Searching for more? Check out our FAQs

Welcome to the Lightning Broadband help centre. Here we have listed the most common questions that we believe you may have before, during and after being a valued customer.

Want to know more about Lightning Broadband? Follow the FAQs below

Lightning Broadband

Who are Lightning Broadband?

We’re an Australian owned and operated ISP offering robust and reliable unlimited broadband plans featuring incredibly fast speeds – Available at all Lynham Networks connected premises.

Are you really Australia Based?

Yes! And we are very proud of it. Our head office is based in Elsternwick, Victoria, an ideal location from which to support our customers and network alike.

Does Lightning Broadband operate its own network?

No, we are an internet service provider operating on Lynham Networks.

Do you provide the NBN?

No, we do not resell NBN services. We are operating on Lynham Networks, providing a premium alternative to meet the needs of our customers.

What are the main reasons people choose Lightning Broadband?

A Fibre-Backed connection, which means fast download speeds when you need it.
Speeds are maintained across the board, no peak hour reductions.
Unlimited data.
Australia-based customer support team.
Rapid connection.
Flexible contract options.

How can I contact Lightning Broadband?

We can be contacted in several ways to provide customer service and support:

Call our Australia-based Customer Support Team on [1800 477 333](tel: 1800 477 333)
Email us at  help@lightningbroadband.com.au
If you’re an existing customer, you can open a ticket in the support function of your  Customer Portal

If you are affected by Domestic violence, Sexual violence or Familiy violence and need support please click here;

For all troubleshooting and service-related issues, please ensure you:

Provide the nature of the issue, and the time and date it occurred.
Give an outline of the troubleshooting steps already taken.
Advise our team on your preferred method of contact.

What are Lightning Broadband’s business hours?

Our Customer Support Team is available per the hours outlined below; however, we monitor our network around the clock.

Monday – Friday 8 am – 8 pm (AEST / AEDT)

Saturday – Sunday 9 am – 5 pm (AEST / AEDT)

Outside of these hours you can lodge a ticket with our out-of-hours team on [1800 477 333](tel: 1800 477 333), or through your Customer Portal.

Tip: You can do almost anything in your Customer Portal, so you won’t even need us!

Is there a contract?

No, you are not on a contract with our Fibre connection and can upgrade, downgrade, or cancel on request.

Can I change my plan?

Yes! As a Fibre customer, you can upgrade at any time. You would simply pay the additional pro-rata monthly fee. You can also downgrade at the end of each billing cycle.

How much data do I get?

All our plans offer unlimited data, so go wild!

Our fibre can support lightning-fast speeds of up to 5,000 Mbps (subject to availability)! You can review the maximum supported speed of your building on our shopping portal or by giving our Customer Experience team a call at [1800 477 333](tel:1800 477 333).

What are the typical evening speeds I can expect?

At Lightning Broadband, we are operating on Lynham Networks and will provide your chosen plan speeds at all times, regardless of how many of your neighbours are watching Netflix or using Zoom!

Is the IP address static?

Yes, all services provide a static IP address through PPPoE credentials.

Can I have more than one static IP address with my service?

Yes, additional IP addresses are available, please enquire for pricing.

What communication will I receive from Lightning Broadband?

You will receive SMS notifications about your service activation completion, router postage tracking numbers, invoice reminders and other handy updates about your service with us.

We will charge your saved card from our payment gateway and issue invoices, and subsequent payment confirmations, via email once the payment has been successful, as well as notifications relating to service disruption. You will also receive key information when signing up for our services such as your Customer Portal and connection credentials via email.

If you are a current customer and are not receiving these, please check your junk/spam folder. If you believe the email address we have on file is incorrect please call our Customer Support Team on [1800 477 333](tel: 1800 477 333) to have your email address updated.

Broadband Connection Types

At Lightning Broadband, we use a variety of technologies to provide high-speed internet to apartment buildings, stand-alone homes and offices across Australia.

In-Building connection – FTTB/FTTP

Our network provides a fibre-backed connection directly to your apartment or office, delivering a super-fast and reliable internet connection instantaneously.

The connection will be provided using either FTTB (Fibre to the Building) or an FTTP(Fibre to the Premises) technology.

How do I know if Lightning Broadband is available in my apartment?

You should receive information from the developer on the purchase or lease of a property in a premises we are connected to, including available plans and pricing. There may also be a

Lynham Networks, Lightning Broadband or Lightning Wholesale (for older buildings) sticker, indicating the live wall port.

What is FTTB?

Fibre-to-the-Building means there is a fibre optic connection running directly into your building to a primary communications point. From here, the connection services each unit via direct cable to an active wall port providing insanely fast speeds.

What is FTTP?

Fibre-to-the-premises is exactly what it says on the tin – fibre optic cable delivers your internet directly to the premises/unit. An FTTP device will be pre-installed so an active port is available and ready to connect you with our lightning-fast broadband.

How do I sign Up?

To sign up NOW, call our friendly Customer Support Team on 1800 477 333 or complete our online form.

Accounts & Payments

What Is the New Development Fee (NDF)?

The New Development Fee Explained

The New Development Fee is a one-off, industry-standard fee that is charged on the initial connection of a new premises to fibre-ready internet in Australia.

The NDF is listed in the Australian Government’s Telecommunications Infrastructure in New Developments (TIND) policy as a standard industry fee. It was introduced so the cost of new developments is shared between the developer, the first resident and the telco installing the infrastructure. It is a partial recovery for the cost of deploying network infrastructure to new premises or dwellings and is an end-user contribution.

What Is a New Development?

A newly-built or redeveloped property in which Lynham Networks infrastructure has been installed and not yet utilised.

How Do I Know If It Applies to Me?

It will only apply to the first connection at each premises to Fibre backed internet. Lightning Broadband will confirm at the time of enquiry or signup if this fee applies at your property.

I Thought the Developer Had Already Paid This Fee?

The $300 NDF is a partial contribution to the cost of the infrastructure payable by the first resident. It is not to be confused with the fee a property developer pays directly to the Wholesale Network Provider, which is a separate partial contribution towards the infrastructure cost in the government policy.

I Need Assistance to Pay This Sum

We value all our customers and are committed to doing our utmost to ensure the best experience.

We are flexible when it comes to this fee. Unlike some other providers that require full upfront payment before service activation, we offer the option of splitting up this fee over three instalments to make your move and signup more manageable for you.

Where can I find my Customer Portal?

You can access you Customer Portal  using the Customer Login tab found at the top of the Lightning Broadband website. You can also follow this link here:

my.lightningbroadband.com.au

Can I change my Customer Portal password?

If you need to change your password you can do this from the Customer Portal login page. Selecting “Forgot Password” will start the process to change your password.

I cannot log in to my Customer Portal

From the Customer Portal login page you can select “Forgot password” and request a temporary password. If you require further assistance, you can email us at  help@lightningbroadband.com.au  or call our Team on [1800 477 333](tel: 1800 477 333).

What payment methods are available?

Credit or debit card details can be stored on your payment gateway and used to facilitate a monthly automated payment.

These details will be stored as a token in the payment gateway, and only the last four digits of your card number and expiry date will remain visible to us for security purposes.

If you prefer not to invoke automated payment, a card can also be used to actively make one-off payments each month through the Invoice area of your  Customer Portal.

How do I update my payment details?

If you wish to change your payment method, or update/add card information to your account, you can do so in your Customer Portal under Profile > Payment Information

How long is each billing cycle?

