City Cable Australia proudly providing high-speed internet through high quality fibre directly to the building (FTTB), a better alternative to NBN to the high-rise buildings and apartments.
Temporary internet suspension is only available for selected building. Email us on info@citycbale.com.au or call us on 1300 850 718 to check out the details. The minimum suspension period is one month.
If you are bringing your own router and are not sure if the router is compatible with our Cable Internet service, or you don’t know how to configure your router, we are here to help you.
Please click here for further instructions.
Suppose you are using the router provided by our City Cable and accidentally reset your router. You can easily find the configuration guide below.
*If you are a customer who lives in Author Townhomes (325 Station Street), the router’s factory setting will be compatible with our Cable Internet. You do not need any further configuration.
Check the power LED on the front of the router, make sure it has power.
If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
Check that the Ethernet cable is securely connected from the modem to PC.
Restart the computer and retry the connection.
Power cycle the modem by pulling the power cord out and plugging it back in.
Disconnect the cable from the modem, plug it to a laptop which has ethernet port and make sure there is connection.
Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.
Try a different router if you have one.
If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.
NBN broadband is a broadband data service that provides you with internet access at you premises via the National Broadband Network.
NBN internet activation may takes up to 14 working days. NBN technician may need to onsite for service activation depends on the NBN technology at your premises.
Unfortunately, we are not offering temporary internet suspension for NBN internet.
You need to purchase an NBN-compatible modem/router. We recommend that you purchase NBN-applicable products currently available in the Australian market. If you’re not sure if your router is suitable for the NBN, please refer to the parameter requirements below to gauge the usability of your device.
- NBN Technology: FTTB, FTTN — Required ADSL/VDSL modem with DSL port. Internet connection method of Dynamic IP (DHCP) will be necessary.
- NBN Technology: FTTC, FTTP, HFC —Required router with RJ45 Ethernet WAN port. Internet connection method of Dynamic IP (DHCP) will be necessary.
- You will need to know the access method of your modem/router’s setting interface. You can search for this information by visiting the official website of your modem/router.
If you do not know what NBN technology is used in your address, please click here to check your address.
If you are unsure what kind of hardware would match your service, you may purchase the hardware from us to ensure compatibility and ease of use. We configure and test the hardware thoroughly before sending it out; that way you can be sure the hardware works.
If the internet light on your router become red or having no light on, please check the NBN outage first with https://www.nbnco.com.au/support/network-status. If there is no outage and
- Your NBN technology is FTTC which will give you a white modem with NBN sign.
please check page 7 for trouble shooting
- Your NBN Technology is HFC which will give you a black modem with NBN sign.
The different coloured lights on your connection box denote specific issues your service may be experiencing.
Front of the connection box:
- If the POWER light isn’t on, it means the connection box has no power. Check your outlet to make sure your connection box is connected correctly.
- If the POWER light is GREEN, it means your connection box has power.
- Your ONLINE, DOWNSTREAM and UPSTREAM flash when the connection box is starting up. No need to do anything, just wait for the connection box to finishing powering on. When the light is a SOLID green, everything is working.
- When both the UPSTREAM and DOWNSTREAM light is flashing, that means the connection box is doing a firmware update. No need to do anything, just wait for the update to complete.
- If you find your UPSTREAM and DOWNSTREAM line is FLASHING, but the ONLINE light is off, there’s no connection to the network. You’ll need to contact support team.
If the modem is working fine,
Check the power LED on the front of the router, make sure it has power.
If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
Check that the Ethernet cable is securely connected from the modem to router.
Restart the computer and retry the connection.
Power cycle the router by pulling the power cord out and plugging it back in.
Disconnect the cable from the router, plug it to a laptop which has ethernet port and make sure there is connection and do a speed test.
Reset the router to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the router. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the router to be powered on, please check and make sure the power is on while you are performing the reset.
Try a different router if you have one.
If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.
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
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.]
