Frequently asked questions

Why should I choose JC Tec Solutions? Here is why...
  • We come to you—no need to pack up your computer.
  • Same Day Service*—Book before 4pm, Monday to Friday (excl. holidays), and we’ll be there that day.
  • Skilled Technicians—Our experts deliver fast solutions.
  • 7-Day Availability—We’re on call every day of the week 24/7.
  • Top-Notch Customer Service—Just ask our customers!
  • Plain English—We explain everything clearly.
  • Proudly Australian Owned.
Our time-based fees cover any tech support you need, with no extra charges for multiple tasks. Our skilled technicians can often tackle several issues at once. Note that fees exclude hardware or software, which we offer at competitive rates.

See our pricing page HERE

At JC Tec Solutions, we understand that IT issues can arise at any time. That’s why our call center is open 24/7, ensuring you have access to professional support whenever you need it. Whether it’s day or night, our dedicated team of experts is always ready to assist with any concerns or questions you might have, empowering your success through our tailored IT solutions.
Of course! We provide computer solutions for homes and offices, from basic home setups to large enterprises and everything in between.
JC Tec Solutions prides itself on providing comprehensive IT support tailored to meet the needs of your business, no matter the time of day. To ensure minimal disruption to your operations, we offer 24/7 support services. You can call us anytime at 1300 574 058, and one of our experienced IT professionals will be ready to assist you with any technical issues you may encounter. Whether you’re facing a critical system failure in the middle of the night or need urgent cybersecurity assistance, our team is dedicated to empowering your success through reliable and timely IT solutions.
JC Tec Solutions provides expert same-day, onsite computer help, repairs, and services. We cover hardware and software fixes, system security, networking, data backup, recovery, virus prevention, and CCTV solutions. We tackle any computer issue, ensuring your IT runs smoothly and securely. Our goal is to empower your success with tailored, professional IT solutions.
We do not outsource any of our services and our helpdesk is located in the Canberra CBD. Our team undertake training on a regular basis to provide our clients with the best possible service (both technically and professionally).
Despite our SLAs stating 2/4/8-hour responses, critical issues take priority and we have someone in a van driving to your site usually within 10 minutes. We understand that system down issues are no joke and must take priority over all else.

Very! All our systems require multifactor authentication and encrypted storage. We also encrypt all the traffic between our systems and yours when helping you out. In addition to user security, we also have regular, independent cyber security assessments conducted across the business.

You may be wondering what happens in the unlikely event that JC Tec Solutions does not end up being the right fit for your business? Well, that’s easy. All the information we collect about your organisation is yours! We hand this information over and remove all sensitive data about your environment from our systems – We hand you back the keys.
In the unlikely event you feel that JC Tec Solutions is not the service provider for you, we make it easy to back out. We do lock our clients in to lengthy agreements and we hand over all information collected about your environment to you or your new IT provider.
While we do our best, not all plan inclusions, prices, or promotional offers advertised are available at all addresses. When you enter your address above, our site will show you the plans and prices available in your area. Please note that results may vary as we process your order. If anything changes, we’ll contact you as soon as possible.
Becoming a new JC Tec Solutions customer is something to be celebrated. That’s why we offer all new residential nbn customers promotional pricing in the first 6 months as a Jc Tec Solutions (not an official term…yet). The discount will appear as a credit on your JC Tec Solutions invoice. Here’s a little insider info: to get the most out of our 6-month Discount Promo you’ll need to stay on the plan you signed with for the entirety of the 6 months. After that you’re free to change to whatever plan you want! See, it pays to scroll to the bottom of a website.
A FREE* eero 6+ ($20 shipping) including eero Secure, is available to all JC Tec Solutions residential nbn customers. You can only get one free* router per service, and must be connected via FTTP, FTTC, or HFC technology. To qualify your service must remain active for 24-months, however, if you cancel your service before your 24-months is up you’ll be charged a one-off clawback fee of $7/mth (inc. GST) based on the number of months remaining. So, if you cancel 6-months into your 24-month commitment the amount owed will be based off the remaining 18-months. Check out our Terms & Conditions here
The nbn™ Network Termination Device (NTD) is a connection box provided by nbn to connect your premises to the access network. This connection box may look a bit different dependant on the technology available at your address and the device requires power to operate. Please note: This device is separate to your modem (either supplied by us if selected at sign up, or BYO). If the NTD is not present there may be a delay in activation until your NTD can be dispatched.
Speed tiers indicate the theoretical maximum speed you’ll get to your home. Actual speeds you experience depend on a few things, like demand in other parts of the network, or in-home conditions (like the kids streaming and gaming all the things), as well as where you place your modem (putting your modem in the cupboard is a no no). Check TES for further guidance, or our About nbn speeds section below.

If you have a Fibre to the Premises (FTTP) or Hybrid Fibre Coaxial (HFC) connection you’re already winning in your internet life. Why? Because you’re eligible for our Superfast and Lightspeed tiers. Here’s a couple of things to note about our Superfast and Lightspeed plans:

1. Download speed performance will vary greatly depending on the time of day. So, we recommend you use Typical Evening Speed as a guide to determine the likely performance.

2. To get the most out of our Superfast and Lightspeed tiers we highly recommend you use a JC Tec Solutions supplied modem. And no, this isn’t a cheap upsell. They’re preconfigured to the exact specifications of our network so you can setup quickly (just plug it in and play) and maximise network speed.

