New to Harbour ISP?

  • Where do I get my Customer ID?

    Your Harbour ISP Welcome Letter has your Customer ID, your Password and your Billing email address. Your username is the first part of your email address (everything before the @ symbol). If you do not have a Welcome Letter, you can use the password recovery feature of www.harbourisp.com.au and your password will automatically be sent to your Harbour ISP Billing email address. You can also call Harbour ISP Helpdesk on 1300 579 403 or email Helpdesk at support@harbourisp.com.au. We will ask for identification before proceeding.

  • How do I get a Harbour ISP Welcome Letter?

    Your Welcome Letter should be one of the first emails you receive. If you have not received a Welcome Letter please let us know and we will send you a copy.

  • How can I access my account online?

    Simply type www.harbourisp.com.au directly into your browser address bar and bookmark the site for easier access next time. Use your Customer ID and password to gain access. If you cannot remember your password, click the ‘Forgot your password?’ link and your username and password will be sent to your Billing email address (email address selected on your application form for all Harbour ISP correspondence) or contact our Helpdesk on 1300 579 403.

  • What is my password?

    Your temporary password should have been emailed to you shortly after you signed up with Harbour ISP. If this information has not been provided or you have misplaced this, you can try the Reset Password option on the site. If you are still having troubles please contact our HelpDesk on 1300 579 403 or via email at support@harbourisp.com.au to obtain these details.

Still Have Questions
HARBOUR ISP PHONE FAQS

  • What is Harbour ISP Phone?

    Harbour ISP Phone uses the latest technology allowing you to make and receive phone calls over your broadband connection.

    Harbour ISP Phone works in a similar way to a conventional telephone service. You still receive a dial tone and dial phone numbers in the exact same way and other people still call you the same way.

    The main difference for you is that instead of your telephone being connected to a wall socket, it will be plugged directly into your modem.

    Your calls go from your phone over the internet to the regular phone networks, so you can call people on their mobiles, or at home on a standard phone line and when you do call another Harbour ISP user its FREE.

  • Why do you need it?

    1. No Line Rental
    2. Cheap local, national and international calls
    3. In approximately 18 months if you are connected to the NBN Fibre your existing copper line will be decommissioned
  • What will I save?

    Right now, you’re probably paying way too much on your phone bill. Most phone companies charge a connection fee as well as a flag fall for timed calls. You also probably have to pay extra for value-add features such as Caller ID and Call Waiting. Add monthly line rental to this, and your monthly phone bill can add up.With Harbour ISP, there are no connection fees, no flag falls. Local and national calls are either a flat 10c per call, or included! Our overseas rates are very inexpensive and some of our plans include 1000 minutes per month of international calls for FREE.

    Every Harbour ISP broadband phone plan includes for FREE the following features you would normally expect to pay for: 3-Way Calling, Call Forwarding, Call Waiting, Do Not Disturb, Calling Line ID Blocking and Call Return.

    Get your family and friends on Phone and you can call them for free. All Harbour ISP Phone services can call each other for free.

  • Can I keep my current phone number?

    Yes you can. Harbour ISP will provide you with a phone number for your local area, however we can also port your existing phone number over for an extra charge.

  • Who can I call?

    Just like your current telephone service you can make and receive phone calls to practically any number worldwide. This includes landlines, mobiles, international numbers and selected special service numbers.

  • What is the Quality like?

    Great! In fact you will hardly be able to tell the difference, unlike some other phone providers our network is based in Australia so your calls do not have to travel overseas and back again.

    Call quality does depend of the type of broadband service and the speed of your broadband so a faster service will be better.

  • What about Emergency Calls?

    Harbour ISP offers full emergency services, when you place a call to 000 your address will show up just like it does now. You can choose to have your number either unlisted or listed in the White Pages, both options are free.

  • What about Priority Assistance?

    Harbour ISP is happy to provide a VOIP service on the new Sky Muster Satellite service. The speeds offered with this new Satellite Service are such that a VOIP service is viable and in testing has proved reliable.

  • Satellite Internet and VoIP

    Harbour ISP is happy to provide a VOIP service on the new Sky Muster Satellite service. The speeds offered with this new Satellite Service are such that a VOIP service is viable and in testing has proved reliable.

Troubleshooting Help

  • Why is my internet slow?

