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Frequently asked questions
Contracts, setup, speeds, billing and troubleshooting — the things people ask us most. Still stuck? Call 1300 290 094.
General Questions
Do you have contracts?
Nope! All our plans are month-to-month. You can upgrade, downgrade, or cancel anytime.
Is there a setup fee?
In most cases, no setup fees apply if you already have an active connection. For new developments, there is a one-time fee of $300.
How long does it take to get connected?
Most NBN activations are completed within 1–3 business days. In some cases, a technician visit may be required, which could take a little longer.
Internet Plans
What internet speeds do you offer?
We offer NBN plans from 25 Mbps up to 1000 Mbps (where available).
Speeds depend on your address and NBN technology type.
Do you offer unlimited data?
Yes! All our plans come with unlimited data, so you'll never worry about usage caps.
Should I upgrade to a bigger plan?
Upgrading to a bigger NBN plan depends on your internet usage. If you have multiple devices streaming HD/4K video, gaming online, or working from home with large uploads/downloads, a higher-speed plan like NBN 100/20 or above may improve your experience. For light browsing, emails, and casual streaming, your current plan is usually sufficient. You can always adjust your plan month-to-month with Ripple Networks.
Can I change or upgrade my plan anytime?
Yes! At Ripple Networks, you can change or upgrade your plan whenever you need. If you find your current speed isn't keeping up with your household's usage, you can request an upgrade to a faster plan. Downgrades are also possible if your needs change. Most plan changes take effect within 1–2 business days, and we'll keep you updated during the process. No long-term lock-ins, just internet that fits your lifestyle.
Performance & Reliability
Will I get the maximum advertised speed?
We'll always be upfront about typical evening speeds (7–11pm).
Actual speeds may vary based on technology type, network congestion, and your home setup.
What should I do if my internet is slow?
If your internet feels slow, first try restarting your modem by turning it off, waiting 30 seconds, and turning it back on. Check that all cables are securely connected and that your modem is in a central location. Make sure other devices aren't using heavy bandwidth at the same time. You can also log in to your customer portal to check for any outages or network issues in your area. If your speeds are still slower than expected and your usage has increased, for example, multiple devices streaming HD/4K, online gaming, or large file uploads, it may be worth considering upgrading to a higher-speed NBN plan to improve your internet experience.
Support
How can I contact Ripple Networks support?
You can reach our friendly Aussie support team in a few ways:
• 📞 Phone: Call us during business hours for direct assistance 1300 290 094.
• 📧 Email: Send us an email and we'll reply as soon as possible. support@ripplenetworks.com.au
We're here to help with troubleshooting, plan changes, and general questions. Our team is based locally, so you'll always speak with someone who understands the NBN and your needs.
What should I do before calling support?
Before contacting support, try these quick steps:
1. Restart your modem/router.
2. Check for local outages on our [status page].
3. Make sure cables are secure and devices are connected properly.
If the issue continues, our team will guide you through the next steps.
When is Ripple Networks support available?
Our support team is available during standard business hours, Monday to Friday. For urgent issues, you can log a ticket online anytime, and we'll get back to you as soon as possible.
My internet is dropping out, what should I do?
First, try restarting your modem by turning it off, waiting 30 seconds, and turning it back on. Check all cables and connections to make sure they are secure. If the problem continues, log in to your customer portal to check for outages in your area, or contact our friendly Ripple support team.
Billing & Account
How do I pay my bill?
We accept credit card, debit card, and direct debit.
You can manage billing easily through your [customer portal].
How do I see my bill?
You can view all your billing when you log in to your account page.
When will I be billed?
You'll be billed monthly on the same date your service was activated.
Can I change my billing details?
Yes! You can update your billing address, payment method, or account information anytime through your [customer portal]. For any issues, contact our support team for assistance.
Troubleshooting
My internet is dropping out, what should I do?
First, try restarting your modem by turning it off, waiting 30 seconds, and turning it back on. Check all cables and connections to make sure they are secure. If the problem continues, log in to your customer portal to check for outages in your area, or contact our friendly Ripple support team. If the issue is due to an NBN outage, we'll keep you updated via our [status page] and SMS alerts (if subscribed) while NBN works to restore service.
What happens if there's an outage?
If there's an NBN outage, we work closely with NBN Co to get your service restored as quickly as possible.
Our support team will keep you informed, but repairs to the NBN network are handled by NBN Co.
Installation & Hardware
Do I need to be home for installation?
If your address already has an active NBN connection, no. If a technician is required, you'll need to be home.
Where can I find the AVC ID?
The AVC ID (Access Virtual Circuit ID) is a unique identifier for your NBN internet connection. It's like a serial number for your virtual circuit. You can find it in our customer portal, or ask our support team. Example: AVC123456789.
Fibre Upgrade
What do I need to do beforehand?
If renting, get landlord approval. Your modem location may need to move. An NBN technician will discuss equipment placement with you. An adult (18+) must be home during installation. The visit usually takes 1–4 hours, with access needed inside & outside your property.
Is the free Fibre upgrade available for everyone?
In most cases the upgrade will be completely free, but there are exceptions. The standard NBN install typically places the connection box on the inside surface of an external wall closest to the street. The location can sometimes be negotiated with the NBN technician. Power is required for the connection box, and if none is available at the installation location, you may need an electrician at your own cost. Speeds may vary depending on location, network usage, and equipment, but most customers will not require any additional work.
Still have a question?
Our support team is in Australia and answers the phone.
Conectamos hogares y negocios con NBN rápida y confiable — datos ilimitados, sin permanencia y soporte australiano.
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Soporte
- 1300 290 094
- support@ripplenetworks.com.au
- Lun–Vie, 9:00–17:00 AEST
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