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FAQ - Internet

Residential

What kind of modem can I use?

Different network types have requirements for router compatibility. To ensure smooth network connection, it is recommended that you contact customer service before installation to confirm whether your device is compatible with our service.
In order to make you worry-free and effortless, we also provide high-quality routers from globally renowned brands, which have been pre-configured for you. They are plug-and-play and do not require additional settings. Compatibility and stability are more guaranteed, making them the first choice for the vast majority of customers.
Reply with Live Agent and we’ll respond quickly to help you with the best plan for your needs!

What is the New Development Charge?

The New Development Charge is a fee implemented in 2016 that charges all connections made in areas that the fibre infrastructure provider (e.g nbn®) has identified as within the boundary of a new development. The implementation of this fee was a decision made by the Australian government to shift partial costs of the fibre infrastructure onto “the parties that use or benefit from them”. All service providers will charge this fee on behalf of nbn® when the internet service is activated.

Is there any activation fee?

In most cases, only the monthly fee is applied. In only a few exceptional cases, there may be one-time fees such as New Development Charge, New Connection Fee, and Activation Fee, which depend on specific circumstances (including factors like upstream carrier policies, special promotions, network type at the address, and site-specific conditions). Some upstream carriers may also charge a nominal activation fee.
Get connected today! Visit Here to sign up, or reply with Live Agent — we’ll assist you promptly.

Do I need to prepare the modem or router?

Different network types have requirements for router compatibility. To ensure smooth network connection, it is recommended that you contact customer service before installation to confirm whether your device is compatible with our service.
In order to make you worry-free and effortless, we also provide high-quality routers from globally renowned brands, which have been pre-configured for you. They are plug-and-play and do not require additional settings. Compatibility and stability are more guaranteed, making them the first choice for the vast majority of customers.

Can I use my own router?

It depends on whether your current router is locked and whether it meets our network configuration and speed requirements. In many cases, existing routers can be reused.
We recommend that you provide the brand and model number of your router to our customer service team, so we can help confirm its compatibility and ensure optimal performance.
Alternatively, we strongly recommend using Occom’s pre-configured router, which features a world-class brand, is fully compatible with our network, and offers a hassle-free setup and smoother internet experience.

Is there any promotion currently?

Occom offers a range of promotional deals, including holiday specials, limited-time discounts, referral rewards, and mobile SIM + broadband bundle plans.

Please contact our support team, and we’ll assist you promptly and recommend the best offer for your needs!

Do you offer no-lock in contract?

We offer flexible contract options: No Lock-in, 12-month, and 24-month plans — so you can choose based on your expected length of stay.
For more details on the benefits and suitable plans for each contract type, please contact our support team. We’ll be happy to assist you with a personalized recommendation.

How to refer a friend?

Refer a Friend – Get $40 Each!
Once your friend completes 40 days of service, you both get a $40 rebate.
Just share your customer ID with your friend — they’ll provide it at signup to claim the reward.

Is there a data usage limit on the plans?

Generally, all our fibre plans offer unlimited data, with no usage limits. You can enjoy high-speed internet worry-free, without the concern of excess charges.

Can I upgrade or downgrade my plan

Defiently! During your service period, you can adjust your plan based on your usage needs. Upgrading your plan is free of charge—you’ll only need to pay the difference in the new monthly fee. If you wish to downgrade, we can also arrange that for you, although a small processing fee may apply.

Do I have to pay any surcharge?

Occom offers various payment methods, including Direct Debit, BPAY, and more. Some payment methods may incur a surcharge, which is typically used to cover the costs associated with processing the transaction. The surcharge amount may vary depending on the payment method or transaction amount.

What are the types of nbn® internet and what WiFi devices should I use?

FTTP – Fibre to the premises utilises fibre optic cable to connect your premises directly to nbn® from the nearest node. In order for this connection to work, a utility box will be required to be installed outside of your premises in addition to a connection box that is installed inside the premises. FTTP is the best nbn® connection type of technology, which is more consistent in its delivery of ultrafast internet speed. You will need to connect a router to the Network Termination Device (NTD) to access Internet service.

FTTN – Fibre to the Node utilises fibre optic cable to the nearest node to your premises. The signal from the optic fibre cable then travels down through existing copper lines to the primary telephone wall socket. A VDS2-compatible modem router is required for this type of connection to work.

FTTB – Fibre to the Building utilises fibre optic cable all the way to a shared point in the building’s communications room. From there, the connection travels along the existing copper lines to each customer. In order for this type of connection to function, a VDSL 2-compatible modem router is required.

FTTC – Fibre to the Curb is the newest technology available, which is capable of bringing optic fibre cables almost all the way to your premises. The connection then travels through existing copper cables into the home for quick and stable internet. A nbn® connection device, short for NCD, is then set up within the premises and then connected to the primary telephone wall socket. You will need to connect a router to nbn® NCD to access Internet service.

