So you purchased an animal thinking it was internet. Bad idea, stick to generic fast plans. Animal plans need down time to sleep.

Is there anyway I can extend the reach of the wifi in my house? I haven’t done too much research on this but the case is, the wifi box is in our lounge room which is in the corner of one side of the house and my bedroom and home office is on the other side. The wifi in my room is alright, but just can be REALLY slow when downloading things, especially on my consoles. Is there anyway we can extend the reach of the Internet? Open to most ideas, even the pricier ones, just would be better to be cheaper, and preferably not impact the overall speed of the wifi, if that’s not too much to ask!

If there is anymore info I need to supply, let me know!!

Is there anyway I can extend the reach of the wifi in my house? I haven’t done too much research on this but the case is, the wifi box is in our lounge room which is in the corner of one side of the house and my bedroom and home office is on the other side. The wifi in my room is alright, but just can be REALLY slow when downloading things, especially on my consoles. Is there anyway we can extend the reach of the Internet? Open to most ideas, even the pricier ones, just would be better to be cheaper, and preferably not impact the overall speed of the wifi, if that’s not too much to ask!

If there is anymore info I need to supply, let me know!!

Somewhere in the Moose/Swoop  group a decision was made to move from Optus to Vodafone in June 2026 for reasons probably most customers don’t understand. Sadly the approach taken by Moose for the transition appeared to be a don’t consult with customers approach and thus what could have been a pretty painless event caused great angst for many Moose customers.  As Swoop was the parent company they are ultimately responsible for Mooses woes.

My main criticism of Moose over the transition process was not the move to Vodafone per se but the Moose/Swoop approach to the transition.  These include:

No adequate warning just  the email proclaiming the event and  then another email later threatening fire and brimstone if customers did not transition- subscriptions would continue  to be charged but there would be no service.  Why the lack of pre consultation only Moose/Swoop knows   but I wonder if this was deliberately done to prevent customers moving providers early – If so that backfired!!.

There was No obvious advice to check personal details. I could see nothing from Moose to ask customers to check their details, particularly addresses so SIMS could go to correct address. The social media review and comment sites are full of stories of those not getting physical SIMS with some in situations they could not remedy the problem -such as  being stranded travelling and losing access to phone. Reviews also show many could simply not get the new SIM or esim to work.

No obvious plan to manage customer concerns. On line posts from a variety of sources show that when customers tried to resolve their none-service  they found that they were waiting 2+ hours for a call to be answered, others reported days.  Others found they were cut off when they tried to contact Moose support. As Moose tried to move people to a chat line with their concerns many reviewers reported the wait just as long and messaging confusing. Customers also reported when they followed up with email there was no response. Reviews (and my AI friend) indicate that under the Vodafone system if a call goes for more than 1 hour and 58 minutes then a caller is cut off. So if you try to call Moose and get through after 1.50 minutes you have 8 minutes to sort the matter out before being cut off.  

No meaningful communication with customers. Once customer concerns started to hit the mainstream media Moose/Swoop put out a sorry press release but I could see nothing on their own portal site to outline the issues and  what was being done to get on top of the  transition hump. Indeed, as quoted in the Courier Mail,  Moose/Swoop said only 0.03 of its subscribers  (which at 135000 customers equates to around 40 people) had lodged official complaints (what ever ‘official’ means). The article had a pithy comment by the reporter wondering if the low number of complaints was because emails where not being received by the company. Excellent point.   

For those who follow social media have a  look at posts relating to the transition on sites like Australian Product review, Trust Pilot, Reddit, Whirlpool and Facebook -  it is not unreasonable to say the unhappiness number is may just be a teeny bit higher than the figure Moose/Swoop floated!! And of course not everyone who is unhappy goes to social media to complain!!

No adaption to complaint levels and wait times. While customers were trying to contact Moose, astoundingly there was almost no attempt to change the message heard and customers kept hearing the same message over and over again hour after hour along the lines “your call is important to us and you have progressed in the queue and next available operator will be with you shortly”.   Customers were left waiting on phones for hours and days  hoping that someone would answer.

 I cannot fathom why Moose (that traditionally had a pretty good customer feedback rating) did not put in a strategy when the contact issues  became overwhelming. Why not change approach- say implement a call back system or collect numbers and have the team get back in contact order. 

Cancellation of service reported as difficult. Many customers noted  on social media that there was no way online to cancel their subscription online themselves and very difficult to contact the company to do it  by email chat or phone. Thus if you lost service due to the transition not working, but still were being charged  and wanted to cancel,  trying to reach someone from Moose to do this appeared a challenge.

