Home Wireless Broadband FAQ

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About Home Wireless Broadband

What is Home Wireless Broadband?

Home Wireless Broadband is a Fixed Wireless broadband service powered by 4G mobile. It's a great alternative to fixed line broadband services such as the NBN, particularly for those who are currently on a basic NBN12 plan.

Home Wireless Broadband uses the same mobile towers as Westnet Mobile services, so if you get good Westnet mobile reception at your address, then you should get good coverage on Home Wireless Broadband. We’ll check coverage at your address before we connect your service.

 

How is Home Wireless Broadband different to WiFi?

Home Wireless Broadband and WiFi are related, but they're not the same thing.

  • Home Wireless Broadband is a broadband access service that connects your home to the internet. Your Home Wireless Broadband modem connects to the internet via signal from nearby mobile towers.
  • WiFi is a method to connect devices to your modem. Your Home Wireless Broadband modem broadcasts a WiFi network throughout your home so you can wirelessly connect your smartphone, laptop and other WiFi devices. The modem uses the latest ‘WiFi 6’ technology that should deliver a better WiFi connection than older devices.

 

Where is Home Wireless Broadband available?

Home Wireless Broadband is available within our coverage area. Please check your address on our website to see if Home Wireless Broadband is available at your location.

Please note: Home Wireless Broadband is only for use within Australia at the address nominated on your application. If you need to move house, please contact us so we can check coverage at your new address.

 

What speeds does Home Wireless Broadband offer?

All Home Wireless Broadband plans offer a maximum download speed and upload speed of 20Mbps and 2Mbps, respectively. Speeds and connectivity may vary according to the factors listed below. Home Wireless Broadband is suitable for:

  • Social media, browsing, emails
  • Standard and High Definition streaming

Home Wireless Broadband is not suitable for 4K streaming and may not be suitable for online gaming.

Actual speeds may be affected by the number of users, WiFi signal strength, network infrastructure, network congestion and more. Learn more.

 

Is Home Wireless Broadband suitable for online gaming?

Your experience using Home Wireless Broadband for online gaming can vary significantly depending on the connection requirements for the game you’re playing. As a rule of thumb, Home Wireless Broadband is not recommended for online games that require a low latency connection for time-critical gameplay (e.g. shooters, battle MMORPGs).

 

Home Wireless Broadband is essentially a data-only broadband service. It does not include a standard phone service.

The optional Virtual Phone is a feature-limited service that allows you to:

  • Forward all incoming calls to an alternative phone number of your choosing (Standard Australian landlines/mobiles only).
  • Keep your existing phone number, should you later wish to switch back to NBN, or switch to a phone service with another provider.

Please note that making calls and all other phone features will be unavailable.

 

How am I billed for my Home Wireless Broadband service?

Home Wireless Broadband is provided on a prepaid basis. Westnet will debit your bank account/credit card for the first monthly charge during the registration process (where applicable).

Each month thereafter, you will be charged 7 days prior to the end of the monthly period for the following month's monthly charge.

 

What is CG-NAT and how does it affect Home Wireless Broadband services?

Techy types should be aware that Home Wireless Broadband uses CG-NAT. Carrier-grade NAT (Network Address Translation) is a type of network that assigns services with a private IP address, instead of a dynamic public IP address. Our network will then translate that private address into a public address. This means that the following items (which depend on internal NAT) will not work on Home Wireless Broadband:

  • Port forwarding
  • Hosting web, email or file servers internally
  • Smart Home systems (e.g. accessing security camera footage remotely, home automation and printers)
  • Remote Access (i.e. accessing your home computer or devices from another location)

If you need any of these items in your home setup, Home Wireless Broadband won’t be the right fit for you. Please check your address on our website for one of our other great broadband plans.

 

Getting connected

All you'll need is a Westnet Smart Modem Gateway. You must use the modem supplied by us in order for your broadband service to operate as expected.

Please note: Some premises may require the use of external antennae with the Smart Modem Gateway. Please do not attach these antennae unless instructed to do so by Westnet Support, as using the antennae unnecessarily can actually worsen performance.

 

Not long! Your Westnet Smart Modem Gateway is an "instant connect" modem. As soon as it arrives (within 2-5 business days) simply plug it in and you'll be able to get online.

 

How does the 7 day trial for existing Westnet NBN customers work?

Existing Westnet NBN customers may be offered a hassle-free 7 day trial of Home Wireless Broadband.

  • Once you’re connected to Home Wireless Broadband, your existing NBN service will remain connected for 7 days.
  • During the 7 day trial, you may contact us for an easy switch back to NBN if you’re not happy with Home Wireless Broadband. 
    Important: You must contact us during this time if you do not wish for your NBN service to be automatically disconnected. Standard monthly charges for your NBN service will apply if you choose to keep it running beyond the 7 days.
  • If you have not contacted us to request otherwise, your NBN services will be automatically disconnected after the 7 day trial and billing for the NBN service will cease.
  • Billing for your Home Wireless Broadband service will commence once any applicable promotions (e.g. one month’s plan fees on us) have completed. 

 

If Home Wireless Broadband isn't working out for you, we may have another broadband plan that will better suit your needs. We recommend that you check your address on our website for alternative broadband plans such as ULTRA Broadband or NBN.

Customers who were previously connected to a Westnet NBN plan can easily switch back to NBN via MyAccount. Just select your Home Wireless Broadband service, then Settings > Revert to NBN.

 

Is there a cancellation fee for Home Wireless Broadband?

Home Wireless Broadband is only available on a no lock-in contract, so there's no Contract Break Fee if you choose to cancel. To avoid any Non-Return Fee for the modem, simply return the modem to us within 21 days of cancellation.

The Non-Return Fee is calculated as $8 multiplied by the number of months remaining in the first 24 months. For example, if cancelling after 18 months (i.e. 6 months remaining out of 24) the Non-Return Fee would total $48 ($8 x 6 months).

Please refer to our Pricing Schedule for more details.

 

Using Home Wireless Broadband

How do I check my monthly data usage?

We'll send you usage notifications via email and/or SMS once you've reached approximately 50%, 85% and 100% of your individual inclusions.

You can check your data usage at any time by logging in to MyAccount and selecting Check Usage.

 

If your Home Wireless Broadband plan has a monthly data limit (i.e. it is not unlimited data) and you use up all your monthly data, your broadband access will be temporarily restricted until your next billing period begins. Excess data is not available.

If you need more data, we recommend upgrading to our unlimited data plan.

 

Can I upgrade my plan?

You can upgrade your plan at any time, and the upgrade should take effect within 1 business day. The difference in monthly plan fees will be applied to your next invoice (please note that this fee is no pro-rated).

Simply log in to MyAccount and select Change Plan to get started.

 

Can I downgrade my plan?

You can downgrade your plan at any time in MyAccount by selecting Change Plan. Your downgrade will take effect at the start of your next billing period.

Please note: In the event that your plan downgrade is submitted when your next billing period begins in 7 days or less, your plan will not downgrade until the start of the following billing period. For example, if your next billing period begins on 1 January and you submit a plan downgrade request on 29 December, your downgraded plan will not commence until 1 February.

 

Can I change the destination phone number for Virtual Phone call forwarding?

If you chose Virtual Phone when you signed up for Home Wireless Broadband, you can change the destination phone number for call forwarding in MyAccount. Simply log in and select the Virtual Phone service to access the Call Forwarding settings.

Call forwarding is only available to standard Australian landline and mobile numbers.


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