Frequently Asked Questions

Broadband Questions Phone Questions Account Questions Accessibility
What is Fibre Optic Internet?

FuzeNet brings the new world of high bandwidth services into your home with a Fibre solution that delivers a single connection for internet, telephone and other home services. Because the Fibre cables are connected to your house you can receive speeds of up to 100Mbps.

What is Naked ADSL2+?

Naked ADSL2+ can not only offer you maximum theoretical speeds of up to 24Mbps, but you don’t need a phone line to connect to this service.

What is ADSL2+?

Wherever you are in Australia, you will be able to connect to our ADSL2+ service. It offers the same high speeds as the Naked ADSL2+ plans but you will need a phone line for this service to work.

What internet services are available to me?

The best way to answer this question is to complete our Service Qualification. We can then determine your location and what service we can offer you.

Will I have to pay phone line rental to have my internet service?

You will not have to pay phone line rental with any of our services except ADSL2+. With ADSL2+ you will be paying phone line rental; however not with FuzeNet. You will need an active line with another provider.

What do I do if there is no phone connection at my premises?

You don’t need a phone connection for many of our services. For Naked ADSL2+ you will need a phone line, however it doesn’t need to be active. For ADSL2+ you will need an active phone line with another provider.

Can I have a direct connection?

If you wish to have an active data point in your living room/bedroom etc., you are able to do so with the help of our Customer Service team. If you wish to have a technician attend the apartment to complete this work on your behalf, FuzeNet will charge a call out fee of $149.00.
Please note: This is only valid for NSW customers.

What are the peak and off-peak times?

FuzeNet has removed the Peak and Off-Peak data usage. You can now use 100% of your data usage for the month.

What are the set up fees?

Set up fees will vary according to what contract you are on – $99 on no contract, $49 on 12 months, $0 on 18 months.

What connection speed can be reached with FuzeNet internet services?

This will depend on the product that you purchase. For On-Net plans, the speed options are up to 25Mbps, up to 50Mbps and up to 100Mbps. For Naked ADSL2+ and ADSL2+ plans, the maximum theoretical speed is up to 24Mbps.

Does my data allowance include uploads and downloads?

Yes it does. Your allowance includes both uploads and downloads.

What are the Download/Upload speeds available?

For On-Net plans, the download/upload speeds are 25/5Mbps, 50/20Mbps and 100/40Mbps. For Naked ADSL2+ and ADSL2+ plans, the maximum theoretical download/upload speed is 24/1Mbps.

Will I be charged excess fees if I exceed my monthly data allowance?

No charges will be given for exceeding your monthly data allowance.

What is the shaping speed?

If a customer goes over their allocated data usage, the internet will be shaped to a speed of 256K/256K.

What are some activities that cause high internet usage?

Peer to peer (torrents), Hackers (PC virus), file downloads (music, videos), online gaming, emails and Skype are all activities that cause high internet usage

What equipment do I need to use FuzeNet internet services?

For Fibre, Ethernet and Ethernet over Coaxial Cable services you will need an Ethernet router. For VDSL services you will need a VDSL modem that will be provided by FuzeNet. For Naked ADSL2+ and ADSL2+ services you will need an ADSL2+ modem.

Can I pick up my router from the FuzeNet office?

No. Your router will be dispatched from our warehouse to your home as soon as the order is placed.

Can I use my own router?

You can use the router you already have, however the FuzeNet technical support teams will only provide support for routers that are supplied by FuzeNet. If you are living in a pre-installed site however, you will not be able to use your own router; this is due to the way the network is configured.

Does the internet service include email addresses?

We no longer offer email services to new customers.

If an existing customer cancels their account, their email service will also be cancelled by default.

Can FuzeNet webmail be used if I disconnect from my FuzeNet service?

No. You will not be able to log into your FuzeNet webmail if your account is not active. During this time any emails sent to the FuzeNet email address won’t be receivable.

I am currently with another internet provider. If I switch to FuzeNet, will I be without internet for long?

After we have scheduled your installation appointment you may be without internet within 24 to 48 hours. For our Naked ADSL2+ and ADSL2+ services, the time without internet will depend on the availability of iinet and Telstra wholesale.

What type of IP address is provided?

A dynamic IP address is provided. A Static IP address can be requested at additonal $10 extra per month

Which provider/providers does FuzeNet use?

We are a licensed carrier that is multi-homed to several other service providers throughout Australia, including LBNCo, Opticomm, Open Networks, FTTB and Optus

Examples of data usage amounts

Below are some estimates of the amounts of data consumed doing typical internet activities. These are estimates and are approximate. Please be aware that actual usage will vary and could be far greater for example, you may be watching a HD stream or send Hi resolution pictures as an email attachment.

Factors affecting Internet speed

There are a number of factors that impact on the speed a customer will experience.

• In any of our broadband networks the customer’s equipment, including your PC and Modem, have a significant impact on the speeds you will experience.

• The customer’s location is also a key factor in the speeds that they will experience in all cases.

• For ADSL and Cable customers, the speeds will vary based on the customer’s distance from the exchange or Head-end, the type and length of the cable connecting the customer to the exchange or Head-end, and prevailing line noise (signal interference) conditions at the time.

• For the ADSL/2+ and Cable products, availability also depends on the type of technology with which the customer’s location is connected to the network.

• FuzeNet Cable is only available in certain estates in WA and service speeds may vary between estates based on the network technology used and FuzeNet network upgrade plans. For example, FUZEconnect Cable can provide maximum download speeds up to 17Mbps in Ashton Heights and the Kestrels estates and maximum download speeds up to 30Mbps in estates like Secret Harbor. Our customer service team can provide more details at the time of application.

Other factors affecting speeds include

• The number of people using a network at one time, what they are doing on the network and the source of their content; especially when it is content sourced beyond FuzeNet’s network. For example, downloading movies will use more bandwidth than sending emails.

• Factors outside our network, such as content server delays.

• The source of the data being downloaded can also affect download speeds. For example, data being downloaded from international websites must travel a lot further and through many more network elements than data being downloaded from websites in Australia.

Can I port my current number to FuzeNet?

You most certainly can! Call our customer service team on 1300 881 917 to confirm we can port that number, pay a $15 per number porting fee and your number will be transferred within 7 to 10 business days.

What is the connection fee?

People in new developments that have not previously been connected must pay a one-off $300 connection fee.

How do I set up Voicemail on my handset?

To enable voicemail, dial 121 and await the confirmation.

Press 1 to retrieve old messages

Press 7 to delete messages

Press 6 to go to the next message, then 7 to delete until there are no more messages

To deactivate voicemail, customer needs to set the diversion to “No diversion” for no voicemail, as there is no code to do so on the telephone itself.

If customers wish to divert the number, they must call support on 1300 881 917

National Relay Service

If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service:

• TTY users phone 133 677 then ask for 1300 881 917

• Speak and Listen users phone 1300 555 727 then ask for 1300 881 917

• Internet relay users connect to the NRS (www.relayservice.gov.au) and then ask for 1300 881 917

My mail account has been suspended. What should I do? 

When we detect that a customers mail account may have been compromised we will temporarily suspend the account. We will send an SMS to the primary account holder notifying them of suspension. If you have received an SMS notification please:

• Check your computer’s security. Change your passwords immediately. Use a strong password that contains at least 8 characters and a mix of letters and numbers.

• Run Antivirus and Malware removal software to clean your computer.

• Once you have completed these tasks call us on 1300 881 917 to reactivate your mail account.