The standard billing cycle is 1 calendar month, or 30 days if subsequent months are shorter.

What date is my payment due?

You are billed on the same date each month. You can confirm your billing cycle under Subscriptions in your Customer Portal.

When is my payment processed?

If you have provided card details, an automatic attempt to process the monthly payment will be made at 8 am on the due date. If payment is unsuccessful, up to 3 more attempts will be made every 2 days until the transaction is complete. You will receive a payment confirmation and invoice per email when payment is successfully made.

How do I receive my invoice?

Your invoice is issued via email each month, and can also be viewed through the Invoices function in yourCustomer Portal.

What happens if I do not pay my bill?

We understand that sometimes life can get in the way, so we allow a grace period during which you will receive email reminders to make payment for your services. If after 10 days no payment has been received, your connection will be suspended.

What are my options if I can’t pay my bill?

We understand that things don’t always go as planned. If you do not think you can make the necessary payment and require assistance, please call our Customer Support Team on [1800 477 333](tel: 1800 477 333).

We will assess the circumstances and identify how best to proceed.  If you are worried about or are experiencing financial hardship, please refer to our policy here. Our Custom Support Team can provide assistance.

What should I do if I’m going to be away for an extended period?

If you are on a month-to-month contract, you can cancel at any time, at your convenience. When you return and require our services again, just give us a call on [1800 477 333](tel:1800 477 333) and we can connect you up again, as fast as the first time.

How do I cancel my service?

To cancel your service a written request must be submitted via your Customer Portal.

This needs to include the reason for cancellation, and the date you wish the cancellation to take effect. Your request will be processed by our accounts team who will provide confirmation once it has been arranged.

You can also email help@lightningbroadband.com.au with the above information. In order to authorise account information sharing and account modification requests, including cancellation, two-factor verification may be required.

What is the cancellation policy regarding notice?

In order to secure pro-rata billing for a non-contract service, a cancellation request is required before the billing cycle in which the termination date falls.

Are there any exit fees?

There are no separate or additional cancellation fees, but any remaining instalments on router purchases or New Development Fee payment plans will have to be paid in full when cancelling your services and will be due on the final invoice.

I am moving - can I stay connected with Lightning Broadband?

You can check the availability of Lightning Broadband at your new address by checking our online shopping portal. Alternatively, you can also give us a call at [1800 477 333](tel: 1800 477 333) and one of our team members will be happy to assist you.

Internet

How do I get connected?

Simply sign up online or call us on [1800 477 333](tel: 1800 477 333) and our Australia-based Customer Service Team will happily assist you.

We will create your account in our system and your own unique connection. Once payment is processed, you’ll be ready to connect. All that’s left to do is configure a router (ours or yours), plug it in and play!

How long does it take to connect?

10 minutes or less over the phone, or if you chose to  sign up online your request will be processed within 24 hours. The connection is instantaneous once payment is processed!

Do I need a technician to attend my property?

The vast majority of Lynham Network connected premises are already all set up and ready for you to connect your router. In rare occasions a technician is required to set up for your first connection but don’t worry – we will notify you as soon as possible if that is the case.

What plans are available?

All our plans are listedhere. They all offer unlimited data and Lightning fast speeds that are maintained, meaning you receive the speeds you sign up for at all times!

What internet speed is right for me?

Internet speed requirements are highly specific and individual, and no one size fits all can be applied. Down below you can find some guidelines to give you an idea of what might suit you best – but please rest assured we can adjust your plan along the way to suit your needs thanks to our no lock-in contracts!

Our Entry Level plan of 25/10 Mbps suits 1-2 users, where usage is largely recreational (mainly used for emails, news and browsing with occasional video streaming at Full HD).
Our Everyday Internet plan of 50/20 Mbps plan is suitable for 2-3 users with a similar use case as above and is advised as a minimum if streaming 4K video content.
Where significant cloud-based activities, video conferencing, and/or gaming is concerned, speeds of 500/50 Mbps and upwards are advised.
If you tend to download and upload big files such as videos, applications and data files, speeds of 750/50 Mbps are advised
If you are using your connection for time sensitive use cases such as minimizing time waited on files being sent/downloaded, speeds of 1000/100 Mbps and above are advised

These are just guidelines – to discuss your individual needs, and identify which plan is right for you, speak with one of our Customer Support Team members today on [1800 477 333](tel: 1800 477 333).

What internal hardware is required?

A router is required for a wireless connection, enabling multiple devices to connect.

I just signed up, but I cannot connect!

Initial Connection

If you’re connecting for the first time and need some help, please refer to our Router Setup FAQ.

If after following those steps you are still unable to connect, please refer to our troubleshooting guide down below.

Troubleshooting

1. Cable Functionality

You can test your cable by making a loop – plug one end into the WAN/Internet port, and the other end into any LAN port on the back of your router. An illuminating WAN and LAN light on your router would confirm a functional cable.

If the WAN light still does not illuminate, this may indicate that the wrong type of cable is in use, or the cable is faulty and will need replacing.

If you have a spare ethernet cable you can also try replacing the current one. If your current cable is faulty, by replacing it you should then get a WAN light, and the connection will be available.

2. Wall Port functionality

To test if your wall port is providing an internet connection, please connect your device directly to the wall port. This means the Ethernet cable is removed from your router and connected directly to your device’s Ethernet port.

Note this may not be possible if your device does not have an Ethernet port.

Please then continue to the below instructions, depending on your operating system, to set up a connection:

You will need your PPPoE credentials. These can be found in your  Customer Portal  by selecting Subscriptions > Fibre > Subscription Details.

For Windows:

Right click on the Internet/Wi-Fi icon on the bottom right of your screen and select ‘Open Network & Internet settings’ . (This can also be accessed by hitting the Windows key and typing ‘Network and Internet’ into the search bar if using Windows 8 or 10).
Select ‘Dial Up’ from the list of options on the menu on the left-hand side.
Select ‘Connect to the Internet’ on the first page.
Select ‘Broadband (PPPoE)’ and enter your connection credentials.
Click ‘Connect’

For Mac:

Click on the Apple Mac icon on the top left of your screen, and then on ‘System Preferences’
Click on Network Select the ‘+’ icon (on newer Mac OS versions this is a Action pop up menu, three dots with a down arrow)
Change the interface to PPPoE and change the Service Name to ‘Lightning Broadband’
Select ‘Lightning Broadband’ in the panel on the left
PPPoE Service Name = Lightning Broadband
Enter your PPPoE username & PPPoE password
Select ‘Remember Password’
Click ‘Connect’ If your connection is available, it is likely you have not been able to connect previously due to an issue with your cable or router – has your router been configured correctly? Please see our  Router Setup FAQ

If there is still no connection, please don’t hesitate to our support team at [1800 477 333](tel: 1800 477 333).

My internet stopped working!

Dropouts or losing your connection can happen for a number of reasons. This guide will help you identify what may be causing a service disruption.

Please review all information provided here and in our other troubleshooting articles and attempt to troubleshoot before requesting support, as you may be able to resolve the issue yourself.

If you have no connection

Do NOT factory reset your router – this will remove your connection-specific configuration and render the router unable to connect again until it is correctly restored. If you have already done so, please refer to our  Router Set Up FAQ  for instructions on how to reconfigure it.
Did you move your router? – only one of the wall ports in your unit will actively provide a connection, so if you have changed the wall port, please return the router to the initial port that was providing a connection previously.
Do power cycle your router, by that we mean turn it off and on again. If you are a fixed wireless customer, you can also do this with your POE injector (the small box your router is connected to).

