Red Broadband - Frequently Asked Questions

How does it work?

The equipment we use is installed on the client premises roof and once installed forms a direct connection to the Red Broadband tower. All of our towers are owned by Red Broadband, this allows us to provide granular control and monitoring over the equipment to ensure reliability. All equipment is installed by our technicians on the day and you will be online straight away.

Question: Do I need a phone line?

One of the benefits of Fixed Wireless Broadband is that a traditional copper telephone line is not required. This means that we can provide higher speeds to you that exceed your current ADSL line speeds.

Can I get a faster download speed than 12Mbps?

Depending on signal and availability, we can offer higher speed capping of up to 18Mbps down (2Mbps up, $9/month extra) or 30Mbps down (5Mbps up, $18/month extra). We can not guarantee increased speeds.

Can I use a wireless router inside my house?

Yes. Any wireless router with an Ethernet WAN port can be used to distribute the internet service throughout your premises.

Can I play games on the fixed wireless broadband service?

Yes, online gaming is supported on our network. Typical latency is <30ms.

What latency can I expect?

You should expect between 10 and 30 milliseconds latency.

What is involved in the installation process?

A Red Broadband technician will install the modem on your roof and point it towards our tower. An Ethernet cable will be installed from the modem to a room of your choice in your premises. Power to the modem on the roof is supplied via the Ethernet cable and connects to your computer or Wifi router via the Ethernet cable.

How soon can I get it installed?

Generally, a site survey can be arranged within three to five business days of signing up. If the site survey is successful, your broadband service will be installed immediately by the technician and you will be online straight away. A typicall installation can take up to two hours.

What do I need on my computer for the service to work?

Your computer will require an Ethernet cable to plug into our equipment or a wireless adapter to connect to your existing wireless network.

Is the fixed wireless broadband connection secure?

Yes. The Red Broadband network utilises encryption methods to ensure your internet is secure.

Is the Red Broadband system affected by the weather?

No. The only issues that affect our system are power outages and localised radio interference. We have two to three days of battery backup power at each tower which allows us to “ride out” any power outages in the area. We also actively monitor our Microwave backhaul network for any potential radio interference and make necessary changes as and when required.

Is the Red Broadband fixed wireless broadband different to WiFi and Mobile Broadband?

Yes. Wifi uses technology that is designed for short range point to multi point communications. Mobile broadband is primarily a phone system which allows data access and due to peak congestion it can severely diminish your abilities to view web pages, download files and check your email. The Red Broadband modem, once installed on your roof, gives you a Point to Point connection to our tower which is connected to our core network at very high speeds.

Do I need a router?

No. However, you may choose to use a router to connect other computers in your premises to the Red broadband connection. The installation technician will install a network cable into your premises which you can plug into your computer.

How many email accounts can I get?

You can create up to 5 email accounts via our members portal.

Are there any health concerns I should be worried about?

No, our equipment does not emit any harmful radiation or power. As an example, your mobile phone emits more power than our equipment.

Can I upgrade or downgrade my plan?

Yes, you can upgrade or downgrade your plan once per month at any time. A pro-rata fee will be applied to your next month's bill for the difference in internet service plan charges. If you wish to downgrade, there is an administrative fee of $15.

What does it cost to cancel my contract?

To cancel your contract at any time during the contract period, you will be required to give 30 days notice and pay an early contract termination fee. The termination fee will be charged at a rate of $25 per month remaining in your contract or $150, whichever amount is lesser. A technician will make an appointment with you to remove the equipment on the roof and the power supply from inside your premises at a mutually agreeable time.

What are the Red Broadband invoice payment terms?

The invoice payment terms at strictly due within 7 days. After 14 days, your service may be automatically suspended and a late payment fee of $5.00 applied to your next months invoice.

Do I get notified when I get close to my download quota?

Yes. You will get an email notification when you reach 50%, 85% and then when you are shaped.