Support
Account
Advocates:
An advocate is someone that you nominate on your account that can speak to us on your behalf. They cannot make any changes to the account without the primary account holder being present and agreeing.
Types of Advocates:
An advocate may be an interpreter, an IT/Technical specialist, a financial counsellor, a legal aid representative, a friend/family member or someone else you choose to use.
What can an Advocate do?
With the primary account holder present, advocates can make any changes to the account OTHER THAN:
- Close a service
- Open a service
- Relocate a service
- Add an authorised contact
An advocate can also help troubleshoot connection difficulties, relay information to you and discuss financial matters. Advocate can take no action or even discuss an account without the presence and permission of the primary account holder.
Please note: In the case where the primary account holder requires sign language (Auslan) interpreter or another case where the primary account holder is unable to speak directly to us to give permission, we require 3 points of ID from the primary account holder in order to confirm permission of advocate. Please email customerservice@yolk.net.au for more information.
How do I use an advocate?
To work with us using an advocate on your account, simply call us on 1300 965 500 and mention you wish to use an advocate for the call. You can also ask for a note about your advocate to be added to your account for future reference. (note – this does not give your advocate any authority to act without your presence).
Authorised Contacts:
An authorised contact is someone that you nominate on your account to speak to us on your behalf. Authorised contacts can make changes to the account without you being present.
Types of Authorised Contacts:
An authorised contact is likely to be a family member, a partner, a flatmate, a legal representative (eg power of attorney, guardian, executor of estate, etc), or long-term carer. They can be temporary or permanent.
Authorised contacts may do the following without a primary account holder present:
- Any troubleshooting
- Make payment
- Purchase devices or agree to loan devices (such as a router or an ATA)
- Adjust the plan including adding data or changing speed tiers.
Authorised contacts cannot do any of the following:
- Add a service
- Close a service
- Add an authorised contact
Authorised contacts identification process:
An authorised contact must identify themselves with 3 points of ID when calling, as we do with all customers that call. These ID points should be their own, but it can also include the primary account holder’s information.
How do I add an authorised contact to my account?
To assign an authorised contact to your account, please speak to our customer service team by calling 1300 965 500.
We’re sorry for your loss and we would like to make it as easy as possible for you to manage their account.
How to close an account and/or transfer ownership of an account
If you’re seeking to be appointed to an account after the primary account holder has passed away or you need to close the account, please contact our customer service team either by calling 1300 965 500 or through email at customerservice@yolk.net.au and our team will do their best to assist you during this time.
When contacting us, please have the primary account holder’s phone number or account number ready, as well as their:
- Full name
- Home address
Who should contact us?
The person contacting us should be an authorised representative of the deceased. This includes:
- an executor, administrator or trustee of the deceased’s estate
- a lawyer or solicitor administering the will
- next of kin (includes an immediate family member, e.g. parent, son/daughter, sister/brother, grandchild, surviving spouse or guardian over the age of 18).
We hate to lose any customer, but sometimes it may be necessary to cancel your account with us. If you’re moving house, then this doesn’t have to be goodbye. Check out our Moving House Info to see how we can help!
To close or cancel a Yolk service, the Primary Account holder needs to call our Customer Service team on 1300 965 500. An account cannot be cancelled over email. We require verbal confirmation on the phone as we aren’t able to confirm your identity over email.
Note for NBN customers:
NBN disconnects the service during the early morning hours so keep that in mind when selecting a day to cancel your internet service.
Do you offer pro-rata closures?
Yes, we do. You can request a pro-rata closure with our team when closing the account.
Do you charge anything for account closures?
For customers not on a contract, there is no extra charge to close the account.
Contract Customers: Customers still on a current contract with us will be responsible for the cost of the modem upon closure – $149.
No one wants a surprise in the form of a bill, so it’s always best to call up your previous provider to cancel services. We recommend waiting until your service is active with us to do so, especially with VoIP. Your phone number needs to remain active with your previous provider until we have successfully ported it over in order to retain your number.
You can easily change your plan by logging into your online customer account.
Mid-cycle plan changes
Internet plan changes – If you need a mid-cycle plan change, then please call our Customer Service Team on 1300 965 500.
Mobile phone plan changes- Plan changes for mobile phones can be scheduled at any time, but will not take effect until the next billing cycle. Data blocks can be purchased as needed.