WAN Light

WAN light is ON and blinking – this means there is a connection between the wall port and your router. Please ensure you are connected to the most appropriate Wi-Fi network, 5GHz if device is in close proximity, 2.4 GHz for greater distances.

If this does not resolve the issue, please access your router interface and re-enter your PPPoE/connection credentials. Please refer to our Router FAQ for configuration guidance.

Your WAN light is OFF– this means there is no connection between the incoming data point (either an ONU or a labelled wall port) and your router. If you are using the same port that was previously working, it is likely to be a fault with the cable.
No WAN Light – eero devices we sell do not have a WAN light. If you have a spare ethernet cable use it to replace the existing ethernet cable to determine if the cable is faulty

Is there an outage?

Outages And Service Disruptions

Find out more about how we manage outages when they happen (which is not very often!) and the communications you can expect if there is a possible effect on your service.

Is the Lightning Broadband Network monitored at all times?

Yes we monitor our network 24/7 and have a team of committed technicians who are dedicated to identifying rapid resolutions.

Will I be notified of planned service outages?

Yes. Occasionally our network may be affected by our own necessary maintenance, or third party works. We always notify all customers affected by planned maintenance or other foreseen circumstances in advance via email, providing timeframes where possible.

Where can I find details of unplanned outages?

If you think you have been affected by an unplanned outage you can check our  Status page  for an update on any ongoing issues. We endeavour to resolve issues immediately, but please be patient. Like the Status page, any customer affected by an outage will be informed and kept up to date on resolution or any updates on the outage generally. If you are having an issue and there doesn’t appear to be an outage, please contact us or check out or troubleshooting FAQ. If you wish to liaise directly with one of our Customer Support Team members, please call us on 1800 477 333, email us at  help@lightningbroadband.com.au  or contact us through your  Customer Portal.

Is there any compensation for unavailable services?

We try our very best to maintain services at all times but we’re sure you can appreciate the occasional irregularity can occur. If you have a business-grade service, please refer to the Service Level Agreement as to your entitlement.

How do I test if my wallport is working?

Port functionality

To test if your wall port is providing an internet connection, please connect your desktop or laptop directly to the incoming data point (either an ONU, which is a small, preinstalled black box or a labelled wall port). This means the ethernet cable is removed from your router and connected directly to your device’s ethernet port.

Note this may not be possible if your device does not have an ethernet port.

Turn off your Router
Unplug the ethernet cable from the WAN/Internet port on your router and plug it into your computer’s Ethernet port
Continue to below instructions, depending on your operating system:

You will need your PPPoE credentials. These can be found in your  Customer Portal.

For Windows:

Right click on the Internet/Wi-Fi icon on the bottom right of your screen and select ‘Open Network & Internet settings’ .(This can also be reached by hitting the Windows key and typing ‘Network and Internet’ into the search bar if using Windows 8 or 10).
Select ‘Dial Up’ from the list of options on the menu on the left-hand side.
Select ‘Connect to the Internet’ on the first page.
Select ‘Broadband (PPPoE)’ and enter your connection credentials.
Click ‘Connect’

For Mac:

Click on the Apple Mac icon on the top left of your screen, and then on ‘System Preferences’.
Click on Network Select the ‘+’ icon (on newer Mac OS versions this is a Action pop up menu, three dots with a down arrow)
Change the interface to PPPoE and change the Service Name to ‘Lightning Broadband’
Select ‘Lightning Broadband’ in the panel on the left
PPPoE Service Name = Lightning Broadband
Enter your PPPoE username & PPPoE password
Select ‘Remember Password’
Click ‘Connect’

If by doing this your connection is available and remains stable, it is likely due to an issue with your cable or router– is your router configured correctly? Please see our  Router Setup FAQ

If after doing this there is no connection or it continues to drop out whilst connected directly, there may be an issue with the wall port. Please contact Lightning broadband for assistance.

Why is my internet slow?

Troubleshooting Slow Speeds

If your broadband speed isn’t up to scratch, something’s not right. Let’s find out why and fix it pronto!

On the eero mobile app.

If you purchased an eero device from us you can run a test on the device itself. From the eero mobile app under Activity you can run a speedtest. This result will remove variables like distance from the router and environmental factors.

Correct Wi-Fi Network

First, please ensure you are connected to the most appropriate Wi-Fi network, 5GHz if device is in close proximity, 2.4 GHz for greater distances. Please note that 2.4GHz Wi-Fi networks tend to top out at around 50 Mbps so if you are on a higher plan it might be time to upgrade your router.

Isolated Speed Test

For an accurate speed test, please run an Isolated speed test per the instructions below.

*You will need an ethernet port in your device to run this test. If you do not have one, you can run a speed test over Wi-Fi (see below section for details), however please note the reading will not be as accurate as an isolated test and does not allow you to bypass your router as a potential bottleneck.

Turn off your Router
Unplug the Ethernet cable from the WAN/Internet port on your router and plug it into your computer’s Ethernet port
Continue to below instructions, depending on your operating system:

You will need your PPPoE credentials. These can be found in your  Customer Portal .

For Windows:

Right click on the Internet/Wi-Fi icon on the bottom right of your screen and select ‘Open Network & Internet settings’ . (This can also be reached by hitting the Windows key and typing ‘Network and Internet’ into the search bar if using Windows 8 or 10).
Select ‘Dial Up’ from the list of options on the menu on the left-hand side.
Select ‘Connect to the Internet’ on the first page.
Select ‘Broadband (PPPoE)’ and enter your connection credentials.
Click ‘Connect’

For Mac:

Click on the Apple Mac icon on the top left of your screen, and then on ‘System Preferences’.
Click on Network Select the ‘+’ icon (on newer MacOS this may be a three dot action menu).
Change the interface to PPPoE and change the Service Name to ‘Lightning Broadband’.
Select ‘Lightning Broadband’ in the panel on the left.
PPPoE Service Name = Lightning Broadband.
Enter your PPPoE username & PPPoE password.
Select ‘Remember Password’.
Click ‘Connect’ NEXT
Open your internet browser (Chrome, Safari, Edge, etc.)
Go to  this page  and click ‘Run Speedtest’ to test your speeds

> If you’re getting speeds within 5 Mbps of your plan speeds when connected to the wall port, the slow speeds you have experienced are likely to have been the result of your hardware. If your router is having a detrimental effect on your service, you may need to update its firmware or replace it. Refer to our Router FAQ for more information.

You can purchase a suitable router from Lightning Broadband – simply call us on 1800 477 333 and we will be happy to assist.

> If your speeds are significantly below what you should be receiving, please take a screenshot of the results and provide them in a support request, which can be lodged directly through your  Customer Portal; or email us at help@lightningbroadband.com.au and we will investigate.

How can I run a speedtest?

Isolated Speed Test

For an accurate speed test, please run an Isolated speed test per the instructions below.

Turn off your Router
Unplug the Ethernet cable from the WAN/Internet port on your router and plug it into your computer’s Ethernet port
Continue to below instructions, depending on your operating system:

You will need your PPPoE credentials. These can be found in your  Customer Portal  by selecting Subscriptions > Fibre > Subscription Details.

