FAQ

OptiComm installs equipment (namely an ONT for FTTP networks), that replaces the modem in an ADSL network. It is recommended that a home router is used to distribute the data via Wi-Fi or cables within the premises. Please speak with your Retail Service Provider (RSP) on the best options for a router to purchase or they may be able to supply a suitable router as part of the Internet service package.

Yes. A phone service delivered via the telephone or UNI-V port of the ONT has been tested and will support back to base alarm systems, EFTPOS terminals, fax machines and Priority Assist while on the OptiComm network. Please check with your Retail Service Provider (RSP) if their telephone network supports these devices and services.

Please call Customer Service on 1300 137 800 and ask our staff for the application form for Priority Assist. Please note that the criteria for this service has been defined by the Surgeon General of Australia and not by OptiComm.

Any Internet or telephone service faults, issues or incidents should always be referred to your Retail Service Provider (RSP). If they deem it could be an issue within the OptiComm portion of the network, the RSP will contact the OptiComm Network Operation Centre for a resolution. Under the Privacy Act, End Users are not able to call OptiComm directly as your service agreement is with your RSP, not OptiComm. Please click here to find your RSP’s contact information.

Yes, please ask your Retail Service Provider who will arrange this with OptiComm. Note that you may need some additional cabling to support a second Internet or telephone service.

If free to air TV is available on the OptiComm network, there is no need to install an external antenna.

The TV cabling within your premises should be RG6 quad-shield coaxial cable terminated with “compression” F-type connectors.

This will be an internal cabling issue so you need to report this to your builder or TV electrician.

There are no on-going fees for the FTA TV service from OptiComm however OptiComm reserves the right to charge for TV system failures within your premises after the 2-year warranty period has expired.

For free to air TV, OptiComm has a self-check list available to residents by phoning the Freeview Service Centre on 1300 044 319. If the free to air TV is working however your Foxtel stops working, please telephone Foxtel on 13 19 99.

A common fault is that the active RF splitter that is supplied by your builder has the gain turned up too high. If you can locate this splitter and turn the gain dial down, this may resolve the issue. If you require help with this process, please telephone the Freeview Service Centre on 1300 044 319.

If a free to air TV service is available on your fibre network, an encrypted Foxtel signal will also be available. You will require a Foxtel Set Top Box to de-encrypt this signal. Please call Foxtel on 1300 130 799 to order a Foxtel service and Set Top Box.

Fetch TV is available from a number of the Retail Service Providers or via a number of Electronic Retailers.

You will need to contact your builder to rectify the deficiencies as it is a legal requirement for builders to make all new premises “fibre-ready”. If you are not the first owner of the property, you will need to have a ACMA licensed cabling contractor to prepare your premises for an OptiComm connection.

The cost of connections varies between estates. The price has been determined by negotiations between your Property Developer and OptiComm.  Please check your address on the website or call our Customer Service on 1300 137 800 for a quotation of the connection fee for your premises.

No. There are no on-going fees from OptiComm. For free to air TV faults, OptiComm reserve the right to charge maintenance fees after the 2-year warranty period has expired.

There is a warranty period for the free to air TV service only. This is two years from the date OptiComm completed the Network Termination Device installation. Ongoing maintenance of the OptiComm infrastructure for your Internet, Foxtel and telephone services is included within your retail service fee.

OptiComm’s network has more than sufficient capacity to provide the super fast Internet speeds. The OptiComm network easily delivers the bandwidth that each of our service providers have purchased from us. Please note that OptiComm does offer different product quality options to our service providers. It is up to the service providers to ensure they purchase the correct product options to ensure they have sufficient bandwidth to adequately service their end users’ requirements. These design decisions by the service provider, along with the service provider’s traffic class allocations, the end user equipment, quality of the home wiring and the speed of the servers providing the Internet content, will largely determine the speed the end user can achieve. Please contact your service provider for further information or if you are experiencing problems.

Any service issues should be referred to your Retail Service Provider or in the case of a Free-to-Air TV issue telephone 1300 044 319. As there is a wide range of termination equipment installed, there are too many options to list in this FAQ however your service provider should be able to provide information about the lights on the OptiComm equipment.

It is highly recommended to keep the OptiComm equipment powered up at all times. You should only power cycle the OptiComm equipment under instructions from your service provider or an OptiComm technician or network operator.

The Customer Service Guarantee (CSG) is part of the Federal Telecommunications Act and guarantees installation and times to repair a standard telephone service. OptiComm complies with the CSG for telephone services delivered via the UNI-V port however, it does not apply to over the Internet telephone services, or to the Internet service itself.

Please ask your local land sales office when OptiComm will be conducting a residents information night in your area. If the sales office staff need to arrange for an information night, please contact your local OptiComm account manager or phone 1300 137 800.

OptiComm designs, builds and operates Fibre-to-the-Premises networks in new estates as per the Federal Telecommunications Act, where a Developer has chosen OptiComm to build the telecommunications network. OptiComm operates the network on a wholesale only, open-access business model where Retail Service Providers (RSPs) are given open and equitable access to supply services to the premises within this community. Not all RSPs are available in every estate. It is the choice of the RSP to seek access to OptiComm’s network, not OptiComm’s decision or action to block their access.

The termination equipment in any telecommunications carrier’s network is called a Network Termination Device or NTD. In the case of Fibre to the Premises (FTTP) networks, the NTD is called an Optical Network Terminal (ONT), a device that terminates the fibre network and presents “copper” interfaces to the premises for the connection of telephone, Internet and Pay TV devices such as telephone handsets, home router or gateways and Set-Top-Boxes. The ONT remains “in-network”, i.e. it remains under the control of OptiComm and is part of an active Telecommunications network.

OptiComm builds networks that are fully compliant with the Federal Telecommunications Act as amended following the introduction of the Government’s policy for Telecommunications in New Developments.

Please ring 1300 137 800 and talk to one of our Customer Service Representatives who will advise you on the process.

Please call 1300 137 800 or your local OptiComm Project Manager for advice on damage or the location of the starter pipe.

OptiComm is responsible for the pit and pipe design, irrespective of who does the construction.

Yes, OptiComm can provide Developers guaranteed delivery times as long as input of civil designs are supplied to OptiComm with enough lead time to complete the design and construction. Please refer to the Project Manager for specific lead times.

OptiComm builds networks that are fully compliant with the Federal Telecommunications Act as amended following the introduction of the Government’s policy for Telecommunications in New Developments.

Please contact your local OptiComm account manager by calling 1300 048 054.