General Questions
CityCable Australia proudly provides high-speed internet via high-quality fibre directly to the building (FTTB), offering a superior alternative to the NBN for high-rise buildings and apartments.
We also offer internet/broadband services for NBN networks, Opticomm networks, and Lynham networks.
You can easily check service availability on our website’s main page using the address check function.
If you have any questions about availability at your address, feel free to contact us at customerservice@citycable.com.au for further assistance.
Our customer service and support teams are available from 9 AM to 6 PM, Monday to Friday.
You can reach our customer support team by:
Phone: 1300 850 718
If you’re experiencing internet issues, click here for troubleshooting instructions before contacting support.
Installation & Setup
Under normal circumstances, activation takes approximately 1 to 3 business days, depending on the technology available at your premises.
However, if professional installation is required, the process may take up to 14 business days.
Yes. To ensure the security of your property and the safety of our technician, the activation process must be supervised.
A router or modem is required to use our internet service. The specific device depends on your network technology:
For NBN service: You can check your premises’ NBN technology [here].
For other internet services: Contact us via email or phone, and we’ll verify the required technology for you.
We cannot guarantee compatibility with third-party routers or modems. However, our technicians can assist with configuration during or after activation.
If your device is found to be incompatible, you will need to obtain a compatible router/modem.
Devices provided by a previous internet provider may be locked and not usable with our service.
If your device was purchased separately and is technologically compatible, it should work with our internet service.
Yes. We will contact you before activation to confirm the most suitable installation method.
Billing & Payments
We accept EFT payments, debit/credit cards, and AMEX (a 1% surcharge applies to AMEX transactions).
Invoices will be sent to your registered email address for approved payments.
The service fee is automatically debited on the 1st of each month.
You can update your payment details on our website:
👉 Update Payment Details
Alternatively, you can contact our customer service team for assistance.
The contract term depends on the selected plan and may be either no-term or a fixed-term contract.
If you terminate your service before the contract period ends, a termination fee will apply, calculated as the total remaining monthly fees, payable in one lump sum.
For current promotions and special offers, please visit our Special Campaign section.
Please contact us to request a temporary service suspension.
Technical Support
Upgrades & Customization
No worries! We’re here to help.
👉 [Click here to view our troubleshooting guide for slow internet issues.]
No worries! We’re here to help.
👉 [Click here to view our reconfiguration guide.]
No worries! We’re here to help.
👉 [Click here to view our troubleshooting guide for Wi-Fi dropout issues.]
No worries! We’re here to help.
👉 [Click here to view our troubleshooting guide for no internet connection issues.]
Yes! You can request an upgrade or downgrade by emailing us with your customer information.
Our customer service team will respond within one business day.
Static IP addresses are available for an additional $10.00/month (incl. GST), subject to availability.
You can always email us, and we’ll check availability for you.
You can request additional equipment or services by contacting us via email.
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