Upgrades & Customization
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.
City Cable Australia proudly providing high-speed internet through high quality fibre directly to the building (FTTB), a better alternative to NBN to the high-rise buildings and apartments.
Temporary internet suspension is only available for selected building. Email us on info@citycbale.com.au or call us on 1300 850 718 to check out the details. The minimum suspension period is one month.
If you are bringing your own router and are not sure if the router is compatible with our Cable Internet service, or you don’t know how to configure your router, we are here to help you.
Please click here for further instructions.
Suppose you are using the router provided by our City Cable and accidentally reset your router. You can easily find the configuration guide below.
*If you are a customer who lives in Author Townhomes (325 Station Street), the router’s factory setting will be compatible with our Cable Internet. You do not need any further configuration.
Check the power LED on the front of the router, make sure it has power.
If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
Check that the Ethernet cable is securely connected from the modem to PC.
Restart the computer and retry the connection.
Power cycle the modem by pulling the power cord out and plugging it back in.
Disconnect the cable from the modem, plug it to a laptop which has ethernet port and make sure there is connection.
Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.
Try a different router if you have one.
If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.
NBN broadband is a broadband data service that provides you with internet access at you premises via the National Broadband Network.
NBN internet activation may takes up to 14 working days. NBN technician may need to onsite for service activation depends on the NBN technology at your premises.
Unfortunately, we are not offering temporary internet suspension for NBN internet.
You need to purchase an NBN-compatible modem/router. We recommend that you purchase NBN-applicable products currently available in the Australian market. If you’re not sure if your router is suitable for the NBN, please refer to the parameter requirements below to gauge the usability of your device.
- NBN Technology: FTTB, FTTN — Required ADSL/VDSL modem with DSL port. Internet connection method of Dynamic IP (DHCP) will be necessary.
- NBN Technology: FTTC, FTTP, HFC —Required router with RJ45 Ethernet WAN port. Internet connection method of Dynamic IP (DHCP) will be necessary.
- You will need to know the access method of your modem/router’s setting interface. You can search for this information by visiting the official website of your modem/router.
If you do not know what NBN technology is used in your address, please click here to check your address.
If you are unsure what kind of hardware would match your service, you may purchase the hardware from us to ensure compatibility and ease of use. We configure and test the hardware thoroughly before sending it out; that way you can be sure the hardware works.
If the internet light on your router become red or having no light on, please check the NBN outage first with https://www.nbnco.com.au/support/network-status. If there is no outage and
- Your NBN technology is FTTC which will give you a white modem with NBN sign.
please check page 7 for trouble shooting
- Your NBN Technology is HFC which will give you a black modem with NBN sign.
The different coloured lights on your connection box denote specific issues your service may be experiencing.
Front of the connection box:
- If the POWER light isn’t on, it means the connection box has no power. Check your outlet to make sure your connection box is connected correctly.
- If the POWER light is GREEN, it means your connection box has power.
- Your ONLINE, DOWNSTREAM and UPSTREAM flash when the connection box is starting up. No need to do anything, just wait for the connection box to finishing powering on. When the light is a SOLID green, everything is working.
- When both the UPSTREAM and DOWNSTREAM light is flashing, that means the connection box is doing a firmware update. No need to do anything, just wait for the update to complete.
- If you find your UPSTREAM and DOWNSTREAM line is FLASHING, but the ONLINE light is off, there’s no connection to the network. You’ll need to contact support team.
If the modem is working fine,
Check the power LED on the front of the router, make sure it has power.
If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
Check that the Ethernet cable is securely connected from the modem to router.
Restart the computer and retry the connection.
Power cycle the router by pulling the power cord out and plugging it back in.
Disconnect the cable from the router, plug it to a laptop which has ethernet port and make sure there is connection and do a speed test.
Reset the router to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the router. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the router to be powered on, please check and make sure the power is on while you are performing the reset.
Try a different router if you have one.
If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.
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