What's involved in the installation process

For eligible locations

Customers on nbn® Fibre to the Node (FTTN) or nbn® Fibre to the Curb (FTTC) technologies in selected areas may be eligible to upgrade to nbn® Fibre to the Premises (FTTP) with a plan based on our wholesale higher speed tiers1.

Additional work will be required to install new nbn® equipment inside and outside of the premises to complete the upgrade. Below we have put together a quick breakdown as to what’s involved in the installation process. Your nbn® FTTP provider will book in the required appointments with an nbn® approved technician to begin the upgrade.

Temporary service interruptions during the process

As we are working with a live network, there could be temporary service interruptions during the pre-installation visit and installation appointment. For locations currently connected to nbn® FTTC, there may be a planned outage of around 30 minutes on the day while the technician works on the infrastructure on the street that connects your premises. Your original provider will let you know if this is the case.

Pre-installation visit

Here the nbn® approved technician will assess the outside of your premises. This will help us to identify any obstacles early and prepare for your upcoming installation appointment.

The technician may find that additional pre-installation work is needed. Our aim is to either return before your scheduled installation appointment or complete the work during the installation appointment. Your nbn® FTTP provider will advise if any changes to your appointment are required.

What to expect during the pre-installation visit

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In most cases, this visit will take on average between 45 minutes to 1.5 hours. Please keep in mind that complex connections may take longer.

You, or an authorised person over the age of 18, do not need to be present for this appointment.

If you’re renting, make sure that you have the landlord or property manager’s verbal or written permission before the visit. The technician may need to do work that will need approval – such as drilling into the property walls.

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Activities performed by the technician includes:
  • A review of the external nbn® infrastructure on the street and civil works
  • Non-invasive construction activities
The technician may request to do some installation on the premises, so that there’s less to do on the activation day (if you’re present and with your consent).

Installation appointment

The nbn® approved technician will arrive to install the nbn® equipment inside and outside your premises. You, or an authorised person over the age of 18, will need to be present during the installation to give the technician both internal and external access to your premises.

If you're renting

Make sure that you have the landlord or property manager’s verbal or written permission before the appointment. The technician may need to do work that will need approval – such as drilling into the property walls.

What to expect during the installation appointment

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In most cases, this appointment will take between 3 to 4 hours. Please note it could take longer for complex connections.
 
You, or an authorised person over the age of 18, need to be present for this appointment.
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Activities performed by the technician includes installing and testing of the nbn® equipment inside and outside your premises. 
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The technician will advise on the best location to install the nbn® connection box inside your premises. You can speak to the technician about your options.

Once we're done

The technician will test that the nbn® equipment has been installed correctly before they leave, so that it's ready for your nbn® FTTP provider to finalise the connection of the new nbn® FTTP service.

You will need to connect to the new nbn® connection box by using an Ethernet cable and a compatible modem. Once this is done, you can connect all your internet enabled devices including your nbn® compatible phone, gaming consoles, Pay TV set top boxes and streaming devices.

Most nbn® compatible modems will work across different technologies. Your nbn® FTTP provider can help you to check the compatibility of your existing modem with your new nbn® FTTP connection, troubleshoot any issues and identify any new connection devices you may need.

In general, it's best to have your Wi-Fi modem in a central location to ensure you get maximum coverage.

Don't forget to cancel your original nbn® plan

We recommend checking with your original provider that your plan on the original nbn® technology (nbn® FTTN or FTTC) has been cancelled, so that you can avoid being charged for services on both technologies.

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More information and assistance

Would you like to learn more? We have a list of handy frequently asked questions.

Important notes

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Conditions, eligibility criteria and costs will apply – please speak with your preferred provider. Eligibility criteria includes among other things, being designated by nbn as a simple premises and placing an order for an nbn® powered plan based on an eligible wholesale speed tier. Additional costs may apply to providers, who may choose to pass this charge onto their customers.