Frequently Asked
Questions

How can we help you?

FAQ - Hardware

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Are Occom modems/routers locked?

No, Occom modems/routers are not locked.

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Can I get a gaming router from OCCOM?

Yes! OCCOM offers the ASUS AX6000 Gaming Router, which includes:

  • Wi-Fi 6 technology with speeds up to 6000Mbps.
  • Triple-Level Game Acceleration for optimized gaming performance.
  • Gigabit Ethernet ports for lag-free connectivity.
  • Compatibility with FTTP, HFC, FTTC, and FTTR connections.
  • Support for up to 30 devices.
  • AIProtection Pro for advanced security.
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Can I use my existing router/modem?

Yes, you can use your existing router/modem if it is compatible with your connection type and is unlocked. Compatibility details are as follows:

  • FTTP, FTTC, HFC – Most routers work.
  • FTTN/FTTB – Requires a VDSL2 modem-router.
  • Fixed Wireless/Satellite – May need an ISP-approved router.
  • VoIP Services – Some ISPs lock VoIP to their own modems.
  • Locked Modems – Check if your previous ISP locked the device.

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Can I use my own modem/router with Occom’s services?

Yes, Occom allows customers to use their own compatible modem/router (make sure your own modem/router is not locked by the previous ISP). However, for the best experience and a smoother setup process, we recommend using an Occom-supplied pre-configured device.

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Can Occom assist with setting up a home network?

Yes, our support team can provide guidance on setting up your home network, including router configuration, Wi-Fi optimization, and troubleshooting connectivity issues.

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Do I need an NTD for my connection?

Whether you need an NTD depends on your NBN connection type:

  • Required: FTTP, HFC, Fixed Wireless, and Satellite connections.
  • FTTC: Requires an NTD with a power supply unit.
  • Not Required: FTTN and FTTB connections use a VDSL2 modem connected to a phone wall socket.

If you’re unsure, please check with us or use the NBN address checker.

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Do I need to configure my router when switching to Occom?

If you purchase a router from Occom, it will come pre-configured for easy setup. If you use your own device, you may need to enter the router’s settings manually and configure it on the required settings. Our support team can guide you through the setup.

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Does Occom provide modem/router rental options?

No, Occom does not offer modem/router rentals. However, we do provide a range of high-performance routers for purchase at competitive prices.

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How can I determine if my modem/router is compatible with the Internet provider?

You can check the device specifications or contact Occom’s support team for guidance on compatibility.

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How can I get technical support for my modem/router?

Occom provides technical assistance through multiple channels:

· Phone Support: Call 1300 299 999, available Monday to Sunday, 8:00 AM–10:30 PM.

· Online Support: For troubleshooting assistance and support enquiries, please visit occom.com.au.

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How can I improve my Wi-Fi signal at home?

To improve Wi-Fi performance:

· Place your router in a central location away from walls and obstructions.

· Reduce interference by keeping the router away from other electronic devices.

· Upgrade to a dual-band or mesh Wi-Fi system for better coverage.

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How do I power cycle my modem?

If you are experiencing internet connection issues, follow these steps to power cycle your modem:

  1. Unplug the power cable from the back of the modem. Ensure all lights turn off.
  2. Wait for 1 full minute before plugging the power cable back in.
  3. Allow the modem to reboot completely. Wait for the power light, phone light, and internet light to turn green.
  4. Try using your Wi-Fi-connected devices to check if your internet service is restored.

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How do I return OCCOM’s faulty modem/router?

To return a faulty OCCOM modem/router:

  1. Contact OCCOM Support to report the issue.
  2. Ensure the modem/router is within the warranty period and complies with the return policy.
  3. OCCOM will provide instructions on where and how to return it.
  4. Pack the device securely, including all additional components.
  5. Ship the modem/router to the provided address.
  6. Once received, OCCOM will inspect and process a replacement or repair.

For further details, please check OCCOM’s website or contact our support team.

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What should I do if my NTD (NBN Box) is missing?

If your NBN Box (NTD) is missing:

  • Check your premises, including storage areas.
  • Contact your landlord or the previous tenant.
  • Confirm whether your connection type requires an NTD.
  • If needed, contact us to report the issue, and we will request NBN to arrange a replacement. Note: NBN Co. may charge a $300 New Development Charge for a new NTD.
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What should I do if my router is not working properly?

Restart your router and check the cables to ensure they are connected properly. If the issue persists, contact our technical support team for troubleshooting assistance.

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Which modems/routers are compatible with OCCOM’s services?

Compatibility depends on your connection type (FTTP, FTTN, HFC, etc.). Contact OCCOM for a recommended model.