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).
A great nbn experience starts with a great setup.* To take full advantage of the speed and reliability of your full fibre connection, check the equipment you use, where it’s positioned and how it's connected.
The Wi-Fi generation of your router could also influence the speeds you experience on your nbn plan. If your Wi-Fi router is more than five years old, you may want to consider your internet setup, and whether it’s still suitable for your needs.
If you are looking to upgrade your Wi-Fi router, you may want to consider ensuring it is capable of at least Wi-Fi 6. Remember, other factors including the age and number of your devices will also impact the speed you receive.*
Visit the Optimisation hub for more information or ask your phone and internet provider about your existing setup when you order an nbn full fibre plan.
Note: an nbn full fibre installation includes free installation of nbn supplied equipment only. Customers may need to upgrade some of their devices, improve their home/office set-up, or do some cabling work to get the most of their new connection.
Organising your connection starts with talking to a participating provider. Speak to them about connecting to nbn FTTP if you’re eligible#, decide which plan best suits your needs, and also if your Wi-Fi router is suitable for your plan.
They'll then arrange a suitable time with you for a nbn technician to come out and install the necessary equipment.
To help ensure your installation goes smoothly, the following We’re Coming To Install Your Fibre. Here’s What To Expect video (duration 5:58) outlines what you can expect on the day.
Landlord permission is required
If you’re renting, make sure you have your landlord’s permission before installation day. Installing nbn equipment typically requires drilling and sometimes digging.
Someone over the age of 18 needs to be present on the day
In order to install nbn equipment, someone over the age of 18 is required to be present for the entire appointment. We'll need their consent and signature on where and how the new equipment can be installed.
Secure your pets
To ensure our technician has safe access to the premises, please ensure all pets are secured on the day.
Prepare for power and internet outage
For health and safety reasons, we may need to temporarily switch off the power and internet for 30-60 minutes on the day. Please keep your mobile phone handy in case of an emergency.
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 confirm your appointment, to help you prepare, and to notify when the technician is on their 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.
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 4:46) 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 the appointed timeframe, 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.
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. Typically this will happen on the same day as the installation but could take longer 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 equipment set-up. The following Getting Your Connection Up And Running video (duration 4:33) offers some useful tips to help ensure your equipment set-up isn't holding you back from enjoying your new full fibre experience.
Check your Wi-Fi router compatibility and location
The Wi-Fi generation of your router could also influence the speeds you experience on your nbn plan. If it is more than five years old, you may want to consider your internet setup, and whether it’s still suitable for your needs.
If you are looking to upgrade your Wi-Fi router, you may want to consider ensuring it is capable of at least Wi-Fi 6. Remember, other factors including the age and number of your devices will also impact the speed you receive.*
Visit the Optimisation hub for more information, or ask your phone and internet provider about your existing setup when you order an nbn full fibre plan.
Improve your Wi-Fi signal strength
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.
Check your connected devices and their compatibility
If your connected devices (e.g. your TV, laptop or gaming consoles) aren’t compatible with at least Wi-Fi 6 or above but your router is, then each device may be limited in the maximum speed it can achieve. This means, you may not be able to take full advantage of the nbn speed plan you are on.
If you need support with your equipment setup, visit the Optimisation hub for more information, or speak 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).
# Conditions, eligibility criteria and costs may apply, please speak with your preferred provider. Eligibility criteria may include among other things placing an order for an nbn powered plan based on an eligible wholesale speed tier..