Note to self: eligible HFC premises can self-install
Let’s face it, no one wants to wait around at home or work for an appointment if they can avoid it.
So, to help make it easier for customers to get connected to the nbn™ broadband access network, eligible premises within our Hybrid Fibre Coaxial (HFC) footprint can now request to self-install their HFC nbn™ connection box.
Offering a more convenient experience for those customers, opting for self-installation may mean that phone and internet providers no longer need to schedule an appointment for an nbn™ technician to attend. Instead, those customers can complete the installation at a time that suits them.
“Launching self-installations for HFC is part of our commitment to put the customer first to help ensure a hassle-free experience for them, as well as for phone and internet providers,” says Alice Brook, HFC Product Manager at NBN Co.
HFC self-installations are currently available to a smaller number of premises as part of a limited volume trial – to allow for close monitoring of the initial results – before scaling up by the end of November 2019 to all eligible HFC premises.
It follows the successful launch of the self-installation option for eligible premises within NBN Co’s Fibre-to-the-Curb (FTTC) footprint – as well as testing for HFC – where a self-installation was confirmed as the installation method preferred by customers.
“We’ve now launched self-installs for eligible premises across both our FTTC and HFC technologies to help minimise the need for appointments,” says Moj Salehi, Executive Manager FTTC at NBN Co.
“This helps pave the way for NBN Co’s customer-led focus, as we strive to help ensure that connecting to a high-speed broadband service over the nbn™ access network is a simple and seamless experience for Australians.”
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Self-installations are also available for existing, eligible customers connected to the nbn™ access network where the HFC nbn™ connection box needs to be swapped out to meet the new DOCSIS 3.1 specifications.
In the event that self-installation isn’t successful, customers can contact their phone and internet provider to request an appointment for an nbn™ technician to attend to complete the install.