Try as we might, not all FTTC (Fibre to the Curb) lines can support speeds above nbn 100. The only way to confirm your maximum speed is to install your service first and test your speeds after. And if your line doesn’t support your chosen speed tier, we’ll offer to move you to the speed tier that’ll work better with your access line. We love having a back-up.
Like their cousin above, some FTTN (Fibre to the Node) and FTTB (Fibre to the Building) access lines may have a hard time supporting speed tiers above nbn 50 (but we love them just the same). Again, the best way to determine your maximum access line speed is to install the service and then test it. If it can’t support your selected speed tier, we’ll offer to move you to something more suitable.
At the time of ordering your new Superloop nbn service, a $1 debit may be made to your account. Don’t worry, we’ll credit this amount back to you on your first invoice. Going forward, you can pay your monthly bill one of two ways, Credit Card or Direct Debit. (Pssst! We recommend Direct Debit so you can avoid a 1% Credit Card surcharge. Don’t tell the banks we told you this)
Typical Evening Speeds are the average speeds you can expect during the evening (specifically between 7pm and 11pm) from your internet. These speeds aren’t guaranteed, and past performance shouldn’t be used as an indication of future speeds. Things like your access technology (modem/router), demand on the network (who’s online and what they’re doing), local internet traffic (surrounding houses in your area), and the condition of your physical line (old lines that haven’t been maintained) can impact the quality of your connection and speed.

If your existing modem is getting a little long in the tooth, we have two modems/routers you can choose from: the ZTE H1600 Wi-Fi modem or the eero6+ router.

ZTE H1600 Wi-Fi modem
Preconfigured to the Superloop network, the ZTE H1600 helps ensure you achieve optimum performance, and lets us provide full remote technical support should there be any issues. You can find the full specs for the modem here. And if you need to stretch your signal a little further, you can add the compatible ZTE H3601 Wi-Fi Extender. That way you’ll have internet everywhere. Especially in the bathroom at the very back of the house…where no one will find you. You can find the specs for the ZTE H3601 here.

eero6+
Alternatively, you can opt for the eero6+ router which comes with a FREE subscription to eero Secure, a security service that protects all your internet connected devices from the level of the internet. Which is a fancy way of saying it blocks all the nasty stuff the moment you connect to your home network. The eero6+ router is compatible with HFC, FTTP, and FTTC connections only and doesn’t support Home Phone VoIP. So, you’ll need to take that into consideration when deciding on which modem is right for you.

We get it. Sometimes things just don’t work out. Sure, it’ll break our hearts, but if you’re happy then so are we. That’s why we believe in ‘no lock-in’ plans, so you can leave at any time. When you feel it’s come to a “it’s not you it’s us” kind of situation and want to cancel your service, just give us thirty days’ notice so we can get things ready. And maybe have an ugly cry or two.
When people are given access to things without limits, like our unlimited data or call allowances, most act accordingly. However, there are some exceptions. If you need a refresher on how NOT to use the internet or our phone service (like for hate or harrassment – the real ugly stuff), then take a squiz at Superloop’s acceptable use policies covering internet and telephone.

If you’re a residential customer who joined Jc Tec Solutions on or after 6 February 2023, we’ve got great news. You can start using My Speed Boost right now! All you need to do is jump into your Superloop app or SuperHub portal (if you’re on your laptop while reading this), scroll down, and with the push of a button you can get up to double your usual internet speed for 24-hours. We also give you up to five FREE Speed Upgrade Days a month. So, you can use them whenever you want, and even schedule them in ahead of time.

Check out which of our plans below are eligible to use My Speed Boost:

Although scams aren’t anything new, the digital variety has been on the rise in Australia over the past few years. By using a wide variety of methods and techniques (not to mention avenues), they’ve become quite skilled at gaining access to people’s money and personal information. Even going so far as to be able to impersonate legitimate government bodies, businesses, and organisations.

We’ve all said, “I’d never fall for that”. So, to help ensure you don’t, here is a guide we created so you can learn more about scams and how to protect yourself.

As of the 2nd of April 2016, NBNco have implemented a $300 ‘nbn New Development Fee’ to be charged on the first connection to a premises in an NBNco designated ‘New Development Area’. This fee may be applied to each new premises requiring a nbn® connection. This includes, but is not limited to, new dwellings, lots under reconstruction, and new buildings requiring a new mailing address. We will inform you upon signup if this fee may apply
Your nbn service will not work during a power outage. This means that you will not be able to make any calls using a service which relies on an active internet service to work (such as VoIP). FTTP enabled properties are able to continue with UNI-V functionality if an nbn battery backup is installed and working. Medical/security alarms; If you have a Back to Base Security Alarm or Medi-Alert connected to your phone service, it’s important you contact your medical or security provider to check if they’re compatible with the nbn service and identify what alternatives are available. You’ll need to arrange this before we move you to the nbn network, or your alarm may not work.

Services

In Home Support

– Computer Setup & Troubleshooting
– Wi-Fi & Network Optimization
– Virus & Malware Removal
– Software Updates & Performance Tuning
– Email Setup & Configuration
– Home Network Security & Parental Controls
– Data Backup & Recovery
– Device Integration & Smart Home Support

Business IT Support

– Device Management
– VoIP Phone Systems
– Managed IT Services
– Cybersecurity & Data Protection
– Cloud Solutions & Migration
– Onsite & Remote Tech Support
– Office 365 & G Suite Management
– Hardware & Software Procurement
– Disaster Recovery & Business Continuity
– IT Consulting & Strategy
– Microsoft 365 Partner
– Payment Platform setup

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