For Windows:

Select ‘Dial Up’ from the list of options on the menu on the left-hand side.
Select ‘Connect to the Internet’ on the first page.
Select ‘Broadband (PPPoE)’ and enter your connection credentials.
Click ‘Connect’

For Mac:

Click on the Apple Mac icon on the top left of your screen, and then on ‘System Preferences’.
Click on Network Select the ‘+’ icon (on newer MacOS this may be a three dot action menu)
Change the interface to PPPoE and change the Service Name to ‘Lightning Broadband’.
Select ‘Lightning Broadband’ in the panel on the left.
PPPoE Service Name = Lightning Broadband.
Enter your PPPoE username & PPPoE password.
Select ‘Remember Password’.
Click ‘Connect’

Open your internet browser (Chrome, Safari, Edge, etc.)
Go to  this page  and click ‘Go’ to test your speeds

You can purchase a suitable router from Lightning Broadband – simply call us on 1800 477 333 and we will be happy to assist.

Speed test over Wi-Fi

If your device does not have an ethernet port, a speed test run over Wi-Fi will give you an idea of your speeds or can provide a comparison following an isolated speed test to help confirm the root cause as hardware.

Please remove all devices from your Wi-Fi other than the one you are using to run the test, and then  click here and click ‘Run Speedtest’ to test your speeds.

It is worth noting that speed can be affected by hardware and therefore running a speed test over Wi-Fi will not provide a true measure of the actual service speeds provided to the wall port, only an indication.

My internet keeps dropping out!

Dropouts can happen for a number of reasons. This guide will help you identify what may be causing a service disruption.

Cable Functionality

A old or malfunctioning cable could cause the internet connection to drop out. If you have a spare Ethernet cable you can also try replacing the current one. If this was the cause then the issue should be resolved.

Router Firmware

Sometimes when router manufacturers publish a new firmware update for your router, the old version can cause your Wi-Fi connection to drop out intermittently. Updating the Firmware on the router would help if out of date Firmware is the cause of the issue.

What support is available if I cannot identify the cause of my connection issues?

Please first follow the troubleshooting instructions above. This may well assist you in resolving your issue directly. If you are unable to resolve the issue yourself having completed all troubleshooting steps and require our assistance, there are a range of ways to request support:You can lodge a support ticket through your  Customer Portal, or by emailing us at  help@lightningbroadband.com.au. Alternatively, you can call our Customer Support Team on 1800 477 333.

Our Customer Support Team monitor the support system closely and are on hand to assess and resolve queries with efficiency. We troubleshoot with the goal of resolution and will escalate where required to ensure a solution is identified.

What is Wi-Fi?

Wi-Fi is a wireless networking technology that enables multiple devices to connect to the internet, using radio waves transmitted by the router.

Where can I find my Wi-Fi password?

The default password for your router network can be found on the back or bottom of the router itself.

How can I change my Wi-Fi password?

How do I change my Wi-Fi password?

To change the password for your Wi-Fi network from the original one on the bottom of your device, you will need to log in to the router interface.The IP address for the interface should also be located on the bottom of the device, for example 192.168.20.1, which you would need to enter into the address bar of your browser. Both the username and password to access this site is likely to be admin. If you’re struggling to log in to your router, please refer to our  Router setup guides further down the page.
You can then change your password – but please remember to write the new password down and stick it to the bottom of the device so you don’t forget it!

Which Wi-Fi should I connect to?

Wi-Fi Frequencies: Should I connect to 2.4 GHz, 5.0 GHz or 6GHz?

A 2.4GHz Wi-Fi network will provide better coverage but less speed, while a 5.0 GHz Wi-Fi will provide better speed but can be negatively affected by distance from the router and physical barriers, such as walls!

We therefore recommend you use the 5.0 GHz network where possible as it allows devices to send and receive data faster and will provide a better experience. But if the two factors mentioned above may be having an impact on your connection, try the 2.4 GHz instead.

Very new, high-end routers also have a 6GHz network available, however not many devices nowadays support this standard yet. As it uses double the bandwidth, but has the same top speeds as 5GHz, it might be worth to make use of this band where possible to reduce/avoid congestion. The reality is that your router and/or devices most likely don’t support this technology yet, but if you did splash out for the latest and greatest in technology it is worth making use of!

It is also worth noting the strongest and most reliable connection will always be achieved through an ethernet cable. Wherever possible, try connecting more static devices such as a Smart TV or Desktop PC via cable to any of the router LAN/ethernet ports.

My Wi-Fi is unstable or slow, how can I fix this?

First, check if you are experiencing the same issue across all your devices.
If you are experiencing the issue across multiple devices, next ensure they are connected to the appropriate network frequency, which may vary between devices (see above section on suitable frequencies).
If only one device is affected, it is unlikely to be the result of your Wi-Fi network, or connection, and more likely a hardware issue.
You can also check the router manufacturer website for a router firmware upgrade.
Confirm it is not an issue with your service by connecting your device directly to the wall port and testing for a connection – follow the port functionality test, the instructions for which are provided in How do I test if my wallport is working above.
If you wish to purchase a new router from Lightning Broadband, please contact our Customer Support Team on 1800 477 333. We are also available to assist with further investigation if you are not able to identify the cause of the issue or are not receiving service at the wall port.

Routers and Set up Guides

What is a router?

A router is a device that connects to the wall port in order to provide you with your internet connection, allowing multiple devices to connect wirelessly via Wi-Fi (refer to our  Wi-Fi FAQ to learn more), or physically using an ethernet/LAN cable.

What router does Lightning Broadband supply?

Lightning broadband is currently selling the eero 7. We previously sold eero 6+, Netcomm NF20s and NF18s.

If you purchase one or more routers from us , we provide a preconfigured router (set up and ready to go), troubleshooting from our Australia-based support team, and a minimum 1-year warranty depending on the current model.

The devices we provide are not locked to our service, which means you can reuse it with other providers in the future.

If you wish to use a VoIP service straight away or further down the line, please advise us accordingly before we sent off a router to you so we can ensure VoIP compatibility.

Keeping your router up to date

For optimal performance, It’s important to make sure routers are up to date.

If you purchased an eero 7 or 6+ from us, their is an option to get automatic updates via the mobile app. You can check that the device is up to date from Settings on the mobile app.

For Netcomm devices we use the manufacturers firmware so best to check their website to make sure your device(s) are up to date.

The latest Firmware version can be checked using the links below;

NF18 Mesh

NF20 Mesh

There are instructions on the site on how to update the Firmware, there are also instructions as part of the firmware download too.

Want it installed by one of our friendly technicians?

Our routers come pre-configured and the installation is often as simple as plug and play. If you would still prefer a technician to do the installation for you, please contact our Customer support team at [1800 477 333](tel: 1800 477 333) and we can book a technician for you. Please be advised this will incur call-out fees and is only available to our Melbourne-based customers.

What type of router is compatible with Lightning Broadband services?

Any router that supports PPPoE connections over a WAN/Internet port on the back (most NBN compatible routers) can be used with Lightning Broadband services. An ethernet cable is required to connect your router to the active Lightning Broadband wall port or preinstalled ONU (small, preinstalled black box).

If you are purchasing a router, we advise to at least get a dual band Wi-Fi (2.4 & 5 GHz Wi-Fi) with a WAN/Internet port able to process 1 Gbps speeds. Nowadays even triple band Wi-Fi routers are available supporting 6GHz bands, however these are not necessary for most residential grade use cases. If you are interested in further details, please contact our support team at 1800 477 333 or through your customer portal.

Can I use my own router?

