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FAQ's

We get a lot questions so we have compiled the most frequently asked one's
Dave
By Dave
• 9 articles

Can I use my Telstra or Optus modem with ZipFibre?

Short answer: yes, in most cases you can. If you already have a Telstra or Optus modem from a previous NBN service, there’s a good chance it will work with ZipFibre without needing to buy new hardware. Will it work with ZipFibre? Yes, most of the time. ZipFibre uses a standard IPoE (DHCP) connection type. This is the same method used by many major providers, including Telstra and Optus. That means: - No username or password is required - The modem connects automatically - Compatibility is generally very high If your modem already worked on NBN, it will usually work here as well. When it should work straight away Your Telstra or Optus modem will likely work if: - You are on FTTP or HFC - You connect it to the NBN box via Ethernet - You reset it before using it In many cases, you plug it in and it connects within a few minutes. What you may need to change Some modems keep old settings from your previous provider. If it doesn’t connect, check the following: Set connection type to DHCP - Go into the modem settings - Set internet connection to: - Automatic IP - or DHCP Remove any username or password if present. Factory reset the modem This clears old Telstra or Optus settings. - Hold the reset button for about 10–15 seconds - Wait for it to reboot - Then reconnect to the NBN box What won’t work after switching Even if the internet works, some features will not carry over. Phone ports If your modem has a phone port: - It will not work on ZipFibre - These are locked to the original provider 4G backup Some Telstra and Optus modems include mobile backup. - This only works on their network - It will not work once you switch providers Will performance be the same? It depends on the modem. Older ISP-supplied modems can: - Have weaker WiFi - Struggle with many devices - Limit higher speed plans So while it may work, it may not give you the best experience. Do I need to upgrade? Not necessarily. You can keep using your existing modem if: - It connects properly - Speeds are acceptable - WiFi coverage is good You might consider upgrading if: - You have a larger home - You are on higher speed plans (e.g. 500 Mbps or above) - You notice slow or unstable WiFi If you are looking for a new router please check out our hardware page on our website

Last updated on Apr 29, 2026

What makes ZipFibre different compared to other NBN providers

Choosing an NBN provider in Australia can be confusing. Most providers deliver services over the same NBN infrastructure, so it’s natural to ask: What actually makes one provider better than another? At ZipFibre, the difference comes down to pricing transparency, network quality, and customer experience - not marketing gimmicks. Simple, flat NBN pricing (no promo increases) Many NBN providers advertise low introductory prices that increase after 6 months. ZipFibre keeps pricing simple: - One consistent monthly price - No promotional pricing periods - No unexpected increases This means you can choose a plan knowing exactly what you’ll pay long-term. 👉 See our NBN plans and pricing No lock-in contracts on any plan All ZipFibre services are month-to-month. - No long-term contracts - No exit fees - Full flexibility This allows customers to stay based on service quality, not obligation. 👉 Learn more about how switching NBN providers works Built on a Tier 1 Australian fibre network ZipFibre delivers services using infrastructure from Vocus, one of Australia’s major fibre network providers. Did you know most other internet service providers use fibre we run on, so they're effectively a layer on top. In simple terms: - Your connection runs on enterprise-grade fibre infrastructure - The same backbone used by large organisations and service providers but with local support. - Designed for stability and consistent performance While all providers connect to the NBN, the network beyond the NBN matters, and that’s where quality differences can appear. Same NBN access, better value All NBN providers use the same access network to your home. What differs is: - Pricing structure - Network design and routing - Overall customer experience ZipFibre focuses on delivering strong performance without inflated pricing or unnecessary add-ons. 👉 Read our guide on choosing the right NBN speed Transparent and straightforward service We prioritise clarity across all parts of the service: - Clear plan structure - Upfront pricing - No hidden conditions Customers know exactly what they’re signing up for. Australian-based support Support is handled locally, not offshore. - Brisbane-based team - Direct communication - Faster issue resolution This ensures a more consistent and reliable support experience. Focused on what matters Some providers bundle extras that most customers don’t use. ZipFibre keeps things focused: - Reliable NBN performance - Simple pricing - Useful tools and support No unnecessary features that increase costs. Why customers switch to ZipFibre Customers typically move to ZipFibre for: - Predictable monthly pricing - No lock-in flexibility - Reliable performance on proven infrastructure - A simpler, more transparent experience The bottom line ZipFibre is built for people who want: - A clear and simple NBN plan - No pricing surprises - A provider focused on performance and transparency If you’re comparing NBN providers in Australia, ZipFibre offers a straightforward alternative to larger telcos. Check availability You can check your address and available plans in seconds. 👉 Check your address

Last updated on Aug 22, 2026

How Fast Are We? (Speed Tests)