A. Yes, if you’re using either the online account Portal or website to relocate your service, you can select the date you wish to stop services at your current address and the date you want the new location connected. Alternatively, once you have the dates that you will be moving, simply give our Sales team a call on 1300 965 500 and they can assist with the relocation process.
Q. Will I be charged if there is a gap between the move out and move in dates?
A. Our accounts team can pro rata your monthly payment so you’re not paying for days when the service isn’t connected. They can even adjust your invoices to ensure your new location aligns with your current billing cycle – so if you always paid on the 15th, then that can continue.
Q. What do I need to do on the day of the move?
A. When it comes to your internet service – nothing, we’ll take care of getting your service connected at your new address. We’ll send you an email message once your service is active at your new address and once your service is up and running, you will be able to plug in your modem.
Q. Are there any fees associated with relocating?
A. Yolk does not charge a ‘relocation fee’.
However, an extra charge may apply if you’re connecting to the nbn network and the property is in a new development. A New Development Fee is $300.00, and we will inform you upon signup if this fee may apply.
Q. How long does a relocation take?
A. If your new address has been connected on the nbn previously, it’s likely that you can be connected in as little as 15 minutes.
If we find that we can’t automatically activate your service, or an appointment is needed for your connection at your new address, we try to have you connected within 5 working days.
Q. Will a technician appointment be needed?
A. A technician may need to visit if your new address:
b. Hasn’t had a phone line connected previously or for a long period of time
If an nbn technician is needed you may need to be available at the property, we will let you know in advance. If someone does need to be at home, they must be over 18 and will need to be there for the whole appointment, to let the installer in, and agree where the equipment should be located. Remember you have the right to have a say in where the equipment is located in your home, as long as it works in that location.
Q. Do I need a new modem when relocating?
A. In many cases you won’t need a new modem. However, if your existing modem/router isn’t compatible with your new connection (moving from ADSL, for example), you will need to purchase a new one. Yolk can supply a router, which you can select during the sign up process.
Q. How do I connect my modem?
A. Whether you’re using a modem supplied by Yolk or bringing your own, you can find our setup guides for each nbn connection type in our modem set up area.
Q. How much notice do I need to give Yolk before moving?
A. We recommend submitting the relocation either online or by giving our Sales team a call on 1300 965 500 as soon as you know the dates that you will be moving.
The more notice you give, the more likely we can have your service(s) connected at the new address on your preferred day – especially if a technician is required for the connection.
Q. What if the previous occupant at my new address has not disconnected their service?
A. It’s unlikely, but if this is the case, we’ll let you know, and you’ll need to provide documentation to prove that you’re moving into the new address. Proof of Occupancy documentation may include:
- Lease Agreement
- Rental Agreement (Residential or Commercial Tenancy Agreement)
- Contract of Sale (must be signed, and include settlement date)
- Rates Notice
- Utility Bill, such as Water, Gas or Electricity
Q. What information do I need to provide for a home phone relocation?
A. We first need permission from the phone lease holder, if this is not you, then you will need this person with you when you make the relocation call.
We need the exact address details of the new location, and if you have the old phone number of that location, this would also be beneficial.
Advise us of the date you wish to have your old service disconnected and your new service connected.
Any other information you think will help us with your phone relocation.
Q. What should I be aware of during a home phone relocation?
A. There are a couple of things to be aware of when relocating your home phone:
Phone relocations generally take three working days, providing that a new line or a technician visit is not required.
You will not always be able to keep your existing phone number. If this is the case, we’ll let you know before we proceed with the relocation of your home phone.
Q. Can I take my VoIP number with me if I relocate?
A. If you’ve been assigned a two-way or incoming number, and you’re relocating within the same town, you can keep your current number. However, in the event that you’re moving to a different area, we will have to assign you a new number.
Q. Can I keep my phone number?
A. In most cases yes, however this can depend on a few factors and you may not always be able to keep your existing phone number. If this is the case, we’ll let you know before we proceed with the relocation of your home phone.
There are a few tips to make the relocation of your phone service a smooth one:
- If your home phone is currently using a copper connection and you’re moving to VoIP, we would need to keep your service active at your old address until the porting process is complete in order to ensure you keep your existing number.
