Service available: 13 FAQs answered

Keen to connect but having trouble despite being in a ‘service available’ area? We’ve got the answers to your questions about connecting to our network.

So you’re keen to connect to the nbn™ broadband access network and have checked your address. Yet, despite being in a ‘service available’ area, for some reason you still can’t get connected.

Here, we answer the most commonly asked questions to help you understand what’s happening.

Service available but not Ready to Connect

1. On your rollout map, my area is showing as ‘service available’ but I can’t connect. Why?

If your area is showing 'service available', but you’re not yet able to connect, we may have identified an issue during construction that means additional work is needed at your premises before you can connect.

The type of work required can vary, so we recommend registering your address on our website for email alerts.

Single-Dwelling Unit vs Multi-Dwelling Unit

2. Why are all the houses in my area connected, but my Multi-Dwelling Unit has to wait?

Generally, Single-Dwelling Units (SDU), or the average home, are more straightforward to connect than Multi-Dwelling Units (MDU).

This is because MDUs require additional work, including our teams liaising with a body corporate, owners’ corporation or strata management, alongside the more extensive cabling usually needed to connect MDUs to the nbn™ access network.

Purple map, red service

3. Your rollout map shows me within the purple (service available) area, but I can’t connect. Isn’t this false advertising?

It’s important to understand the meaning of the purple shading on our rollout map.

Purple indicates an area where most premises should be able to connect to services over the nbn™ access network, however some premises may need additional work to be completed first. To stay up to date with news about your address, we recommend registering for email updates.

Reasons for change of date

4.Why has the date for my area changed, and what work still has to be done?

The change of date in your area can be due to many reasons that may include: the complexity of the area; necessary changes in access technology; the capacity of NBN Co’s delivery partners; or the condition of the existing infrastructure.

It’s also possible that we may have identified that additional work is needed in the area so that, once live, we can provide access to services over the nbn™ access network.

We recommend checking your address on our website and registering for email alert updates. 

Missing on the map

5. My address isn’t shown on the map. What do I do now?

This depends on whether your premises is pre-existing or newly built.

For pre-existing premises, if the nbn™ access network build is still underway, your address will automatically update when the area goes live. If your area can already connect to services over the nbn™ access network and you still can’t see your premises on the rollout map, please contact your preferred phone and internet provider so they can lodge a missing address request with us.

For newly-built premises, check with your builder or developer to ensure a new development application has been lodged.

Technology type

6. Why have I been given this nbn™ access network technology type over another?

We plan and design the nbn™ access network on a best-fit logic across Australia. This means we match the ideal technology type to each area.

So, there are many reasons why you might be receiving a particular nbn™ access network technology type. It could be to do with factors including your location, the condition of the existing infrastructure in your area, or the time it takes to get you connected.

Paying to connect or change

7. Can I pay to get the nbn™ access network sooner, or can I pay to change my technology type?

While you’re unable to pay to connect to the nbn™ access network sooner, rest assured, we’re working hard to get you connected as soon as possible.

You may, however, be eligible to change your nbn™ access network technology type. To find out more, visit our Technology Choice Program page.

Same street, different access technologies

8. Half of my street is on one technology type so why am I on another?

Just as we plan and design the nbn™ access network on a best-fit logic across Australia, we also do this at street level.

There are instances where a different access technology is later determined to be a better fit than what might have originally been planned.

We recommend registering your address on our website for email alerts to stay up to date. Your premises may also be eligible to change technology type as part of our Technology Choice Program.

New development receiving Fibre-to-the-Premises

9. A new development nearby is receiving Fibre-to-the-Premises (FTTP) – why aren’t I?

Depending on the type of new development, the developer/builder may have been able to apply for FTTP. This is appraised on a case-by-case basis.

Existing premises in an area are serviced by the technology type determined to be the best-fit for that area.

If you’d like to explore changing your technology type, your premises may be eligible as part of our Technology Choice Program.

Missed out on external equipment

10. All of my neighbours received a Premises Connection Device (PCD). Why was I missed?

We always try to install external equipment, like PCDs, to as many premises as possible during the construction phase.

If your premises has been missed, there’s no need for concern – the PCD will be installed after you order a service over the nbn™ access network from your phone and internet provider. 

External equipment needed before ordering service

11. Do I need the Premises Connection Device (PCD) installed before I can order a service?

No, a PCD is not required to order a service over the nbn™ access network. As long as your premises is Ready to Connect to the nbn™ access network, you can order a service. If the PCD isn’t present when ordering a service, we’ll simply install it after you’ve placed an order with your preferred phone and internet provider.

Ordering services after external equipment installation

12. My premises had a Premises Connection Device (PCD) installed today. Can I order a service now?

You can only order a service once your premises has been deemed Ready to Connect to the nbn™ access network. A PCD may be installed at your premises but further work may still need to be done.

We’ll let you know by mail once your premises is Ready to Connect. You can also enter your address on our website and register for email alerts.

Exact installation date

13. My installation notice advised the external equipment for the nbn™ access network will be installed within a three-month period. Can I get an exact date?

As part of this process, we are able to provide you with an indication of when our delivery partners intend to visit. You also don’t have to be at your premises for our technicians to install the exterior equipment.

If you’d prefer to discuss the installation of external equipment before work commences at your premises, you will need to contact us on 1800 687 626 and request a deferral.

This means you’ll have to wait until your area and premises are deemed Ready to Connect. You can then contact your preferred phone and internet provider to order services and arrange an appointment for a technician from NBN Co to install the relevant external and internal equipment.

Still got questions?

We’re here to help answer your questions.

Head here for information about connecting your home.

Developers will find a dedicated information page here.

And you can also find a number of helpful hints here.