help centre
how can we help?
guides for setup, troubleshooting, billing, and NBN. can't find it? open in-app chat — average wait under 5 min.
getting started
- set up your modem How to connect and configure your router to work with sprfst.
- activating your service What happens on activation day and what to expect when switching to sprfst.
- your connection credentials Where to find your PPPoE username, password, and other connection details.
- set up your WiFi How to configure your WiFi network name, password, and band settings.
- updating your account details How to change your name, email address, phone number, and password.
troubleshooting
- connection drops out What to do when your internet connection keeps dropping.
- slow speeds What to check when your speeds are lower than expected.
- no internet connection Step-by-step guide when you can't connect to the internet at all.
- WiFi issues Diagnosing and fixing poor WiFi speeds, dropouts, and dead zones.
plans & billing
- how billing works Monthly billing cycles, invoice delivery, payment methods, and late fees.
- change your plan How to upgrade or downgrade your NBN plan.
- cancel your service How to cancel, what happens to your billing, and what to do with your equipment.
- moving house How to transfer your sprfst service to a new address.
- payment methods Accepted payment types, how to update your details, and what happens if a payment fails.
nbn explained
- NBN technology types The difference between FTTP, FTTC, FTTN, HFC, and Fixed Wireless — and why it matters.
- understanding your speed What plan speeds, typical evening speeds, and real-world performance actually mean.
- what is an eSLA? How the Elite tier enhanced SLA works and what it means for fault response.
- static IP address What a static IP is, who needs one, and how to add it to your plan.
need live help? open the sprfst app and tap Support. live agents, 8am–10pm AEST daily, average first response under 5 min. or check status.sprfst.com.au for active outages.