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Help & support

We're here to help.

Browse the common topics below, find answers to frequent questions, or reach our local team directly. Real people, based in Australia.

Help topics

What can we help with?

Getting connected

What to expect after you order, connection timeframes and your appointment.

Modem & Wi-Fi setup

Plug-in guides, Wi-Fi placement tips and getting the best signal at home.

Slow speeds

Simple checks to troubleshoot speed and get the most from your plan.

Billing & account

Invoices, payments, changing your plan and updating your details.

Faults & outages

How to report a fault and what to do during a network outage.

Moving home

Relocating? See our moving home guide to take FlixLink with you.

FAQs

Frequently asked questions.

How long does it take to get connected?
If your address already has an active nbn® connection we can often activate within a few business days. New connections that need a technician visit typically take 1–2 weeks, depending on nbn® availability. We'll confirm your date by email after you order.
Do I need my own modem?
You can bring your own compatible modem, or add a pre-configured FlixLink modem during checkout so it arrives ready to plug in.
Is there a lock-in contract?
No. All FlixLink plans are month-to-month with no lock-in and no exit fees, so you can change or cancel any time.
How do I report a fault or outage?
Call us on (02) 8730 3716 or email info@flixlink.com.au. If it's a wider network issue we'll let you know the status and expected resolution.
Can I keep my phone number?
Yes. For both nbn® Voice and FlixLink Mobile you can port your existing number across when you join.
How do I check my speed?
Restart your modem, connect a device by cable if you can, and run a test at speedtest.net. If results are well below your plan, give us a call and we'll investigate.
Still stuck?

Talk to a real local person.

Our Australian-based support team is here to help with connections, faults, billing and everything in between.

Call (02) 8730 3716Email support

  • Support hours

    Monday to Friday, business hours AEST. Urgent fault line for existing customers.

  • By phone

    (02) 8730 3716, and talk to a local team member.

  • By email

    info@flixlink.com.au, and we'll get back to you quickly.