Everything you need to know about your nbn™ installation appointment

Sales and New Connections

Some connections require an nbn™ technician to visit your property to complete the installation of your service.

What is the installation appointment?

Your installation appointment is when an nbn™ technician comes to your home to complete any physical work, or install any equipment, that is required for your connection to be activated.

You can choose where equipment is installed in your home - if your preferred locations are unsuitable, the technician must explain this to you, and help you choose the best alternative.

How will I know if I need an appointment? 

We'll let you know via email & SMS if an appointment is required, and include

  • If someone over the age of 18 needs to be home
  • The date of the appointment
  • The time (a 4-hour window is provided)

Can I request a specific time?

Depending on nbn™ technician availability in your area, appointment windows are either AM (8-12) or PM (1-5) for those appointments where you need to be home.

Out of business hours appointments can be requested but will incur an additional cost from nbn™.

Can I change the date of the appointment?

We always provide the earliest date available - if it's not suitable, you can choose a later date for the appointment by jumping on our live chat ,  and choosing a new time with one of our team.

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Why did the technician reschedule the appointment date?

Situations including technician illness, serious weather conditions, instances where our facilities have been damaged or need repairs, or scheduling conflicts with other technician appointments can result in missed appointments from nbn™.

If your appointment needs to be rescheduled, we will schedule the next available time & date on your behalf. The next available appointment is dependent on technician availability in your local area.

Is there a charge?

There are no costs for having a technician installation appointment. You may need to pay a new development charge, or subsequent line fee, but we'll ask for your authorisation on these charges before proceeding with your order and any installation appointments.

What happens after the technician visit?

After the technician has completed the installation, you can expect to be connected within the next business day.

Look out for our activation email & SMS, which will let you know when you can plug in your modem and start using the service.

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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