How and When to Contact nbnco for Assistance
Estimated Reading Time: 2 MinutesIf you need help with your nbn® service, it’s important to know whether to contact SpinTel or nbn directly.
SpinTel can assist with most service-related enquiries, including connection issues, outages, billing questions, appointment scheduling, and damaged or missing nbn® equipment.
In some situations — such as property damage, contractor conduct complaints, or safety hazards — you may need to contact nbn directly.
The FAQs below explain who to contact and how to report common nbn-related issues.
What should I do if my nbn® connection box is damaged or missing?
If your nbn® equipment — such as the connection box (NTD) — is damaged, missing, or not working correctly and it is affecting your service, please contact SpinTel on 1300 303 375.
SpinTel will work with nbn on your behalf to help resolve the issue.
When should I contact SpinTel instead of nbn?
For most service and connection issues, SpinTel should be your first point of contact.
Contact SpinTel for enquiries relating to:
- Connection delays
- Network outages
- Slow speeds or dropouts
- Address or installation details
- Billing enquiries
- Appointment scheduling
- Missing or damaged nbn® equipment
Contact nbn directly only for matters such as:
How do I report damage caused by an nbn contractor?
If an nbn contractor has damaged your property or behaved inappropriately , you can submit a complaint via the nbn website or call 1800 687 626.
How do I report a safety issue related to nbn® equipment?
If there is a health or safety hazard — such as exposed cables, sparking devices, or serious equipment damage — report the issue via the nbn website or call 1800 687 626.
To report urgent safety hazards by phone, select:
- Option 1
- Option 4
- Option 2
Can I lodge a complaint with nbn about installation workmanship or safety?
Yes. If you are unhappy with the quality of an installation or have concerns about the safety of nbn® equipment, you can lodge a complaint through the nbn website or call 1800 687 626.
What information should I include when submitting a complaint to nbn?
To help nbn investigate and resolve your issue more efficiently, include:
- Dates of relevant events
- The full address where the issue occurred
- A clear description of the issue
- Your preferred resolution
- Any supporting evidence, such as photos, documents, or receipts
How can I relocate or remove existing nbn® equipment?
If you are renovating, demolishing, or moving premises and need to remove or relocate nbn® equipment — such as the connection box or cabling — visit the nbn relocation and removal page for detailed instructions.
