Preparing for an nbn® Fibre to the premises (FTTP) installation
Once you've checked you're eligible for connection, use the following steps to help ensure you have a smooth connection process and that you're getting the most out of your nbn full fibre service.
Steps to connect to nbn full fibre
There are five steps involved when getting connected to nbn full fibre via nbn Fibre to the Premises (FTTP).
The equipment you use, where you place it and how these devices are connected can impact your internet experience* with slower speeds or even drop-outs. For example, your Wi-Fi router should be in an open location where you use the internet most and away from interferences. It should also be compatible with at least Wi-Fi 5 or above to access nbn wholesale speeds of at least 100Mbps or above.
Ask your phone and internet provider about your existing set-up when you order an nbn full fibre plan. They may recommend you upgrade your existing equipment or purchase new equipment to ensure you're getting the best out of your new full fibre connection.
Note: an nbn full fibre installation includes free installation of nbn supplied equipment only.
Organising your connection starts with talking to a participating provider. Ask them about connecting to nbn FTTP and decide which plan best suits your needs. They'll organise an installation date with you, and then we'll take it from there.
To help ensure your installation goes smoothly, the following We’re Coming To Install Your Fibre. Here’s What To Expect video (duration 5:03) outlines what you can expect on the day.
Someone over 18 needs to be present, and you'll need landlord permission
Make sure someone over 18 years old will be present during the appointment as we'll need their consent and signature on where and how we can install the new equipment.
If you rent, ensure you have your landlord's permission for the installation as typically drilling, and sometimes digging, is involved.
We'll SMS you to remind you what to expect
In the lead-up to installation day, provided we have your mobile number, we'll send you up to four SMS to help you prepare for the installation, confirm your appointment, as well as let you know when we're on our way. In some cases, we may also give you a call prior to your appointment to discuss your installation with you.
Remember: nbn will never ask for remote access to any of your devices. If you'd like to reschedule your appointment, you'll need to contact your provider.
Please secure your pets, and keep your mobile handy
Please organise to secure any dogs or animals on the day to ensure our technicians have safe access.
It's likely we will need to turn off the power or internet for 30-60 minutes for health and safety reasons on the day - so ensure you have your mobile handy and charged in case of an emergency.
We'll be installing nbn equipment including: fibre cabling, an nbn utility box outside your premises, plus an nbn connection box inside your premises. The following What We’re Planning To Install And Where It Can Go video (duration 3:58) explains what you need to know about where we can and can't install these boxes:
A person over the age of 18 will need to be present for typically 2 to 4 hours
We'll need someone over 18 years old to be present for the entire installation process, which usually takes between 2 and 4 hours, but may take longer. We’ll need their consent and signature on where and how we can install the new equipment.
If we are unable to complete everything within a day, we'll organise to come back as soon as possible to complete the installation. In the meantime, if you have an existing nbn service, you can keep using it.
We may need to drill and dig, so landlord permission is required
Important things to know about the nbn connection box installation
A connection diagram showing the nbn utility box, nbn connection box, the Wi-Fi router and how these connect to each other. The utility box is supplied by nbn and installed outside of your premises. The connection box is also supplied by nbn and installed inside your premises. The router is supplied by your provider, or you can source one yourself, and is set up inside your premises. The connection box is connected by a fibre cable to the external utility box. The connection box is connected to the router by an Ethernet cable. Both the connection box and the router must be connected to a power outlet. Your Wi-Fi router connects to your devices.
Your new nbn connection box will need to connect to your Wi-Fi router so it is important to understand where it can be installed.
If you have an existing nbn connection, the new equipment may need to be installed in a different location and you may need to change the location of your current Wi-Fi router.
If we can't place the nbn connection box in your preferred location, there are a few options you can consider, at your own expense, such as providing your own fibre cable pathway.
Find out where we can and can’t install the nbn connection box and what your options are using the following link.
After the physical installation is complete, your provider will activate your new service and notify you. This might take up to a few business days depending on your provider, but don't worry, if you have an existing nbn service, you can continue using it in the meantime.
Once you're up and running, if you find your internet isn't as fast and reliable as you'd expect, it might be time to check your set-up. The following Getting Your Connection Up And Running video (duration 4:08) offers some useful tips to ensure your equipment set-up isn't holding you back from enjoying your new full fibre experience.
Check your Wi-Fi router is capable of at least Wi-Fi 5 or above in its settings.
Find a place for your Wi-Fi router in an open location where you use the internet most, and away from sources of interference like microwaves, fridges, big mirrors and other electrical motors.
How your property is built and designed can have an impact on the strength and reliability of your Wi-Fi signal, which can result in areas with low speeds or even drop-outs as you move around your premises.
For larger properties, a Wi-Fi mesh system can help expand your Wi-Fi coverage. You could also engage a registered cabler to install Ethernet cabling to physically connect devices such as Wi-Fi access points, work computers, gaming consoles or TVs to optimise their performance.
Ensure your connected devices (e.g. your TV, laptop or gaming consoles) are compatible with at least Wi-Fi 5 or above. Otherwise they could be holding you back from experiencing the speeds that both your nbn speed plan and Wi-Fi router are capable of.
If you need support with your equipment set-up, chat with your provider or an electronics retailer.
Resources
NEED HELP?
nbn is a wholesaler, so in most cases you'll need to speak with your phone and internet provider if you have a query.
When to contact your provider
- If you need help understanding if your existing equipment is compatible with your new nbn full fibre (FTTP) plan.
- To reschedule your nbn full fibre installation appointment.
- If you have any questions or concerns about your nbn full fibre installation, or activation of your plan.
- If you're having issues with the performance of your new nbn full fibre plan once it's been activated, and have already checked for outages on the nbn outages page.
- To change your nbn speed plan.
- To report missing nbn equipment.
- To report a missing or incorrect address.
When to contact nbn
- To report damages to property or nbn equipment.
- If you need to relocate or remove any existing nbn supplied equipment within your premises.
- Remember: nbn supplied equipment is the property of nbn. If you move, you can't take it with you as it may not work at your new address.
More information and assistance
Would you like to learn more? Check out our list of frequently asked questions.
* Your experience, including the speeds actually achieved over the nbn network, depends on the nbn network technology and configuration over which services are delivered to your premises, whether you are using the internet during the busy period, and some factors outside our control (like your equipment quality, software, broadband plans, signal reception and how your service provider designs its network).