We frequently get asked about the performance of our service, so we’ve put together a set of speed test results across multiple locations using our top-tier Hyperfast 2000 Mbps plan. This gives you a clear idea of the speeds you can achieve with ZipFibre. Disclaimer: Actual speeds may vary depending on your home equipment and connection technology and plan. All speed tests were conducted on a computer with a 2.5 Gbps wired connection (not Wi-Fi). London - https://www.speedtest.net/result/c/c75c24c8-7324-4179-96c9-74e818a18db8 Amsterdam - https://www.speedtest.net/result/c/444019a3-d297-42fd-bc38-b8a92b56a34b Paris - https://www.speedtest.net/result/c/328f9865-ce06-4293-a615-7597d12628cf Singapore - https://www.speedtest.net/result/c/c5dd2cd9-e3fc-4613-b0af-567f1834c4bc US West LA - https://www.speedtest.net/result/c/2ae05030-a431-4168-a246-eb74c13db09b US East NY -  https://www.speedtest.net/result/c/ad21ed7d-ddc3-476e-849c-f82e15d45bbc US Central Dallas - https://www.speedtest.net/result/c/7c75a8c2-06c7-4ea3-a332-df3ae3c643e8 Australia Perth - https://www.speedtest.net/result/c/fdf9a7b9-f71d-4b84-b0d9-53cf3a93305a Australia Sydney - https://www.speedtest.net/result/c/7ceb0098-c067-4070-80f6-021b0f608083 Australia Melbourne - https://www.speedtest.net/result/c/a580b8cd-dc73-42b5-bd47-0a5596661b97 Australia Brisbane - https://www.speedtest.net/result/c/b24e63da-fc25-4c35-b180-6c56e483e93c Australia Adelaide - https://www.speedtest.net/result/c/dde3ed20-8610-449d-8da5-d0a03d8f1e90

Last updated on May 05, 2026

Moving from TPG to ZipFibre

How to Move Your nbn Connection from TPG to ZipFibre Switching from TPG to ZipFibre is simple. Your router may need a quick settings update once your ZipFibre service is active. Before You Start Have these details ready: - Your service address - Your nbn AVC ID, this can be found in you TPG portal or bill. - Access to your router settings 1. Contact TPG Unfortunately, TPG requires 30 days’ notice to cancel your service. Call TPG and let them know you would like to cancel your nbn service. They may try and offer you a sweetener to stay (but we think you'll like it here). Ask them to confirm the final date your service will remain active. ZipFibre does not believe customers should be locked into lengthy cancellation notice periods. If you are ever unhappy with your ZipFibre service, you can leave at any time with no notice required. 2. Schedule Your ZipFibre Order When placing your ZipFibre order, select an activation date one day before TPG is due to cancel your service. For example, if TPG confirms your service will end on 30 June, schedule your ZipFibre order for 29 June. This helps make the change from TPG to ZipFibre as smooth as possible. 3. Update Your Router On the day of transfer you will receive an email stating your connection is now ready. Your router will still be configured for TPG so right of the bat it wont work. ZipFibre uses DHCP/IPoE on supported services, while TPG commonly uses PPPoE. In your router’s Internet or WAN settings: 1. Change the connection type from PPPoE to DHCP, IPoE, or Automatic IP. 2. Remove any saved PPPoE username and password. 3. Save the settings. 4. Restart the router. VLAN Settings If VLAN tagging is enabled, turn it off unless ZipFibre Support has told you otherwise. - VLAN ID: Disabled or None - 802.1Q Tagging: Off Save the settings and restart the router. 4. Check Your Connection After the router restarts, wait a few minutes and check its Internet or WAN status. If it shows Connected, open a website to confirm the service is working. If you cannot connect: - Confirm DHCP/IPoE is selected. - Make sure old PPPoE details have been removed. - Check that VLAN tagging is disabled. - Restart the router. - Contact ZipFibre Support if you still need help. Frequently Asked Questions Do I need a new router? Usually not. Most modern routers that support DHCP/IPoE will work with ZipFibre. Do I need my TPG username and password? No. ZipFibre does not require TPG PPPoE login details. Why does my router show “Authentication Failed”? It is likely still set to PPPoE. Change the WAN connection type to DHCP/IPoE and remove the old login details.

Last updated on Aug 07, 2026

Move from Superloop to ZipFibre

Moving from Superloop to ZipFibre is simple. Superloop uses the same connection settings as ZipFibre, so you should not need to change your modem or router configuration. Before You Start Have the following ready: - Your service address - Your nbn AVC ID, this can be found on your Superloop bill 1. Contact Superloop Unfortunately, Superloop requires 30 days’ notice to cancel an nbn service. Contact Superloop and ask them to confirm the final date your service will remain active. ZipFibre does not believe customers should be tied to lengthy cancellation notice periods. If you are ever unhappy with your ZipFibre service, you can leave at any time with no notice required. 2. Schedule Your ZipFibre Order When placing your ZipFibre order, select an activation date one day before Superloop is due to cancel your service. For example, if Superloop confirms that your service will end on 30 June, schedule your ZipFibre activation for 29 June. This helps make the transition from Superloop to ZipFibre as smooth as possible. 3. Keep Your Current Router Settings No modem or router changes should be needed when moving from Superloop to ZipFibre. Your existing connection settings should continue to work once your ZipFibre service becomes active. 4. Check Your Connection Once ZipFibre is active, restart your router if it does not reconnect automatically. Check that the Internet or WAN status shows Connected, then open a website to confirm your connection is working. If you cannot connect, restart the router and allow a few minutes for it to reconnect. Contact ZipFibre Support if you still need help. Frequently Asked Questions Do I need to change my router settings? No. Superloop and ZipFibre use the same connection settings, so no router changes should be required. Do I need a new router? Usually not. Your existing router should continue to work with ZipFibre. What if my internet does not reconnect? Restart your router and wait a few minutes. If the issue continues, contact ZipFibre Support.

Last updated on Aug 07, 2026