The nbn® is giving Australia’s Internet a facelift, replacing its old copper infrastructure with fibre-based technology.  Improving delivery and speeds and providing better voice and quality of service.  It is the opportunity to give every business the capability to reach higher goals.
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Frequently Asked Questions

How do I setup my Commander modem?

Depending on the technology you have at your premises the modem is setup differently, select your technology type for instructions. If you do not know your technology type click here enter in your address and the technology used will be displayed

Fibre to the Premises (FTTP)

Fibre to the Node (FTTN)

Fibre to the Building(FTTB)

Fibre to the Curb(FTTC)

Hybrid Fibre Coaxial (HFC)

Fixed Wireless (FW)


How do I set up a BYO Modem?

If you choose to use your own modem, you will need to apply the following configuration settings:

  1. PPPoE authentication

    • Please log into your modem and make sure you update the credentials. This will allow us to authenticate you and add you to our network (we provided these details in your Order Confirmation email)
  2. WAN traffic needs to have VLAN100 tagging
    • Ensure you update your WAN setting, or your internet service won’t work.
  3. WAN Quality of Service (QoS) needs to be disabled
    • If you don’t disable the QoS, your internet service may experience dropouts, and your connection will be unstable.

PLEASE NOTE: You will need to refer to your modem user guide for specific details on how to update the requirements we have outlined above. We provide LIMITED technical support to customers with BYO modems.

For UNLIMITED support, we recommend customers use the Commander Business Modem with their internet service. Commander modems are easy to set up and come with FREE 4G Backup. 4G Backup allows your business to stay online if the nbn® service goes offline.

What is 4G Backup?

4G Backup lets you access the Internet and make/receive IP Voice calls when your fixed Internet connection has failed or is waiting to be activated.

Click here for more information.

Do I need to pay any setup or installation fees to connect to nbn®?

There is a $55 setup fee for a new nbn® connection which we waive when you migrate your existing Commander phone or broadband service.

If you have a brand new address with no existing infrastructure, then there may be a full installation required.

The installation charge for a new address is $300 and more information can be found here. If you want to install an extra nbn® connection at the same address, then you’re looking at an installation charge of min $297.

Email settings

Settings for accessing your Commander Email Accounts

Domain Collect Send  Webmail Management
(port 110) or
(port 995)
(port 25) or
(port 465; username is your Email address)
(port 110)
(port 25) or
(port 465; username is your Email address


DNS settings

Your DNS settings should be automatically provided to your router when you connect; however if you need the settings directly, the following can be used depending on the username you have.

State Primary Secondary


If you are delegating your domain to us, please use the following details:

What is a Business Wi-Fi Booster?

Our Business Wi-Fi Booster is designed to work wirelessly with the Commander Business Modem, forming a single powerful Wi-Fi Mesh network coverage. Up to two (2) Business Wi-Fi Booster devices can be connected to a Commander Business Modem. This will provide an optimal environment and is recommended if your Wi-Fi signal is low.

Click here for more information.

What is Internet Usage?

Internet usage is the amount of data which is transferred between your computer or other device (e.g. smart phone, tablet) and the Internet over a certain amount of time. This amount of data is measured in bytes, kilobytes, megabytes and gigabytes.

Data can be transferred in two ways;
1.    From the Internet to your computer or device (download - e.g. watching a video online);
2.    From your device or computer to the Internet (upload - e.g. uploading pictures to a social media site).

However, you use the Internet on your computer or device, all activities that use the Internet contribute to your overall usage which includes Uploads and Downloads.

What is a gigabyte (GB) of data?

A gigabyte (GB) is measurement unit for computer data that is technically about 1,048,576 Kilobytes (KB) and around 1024MB... but in the real world, this equates to approximately:

-    1.5 hours of Video Conferencing
-    Around 200 music tracks (5MB each); or
-    Approximately 1000 images or photos (1MB each);
-    1.4 standard definition movies (700MB per movie)
-    2 hours of streaming TV (500MB an hour)

What is the difference between download and upload?

A download means that data is transferred from the Internet to your computer or device.

Examples of downloads:
1.    Email: Opening emails involves opening files received such as PDFs, word documents, photos and other attachments as well as written messages within the body of the emails themselves.

2.    Navigating the Web: Every site visited sends data to your computer so that it can display the information correctly.

