Once you’ve selected your preferred provider for services over the National Broadband Network (NBN) and signed up for a plan that suits your needs, your provider will work with NBN Co Ltd (NBN Co) on your behalf to arrange the installation of your service.
If you’ve changed your provider, you should only cancel your existing phone and internet services after your NBN services have been successfully connected.
Know what technology you will get
The NBN is being rolled out using a multi-technology mix. The type of technology that will connect you to the NBN will depend on your location.
Ask your provider what type of technology you will receive, or enter your address into the check my address tool on the NBN Co website.
The types of fixed-line technology available are:
- Fibre to the Node (FTTN)
- Fibre to the Building (FTTB)
- Fibre to the Curb (FTTC)
- Fibre to the Premises (FTTP)
- Hybrid Fibre Coaxial (HFC)
If you’re in a regional or remote area, you may have fixed wireless or satellite connections.
FTTN and FTTB connections
Your provider should give you a VDSL2 compatible modem. Set it up following the instructions provided.
If you already have a modem, ask your provider if it’s compatible with the NBN.
FTTC Connections
You will receive a NBN Co Connection Device (NCD) from NBN Co. Set up the NCD by following the instructions provided by NBN Co. Your provider should also give you a network compatible modem which connects into the NCD. This should be set up by following the instructions given by your provider.
FTTP, HFC, fixed wireless and satellite networks
Your provider will organise for an NBN Co-approved installer to install the equipment at your home. A person aged over 18 years will need to be home for the appointment. Talk to your provider if you have any questions.
What to expect on installation day
Be prepared for a small interruption to your service as it is switched to the NBN. Consider having an alternative service available, such as a charged mobile phone.
What happens on installation day depends on the technology used to connect your premises. Your provider will be able to explain the process to you in detail.
Your role on connection day
Following your connection to the NBN, test all of your services to confirm they are working as expected. Contact your provider if you experience unexpected or prolonged disruptions to your services during or after the connection process.
Unexpected issues getting you connected
Some premises may have unique connection requirements, meaning they can’t connect to the NBN straight away.
NBN Co aims to make these homes and businesses serviceable as quickly as possible and will make best efforts to provide an estimated timeframe for connection.
In some cases customised work may be needed and NBN Co will be able to provide an indicative date for the works to be completed.
Your provider will be liaising with NBN Co on your behalf so check with them if you have any questions.
If your premises requires further work before connection:
- Continue to use your previous services or talk to your provider about arranging an interim service until your connection issues are resolved.
- Your provider should keep you updated and informed about any appointments needed to resolve connection issues at your home.
Once NBN Co has completed the additional works and your home or business is ready to connect, you will be able to complete your order through your preferred provider.
Resources
- Read about regulatory measures to improve the NBN consumer experience
- Download the NBN Co Connect kit (PDF 1293 KB)
- Migration Assurance Framework—sets out the agreed roles and responsibilities of the telecommunication industry for a seamless transition to the NBN
- ACCC media release: Watch out for NBN scams
Fact sheets
Getting ready to connect to the NBN
Published 20 May 2020
Download Getting ready to connect to the NBN PDF (225.71 KB)
Download Getting ready to connect to the NBN DOC (139.96 KB)
Your current telephone and internet services will not be switched to the NBN automatically. Read about what steps you need to take to prepare for your switch to the NBN.
Connecting to the NBN
Published 20 May 2020
Download Connecting to the NBN PDF (232.89 KB)
Download Connecting to the NBN DOC (140.11 KB)
Once you've selected your preferred provider for services over the NBN and signed up for a plan that suits your needs, your provider will work with NBN Co Ltd on your behalf to arrange the installation of your service. Read more about what to expect when connecting your home to the NBN.
Getting assistance with your NBN service
Published 20 May 2020
Download Getting assistance with your NBN service PDF (167 KB)
Download Getting assistance with your NBN service DOC (137.7 KB)
If you have a concern or complaint about the installation, connection, repair or operation of your internet or phone services provided over the NBN, you should contact your service provider. Read more about how to get assistance with your NBN service.
Medical alarms, autodiallers and emergency buttons
Published 20 May 2020
Download Medical alarms, autodiallers and emergency buttons PDF (197.54 KB)
Download Medical alarms, autodiallers and emergency buttons DOC (138.26 KB)
Medical alarms, autodiallers and emergency buttons that use a fixed line connection need to be migrated to the National Broadband Network, or an alternative operating platform, before your existing service is disconnected. Read about how to register your details on NBN Co’s Medical Alarm Register.
Power outages and the NBN
Published 20 May 2020
Download Power outages and the NBN PDF (180.62 KB)
Download Power outages and the NBN DOC (138.03 KB)
Equipment connected over the National Broadband Network will not work during a power outage. Read about how to plan for power outages and emergencies.
Your home phone and the NBN
Published 20 May 2020
Download Your home phone and the NBN PDF (238.92 KB)
Download Your home phone and the NBN DOC (141.35 KB)
The National Broadband Network (NBN) is a major upgrade to Australia's national telecommunications infrastructure, and will deliver fast broadband to all Australian homes and businesses. In NBN fixed line areas, if you only use a landline telephone service without internet (known as a 'voice only' service), you need to move this service to the NBN.
Frequently asked questions
In the unlikely event of a missed appointment, contact your provider who should be able to provide an explanation for the missed appointment and re-schedule.
Standard NBN installation is free of charge. This applies during the 18 month period after the NBN is declared ‘ready for service’ in your area.
Additional charges may apply if your home or business requires upgrades to wiring or cabling or if you want a non-standard installation.
Ask your provider if there will be any additional fees or equipment needed to connect your premises to the NBN. Some providers offer a professional installation of their equipment, which may incur charges.
Following installation, if you have any questions about your NBN service you should first contact your phone and internet provider. Your provider is best placed to resolve your queries about the installation, activation and performance of your service.
If you’re dissatisfied with the response, you can raise a complaint with the Telecommunications Industry Ombudsman (TIO) on their website or by calling 1800 062 058.
The TIO is a free and independent dispute resolution body for consumers with unresolved complaints about their phone or internet services.