Guides
Internet providers and your rights
An internet service has more than one owner. Your provider sells it, NBN owns the network that carries it, the building may own some of the cabling and you own what is inside your walls. When it fails, the hard part is finding out whose part the fault is in.
These guides explain who tests what, where the network boundary sits, and what to do when a network fault is blamed on your home: what to ask, what evidence carries weight and where to take a complaint. We are independent, so nothing here protects a provider.
- Guides6 guides in this topic
- Last updated31 Oct 2026
- Written byA technician, 31 years in the field
Need this fixed rather than explained?
These guides are written from the field. When the job needs a technician on site, this is where to go next.
Start here
Start here What is an internet technician?
An internet technician finds and fixes faults in the cabling and equipment on your side of the network: the wiring in the walls, the sockets, the modem and the WiFi. They hold a cabling registration, and they work for you, not for a provider or for NBN. Need it fixed?NBN Technician5 more guides on this
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New Your NBN keeps dropping out. Here's how to prove it.
NBN keeps dropping out and your provider says it's fine? Log every dropout, speed test and call, and print a one-page evidence report. Free, private. -
New Got a text or email you're not sure about? How to check if it's a scam
How to tell if a text, email or website is a scam, check it without clicking, what to do if you clicked or paid, and how to report a scam in Australia. -
New A call from "Telstra" or "NBN" saying your internet is hacked? Hang up. Here's how the scam works
How the fake Telstra or NBN technician call works, the giveaways to listen for, and what to do if you let a scammer into your computer or your bank. -
New How to complain about an NBN fault: your provider first, then the ombudsman
How to make an NBN complaint that gets somewhere: your provider first, how to escalate, when to go to the TIO, and the evidence to have ready. -
Telstra complaints: told it is your wiring, when the fault is in the network
Told your phone or internet fault is your internal wiring? How faults in the old Telstra copper network get missed, what causes them, and how to complain.