3.    Web-TV (i.e. Netflix, Stan, YouTube...) and Web-Radio (i.e. Spotify, Pandora, iHeartRadio…): These online media types send a stream of data every second and so they use much more bandwidth than just surfing the web. 

4.    Chatting: This activity involves messages received in an online conversation. Video conference chatting uses more bandwidth than typed messages.

Note Downloading songs, movies, software or images also uses bandwidth.

An upload means data is transferred from your computer or device to the Internet.

Examples of uploads
1.    Chatting: Each video conference or message sent in an online conversation is an upload. Video chatting involves larger amounts of data transfer than text chatting.

2.    Email: Any message or attachment (photos or Word, Excel or PowerPoint files) sent in an email is an upload. The larger the file attachment, the larger the upload.

3.    Music exchange sites (Peer-to-Peer): Some sites used for downloading files, songs and videos (such as iMesh, FrostWire, BitTorrent, Vuze, eMule, and etc.) are based on file exchanges which involves other users accessing your library to download songs from it and this can count towards internet usage as an upload.

Note Most people tend to download more than they upload.

How much data does it take to... ?

Below are some general estimates of common amounts of data used for usual internet activity. The guidelines below are only approximate so please be aware that actual usage could be far greater (e.g. if you utilise High Definition Video Conferencing or download High Definition movies or images instead of standard definition versions or if you receive or send a large amount of emails with large attachments).

Activity Type Measurement of Estimated / Approximate Data Used
Internet browsing/surfing 5MB per hour
Emails 500KB per email (estimate includes attachments & spam)
Video Conferencing 600MB per hour
Films 2GB per film (avi, mpeg, divx)
Game/Movie Trailers 100MB each
Music tracks 5MB per song (4-5min duration)
Online gaming 15MB per hour
Online radio Average stream at 128Kbps
Photos/Documents 850KB per image
Videos 2MB per minute

The above is to be used as a guide only, although upgrade to our unlimited plans to have peace of mind. (Acceptable Use policy applies)

What can cause unexpected high usage?

The most common culprits for data disappearing are; 

  1. Videoconferencing: Communicating with other offices and/or your customers for extended periods of time via a Video Conferencing application. 
  2. Streaming: Video or audio content on YouTube, Spotify, Netflix, Stan etc. 
  3. Online gaming: such as XBOX LIVE, Steam and PlayStation Network 
  4. Automatic updates: e.g. Adobe, Windows, Explorer, etc. 
  5. Exchanging files via iTunes, Dropbox, OneDrive, BitTorrent etc 

How can I check and monitor my Internet usage?

Log into TakeCommand or please contact Customer Service by calling 132 777


Do I get alerts for my Internet usage?

Commander sends automatic SMS or email usage alerts on its compatible plans to help you keep track of your excess usages charges. The alerts will be sent at 50%, 85% and 100% of your included data.  

More information is available here: About Commander Usage Alerts

What networks do we use?

Commander Fixed Phone and Data services are delivered over own network or where our network is not available, using wholesale services supplied to us by Telstra. 

Commander fibre services are delivered over own network or where our network is not available using the NBN Co Ltd fibre network, Opticomm and Redtrain. 

Commander IP Voice services are delivered over own network. 

Commander 4G Backup services are delivered using the Optus 4G and 3G/HSDPA GSM networks, subject to network availability.

What is the Commander nbn® guarantee?

It’s simple. Our nbn® guarantee to you, ensures no penalties when you switch your existing Commander plan to an nbn® plan, nbn®-ready devices and a seamless transition to a Commander nbn® plan. When the nbn® arrives in your area, we’ll upgrade your Commander Office Phone or Internet plan and manage it for you so you can focus on what’s important to you. Your Business!

How to access Onestream VPN reporting?

Commander OneStream VPN reporting portal provides you with timely and accurate reports on the performance and usage information of your VPN solution. 

You can generate reports on your VPN solution via OneStream VPN Reporting Portal.

Email Phishing Scams

Email Phishing Scams are designed to steal your valuable personal data, such as credit card numbers, passwords, account data, or other private information. These emails can look genuine appearing to be from Commander or some institution; however they are fake and usually copy the company's logo and message format. These phishing emails may also contain links to fake websites which may be like the institutions real website. 

Any emails from Commander with our customers will be purely to notify you of account changes or to provide you with new information about products and services. Unless you have submitted and email enquiry to Commander Customer Service or Technical Support, we will never require you to enter sensitive and personal information such as your username or password in regard to your Commander account. 


