Frequently Asked Questions

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Frequently Asked Questions

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  • 100% Australian Owned & Operated
  • Experienced and Knowledgeable Team
  • Local Support 24/7
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At NATAN, we understand that quick, reliable answers to your telecom questions are essential. Our FAQ page is a comprehensive resource, providing clear, detailed information on all aspects of our services. Whether you need help with billing, troubleshooting, installation, service upgrades, or network coverage, our FAQ section is here to guide you. With easy-to-navigate categories and up-to-date information, we aim to save you time and provide support when you need it. If you can’t find the answer you’re looking for, our 24/7 onshore support team is always available to assist.

NATAN's Vocus Fast Fibre

NATAN’s Vocus Fast Fibre services, including Fibre 1000, are not available everywhere. Availability depends on several factors, such as whether the necessary equipment is available at your local exchange and whether your premises can connect to the network.

To find out if this service is available at your location, please contact us using the form below. We will qualify your address and provide a free quotation.

Fibre 250/500:

These services are available only if your premises are already in a Vocus On-Net building. Please contact us, and we will check availability within 24 hours for you.

NATAN’s Vocus FAST Fibre speeds are guaranteed to the Network Termination Unit (NTU or NTD), which acts as the site’s demarcation and network delivery point. TPG Fast Fibre from NATAN is contended 1:1, meaning you’re not sharing core bandwidth with other users.

Note: The actual speeds you will receive may slightly vary due to several factors. Some factors include fibre optic overheads, the network connecting the exchange, your equipment, software and internet traffic etc.

NATAN’s Vocus Fast Fibre services come with a 99.95% Uptime Commitment. This means that we assure the service will be up a percentage of the time. If we don’t meet this level for a particular month, we compensate you. Please note that planned network maintenance is not included in this commitment.

To connect to NATAN’s Vocus Fast Fibre 1000 service, you will need a Network Terminating Device (NTD), which will be provided during installation. Additionally, you will need a Communications Rack for the NTD to be installed in.

You will also require a Router to connect from the NTD to your local network. You may use your own router, provided it is compatible with our service. If you choose to use your own router, you will be responsible for its configuration and management.

If you need assistance with router configuration, management, or installation, NATAN has a network of vetted IT companies who can help. Our support team is also trained to assist you and your IT team’s needs.

Order Withdrawal Fees:
Order withdrawal fees may apply in accordance with the terms and conditions of your service, up to the full monthly fees multiplied by the remaining months. Please refer to your application form, Critical Information Summary, and key fact sheet for full details.

Relocation Fees:
Relocation fees are based on how we handle Early Termination Fees (ETFs) for services cancelled due to relocation:

  • Relocations within the same building: POA (Price on Application)
  • Relocations to a new building on the same access network (e.g., Vocus MetroE or PIPE MetroEthernet): POA
  • Relocations to a new building on a different access network: Full ETF applies

For further details, please contact your NATAN account manager or email support@natan.com.au

NATAN’s Vocus Fast Fibre 1000: service typically takes 35 business days to be connected. If the premise does not have existing infrastructure, the connection process may take up to 55 business days. 

Delays can occur due to factors such as slow responses for council permits, building management approval, or site renovations. However, NATAN’s professional project management team will keep you updated throughout the process as your Fibre 1000 service is being built.

NATAN’s Vocus Fast Fibre 250 and 500: services typically takes 35 business days, depending on factors like LAAN access, permits, building management approval, and office renovations. We aim to connect your service as quickly as possible.

No, you don’t need to use the full 1000/1000Mbps. You can have up to 4 supported services. NATAN’s expert team can assist you with selecting the right products for your needs.

Number of Services Supported:

  • Minimum: 1
  • Maximum: 4

Included Products:

  • Unlimited Internet – IP-Line with a flat-rate data plan and Static IP

Optional Products:

  • IP/MPLS VPN – IP-VPN (Single CoS or Multi (6) CoS)
  • Ethernet VPN – e-LAN (Single CoS or Multi (6) CoS)
  • Ethernet Line – e-Line (v3) – Traffic Class 3 (Intrastate b-end)
  • SIP Trunking – PAYG, National IV, and Premium IV Plans
  • ISDN Trunks – PAYG, National IV & Premium IV Plans
  • Partner Cloud Services – Partner Link (AWS, Azure, Vocus Wholesalers), etc. – TC2

Our team is here to help you choose the right options for your business.

Yes, you can upgrade your Fibre 1000 service to a 2Gbps, 5Gbps, or 10Gbps Fast Fibre service, subject to a capacity check and location availability. Please contact your NATAN Account Manager or reach out via the contact form below for assistance.

If you’re on a Fibre 250, 400, or 500 service, you can upgrade to a higher speed at any time. However, downgrading is not possible during the same contract period.

No, the Fast Fibre 2000, 1000, 500, 400 and 250 services cannot be downgraded to a lesser speed during the contract period.

If you experience issues with your Internet service, please contact us on 07 3547 4877 or via support@natan.com.au.

Support Centre operating hours are:

Monday – Friday                                                    8:00am – 8:00pm AEST
Saturdays & Sundays                                        8:00am – 8:00pm AEST
Australian National Public Holidays         Closed

nbn®Enterprise Ethernet

nbn® Enterprise Ethernet is a high-performance, dedicated internet connection designed specifically for businesses. It is NBN Co’s fastest symmetrical wholesale product and offers premium-grade service with options for prioritised traffic. With symmetrical upload and download speeds ranging from 10Mbps to 10Gbps, it also provides high capacity and enhanced support options tailored for business needs.

