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Help Centre

Self-service help, quick troubleshooting, and ways to reach a human when you need one.

Quick actions

Run a speed test

Check your actual download and upload speed in 15 seconds.

Frequently Asked Questions

Answers to the most common questions about plans, billing, and support.

Documentation

Router setup guides, VoIP handset quickstarts, and NBN technology primers.

Lodge a complaint

How to raise issues with us and escalate to the Ombudsman if needed.

Financial hardship assistance

Struggling to pay? Get in touch — we have options.

Contact our team

Speak to a human about quotes, support, or account changes.

Common problems & fixes

My internet isn't working

  1. Check the lights on the NBN Connection Box (NTD). If they're all off, there's a power issue — check the power adapter and PowerPoint.
  2. Power-cycle your router. Turn it off at the wall for 30 seconds, then back on. Wait 2 minutes for it to come up.
  3. Connect a laptop or desktop to the router with an Ethernet cable and try again. If that works, it's a Wi-Fi issue, not an internet issue.
  4. If still down, call (07) 3188 5115. Have your account number and the NBN Connection Box lights ready.

My Wi-Fi is slow or dropping out

  1. Run a wired speed test first to see your real service speed. If it's fine, the issue is Wi-Fi-specific.
  2. Move the router to a central, open location. Avoid placing it inside cabinets or near microwaves.
  3. Make sure you're on the 5GHz band (faster) rather than 2.4GHz (longer-range but slower) when close to the router.
  4. If you have a large home, consider upgrading to a mesh-capable router like the Ubiquiti UniFi Dream Router 7 — ask our team about a router upgrade.

My VoIP phone has no dial tone

  1. Ensure the phone cord is plugged into the FXS port on the back of the router (usually labelled Phone 1 or Line 1).
  2. Check that your internet service is working — VoIP runs over internet.
  3. Pick up the handset and wait 5 seconds for the dial tone to come through.
  4. If still no tone, power-cycle the router. If issue persists, call us.

I can't log in to my customer portal

  1. Make sure you're using the email address on your account — this is the one we invoice to.
  2. Use the Forgot Password link to reset. Check your junk/spam folder for the reset email.
  3. If the reset email doesn't arrive within 5 minutes, your email provider may be blocking our sender. Email us at support@centrefit.com.au for manual help.

My invoice looks wrong

  1. Compare the invoice line items against your plan's Critical Information Summary.
  2. Check for any once-off charges (hardware, call-out fees) that might be bundled in.
  3. If you've added or removed add-ons mid-cycle, the invoice will pro-rate them — this is normal.
  4. If it still doesn't add up, email accounts@centrefit.com.au with the invoice number and we'll review within 2 business days.

Contact support

Business hours: Monday – Friday, 8:00am – 6:00pm AEST.

Priority Assistance customers: if someone at your premises relies on the phone or internet service for a life-threatening medical condition, let us know. We’ll put you on our priority fault queue and notify nbn co appropriately.