Frequently Asked Questions

RSP’s

What RSP’s are available over the OptiComm network?

OptiComm has a wide range of Retail Service Providers on its network and the list is expanding all the time. Check out the current list here.

Do I require a modem/router for my internet services to work?

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.

Can I connect a standard phone line to my property for back to base alarm services, EFTPOS facilities and priority assistance?

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.

How do I apply for a priority assistance service?

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.

My internet and/or phone services have stopped working, what should I do (list of RSP tech support numbers)?

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 see below the list of RSP’s Support contact numbers:

Can I contact OptiComm to report a fault with my internet and phone services?

No, all Internet and telephone faults need to be reported to the Retail Service Provider (RSP) with whom you have a service agreement.

Can I activate a second internet or phone port on the ONT?

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

TV Services
Free To Air & Pay TV

Is Free-to-Air (FTA) TV available in all OptiComm estates

No. Not every OptiComm site has FTA TV on the network. Please refer to your sales office for more information.

Do I still require an antenna for TV services in an OptiComm estate

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

How do I prepare my home for the TV to operate (wiring, point and splitters)

Please refer to OptiComm’s wiring guides for more details however your builder needs to install RG6 coax cables for the TV that need to be terminated with female “F-type” connectors at the faceplates. The OptiComm Network Termination Equipment can drive up to 4 TV outlets with a passive RF splitter however if your builder has supplied an active RF splitter, please ensure the gain is turned down as overdriving of the TV system can cause TV pixilation.

What cable do I need to connect my TV

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

I only have TV working in 1 room of my house, why?

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

Are there any ongoing fees for TV over the OptiComm network

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.

My services have stopped working, what can I do?

For FTA TV, OptiComm has a self-check list available to residents by phoning the Freeview Service Centre on 1300 044 319. If the FTA TV is working however your Foxtel stops working, please telephone Foxtel on 13 1999

How do I report a FTA TV fault- freeview support line, FFS document (downloadable version) and policy statement (advising of warranty of process)

The OptiComm Freeview Service Centre number is 1300 044 319. Please note that OptiComm reserves the right to charge for FTA TV system failures within your premises after the 2 year warranty period has expired. Warranty commenced on the day the OptiComm Network Termination Device is installed.

My TV channels are flickering, why?

A common fault is that active RF splitter that are 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.

Does OptiComm support Foxtel services over the network?

If a FTA 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.

Does Foxtel’s IQ box work over the OptiComm network?

Yes, all existing Foxtel Set Top Boxes including the IQ box work on the OptiComm network.

Can I get Fetch TV?

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

Residents
Getting Connected

Preparing you home

For stand-alone dwellings, OptiComm requires a “roped” fibre pathway from the communications pit in the verge of the street to the location within your premises where OptiComm will install its network termination device or NTD. Your builder is required to build this pathway in accordance with OptiComm’s “Premises Preparation Guide” available on our website or by calling our Customer Service on 1300 137 800. In addition to the fibre pathway your builder will also need to provide the necessary in-premises wiring for Internet, phone and television from the NDA to the wall outlets within your premises as well as a General Power Outlet (GPO or power point) for the NTD power supply.

How do I register for an OptiComm connection to my property?

Residents can order a connection via our website or by telephoning OptiComm Customer Service on 1300 137 800. A connection fee may apply and this amount has been determined in conjunction with your Property Developer.

My home has not been correctly prepared what should I do?

If your premises is not prepared as per OptiComm’s requirements, 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 licenced cabling contractor to prepare your premises for an OptiComm connection.

The website states my property is a class 3, do I still need a connection?

No. Class 3 means that OptiComm has already connected an Network Termination Device (NTD) within the premises. Most apartments will be handed over to new owners with a Class 3 status, that is, OptiComm has already installed the NTD.

How much does it cost to connect to the network?

The cost of connections vary between estates. The price has been determined by negotiations between your Property Developer and OptiComm. The default fee is $330.00 however we have estates with zero fees and some with higher fees. Please refer to the website or our Customer Service on 1300 137 800 for a quotation of the connection fee for your premises.

