About the upgrades
As part of our commitment to continually improve Australia’s digital infrastructure, we are performing maintenance and upgrade activities on the nbn® Hybrid Fibre Coaxial (HFC) network.
As part of this upgrade process, we will be replacing parts of the network with next-generation technologies to support Australia’s growing demand for data.
These improvements are designed to deliver a more reliable nbn experience that will serve you today, tomorrow and into the future.
What to expect
To minimise ongoing disruption, we’ve carefully planned the upgrade schedule.
There are two types of upgrade windows; a 5-day window and a 10-day window. In order for nbn to complete the upgrade activities, there may be periods of time during these upgrade windows when parts of the nbn network are offline and temporary interruptions to nbn services are experienced.
Upgrade work will usually occur on weekdays from 7am-7pm. In rare instances, night works (i.e. from 7 pm to 7 am) and weekend works could occur. We’re working closely with internet providers to provide impacted customers with planned outage information ahead of time.
Summary of the 5-day upgrade process our nbn technicians will be carrying out
- Day 1: You will experience intermittent outages during the morning window, with at least one 30-minute outage. Best efforts will be made to keep nbn services online after 3pm, to minimise disruption.
- Days 2-3: Impacts to general internet usage will be minimal. If you are using video conferencing, you may experience service dropouts during this time.
- Days 4-5: Most customers will see their service be active again by this point. Final testing across the network will be conducted to ensure the network is performing to expectation.
Summary of the 10-day upgrade process our nbn technicians will be carrying out
- Day 1: You can expect a longer outage, in worst cases 3–4 hours, most likely in the morning. Your internet will be offline during this time. It is advised that you should make alternative arrangements on this day if possible. Best efforts will be made to have services back online by 3pm.
- Days 2-5: You may notice one or two shorter service interruptions, around 45 minutes on each day. You should consider having a backup connection or making alternative arrangements.
- Days 6-7: Impacts to general internet usage will be minimal. If you are using video conferencing, you may experience service dropouts during this time.
- Days 8 to 10: Most customers will see their service to be active again by this point. Final testing across the network will be conducted to ensure the network is performing to expectation.
We know how important staying connected is to Australians, and we’re working hard to complete these upgrades as quickly as possible so that you can get back to doing even more great things online.
Keeping you up to date
We’re committed to keeping you informed and we’re working closely with internet providers to provide you with planned outage information ahead of time. You will receive a letter from us if you are within the upgrade area before we plan to commence upgrade and maintenance activities. This letter will provide the days we plan to be in your area, including any planned outage windows so you can be prepared.
You can also find information on planned outages scheduled to begin within the next 10 days on our network status and outages page.
Make the most of the upgraded network
To enjoy the full benefits of the enhanced nbn HFC network, consider reviewing your nbn speed plan and checking your internet setup to see whether they meet your needs.
Check your internet set up
These network upgrades will help provide customers with a more reliable nbn experience and with the right internet setup and plan, you’ll have the power to do more.
Tips for getting the best out of your nbn experience:
- 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.
- To improve the Wi-Fi signal coverage in your home, position your Wi-Fi router in an open, uncluttered area and as close as possible to where you use the internet most.
- Connect key devices via an Ethernet cable for maximum speed and stability.
- Check if your connected devices (laptops, smart TVs, etc.) support the latest Wi-Fi standards.
For more information, visit our optimisation hub.
Check if you're on a speed plan that suits your needs
Consider if the nbn plan you’re currently on is adequate for your household’s internet usage (e.g. number of devices in use at once and types of activities). Your internet provider will be able to help.
Need help or have questions?
If you have any questions about how these upgrades may affect your service, or if you need support during the upgrade period, please contact your internet provider.
If you continue to experience issues with your nbn HFC connection after an upgrade window (typically from 7 am to 7 pm on weekdays), your provider will be able to help troubleshoot the issue with you.
Frequently asked questions
These upgrades are part of our commitment to continually improve Australia’s digital infrastructure and will better support an increasing demand for data, now and into the future.
By replacing parts of the network with next-generation technologies and providing additional network capacity, we expect customers to be able to enjoy a more reliable nbn experience, even when multiple people are online at the same time
To minimise ongoing disruption in your area, we’ve carefully planned the upgrade schedule. There are two types of upgrade windows; a 5-day window and a 10-day window. Upgrade work will usually occur on weekdays from 7am-7pm. This is our typical upgrade window. Night works (i.e. from 7 pm to 7 am) and weekend works are expected to be rare. nbn services are only expected to be interrupted during the upgrade window.
Once the upgrade works in your area are completed, we expect that you’ll begin to experience the benefits almost immediately.
We know how important staying connected is to all Australians, which is why we’re working hard to complete these upgrades as quickly as possible. During this time, there may be short periods when parts of the nbn network are offline, resulting in temporary interruptions to your service.
We’re working closely with internet providers to provide planned outage information ahead of time so they can help keep you informed along the way. You may also receive a letter in your mailbox from us before we plan to commence upgrade activities in your area. This letter will provide the days we plan to be in your area, including any planned outage windows so you can be prepared.
If you work from home, we recommend having a backup connection or making alternative arrangements on the days when the upgrades are taking place in your area.
If your business relies on a stable internet connection, we recommend speaking with your internet provider to discuss options that can help you stay connected during the upgrade period. While most outages are brief, planning ahead can help ensure your operations continue to run smoothly.
Upgrades are being rolled out across parts of Sydney, Melbourne, Brisbane, Adelaide, and Perth. If you’ve received a notification from nbn or your internet provider, it means your area is scheduled for upgrade activities.
Typically, no, as we’ll only be performing maintenance and upgrade activities to the local network infrastructure in your area. However, in some cases, our nbn technicians may need to access the outside or inside your premises to repair or replace existing nbn equipment.
If you’re not home on the day or we have any access issues, our nbn technician will leave a card at your premises with next steps. nbn technicians will always be wearing a uniform and carry nbn ID badges, so you can easily identify them when they arrive.
Once the upgrade works in your area are complete, we expect that you’ll begin to experience the benefits almost immediately.
If your nbn connection is not performing how you’d expect, we recommend checking your internet setup. Learn more on our optimisation hub.
If your service still isn’t working as you would expect it to, your provider will be able to help troubleshoot the issue with you, and discuss your internet needs, including whether your speed plan is right for you.
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