FAQs

Find answers to commonly asked questions about our NBN and Mobile plans.

Switching and Setup

Can I keep my number?

Yes. Your mobile number can be brought to FOXUS with no fuss. Just follow the steps in your SIM pack and keep your current SIM active until the switch is complete.

How do I switch providers?

Sign up with FOXUS, then contact your old provider once your service is live. This helps avoid any interruptions as you move over.

How long does it take to connect?

Mobile activation usually takes a few hours. NBN setup can take 1 to 5 business days if your address is already connected. If a technician is required, it may take 2 to 4 weeks.

Mobile Plans

What is a SIM-only plan?

A SIM-only plan gives you talk, text and data without including a handset. Just pop the SIM into your unlocked phone and you’re good to go.

How do I activate my SIM?

You’ll receive easy-to-follow activation steps with your SIM pack.

What size SIM do I need?

FOXUS SIM cards come in all three sizes: standard, micro and nano. Just pop out the size that fits your phone.

What’s included in a mobile plan?

All mobile plans include talk, text and data. You can also add extras like international calling or data boosts.

Can I change my plan later?

Yes. All FOXUS mobile plans are contract-free, so you can change your plan anytime.

NBN Plans

Can I use my own modem?

Yes. Most modems will work if they’re NBN-compatible. You might need a connection box or other equipment depending on your setup. If you need help checking, our team is here.

What’s my connection type?

When you enter your address on our NBN plan page, your connection type will appear before you choose your plan.

Why aren’t all speeds available?

Some areas can’t support higher speeds due to local infrastructure. If your address can’t support your chosen plan, we’ll be in touch with other options.

Are there any extra charges?

There are no standard setup fees. If your address is in a new development or needs additional cabling, NBN Co may apply a one-off fee. We’ll show all charges upfront before you place your order.

How fast is the NBN?

FOXUS offers NBN plans from Momentum (NBN 50) to Lightning Click (NBN 1000), each designed for different needs. Your actual speed depends on your address, connection type and home setup.

Can I cancel my plan?

Yes. Our NBN plans are billed monthly, with no lock-in contracts. If you cancel during the month, pre-paid fees are not refundable.

Troubleshooting

How do I check if my modem is working?

Most modems show their status using lights. If anything seems off, try restarting your modem and check the lights against our guide.

Why is my internet slow?

Slow speeds can be caused by Wi-Fi signal strength, modem location, interference or multiple connected devices. Peak-time traffic can also affect performance.

What can affect my NBN speed?

Your speed depends on the type of NBN connection at your home, your modem, in-home wiring and the number of devices using the network. Our support team can help optimise your setup.

How do I reset my modem?

Unplug your modem from power, wait 10 seconds, then plug it back in. Give it a moment to reconnect before testing your connection.

Understanding Your Modem Lights

Knowing what your modem lights mean can help you quickly spot if something’s not right. Here’s a quick guide based on the type of modem you have at home.

For FTTC (Fibre to the Curb) Modems

  • Power Light – Solid Blue
    This means your modem is switched on and working.
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  • Connection/DSL Light – Solid or Blinking Blue
    Blinking means it’s connecting; solid means the link to the network is stable.
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  • LAN/Device Light – Solid Blue
    This shows your modem is connected to your router or a device using an Ethernet cable.
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  • Internet Light – Solid or Blinking Blue
    Blinking means data is moving. Solid means your internet connection is good to go.

For FTTP (Fibre to the Premises) Modems

  • Power Light – Solid Green
    Your modem is on and working.
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  • Optical Light (PON/LOS)
    • PON Solid Green: Your fibre connection is active.
    • LOS Red or Flashing: There’s no signal. You may need to contact us.
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  • UNI-D Ports (1–4) – Green, Blinking or Solid
    Indicates a router or other device is connected and active.
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  • Alarm Light – Off
    No problems detected.
    • Red: There's a fault with the fibre line. Let us know so we can help.

For HFC (Hybrid Fibre Coaxial) Modems

  • Power Light – Solid Green
    The modem is on and powered properly.

  • Downstream Light
    • Blinking Green: Looking for a connection.
    • Solid Green: Downstream signal found.

  • Upstream Light
    • Blinking Green: Trying to connect.
    • Solid Green: Upstream connection is working.
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  • Online Light – Solid Green The modem is online and should be working as expected.

No Internet? Here's What to Try First

If you’re having trouble getting online, these steps often sort things out:

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  1. Restart Your Modem
    Unplug it from power, wait 10 seconds, then plug it back in. Give it a minute to restart.

  2. Check the Lights
    Match the lights on your modem with the guide above. It’ll help you know where the problem might be.

  3. Make Sure Everything’s Plugged In
    Sometimes, a loose cable is all it takes to cause an issue. Double-check all the cords are firmly in place.

  4. Check Your Wi-Fi Router
    If you're using a separate router, make sure it has an internet or online light showing.

  5. Restart Your Device
    The issue might be with your phone, laptop or tablet. Restarting can help reconnect properly.

  6. Still Stuck? We’re Here
    If things still aren’t working, we’d love to help.
    Call us on 1800 036 987 or email support@foxus.com.au and we’ll get things sorted.

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