HFC – Hybrid Fibre Coaxial is utilised where there is an existing cable network that can be used to make the final part of the connection. Similarly, with FTTN and FTTB, fibre optic cable is connected to a nearby node. A coaxial cable is then used to connect to a nbn® device, which is installed inside the customer’s premises. You will need to connect a router to nbn® HFC NTD to access Internet service.

For more information on nbn® speeds, see here https://occom.com.au/au/what-nbn-speed-tier-do-i-need/.

What nbn® speeds are provided?

Occom provides a variety of different speed tiers for nbn® broadband access. Different broadband plans have different maximum download speeds varying from 12 megabits per second (Mbps), 25Mbps, 50Mbps, 100Mbps, 250Mbps, and 1000Mbps. Occom is one of the few best nbn® providers who can provide up to 1000Mbps with our rocket plan. Customers are able to choose between these plans depending on their speed preference. Contact us today for professional advice and assistance.

What is the nbn Termination device?

The Network Termination Device (NTD), also known as the nbn® connection box, is required to be installed to connect to the nbn® network. NBN Co installs the device inside your home, which then connects to your Occom WiFi modem. The nbn connection box takes the data transmitted from fibre optic cables and converts it to electronic signals that your router can use. In the case of nbn™ Fibre to the Premises (FTTP) networks, one NTD can support more than one active internet service. On the day of connection, contact our support team to assure that your connection box is activated and working.

What should I do to make an appointment for nbn installation?

Available appointment windows vary depending on the availability of nbn® technicians in your area. Appointment times can be either 8am to 12 noon or 1pm to 5pm in the afternoon. The nbn® technician may call you when they are on their way. Please ensure that you are available for the full appointment time slot. Please also ensure:

the landlord or authorised representative of your account is on site and available to ensure during installation, all the equipment is installed where you want

The access to all work areas (including any required access permits). This includes all server and communications rooms for your residence/business (if there is any) in order for the installation.

How is Occom different from other nbn® providers?

Occom is a top-rated nbn service provider in Australia, receiving 4.9/5 stars from 10,000+ Google reviews. Occom has sufficient bandwidth and smart internet routing to ensure the quality of service we promise. On top of that, Occom has affordable plans in addition to a selection of hand-picked modems from the world’s best brands. Our customer service team will also be happy to assist those customers who wish to bring their own modem (BYO) for internet configuration. We are proud of our fantastic customer reviews and strive to provide the services and customer support to meet the highest standards. Get Faster, Get Occom! Faster responses, faster setup, faster internet speeds, and faster troubleshooting.

Business Internet

How can I apply for the business services?

Occom offers business fiber optic services designed for companies, shops, office buildings, and other commercial users. Compared to residential broadband, business fiber typically offers higher stability, faster upload/download speeds, lower latency, and priority technical support to meet the needs of businesses for office work, data transfer, video conferencing, and multi-device connectivity.
Get a quote for business fibre services with a customised solution. Email your contact details and requirements to business@occom.com.au. Our team will get in touch with you as soon as possible to provide expert advice.

what is Occom 4S Business Fibre?

  1. Scale-Easily upgrade speed and bandwidth as your business grows — no costly fibre upgrades needed. Stay ahead with infrastructure that scales when you need it.
  2. Speed-With up to 10G/10G symmetrical speeds on dedicated business level fibre, experience faster, congestion-free performance and seamless business growth.
  3. Secure-Ensure enterprise-grade security and reliability with a dedicated link, dual backhaul protection, and optimized routing — delivering a stable and highly secure network for your business operations.
  4. Support-Our 365-day online, multi-language support team, along with on-site tech experts, ensures fast issue resolution and minimal downtime, keeping your business running smoothly.

Why Choose Occom 4S Fibre?

  1. A Guaranteed SLA- With 99.95% service uptime backed by dual diverse backhauls and built-in redundancy, you can count on uninterrupted connectivity and seamless business operations.
     
  2. Free Static Public IP- Enjoy a free static public IP for secure remote access, reliable hosting, and seamless business networking.
     
  3. Fast Installation-Buildings with pre-built Occom 4S fibre allows for standardized setup and rapid provisioning in sub 10 days. Get connected quickly with a seamless, hassle-free installation.
     
  4. Cost Savings-Enjoy double the speed at no extra cost or save 20% on your current business level Internet bill with transparent pricing and flexible plans.
     
  5. No Lock-in Contract-Stay flexible with month-to-month plans — no long-term commitment required. Perfect for businesses that value freedom and control.
     

