Frequently Asked Questions

NBN (National Broadband Network) is Australia's government built Internet infrastructure that connects most homes using a mix of technologies, including FTTP (Fibre to the Premises), FTTN (Fibre to the Node), and HFC (Hybrid Fibre Coaxial). Community Fibre, on the other hand, is a privately owned full-fibre network that often offers symmetrical or significantly higher upload speeds, depending on the infrastructure and plan available. Veltrix offers both NBN and Community Fibre plans, so you can choose the best option available at your address. Simply enter your address into our search tool to see which services are available.

No. Veltrix operates on a month-to-month basis with no lock-in contracts and no cancellation fees. You're free to upgrade, downgrade or cancel your plan at any time. We believe loyalty should be earned through great service and reliable Internet, not through contracts.

For most households of four people, an NBN 100/20 plan comfortably supports multiple 4K streaming services, online gaming, video calls, browsing and everyday Internet use at the same time. If your household regularly works from home, uploads large files or has several heavy Internet users, you may benefit from one of our higher-speed plans, such as 500/50, 1000/100 or 1000/400, where available.

Simply use the address search tool on our homepage. Select either Residential or Business, enter your address, and our system will check both NBN and Community Fibre availability for your location. You'll then see all compatible plans, speeds and pricing available at your address.

It depends on your connection type. If your property is already connected to the NBN or Community Fibre network, setup is typically a simple self-install using a compatible modem or router, with no technician visit required. If a new connection, line activation, or Network Termination Device (NTD) installation or upgrade is required, a technician appointment may be necessary. Our Australian-based support team will guide you through the process and keep you informed every step of the way.

If you're switching from another Internet provider, your service can often be transferred within a couple of hours, with little or no downtime. If you're connecting a brand-new service or your property requires an NTD installation or upgrade, activation may take a few business days depending on technician availability and the network infrastructure at your address. We'll keep you updated throughout the process.

Business NBN and Community Fibre plans from Veltrix are specifically engineered for office environments, remote teams, and commercial operations. Unlike residential plans, business plans prioritise upload speed performance which is critical for video conferencing, cloud application access, and large file transfers. Business connections also come with a 99.9% uptime SLA, meaning your office stays online during the hours that matter most. Residential plans are optimised for home streaming and casual browsing, whereas business plans are built around productivity, reliability, and multiple simultaneous users.

For an office with 5–15 staff using tools like Microsoft Teams, Zoom, Google Workspace, or cloud-based CRM software, the CF Business 100 ($79/mo) or CF Business Plus 100 ($89/mo) plan is ideal. The Business Plus tier is especially recommended if your team frequently uploads large files or hosts video calls simultaneously, as it offers double the upload speed (40 Mbps vs 20 Mbps). For larger offices or businesses running dedicated cloud servers, the CF Elite 250 ($119/mo) delivers the headroom needed for heavy multi-user workloads.

Yes. All Veltrix business plans include a 99.9% uptime SLA, meaning your connection is guaranteed to be operational for over 99.9% of the time across any given month. In the rare event of an outage, our local Australian network engineers are available 24/7 to diagnose and resolve issues. Unlike residential ISPs that place business customers in general support queues, Veltrix provides direct access to network specialists who understand the urgency of keeping your business operations running.

Absolutely. All Veltrix business plans are month-to-month with no lock-in contracts and no plan change fees. If your team expands or your bandwidth needs increase, you can upgrade to a higher tier at any time typically with same-day processing. Similarly, if you want to scale down during a quieter period, there are no penalties. This flexibility makes Veltrix an ideal Internet partner for startups, growing SMEs, and businesses with fluctuating operational demands.

Community Fibre availability depends on your specific business location. Veltrix offers both NBN and Community Fibre business plans, and the fastest way to check availability is by entering your business address in our address search tool on this page. Community Fibre is a full-fibre private network that generally delivers symmetrical speeds (equal upload and download) making it the preferred choice for businesses that rely on cloud computing, VoIP systems, and real-time data syncing. If Community Fibre is not yet available at your address, our NBN business plans provide an equally reliable alternative.

