nbnTM Frequently Asked Questions
Can I use both a landline and an nbnTM service?
No, your landline service will be disconnected once you reach your disconnection date. You are eligible to transfer to nbnTM and we recommend you transition now.
Can I keep my home phone service on the nbnTM?
Yes, however unlike your old landline - which was delivered over a copper connection - your new home phone connection will be delivered via the nbnTM. This type of phone service is known as Voice over Internet Protocol, or VoIP.
Your VoIP experience will replicate your existing landline experience in a lot of ways, but with one important difference: if or when the power and/or Internet is offline, your landline will be unavailable. For this reason, we recommend you should at minimum keep a cheap, prepaid mobile phone in your home, in case of an emergency.
Can I keep my phone number if I switch to the nbnTM?
Yes, you will be able to keep your existing phone number when you switch to nbnTM depending on nbnTM technology at your address. However, we can provide only one service, so it won’t be possible for you to keep both your main number and fax number as an analogue service (if you have one). We do have a better Hosted Voice service (via Internet) which solves this problem. We can organise to port your number to our myCloudPBX Hosted Voice solution and you will still be able to use the same main number.
What if I have Medical/security alarms set up?
If you have a Back to Base Security Alarm or Medi-Alert connected to your home phone service, it is important you contact your medical or security provider to check if the alarms are compatible with an nbnTM service, and identify what alternatives are available. You’ll need to arrange this before we move you to the nbnTM, or your alarm may not work after installation.
How long will it take for nbnTM installation to be completed? Will there be downtime?
The nbnTM installation is carried out by a contractor and times may vary between individual premises. The day of installation could range from 4-8 hours and the total time frame for nbnTM installation would be generally around 2-4 weeks.
Yes, there could be downtime when the nbnTM service is being installed. Please discuss this with your ECN Customer Service Representative for details about how you can transition to nbnTM with minimal impact to your business.
Do I need new equipment to move to the nbnTM?
As long as your current modem/router are compatible then no you will not need new equipment when you move to nbnTM. If you do need a new compatible modem/router ECN can supply a fully configured compatible modem/router with your nbnTM service.
When will my nbnTM service be at its fastest?
Much in the same way that traffic on the road can slow down during peak hours, the nbnTM can too. And for pretty much the same reason. nbnTM connections tend to slow down in the evenings, when everyone is jumping online to stream, surf, download, and more.
Typical Evening (Download) Speed is measured between 7pm and 11pm during which the actual speeds for the service may be slower and vary due to many factors. These include the type/source of content being downloaded, hardware and software configuration, the number of users and the performance of interconnecting infrastructure not operated by ECN. Devices connected by Wi-Fi may experience slower speeds than those connected by an Ethernet cable.
What nbnTM plans does ECN offer?
ECN provides both nbnTM broadband standalone and nbnTM broadband and voice services. Please speak to your account manager about your options and we can advise you on a plan that will meet your requirements.