How long does it take for my modem to arrive?

We're aiming to have your service up and running as quickly as possible. If you have ordered a modem, it will arrive before your services are connected. We'll provide the shipping details once your connection date is confirmed.

Click on the tracking link in the shipping confirmation email we sent you to trace the delivery or go to the TOLL website (if you have a toll tracking number as below) and enter the shipment number indicated.

I need to change my delivery address after ordering

We may be able to update the delivery address if the modem has not yet been dispatched. To check, you can start a conversation with us online by clicking the chat icon lower right of this page.

Once in transit, you may be able to make arrangements for a redirection directly with the courier through their website or have the modem held at a local post office for you to collect.

Is a signature required for the delivery?

Yes, however, if you're not around to sign for the delivery, a card will be left at your front door or in your mailbox, with details on how you can collect the item.

What should I do if my parcel is showing delivered, but I haven't received it?

Check if a card is being left in your mailbox or in front of your door, letting you know that we attempted delivery. You may also see if someone received the item and sign it on your behalf. Else, check if the delivery address is correct then you can lodge an investigation with the courier through their website.

My modem has been returned to the sender

Contact us or you can start a conversation with us online by clicking the chat icon at the lower right of this page.

Modem is Received, what's next?

Our modem is pre-configured and is just plug and play for both NBN and WBB services. If you're having an issue connecting to the new modem, see this article.

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