In September 2020, the NBN Co. announced the creation of 240 business nbn®  fibre zones as part of their $700m investment in network development.

As of 2024, 322 Business nbn® Fibre Zones can be found across the country with 142 being in regional areas. The Fibre Zones enable business access to high-speed internet, such as Enterprise Ethernet. Each Fibre Zone allows businesses to connect with no upfront build costs.

Yes, NATAN does not supply any Modems/Routers, so you will need to Bring Your Own (BYO) Modem/Router.

Depending on the end point technology used by the Fibre Broadband carrier in your area, the requirements of your Router may differ. If your location is serviced via FTTP, FTTC or HFC then your modem must have a WAN or Internet port. If your location is serviced via FTTN or FTTB then you require a VDSL compatible Modem.

In nbn® Enterprise Ethernet, ‘CoS’ (Class of Service) refers to the priority level of data traffic:

  • Low Class of Service (CoS): Offers an excess information rate with best-effort contention, suitable for low-priority applications such as internet browsing and emails.
  • High Class of Service (CoS): Provides a committed 1:1 information rate, ideal for time-sensitive applications like voice, video conferencing, and CRM database inquiries.

Yes, nbn® Enterprise Ethernet is highly reliable, offering uptime guarantees of over 99.95% due to its dedicated fibre connections and robust SLAs. This ensures minimal disruptions and fast restoration of services in the event of outages, making it an excellent choice for businesses that require consistent, high-performance connectivity.

For nbn® Enterprise Ethernet, the installation process can take around 50-80 business days, depending on your location. This service uses fibre-optic cables for high-speed internet. If your site is not already connected to a fibre network, fibre cables will need to be run from the nearest network point (such as a junction or node) to your business, which may involve underground or overhead cable installation.

NBN Co. partners with local contracting cabling companies to handle the necessary work, and the installation process includes several stages, from planning and design to installation and activation.

We offer flexible contract terms of 12, 24, and 36 months for nbn® Enterprise Ethernet. For detailed pricing and contract options, please refer to our Customer Information Summary (CIS) page. Keep in mind that your chosen contract length may affect your plan cost, including installation charges, fibre build costs, and any setup fees.

Yes, NATAN does not supply any Modems/Routers, so you will need to Bring Your Own (BYO) Modem/Router.

Depending on the end point technology used by the Fibre Broadband carrier in your area, the requirements of your Router may differ. If your location is serviced via FTTP, FTTC or HFC then your modem must have a WAN or Internet port. If your location is serviced via FTTN or FTTB then you require a VDSL compatible Modem.

  • Symmetrical Speeds: Both upload and download speeds are the same, delivering lightning-fast performance.
  • Supports Heavy Usage: Perfect for cloud-based computing, video conferencing, and high-volume usage across your entire business.
  • Fibre Network: Runs on a dedicated fibre network, including a business-grade NTD and direct access to the fibre access node. It has a low contention ratio, so it experiences minimal congestion compared to other services.
  • Ideal for Cloud Services: If you have an existing FTTN/FTTC or HFC connection and want to migrate your server to the cloud or use a cloud-based PABX, nbn® Enterprise Ethernet is the solution.
  • For Larger Businesses or Schools: If you have over 20 employees or need internet for a school, consider higher-speed tiers and contact our support team to find the right plan for your needs.
  • 24/7 Support: Supported by the nbn® Operations Centre, providing 24/7 assurance and fast restoration for business customers.

If you experience issues with your Internet service, please contact us on 07 3547 4877 or via support@natan.com.au.

Support Centre operating hours are:

Monday – Friday                                        8:00am -8:00pm AEST
Saturdays & Sundays                            8:00am – 8:00pm AEST
Australian National Public Holidays         Closed

nbn®Business

nbn® Business installation typically follows the same timeline as nbn® Residential services, with installation taking approximately one week if infrastructure is already in place. However, for new developments, installation can take up to 12-14 weeks.

You can check what nbn® service you have by visiting the NBN Co website and using their address checker. Your connection type depends on your location and can include technologies like FTTP, FTTN, FTTC, HFC, Fixed Wireless, or Satellite. Each technology has different maximum speeds and available speed tiers. NATAN delivers the following nbn® connection types, depending on your location:

  • Fibre to the Premises (FTTP): fibre-optic cable from a fibre node directly to the premises, e.g., house or
  • Fibre to the Node (FTTN): fibre-optic cable to a neighbourhood node, and from there, using the existing copper network to the premises.
  • Fibre to the Building (FTTB): fibre-optic cable to the basement of multi-dwelling units such as apartment blocks and from there using the existing copper wire to the premises.
  • Fibre to the Curb (FTTC): fibre-optic cable to an outdoor pit near the premises and from there using the existing copper network to the premises.
  • Cable/Hybrid Fibre Coaxial (HFC): a combination of fibre and coaxial cable.
  • Fixed Wireless: radio communications from an nbn®Fixed Wireless facility directly to a small outdoor antenna attached to your premises.

Yes, NATAN does not supply any Modems/Routers, so you will need to Bring Your Own (BYO) Modem/Router.

