Arctel nbn frequently asked questions
Got questions about Arctel nbn? Our FAQ covers everything from plan setup and billing to modem requirements and troubleshooting. Whether you’re new to nbn or switching providers, you’ll find quick answers below.
Getting connected
Should I cancel my current plan or notify my outgoing provider?
When we activate your new Arctel plan, your outgoing provider will be notified if you provide us with your AVC ID. We recommend contacting them to confirm the change to avoid any issues. We would recommend doing this once your Arctel connection is up and running to avoid any gaps to your connection.
Which nbn connection is right for me and what is the difference between them?
The right nbn connection for you depends on the technology available at your address. Enter your address in our availability checker to see your options.
Arctel supports all major nbn connection types including FTTP, FTTC, FTTN and HFC and you can choose a plan based on your household usage. For more detail, read all about Understanding nbn Connection Options or read our nbn FAQs.
How long does it take to get connected?
If you are already connected to the nbn and replacing an existing nbn plan, your connection with Arctel wont take long to activate and will be live on the day requested.
Please provide us with your AVC ID at checkout to ensure there are no delays with getting your service live.
If you need to be connected to the nbn for the first time, you may need to book a nbn tech appointment. Depending on location and technician availability, this can take a couple of weeks.
Do I need a new modem or can I bring my own?
If you have a modem there is no need to get a new one. Please note, if you BYO modem, this may limit you from utilising the maximum speed of your nbn plan.
Arctel provides modems free of charge in some cases. Using an Arctel supplied modem will reduce issues and ensure that in the event of any set up queries, our team can help you troubleshoot them quickly. Our modems will provide you with the maximum capabilities of your plan.
I picked a BYO modem plan, how should it be configured?
Please ensure that your modem is reconfigured to be set up for a Dynamic IP connection rather than PPOE. You will need to know the account name and password for your modem (can be found on the bottom of the modem) to process this change.
Our team can offer some support with modem troubleshooting if you have your account name and password.
Read our help article for more: How to configure your BYO modem for Arctel
Changing or cancelling your plan
Can I change my plan anytime?
You can switch your plan to any other Arctel plan available at your address. You can reach out to us at [email protected] or give us a call on 1300 272 835 (ARC TEL) and let us know which plan you would like to switch to and we will organise it for you.
If you are upgrading your plan, you will be charged the additional cost of your new plan. If you chose a lower plan, the new pricing will kick in for the next period.
If I’m moving house, how do I transfer my connection?
Your services can be moved with you. Some changes to your plan may need to be made based on the new locations nbn technology. For more information, please read our article – Moving House
How do I cancel my plan?
We want you to stay but understand if you want to go. We have no lock in contracts, you can leave anytime until the last day of the month and we will end your billing automatically. We would recommend notifying us on your plan to change providers to ensure a smooth transition.
You can reach out at [email protected] for more information. Please note we can not cancel services over the phone.
Can I keep my modem if I cancel?
If you purchased a modem outright, you are able to keep it and use it with your new service. If you received a free modem and have not been an Arctel customer for more than 24 month you will need to pay a one-time fee when you cancel your subscription.
Price & plan FAQs
Can I choose from any plan?
Plan availability is based on the connection type at your address. Free nbn upgrades may be available at your address.
To find the options available for you, enter your address here.
Are there any additional monthly charges?
No, there will be no additional monthly charges to your service. If your house is a new build, there may be a once off fee required for installation, however our team will notify you of this. At Arctel we don’t hide any costs from you.
Will the cost of my plan change?
Unlike other telecom providers we want to give you the best ongoing price possible. We currently have promotions which offers discounted pricing for longer periods to keep your costs low rather than forcing you to switch providers frequently.
For any questions about pricing, please feel free to reach out to our friendly team at [email protected] or give us a call at 1300 272 835 (ARC TEL)
Is there a minimum contract period?
No, we only offer no lock-in contract plans. However, if you chose a free modem, you will be required to stay connected for a certain term to avoid additional fees.
I already have an nbn plan, but need one for another address. Can Arctel support this?
Yes, you can have multiple nbn plans across different addresses. These plans must be set up individually through our website & will be billed seperately.
What payment options are available
We currently support direct debit by credit/debit cards for AMEX, Visa and Mastercard
How does your billing cycle work?
At Arctel, we take payment upfront for a month in advance and then bill all customers on the 1st of each month. On your second months invoice, you will receive a credit back for any days you had paid for upfront that you did not have a service for.
Nbn FAQs
Why am I not eligible for an Arctel plan?
If your address is showing no available plans, this unfortunately means we cannot provide an Arctel plan at this time. There are a number of possible reasons for this which are primarily network and technology based.
Connection FAQs
How fast are the Arctel plans?
Arctel has different nbn plans to meet different usage needs
- Cruisy Lite: 25/10 Mbps – For basic internet usage
- Cruisy: 50/20 Mbps – perfect for emailing, web browsing & minimal streaming
- Fast: 100/20 Mbps – ideal for those who work from home
- Super Fast: 500/50 Mbps – ideal for users wanting to stream often.
- Hyper Sonic: 1000/100 Mbps – For those with a ‘need for speed’
There are other factors that may impact the speed of your connections such as network congestion in the evening, the number of devices connected and extreme weather conditions.
How can I check for any Arctel outages?
Planned and unplanned outages will be listed on the Arctel website. Our team will also send you an SMS and email with all the information you need to know about any planned or unscheduled outages.
What are Typical Evening Speeds?
Typical Evening Speeds are the average speeds experienced by users during 7pm and 11pm when most people are surfing the web. The speeds listed are not guaranteed and the speed you experience is impacted by the nbn technology at your address and network demand. For more information, reach out to our team over the phone at 1300 272 835 (ARC TEL), or by email [email protected]
Do you support CG-NAT opt outs?
Yes, we are able to support CG-NAT opt outs and provide a Static/Public IP. There is a $5 fee per month for this service.
Once you place your order, send us an email at [email protected] with your order number and confirmation that you are happy to proceed with the additional fee.
Getting help
How do I contact support?
With ease! You can choose to contact our support team over the phone at 1300 272 835 (ARC TEL), or by email [email protected] (recommended for non-urgent issues).
Where are the support technicians based?
Our engineers are all based in Australia. We have additional support team members based in the Philippines who help our Australia based team prioritise tickets raised by customers to ensure they are addressed quickly and based on severity.
Are there any promotions or discount pricing for new customers?
We’ve chosen to offer competitive pricing that lasts. We promise to continue to provide the best prices and benefits for our new and existing customers.
A couple of extra FAQs
Does Arctel provide home or mobile phone lines?
Not at present but we are working on it… stay tuned.
Are the Arctel plans suitable for business?
The Arctel plans on our website are designed for household use. We do offer business plans and they are equally competitive in price. To learn more about business plans email [email protected]