Overview
The National Broadband Network (NBN) is Australia’s wholesale broadband network, owned and operated by nbn co. Pickle provides business-grade internet services by purchasing access to this network and delivering it as a managed service to our customers.
When you use NBN Business Broadband with Pickle, you are working with two parties:
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nbn co – builds and maintains the physical network infrastructure
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Pickle – supplies, configures, supports, and manages your business internet service
You do not need to contact nbn co directly. Pickle manages all service requests, faults, and escalations on your behalf.
How Business NBN Differs from Residential
Business NBN services are designed to support:
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Multiple users
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Cloud applications
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Voice services (VoIP)
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VPNs and remote access
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Business uptime requirements
Key differences include:
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Business-grade routers and configurations
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Optional static IP addressing
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Priority troubleshooting workflows
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Compatibility with phone systems and critical services
What Pickle Manages vs What nbn co Manages
Pickle manages:
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Service provisioning and activation
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Router configuration and compatibility
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First-line troubleshooting
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Escalation to nbn co when required
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Customer communication and updates
nbn co manages:
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Physical network infrastructure
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Network faults beyond the premises boundary
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NBN appointments and external cabling
Understanding this split helps explain why some issues require escalation and time to resolve.
When Escalation Is Required
Some issues must be investigated or repaired by nbn co, such as:
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Network outages
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Line faults outside the building
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Damaged infrastructure
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Technology-specific issues
Pickle handles the escalation process and keeps you informed.