Veltrix business plans are designed with commercial-grade requirements in mind. If your business requires a static IP address for hosting internal servers, remote desktop access, VPN configuration, or security camera systems please contact our business team directly on +61 490 533 318 or via the enquiry form on this page. Our network specialists will assess your specific technical requirements and configure the right solution for your workplace, including options for multiple connections across large office environments or multi-site setups.

Veltrix's customer support team is available Monday to Friday from 8 am to 8 pm AEST, and Saturday from 9 am to 5 pm AEST. We are closed on Sundays. You can reach us through three channels — by phone on +61 470 119 259, via live chat on this page, or by email at support@veltrixinternet.com.au. For general sales enquiries and new connections, our sales team is available during the same business hours. If you contact us outside of business hours, leave a message or send an email, and we will respond on the next business day.

Veltrix aims to respond to all email and contact form submissions within 1 business day. In most cases, our local Australian support team responds within a few hours during business hours. If your matter is urgent such as a service outage or connection issue we recommend calling us directly on +61 470 119 259 for the fastest response. For non-urgent account queries, billing questions, or plan change requests, the contact form or email is the most convenient option, and you can expect a detailed response within 24 hours.

Yes. Veltrix's head office is located at Level 12, 120 Collins Street, Melbourne VIC 3000, in the heart of Melbourne's CBD. If you would like to visit our office to discuss your Internet plan, a new connection, or any account-related matter in person, we recommend calling ahead on +61 470 119 259 to schedule a convenient time with our team. Our office is accessible via public transport and is close to major Melbourne CBD tram and train routes.

If you are experiencing a connection fault or service outage, the fastest way to report it is by calling our support team directly on +61 470 119 259 during business hours (Mon–Fri 8 am–8 pm, Sat 9 am–5 pm AEST). Our local Australian network engineers will run a remote line diagnostic and escalate to field technicians if required. You can also log in to your Veltrix account via the My Account portal to check for any known outages in your area and track the status of your fault report in real time.

Existing Veltrix customers can manage their account, view and pay bills, update contact details, and request a plan change by logging in to the My Account portal at veltrix.gtechservices.com.au/login. If you need help accessing your account or want to speak to someone about upgrading or downgrading your plan, contact our support team by phone or live chat during business hours. There are no plan change fees and no lock-in contract penalties you can switch to a different speed tier at any time, with changes typically applied within one business day.

Veltrix is committed to resolving every customer concern quickly and fairly. If your issue has not been resolved to your satisfaction through our standard support channels, you can escalate your complaint by emailing support@veltrix.com.au with the subject line "Formal Complaint" and a description of your issue and previous interactions. Our complaints team will acknowledge your escalation within one business day and work toward a resolution within five business days. If your complaint remains unresolved, you also have the right to contact the Telecommunications Industry Ombudsman (TIO) at tio.com.au, which provides free and independent dispute resolution for Australian Internet customers.

Community Fibre offers dedicated, high-speed fibre connectivity with faster and more consistent performance than standard NBN services. NBN speeds may vary depending on the technology available at your location.

Community Fibre provides symmetrical or higher upload speeds, making it ideal for video conferencing, cloud backups, online gaming, and uploading large files without delays.

No. You can upgrade or change your Internet plan based on your needs. Any applicable terms or charges will be communicated before the change is processed.

A 100/20 Mbps or higher plan is generally recommended for households with multiple users who stream videos, work from home, attend online classes, or play online games simultaneously.

In most cases, a technician visit is only required if new equipment or fibre installation is needed. Otherwise, your connection can often be activated remotely.

By choosing Community Fibre, you support the expansion of local fibre infrastructure, helping improve Internet connectivity, network reliability, and digital access for the wider community.