Nielsen is a global research company providing the market standard in audience and consumer measurement. We have been a trusted leader in media measurement for over 90 years, and we currently study consumers in more than 100 countries!

The Nielsen Broadband Panel program was developed to assess Australian consumers’ Internet services and determine the status of broadband service performance across Australia.

They say knowledge is power! In fact, you're likely to know more about your connection than anyone else. By using the internet as you do every day, we invite you to make a difference and earn redeemable rewards points! You do not need to change anything you do, we do not monitor how you use the internet using the whitebox. Instead this is a set of automated tests designed to check performance, independent of how you use the internet. We will however ask, in the form of surveys, what your experience is like. This in turn will help improve and optimise internet performance across the network.

To ensure fair representation and accuracy in our data, we need to have equal coverage all over the country. If you fit our needs, we will send you a Whitebox at NO charge! All you need to do is plug it in and get tracking. To be eligible to sign up, all you need is:

  • A subscription to fixed Internet service over the nbn™ network
  • Some space next to your router for a Whitebox
  • Availability of a seat on the panel. What is a Panel? Panel is a smaller group that shares same traits- like gender, race, age and technology- as a larger population. We develop these panels to help us understand what’s happening in the larger population without having to interact with each and every person in the larger population individually
  • Additionally, panel members needs to be compliant of the program guidelines, by this we mean connecting your Whitebox, and engaging in panel activities (for eg. running speed tests and participating in surveys regularly)

Find out if you qualify for free enrollment here

The Whitebox tests a wide network and application-specific properties. These are:

  • Download speed - The download speed is the speed at which data can be transferred from the internet to your computer (measured in megabits per second Mbps)
  • Upload speed - The upload speed is the speed at which data can be transferred from your computer to the internet (measured in megabits per second Mbps)
  • Packet Loss – when data is sent over to a network it is broken down into “packets”. Packet loss is when a packet was unsuccessful in reaching their destination
  • Latency - is the amount of time it takes for a packet of data to travel to and from a server and your computer
  • Jitter - is when there is a time delay in the sending of these data packets over your network connection. It is different to latency in that there is more of a direct impact on the user experience due to a time delay
  • DNS - when going to a landing page, the DNS server translates the domain name into a computer friendly IP address. The test here involve how long it takes for the DNS infrastructure to make this translation
  • Website loading time – the time it takes to load a website This is based on automated tests run by the whitebox, it does not monitor the websites visited by users on the network
  • Video streaming, online gaming stability – with particular metrics of performance that are specific to video streaming and gaming as a form of jitter and volatility. These are tested with automatic tests to a gaming or video streaming server to understand performance.
  • We collect data from your home environment about your connected devices to understand how your internet performance may vary in a wireless environment using the WiFi. This will include devices that advertise their details such as hostnames, WiFi SSIDs, IP and MAC addresses. We collect summarised data from wifi and wired activity between your devices. We do not collect, analyse or view any content you are sending or receiving with your devices, the Internet destination or source other than information on speed performance initiated by a speed test at the device.

This is in order to understand the key metrics of internet performance and is based on a series of standardised automated tests measuring those metrics and is independent of how you are using your internet service.

You can learn more about SamKnows tests at the following pages

We will not be able to collect or see:

  • The websites you are visiting or viewing online.
  • Streaming or gaming services that you use.

The Whiteboxes don’t collect any information on how you use the internet or what you are using it for. We also do not collect any of your personal information, or information such as account passwords or banking information. We are not permitted to share specific details with our client (nbn) about our participants. In addition, nbn will not seek to re-identify any de-identified information and, thereby, reveal the participants’ identities

The Whitebox is programmed to execute background performance tests including download and upload speeds; response times; and tests that mimic user experience covering gaming latency, streaming video, website responsiveness and video conferencing. The Whitebox checks that your internet connection isn’t too busy before running its tests, to make sure the tests fairly reflect the internet connection’s performance.

For more information on the type of data being collected and privacy practices, please click on the links to read our Privacy Policy and Member Agreement

We combine the information that comes from our panelists with data and research tools from other sources. We use this information to perform research and to prepare reports and analyses.

The nbn™ network will continually evolve to help meet the needs of Australians. In order to meet this aspiration we need to understand how the nbn™ network is performing, where there is a need for infrastructure upgrades, stability and performance issues, as well as education programs to help improve the Wi-Fi experience at home; with the aim of the nbn™ network and their partners (such as Retail Service providers) providing a better experience.

