Question 1

Which LIVA residential plan is right for my home?

Accepted Answer

The right plan depends on how your household uses the internet. Consider how many people are online at the same time, how many devices are connected, and whether you stream HD or 4K video, work from home, play online games, download large files or make regular video calls. Check your address first to see which connection types and speed tiers are available at your home. You can then compare available plans, speeds, pricing and included features before choosing the most suitable option.

Question 2

Is there a lock-in contract for residential plans?

Accepted Answer

LIVA residential internet plans are available with no lock-in contract, unless a specific offer, add-on, device repayment arrangement or service term states otherwise. Any applicable modem cost, delivery fee, activation charge, add-on, new development charge or other service charge will be shown during signup and/or in the Critical Information Summary before you proceed.

Question 3

Can I get nbn, Opticomm or Fixed Wireless at my home?

Accepted Answer

Availability depends on your address and the network infrastructure available at your premises. The address checker will help confirm whether nbn, Opticomm, Fixed Wireless or another supported service type is available at your home. Some addresses may only support certain technologies, plans or speed tiers.

Question 4

Can I use my own modem or router for my home internet?

Accepted Answer

In many cases, you may be able to use your own compatible modem or router with LIVA Telecom. Your equipment must be unlocked, suitable for your connection type, and able to be configured with the required LIVA internet settings. Some connection types require different equipment. For example, FTTN and FTTB generally require a VDSL2-compatible modem/router, while FTTP, FTTC, HFC and Fixed Wireless services usually use network-supplied connection equipment with a compatible router connected to it. If you are unsure whether your current device is suitable, please contact LIVA before ordering.

Question 5

Will I need a new modem for a VoIP home phone service?

Accepted Answer

If you want to use a VoIP home phone service, your modem/router or phone adapter must be unlocked, compatible with your connection type, and support VoIP/SIP configuration. If your current modem/router does not support VoIP, you may need a compatible replacement device or a separate VoIP-capable adapter. Some devices, including medical alarms, monitored security alarms, EFTPOS terminals and lift phones, may not work the same way over an internet-based phone service. Please check with the device provider before changing your phone service.

Question 6

How long does a home internet connection take?

Accepted Answer

Connection timeframes depend on your address, connection type, whether an active service already exists, whether required equipment is already installed, and whether a technician appointment is needed. Some transfers can be completed quickly, while new installations, missing equipment, address issues, fibre upgrades or technician appointments may take longer. LIVA will provide available order updates after your address is checked and your order is submitted.

Question 7

Can my home get a $0 fibre upgrade?

Accepted Answer

Your address may be eligible for a $0 standard fibre upgrade. Eligibility depends on your current technology type, address qualification, selected plan, provider participation, installation requirements and nbn co requirements. If your address is eligible, LIVA can help you proceed with the upgrade order. Installation may require new fibre equipment at your premises, and an adult may need to be present for the appointment.

Question 8

Why might my Wi-Fi speed be different from my plan speed?

Accepted Answer

Your internet plan speed and your Wi-Fi speed are not always the same. Wi-Fi performance can be affected by your modem/router, device capability, distance from the modem, walls, interference, in-home cabling, the number of connected devices and network conditions. Testing with an Ethernet cable connected directly to the router can help identify whether the issue is related to Wi-Fi performance or the internet connection itself.

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