Network Issues & Help

IPv6

We offer a wide range of popular internet plans, supported by major infrastructure providers such as NBN, OptiComm, etc. No matter if you’re into streaming, gaming, or remote work — we’ve got the perfect plan for you.
Here are our most popular residential/home broadband plans:
– Rocket (250/25Mbps) – $95/month for 6 months, then $110/month. Perfect for 4+ devices, 4K/UHD streaming, and multiple users gaming simultaneously.
– Lightning (1000/50Mbps) – $115/month for 6 months, then $125/month. Perfect for 8K streaming, 4K/UHD streaming across 6+ devices, download AAA games effortlessly.
Reply with Live Agent and we’ll respond quickly to help you with the best plan for your needs!

Fair use policy

We offer a wide range of popular internet plans, supported by major infrastructure providers such as NBN, OptiComm, etc. No matter if you’re into streaming, gaming, or remote work — we’ve got the perfect plan for you.
Here are our most popular residential/home broadband plans:
– Rocket (250/25Mbps) – $95/month for 6 months, then $110/month. Perfect for 4+ devices, 4K/UHD streaming, and multiple users gaming simultaneously.
– Lightning (1000/50Mbps) – $115/month for 6 months, then $125/month. Perfect for 8K streaming, 4K/UHD streaming across 6+ devices, download AAA games effortlessly.
Reply with Live Agent and we’ll respond quickly to help you with the best plan for your needs!

Other Network Info

Game Ping/Packet Loss

Please refer to the following basic troubleshooting steps:

1. Check your connection method:

  • Please confirm whether you are currently connected via Wi-Fi or using a wired Ethernet connection.
  • If you are using Wi-Fi, we recommend switching to a wired connection directly to your router or fiber box for a better gaming experience. Wireless signals are often affected by environmental factors, which can cause unstable latency during gameplay.

 2. Check if a VPN or game accelerator is enabled:

The network quality when using a VPN or game accelerator depends on the servers of the VPN / game accelerator provider. Your internet service provider cannot control the network quality after the VPN or game accelerator is activated.

If your VPN or game accelerator is currently disabled, please further check your network settings to see if a proxy is enabled. If a proxy is active, try turning it off and test the game again to try if the issue persists.

WiFi Issue

If your router is installed in the garage, it may cause weaker Wi-Fi signals in other areas of your house, especially in rooms that are separated by walls or located far from the router.
To improve your internet experience, you can consider the following options:
  1. Move the router: If possible, try relocating the router to a more central position in the house, closer to where you use the internet most often.
  2. Add a Wi-Fi extender or Mesh router: You can extend the wireless signal by adding a Wi-Fi extender or a Mesh router to improve coverage and stability.
  3. Use a jumper cable: If you have network outlets in your home, you can use a jumper cable to route the main signal to a more optimal spot for the router. We can assist in checking if this is a viable solution.
  4. Use a wired connection: If possible, you can use Ethernet cables to connect your computer or TV for a more stable internet connection.

No Connection

There are many factors that can cause a disconnection, such as temporary network maintenance, infrastructure issues, or device malfunctions.
You can try these simple steps to resolve the issue:
  1. Click Here to check the outage
  2. Restart your devices: Unplug the power cables from the modem and router, wait for 1-2 minutes. Plug the power cables back in and wait for all the lights to stabilize.
  3. Check the connections: Ensure that all cables are securely connected, especially the network and power cables.
  4. Test the network: If the device lights are normal but you’re still unable to connect, there may be a temporary outage or configuration issue. Try connecting to the router and testing the network.

Can I check real-time outage information in my area?

Yes. Visit the Occom Network Status page https://occom.com.au/outage-network-status/ or contact support for live outage updates. Also please check your email inbox and text messages from OCCOM as we also send Outage notifications through these methods.

Can multiple devices affect internet speed?

Yes, having multiple devices connected to your network can significantly affect your internet speed. Each device—whether it’s streaming, downloading, gaming, or just idling—shares the total available bandwidth.
For example, if someone is streaming in 4K, another is on a video call, and others are browsing or gaming, the available speed for each activity is divided, which can lead to slower performance.
To improve overall speed:
Upgrade to a higher-speed plan if multiple users/devices are active.
Use a dual-band or Wi-Fi 6 router for better traffic management.
Connect high-demand devices via Ethernet to reduce Wi-Fi congestion.
Efficient device management helps maintain a smooth internet experience for everyone.

Why is my speed slower over Wi-Fi than wired?

Wi-Fi is prone to interference from the other metal or frequency emitting devices like microwave ovens etc., Thickness of the House walls and location or distance of the router from the device trying to use the internet services as the internet or data is being transmitted wirelessly. Ethernet connections deliver maximum speed as there is no chance of interference so the outside factors cannot effect the internet speed.

Speed Issue

It’s suggested to follow the steps below for an initial check.