    The inherent delay in transmitting a signal, via the satellite, gives the appearance that the internet is going slow. In actual fact, the data download rates are comparable with a line connected to ADSL connection. If you are concerned with the speed of your satellite service, recommend you conducting your own speed tests with Speedtest.net. If you are still dissatisfied with the speed of your satellite service, please contact our HelpDesk on 1300 579 403. One of our qualified technicians will then assist you in troubleshooting any potential speed issues

  • I cannot view my internet banking page

    Try going into the bank site home page first then selecting the internet banking site and not go to the internet banking page that is stored in your favourites. If this still does not work then we recommend using the Firefox browser.

  • How do I change or reset the network password or security key of my wireless router?

    For customers who have Netgear routers:

    1. Plug a computer,into one of the Ethernet ports on the router (ports 1, 2, 3 or 4)
    2. Launch a web browser such as Internet Explorer (for Windows users). For Mac users, launch your Safari browser.
    3. Type in http://192.168.1.1 or http://routerlogin.net on the address bar and hit Enter. The router should ask for a username and password.
    4. Type “admin” for the username (without the quotes), and “password” for the password (without the quotes).
    5. Click wireless settings.
    6. It is recommended to change your network name at this point in time. You may do this by changing the SSID.
    7. Under Security Options. Select WPA-PSK and enter a Passphrase. This will serve as your wireless password.
    8. Click Apply

    For customers who have Dlink routers:

    1. Plug a computer,into one of the Ethernet ports on the router (ports 1, 2, 3 or 4)
    2. Launch a web browser such as Internet Explorer (for Windows users). For Mac users, launch your Safari browser.
    3. Type in http://192.168.0.1 on the address bar and hit Enter. The router should ask for a username and password.
    4. Type “admin” for the username (without the quotes), leave the password blank and click Log in.
    5. Click wireless setup. Click Manual Wireless Connection setup.
    6. It is recommended to change your network name at this point in time. You may do this by changing the SSID.
    7. Under Security Mode. Select WPA-PSK and enter a Network key This will serve as your wireless password.
    8. Click Save settings
  • How do I set up my email?

    The steps for setting up your email will be different depending upon what application you use to access your email.

    We have provided detailed instructions for setting up a number of applications on our Email Setup page.

  • Can I collect my E-mail from a different computer? (WebMail)

    Yes. You will need to go to and login to WebMail with your full email address and password. Please note that you can only access emails that have not been read or received by the email software client you have at home. Once an email is downloaded it is removed from the mail server.

  • What is data allowance?

    Your data allowance is the amount of data you are permitted to transfer over the internet during each month and is calculated on both uploads and downloads. We do not charged for excess data if you have chosen a shaped plan. However, if you exceed your monthly data allowance, your speed will be slowed. If you have chosen an unshaped plan you will be charged an excess fee.

    It is advisable to monitor the amount of data downloaded (and uploaded, if applicable) to avoid any excess usage fees or to ensure your connection speed remains at its peak for the entire month.

  • What are peak usage times?

    With Christmas just around the corner, we’d like to update you with our Support Centre operating hours over the holiday period.

    We’ll be operating on a limited basis from the 24th-27th of December, and again from 31st December-2nd January.

    December 24 – Christmas Eve (Saturday) 9am to 5pm
    December 25 – Christmas Day (Sunday) CLOSED – email support only
    December 26 – Boxing Day (Monday) 9am to 5pm
    December 27 – Christmas Day Holiday (Tuesday) 9am to 5pm
    December 31 – New Year’s Eve (Saturday) 9am to 5pm
    January 1 -New Year’s Day (Sunday) CLOSED – email support only
    January 2 – New Year’s Day Holiday (Monday) 9am to 5pm

  • How can I see what data I have used this period?

    You can view your current data usage and limits on the Account Details page.

    Click the Usage Data link in the navigation to see month by month and daily usage graphs.

  • When is my data usage updated?

    Your data usage is updated every morning at approximately 10.30am (AEST). If you believe there is an error with your data usage, please contact the HelpDesk on 1300 579 403 or by emailing support@harbourisp.com.au.

  • What happens if I exceed my monthly data allowance?

    If your plan has shaping, once your data usage exceeds the monthly allowance, your speed will be reduced to 64kbps for ABG Satellite plans, 128kbps for NBN Satellite plans and 256kpbs for Fibre and Fixed Wireless Plans, for the remainder of the month.

    If your plan does not have shaping you will be charged the excess usage fee. Login to the Customer Portal and go to the Change Plan page to see your current plan and other available plans.

