We make customer service better

What’s my WiFi password?

Your WiFi password is on the card provided in your internet modem. You can also find it on the bottom of the modem itself.

I have logged into the modem, what’s my username and password?

The modem is sent to you preconfigured so you do not need to log into the modem. If you need the authentication username and password, give us a call.

Can I change my WiFi name or password?

Yes, you can change your WiFi name and password from the modem settings.

Is there a way to monitor my usage?

When you sign up to Telesurf, you’ll be given a login in where you’re able to monitor your account and make changes. We’ll send you a usage alerts at 50%, 85% and 100%.

How much data do I need?

During the sign up process, our OCOO operators will help you make this decision based on your household’s internet activity. If you ever find that you have too much data or not enough, we’ll always be able your data pack.

Is the only payment via direct debit or can I Bpay?

All payments at Telesurf are made via a Visa or MasterCard credit or debit card.

What will happen once I use my data allowance?

If you go over your data allowance, your internet speed will be shaped to 256kbps, until the start of your next monthly usage. However you may purchase top up blocks for $10 which will give you an extra 10GB.

When will my first payment be due?

Your first payment is due 10 days after we activate your connection. This will include your set up fee (if any) and the amount of your first billing cycle depending on which contract option you’ve selected.

Can I pay weekly instead of monthly?

Absolutely. We’ll can set you up on a weekly payment instead of monthly if that’s your preference.

Can I use my own modem?

Yes, you most certainly can use your own internet modem.

How long will it take to receive my modem?

We post your modem immediately after signing up which typically arrives within 1-2 business days after the order is placed. If you’re not home when the model arrives, it’ll be taken back to your local post office for collection.

How long will my connection take to become active?

Depending on the network you’re trying to connect to will depend on the time it will take for you to be active. We’ll be able to advise you once you’ve signed up.

How do I turn on the NetComm modem?

First, plug the supplied power cable into the back of the modem. Then plug it into a power point and press the on/off button the side of the modem.

How do I turn on the WiFi?

When you power up the modem, the WiFi will automatically turn on. If it’s not on, press the WiFi button once that’s located on the side of the modem.

How do I connect to the WiFi?

Depending on the device you’re trying to connect to the WiFi, you’ll need to select the WiFi network name and enter your password provided to you when you received your modem. This is found on the card that came with the modem or on the bottom of the modem.

How many people can use the WiFi at once?

The modem can handle up to 16 connected devices at one time.

Is the WiFi strong enough for my double story home?

Yes, the modem will provide WiFi to the entirety of your double story home. If you don’t feel it’s strong enough, you can purchase WiFi extenders.

Why can’t I use the internet when I am connected to the WiFi?

The WiFi is a symbolisation of your connection to the internet modem, not the internet. You may be connected to the modem but the modem may not be connected to the internet. It is best to check the modem and ensure you have an “internet” light on. If you do not, please reboot your modem.

Can I move the modem into my home?

Yes, providing your house has been wired to have data points. We’ll be able to provide you with instructions on how to move your modem into the house if it has the capability of using the modem inside.

How do we contact tech support after hours?

Telesurf offers around the clock support. We can be contacted by phone Monday – Friday 9.00am – 5.00pm. Outside of these hours, we use an email ticketing system which allows us to maintain customer support onshore within Australia. For after hours support, please email support@telesurf.com.au.

Is the company located in Australia?

Yes, we wouldn’t have it any other way. Telesurf is completely owned and operated in Australia.

Can’t find what you are looking for?

We’re one phone call away from answering your questions.

Speak to one of our highly trained local operators that will provide immediate assistance.

1300 795 528

Don’t feel like chatting?

Shoot us an email and we’ll get back to you shortly.

support@telesurf.com.au