  1. If your router has been running for a long time, we recommend powering it off for 1–2 minutes before turning it back on to perform a restart.
  2. Perform a cable connection test as a priority. If a cable connection test is not feasible, you can conduct a WiFi test.
[5G Wi-Fi Speed Test]
  1. Connection: Connect to the router’s 5G Wi-Fi.
  2. Speed Test: Go to speedtest.net and click “Go” to start the test.
Morning (8:00 – 10:00)
Afternoon (12:00 – 17:00)
Evening (Australia’s defined peak hours: 18:00 – 24:00)
 
Note: During the speed test, make sure you are standing in front of the router. If you have a Mesh router, it should be placed directly in front of the main router. Please refrain from downloading or using any other applications, and avoid using other devices.

Why is my upload speed lower than download speed?

Most residential internet plans are designed with asymmetrical speeds, meaning the download speed is intentionally higher than the upload speed. This setup reflects typical usage patterns—streaming, browsing, and downloading content require more bandwidth than uploading.
 

If you frequently upload large files, use cloud backups, or livestream, and need higher upload speeds, you may consider switching to a higher-tier plan or a business-grade symmetrical connection, where upload and download speeds are more balanced

Dropout Issue

Wi-Fi interference is a common cause of slow internet speeds, high latency, and disconnections. You can try the following methods to minimize interference and improve stability:

1. Avoid placing the router in enclosed spaces

Place the router in a central, open area of your home. Avoid putting it in cabinets, corners, or on the floor. Keep it away from interference sources like microwave ovens, cordless phones, and refrigerators.

2. Use the 5GHz band whenever possible
Modern dual-band routers support both 2.4GHz and 5GHz. 2.4GHz has better range through walls but is more prone to interference, while 5GHz offers less interference (though slightly weaker coverage). It’s recommended to connect to the 5GHz network when available.
 
3. Reduce interference from overlapping channels
If there are many nearby Wi-Fi networks, access your router’s settings and try switching the wireless channel to avoid crowded ones (channels 1, 6, and 11 are commonly used for 2.4GHz).
 
4. Keep away from Bluetooth devices and appliances
Bluetooth devices, wireless headphones, and microwave ovens can interfere with 2.4GHz signals. Try to maintain some distance from such devices.
 
5. Use a Mesh system or Wi-Fi extender
If your home is large or has multiple floors, consider using a Mesh Wi-Fi system or signal extender to enhance overall coverage and network stability

Change NAT type

To change your NAT Type, please contact OCCOM’s customer service team by calling 1300 299 999. Our technical team will handle the configuration for you, and the change is normally completed within 24 hours.

Dial-Up on a Computer (Windows)

Please connect your computer’s Ethernet port to the optical fiber box using a network cable, then follow the steps below:
 
Windows Direct Dial-Up Settings (PPPoE)
  1. Open Network & Internet Settings:
  2. Right-click the network icon in the lower-right corner of the taskbar → Select “Network & Internet Settings”.
3. Choose Dial-up:
Click “Dial-up” → “Set up a new connection”.
Select Connect to the Internet:
Choose the “Broadband (PPPoE)” option.
4. Enter your network account credentials:
Enter your broadband username and password in the respective fields (this information can be found in the email with the subject ‘OCCOM Service Activation Notice’).
Check “Remember this password” for automatic connection next time.
5. Click “Connect” and wait for the connection to be established.
📌 Tip: If the connection fails, please check whether the network cable is properly plugged into the correct port, or whether a VLAN ID is required (some providers may require this setting).
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Device Information

Single-band VS dual-band router

We offer a wide range of popular internet plans, supported by major infrastructure providers such as NBN, OptiComm, etc. No matter if you’re into streaming, gaming, or remote work — we’ve got the perfect plan for you.
Here are our most popular residential/home broadband plans:
– Rocket (250/25Mbps) – $95/month for 6 months, then $110/month. Perfect for 4+ devices, 4K/UHD streaming, and multiple users gaming simultaneously.
– Lightning (1000/50Mbps) – $115/month for 6 months, then $125/month. Perfect for 8K streaming, 4K/UHD streaming across 6+ devices, download AAA games effortlessly.
Reply with Live Agent and we’ll respond quickly to help you with the best plan for your needs!

How can I update the firmware of my Occom-provided router?

We offer a wide range of popular internet plans, supported by major infrastructure providers such as NBN, OptiComm, etc. No matter if you’re into streaming, gaming, or remote work — we’ve got the perfect plan for you.
Here are our most popular residential/home broadband plans:
– Rocket (250/25Mbps) – $95/month for 6 months, then $110/month. Perfect for 4+ devices, 4K/UHD streaming, and multiple users gaming simultaneously.
– Lightning (1000/50Mbps) – $115/month for 6 months, then $125/month. Perfect for 8K streaming, 4K/UHD streaming across 6+ devices, download AAA games effortlessly.
Reply with Live Agent and we’ll respond quickly to help you with the best plan for your needs!