Depending on the end point technology used by the Fibre Broadband carrier in your area, the requirements of your
Router may differ. If your location is serviced via FTTP, FTTC or HFC then your modem must have a WAN or
Internet port. If your location is serviced via FTTN or FTTB then you require a VDSL compatible Modem.

Not sure what modem to use? Contact our support team at support@natan.com.au

eSLA stands for Enhanced Service Level Agreement and represents nbn®’s commitment to providing higher-level support by resolving faults within a specified timeframe. An eSLA is crucial for businesses to minimize service disruptions and is one of the key features that differentiates business-grade nbn® services from residential ones.

The eSLA available to you depends on the support package included in your plan. For example, a 12-hour eSLA is available at a discounted cost with our 100/40Mbps plan, while 250/100Mbps plans and above come with a 4-hour eSLA at no extra charge.

If you need a support package beyond what’s included in your plan, contact our team to arrange a customised business nbn® plan and support package.

A Static IP address is a fixed address assigned to a device by an Internet Service Provider (ISP). Unlike dynamic IP addresses, which come standard in our residential nbn® plans, static IP addresses do not change – meaning that other devices can find and connect to the device easily.

Using a Static IP address, your business can:

  • Utilise file hosting on a network server
  • Access printers over the network
  • Host a website or email server for your business
  • Set up remote access to your network when you’re away from the office

Your bandwidth choice should align with your business needs. For smaller businesses with fewer staff, using the internet for general applications like web browsing, emails, and streaming, an asymmetrical connection with best-effort contention is a cost-effective option for high-speed bandwidth.

For larger enterprises that rely heavily on the internet for critical services such as voice, video conferencing, and cloud applications, a symmetrical connection with high-priority or committed 1:1 contention is ideal, ensuring high-performance bandwidth around the clock.

nbn® connections are typically free if there has been a previous connection at your address. However, a $300 fee may apply for connecting additional services on some technologies, such as Fibre to the Node (FTTN), Fibre to the Curb (FTTC), and Hybrid Fibre Coaxial (HFC). If you’re in a new development or recently subdivided property, you may also incur a $300 nbn® New Development Fee. NATAN will inform you of any applicable nbn® fees before placing your order.

Learn more about NBN’s New Development Charges

Plan inclusions, prices, and promotional offers may not be available at all addresses. The service qualification address check provides a preliminary result, showing the plans and prices available in your area.

Please note that the actual plans, prices, and promotions available to you may vary as your order and connection are processed. For a full qualification, please contact NATAN’s sales team at sales@natan.com.au.

You must be on FTTN (Fibre to the Node) or FTTC (Fibre to the curb), not all address are eligible, please contact NATAN to check if your address is in the current nbn® roll out for FTTP upgrade.

Once your FTTP upgrade order is placed with nbn®, the process typically takes 2-3 weeks, depending on nbn®’s technician availability and your location. Your existing FTTN or FTTC service will continue to work with NATAN or your current internet provider during this time. 

Once an nbn® technician is scheduled, the installation usually takes 2-5 hours to complete, getting you quickly up and running on fibre.

The typical business hour speed refers to the average speed experienced by a representative group of users between 9am and 5pm on workdays. Please note that this is not a guaranteed minimum speed, and past performance doesn’t predict future speeds. 

The actual speed you experience will depend on several factors, including your access technology, network demand, local internet traffic, and the condition of your physical line.

If you experience issues with your Internet service, please contact us on 07 3547 4877 or via support@natan.com.au.

Support Centre operating hours are:

Monday – Friday                                        8:00am -8:00pm AEST
Saturdays & Sundays                            8:00am – 8:00pm AEST
Australian National Public Holidays         Closed

nbn®Residential

nbn® Residential installation typically follows the same timeline as nbn® Business services, with installation taking approximately one week if infrastructure is already in place. However, for new developments, installation can take up to 12-14 weeks.

You can check what nbn® service you have by visiting the NBN Co website and using their address checker. Your connection type depends on your location and can include technologies like FTTP, FTTN, FTTC, HFC, Fixed Wireless, or Satellite. Each technology has different maximum speeds and available speed tiers. NATAN delivers the following nbn® connection types, depending on your location:

  • Fibre to the Premises (FTTP): fibre-optic cable from a fibre node directly to the premises, e.g., house or
  • Fibre to the Node (FTTN): fibre-optic cable to a neighbourhood node, and from there, using the existing copper network to the premises.
  • Fibre to the Building (FTTB): fibre-optic cable to the basement of multi-dwelling units such as apartment blocks and from there using the existing copper wire to the premises.
  • Fibre to the Curb (FTTC): fibre-optic cable to an outdoor pit near the premises and from there using the existing copper network to the premises.
  • Cable/Hybrid Fibre Coaxial (HFC): a combination of fibre and coaxial cable.
  • Fixed Wireless: radio communications from an nbn®Fixed Wireless facility directly to a small outdoor antenna attached to your premises.

Yes, NATAN does not supply any Modems/Routers, so you will need to Bring Your Own (BYO) Modem/Router.

Depending on the end point technology used by the Fibre Broadband carrier in your area, the requirements of your
Router may differ. If your location is serviced via FTTP, FTTC or HFC then your modem must have a WAN or
Internet port. If your location is serviced via FTTN or FTTB then you require a VDSL compatible Modem.

