Frequently Asked Questions

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This is a once off charge by the fibre operator ie nbnco or one of the private fibre operators for the connection of services to a new development or property for which a service has never been provided before.
This charge is charged by the wholesale operator to the ISP you have requested the service from and the ISP pass this onto the first applicant.
You have to pay this fee before a connection can be made.
If you are a tenant then you may be able to get this reimbursed by your landlord as this is a once off fee and only applied to the first connection.

Actual throughput speeds may be slower and could vary due to many factors such as:
• Type/source of content being downloaded
• Hardware and software configuration
• The number of users simultaneously using the network
• The performance of interconnecting infrastructure not operated by UltraISP
Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.
Peak times can also affect your internet speed, this is in the evening usually between 7pm and 11pm. During this time you may experience speeds below the maximum upload and download speeds.

If you want an accurate speed test of your network access service, then you need to make sure you are connected on a fixed wire port and testing against the Intervisp server.
You can not accurately test your Internet access via a wifi connected device as this is subject to so many external conditions and circumstances and will never run at the same speed as a fixed wire port.
If you test to a server deep within the Internet (ie not Intervisp) then the speed is subject to many downstream issues which as a retail ISP we cannot control.

Yes, our customer service team can assist you with swapping plans to better suit your needs. Customers can change plans at any stage and the upgrade will be effective form the day of the new subscription.

Setting up your router is easy! No technician is necessary – you can do it yourself. All you need to do is plug your router into a power supply and into your apartments/homes NTD. Our friendly customer service team will be happy to talk you through the process.

A ‘BYO’ router can be used instead of a supplied UltraISP router as long as it meets certain requirements. The router must be able to be put into WAN mode on one of its LAN network ports (normally, LAN 1). This will enable the router to work with our service.
The router must be NBN compatible and have a GE Ethernet WAN port and be capable of routing with a minimum throughput of 100Mbps.
If you’re unsure or have any questions, please get into contact with our customer service team.

A router you have received from a previous provider may have special locks or security settings which stop you from using their router with another internet service provider. Please check with your previous provider to determine this. If there are no locks or security settings you may be able to use this router instead of a supplied UltraISP router. Please see ‘Can I use my own router/modem’ for more information.
The router must be NBN compatible and have a GE Ethernet WAN port and be capable of routing with a minimum throughput of 100Mbps.

The router you receive is a ‘Mikrotik HAP AC Lite Tower’. Pricing varies based on contract terms. Please see critical information summary for your chosen plan for more information.