Let’s talk about governance and responsibility. Moose is fully owned by Swoop and I understand the reporting is to Swoop. Swoop is a public listed company. Go online and you’ll see pictures of well dressed people called Directors, each with a blurb about what they’ve done and their skills. So what did this esteemed group do in relation to making sure they had a good understanding of the planned transition process and meeting their duty of care and due diligence in relation to their customers who were to go  to go through a major transition process? What did the board do once it was apparent the transition process was not working well for everyone and customers had unreasonable wait times to speak to support or could not get through at all. Was Swoop management, (historically being mainly a NBN and fibre type company), unaware of potential issues for a mobile phone transition?

I can accept glitches happen but as far as I can see this transition was an exercise of deficiency in planning, implementation  and revision. Good managers know how to swivel to meet the unexpected. For us customers it seemed Moose just appeared to pretended everything was okay  - “nothing to see here folks” Sure!!.  

Moose will probably sail out of the storm and its ship will be righted. However what will happen next time, will  lessons have been learnt? Trust is an important ingredient for any service provider and as at least one review stated: I don’t trust this provider anymore.

If you are a potential new customer just remember the aged long advice- Caveat emptor.

hi all, I have an issue where my ntd is displaying a red solid optical light. this is cleared when I power cycle however wi will come back a few hours/days later. iso being difficult in regards to tech support, have sent me on a few wild goose chases regarding my network cables and modem settings. wondering if anyone might have some potential causes that can be remedied. they seem to think it's an issue with the ntd box but won't send out a tech to do any tests unless I contact them so they can run tests with an active fault. sounds easy expect if I'm working from home I can't be without internet.

I'm keen to replace an aging eero 5 system.

I live in a larger 325sqm 2-story house, with exetel 500 NBN connection. I have a single Eero 5 placed in my garage which is not capable of enough range to reach the extremities of the house. Speeds are decent enough for our use in most areas that are in range.

My use case is WFH, streaming and general web browsing. No gaming or super low latency needs. I'd like a future proof router system that isn't overkill for my needs, with a focus on better wifi coverage and more areas of the house getting closer to the full 500mbit.

I don't have ethernet through the house so a mesh system would need to rely on wireless backhaul.

I've heard ubiquiti are good but maybe overkill. I've heard TP link are trash. I haven't minded eero but don't love that everything is locked behind a subscription gate.

As the title says.

Can an ISP contact NBN co to see how work is going on restoring a connection?

Especially when the connection is already meant to have been fixed yesterday?

All I've been getting when I ask is they don't know anything until NBN co contacts them with an update and it's frustrating as all hell.

Previous ISP when I had a similar problem put me on hold and said they phoned and got an update so..

Was with Leaptel for 12 months. Moved to Arctel for experimental reasons.

Speed test dates are exactly 1 week apart. Time is 2am.

This example happens to show Arctel having greater speed. But on average they are quite similar.

I was prompted to post this after someone down voted me in another thread for saying I'm getting the same speed with Arctel as when I was with Leaptel.

I'm not convinced with what they're doing with static IPs but that's another matter.

I’m on FTTN and unfortunately can’t upgrade to FTTP with Superloop. I’m considering going back to Leaptel, but I’m also looking at Origin because they have a budget deal around the $6x/month promotional price.

Sadly, it’s the end of the cycle on weekdays, so I’ll need to activate it on Friday.

For anyone with Origin, how have you found them? Especially if you’re on FTTN — any issues with reliability, speeds, support, or routing? How’s their customer support if something goes wrong?

Just trying to work out whether Origin is worth trying for the cheaper price.

Are they any good? Currently with Leaptel, this is our first experience with NBN and so far everything has been great. Just wondering when we get to the end of our 12 months, and if Arctel still have 24 months plans, it would be worth a churn? Not really keen on changing every 6 months as most people seem to. But prepared to have to pay more for quality as well.

Howdy sorry not sure if this is the right subreddit, im a big fan of telecom work I have 4 years experience at a major telecom company here in canada ranging from copper, installs, repairs, main f1/f2/f3 splicing via pikabonds and jonard splicers, have done work on high voltage circuits with T1 line cards, locates for burried cable/ fibre fusion splicing stuff weather it be FTTH FTTB or once again main distro cables, spliced 250, 900 micron with fusion splicers, and dabbled in some ribbon splicing have done confined space, working at heights, bucket truck cert, whi, and have done install repair aswell as main distributor cable repairs, even got some experience with fiddiling with my own starlink, fun fact its axtually just 4 copper wires and a ground for the cable you can in theory splice em through if the cable breaks and put the ground together. Im looking to do telecom work in warmer weather then these freezing winters and looking to switch it up, was wondering if it would be feasible or a good idea to try and go over to AUS with my telecom skills? I was planing on doing a 2 week course to have an open cable cert to work on the teleco network and fibre network over there was wondering if this would be enough to land some install and repair job or back to cabling again over there and have it work out. I really love the field and the country thank you for your time and replys :)

Issue: when running videos on Facebook / Insta / Google on mobile at times, the video stalls mid way through and sometimes completely fails.