Not sure what modem to use? Contact our support team at support@natan.com.au

An SLA, or Service Level Agreement, is a commitment about the quality and reliability of a service. For NATAN’s residential nbn® plans, there isn’t a formal SLA like business services have. We provide service and support on a best-effort basis, which means while we aim to resolve any issues as quickly as possible, specific uptime or fault resolution times aren’t guaranteed.

A Static IP address is a fixed internet address assigned to your device by your Internet Service Provider. Unlike the dynamic IP addresses included with standard residential nbn® plans, a static IP doesn’t change, making it easier for other devices or services to reliably connect to your device.

With a Static IP at home, you can:

  • Set up a home server for media, files, or backups

  • Access printers or other devices on your home network remotely

  • Host a personal website or email server

  • Connect to your home network securely when you’re away

Your choice of internet speed should match how you use it at home. For most households, using the internet for browsing, emails, streaming, and general apps, a standard asymmetrical connection with best-effort performance is a cost-effective way to get high-speed internet.

If your home has heavy internet use, such as multiple users streaming 4K video, gaming online, or working from home with video calls and cloud apps, a connection with more consistent speeds or higher priority may help ensure smooth performance for everyone at the same time.

nbn® connections are typically free if there has been a previous connection at your address. However, a $300 fee may apply for connecting additional services on some technologies, such as Fibre to the Node (FTTN), Fibre to the Curb (FTTC), and Hybrid Fibre Coaxial (HFC). If you’re in a new development or recently subdivided property, you may also incur a $300 nbn® New Development Fee. NATAN will inform you of any applicable nbn® fees before placing your order.

Learn more about NBN’s New Development Charges

Plan inclusions, prices, and promotional offers may not be available at all addresses. The service qualification address check provides a preliminary result, showing the plans and prices available in your area.

Please note that the actual plans, prices, and promotions available to you may vary as your order and connection are processed. For a full qualification, please contact NATAN’s sales team at sales@natan.com.au.

You must be on FTTN (Fibre to the Node) or FTTC (Fibre to the curb), not all address are eligible, please contact NATAN to check if your address is in the current nbn® roll out for FTTP upgrade.

Once your FTTP upgrade order is placed with nbn®, the process typically takes 2-3 weeks, depending on nbn®’s technician availability and your location. Your existing FTTN or FTTC service will continue to work with NATAN or your current internet provider during this time. 

Once an nbn® technician is scheduled, the installation usually takes 2-5 hours to complete, getting you quickly up and running on fibre.

The typical Evening speed refers to the typical internet speed experienced by a representative group of users between 7 pm and 11 pm, when many households are online. This is not a guaranteed minimum speed, and past performance doesn’t predict future speeds.

The actual speed you experience at home can vary depending on factors such as your connection type, network demand, local internet traffic, and the condition of your physical line.

If you experience issues with your Internet service, please contact us on 07 3547 4877 or via support@natan.com.au.

Support Centre operating hours are:

Monday – Friday                                        8:00am – 8:00pm AEST
Saturdays & Sundays                            8:00am – 8:00pm AEST
Australian National Public Holidays         Closed

Opticomm - Business

Being already on the Opticomm network means the connection process will likely take as little as 15 minutes to roll over. However, we generally allow for 48 hours just to give ourselves time to work through any unforeseen issues that may arise.

If there are any setup costs or activation fees, then NATAN will confirm these to you in advance. These may include:

New Connection Fee ($109): a set-up fee from Opticomm is applicable for every connection request processed through NATAN. This is regardless of what stage of installation the premises is at.

New Development Fee ($300): this fee may apply when Opticomm equipment needs to be installed from scratch e.g. when the premises have recently been built, rebuilt, or sub-divided.

New Connection Charge ($330 – $550): this charge from Opticomm may be passed to the customer depending on the circumstances and costs around the installation of the service.

Yes, NATAN does not supply any Modems/Routers, so you will need to Bring Your Own (BYO) Modem/Router.

Depending on the end point technology used by the Fibre Broadband carrier in your area, the requirements of your Router may differ. If your location is serviced via FTTP, FTTC or HFC then your modem must have a WAN or Internet port. If your location is serviced via FTTN or FTTB then you require a VDSL compatible Modem.

You will require a compatible Modem/Router to use on the Opticomm network, most used Modem/Routers are TP-Link, Netgear, Asus, Belkin and Netcomm. BYO Modems can be purchased from a local IT retailer in your area e.g. Officeworks, JB-HiFi, Harvey Norman, The Good Guys.

If you experience issues with your Internet service, please contact us on 07 3547 4877 or via support@natan.com.au.

Support Centre operating hours are:

Monday – Friday                                                         8:00am – 8:00pm AEST
Saturdays & Sundays                                             8:00am – 8:00pm AEST
Australian National Public Holidays              Closed

NATAN does not currently have a residential landline offering for the Opticomm network.

To upgrade your existing plan please contact sales@natan.com.au or call us on 07 3547 4877.

NATAN can help you get relocated within a new Opticomm area. If you are moving outside of an Opticomm area, we can also provide you with a new service at your new location. Please contact our us on 07 3547 4877 or  support@natan.com.au

To cancel your NATAN service please contact our support team at support@natan.com.au  or via the chat functionality on our website. You can also email in a cancellation request via email to support@natan.com.au  

While we request 30 days’ notice to cancel month-to-month services, you can cancel these services at any time in the month. A minimum of 3 business days’ notice before the month rolls over into a new term is required to ensure you don’t incur an additional month of service. This period is required to ensure we can process your cancellation prior to incurring further costs for delivering your service.

