Support
Important information
Sky Muster Plus Capped Plans withdrawal
nbn is withdrawing the following Sky Muster Plus plans effective 1 March 2025:
- 25GB+
- 50GB+
- 100GB+
- 150GB+
If you are a current MultiWave customer, your plan has already been upgraded to an unlimited data Sky Muster Plus plan.
For customers new to MultiWave, choose from our great range of unlimited data Sky Muster Plus plans here
Paying your Bill
You can pay your bill using the following methods:
- Credit Card (using the details on your invoice). You can opt to save your credit card for future payments.
- EFT from your Bank Account (using the details on your invoice)
Log into our customer portal to manage your account, and to view and pay your bills.
Note: You need to be using your MultiWave service to access the customer portal
Protecting Your Account – Account Authentication
To protect your MultiWave Connect account from unauthorised customer interactions, we’ve introduced additional authentication, so you can continue to enjoy the same peace of mind you can always expect from us when it comes to the safety of your personal information.
Sometimes you might need to get in touch with us about the topics below:
- Your personal information
- A potential change of ownership,
- Your account while you’re overseas, or
- New product or service purchases
When you contact us or we contact you about those topics, we’ll be taking extra steps to confirm you’re you.
First, we’ll ask you for two of the details below linked to your account:
- Password
- First name and last name
- MultiWave Connect Account number
- Address and postcode
- Contact phone number
- Contact email address
For some types of enquiries, we may send a one-time code to the email address we have saved on your account. Alternatively, we may confirm that you are calling from or have access to the number we have saved on your account. Once we’ve confirmed that, we’re ready to assist.
What to do if you suspect fraud
If you suspect fraudulent activity on your MultiWave Connect account you should:
- Contact MultiWave on support@multiwavenetworks.com.au or 1300 525 immediately. We will be able to check any recent activity on your account, and assist you to understand if fraud may have taken place.
- Once you’ve confirmed fraudulent activity has taken place, you should report the incident to the Australian Federal Police, New Zealand Police or your relevant State or Territory Police. In Australia, you can also get help and report suspicious activity to Scamwatch or the Australian Cybercrime Online Reporting Network and/or to IDCare.
- Contact your bank and any other providers who use your phone number for authentication to notify them that you suspect fraud.
Where to find your nbn AVC ID
From 18 April 2025, if you want to transfer your nbn service to another provider, you’ll need your nbn AVC ID.
An nbn AVC ID is a unique 15-character ID number that identifies your nbn service, e.g. “AVC123456789000”. For Sky Muster Plus services, the AVC ID starts with SMA e.g. “SMA123456789000”.
nbn AVC IDs are required by the Australian Consumer and Media Authority (ACMA) to help regulate nbn service transfers, making them more accurate and secure.
You’ll find your nbn service ID in at least one of these places:
- On your invoice/bill
- In your nbn provider’s customer web portal or app
- Through a web chat with your nbn provider
If you have a MultiWave Connect service, your nbn AVC ID is on your invoice in the description section.
Still can’t find your nbn AVC ID? Contact your current nbn provider and they can tell you.
Scams and Hoaxes
Scammers use a wide variety of methods to impersonate legitimate businesses and organisations personal and private information. Known as phishing, these scam websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. For more information, head to the Scamwatch website.
What to do if you receive suspicious correspondence or calls claiming to be from MultiWave Connect
If you receive a call, letter, email, text message or other communication that claims to be from TPG and you suspect it may be a scam or hoax, contact us via the form below or give us a call on 1300 525 800.
If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:
- Don’t reply to the SMS or email
- Don’t provide any personal details
- Don’t click on any links
- Don’t open any attachments
- Don’t call any numbers associated with the SMS or email
- Don’t share any content of the SMS or email with anyone
- Report the email or SMS to Scamwatch
MultiWave Connect only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:
- Don’t give the caller any personal details and hang up
- Check that the call is coming from a number that’s not a number that we use.
- Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
- Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
- Report the call to Scamwatch
Report the email or SMS to Scamwatch