Yes, you are more than welcome to use your own router. To be compatible with our services it needs to support a PPPoE connection over a WAN/Internet port and cannot be locked to another provider’s service. If you choose to use your own hardware it is your responsibility to configure the device. We will of course provide you with your unique connection (PPPoE) credentials, and basic instructions that may help guide the process. Check out our Router Setup FAQ for further general instructions on how to configure a router.

Can I use a router from another provider?

Potentially yes, however some providers will lock the hardware so it only works with their services. On other occasions the router may be unlocked but lacks support for PPPoE connections or WAN ports. In both cases your router will unfortunately be incompatible with our services.

The best way to confirm this is to get in touch with the provider directly and ask as they will have all the relevant information at hand.

I have purchased a new router and need my connection/PPPoE credentials to configure it, where can I find these?

Your specific connection credentials were provided in the ‘Activation complete – Router Complete!’ email sent out on payment completion. They can also be found in your Customer Portal  by selecting Subscriptions > Fibre > Subscription Details.

Can my router affect my speeds?

Yes, your internet speed can be affected by the processing power of your router, or the Wi-Fi range provided by it. You may also want to check your router manufacturer’s website for firmware updates, instructions for updating your firmware should be in the router manual.

I have factory reset my router, what should I do?

By factory resetting your router you will have removed the configuration that enables the router to receive your internet connection. Please refer to our  Router Set Up FAQ  for instructions on how to reconfigure it.

Router Set Up

You can bring your own router to get connected to our service! To do so, configuration is required. We have many customised set up guides for specific router models available that you can find here. If your router is not on the list, please refer to our general guide down below.

When using your own router, first ensure:

It is not locked to another provider’s service
It supports PPPoE connections over a WAN/Internet port

If you are using a router that has been used with another service previously, we recommend you Factory Reset the router you want to use in order to remove any existing configuration. This can usually be done by inserting a pin or something similar into the factory reset button in the back of the router.

Along with the following guidance, we suggest you look up your router’s model number on Google to find more information. You may well be able to find a specific user manual, screenshots of the process and the default username and password for the router interface page.
Plug your router in with a power cable and press the power button. Connect the router’s WAN/Internet port to the designated Lightning Broadband ONU (small, pre-installed black box) or wall port (there should be a sticker to indicate the correct port) using an ethernet cable.

You must have an ethernet cable (not a phone cable) – you can easily check this if you have an ADSL or telephone port, as the cable should not fit.

Now you need to connect the device you intend to use to configure the router, to the Wi-Fi network of your router. The network name and password can be found on the bottom or back of the device.

Your device may display “Connected, no internet” or similar – this is perfectly fine for now as we have only connected to the router, now it’s time to connect the router to the internet.

A laptop or PC are the best devices to use, a tablet can also be used but may be less convenient. Configuration via mobile phone is only recommended if there is an App provided by the router manufacturer.

The first step is to look at the label on bottom or back of your router, as it should have all the information required to connect the Wi-Fi as well as logging into the configuration page of the router.

Once connected, open a web browser window (e.g. Google Chrome, Safari, Firefox etc.), and enter the relevant IP address* in the search bar (where you would usually type a web address) .

\* The IP address and details to log in to the configuration page can also be found on the bottom of the device. We have also listed the most common below.

**192.168.1.1 or 192.168.0.1 are the most common router IP addresses.
Asus: 192.168.1.1
D-Link: 192.168.0.1 or  http://dlinkrouter .local or 192.168.1.1
Fritzbox: 192.168.178.1
Huawei: 192.168.1.1
Netcomm: 192.168.20.1
Netgear: 192.168.1.1 or 192.168.0.1 or  http://www.routerlogin.com
Sagemcom F@st: 192.168.0.1 or 192.168.1.1 or 10.1.1.1
Technicolor: 192.168.1.254
TP-Link: 192.168.1.1 or  http://tplinkwifi.net

If this does not work, try a wired connection to the router (connect an Ethernet cable to an ethernet port in your device, and to one of the available LAN/ethernet ports (not WAN/Internet) on your router. Some routers might require a wired connection for setup, but for most a Wi-Fi connection will work.

The router interface/webpage will require a username and password – the most common username is admin and the most common password is also admin . At times, you will find customised sets of username and password on the label of router which will differ from your Wi-Fi name and password.
Now you need to set up a new connection/configure your router.

Some routers may provide a wizard function to assist with this, but not all.

Service type is likely to be Internet, WAN, or Ethernet WAN
Connection type is PPPoE or PPP over Ethernet(NOT Dynamic/Static etc.)

You will then have to enter your specific connection credentials/PPPoE username and password.

These will have been provided in the ‘ Activation complete- Router Configuration‘ email sent out on payment completion. They can also be found in your  Customer Portal by selecting Subscriptions > Fibre > Subscription Details.

Be sure to copy paste your credentials as they must be exact, or the connection will fail.

Time to connect and get lightning-fast, symmetrical speeds!

An introduction to the eero 7

The eero 7 is a mesh Wi-Fi system designed to connect to your Lynham Networks incoming data point, delivering fast, reliable, and consistent Wi-Fi. With eero’s TrueMesh technology, you can link multiple eero units to form a mesh network that offers comprehensive and adaptable Wi-Fi coverage throughout your home, unlike traditional systems that rely on boosters to enhance signal strength.

In addition to providing robust connectivity, eero devices offer smart home management capabilities (account linking required) and come with advanced encryption and security protocols. Whether you’re working, studying, or enjoying entertainment at home, eero ensures a seamless connection while maintaining online safety and security.

The eero 7 utilizes seventh-generation Wi-Fi technology, delivering high-performance speeds of up to one gigabit (if your internet plan supports it) without the high cost. It also offers access to the 160 MHz radio channel for enhanced Wi-Fi bandwidth—essentially translating to faster connectivity. With the eero 7, there’s ample bandwidth for the whole household to work, stream, and video chat simultaneously.

Key features of the eero 7 include:

Wi-Fi 7 coverage of up to 190 square meters, suitable for most 1-2-bedroom homes
Smart technology to minimize drop-offs and ensure fast, reliable Wi-Fi
Entertainment-ready Wi-Fi for downloading 4K content, streaming music, and playing online games
Smart home hub functionality for controlling Thread and Zigbee devices (account linking required)
Easy setup through a simple app with guided instructions for connecting devices and establishing a wireless mesh network
Support for over 120 connected devices at once
Expandable system with cross-compatible hardware (using eero devices of the same generation is recommended for optimal performance)
Regular software updates to maintain network security and data protection

eero - network setup made easy

Step 1: Download the eero App

Get the free eero Wi-Fi system app from the App Store or Google Play Store.

Step 2: Create an eero Account

Step 3: Connect Your eero device

Connect your eero device to your incoming data point (either a labelled wallport or an optical network unit) using an Ethernet cable plugged into one of the eero’s Ethernet ports.
Plug the eero into power. The eero devices’ LED will flash white to show it’s starting up.

Step 4: Set Up Your eero Network

Open the eero app and tap “Next.” The app will search for your eero device. The eero will flash blue and then show a solid blue light when detected.
In the app, choose a location for your eero device and enter your preferred Wi-Fi name and password. This will allow other devices to connect to your network. Tap “Next” to finish the setup.

Step 5: Expand Your Network

When adding more eero devices, follow these placement tips:
Place the new eero between any dead spots and an existing eero to ensure strong coverage.
Avoid placing eero devices inside media consoles, cabinets, or behind large furniture.
Keep eero devices away from metal objects and electronics that could block Wi-Fi signals.