A Static IP address is a fixed address assigned to a device by an Internet Service Provider (ISP). Unlike dynamic IP addresses, which come standard in our residential nbn® plans, static IP addresses do not change – meaning that other devices can find and connect to the device easily.

Using a Static IP address, your business can:

  • Utilise file hosting on a network server.
  • Access printers over the network.
  • Host a website or email server for your business.
  • Set up remote access to your network when you’re away from the office.

Opticomm - Residential

Being already on the Opticomm network means the connection process will likely take as little as 15 minutes to roll over. However, we generally allow for 48 hours just to give ourselves time to work through any unforeseen issues that may arise.

If there are any setup costs or activation fees, then NATAN will confirm these to you in advance. These may include:

New Connection Fee ($109): a set-up fee from Opticomm is applicable for every connection request processed through NATAN. This is regardless of what stage of installation the premises is at.

New Development Fee ($300): this fee may apply when Opticomm equipment needs to be installed from scratch e.g. when the premises have recently been built, rebuilt, or sub-divided.

New Connection Charge ($330 – $550): this charge from Opticomm may be passed to the customer depending on the circumstances and costs around the installation of the service.

 

Yes, NATAN does not supply any Modems/Routers, so you will need to Bring Your Own (BYO) Modem/Router.

Depending on the end point technology used by the Fibre Broadband carrier in your area, the requirements of your Router may differ. If your location is serviced via FTTP, FTTC or HFC then your modem must have a WAN or Internet port. If your location is serviced via FTTN or FTTB then you require a VDSL compatible Modem.

You will require a compatible Modem/Router to use on the Opticomm network, most used Modem/Routers are TP-Link, Netgear, Asus, Belkin and Netcomm. BYO Modems can be purchased from a local IT retailer in your area e.g. Officeworks, JB-HiFi, Harvey Norman, The Good Guys.

If you experience issues with your Internet service, please contact us on 07 3547 4877 or via support@natan.com.au.

Support Centre operating hours are:

Monday – Friday                                                     8:00am – 8:00pm AEST
Saturdays & Sundays                                        8:00am – 8:00pm AEST
Australian National Public Holidays         Closed

NATAN does not currently have a residential landline offering for the Opticomm network.

To upgrade your existing plan please contact sales@natan.com.au or call us on 07 3547 4877.

NATAN can help you get relocated within a new Opticomm area. If you are moving outside of an Opticomm area, we can also provide you with a new service at your new location. Please contact our us on 07 3547 4877 or  support@natan.com.au

To cancel your NATAN service please contact our support team at support@natan.com.au  or via the chat functionality on our website. You can also email in a cancellation request via email to support@natan.com.au  

While we request 30 days’ notice to cancel month-to-month services, you can cancel these services at any time in the month. A minimum of 3 business days’ notice before the month rolls over into a new term is required to ensure you don’t incur an additional month of service. This period is required to ensure we can process your cancellation prior to incurring further costs for delivering your service.

Having a Static IP address can have a number of benefits to your service; some reasons that you may have for considering using a static IP are:

  • To allow access to a VPN or work system that may require an IP address to be on an approved whitelist.
  • Remotely monitor security systems or servers hosted within your home that require a static IP address to ensure connectivity.
  • Allow others to connect to a media or gaming server hosted within your home.

If you are still unsure if you require a Static IP Address please let us know and we can direct you further.

Lynham Networks - Residential & Business

Being already on the Lynham Networks infrastructure means the connection process will likely take as little as 15 minutes to roll over. However, we generally allow for 48 hours just to give ourselves time to work through any unforeseen issues that may arise.

If any setup or activation fees apply, NATAN will confirm these with you in advance. These may include:

New Connection Fee ($100–$500): This charge from Lynham Networks may be passed on to the customer depending on the circumstances and costs involved in installing the service. The fee typically applies when Lynham Networks equipment must be installed from scratch — for example, at newly built, rebuilt, or subdivided premises.

Yes, NATAN does not supply any Modems/Routers, so you will need to Bring Your Own (BYO) Modem/Router.

Depending on the end point technology used by the Fibre Broadband carrier in your area, the requirements of your Router may differ. If your location is serviced via FTTP, FTTC or HFC then your modem must have a WAN or Internet port. If your location is serviced via FTTN or FTTB then you require a VDSL compatible Modem.

You will require a compatible Modem/Router to use on the Opticomm network, most used Modem/Routers are TP-Link, Netgear, Asus, Belkin and Netcomm. BYO Modems can be purchased from a local IT retailer in your area e.g. Officeworks, JB-HiFi, Harvey Norman, The Good Guys.

If you experience issues with your Internet service, please contact us on 07 3547 4877 or via support@natan.com.au.

Support Centre operating hours are:

Monday – Friday                                                     8:00am – 8:00pm AEST
Saturdays & Sundays                                        8:00am – 8:00pm AEST
Australian National Public Holidays         Closed

NATAN does not currently have a residential landline offering for the Lynham Networks services.

To upgrade your existing plan please contact sales@natan.com.au or call us on 07 3547 4877.

