How can we help?
Guides for getting connected, setting up your router and sorting out the usual hiccups.
Network outages
Internet down? Check for outages on your network, see our service status, and find quick fixes to try at home.
Signing up and getting connected
Checking your address, signing up, and what happens on connection day.
- Address not found and other signup problems What to do if the address checker can’t find your address, what a new development fee is, and how promotional prices work when you sign up.
- Connection day: what to expect What happens on the day your service is connected, how to plug in your router, and what to check if your new service isn’t working yet.
Troubleshooting
No internet, slow speeds, dropouts, Wi-Fi coverage and resetting your equipment.
- No internet? Start here Check for an outage, restart your router and connection box, and check their lights, before you report a problem to us.
- Troubleshooting nbn FTTP What the lights on your nbn FTTP connection box mean, which port your router plugs into, and what to check when your fibre service isn’t working.
- Troubleshooting nbn FTTC How your nbn FTTC connection device connects to the phone socket and your router, why it must stay powered on, and what to check when it won’t connect.
- Troubleshooting nbn Fixed Wireless Check your nbn Fixed Wireless connection box and its lights, restart it the right way, and find out what affects fixed wireless speeds.
- Improving Wi-Fi coverage at home Where to put your router, separate Wi-Fi names for 2.4 GHz and 5 GHz so your devices use the faster band, when mesh helps, and guest Wi-Fi.
- CGNAT, static IPs and port forwarding What a shared public IP (CGNAT) means for gaming, cameras and remote access, how to get a static IP so port forwarding works, and using a tunnel instead.
- Improving slow internet speeds Find out whether slow internet is your connection or your Wi-Fi and devices, with simple speed tests, Wi-Fi tips, and what to do next.
- Slow speeds or dropouts: when nbn investigates When nbn will investigate slow speeds or dropouts as a Performance Incident, in plain English, and what to send us to raise one.
- Restart or reset your nbn HFC connection box How to restart or factory reset the nbn HFC connection box (Arris CM8200 or CM820), and what its lights should show.
Account and billing
Paying your bill, logging in, changing or cancelling your plan, and making a complaint.
- Paying your bill How your card is charged automatically each month, how to update your card in Client Login, and what happens when a payment fails.
- Overdue bills, suspension and reconnection The reminders we send when a bill is overdue, when a service is suspended, and how to get reconnected. There’s no reconnection fee.
- Logging in and keeping your account secure Reset your Client Login password, add authorised contacts, and how we check it’s you with a one-time code before we make changes.
- Changing your plan or speed Move to a faster or slower plan any time, with no fee or lock-in contract, and what happens to your price when a promotion ends.
- Cancelling your service How to cancel a Quokka Net service with no exit fee, what your final bill includes, and your refund for the days you won’t use.
- Making a complaint, and escalating to the TIO How to make a complaint, how quickly we’ll respond, and how to escalate it to the Telecommunications Industry Ombudsman (TIO).
- Billing information Your anniversary date, when each invoice is issued and due, and how you can pay.
- Moving home Tell us your new address and move date, and we’ll set up your service at your new place.
- Financial hardship assistance Struggling to pay your bill? A payment plan or changes to your service may help you stay connected.
Routers that work on your network
What your router needs for each network, and the models we know work or don’t.
- Routers and modems that work on the nbn What your router needs for nbn FTTP, HFC, FTTC, Fixed Wireless, FTTN and FTTB, including PPPoE or Dynamic IP and 2 Gbps Hyperfast, and the routers we know work.
- Routers and modems that work on Opticomm Most routers work on Opticomm: it needs a WAN Ethernet port and Dynamic IP (DHCP), with no username or password. See the routers we know work.
- Routers and modems that work on SUPA Networks Most routers work on SUPA Networks: it needs a WAN Ethernet port and Dynamic IP (DHCP), and a 2.5 Gbps WAN port for 2 Gbps. See the routers we know work.
- Routers that work on Neoloop (Lynham Networks) Your router needs a WAN Ethernet port and PPPoE for Neoloop, formerly Lynham Networks. See the routers we know work with Quokka Net, and the ones that don’t.
