we are able to issue you with a static IP. Call us on our sales or tech support line.

Usually your connection will take only a few hours up to 2 days. To speed up the connection time please make sure you have filled out your account information accurately. Incorrect information or missed fields may delay your connection.

Please be aware whilst in many connections the period is only within the same day of application depending on the fibre operator the  connection could take up to 10 days from the approved application.

Sometimes things go wrong, but that’s why the Valve Networks team is here to help. If there is an issue we want you to let us know straight away, so that we can try and solve your concerns as quickly as possible, and continually improve our services.

We really hope that we can resolve your problem, but if you are still not happy after contacting support you can contact the Telecommunication Industry Ombudsman (TIO) at https://www.tio.com.au/. for independent advice and assistance.

To cancel your plan you can either login into your account at https://valvenetworks.com.au/myaccount or email support@valvenetworks.com.au with your name, address and your cut off date. Alternatively, you can call one of our customer care team on 1300 xxx xxx.