Prepare for an emergency

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The nbn^® network is not currently available in your building

We have made several attempts to initiate the process of establishing an nbn network connection to your building, however we have been unsuccessful in our engagement with the building’s authorised representative. Consequently, nbn does not currently plan to install a network connection to your building, unless we receive a request from the Owners’ Corporation.

If you currently use existing fixed line phone or internet services there are a number of implications to be aware of:

Critical copper services such as emergency lift phones and monitored fire alarm systems may be at risk of disconnection.*
Occupiers may not be able to continue to access other critical services connected to the existing Fixed Line networks such as medical alarms and emergency call systems, monitored security alarms and fax machines.^{^}
Existing fixed line services will be disconnected at a future date and occupiers will not be able to make phone calls or access the internet over the Fixed Line network unless the nbn supplied equipment is installed at the property. The disconnection of existing Fixed Line services will not affect occupier's ability to access phone and internet services over mobile networks.
Future requests for an nbn network connection will result in costs payable by the Owners Corporation and/or owners/occupiers.

However, if your phone and internet services are already provided via another fibre network, they will continue to operate as normal unless your provider advises otherwise.

nbn strongly recommends that you contact your current provider of phone and internet services, or visit www.nbn.com.au/switchoff for more information about whether your services will be impacted by the rollout of the nbn network.^#

Please do not hesitate to contact us should you decide to request an installation in the future.

Next steps

Construction of the nbn^® network has started in your area

nbn’s New Developments team are continuing to work with the developer to roll out the nbn network at your location.

If you’re preparing to move in, please contact the developer for more information.

If you are the developer of this property, please speak to your nbn New Developments representative or contact us.

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We expect to have more information about the availability and technology in your area soon.

Please check back periodically for updates on when your premises will be ready to connect.

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The nbn^® network is not currently available at your premises

Despite nbn’s best efforts to connect the premises, the connection is prevented due to land geography or other significant barriers.

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Note: Some premises may require more work before they are ready to connect.

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More work required

Thank you for your patience. We're working to provide you with clarity on when your premises will be ready to connect. Please check back periodically for updates.

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Next steps

Looks like you're ready to connect

Some premises may need additional work to be completed first. Contact a phone and internet provider.

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Note: Some customers may be given an earlier disconnection date from their phone and internet provider. Please contact your current provider for further information.

Although most existing services will be replaced by the nbn network, there are some services that should not be impacted. These include those services provided over non-nbn fibre networks, as well as some services in some apartment complexes, and some business and Special Services. If you are currently receiving broadband services using one of these networks, your broadband services will not be disconnected and you do not need to move to the nbn network if you do not want to. nbn strongly recommends you contact your current phone and internet provider for more information.

Disconnection information

Premises connected to the nbn^® network via nbn Fixed Wireless won't be disconnected from their existing phone and internet services by nbn.

If you want to keep your existing copper phone line active when you order a service over nbn Fixed Wireless, you should speak to your phone and internet provider at the time you place your order.

Planned technology

nbn Satellite*

Good news! It looks like your location may be eligible for the business nbn^® Satellite Service⁺. The business nbn Satellite Service is designed to support business-grade internet, data and voice services^§ to Australian businesses in remote and rural areas^{^}.

Disconnection information

Premises connected to the nbn^® network via nbn Satellite won't be disconnected from their existing phone and internet services by nbn.

If you want to keep your existing copper phone line active when you order a service over nbn Satellite, you should speak to your phone and internet provider at the time you place your order.

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nbn™ Sky Muster™ and nbn™ Sky Muster™ Plus are subject to eligibility criteria. Premises identified by nbn as medium/large business premises are not to be serviced by nbn™ Sky Muster™ or nbn™ Sky Muster^™ Plus. The nbn™ Satellite product available to medium/large business premises is business nbn™ Satellite Service. If you’re interested in nbn™ Sky Muster™ or nbn™ Sky Muster™ Plus services or believe your premises has been incorrectly categorised please contact your phone and internet provider.