Setting up your router
Step-by-step setup for the routers we sell and popular bring-your-own models.
- Set up a NetComm NF18Mesh How to set up a NetComm NF18Mesh for nbn (including FTTN and FTTB), Opticomm or other fibre networks, what its lights mean, and how to factory reset it.
- Set up a TP-Link Archer AX23 Set up a TP-Link Archer AX23 (AX1800) for Quokka Net: connect it, choose PPPoE or Dynamic IP, and set up your Wi-Fi, step by step.
- Set up a TP-Link Deco BE5000 How to set up a TP-Link Deco BE5000 mesh system for Quokka Net in the Deco app, with Dynamic IP or PPPoE, and what its light colours mean.
- Set up a TP-Link VX220-G2v Connect a TP-Link VX220-G2v on any nbn technology, enter your PPPoE username and password, and check what its lights mean.
- Set up a D-Link DIR-853 How to set up a D-Link DIR-853 (AC1300) router for Quokka Net with PPPoE or Dynamic IP, and what its lights, ports and buttons do.
- Set up an ASUS ZenWiFi AX Mini (XD4) Set up an ASUS ZenWiFi AX Mini (XD4) mesh system for Quokka Net with Quick Internet Setup, using PPPoE or Dynamic IP.
- Set up an eero router How to set up an eero for Quokka Net in the eero app, with Dynamic IP or PPPoE, what its light colours mean, and how to restart or reset it.
- Set up a Nokia WiFi Beacon Set up a Nokia WiFi Beacon 1.1 with the Nokia WiFi app, connect it to the internet with PPPoE or DHCP, and factory reset it.
- Frontier Networks VDSL router settings The router settings for the few Frontier Networks services on VDSL (PPPoE on VLAN 100), how to connect it, and what to check if it won’t connect.
Your connection box
Connecting to the box your network installed, and what its lights mean.
- Getting connected on SUPA Networks Find your SUPA Networks connection box, connect your router to it with Dynamic IP (DHCP), and what to check if it won’t connect.
- Getting connected on Neoloop (Lynham Networks) Find your Neoloop fibre box, connect your router to its Ethernet port with PPPoE, and check the box’s lights if it won’t connect.
- Getting connected on the Vision Network Connect your router on the Vision Network, through a Vision NTU on the phone socket or straight to the fibre box, and what to check if it won’t connect.
- Getting connected on VostroNet Connect your router to the VostroNet connection in your apartment, choose the right connection type, and what to check if it won’t connect.
- Getting connected on Opticomm Where to find your Opticomm box (ONT), which port your router plugs into, how to set up your router, and what the box’s lights mean.
- Frontier Huawei HG8546M: cables, lights, login Connect your router to a Frontier Networks Huawei HG8546M, check what its PON, LOS and other lights mean, and log in to it or reset it.
- Frontier Huawei HG658: cables, lights and reset How to connect your router to a Frontier Networks Huawei HG658, what its status lights mean, and how to log in to it or reset it.
- Vision Network FTTB NTU: setup and lights How to connect the Vision Network FTTB NTU to your phone socket and router, and what its power and diag lights mean when something’s wrong.
- Neoloop Adtran ONT lights explained What the lights on your Neoloop (Lynham Networks) Adtran ONT mean, how to restart it, and what to tell us if it isn’t working.
- Neoloop Ubiquiti NTU lights explained What the signal lights on your Neoloop (Lynham Networks) Ubiquiti UFiber Loco mean, how to restart it, and what to tell us if it isn’t working.
Usage and online safety
Estimating your data use, usage alerts and content filtering.
- Estimating your data usage Roughly how much data streaming, video calls, gaming, browsing and music use per hour, and how to save data on a mobile plan.
- Usage and spend notifications When we email usage alerts for mobile services, how often call and data usage updates, and where to check your usage.
- Content filtering and online safety How to filter content at home with an approved Family Friendly Filter, online safety tips for parents, and how to report harmful content.