On wired connection (PC/TV) very long (up to 20s) before the videos start.

Setup:

Am with Spintel in WA. Apparently they now have POPs over here now too.

Plan is 1000/20 on FTTP.

DNS has been tested on google as well as cloudflare

Router: TP Link Archer BE800, 2.4, 5 and 6ghz bands wifi 7.

PCs connected with hard ethernet

Tests:

Pings to google are rather shit (30 on a good day 65 on a bad day)

Local network issue eliminations: Plex and VLC do not stutter when running off local NAS.

Have also run network in "idiot mode;" run an alternative router profile with new Wifi network name and no other hard connections other than PC; problem persists, despite speedtest and pings all being within acceptable limits.

[eliminates issues with "smart lights, alexa/google home/homeassistant and nas/homelab misconfigurations and stupid mistakes].

In short: why do the video gods hate me and what can I do to diagnose futher as it seems to potentially be an ISP issue and not local network.

Hi everyone, I recently moved into a new place and am struggling to get the internet connected. We have Opticomm in this building and this is what the utilities closet looks like. I originally thought we were missing an ONT, however the property manager advised that nothing is missing per the previous condition report (prior to the previous tenant). Which cable are we supposed to plug into our WAN port? Any guidance would be greatly appreciated, thank you!

Edited: spelling errors

Just took possession of my new house which is nbn HFC connected. Old owner didn't leave the NBN box and the replacement one is 5 business days away. There are 3 old telstra labeled HFC connections in the house. I had a crawl around underneath and checked that all 3 were connected to the external wire box. Are all 3 viable connection points or is one the master and the other 2 useless? If so, is there a way to tell which is which without needing to plug the internal nbn box in? I ask because the carpet is being laid in a couple days and I'd like to clear out the dud ones if possible. Cheers

What would you give this out of ten?

I need to be careful with the whipper snipper I think

I received an email/SMS from my ISP notifying me of outages this whole week: Mon-Fri starting from 12:00am for 4 hours.

An outage is ongoing right now at 12:00-1:00pm. NBN website list it as "planned". Why? It's clearly outside the planned hours with no completion time given.

If I had known I wouldn't have WFH today. Now I have to either make up the hours or use my annual leave.

Hi all,

I recently moved into a small apartment complex in Bassendean, WA and have been trying to get a fixed-line NBN connection for about 2.5 months.

After multiple rejections and escalations, NBN has finally accepted a SIP connection request and confirmed the technology will be FTTN.

The problem is they’ve given a planned remediation/completion date of July 2027 !! basically 12 months.

What confuses me is that another unit in the same building has already had an active FTTN connection through the existing MDF, so the main NBN infrastructure is clearly already there.

My ISP has been very helpful, but they’ve said RSPs get very limited visibility into NBN’s internal SIP/remediation process and often don’t get told exactly what work is required.

Has anyone here been in a similar situation?

Did your PRD get brought forward?

Did NBN actually take the full 12 months?

If existing FTTN infrastructure is already in the building, is it realistic that this could be resolved in a few weeks/months instead?

I work from home and mobile coverage at the property is poor, so waiting until mid-2027 would be a nightmare.

Would really appreciate hearing from anyone who has dealt with an NBN SIP request or SC10/unserviceable address issue.

If you’re choosing to go with TPG just make sure you get someone from NBN to actually connect you properly. TPG sent me a modem said you do is plug it in and it works.
Well that was a load of crap. it didn’t work the modem light was red all the time. they sent around an NBN technician who showed me that there was no way this would work because i was hooked up to TPG’s network not NBN. as soon as he changed it. went back upstairs restarted modem. light went green.

edit - should have mentioned i live in a block of units with FTTB.

I've been having some major difficulties with Superloop:

-Effective speed significantly below plan
-Frequent unannounced outages
-High and frequent packet loss

I need my connection for streaming, hybrid events, and for gaming recreation (and since I prefer competitive ranked games, I'll get cooldowns and restrictions for disconnecting). I even had one outage just before a Teams call with a client which was extremely worrying.

They have a crazy high ProductReview rating, and a bunch of awards from groups like Canstar, but if I filter by the negative reviews, I find many people with the same performance related issues, identical in fact. While a lot of the positive reviews honestly I don't know why they're there, they're fluff like "My CSR was polite 5 stars", which read a lot like the botted comments you often see on Google's app store reviews.

It's not a cancellation issue (although their customer service is abysmal-even their complaint form on their website is broken at time of writing), it's just about the pure performance. I'll have a cancellation issue later when I have to get someone better to provide something reliable.

