Frequently Asked Questions
Find answers to common questions about GoTroppo internet services.
Getting Started
How long does it take to get connected after I order?
Connection times vary depending on your situation:
- Transferring from another provider: 5 minutes to 2 hours
- New NBN connection: 4 to 24 hours
- Ordered a modem: 3-5 business days for delivery, then provisioning begins
How do I set up my internet?
If you received a modem from GoTroppo, it’s pre-configured – just plug it in! For your own modem (BYO), you’ll need to ensure it’s set to DHCP/IPoE mode. GoTroppo uses modern IPoE technology – no username or password required.
Can I use my own modem?
Yes! You can bring your own modem (BYO). GoTroppo uses IPoE (IP over Ethernet), which is simpler than PPPoE – no username or password needed. Most modern modems support this, you may just need to change a setting.
View our BYO Modem setup guide with instructions for TP-Link, ASUS, Netgear, D-Link, Google WiFi, and more.
What connection type does GoTroppo use?
GoTroppo uses IPoE (IP over Ethernet) for all connections. This is more modern and simpler than PPPoE – your modem just needs to be set to DHCP mode, and no username/password is required. This means faster connection times and fewer authentication issues.
Plans & Billing
What plans do you offer?
We offer a range of NBN plans to suit every need – from casual browsing to heavy gaming and streaming. All plans are month-to-month with no lock-in contracts.
How do I change my plan?
Changing your plan is easy! Simply contact our support team via email or phone, and we can upgrade or downgrade your plan. Changes typically take effect from your next billing cycle, or immediately for upgrades.
How do I pay my bill?
GoTroppo bills are paid automatically via the payment method you set up when you signed up (credit card or direct debit). You’ll receive an invoice via email before each payment. To update your payment details, log into your account or contact our support team.
Are there any hidden fees?
No! At GoTroppo, we pride ourselves on transparency. The price you see is the price you pay – no setup fees, no hidden charges. What you see is what you get.
Is there a contract or lock-in period?
Nope! All GoTroppo plans are month-to-month with no lock-in contracts. You can cancel anytime with 14 days notice – no early termination fees.
Troubleshooting & Support
My internet isn’t working – what should I do?
Try these steps first (they fix most issues!):
- Power cycle your modem – Unplug it, wait 30 seconds, plug it back in
- Check your cables – Ensure everything is firmly connected
- Check for outages – Visit the NBN Network Status page
How do I check if there’s an outage in my area?
Most outages are caused by the NBN network infrastructure. You can check the official NBN outage map by visiting nbnco.com.au/support/network-status and entering your address.
View our Service Status page for more troubleshooting help.
What do the lights on my modem mean?
Generally:
- Power light – Should be solid (on = modem has power)
- Internet/WAN light – Solid = connected, Off = no internet connection
- WiFi light – Solid = WiFi enabled, Flashing = data transfer
How do I run a speed test?
To test your internet speed, visit speedtest.net. For the most accurate results, connect your computer directly to your modem via ethernet cable, and make sure no other devices are using the internet during the test.
Account Changes
I’m moving house – can I take my GoTroppo service with me?
Yes! Moving your GoTroppo service to a new address is free. Just contact us at least 2 weeks before your move with your new address and move date. We’ll check NBN availability and arrange the transfer.
How do I cancel my service?
To cancel, simply contact our support team via email or phone. We require 14 days notice. There are no early termination fees on our month-to-month plans – you’ll just pay for service up until your disconnection date.
Tip: If you’re switching to another NBN provider, you don’t need to cancel first – just sign up with them and the transfer happens automatically.
How do I update my contact or payment details?
To update your contact information, email address, or payment method, please contact our support team. We’ll verify your identity and make the changes for you.
Technical Questions
How do I check if NBN is available at my address?
Use the address checker on our NBN Plans page to see if NBN is available at your address and what connection type you have (FTTP, FTTN, HFC, etc.).
What NBN technology types do you support?
GoTroppo supports all NBN technology types:
- FTTP (Fibre to the Premises) – Fibre all the way to your home
- FTTN (Fibre to the Node) – Fibre to street cabinet, copper to your home
- FTTC (Fibre to the Curb) – Fibre to street pit, short copper to your home
- HFC (Hybrid Fibre Coaxial) – Cable TV network
- Fixed Wireless – Where fibre isn’t available
Do I need a special modem for GoTroppo?
Any modern modem that supports DHCP/IPoE will work with GoTroppo. If you’re using a modem from a previous provider that was set up for PPPoE (with username/password), you may need to change the settings to DHCP mode.
View our BYO Modem guide for setup instructions.
Still Have Questions?
Can’t find what you’re looking for? Our friendly support team is here to help!