Frequently Asked Questions
Find quick answers to common questions about our services, billing, technical support, and more.
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 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:
- Email: customerservice@citycable.com.au
- Phone: 1300 850 718
π‘ Tip: If you're experiencing internet issues, try our troubleshooting steps first before contacting support for faster resolution.
Installation timeframes depend on your specific setup:
- Standard activation: Approximately 1 to 3 business days under normal circumstances
- Professional installation required: Up to 14 business days
The timeframe depends on the technology available at your premises and any additional installation work required.
Yes. To ensure the security of your property and the safety of our technician, the activation process must be supervised.
We'll arrange a convenient time that works with your schedule during our business hours.
Yes. We will contact you before activation to confirm the most suitable installation method for your specific situation.
Our team will assess your premises and technology requirements to determine whether professional installation is needed or if self-installation is possible.
A router or modem is required to use our internet service. The specific device depends on your network technology.
Our technicians will determine the exact equipment needed during the installation process and ensure you have everything required for your specific connection type.
We cannot guarantee compatibility with third-party routers or modems. However, our technicians can assist with configuration during or after activation.
Important Considerations:
- 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
Contact us before installation if you plan to use your own equipment, and we'll help determine compatibility.
We accept the following payment methods:
- Debit/Credit cards
- AMEX (1% surcharge applies to AMEX transactions)
Your billing information is managed as follows:
- Email delivery: Invoices will be sent to your registered email address for approved payments
- Automatic billing: The service fee is automatically debited on the 1st of each month
Make sure to keep your email address up to date so you don't miss any billing notifications.
To update your payment details, please contact our customer service team:
- Email: customerservice@citycable.com.au
- Phone: 1300 850 718 (9 AM - 6 PM, Monday to Friday)
Our team will securely update your payment information and confirm the changes with you.
Contract terms vary depending on your selected plan:
- Contract options: May be either no-term or a fixed-term contract
- Early termination: If you terminate your service before the contract period ends, a termination fee will apply
- Termination fee calculation: Total remaining monthly fees, payable in one lump sum
Your specific contract terms will be clearly outlined in your service agreement.
For current promotions and special offers, please check our home page.
We regularly update our promotional offers, so be sure to visit our website or contact us to learn about any current deals that might apply to your situation.
Yes, temporary service suspension is available. Please contact us to request a temporary service suspension:
- Email: customerservice@citycable.com.au
- Phone: 1300 850 718
Our team will discuss the suspension terms and any applicable fees with you.
Yes! You can request an upgrade or downgrade by emailing us with your customer information.
Contact us at:
- Email: customerservice@citycable.com.au
- Phone: 1300 850 718
Include your account details and preferred new plan, and we'll process your request promptly.
Yes, static IP addresses are available for an additional $10.00/month (incl. GST), subject to availability.
To check availability and request a static IP address:
- Email: customerservice@citycable.com.au
- Phone: 1300 850 718
We'll check availability for your location and arrange the setup if available.
You can request additional equipment or services by contacting us:
- Email: customerservice@citycable.com.au
- Phone: 1300 850 718 (9 AM - 6 PM, Monday to Friday)
Our team will discuss available options, pricing, and installation requirements for any additional equipment or services you need.
Before contacting support, try these troubleshooting steps:
Quick Troubleshooting Steps:
- Restart your modem/router: Unplug for 30 seconds, then plug back in and wait 2-3 minutes
- Check all cables: Ensure all connections are secure
- Test with different devices: Try connecting another device to see if the issue persists
- Try a wired connection: Connect directly to your modem with an Ethernet cable
- Check for interference: Move closer to your router or away from other electronic devices
If these steps don't resolve the issue, contact our technical support:
- Phone: 1300 850 718 (9 AM - 6 PM, Monday to Friday)
- Email: customerservice@citycable.com.au
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