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Practical setup and support guidance for your modem, Wi-Fi, speed, billing and connection questions.
Connect your modem, power it on and confirm the right lights before testing your service.
View guideReduce dropouts by placing your modem centrally and away from thick walls or interference.
Guide coming soonRun a wired speed test, restart your modem and compare results at different times of day.
Guide coming soonFind help with invoices, payment timing, direct debit and account-related questions.
Guide coming soonLearn where to find privacy information, account access help and internet security options.
Guide coming soonCheck a new address, review available network options and plan your connection timing.
Guide coming soonMost services are ready once your network equipment is active and your modem is connected to the correct wall socket or nbn® connection box.
Connect the WAN/DSL cable to the correct port.
Power on the modem and wait 5-10 minutes.
Connect by Wi-Fi or Ethernet and test a website.
If your address does not appear during the LIVA Telecom availability check, it may be due to a new build, subdivision, secondary dwelling or address record mismatch.
Check spelling, street type and suburb.
Try your unit, lot or full street number.
Contact LIVA Telecom if it still does not match.
For example, granny flats, studios or separate units
If your granny flat, studio or secondary dwelling shares the same street address as the main home, it may need to be added as a separate service location before it appears in an address search. LIVA Telecom can help guide you through the next steps.
Call our teamIf your property was recently subdivided, the new lot or title details may not yet be fully updated across council and broadband network records. Once the subdivision details are confirmed, LIVA Telecom can help review the service address record and raise an enquiry where possible.
Contact supportIf this is a newly built home, your address may need to be registered by your developer or builder before a broadband service can be ordered. LIVA Telecom can still help check the address and raise a missing-address enquiry where available.
Check plans againSometimes the broadband network address record may be slightly different from your postal or council address. Try another format, such as your unit or lot number, full street name, street abbreviation, suburb or postcode. Our team can help identify the correct service location.
Call our teamFill out the form and our team will get back to you with a tailored technical response within 2 hours.