Internode Blog

Account advice from the Node Team

Friday, August 16th, 2019 by

Who better to give advice about t­he ins and outs of your Internode account than the experts on our very own Node team? Our friendly contact centre team have firsthand experience helping customers with their accounts and services, so we asked them for their top tips to help you save time on managing your account. Have a read through this inside advice from various departments and you may learn a trick or two!

Handle payments in a click with My Internode

You may be surprised to learn that one of the most common problems that has people ringing up isn’t related to internet service issues at all! Making payments and updating expired payment details are two of the most common customer queries handled by our Billing Team, but did you know that you can take care of both without even having to pick up the phone? That’s right – thanks to My Internode, our online account management portal, you can make a payment or update your credit card/bank account details with ease.

These handy links will help you take care of it in just a few minutes:

 

Is your internet down? Here’s what to check first

Our Faults Team do most of their work behind the scenes to make sure service issues get fixed as quickly as possible, but they still have one key piece of advice for our customers: if the internet goes down, the first thing you should do is check if it’s an outage. While you may prefer to start with the old “turn the modem off and then on again” trick, it’s not worth spending any more time troubleshooting until you know that it’s a problem affecting just you, as opposed to a more widespread outage.

Our Network Status & Advisories page lets you look up any outages or planned maintenance that might be affecting services in your area.

  • Simply click your state/territory in the ‘Where” list on our Network Status & Advisories page to see a list of events and planned maintenance that may be affecting your service.
  • If you spot a list item that’s close to your suburb, click on it to get the full details.
  • Any outages should include an estimated resolution time, so your internet issue may simply be a matter of waiting for the outage to be fixed.
  • If your service still isn’t working after the outage is showing as fixed, give your modem a restart and try to connect. If it’s still not working, that’s when it’s time to give us a call to troubleshoot as another underlying issue may be affecting just you.

 

Moving house? Here’s our top tip for a smooth move

Moving house is already a hassle with all the packing, lifting and shifting you need to get all your belongings from A to B. The last thing you need is to get stuck without internet at your new place! If you contact our dedicated Relocations Team ahead of the big move, we can take care of getting your Internode services connected at your new address while you focus on moving your belongings. You can do this online or by calling us on 1300 308 490.

However, there’s something else to keep in mind when you’re moving to a new place. If a previous occupant has left their own phone or internet services connected, it can cause delays. It’s illegal to disconnect existing services without some paperwork proving that you’re the new occupant at the premises.

Use this strategy to make sure things go smoothly:

  • When you’re organising the move, try to get in touch with the previous occupants to make sure they’ve arranged to get their phone and broadband services relocated or disconnected in a timely fashion once they’ve vacated the property. Depending on if you’re renting or buying, this may need to be through a landlord or real estate agent.
  • If you can’t get in touch with the previous occupants or they’re giving you the run-around, the next best thing is to get your Proof of Occupancy documents ready to go so you can supply them as soon as they’re requested. You can find a list of acceptable documents here.

 

Get some extra help with your modem/router setup

The average Australian doesn’t have to pay much attention to their modem/router – once it’s plugged in, it’s left alone to do its thing (perhaps with the occasional restart here and there). If you have set up a modem in the past, it’s likely that it was for an ADSL broadband connection – you would have just plugged it into the phone socket. Today, things are a little more complicated. The range of different technologies making up the NBN™ mean there’s different ways you need to set up a modem/router, and some of them include additional NBN™ equipment.

In addition to our regular setup guides, we’ve gone the extra mile with setup videos to give our customers an easier way to visualise how your Internode modem/router needs to be plugged in for each type of NBN™ connection. If you’re not sure which type of NBN™ you have, you’ll find this listed on emails from us regarding your NBN™ order, or you can always check your address on our website to find out.

Internode modem NBN™ setup videos

 

Do you have a question about managing your Internode account? Our friendly Node team is ready to help! Just get in touch and we’ll look after you.