- If your phone service is using a VoIP connection and already with Yolk, we can relocate your service with your existing phone number.
- If your phone service is using a VoIP connection and with another provider, you would need to keep your service active with your old provider until the porting process is complete in order to ensure you keep your existing number.
- If the service is closed by your previous provider before the porting has completed, then we will need to try to retrieve the number, which has a re-connection fee of $30. Porting takes, on average, 8 business days, however complex service and fax lines can take up to 6 weeks.
If you are simply relocating your service from one premises to another, you will need the following information:
- Address of the new location
- Date you wish to stop services at your current address.
- Date you want the new location connected.
Once you have the dates that you will be moving, simply give our simply give our sales team a call on 1300 965 500 and they can assist with the relocation process. Our sales team can set your existing service to close on the day you specify for relocations only.
Note: Service will stop working shortly after midnight on the date you specify, if you wish to have service for the full day, please add on an extra day.
Our team will then advise you if your new location is ready to connect or if it requires an installation appointment. If service is ready to go, then they just need to provide the earliest connection date of when you would like service there.
If an installation is required: Our team will advise you of the installation process for your specific location and service class. Please let them know the earliest date that you will have access to the premises so we can get your new location up and running as soon as possible.
Q. Will I be charged if there is a gap between the move out and move in dates?
A. Our accounts team can pro-rata your monthly payment so you’re not paying for days when the service isn’t connected. They can even adjust your invoices to ensure your new location aligns with your current billing cycle – so if you always paid on the 15th, then that can continue.
Note: Our sales team can process service closures that are part of a relocation only. If you wish to close your account, then you will need to speak to our accounts team.
Billing
Yes. You can make an immediate payment with a credit card by logging into your account or calling customer service on 1300 965 500
If you’re struggling to make this month’s payment, or you just need a few extra days, we understand. Please call our friendly Customer Service Team on 1300 965 500 to work out a suitable payment plan solution or you can simply log into your portal then select billing to request a payment extension.
*Payment plan options include temporarily postponing your payment to partial, ongoing payments over an agreed upon time period.
To find out more about our hardship policy, check out our policy section.
For Bank, Credit Card and Debit Card declined payments
If your bank or debit card payment is unsuccessful, a $15 dishonour fee is applicable and will be added to your outstanding balance. While we’d love to be flexible if you did make a whoopsie, this fee is charged to us and is passed on to the customer.
How to avoid declined payment fees:
It’s advised to be proactive with your account. We understand financial difficulties and hardships and even general whoops mistakes because we’ve all been there. We’re all human. Simply contact us.
If you know that your payment will be declined on the debit date, just call our Customer Service Team on 1300 965 500 prior to the debit date. We can arrange a payment plan to prevent the system from withdrawing money from your account until it’s available. As a general rule of thumb, you’re automatically approved for a payment plan provided you agree to pay at least half of the amount owing before the next billing cycle (the next invoice).
If you require a longer payment plan or are experiencing financial hardship, then Customer Service can raise a ticket to the Accounts Manager on your behalf. The Accounts Manager will contact you to further discuss a payment plan that is more suitable. To view our financial hardship policy, check out our policies page.
You can update payment details in two ways.
Credit Card & Direct Debit payment details can be updated on the online portal
If you’re not able to log into your portal or wish to update your details by calling, our Customer Service team can be reached by calling 1300 965 500.
There are three ways to make payment to your account:
Direct Debit – Funds are automatically processed from your bank account on your Debit Date (listed on your Invoice). Note: immediate payments can only be made with a credit card.
Credit Card – Funds are automatically processed from your Credit Card on your Debit Date (listed on your Invoice). Note: We do not accept American Express.
Please call customer service to request the Biller Code and Reference number should you wish to make a BPAY payment.
NBN
FTTB or Fibre to the Building utilises fibre optic cable all the way to a shared point in the building’s communications room. From there, the connection travels along the existing copper lines to each customer most times.
FTTB Network Boundary Point
The MDF is NBN’s Network Boundary Point, once NBN have terminated the service to the MDF it is the customers responsibility to ensure internal cabling is in place from the MDF to the desired location of the modem/router.
If an MDF is not present on the premises, then the NBN technician may terminate the service to a Telecommunication Outlet.