The business nbn Satellite Service provides voice support for VoIP carriage and is not a voice provider.

An end customer’s experience, including the speeds actually achieved over the nbn™ network, depends on the nbn™ access 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 nbn’s control (like your equipment quality, software, broadband plan, signal reception and how your service provider designs its network).

Next steps

Activate your nbn connection

The next step is to contact a phone or internet provider and order an nbn powered plan.

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We’re planning to change your nbn technology.

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This location is connected to the nbn^® network

We’re planning to change your nbn technology.

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Next steps

You're ready to change to a new nbn^® technology

Learn more about changing technologies

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Next steps

Looks like you're ready to connect

Some premises may need additional work to be completed first. Contact a phone and internet provider.

Choose a provider in your area

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Next steps

Activate your nbn connection

The next step is to contact a phone or internet provider and order an nbn powered plan.

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Learn more

This location is connected to the nbn^® network

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What to expect in an emergency

Where the nbn™ access network is affected, nbn will prioritise reconnecting essential services, such as hospitals, fire, police and emergency services. Community infrastructure will also be included with traffic management, sewerage, power and water utilities a high priority. We will also work to prioritise the reconnection of business services essential to community recovery, such as banks, petrol stations and supermarkets.

An emergency may trigger a power outage. If you require a safety critical device such as a medical alarm, fire alarm or lift emergency phone to work during a power outage, nbn recommends you speak to the supplier of that device about the best solution for ongoing service continuity.

Prepare an emergency kit

We recommend that you put together an emergency kit which includes equipment (like a charged mobile phone) that can be used in the event that there is a power outage, or if your connection to the nbn™ access network is disrupted.

Equipment connected over the nbn™ access network will not work during a power blackout. Electronic equipment connected to the nbn™ access network needs its own separate battery backup to work in a power outage. Examples of devices requiring separate battery backup include your modem, cordless phone, or gateway/Wi-Fi router. This is not provided by nbn.

A number of factors influence the resiliency of the nbn™ access network to continue to provide uninterrupted services during a power outage. Even with network power resiliency and in-premises battery backup, power outages may last longer than the battery life. Therefore, we recommend you are always prepared to be without landline phone and internet services for some time.

nbn™ access network outages

Unplanned or unexpected outages to your nbn™ access network connection can occur for many reasons, such as severe storms, cyclones, bushfires, car accidents, or trees or branches falling onto power lines.

nbn understands the inconvenience unplanned outages can cause to users. This is why we have an emergency response team dedicated to preparing for, and responding to, the recovery of the network in emergencies.

We have worked with local authorities and emergency services to identify high risk areas, and buildings of importance like hospitals. We are constantly working to make sure our network is as resilient as possible. With this in mind, we are consistently undertaking work such as vegetation clearance around sites in high risk bushfire and cyclone areas, checking seals on cabinets in flood prone areas, and the stocking of operational vehicles with the agreed levels of network spares and the required tools and equipment. This will ensure we are ready to respond should an emergency arise.

Where possible, nbn will deploy temporary network infrastructure into areas where extended outage durations are anticipated. This infrastructure is designed to provide temporary backup to support emergency services and the community. Its allocation will be based on the network infrastructure available and be on a best efforts basis.

Check the network status

Power supply and outages

For power supply and outages, please contact your energy provider.

If you have a medical alarm, fire alarm or lift emergency phone, we recommend you contact your device provider, and your phone or internet provider to enquire about the operation of these services in a power outage.

Premises within nbn™ Fixed Wireless and Sky Muster™ satellite areas will have the choice to keep their existing landline phone service over the copper network active, or switch over to a VoIP (Voice over Internet Protocol) service on the nbn™ access network through a preferred phone and internet provider – connecting your new phone via the nbn™ supplied equipment.