Tangerine Telecom

Tangerine Telecom, Australian nbn® internet and mobile phone operator

Tangerine Telecom is an Australian telecommunications service provider that offers broadband internet plans over the nbn® network, fibre services, fixed wireless and 4G mobile phone services. Sign-up is done mainly through its website, where users check availability at their address and configure the plan before completing the purchase.

nbn® internet plans and speed tiers

The broadband catalogue is organised into six nbn® speed tiers: Value (25/10), Value Plus (50/20), Speedy (100/20), Speedy Plus (100/40), Speedy Max (500/50) and UltraSpeedy (1000/100). The company states typical busy-hour speeds for each tier, measured between 7pm and 11pm, and warns that actual speeds may be slower and vary depending on factors such as the number of concurrent users, modem location, the equipment and software used, the nbn® technology type at the premises, network capacity and traffic, and the type of content downloaded.

The plans are presented in association with usage profiles: from email and browsing for one- or two-person households, to UHD video streaming, online gaming and fast downloads for households of ten or more people. The Speedy Max and UltraSpeedy plans are available only on FTTP and HFC connections, according to the company's own website.

Fibre, fixed wireless and connection upgrade

In addition to standard nbn® broadband, the company offers nbn® Fixed Wireless and the nbn® Fibre Upgrade. For existing customers, the website states that the new FTTP connection does not require payment at that stage, although the customer still bears the cost of hardware and additional services such as a home phone line or mobile plan, and the new service is billed from the first invoice after the upgrade is completed.

When the address corresponds to a new property development not yet connected to the nbn® network, the company advises of a one-off $275 New Development Charge, applied by nbn® regardless of the provider chosen. If the address requires a satellite connection, the company states that it cannot provide the service and suggests mobile phone alternatives.

Mobile phone and mobile broadband

In the mobile segment, Tangerine Telecom offers SIM-only plans and mobile broadband services, with a coverage map and help resources for SIM activation. The company also offers the option to activate the SIM and check coverage before signing up.

Equipment and eero Secure service

The company sells Wi-Fi routers and eero devices, which cannot be purchased independently without a compatible Tangerine internet service. Each eero device includes an eero Secure subscription for twelve months at no extra cost. The subscription starts on the activation date of the new compatible service or, if the customer already has one, on the date the device is shipped. After that promotional period, the subscription automatically becomes a paid monthly service, billed in advance per account regardless of the number of devices, at a stated price of $2.99 per month (taxes included), subject to change with 30 days' notice. Cancellation can be requested at any time and takes effect at the end of the current billing period if requested at least five days in advance; otherwise, at the end of the following period.

For customers who bring their own router, the website warns that it must be compatible with the nbn® network, correctly configured and preferably less than five years old. The Speedy, Speedy Plus, Speedy Max, SuperSpeedy and UltraSpeedy plans require a router with Wi-Fi 6 or Wi-Fi 7 capability, and the Hyperspeedy plan requires Wi-Fi 7, such as the eero 7. Tangerine provides limited technical support for customer-supplied routers, and the customer is responsible for their configuration.

Sign-up, activation and customer service

The sign-up process relies on an address-checking tool that allows postal details to be entered manually when the address cannot be found. According to the site's own messages, activation can normally occur within 24 hours or within one to three weeks depending on the case, and the customer can save the order and receive a link by email to resume it later. The company also has a Financial Hardship Assistance programme, whose applications are answered within five business days, and help sections, FAQs, network status, policies and a corporate blog.

The company limits seasonal promotions, such as the Summer Sale, to a maximum of one nbn® service and five mobile services per account, and warns that similar products cannot be accumulated in the cart. The contact phone number provided for enquiries and sign-ups is 1800 211 112.