FTTB Site Access Requirements
On the day of installation, the NBN technician will require access to the MDF to complete the installation. To ensure that access to the MDF is available on the day you will need to arrange this in advance of the appointment.
The MDF may be located in a basement, carpark, communications room, office cupboard etc.
If you do not have direct access to the MDF you may need to gain access by liaising with building/centre management, building facilities team, reception, or the IT department.
FTTC or Fibre to the Curb is the latest technology available bringing fibre optic cable all the way to the edge of the premises. The connection then travels through the existing copper lead in to the home. You will receive a nbn™ connection device that you will install by connecting to your main telephone port as shown below. You will still need a router to receive WiFi.
NBN™ ready routers connect to the device though the yellow gateway port seen above to establish an internet connection and broadcast WiFi throughout the home.
This type of connection does not require a nbn™ appointment and is relatively easy to install. The connection should automatically establish without any further activation. It is normal for synchronisation to take up to 30 minutes.
There will be a troubleshooting section available soon.
Note: FTTC connections require an NCD (Network Connection Device) installed. If you do not have one, please contact your agent, landlord, or our team on 1300 965 500.
FTTN stands for Fibre to the Node. Fibre optic cable connects to the nearest node, and then the signal travels down the existing copper lines to the primary telephone wall socket.
Typically, NBNCo do not need access to the premises on activation day. If your appointment is from 7am-2pm, then you are not required to be at home. The activation will occur during those hours. A SMS will be sent to you when your service is ready.
Note: This type of connection requires a VDSL 2 compatible router.
The maximum speed potential for this type of connection is 100 download and 40 upload. There are many factors as to why a connection may be achieving lower speeds.
FTTP stands for Fibre to the Premises. This connection type, as the name would suggest, only uses fibre cabling to connect your premise to the nbn network. FTTP has a nbn™ device installed at the premises, which requires an nbn™ installation appointment.
ou can have input for the location of the device. The device has Uni-D ports for your service where you connect your ethernet cable for your router. Yolk supports a variety of speeds on FTTP including speeds up to 250 mbps and 1 gbps available in most areas.
Note: FTTP connections require an NTD (Network Termination Device) installed at the premises. If you do not have an NTD, please contact your agent, landlord, or our team on 1300 965 500.
FTTP Network Boundary Point
NBN will connect a PCD (Premises Connection Device) on the outside of the premises and then install a FTTP Network Termination Device on the inside of the premises.
NBN may install the NTD in a common area such as a server room, communications room, basement, or a cupboard. NBN will not provide any cabling from the NTD to where your router will be located, this is the responsibility of the customer to ensure this is in place.
HFC stands for Hybrid Fibre Coaxial. HFC requires an NBNCo appointment where a technician installs a nbn™ device inside the home. As with the FTTN and FTTB, fibre optic cable runs to a nearby node, then the connection uses current coaxial cable to the installed nbn™ device.
Please Note: HFC connections require an NTD (Network Termination Device) installed. If you do not have an NTD please contact your agent, landlord, or our team on 1300 965 500.
HFC Network Boundary Point
NBN will connect a PCD (Premises Connection Device) on the outside of the premises and then install a HFC wall outlet on the inside of the premises where they will connect the Network Termination Device.
NBN will install the Network Termination Device within a 40m cable run of the PCD, if you require the NTD to be installed in a location away from the front of the building then you will need to ensure that internal cabling is present.
Location Requirements for the Network Termination Device
- Near a 240v power outlet. If you have provided a power board the NBN technician may not install the NTD as this is not suitable.
- In a cool, dry, ventilated area (nbn™ supplied equipment cannot be installed in a damp or wet area, such as a kitchen, bathroom, laundry or under a window that opens).
- Away from busy areas where it may be knocked or damaged.
Internal Cabling Requirements for HFC
In premises cabling is strongly recommended as it will allow you to choose the location of the NTD, all cabling work must adhere to NBN standards. NBN HFC uses RG6 Quad Shield Cable and this is the type of cabling that must be used if you require the NTD to be installed any further than a 40m cable run.
It is recommended that you get a licenced cabler to run the cabling to ensure that industry standards are met.
To use broadband you’ll need a nbn™ compatible router, which is the device that connects you to the Internet. If you’re coming from an existing provider your current router may be compatible, or Yolk can supply a router.
