Frequently Asked Questions

Find common queries below

How can I contact Nextalk?

Nextalk operating hours are from 9:00AM – 5:00PM (AEST), Monday – Friday.

You can call us directly via phone, send us an email to customerservice@nextalk.com.au, or lodge your query via our contact form over at www.nextalk.com.au/contact

If you require customer service out of hours, simply leave a message and we will call you back as soon as possible the next business day. We will endeavour to respond to all queries within (1) business day.

How do I setup direct debit on my account?

To setup direct debit, simply download the Direct Debit form below, and complete and return it to the Nextalk team via any of the following methods: Fax: 1300 785 041 Email: customerservice@nextalk.com.au Post: GPO BOX 774, Melbourne VIC 3001

What speeds are available on my ADSL service?

Nextalk provides ADSL services through the Telstra Wholesale network which theoretically provides speeds up to 20Mbps where ADSL2+ is available.

If we are unable to provide you with ADSL2+, we will attempt to provide you with ADSL1 which provides a maximum speed of 8Mbps.

Actual speeds will be lower than these maximum speeds, and are based on several factors including your distance from the telephone exchange, the quality of your telephone line and the way you are connecting to the Nextalk modem.

The minimum guaranteed speed by our wholesaler (Telstra) for any ADSL service is 1.5Mbps. Any speed over this is considered above the minimum standard.

What is the difference between a Regional and Metro ADSL Plan?

Nextalk ADSL is provided through the Telstra Wholesale infrastructure. The zoning of Network Regional plans is determined by Telstra who own the network.

Where Telstra classify your address as Zone 2 or Zone 3, you will fall within regional plans and pricing. This means you would not be eligible for a Metro plan.

With all Nextalk NBN ready plans, you are able to upgrade to NBN when it becomes available in your area, which replaces the Regional ADSL plan.

I have recently signed up and want to cancel my order

Upon placing an order with Nextalk, we immediately begin provisioning the service so that we can have you connected as quickly as possible.

For this reason, we are unable to process a refund for any cancellation requests on orders currently “in-progress”.

An order is deemed “in-progress”, once we notify you that the up-front payment has been processed.

Can I keep my phone number when transferring to Nextalk?

Network can generally retain your existing phone number when it is transferred from an active phone number on the Telstra network. Nextalk is not able to provide transfers from telephone numbers not on the Telstra network.

What is the difference between ADSL2+ and ADSL1?

Where possible, Nextalk will provide you with the fastest ADSL connection available in your area. Where ADSL2+ is not available (IE, there are no ports available at the exchange), we will provide you with the an ADSL1 service instead. The maximum speeds for ADSL1 will be lower than ADSL2+, as outlined in the speeds FAQ.

I live in an apartment and my ADSL service is not working

For ADSL services in apartments or units, the carrier’s (Telstra) responsibility for the phone line that connects your service runs from the local exchange to the Main Distribution Frame (MDF), which is basically a communications hub at the bottom/back of your building. The responsibility of the rest of the internal building wiring, from the MDF to your apartment/unit, is ultimately up to the Real Estate/Landlord. If initial troubleshooting indicates a fault with your phone line, Nextalk’s technical support team will suggest to organise a private technician to check the line from the MDF to the first socket in your unit/apartment BEFORE we log a fault with the carrier. This is because an incorrect call out fee of $169.00 will apply if no fault is found on Telstra’s line or equipment when a fault is logged.

Can I get an NBN Service at my premises?

NBN is currently available to around 50% of Australians and NBN is scheduled to be available to 90% of Australia by 2020. To check when NBN will be made available at your address, simply use our “Check My Address” tool at: www.nextalk.com.au/check-my-address Cant find your address? Contact Nextalk on 1300 NEXTALK (1300 639 825)

What speeds are available for NBN at my address?

The NBN network uses different technologies across different locations throughout Australia. For technologies, such as Fibre to the Node (FTTN), and Fibre to the Basement (FTTB), there may be a “Co-existence Period”. During this period, exchange based ADSL &/or special services may co-exist on the same network infrastructure as the NBN service. Where this occurs, optimal speeds may not be possible due to interference from other services sharing the same network. The co-existence period is generally scheduled to last 18 months from the date NBN rollout is complete. For NBN services on the Fixed Wireless (FW) technology, the maximum speed possible is always capped at a maximum of 50mbps download and 20mbps upload.

How long does it take to get an NBN connection installed?

We will provide you with a turnaround estimate when you order your service. The turnaround for connecting your service is based on the nbn technology available at your address and the current progress of the rollout to your home. The table below outlines the different available technologies and how long it will take to get you connected.

 

NBN Technology Service Class Description Days to Provision
Fibre 0 The site is planned to be serviced by fibre. N/A
Fibre 1 The site is serviceable by fibre, with no PCD or NTD in place. Up to 20 business days
Fibre 2 The site is serviceable by fibre, PCD is installed, no NTD in place. Up to 10 business days
Fibre 3 The site is serviceable by fibre, PCD and NTD are installed. 1-3 business days
Fixed Wireless 4 The location is planned to be serviceable by fixed wireless N/A
Fixed Wireless 5 The location is serviceable by fixed wireless, no antenna and NTD in place Up to 10 business days
Fixed Wireless 6 The location is serviceable by fixed wireless, antenna and NTD in place 1-3 business days
Satellite 7 The location is planned to be serviceable by satellite N/A
Satellite 8 The location is serviceable by satellite but no satellite dish / NTD yet in place N/A
Satellite 9 The location is serviced by satellite (dish and NTD in place) N/A
Copper 10 The location is planned to be serviceable by copper N/A
Copper 11 The location is serviceable by copper, copper lead-in required Up to 20 business days
Copper 12 The location is serviceable by copper, jumpering is required Up to 10 business days
Copper 13 The location is serviceable by copper, infrastructure in place 1-3 business days
HFC 20 The location is serviceable by cable (HFC) N/A
HFC 21 The location is within the HFC footprint, no drop, wall plate or NTD Up to 15 business days
HFC 22 The location is within the HFC footprint, drop in place, no wall plate or NTD Up to 10 business days
HFC 23 The location is within the HFC footprint, drop and wall plate in place, no NTD Up to 10 business days
HFC 24 The location is within the HFC footprint, drop, wall plate and NTD in place 1-3 business days

When adding a further NBN Phone (VoIP) service, a new number can be activated in 1-2 business days. When transferring an existing number to NBN, it can take up to 10 business days.

Do I need to pay for my NBN appointment?

If you have existing ADSL/Fixed phone infrastructure in your into today, you will not pay for standard NBN installation. If you don’t have existing infrastructure at your current home, or it has been removed, a $300 New Development Charge may apply. In this instance, we will contact you and seek agreement before we proceed with the order. For more information on the NBN New Development charge, click here.