There are many things that can impact performance of the network. This can be due to ongoing maintenance, unexpected outages, the way it was setup in your home, the technology infrastructure that supports a given area and whether that is enough capacity. Even the weather can have an impact on performance.

Nielsen and the Whitebox collect the information listed under “What does the Broadband Panel collect” which is then de-identified and passed on to nbn in accordance with the Nielsen privacy policy. Nielsen also collect your survey answers (including personal and sensitive information listed in Nielsen's privacy policy) which aims to understand more about your experience and needs. Your de-identified survey answers are also shared with nbn.

nbn uses the de-identified information that Nielsen provides to understand:

  • Internet performance
  • How you rate that performance; what you think about it, how you use it and what you need from it
  • and how your in home Wi-Fi setup impacts your internet experience

By way of example of how nbn might use the information as a result of your participation in having a SamKnows whitebox in your home and answering surveys, along with others in aggregate as part of this panel:

  • the surveys discover a significant amount of households are unsatisfied with their internet performance
  • upon further investigation, the internet performance is achieving what it should be up to the modem according to the whitebox measurement
  • Using the whitebox data, nbn then explores Wi-Fi access and speeds from user initiated speed tests, and discover a certain Wi-Fi router type is not optimal for the setup and is the cause of dissatisfaction
  • There are trends of many others having this similar scenario. We will not be able to go to a household as an individual (and tell you that there is an issue) as nbn see everything de-identified - but instead all this information is viewed in aggregate form to help nbn identify and make wholesale changes to the overall network, which in turn may improve your experience with the help of Retail Service Providers. This may include a marketing campaign to help educate how to improve their Wi-Fi performance, sent on mass with the help of Retail Service Providers

The information from all sources are de-identified and not linked to you as an individual when passed onto nbn, as such we are interested to understand the Australians' households like yours using services over the nbn™ network as a whole.

nbn™ won’t use any information to try and identify you as an individual, or try and contact you as an individual to improve your internet performance but instead will try to make holistic changes, such as changes in infrastructure and marketing campaigns to impact an aggregated group of customers that are experiencing similar issues.

At the moment it’s early days as we recruit this panel, but it’s growing every day for the nbn™ network to be confident and there are sufficient numbers behind the decisions we make. You’ll soon hear more and more about network upgrades, new initiatives to help improve performance of the network as a result of your and other panellist members participation. Hence your contribution in both the monitoring box and participation in surveys is critical. Ultimately this helps create a better network across Australia, and with your help we can create a better, stronger and more stable network that will continue to evolve in accordance with the needs of Australians.

Your demographic information allows us to analyse and report trends amongst particular demographic groups. None of your personal information or individual usage information will be shared with third parties, but rather, your usage behaviour data is combined with that of thousands of other panellists like you to provide aggregated insights to our clients. We care about your privacy.

Your information is protected and used as described in full in our Privacy Policy

Joining the Nielsen Broadband Panel won't cost you a thing and we will never ask for your credit card details. We thank you for your participation by offering rewards which can be redeemed for gift vouchers.

We're sorry to see you go! We do want you to participate in the whitebox program and answering surveys, but your participation in our research is at your discretion. Should you ever decide to stop participating, you may contact our helpdesk via our website by clicking on Contact Us at the bottom of the page. If you have already received the Whitebox, you must also return it to complete the opt-out process.

You may contact our helpdesk via our website by clicking on Contact Us at the bottom of the page. Alternatively, you can send an email directly to or call us at 1800-334-440.

The Whitebox is a dedicated device for measuring your internet performance. The Whitebox does not directly improve your internet. It provides information about the performance of your internet in the form of automated tests which are independent of what you are doing on the internet. This in turn helps our client understand performance and experience through the surveys, to help improve internet performance. For more information about what is collected please refer to the privacy policy and the section on what is collected in this FAQ.

24 cm (L) X 15 cm (W)* X 18 cm (H)

* Depending on the device model, some of the devices would be in the width of 32 cm

No, the Whitebox does not directly improve your internet.

The Whitebox is…

  • capable of highly accurate internet performance tests available
  • a trusted measurement unit that you can use to run realtime speed test to check your home internet performance, so you can be confident that you are getting the service you expect
  • A specially developed Test Kit, which is used by internet service providers and government regulators

The Whitebox is NOT…

  • a way to improve your internet speed or performance by itself
  • a replacement for your router and/or modem
  • a replacement for any other Wi-Fi access points in your home
  • a smart meter for energy and gas usage.