  • Do I receive data usage alerts?

    We send automated emails to all of customers alerting them when they have used 50%, 80% and 100% of their allocated data allowance for any given billing period.

  • What is shaping?

    Shaping means that once your data usage exceeds the monthly allowance, your speed is reduced to a slower speed rather than incurring excess usage fees.

  • What is my data usage limit?

    Once you login to the member’s portal, you can view your current data usage and limits on the Account Details page.

    See the Change Plan page to see your current plan and how this compares with other available plans.

Billings & Payments

  • When do I start paying for my Harbour ISP service?

    Payments are deducted on the 10th of each month business days, or the next business day after weekends or Public Holidays. Charges are for a calendar month. For example, your automatic payment on the 10th of June covers your service from 1st June until 30th June. Mid month installations will be charged at a pro-rata rate for the first month and then on 10th of the month thereafter, (unless falling on a weekend or Public Holiday.)

  • When are my monthly payments due?

    Your payments are due on the 10th of each month, unless you have opted to pay in advance and you will be invoiced. Your monthly data usage resets to zero on the first of each month, or the next business day.

  • Can I change my Billing Day?

    Our billing period is unable to be changed. Please contact us on 1300 366 169 to discuss further options.

  • Your Harbour ISP Tax Invoice

    Each month the Harbour ISP billing system produces a Tax Invoice that details how much you are being charged for the current billing period, how much is payable and if applicable, any overdue amounts. Invoices are available for viewing at www.harbourisp.com.au.

  • Can you send my Tax Invoice to a different email address?

    Yes. All Harbour ISP correspondence will be sent to the email nominated on your Application form. It does not have to be a Harbour ISP email address.

  • You have my credit card details, why have you invoiced me?

    The Australian Tax Office requires that companies provide tax invoices when selling goods or services. That is why you receive a Tax Invoice even though we will have your payment details on file.

  • How can I view my current account balance?

    You can view your account balance by visiting www.harbourisp.com.au, entering your Customer ID and Password and click ‘Invoices and Statements’ and all your invoices are available for viewing there.

  • How do I cancel my contract with Harbour ISP?

    Customers must complete a cancellation form in order to cancel their service. Contact our support office on 1300 366 169 between 8:30am and 5:30pm Monday to Friday (AEST).

  • What do I do if I’m paying by cheque?

    If you are paying by cheque or money order, you do not need to send your payment until you have been connected and invoiced.

    Please post your payment to PO Box 572 Mudgee NSW 2850. Please write your name and your Harbour ISP username or Customer ID number, on the back of your cheque or money order so we know to apply the payment to your account. If paying by Internet transfer, please use your customer ID as a reference. If you cancel your service, your credit balance will be refunded to you promptly.

  • How do I change my method of payment?

    Customers must complete a new payment form in order to change their method of payment, please call our accounts team on 1300 366 169 or email accounts@harbourisp.com.au.

  • How can I contact Harbour ISP Accounts?

    If you do need to call Harbour ISP Accounts we are available Monday to Friday from 8:30 am to 5.30pm (AEST) excluding Public Holidays. You can call us toll free on 1300 366 169 or email us at accounts@harbourisp.com.au.

  • Can I give my partner authority to act on my account?

    Yes. Simply give us a call on 1300 366 169 to make your request and a note will be made on your file. In the event of Power of Attorney authority, a copy will be required and will be attached to your file.

  • What happens if I change banks?

    If Harbour ISP automatically debits your Bank Account each month, you can update your bank account details by going to www.harbourisp.com.au and download a new Payment Request form. This may be posted to Harbour ISP PO Box 572 Mudgee NSW 2850 or faxed to 1300 766 909 or scan and emailed to accounts@harbourisp.com.au.

  • Can I update my credit card details in My Harbour ISP?

    If Harbour ISP automatically debits your credit card each month, you can update your credit card expiry date over the phone by calling 1300 366 169 and choosing the Accounts option. For other Credit Card detail changes, please complete a new Payment details form as above. You can also make one-off payments by credit card if you normally pay by Direct Debit or Cheque or Money Order over the phone by calling our Accounts Department on 1300 366 169.

  • What if I am having trouble paying my bill?

    You can apply for assistance under this policy at any time by submitting the Financial Hardship Application Form or by calling a Customer Care Agent, please do not hesitate to contact us by calling 1300 366 169 (8.30am to 5.30pm AEST, Monday to Friday).