Thanks for choosing us!
Learn more about your modem delivery and set-up, how to get ready for your nbn® appointment and how to get connected.
First up, look out for a welcome email from us confirming:
- your personal details and account number
- your connection address
- your plan, set-up fees and monthly charges
- the technology type we’re connecting you to (Opticomm fibre or nbn)
- the timeframes to get your internet up and running
Didn’t get the email? Check your spam or Message Us from Monday to Friday, 8am to 9pm. Saturday 8am to 5pm.
What kind of modem do you have?
Whether you’ve purchased a modem with us or BYO modem, we’ll help get you connected to the internet.
I have an Origin-supplied modem
Learn how to set up your TP Link or eero 7. We also have previous guides of our older modems.
I have a BYO modem
Learn how to set up your BYO modem based on your connection type. You can also learn how to configure your BYO modem.
Modem information
Need help with your modem?
Whether you have an Origin-supplied modem or a BYO modem, we’re here to help. Read our Help & Support articles if you’re having issues with your internet or modem.
Your modem, delivery and set up
You can purchase an Origin modem through us or keep using your own if it’s compatible.
When will I receive my modem?
We’ll send you an email to let you know when you can expect your Origin modem. The email will have a link to a tracking number, so you can jump online to check where your modem is.
I’ve got my modem, how do I set it up?
Before you set up, check that you’ve received a notification that your internet service is active. If you have an Origin-supplied modem, you can follow the easy step-by-step modem set up guide. If you have a BYO modem, follow our BYO modem set up guide.
Are there any modem fees and charges?
Modem costs and delivery fees may apply. Have a look over our broadband fees and charges to see all the detail.
Can I bring my own modem?
We understand that customers might want to use their own modems with their Origin Internet service. That’s fine with us, but you need to make sure your modem will be compatible. Generally speaking, a modem has to be compatible with the technology type you’re getting. You may need to configure your BYO modem before it can be used with our network.
When can’t I use my own modem?
There are certain instances where you can’t use your own modem.
• Upgrading from ADSL to nbn (if your modem is not nbn compatible), HFC, FTTP, FTTC, Fixed Wireless or satellite nbn.
• Your modem is locked to another internet service provider. You’ll need to follow up with the provider how to unlock certain features of the modem.
Good to know:
FTTP, HFC, FTTC connection types have NTD boxes that double up as modems, so these connections will require an additional router to set up wi-fi inside the house.
FTTN and FTTB connection types need both a modem and a router. These should be VDSL2 compatible.
Got another internet service provider’s modem?
There might be additional adjustments you’ll need to make before you can get connected. If your modem is locked to another service provider’s modem, then we may be able to help you unlock it if you give us a call, but we can’t guarantee it’ll work.
The technology you’re getting
There are a number of internet types available and which technology is available to you will depend on where you live. Here’s a breakdown of how Opticomm fibre internet and nbn internet work, so you can get an idea of the technology you’ll get at your place.
nbn internet
Learn how to set up your TP Link or eero 7. We also have previous guides of our older modems.
Opticomm fibre internet
earn about BYO modem compatibility, what modems we can help with, and whether you have the right modem for your connection type.
Do you have an nbn appointment?
There are a number of internet types available and which technology is available to you will depend on where you live. Here’s a breakdown of how Opticomm fibre internet and nbn internet work, so you can get an idea of the technology you’ll get at your place.
We want your nbn appointment to go as smoothly as possible. Here are some tips to help you prepare:
- Make sure you, or someone over the age of 18 who can act on your behalf is present on the day for duration of the appointment
- Have an idea about where you’d like your nbn connection box installed
- Arrange access to your building’s communications room if you live in a multi-dwelling complex like an apartment or unit
Do I need an nbn appointment?
Many of the initial nbn builds and installations have been completed for homes across Australia, so there is less need for technicians to install nbn. If you are switching providers or speed tiers, you will not need an nbn appointment. If you’re moving to a new home that already has nbn installed, then you don’t need an nbn appointment.
How long will it take?
To connect you to an Origin nbn internet service, nbn needs to do some cable work to connect you to broadband on their network. This involves installing equipment and an nbn connection box in your home.
What happens if I need another appointment?
Most properties only need one appointment, but there are times when a second one is necessary. The nbn technician will tell you if they need to come back to complete the installation.
Do I need to do anything with the nbn connection box?
No. After the technician installs the nbn connection box, they’ll leave it switched on. Please do not switch it off. Leaving it switched on is a really important part of setting up your modem.
How do I change the date for my appointment?
You’ll need to call us on 1300 980 711 and quote your Origin Internet account number. Our activation team will arrange the next available appointment.
Having issues with your internet?
Download the Origin Internet Helper app onto your smart phone. The app can help you diagnose common issues like:
- Wi-fi coverage and wi-fi dropout issues
- Slow internet speeds
- Wi-fi devices not connecting
- Modem and router issues
- Slow video buffering or streaming
Internet service, speeds, modem and fee information
nbn and Opticomm fibre speeds explained
Learn more about the national broadband network and fibre broadband and determine how much speed or Mbps you might need for school, work, streaming or gaming at home.
nbn internet modem options
Our plans give you the option of a TP Link modem or eero 7 to support fast and reliable internet at home. You can also BYO modem if you have one that’s up for the job. To check, see your modem’s label, manufacturer’s instruction manual or other manufacturer information.
Fees and charges for internet offers
If you’re signing up for a new plan, there may be additional fees or charges that we would need to pass on to you. See the full breakdown or learn how to read your internet bill.
Moving your Origin Internet
Moving house? Relocate your existing broadband service to a new address at any time. Just give us a call on 1300 980 711 and our team will be happy to help.
Manage internet and energy in the app
Quickly and easily make changes, check your usage, manage your account and update billing details for your internet plan. You’ll also get the latest offers, rewards and more!
Help with your nbn, internet or modem
From modem set up to account settings – simply find what you’re looking for in our Help & Support section. Or get in touch with our Australia-based customer care specialists.