With your eero network up and running, you’re all set to enjoy streaming music, reading, gaming, and more online activities!

eero - Firmware update

You can receive regular software updates through the eero mobile app, providing the latest enhancements for your eero Wi-Fi. Security updates are guaranteed for at least five years after the device is last available for purchase on the eero websites. After this period, eero will continue to offer security updates for as long as possible, considering technical and other limitations.

To start a software update when available, follow these steps:

Open the Settings tab.
Tap Software Updates.
Select Install Now.
Review the update information, then tap Yes, update now if you wish to proceed.

You can also choose your preferred time for updates, with the default set to 2 AM local time.

eero - Guest Network Access

A guest network offers a simple way to share your home Wi-Fi with family and friends while keeping your network secure. You can turn the guest network on or off at any time through the eero app.

To set up a guest network:

Go to the Settings tab.
Select Guest Access from the options.
Switch Guest Access to On.
Choose either Share QR Code or Share Wi-Fi Details to allow guests to connect easily.

eero - individual profiles for each network user

You can manage custom schedules, control internet access, and apply content filters by setting up profiles in the eero mobile app.

To create a profile:

Go to the Home tab and tap the + icon in the upper right corner.
Choose “Add a Profile” from the menu that appears.
Enter a name for the profile.
Select the devices you want to include in this profile.
Tap “Done” to save your profile.

To schedule pauses for your Wi-Fi network for specific profiles or devices:

Navigate to the Home tab and select the profile or device you want to schedule.
Tap “Add a Scheduled Pause.”
Configure the schedule by setting the name, start time, end time, and frequency, then tap “Save.”

eero - Light colour indicator

There is an LED status light on the front of your eero. When the system is working correctly, the light will be solid blue (unless you’ve disabled it). If the LED shows a different color or starts blinking/flashing, please refer to the list below for more information:

eero - LED management

You can manage your eero’s LED lights through the eero app to fit your preferences. To adjust the LED light settings:

Go to the Home tab and tap the Online bubble at the top.
Choose the eero device you want to modify and select LED Light.
Toggle the LED light to your preferred setting—either on or off.
Tap the back arrow to save your changes.

eero - Monitor Data Usage

To monitor data usage on your eero 6+ network:

Go to the Activity tab.
Select Downloaded Data to view overall Wi-Fi data usage.
Tap Show Live Usage for real-time data usage, where you can see a breakdown by profile and device, organized by day, week, and month.

eero - Speed tests made easy

The speed test measures the upload and download speeds of your eero device.

To perform a speed test:

Go to the Activity tab.
Select a tile in the Internet section.
Tap Run Speed Test.

eero - resetting your device

If you want to reset your eero router it is important to identify the why.

Resetting your eero for troubleshooting should be your last resort, as this will delete all of your previous settings including Wi-Fi name and password, your eero Secure data and settings and more. This means you will have to walk through the eero set up.

If you still want to reset your eero, please hold the reset button located on the bottom of the device until the light on the front starts flashing red. Ensure the device has been powered on for at least a full minute before doing so.

Your eero is now ready to be reconfigured.

eero - smart home made easy

To connect your smart home devices to your eero network, you’ll first need to link your eero account with your Amazon account. If you didn’t do this during setup, you can link them by:

Opening the eero app.
Going to the Discover tab.
Selecting Amazon Connected Home.
Tapping “Connect to Amazon” and signing in with your Amazon account.

Once your accounts are linked, your compatible devices will automatically join the network as soon as they’re plugged in and will stay connected even in the case of a Wi-Fi name or password change.

An introduction to eero Secure

When you buy an eero device from Lightning Broadband, we’ll include a complimentary subscription to eero Secure for use with your Lightning Broadband internet service.

eero Secure enhances your eero device by providing features that help protect your connected devices, manage and block content, and offer network insights. The eero Secure features include:

Feature Description

eero Internet Backup

Keep your network running by connecting to an alternate internet data hotspot during an outage.

Advanced Security

Provides robust protection against online threats for all devices on your network.

Block Ads

Removes ads from websites and apps to create a cleaner browsing experience.

Block / Allow Websites

Control access to specific websites and apps by blocking or allowing them on your network or individual devices.

Block Apps

Block popular apps per user profile.

SafeSearch

Ensures that Google search results are appropriate for all users.

eero Secure – internet backup

eero Secures Internet backup lets users add alternate wireless connections, such as a personal hotspot, to ensure continuous Wi-Fi service during an Lynham Networks or optical network unit outage. If your internet connection fails, you can temporarily switch your eero network to the backup source, keeping Wi-Fi active throughout your home and maintaining connectivity for your devices.

To set up Internet backup:

In the eero mobile app, go to the Home tab, tap Internet, and select eero Internet Backup.
Turn on eero Internet Backup.
Tap Add a Network.
Choose your network from the list and enter the password.

eero Secure – advanced security for your home network

eero Secure advanced security feature helps safeguard your family by blocking access to harmful sites that could compromise your devices.

To activate advanced security:

Go to the Discover tab and select eero Secure.
Scroll down to the Network section.
Switch Advanced Security to the on position.

eero Secure – built-in adblocker

The eero Secure ad blocking feature enhances your browsing experience by blocking a vierty of ads on your devices.

To enable ad blocking:

Go to the Discover tab and select eero Secure.
Scroll down to the Network section.
Turn on Ad Blocking.

eero Secure – blocking unwanted websites

The eero Secure Block/Allow feature allows users to control which websites can be accessed on their network, helping to prevent access to inappropriate content.

To block websites:

In the Home tab, select the profile you want to manage.
Tap Block Allow Sites.
Select Add Blocked Site.
Enter the URL of the site you want to block.
Confirm by tapping Done.

eero Secure – blocking unwanted applications

eero Secure allows users to block access to certain apps and permit access to apps that might be restricted by content filters.

To block apps:

From the Home tab, select the profile you want to modify.
Tap Block Apps.
Choose the apps you wish to block.
Confirm your choices by tapping Done.

SafeSearch with eero - an Introduction

eero Secures content filters enable users to apply pre-set filters based on age ranges or customize filters by category, such as adult content, illegal or criminal content, violence, social media, streaming, chat or messaging, games, shopping, SafeSearch, and YouTube Restricted Mode.

To set up content filters:

From the Home tab, select the profile you want to filter.
Tap Content Filters.
Choose the filter template you want and tap Apply.

Asus General configuration manual

Connect the Ethernet cable (Yellow/White) from the Wall port / Little black box (with Lightning broadband sticker) into the WAN port of your router.
Connect your laptop to the Asus Wi-Fi of your router.
The connection will state ‘’Connected without internet’’. This is good and what it’s

supposed to say!

Open your internet browser. Type in 192.168.1.1 to bring up the configuration page of the

router or use the website provided on the back of your router.

Select WAN at the bottom left corner > Internet connection at the top.
Under Basic configurations choose PPPoE as your connection type.
Username > Please fill in your Lightning broadband -PPPoE username.
Password > Please fill in your Lightning broadband -PPPoE password.

You can find your PPPoE credentials in your customer portal or in the

‘’Let’s get you connected’’ email.