Are there any ongoing fees for the OptiComm service?

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

Is there a warranty period on the connection?

There is a warranty fee for the FTA TV service only. This is 2 years from the date OptiComm completed the NTD installation. On-going maintenance of the OptiComm infrastructure for your Internet, Foxtel and telephone services are included within your retail service fee.

Why is the internet speed not what I purchased from my Service Provider?

OptiComm’s network has more than sufficient capacity to provide the high speeds required by today’s bandwidth hungry Internet users. 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.

General Questions

How do I prepare a Multi-Dwelling Unit (MDU) building for OptiComm’s infrastructure?

OptiComm has a guide for the preparation of MDU buildings that includes the dimensions of the fibre pathways, risers and equipment room. Please call 1300 137 800 or talk to your local Project Manager or Account Manager for a copy of the guidelines.

Can tenants order a connection and/or a service?

Yes. OptiComm allows tenants to order a connection to the OptiComm network. The tenant will need to agree that they have permission from the owner to be the agent of the owner for this process. Tenants can order an Internet, phone or Pay TV service from any of the Retail Service Providers without obtaining permission from the owner of the premises.

What happens if I there is a breach of network infrastructure?

Please report any breach of the OptiComm network infrastructure to our staff on 1300 137 800. Please note that interference or interruption of an active telecommunications service is a breach of the Federal Telecommunications Act and a conviction can include penalties of up to two year in prison.

What do the indicator lights on the Network Termination Device mean?

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.

Can I switch the OptiComm equipment on/off?

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

What is the Customer Service Guarantee (CSG)?

The Customer Service Guarantee 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 services telephone services or to the Internet service itself.

When is the next residential information night?

Please ask your local land sales office when OptiComm will be conducting a resident’s 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.

What is an OptiComm fibre connected community?

OptiComm designs, builds and operates Fibre-to-the-Premises networks in new estates as per the Federal Telecommunications Act as amended in 2012 where a Developer has a choice of provider and that NBN Co and Telstra are the “Providers of Last Resort” depending on the size of the development. OptiComm operates the network on a Wholesale only, open access business model where Service Providers are given open and equitable access to supply services to the premises within this community. Not all Service Providers are available in every estate however it is the choice of the provider to seek access to the OptiComm’s network, not OptiComm decision or action to block their access.

What is the Optical Network Terminal (ONT)?

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.

Is OptiComm compliant with the Government's National Broadband Network policy?

OptiComm builds networks that are fully compliant with the Federal Telecommunications Act, 1997, as amended following the introduction of the Government’s National Broadband Network policy.

Builder Questions

How do I obtain a copy of the OptiComm Premises Preparation Guide?

The Premises Preparation Guide can be downloaded from this web site or by calling 1300 137 800 and requesting a copy be Emailed to you.

How do I order a fibre build for split lots?

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

What happens if I there is a breach of network infrastructure?

Please report any breach of the OptiComm network infrastructure to our staff on 1300 137 800. Please note that interference or interruption of an active telecommunications service is a breach of the Federal Telecommunications Act and a conviction can include penalties of up to two year in prison.

Missing/damaged starter feed pipes and what to do if you cannot locate the pipe?

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

Developer Questions

Is there a design approval process for the pit and pipe infrastructure?

OptiComm will always be responsible for the pit and pipe design for all new Stages. The only time when design approval is required is when OptiComm has been asked to take over existing pit and pipe infrastructure as part of a handover from another provider.

Who designs the pit and pipe infrastructure?

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

Does OptiComm provide a guaranteed delivery time?

Yes, OptiComm can provide Developers to guarantee 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.

Is OptiComm compliant with Government's National Broadband Network policy?

OptiComm builds networks that are fully compliant with the Federal Telecommunications Act, 1997, as amended following the introduction of the Government’s National Broadband Network policy.

Who do I contact to find out more about OptiComm providing network infrastructure to a new or existing development?

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