FAQ

Payments made via direct debit are processed on the due date of your invoice by Payrix, our Direct Debit provider.  Payments from credit cards are processed and usually clear on the same day.  Payments from bank accounts will show as pending until they have been cleared by your bank.  This may take 2-3 business days to process and clear.

Log into your Customer Portal and scroll down to Finance dropdown box and then select Payrix Payment Credentials.  Delete your old details and then securely add in your new details.

No, we do not host email addresses.  If you are transferring your internet service from a provider who hosts your email address, then you will need to contact them prior to cancelling your service to see if you can retain the email address. 

You will require a fixed IP address.  Please contact us to arrange this. (This is not a standard requirement for the everyday user.)

If you are experiencing financial difficulties prior to your current invoice due date, please contact us via phone, SMS or email to discuss options such as:

• a one-off payment extension
• how you can adjust your payments to fit in with your income cycle etc.

If you think you might be experiencing Financial Hardship, we have a Financial Hardship Policy available on our website to assist you.

We will be in touch via SMS and email to let you know that the payment has been unsuccessful. We will not attempt to reprocess the payment without your consent.

You can log into the portal and reprocess the payment by clicking on the tick icon under the invoice to pay the account by Payrix, our direct debit provider.

You can also update your direct debit bank account or credit card via the portal.

If you update the direct details, you then need to process the payment after updating the details.

Alternatively, please contact us via phone, SMS or email to discuss options such as:

• a one-off payment extension
• adjust your payments to fit in with your income cycle etc.
• We may also be able to arrange a payment plan for longer term assistance, depending on your situation.

If we have had no contact from you, a Late Payment Fee of $15 may be charged to your account and the service suspended until payment has been received or arrangements have been agreed upon.

If you think you might be experiencing Financial Hardship, we have a Financial Hardship Policy available on our website to assist you.

Please follow this link for more information on cancelling your CRISP Wireless service; Cancellation of CRISP Wireless Service

CRISP Fixed Wireless uses our own towers to broadcast internet via a wireless signal from our purpose built tower to a CRISP Wireless receiver that we install on your roof.

Anyone who requires a fast and reliable internet service in regional Western Australia. The CRISP Fixed Wireless network was built by us, as we ourselves wanted a fast and reliable internet service in regional WA.

You will receive an acknowledgement of your interest in our service.  We will then conduct a remote desktop survey to check if we can connect you to one of our CRISP towers.  We will then get back to you in a timely manner with the outcome. If you have any questions during this process, please feel free to contact our local team in Narrogin.

Yes. If you rent, ensure you have your landlord’s permission for the installation, as the receiver and data point are changes to the property.

No. We pride ourselves on having no “on peak” or “off peak” times for your service.

Payments made via direct debit are processed on the due date of your invoice by Payrix, our Direct Debit provider.  Payments from credit cards are processed and usually clear on the same day.  Payments from bank accounts will show as pending until they have been cleared by your bank.  This may take 2-3 business days to process and clear.

Log into your Customer Portal and scroll down to Finance dropdown box and then select Payrix Payment Credentials.  Delete your old details and then securely add in your new details.

An Access Virtual Circuit Identifier (AVC ID) is a 12-digit number that is generated by nbn® and used to uniquely identify every connected nbn service.

You can easily identify your AVC ID as it will begin with the letters AVC, for example ‘AVC12355512355’.

For most providers, your AVC ID will be on your invoice or in your customer portal, otherwise please reach out to your current ISP and ask them.

Yes, CRISP Wireless can provide you with a suitable router. Contact our team to arrange to purchase a router (cost applicable).

In most cases, yes. However, the configuration or capabilities of the router may not be suitable for the property.

This is dependent on several factors that interfere with Wi-Fi signal.

Device Sensitivity – Some devices, like high end laptops and smart phones have better antenna, allowing for better connection at a further distance compared to other, older devices.

Router Power – Routers with higher transmission power can send signals over longer distances, however, excessive power can result in interference.

Interference – Other Wi-Fi networks, Bluetooth devices and even microwaves can cause interference that limits the range of your Wi-Fi.

Obstacles – Physical obstacles like walls can also interfere with the distance of transmission at varying degrees depending on what they are made of.

Frequency Band – The 2.4GHz band has a longer range then the 5GHz band. Your device may be able to connect to both and choose the 2.4GHz band for better range.

External Antennas – External antennas usually have better range as opposed to routers with internal antennas.

Fibre Connect (FTTP upgrade program) is an initiative run by the nbn® and designed to provide residential homes and businesses with access to faster internet. This initiative is backed by the government which invested over $2 billion as part of their commitment to improving the overall quality of internet for the country. Eligible homes and businesses with nbn® Fibre to the Node (FTTN) or Fibre to the Curb (FTTC) connection can be upgraded to nbn® Fibre to the Premises (FTTP) at $0 installation cost. Find out more here: NBN Fibre Connect

When you register your information with us, you don’t have to do anything for the upgrade,. CRISP will organise the upgrade for anyone eligible, we can also get you connected by Fibre to the Curb (FTTC) or Fibre to the Node (FTTN) to get you connected before the upgrade is available.

You may need to purchase an eligible speed plan to upgrade and charges may apply if you downgrade or disconnect.

You may need to upgrade some of your devices, improve your home/office set-up or do some cabling work to get the most of your new connection.

If your premises is not eligible right now, it may become eligible before the end of 2028. You can register for email updates and we will advise you if your premises becomes eligible. Alternatively, you can regularly check your address on our website to find out if your location is eligible.

Yes. If you rent, ensure you have your landlord’s permission for the installation, as typically drilling and sometimes digging is involved.

Follow the checklist below for a simple router relocation:

More than 4 weeks before relocation

• Contact CRISP via email to inform us of the new address so we can confirm the NBN capability at the property.
• For a smooth transition, please include the date you wish to disconnect your router from your current address, and the date you will be installing the router to the new property.

Moving out

• Bring your router and its power supply with you, however, leave any other NBN equipment at the old location, as that equipment is registered specifically for that address and may not work at the new one.

Moving in

• CRISP will advise you on how to set up the router at the new address – please  contact us when you are the new property.
• Ensure that your service is up and running.
• If there are any issues, please contact us.

The nbn approved technician will install and test the equipment so that it’s ready for CRISP to finalise the FTTP service connection. It may be required to replace or upgrade your existing Wi-Fi router. We will let you know when the service is ready to use and support you through any additional steps required. In the meantime, you can keep using your existing service if you have one.

Payments made via direct debit are processed on the due date of your invoice by Payrix, our Direct Debit provider. Payments from credit cards are processed and usually clear on the same day. Payments from bank accounts will show as pending until they have been cleared by your bank. This may take 2-3 business days to process and clear.

Log into the CRISP Wireless Customer Portal, and on your dashboard, you will see a section for Unpaid Invoices. Click on the tick icon to Pay by Payrix and this will take you to a second page that will ask you to confirm to pay via your saved account details.

Log into your Customer Portal and scroll down to Finance dropdown box and then select Payrix Payment Credentials. Delete your old details and then securely add in your new details.