The Whitebox is easy to install.

If your device is black and have 3 aerials - Please refer to the installation instructions here or the installation video here

If your device is white and have 4 aerials - Please refer to the installation instructions here or the installation video here

No, the Whitebox should never interfere with your enjoyment of the internet! The Whitebox only runs tests when you're not online, or are using the internet at such a low level that running the tests won't make an impact. We'll hold off until you've finished that box office movie!

To test your broadband performance, the Whitebox uses some of your bandwidth while you’re not using the internet. It shouldn’t be using much of your data, but its data usage really depends on the test schedule your Whitebox is running. If you’re concerned your Whitebox is using too much data – particularly if you have data caps on your home broadband service – we will be happy to assist you

It is a tool for you to test your internet connection, whether at home or out and about - so your WiFi and 3G/4G data.

To thank you for being an active member of the Nielsen Broadband Panel, we offer you a points-based reward system. As long as you stay active, you will accumulate points which can be redeemed for gift vouchers from Coles, Woolworths, JB Hi-Fi, Myer, David Jones, Kmart, Caltex and many other stores (subject to availability). Just log into your Profile, go to Rewards to select the voucher you want to redeem. You will need to have at least 300 points before you start redeeming!

By joining this panel you have the chance to be rewarded for:

  • Registration
  • Installation of device and app
  • Monthly incentives for being an active member of the Broadband Panel
  • Quarterly bonus for running the RealSpeed test twice a month, completing the survey when sent to you and being active for 3 months
  • Entry to be the lucky winner of 10,000 points which is equivalent value of AUD 1000 in the monthly raffle just by being active, complete surveys for extra entries!

Eligibility Rules:

  • The device first connect for more than 15 calendar days before the raffle date. User set will be finalised on 27th of every month - Where First log is received before 12th of that month
  • Device connected and sent data log for at least 10 days in the respective month
  • One entry for each active panelist per month
  • One additional entry for each survey response completed on or before 25th of the respective month. If survey response was completed after 25th of the respective month, the additional entry will be applied for the next calendar month

Method: Randomly computer generated

Frequency: Every month

Raffle date: Every month- Starting from 27th Aug 2020

Number of winner: 2 panellists

Amount: AUD 1000 for each panellist (i.e. 10000 points)

Redemption: 10000 points will be added in the account ( for both the panelist. Panelist can place a redemption request as per the availability of the vouchers


  • Repeated winnings are allowed
  • The Prize is not transferable, assignable or refundable and cannot be substituted for cash

Winning panelists will be notified via the registered email address. First name and state will be displayed on the website and newsletter as well for the rest of the panel members.

Your chances of winning the raffles are based on the total number of valid entries that we receive each month. You receive entries by simply being active on the Nielsen Broadband Panel and completing the survey! We have 2 winners each month, and both will get an AUD 1,000 e-voucher!

During the Program's recruitment and registration process, you would have received multiple communication about the panel onboarding status. Nielsen periodically request that you participate in CX surveys administered by us, run a speed test using Whitebox, and gather any additional information that you voluntarily provide. We will share your rewards and raffle winner status via your registered email address. These types of communications are essential to maintain panel operations however if you wish you can opt-out of the non-mandatory communications listed below. If you wish to opt-out of all the communications then you have to opt-out of the complete panel and return the Whitebox back to Nielsen.

What kind of communication will I receive? Can I opt out of this communication and still continue to be part of the panel?
Nielsen support team will reach out to via phone/SMS/Email for panel engagement No
Onboarding status emails such as registration, T&C, etc. No
Device delivery emails (Delivery status) No
Incentive email (Points crediting, Raffle entry, etc.) No
CX survey (short survey once every two months) No
Bespoke survey (once every 4 months) No
Inactivity emails (Whitebox is disconnected for more than 3 days) No
Newsletter (once every two months) Yes
Promotional email (referral/announcement) Yes

If you wish to unsubscribe from all communications then you need to opt out of the Nielsen Broadband Panel by contacting our helpdesk by clicking on Contact Us

If you wish to unsubscribe from any promotional emails or newsletters, then you can select the opt-out/unsubscribe button within the emails you receive

Our support team will be happy to assist you. You may contact our helpdesk via our website by clicking on Contact Us at the bottom of the page. Alternatively, you can call us at 1800-334-440.