Please click Save / Apply. Your router should now be connected to the internet

ASUS RT- AX configuration manual

Connect the Ethernet cable (Yellow/White) from the Wall port / Little black box (with Lightning broadband sticker) into the WAN port of your router.
Connect your laptop to the Asus Wi-Fi of your router.
The connection will state ‘’Connected without internet’’. This is good and what it’s supposed to say! Open your internet browser. Type in 192.168.1.1 to bring up the configuration page of the router or use the website provided on the back of your router.
Click on advanced settings > Choose operation mode (wireless router mode) > Wireless operation mode
For the connection type, select PPPoE
Username > Please fill in your Lightning broadband -PPPoE username.
Password > Please fill in your Lightning broadband -PPPoE password. You can find your PPPoE credentials in your customer portal or in the‘’Let’s get you connected’’ email.
You can now change your network name and the password to your own liking. Please separate 2.4Ghz and 5Ghz
Update the firmware if needed.
Your router should now be connected to the internet

ASUS DSL-AC55U Wireless AC 1200 configuration manual

Connect the Ethernet cable (normally Yellow) from the Wall port / Little box (with Lightning broadband sticker) toward yellow colour (WAN / Internet port) of the ASUS router.
Connect your laptop to the router LAN port with another ethernet cable. Or connect your laptop to the Wi-Fi of your router. E-WAN light should lit up if you are connecting to the correct wall port.
Open your internet browser. Type in 192.168.1.1 to bring up the configuration page of the router.
Please go to > WAN > Internet connection
WAN Connection > PPPoE
IP version > IPv4
Enable UPnP > No
Username > Please fill in your Lightning broadband -PPPoE username.
Password > Please fill in your Lightning broadband -PPPoE password

Belong configuration manual

Connect the Ethernet cable (Yellow/White) from the Wall port / Little black box (with Lightning broadband sticker) into the WAN port of your router.
Connect your laptop to the TP-link Wi-Fi.
The connection will state ‘’Connected without internet’’. This is good and what it’s supposed to say!
Open your internet browser. Type in 10.0.0.138 to bring up the configuration page of the router
Log into the router with the following credentials :

Username: admin

password: Belong

In the menu, click on the Broadband icon
Scroll to PPP credential setting and enter the PPPoE username and password.

(you can find you PPPoE credentials in your customer portal > broadband > service options > router configuration)

You are now connected

D-Link 825 configuration manual

Connect the Ethernet cable (Yellow/White) from the Wall port / Little black box (with Lightning broadband sticker) into the WAN port of your router.
Connect your laptop to the Asus Wi-Fi of your router.
The connection will state ‘’Connected without internet’’. This is good and what it’s supposed to say!
Open your internet browser. Type in 192.168.0.1 to bring up the configuration page of the router or use the website provided on the back of your router.
Log into the router with ‘’admin’’ for the password and username.
Click the internet tab > Setup > internet connection setup wizard.
Change the router log in credentials from admin – admin into something more secure.
Choose the time zone (+10 hours Melbourne, Sydney, Canberra)
choose PPPoE as your connection type.
Username > Please fill in your Lightning broadband -PPPoE username.
Password > Please fill in your Lightning broadband -PPPoE password.

You can find your PPPoE credentials in your customer portal or in the‘’Let’s get you

connected’’ email.

Please click Save / Apply. Your router should now be connected to the internet.

D-Link DSL-2878 configuration manual

LEDs:

If wall port is connected correctly to the WAN port and router is not configured yet, Internet light should be “Solid Red” or “Blinking green”. As long as it is not “Off” completely. You can check wall port status by connecting cable from wall port to LAN port, and “Ethernet light” should be blinking 2. For this router, The Setup Wizard can be used with the below settings;

WAN Access Type : Ethernet

VLAN ID: 0

Choose PPPoE for connection type. Please ensure spelling is correct when filling in PPPoE username and password.

Google Nest Wifi configuration manual

Connect the Ethernet cable (Yellow/White) from the Wall port / Little black box (with Lightning broadband sticker) into the WAN port (World symbol) of your google nest.
Plug the power adapter into the Google Nest router. Wait for the light to pulse white, indicating it’s powered on and ready for setup.
Download and open the Google Home app on your phone or tablet. Ensure Mobile Data and Bluetooth are ON. Log in with your Google account or create a new one.
Tap add + > Set up device > ‘New devices’, >‘Set up new devices in your home’
Scan the QR code or enter the setup key from the bottom of the Google Nest Router. Once done, you should be connected to the router’s Wi-Fi.
When prompted to configure the connection type, select ‘WAN’ and then ‘PPPoE’. Enter he username into ‘Account Name’ and the password provided in your email from More.
You’ll return to the Home page. Click Next, and you’ll be asked to create a Wi-Fi name.
Give your Wi-Fi network a secure name and password. This password will be needed later when connecting your devices to the Wi-Fi.
The router will create the Wifi network. This should only take a few minutes.
If you’d like to add another Wi-Fi device, tap ‘Yes’ in the app to continue now.

Alternatively, you can add extra devices later through the Add + > Set up device menu in Google Home.

Huawei HG65 configuration manual

Make sure to FACTORY RESET your router (while ON, press the reset button for 15 seconds).

Once reset, connect to the Wi-Fi of your router. 2. In a Browser open the following address; http://192.168.1.1 or 192.168.3.1 and 3. Use the Username and Password to login in.

username: user

password: HuaweiUser

admin username: !!Huawei

admin password: @HuaweiHgw 4. Click on the Wizard to configure an Internet connection. 5. Once the wizard is started, it will show several options, for Lightning Broadband connection we have to select the second option “Connect with user account: A user account is required for PPPoE connections”. These details were sent in an email called Let’s Get You Connected. For Security measure the router doesn’t let to paste the password, so it must be typed. Once we have the customer’s details typed in the router, click next and it will connect to internet after that.

Netcomm NF18 Mesh configuration manual

– Make sure you have your PPPoE Username & Password ready to be copied and pasted.

– Plug in with power cable and turn on. Connect your computer to the wi-fi of the router.

– Enter the following into your web browser: 192.168.20.1

Step 1

– Username and Password both ‘admin’ > [Login] (If admin/admin doesn’t work, look for alternate logincredentials on the back of the router

Step 2

– Select [no, skip to main menu] then go to Step 3

Step 3

– On the left-hand side menu, click on Internet

– Create a new connection, and copy and paste PPPoE Username and Password from your customer portal under Broadband > Service Options > Router Configuration, then [Apply]

– The PPPoE Username and Password can also be found in the email titled ‘Application complete – Router Configuration’

Netcomm NF20 Mesh configuration manual

Connect your router to the power socket.
Connect your ethernet cable to the WAN port of your router and to the Lightning Broadband dedicated socket on the wall/ONT.
Turn on the router via the Power button on the left side of the router.
Connect your Laptop to the routers WiFi ( you can find the name and password on the bottom of the router)
At this stage your computer will tell you that it has no internet connection which is fine. We just need to be connected to the WiFi itself.
Open any web browser (Safari, Google Chrome, Microsoft Edge etc.) and enter 192.168.20.1 into the URL bar. Hit enter.
Use the Username “admin”. The password will be on the bottom of your router named “Device access”.
Click on Basic Setup.
Select Ethernet WAN and click next
Select PPP Over Ethernet (PPPoE) and click next
Select no VLAN Tag and click next.
Enter your PPPoE credentials that can be found in your customer portal under Broadband ->Service Options -> Router Configuration
Click Apply/Save

Congratulations! Your router is now fully setup. Should you have any difficulties or questions please do not hesitate to reach out to us.