NATAN can help you get relocated within a new area. If you are moving outside of an Lynham Networks area, we can also provide you with a new service at your new location. Please contact our us on 07 3547 4877 or  support@natan.com.au

To cancel your NATAN service please contact our support team at support@natan.com.au  or via the chat functionality on our website. You can also email in a cancellation request via email to support@natan.com.au  

While we request 30 days’ notice to cancel month-to-month services, you can cancel these services at any time in the month. A minimum of 3 business days’ notice before the month rolls over into a new term is required to ensure you don’t incur an additional month of service. This period is required to ensure we can process your cancellation prior to incurring further costs for delivering your service.

Having a Static IP address can have a number of benefits to your service; some reasons that you may have for considering using a static IP are:

  • To allow access to a VPN or work system that may require an IP address to be on an approved whitelist.
  • Remotely monitor security systems or servers hosted within your home that require a static IP address to ensure connectivity.
  • Allow others to connect to a media or gaming server hosted within your home.

If you are still unsure if you require a Static IP Address please let us know and we can direct you further.

NATAN is the official supplier of internet services for Lynham Networks, a privately owned, 100% Australian-based telecommunications carrier that installs Fibre-to-the-Premises (FTTP) infrastructure in new developments and estates. Lynham Networks is available only in selected, typically newly developed areas. Its FTTP network is designed to operate without peak-time contention and is monitored 24/7 to ensure consistent performance.

SIP Voice

Business SIP (Session Initiation Protocol) enables teams to make and receive phone calls, video conferencing, and messaging from one central location. Previously, these services were spread across multiple systems, making communication inefficient and costly. Business SIP provides your business with either a single or multi-channel dedicated phone service, hosted in the cloud and delivered via your internet connection.

This depends on your current business requirements and how many concurrent calls you expect to make. NATAN can provide you with SIP trunks ranging from 2 to 100. If you require more than 100 concurrent calls, please contact our sales team for a commercial agreement.

Yes, to ensure the best possible Service Level Agreement (SLA), we recommend using an internet connection on the NATAN network. However, you can BYO internet if preferred.

The minimum term for NATAN Business SIP Trunks is 24 months.

If you cancel your service or it is disconnected within the minimum contract term, you will be charged an Early Termination Fee (ETF). This is calculated as your monthly access fee plus any monthly hardware rental fees, multiplied by the remaining months in your minimum contract term.

  • On-Net Infrastructure: 4-7 weeks from the date of order acceptance.
  • If you are porting a large range of numbers, the time frame may extend to 10-12 weeks, depending on the complexity of the porting process.

Different rates apply to calls to international numbers. Please contact us for Business SIP international rates. Premium numbers are charged at their prevailing advertised rate and are added on top of your monthly access fee. These charges are outside of our control as they are set by the content provider.

SIP is compatible with many current phone systems, including:

  • 3CX
  • Asterisk
  • Avaya
  • LG Aria, LG iPECS
  • NEC
  • Panasonic
  • Samsung

    NATAN’s technical team will advise you prior to placing an order to ensure your phones are compatible.

Our SIP lines feature Automatic Failover, so it is highly unlikely that you will ever miss a call.

Yes, you can port your existing numbers with participating carriers.

Inbound Voice

Yes, you can port your existing 13/1300/1800 number to NATAN’s, provided it is with a participating carrier. Our team will assist you with the porting process to ensure a seamless transition

Yes, 13/1300/1800 numbers are offered as part of a dedicated plan, which includes a monthly access fee. Depending on the type of number (13, 1300, or 1800), there may also be additional charges, such as the Government levy or costs for call forwarding and diverting services.

The cost for a 13/1300/1800 number typically includes monthly access fee and call charges based on your usage. These charges vary depending on the type of number and call volume. For more precise pricing, please contact our team or check the Critical Information Summary (CIS) page for details.

Yes, aside from the standard monthly access fees, you may incur additional costs for services such as call forwarding, voicemail, or IVR (Interactive Voice Response). Additionally, the Government levy applies to premium numbers (13 and 1800), and this is charged monthly.

Yes, we offer customized inbound numbers. If you want a specific number (e.g., a number that spells out your business name), we can help you choose the best option. Availability is subject to the number’s registration.

If your plan has a call limit and you exceed it, you may be charged an additional fee for the extra calls. These charges vary depending on the plan and usage. To avoid surprises, it’s recommended to monitor your usage, or you can contact NATAN to upgrade to a plan with higher inclusions if necessary.

Yes, you can manage your inbound numbers through the NATAN customer portal, where you can view call logs, manage call forwarding, set up voicemail, and more. This gives you full control over your inbound services.

NATAN provides dedicated support for all inbound numbers. Whether you need help with setting up call forwarding, managing your account, or troubleshooting, our support team is available to assist you. You can reach us via the customer portal, email, or phone.

Yes, we provide detailed call reports for 13/1300/1800 numbers, which show call volumes, durations, and costs. This can help you monitor usage and optimize your inbound services. Reports can be accessed through the customer portal or by contacting support.

There are no specific restrictions on 13/1300/1800 numbers when using 13/1300/1800 numbers, however it’s essential to choose the right plan based on your call volumes and service requirements. NATAN can guide you on selecting the best plan to match your business needs.

Billing and Invoicing

Your first bill might be higher than normal as it may include a pro-rata charge for the part-month from your connection date to the bill date, plus the next month’s plan fee in advance. If you have any additional once-off fees, such as activation and connection fees, these will be included in your first invoice.  Your invoice will then revert to your standard monthly access fee in advance moving forwards. 

