For some new nbn installations, a technician will be required to install new equipment and complete the work required to connect you to the internet.

How will I know if I need an appointment?

If a technician is required, we'll let you know by email & SMS as soon as we know.

Can I choose a specific date for the appointment?

The date of the appointment depends on the availability of the technician and the earliest available date possible. The appointment windows are generally either morning (8-12) or afternoon (1-5). Once we send you a confirmed time.

What if I require an appointment outside of business hours?

In some cases, it is possible to have an appointment on the weekend or outside of business hours. If this is required, we can attempt to reschedule the appointment with you on the telephone. Please notify us at least two business days before your installation date if a change is required. If you receive a communication from nbn regarding the appointment, you may be able to reschedule to a more suitable time.

Can I have someone attend the technician appointment on my behalf?

Yes, as long as they are 18 years or older and English speaking, as they may need to communicate with the technician.

Can I change the date of the appointment?

It is possible to reschedule the appointment to a more suitable time. Please follow the instructions in the email we've sent you with the appointment details, or contact us to reschedule over the phone.

Is the appointment time guaranteed?

All appointments have a four-hour window and the technician is expected to arrive. While most of the appointments are completed within the appointment window, there are some instances where a technician can also be held up with previous appointments or not able to come due to bad weather conditions or other reasons out of their control.

What do I do if my technician is a no-show?

If it has more than an hour after the appointment window, we suggest calling our onboarding team on 1300 963 837 for an update. In some cases, the technician can complete the installation at your local exchange or in the street without needing to make contact.

Why did the technician reschedule the appointment date?

There are unavoidable cases such as extreme weather conditions, unplanned outages, immediate repairs of nbn facilities, technician illness, that will result in missed appointments from nbn.

When this happens, nbn will reschedule your appointment to the next available date and time.

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 Developments Charge or Subsequent Line fee (if you choose to install on a second line). These charges will be discussed with you before the appointment and will require your authorisation before we proceed.

What happens during a technician appointment?

There are two reasons for a technician visit:

  • Service Installation

  • Service Fault

In case of unsuccessful self-install, a technician is required to connect your NBN service and may need to access your premise. This may involve testing your wall outlets, installing equipment for your new service, and testing your internet connection within the premises and outside the premises.

What happens after a technician appointment?

Shortly after the technician completes the install and once nbn informs us that the order has been completed, we'll send you a completion notification by email and SMS.

Generally, after the technician completes the installation your service will be ready to use. If you're using a SpinTel-provided modem, you'll just need to connect the modem using the provided instructions. If you're using your own modem, check your email for the required username and password to configure your modem.

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.

The technician advised I need a 'Lead-In'

A Lead-In is a physical cable 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.

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.

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