My Account

• Why have I been charged twice for Broadband on my first bill?

  Your broadband payments are charged a month in advance. On your first Black Box Power Broadband bill you will have a pro rata monthly charge as well as a monthly charge. On your next bill, there will only be one monthly charge.

• I am moving house, how do I transfer my Broadband?

  Please contact our Customer Care Team to arrange the broadband connection at your new home. We recommend that you give us 30 days’ notice.

• What is your Fair Use Policy?

  Our Unlimited Broadband and Phone Packages are designed for personal use by residential customers.

  Our Fair Use Policy has been developed by reference to average customer profiles and estimated customer usage of our services. From time to time, we may monitor usage patterns. If your usage of our services materially exceeds estimated use patterns over any week or month or is inconsistent normal usage patterns, we may contact you to advise you that your usage is in breach of our Fair Use Policy.

  We will request that you adjust your usage patterns to come within our Fair Use Policy. If your excessive usage continues then you may be charged for the Excessive part of your usage at our Standard Rates and the Services may be suspended. Our Standard Broadband rates are $0.1+GST/GB and our Standard Phone Rates can be found here.

• Will I be charged if you block my Broadband?

  If you do not pay your bill by the due date, we may restrict your broadband services.

  If your services are restricted, you will be charged a $12 blocking fee and a $12 unblocking fee for us to release the restriction of your broadband services. If your bill remains unpaid, we may cancel your broadband account with us.

  All prices include GST.

• How do I change the name of my WiFi and password?

  If you have the Dlink DVA-2800 modem, which is provided by us, please follow the steps below.

  Please note: We are unable to provide support for modems that are not supplied by us.

  1. Open your internet browser (E.g. Internet Explorer or Google Chrome) and in the address bar type: http://192.168.1.1

  If you are prompted with a ‘Welcome’ Page, please select ‘Cancel’ as you do not need to manually configure your Router to connect to the Internet.

  If you are prompted to input a password, this will be ‘Admin’ by default.

  

  Change your WiFi Network Name

  2. To change the WiFi Network name, select the Tabs: ‘Settings’ & ‘Wireless’.

  Here you can change the WiFi Name (SSID) of both the 2.4GHz & 5GHz WiFi frequencies.

  

  The differences between the two frequencies are the range (coverage) and bandwidth (speed) that the bands provide.

  The 2.4 GHz band provides coverage at a longer range but transmits data at slower speeds.

  The 5 GHz band provides less coverage but transmits data at faster speeds.

  You may wish to have the same Wi-Fi Name to assign in the 2.4Ghz & 5GHz fields as this will assist your devices in connecting to the most optimal frequency depending on how far away you are from the Router.

  Change Your WiFi Password

  3. To change the 'Admin’ Password you use to log in to the Router in your Web browser - Go to ‘Management’/ ‘System Admin’.

  Here you change the Admin password and select ‘Save’.

   

• How do I reset my modem?

  To do a factory reset on your modem, follow the steps below.

  Log into the modem

  You can do this via WiFi (SSID: D-Link DVA-2800) or by connecting the yellow ethernet cable from the yellow LAN port on the modem to connect to your computer.

  1. Open a web browser (such as Chrome or Internet Explorer), and type in 192.168.1.1 in the address bar.
  2. When asked for the password, write ‘admin’ as a default

   

  3. From the top right hand menu select ‘Management' then from the drop down click 'System Admin'

   

  4. When you are in the System Admin Screen, you will then need to click ‘System’ from the top right hand corner.

   

  5. Once in the System screen, you will then see Restore to Factory Default Settings, click ‘Restore’ next to this and click ‘OK’

  

  This will reset the Router to Factory settings.

  The internet light on the router will turn Red for 10 Seconds, before turning Green.

  Please make sure that if you have to log into the Router again, click 'CANCEL' if prompted with Welcome Wizard. The Modem should already be configured after Factory Reset.

  

• How do I change my WiFi password?

  To change your WiFi password to something that is memorable for you, follow the instructions below.

  Log into the modem

  You can do this via WiFi (SSID: D-Link DVA-2800) or by connecting the yellow ethernet cable from the yellow LAN port on the modem to connect to your computer.

  1. Open a web browser (such as Chrome or Internet Explorer), and type in 192.168.1.1 in the address bar.
  2. When asked for the password, write ‘admin’ as a default

   

  NOTE: If this is your first time logging in to your modem, the set up wizard may appear (See image below). It is IMPORTANT to click cancel. This will return you to the main screen where you can change your password and restore your factory defaults.

   

  3. From the top menu, click ‘Settings’ then select ‘Wireless’

   

  4. Once you are in the wireless screen, you can type your own password into the password box. You can also change the name of your WiFi connection as well.
  5. When finished, select ‘save’ from the top right hand menu

   

  You can now use your new WiFi password instead of the default one.