We bill on the 5th of each month and our payment terms at 14 days. Direct Debits are setup for the 5th of each month to allow for any issues to be resolved prior to your due date to avoid late payment fees.

Monthly service bills are usually due on the 19th of each month. You can double-check your due date in the Invoice Details section at the top of the first page.

Yes, aside from the standard monthly access fees, you may incur additional costs for services such as call forwarding, voicemail, or IVR (Interactive Voice Response). Additionally, the Government levy applies to premium numbers (13 and 1800), and this is charged monthly.

We’ll usually issue this bill shortly after your request as payment must be made upfront before we action your request.

We offer multiple payment options, including EFT (Direct Deposit), BPAY, and Direct Debit. You can find all payment details on your invoice.

If you’d like to set up Direct Debit, please contact our accounts team using the details below. Once you have paid your bill, please send your remittance to accounts@natan.com.au

NATAN uses Commonwealth Bank to Direct Debit. NATAN support AMEX, Mastercard & Visa. Our fees are listed below.

VISA and Mastercard; 0.95% + $0.29 (+GST) surcharge.

American Express; 1.65% + $0.29 (+GST) surcharge.

Late Payment Fees are equal to 2.5% of the amount outstanding, with a $15 minimum if your invoice is not paid by the due date.

If you know you’ll be late on a payment, please contact accounts@natan.com.au as soon as possible to avoid late fees. We’re here to help you, so please do reach out.

NATAN does not mark up or profit from any once-off payment surcharges/fees (or Direct Debit surcharges, where applicable), as required under the Competition and Consumer Amendment (Payment Surcharges) Act 2016, which bans excessive payment surcharges. Any such fee(s) will be billed either on your next invoice or immediately from the bank account or debit/credit card from which the amount is being drawn. This is totally dependent on the platform used to facilitate payment of the drawn amount and is passed directly through to the respective payment processing gateway provider.

Late Payment Fees are equal to 2.5% of the amount outstanding, with a $15 minimum. Should you encounter financial difficulty or can’t pay on time, we encourage you to get in touch before your bill’s due date, and we will happily work with you to set up a reasonable payment plan and avoid any Late Payment Fees or service suspensions.

What we can do for you

OUR SerVICES

Internet

High-speed fibre optic premium grade internet services

  • 25Mbps to 1Gb options
  • 99.95% Uptime SLAs
  • Static IP Addresses
  • Unlimited Data Plans
  • 2 to 50+ Simultaneous Users
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Point to Point

Layer 2 ethernet links connecting two separate locations

  • 10Mbps to 10Gb options
  • 99.95% Uptime SLAs
  • Secure Data Links
  • Guaranteed Speeds
  • Flexible and Easy to Use
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IP VPN

Layer 3 MPLS networks connecting multiple separate locations

  • 10Mbps to 1Gb options
  • 99.95% Uptime SLAs
  • Secure Data Networks
  • Guaranteed Speeds
  • CoS and QoS options
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Dark Fibre

Layer 1 physical fibre-optic services linking two end points

  • Unlimited Bandwidths
  • 99.999% Uptime SLAs
  • Highest Security Links
  • You Have Total Control
  • ISO 9001:2008 Certified
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SIP Voice

SIP trunking solutions for carrying voice traffic via IP

  • 2 to 1,000+ sessions
  • 99.95% Uptime SLAs
  • Multi-Level Redundancy
  • Commercial Grade Voice
  • Flexible and Easy to Use
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Inbound Voice

13, 1300 and 1800 voice services for your inbound voice calls

  • Use Existing Numbers
  • 99.99% Uptime SLAs
  • Multi-Level Redundancy
  • Commercial Grade Voice
  • Flexible and Easy to Use
View Detail
Most POPULAR Services
Explore our most popular Data and Voice services

We are here to help you get connected

MOST POPULAR DATA SERVICES

NATAN's Vocus Fast Fibre

NATAN’s Vocus Fast Fibre Services deliver up to 2,000Mbps symmetrical, uncontended bandwidth, ensuring ultrafast, reliable connectivity. Easily allocate bandwidth across IP, IP VPN, SIP Voice, AWS Direct Connect, and Azure ExpressRoute, creating a customised, multi-service solution tailored to your needs.

With direct Tier 1 backbone access, cost-effective scalability, and a 99.95% SLA backed by 24/7 onshore support, it guarantees exceptional performance, uptime, and future-ready flexibility. Power your business with a high-speed, scalable, and efficient fibre solution designed for growth and success.

Most Popular Fast Fibre Internet Plans

NATAN is your trusted local provider of business internet solutions.

We help you select the right service and get seamlessly connected.

Here are our two most popular business internet options, with more available to suit your needs.

Fast Fibre 500

500Mbps
Download
500Mbps
Upload
  • Guaranteed Speeds
  • 99.95% Uptime SLA
  • Static IP Address
  • Unlimited Data
  • 5+ Simultaneous Users
View Detail

Fast Fibre 1000

1000Mbps
Download
1000Mbps
Upload
  • Guaranteed Speeds
  • 99.95% Uptime SLA
  • Static IP Address
  • Unlimited Data
  • 10+ Simultaneous Users
View Detail

nbn® Enterprise Ethernet

nbn® Enterprise Ethernet delivers ultrafast, reliable connectivity with up to 1,000Mbps symmetrical bandwidth, ensuring seamless performance for even the most demanding applications. Designed for commercial use, it offers an uncontended, high-performance fibre-optic connection with direct Tier 1 backbone access, giving your business the speed, security, and stability it needs to thrive.