Below are some guidelines that will help you to determine whether an email you received is a phishing email: 

  • The email is sent from a fake email address and not using the company's domain (eg. [email protected]

  • The email does not address you by your proper name. 

  • The email might contain typing errors and grammatical mistakes. 

  • The email might claim that your details are needed for a security and maintenance upgrade, to 'verify' your account or to protect you from a fraud threat. 

  • The email might even state that you are due to receive a refund for a bill or other fee that it claims you have been charged. 

You can take the following steps below to ensure that you are less susceptible to phishing attacks and thereby protect your personal data online: 

  • Do not reply to any email asking to verify your personal data. You will find that legitimate companies, vendors and merchants do not send such requests via email unless you have submitted an email enquiry to them. 

  • Contact the company right away to ask for clarification of such emails. 

  • Never divulge information, such as passwords and credit card, social security, and bank account numbers, to anyone making contact with you unless the email is genuine. 

  • Only give such information when you initiate an email enquiry or service call, and only do so with trusted sources. 

  • Use anti-virus software and/or firewalls on every computer you own/use to ensure it is secure and free from viruses and spyware. 

  • Stay up to date with current scams and always report suspicious activity. 

If you suspect that an email you have received pertaining to be from Commander is a phishing email, and it meets the above criteria, please delete it from your computer immediately and do not open any files attached to the message. 

For more information about Phishing attacks please visit: 

 SCAMwatch Radar

ACMA Spam Information 

Lift and Fire Alarm information

Fire Indicator Panels (FIP) and Lift Phones can be connected to the NBN, but YOU must ensure that in-building phone cabling used is compliant with Australian Standards.  

The nbn™ network will soon replace most existing fixed phone and Internet networks – this switch will affect the operation of important services such as your monitored fire alarm and lift emergency phone.  

Registering your monitored fire alarm or lift emergency phone service with the correct Full National Number (known as an FNN) helps identify premises that might be eligible for a deferred disconnection (to 1 July 2017). You can find your monitored fire alarm and/or lift emergency phone’s numbers either on your bill or from your current telecommunications service provider.  

Registration on the Fire and Lift Register will only provide a temporary deferral of the disconnection date, if eligible and you should ensure you talk to your monitored fire alarm and/or lift emergency phone service provider and organise for the monitored fire alarm and lift emergency phone services to be migrated to a working solution well before the respective disconnection dates. 

It is important to note that registration should not replace the need for regular testing,
as it is still the owner/operator's responsibility at all times to ensure that their monitored
fire alarm and/or lift emergency phone services are working properly. 
To register you your lift and fire line go to


For more information on how to migrate monitored fire alarm and lift phone services, see the Migration of monitored fire alarm and lift phone services Good Practice Guide  

Prior to connecting a lift phone or fire indicator panel to the NBN, the building manager should arrange a registered cabler to ensure the in-building wiring between your lift phone or fire indicator panel and phone service complies with industry standards, including ITU K.21 11/2011, AS/CA S008, AS/CA S009 and AS/NZS 3000.  

If you are advised by a registered cabler that the wiring is non-compliant, YOU must ensure compliance prior to connection. Where surge protection is required the registered cabler should install the surge protection device in accordance with AS/CA S009:2013 section 10, as close as possible to the NBN connection box. 


Failure to comply with either of these steps could allow electrical interference or
voltage surge to damage NBN Co’s connection box, stopping its telephony functions
from working. Should this occur, a lift phone or fire indicator panel may be unable to
dial out in the case of an emergency, resulting in serious risk to life.


Need further information call NBN Co on 1800 687 626 

What is Priority Network Support?

 Priority Network Support is a value-added service provided on our nbn™ plans. With Priority Network Support you receive a dedicated onboarding experience and enhanced restoration times on any of our nbn™ plans. 
This service is highly recommended for businesses that have critical data needs and require a high level of support.

  Priority Network Support 8 Priority Network Support 12 Standard Support
Restoration target^ 8 coverage hours 12 coverage hours Next Business day (5pm)*
Coverage hours Mon-Fri 8am-12am
Sat 8am-5pm AEST
Mon-Fri 8am-5pm AEST

 *If reported during coverage hours. ^If restoration target is not met, the monthly fee for Priority Network Support is refunded.

NOTE: Priority Network Support only covers the nbn service and all other bundled services are not included.
If you already have Priority Network Support with us and want to log a nbn fault, then please call 132 777.

nbn support in urban areas