Frequently asked questions
That is your choice. Each NBN plan is offered month-to-month or on a minimum term, and the term is shown on the plan card when you pick your speed. On a month-to-month plan you can change speed tier, pause or cancel through your account whenever you need to, with no exit fees. If you choose a minimum term, it runs for the period shown.
It depends on your address and nbn® technology type. Once you order, our team places the connection with nbn® and we’ll confirm your connection date by email. If nbn® needs to send a technician, that’s scheduled with you directly.
You can use any nbn®-compatible router. If you’d like us to supply one, get in touch before or after you order and we’ll arrange it with your connection.
Each plan card lists the typical evening (7–11 PM) speed for that tier. Actual speed depends on your nbn® technology type, distance from the node and your equipment.
Yes — enter your address in the NBN checker on the plans page and we’ll show every plan available at that exact connection, including the technology type (FTTP/FTTC/HFC/FTTN) and typical evening speed.
Pennytel doesn’t charge a setup or activation fee. On a month-to-month plan, changes and cancellation are fee-free too; if you chose a minimum term, ending it early may attract the fees set out in your Critical Information Summary. At some addresses — typically new developments — nbn® applies its own New Development Charge. Our address check flags it before you order.
Our local Aussie support team answers calls and chats Monday to Friday, 9am–5pm AEST. PennyBot (our AI assistant) and your self-serve account portal are available 24/7 for anything that can't wait.