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Connecting to the NBN

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:

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

Fact sheets

Getting ready to connect to the NBN

Published 20th May 2020

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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 20th May 2020

Download PDF (232.89 KB) Download 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 20th May 2020

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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 20th May 2020

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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 20th May 2020

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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 20th May 2020

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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.