If you have an appointment, you, or someone over the age of 18, needs to be there for the whole appointment, to let the installer in, and agree where the equipment should be located. Remember you have the right to have a say in where the equipment is located in your home, as long as it works in that location.
If you have an activation, you don’t need to be home.
- Check nbn™ availability
- Select a plan
- Call our friendly sales team on 1300 965 500
When it’s your suburbs turn to have nbn™ connected, nbn™ contractors will either install fibre optic cable down each street or build a wireless tower that will service your area. If you’re connecting to the nbn™ network via fibre a nbn™ contractor will extend the cable running down your street to your premises, or if you’re connecting via fixed wireless an antenna will be installed at your premises.
If you’re on the nbn™ already: it’s likely that you can be connected in as little as 15 minutes. If you’re a little bit technical, we can even activate one of the other ports on your NTD so you can try our nbn™ service in parallel with your existing service provider. If we find that we can’t automatically activate your service, it should take only 5 working days.
If you’re totally new to nbn™: then we’ll get your connection installed and up and running for you. This can take a little longer as you may need an appointment to get you connected for the first time. Keep in mind that any installation fees or other once-off charges will still be billed to your account.
NBN Professional Installation: $165.00 Inc GST
Where a customer’s premise is FTTC/HFC and classified as a ‘Self Installation Address’, the customer can instead opt for an nbn Professional Installation and have an nbn technician attend their premise to complete the installation. The nbn technician will come to the site and install the nbn equipment on behalf of the customer.
Please Note: the nbn technician is only responsible for nbn equipment and will not configure or help with the customer’s equipment.
The customer has to agree to this fee before the order/installation can proceed.
You will require a suitable router with an Ethernet WAN port and a VoIP adaptor for your phone to use this service. We include these with the 24 month agreement.
Unfortunately, from time to time, issues outside of our control happen, whether it be weather conditions, which prevent technicians completing work due to OH&S, or technicians not being available to complete your install appointment due to being held up previously, or private reasons.
Normally, you will know before the appointment has had an issue before we get notified by the NBNco, which is normally sometime after the appointment timeslot.
Occasionally we have to reschedule these and it’s totally out of our control, we will reschedule your appointment to the next available appointment in the NBNco calendar.
Here are a few things you can do:
- Please wait until after your scheduled appointment time (eg after 12pm or after 5pm) to let us know, as we need to await confirmation from the NBNco, as technicians may be running late.
- Remember a 7am-2pm activation does not require a technician at your house so you will not see the technician
- If you do need to reschedule your appointment please refer to the Email/SMS you would have received previously, if you cannot find this, please call our support team on 1300 965 500
- Please be patient, it does normally take NBN 48 business hours to reply, and we will endeavor to keep you updated throughout the process as soon as we get any update
- If you are not happy with your install in any way, please do not sign off with the technician and call Yolk support on 1300 965 500
The nbn™ technician has been out or the commitment time has passed, so how long until your service is active?
Whether you’re FTTN or FTTP, or even Fixed Wireless, our process for activation is the same. You will receive an SMS from us when the service has been activated. The text will indicate that the activation could take up to 24 hours to complete, however most of the time and if there are no problems, it’s very quick and your service running by the evening. For nbn™ device installations, the technician needs to sign off that NBNCo have completed the appointment. This may not occur straight after the appointment. If you’re still having trouble connecting by 7pm, then call our Customer Service Team on 1300 965 500.
Set up my Modem
To set up or troubleshoot your Yolk NF10WV nbn™ compatible modem check out the attached user guides.
If you’re continuing to have issues with your service contact our support team on 1300 965 500.
FTTN Guide (Link to attached doc)
FW, FTTP and HFC Guide (Link to attached doc)
To set up or troubleshoot your Yolk NF18ACV nbn™ compatible modem check out the attached user guides.
If you’re continuing to have issues with your service contact our support team on 1300 965 500.
FTTC Guide (Link to attached doc)
FTTN Guide (Link to attached doc)
FTTP (Link to attached doc)
HFC Guide (Link to attached doc)
Fixed Wireless (Link to attached doc)
There are many versions of modems out there, we suggest you follow the instructions provided by your manufacturer, or feel free to view the manuals in our Netcomm modems. If you get stuck please call our support on 1300 965 500.