This flexible, cost-effective solution lets you allocate bandwidth across IP VPN, SIP Voice, AWS Direct Connect, and Azure ExpressRoute, tailoring connectivity to your needs. Assign bandwidth across up to four services for scalability and efficiency, all while optimizing costs through a single connection. Backed by a 99.90% SLA, dual Network Operations Centres, and 24/7 support, it ensures high uptime, reliability, and long-term value for your business.

Most Popular nbn® Enterprise Ethernet IP Plans

NATAN is your trusted local provider of nbn® Enterprise Ethernet solutions, delivering fast, reliable business connectivity.

We guide you in choosing the right plan and ensure a seamless setup.

Explore our two most popular nbn® Enterprise Ethernet Internet plans, with additional options tailored to your needs.

nbn®500

500Mbps
Download
500Mbps
Upload
  • Guaranteed Speeds
  • 99.90% Uptime SLA
  • Static IP Address
  • Unlimited Data
  • 8+ Simultaneous Users
View Detail

nbn®1000

1000Mbps
Download
1000Mbps
Upload
  • Guaranteed Speeds
  • 99.90% Uptime SLA
  • Static IP Address
  • Unlimited Data
  • 10+ Simultaneous Users
View Detail
Most Popular Voice Services

SIP Voice

Reliable, Scalable, and Cost-Effective Communication – SIP Voice services provide a high-quality, internet-based calling solution designed for modern businesses. With seamless integration into your existing IP phone system, advanced features like call routing and voicemail-to-email, and flexible call plans tailored to your needs, SIP Voice helps streamline operations while reducing costs.

Enterprise-Grade Performance and 24/7 Support – Built with multi-level redundancy and dual homing for maximum reliability, our commercial-grade SIP Voice service ensures uninterrupted communication. Easily scale your lines as your business grows, migrate existing numbers seamlessly, and rely on a 99.95% SLA backed by dual Network Operations Centres and 24/7 onshore enterprise support for year-round peace of mind.

Inbound Voice

Enhance Your Brand and Customer Experience – 13/1300/1800 inbound numbers provide a professional, nationwidecontact point, boosting brand presence and accessibility. With flexible call routing based on time, location, or business needs, businesses can streamline call handling and enhance customer experience. These easy-to-remember numbers increase brand recognition while offering cost-effective management with real-time tracking and analytics.

Reliable, Scalable, and Flexible – Designed for high-quality, uninterrupted communication, inbound numbers ensure clear voice connections and efficient call handling. Advanced routing can seamlessly direct calls to the right locations, departments, or devices. Backed by a 99.99% SLA, dual Network Operations Centres, and 24/7 onshore support, this solution guarantees exceptional reliability to drive business growth and customer satisfaction.

Most Popular Business Voice Plans

NATAN is your trusted local provider of business voice services.

We’ll help you select the right solution and get seamlessly connected.

Here are our two most popular voice services, with additional options to suit your needs.

SIP Voice

SIP trunking solutions for carrying voice traffic via IP

  • 2 to 1,000+ sessions
  • 99.95% Uptime SLAs
  • Multi-Level Redundancy
  • Commercial Grade Voice
  • Flexible and Easy to Use
View Detail

Inbound Voice

13, 1300 and 1800 voice services for your inbound voice calls

  • Use Existing Numbers
  • 99.99% Uptime SLAs
  • Multi-Level Redundancy
  • Commercial Grade Voice
  • Flexible and Easy to Use
View Detail
Need More help?
Contact our team of experts to explore service options

We are here to help you get connected

Customer Help

Reach out to our team anytime—we're here to answer your questions. You can also connect with us instantly through our live chat.

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Why Choose Us

Australian Owned and Operated

NATAN is 100% Australian owned and operated with our headquarters in Brisbane. Our local and knowledgeable team will advise and guide you towards the best solution.

Experienced Team

Our experienced and knowledgeable team has specialised in telecommunications for over 10 years and will assist you with every aspect of your solution.

Competitive Pricing

We continuously review our pricing to ensure exceptional market value. Our plans and special promotions are designed to maximize savings for our clients.

Local Support

Our local team of experts provides comprehensive 24/7 support year-round. We are fully committed to addressing all your inquiries and offering the best advice possible.

Testimonials

WHat Our CLIENTS SAY ABOUT US
We chose NATAN as they offered as strong alternative to our existing provider. We were looking for a solution that could be provided in a short timeframe that our existing provider could not meet. This was achieved on multiple occasions, and we were very happy with the results.
IT Infrastructure ManagerHealthcare Industry
Working with NATAN has been a positive experience for our company. They have provided cost-effective solutions and always been prompt in addressing our needs. We completed a telephony project that was seamless, and all deadlines were met and target achieved successfully.
IT ManagerNon-profit Organization
We migrated to Teams telephony and NATAN handled the transfer from our current provider for all existing services. This helped us reduce our operating costs and simplify our previous solution, improving overall efficiency and user experience.
Infrastructure ManagerResidential Aged Care Sector
NATAN has assisted us with wonderful service around accessing connectivity from an internet and phone system aspect for our clients. Josh and Oleg are efficient, very prompt and always give great service, consistently exceeding expectations with their professionalism.
Company DirectorIT Organisation

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