Optimising your Network Bands

This isn’t a requirement but can be a way to avoid disconnections as devices move between Network Bands

When on the admin page;

Click on Wi-Fi and then on 2.4Ghz. Add 2.4Ghz at the end of the WiFi name and click Apply
Click on Wi-Fi and then on 5Ghz. Add 5Ghz at the end of the WiFi name and click Apply

Netgear General configuration manual - Netgear Genie

Please connect the Ethernet cable (normally Yellow) from the Wall port / Little box (with Lightning broadband sticker) toward yellow colour (WAN port) of the Netgear router.
Please connect your laptop to the router LAN port (yellow colour) with another ethernet cable.
Open your internet browser. Type in 192.168.1.1 to bring up the configuration page of the router.

Default username: admin

Default password: password 04. Internet Connection Setup – BASIC Setup 05. Go to Basic -> Internet page 06. Please select yes for “Do your internet connection require a login?” 07. Please select PPPoE for “Internet Service Provider”. 08. Please fill in your PPPoE Username provided by LBB under “Login” 09. Please fill in your PPPoE password provided by LBB under Password. 10. Under “Connection mode”, please choose “Always On”. Please leave the other settings as default.

Additional steps: 11. If your router is still not connected to the internet after completed the steps on basic setup, please click on “ADVANCED” tab. 12. Under “Setup” select ”WAN Setup” 13. Under WAN Preference select “Must use Ethernet WAN”. Leave the rest of the parameters as default value. 14. Click “Apply”, your Netgear router will reboot itself.Once the router is rebooted, please repeat the steps 1-13

Netgear General configuration manual – Nighthawk App

Connect the NETGEAR router to the standard wallplate/ Black box (ONT). We recommend powering OFF the router prior to connecting them together.
Power on the NETGEAR router. Ensure the WAN light is green on the router. The internet light will be off or red on the router.
Launch the Nighthawk mobile app on your mobile phone or iPad. If a log-in appears, this uses the NETGEAR account profile username and log in information here that you may have already created on NETGEARS web site.
Select New System Setup.
Select Your Product. Wi-Fi Router for any Nighthawk R, RAX, RAXE or XR series router or Nighthawk MESH System for any MK series models.
Scan the QR code or select Connect Manually. For scan QR code, point your mobile devices camera at the QR sticker that is attached to the top or front facing surface of the NETGEAR router.
Continue with the Nighthawk app prompts to continue it’s setup progress.
On the Router Detected page, the app will display it is checking the Cables and Internet connection and service.

The Checking Internet will fail and report a problem. If there is a Try Again button seen displayed, select Try Again button. The check will fail and then present a Advanced Setup button. Select the Advanced Setup button 09. This will display Advanced Network Setup with two configuration options, Static IP and PPPoE. Click and select the PPPoE option. 10. Fill out your PPPoE credentials that you can find in you customer portal. Customer portal > Broadband > Service options > Router configuration. Once both fields are filled in, press apply. 11. Continue and complete the Nighthawk mobile app setup wizard. After the setup wizard completes, check for internet services with your mobile Wi-Fi or wired PC device

Telstra Smart Gen 2 configuration manual

Beforehand, make sure you have removed the SIM card from your router (at the back, in the SIM slot), and perform a factory reset (router ON, press the RESET button at the back for 10 seconds).

Connect the Ethernet cable (Yellow/White) from the Wall port / Little black box into the WAN port of your router.
With a laptop or smartphone connect to the wifi of your router. Open a web browser and type 192.168.0.1 into the address bar and press enter. The username should be “admin” and the password “Telstra” if not changed previously.
In the menu, Click on the Broadband icon
Under PPP Credential Setting, enter your PPPoE Username & Password as provided under Connection Credentials, in the email “Activation Complete- Router Configuration”, then click save.
You should now be connected to the internet.

As an additional step we recommend disabling a feature called Band Steering to ensure your wifi is set to the optimal setting. Band Steering can be disabled under Wifi. Please give a different name to each SSID too. Easiest thing to do is add “5ghz” to the end of the 5Ghz SSID so it can easy be differentiated.

Telstra Smart Gen 3 router configuration manual

Before starting;

i) make sure you have removed the SIM card from your router (at the back, in the SIM slot),

ii) perform a factory reset (router ON, press the RESET button at the back for 10 seconds)

With a laptop or smartphone, connect to the wifi of your router. Open a web browser and type 192.168.0.1 and press enter. The Modem login screen below should load. The Password should be on the router.
Click Internet Access from the list of Modem features.
Under PPP Connection, enter your PPPoE Username & Password as provided under Connection Credentials, in the email “Activation Complete – Router Configuration”, then click SAVE.
Press close to close the window and return to the main menu on the router. You should now see a green icon stating that “Your Broadband service is working normally” and your internet should be working.

Optimising your Wifi

To make sure you have the best control over your wifi we recommend enabling both the 2.4Ghz and 5Ghz bands on your Wi-Fi. Devices that are close to the router can be connected to the 5Ghz Band for the best speeds.

In the admin page Click Wi-Fi from the list of Modem features.
In Wi-fi click Home and the set split to ON.

TP Link General configuration manual

Ensure that you reset your router if used before
Connect your router’s WAN port to the wallport/ONU in your apartment with an ethernet cable.
Connect to the Wifi from the router. It may say “Connected, no internet” but that’s okay for now.
We will need to access the router administration page. Check the router itself for the default gateway details if needed. The router should prompt you to create an admin password. Once signed in it should direct to Quick Setup. If it doesn’t, it should be possible to select Quick Setup from the top left.
Please choose your time zone accordingly then click Next.
On the Connection type page that should open next choose PPPoE option and click on Next.

Many TP-Link routers have a slightly different interface from the above. The steps will continue showing the same interface but there is more in the “Operation mode” section further below.

Please insert your PPPoE login credentials provided by Lightning Broadband.
Please click Next and choose your preferred Wireless settings or you may leave them as default and complete the installation wizard.

Optimising your Wi-fi Settings

To make sure you have the best control over your wifi we recommend enabling both the 2.4Ghz and 5Ghz bands on your wifi. Devices that are close to the router can be connected to the 5Ghz Band for the best speeds. Further we recommend changing the name of the SSIDs so each band has a separate name.

On TP-LINK routers there is a feature called “Band Steering” that will need to be turned off to enable the separate band. If you don’t see a Band Steering option, you may see an option to enable the 2.4Ghz and 5Ghz bands or a “enable each band separately” or similar.

Operation Mode.

In some of the TP- Link models you may be asked to select a router operation mode as part of the Quick Setup. If this is the case please select Wireless Router Mode. Similarly, if you are seeing options for VDSL / ADSL in the Quick Setup you may need to go through the quick setup and then from Advanced select “Operation Mode” and “Wireless Router Mode”. If you do have to change the operation mode you will need to go through the quick setup again to set up the connection.

TP-Link VR400 configuration manual

We will need to access the router administration page. Check the router itself for the

default gateway details if needed. The router should prompt you to create an admin password. Once signed in it should direct to Quick Setup. If it doesn’t, it should be possible to select Quick Setup from the top left. 5. Please choose your time zone accordingly then click Next. 6. On the Connection type page that should open next choose PPPoE option and click on Next.

Optimising your Wi-fi Settings

To make sure you have the best control over your Wi-fi we recommend enabling both the 2.4Ghz and 5Ghz bands on your Wi-fi. Devices that are close to the router can be connected to the 5Ghz Band for the best speeds. Further we recommend changing the name of the SSIDs so each band has a separate name.

Operation Mode.

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Can’t find an answer to your question?

Speak to our Melbourne-based support team. Simply send us an email at help@lightningbroadband.com.au and we’ll do our very best to get back to you within 48h.

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