What is the installation appointment?

In some areas, nbn will require a technician to come to your premise to install the nbn box and complete any physical work to connect you to the internet.

You may request to the technician where you want the box to be installed and he will asses if feasible and will explain this to you or find alternative placing of the box.

How will I know if I need an appointment?

After you place the order we will evaluate the need for an appointment and will notify you via SMS and email.

Is there a specific date and time I can choose?

The installation will solely depend on the availability of the technician and the earliest available date possible. The appointment windows are either morning (8-12) or afternoon (1-5)

What if i require a time outside of business hours?

As this is not the usual cases, we can request for availability but we do not guarantee it, please notify us at least 2 business days before your original install date. If the nbn technician calls you, you may make a direct arrangement and that will be decided by the technician.

Alternatively, you can have someone at least 18 years old or above to attend to the technician on your behalf.

Can I change the date of the appointment?

The date provided is always the earliest, if this do not suit your schedule, we can request for a later date. You can start chatting with us to make the change or you can check your appointment email and click the reschedule the appointment.

Why did the technician reschedule the appointment date?

There may be unavoidable cases such us extreme weather conditions, unplanned outages, immediate repairs on nbn facilities, technician illness that will result in missed appointments from nbn.

When this happens, we will reschedule your appointment to the next available date and time, this however will depend on the availability of the nbn technician.

Is there a charge?

We do not charge a fee for the installation, but in some areas, we may require you to pay a new development charge or subsequent line fee. These charges will be discussed to you prior to the appointment and will require your authorisation before we proceed with the installation.

What happens after the technician visit?

Once the technician completes the install, a completion notice will be sent to us and expect your service to be completed the next business day or earlier. Check out your email and SMS for the completion notice and when you can plug in your modem.

The technician advised I need a 'Lead-In'

A Lead-In is a physical connection between your home and the nbn network at your property’s boundary. A Lead-In is usually installed underground unless aerial cabling is already being used within the street. You may need a new Lead-In if you’re connecting a new phone or internet service, and your home:

  • is new
  • has been renovated
  • has been demolished and rebuilt
  • has never had a phone or internet connection before.

It will also depend on the type of technology nbn co is going to use to connect the nbn network to your address. In some cases, it may not require cabling direct to your home.

Note: A missing Lead-in would require a private technician (organised by the property owner) to have a lead in installed prior to nbn technician installation.

The technician wasn't able to complete the installation

In rare cases, the nbn™ network cannot be rolled out completely to a property - this is known as a 'network shortfall'.

A network shortfall is usually due to infrastructure work to be completed by the nbn before a property can be connected to the nbn network. We'll keep you up to date throughout the process and let you know of any appointments scheduled on your behalf.

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