Signing up starts with checking your address. This page explains what to do if the checker can’t find your address, what a new development fee is, and how promotional prices work.

The checker can’t find my address

The address checker looks your address up in the networks’ address databases. If it can’t find it:

  • Try typing less. Start with the street number and street name, then choose your address from the list. Leave out words like “Unit” or “Apartment”, and try 5/12 Smith Street rather than Unit 5, 12 Smith St.
  • Try nearby spellings. New estates sometimes have a different suburb or street name in the network’s database than on your contract of sale.
  • New build? A brand-new address can take a while to appear in a network’s database, especially before the home is finished.

Still can’t find it? Call us on 1800 663 977. We can look your address up directly with each network.

“We couldn’t find a network connected to that address yet”

The checker found your address, but no network we connect lists it yet. That can happen when:

  • the network is still being built in your estate or building
  • the network hasn’t finished connecting your home
  • your address is on a network we don’t connect

Call us on 1800 663 977 and we’ll find out which network your address is on, and when it’s expected to be ready.

New development fees

Some networks charge a one-off new development fee, usually $300, if yours is the first connection at a newly built home, or in an area where the number of homes has grown. It’s a network charge, not a Quokka Net fee, and it only applies once per home.

  • We show the fee in the address checker and at signup when it applies, so you know before you order.
  • On SUPA Networks, the fee is collected by SUPA Networks, usually at property settlement, so it isn’t on your Quokka Net bill.
  • Some networks also charge a new line fee when an address is classed as a subsequent install. We’ll tell you about it before we go ahead.

The fees for each network are in our Critical Information Summaries.

Promotional prices

Some plans have a promotional price for the first 6 months. The plan shows the promotional price, how long it lasts, and the ongoing price it moves to after that. The promotion is applied to your order automatically when you choose the plan, so there’s no code to enter.

When the 6 months are up, your plan moves to its ongoing price. See changing your plan.

Other signup problems

  • Can’t choose the activation date you want? Activation dates are weekdays that aren’t Victorian public holidays. Today’s date is only available until 4pm, Melbourne time.
  • Payment declined? Check your card details, and that your bank allows online payments. Your first invoice is charged when you sign up.
  • Something else? Call us on 1800 663 977 and we’ll help you through it.