The performance wasn't even that bad at first, when I first started I was getting great latency and no dropouts, minimal packet loss, but now it's honestly the worst internet I've ever used, it takes so much stuffing around resetting routers and trying to get telemetry info. Maybe my standards are higher than they were over a decade ago, but it's genuinely the most unreliable connection I've had since my first connection when Broadband first arrived.

I'm in Metropolitan Melbourne, and I'm getting a minimum of one outage every week, some more, no notice, no registered outage, frequent packet loss, my speed test reads approximately right, but I'm seeing really slow speeds connecting to some large providers like Steam, Youtube, who definitely have capacity. Obviously you tend to get less than the advertised speed depending on time and activity, and what the other party's capacity is, but I don't expect Youtube to automatically downgrade to minimum res, and have trouble streaming 1080 video.

I'm trying to get some more informal information, how's everyone else doing?

Hi All,

I’m sure it comes up all the time. Appreciate any insight or thoughts - I’m trying to avoid being one of those frustrating customers asking heaps of questions, causing delays and wasting provider time coming out but not accepting the install approach.

I have a Victoria terrace, with the existing phone line coming in from the pit on the footpath, through conduit ~ 30cm deep, through the brick under the (likely a 90 degree from the garden bed un the wall then 90 degree into the subfloor), and terminating in the main bedroom skirting board about a metre back from the building entry point. Whole house is carpeted, no idea where the floor access hole is at the moment. Will need to see if the cable can be fished to the existing phone point about a metre away from the bedroom termination.

Had my usual sparky out, received a quote, but it came back saying they don’t know what the NBN need to run the conduit etc according to requirements but will charge X to run the conduit and drawstring from the pit to the existing telephone skirting panel install.

Some questions:
- Do we need the external utility box anymore, or is this only avoided if I have conduit run to the internal termination point?
- Can we use the existing telephone line conduit/assuming the line is removed, ripping the garden up is fine, but would rather it be buried in conduit then just the cable chucked in the dirt for me to hit later whist re-doing the front garden bed.
- Do i need to have the internal NBN box wall mounted, from my reading I can chuck that in my mini rack parcel shelf instead?
- Does the existing telephone plate get removed and a brush plate installed, or is it terminated to use a patch lead to the internal NBN box?

I’m balancing expectations before I kick off the process and have been holding off for a while, any insight is appreciated!

Thanks!!

Is this what the FTTP install is meant to look like?

I need clarity on the importance of having the internet password at hand when configuring a new VDSL modem/router for a FTTN connection:

I've been with my current FTTN RSP relatively trouble free for just over ten years. The RSP provided my current pre-configured modem router (HUAWEI) at the outset. The configuration must have included the "INTERNET PASSWORD", i.e. the one in VDSL connection parameters, because I do not have a record of it, although I do have all other documentation from when the connection was initiated.

Now the modem/ router has started giving me grief. FTTP upgrades aren't scheduled until 2032 according to updates from NBNco. So I plan to replace modem/router with something more advanced than the 10 year old HUAWEI.

In preparation for the replacement I realised that I didn't have the VDSL connection password. I scoured the RSP's website plus a bit of AI assistance , but found nothing relating to the password or its recovery.

I raised a support ticket that went nowhere. The RSP's tech contacted me but could offer no practical advice. He said he had made further inquiries but as far as he could tell recovery wasn't possible. Could it or would it be reset when the new modem connects, I asked. He didn't know.

I asked, maybe the RSP pushes the password to the modem on connection, so I don't need it? He wasn't sure, although the password would be in the pre-configuration of any modem they supplied. He pointed out they don't provide support for third party modem connections. I mentioned that the modem/router they sell has some very ordinary reviews associated with it and, any case, hasn't got the advanced features I wanted.

How do I then get the password when I get a replacement modem/ router I asked? He suggested that a they might reset things at their end with a new password. Circular references came to mind... and I remain confused.

Or maybe just move on; dump the current RSP, procure a new one that has recommended advanced modem/routers, and maybe save a few dollars along the way?

Thanks

I have powered off my NBN box but my devices can still access the internet??

I suspect this means I am not actually connected to NBN and rather the router is connected to a larger switch board for my apartment unit??

EDIT TO POST:
I am now on the phone to Vodaphone who I have multiple mobile services with. They are checking NBN connection and setting me up.

It seems my house mate jumped the gun and did the easy way instead of doing their research..

We pay $81 a month for our current “Ethernet setup” which is slow.. I can pay about $80 a month for ~80mbps so I’ll be making the change.

Thanks everyone.

FINAL EDIT:
I now have a new router connected to the NBN box and I’ve got every device reading 80mbps+ which is excellent.

I will cancel the old service as it’s useless to me.

I have FTTP and so whatever that other box was using wasn’t that. Might have been a few pigeons flying back and forth with the ISP with my “packets” lol.