Skip to the article content

Frequently asked questions

What would you like to learn more about?

Find answers to frequently asked questions about upgrading to nbn® Fibre to the Premises (FTTP) with plans based on our wholesale higher speed tiers^.

Eligible locations

As the network upgrade is an ongoing and progressive activity, not all homes and businesses in an area may be able to connect at the same time. A small proportion of locations may not be eligible to connect to fibre under this program. This will depend on a number of considerations, such as the complexity of the build and environmental factors.

The eligible locations have been selected for reasons including:

  • Demand – we anticipate strong demand in these metropolitan and regional locations for higher wholesale speed plans.
  • Cost-effectiveness – we can deploy here with speed and agility, in a way that our investment is most likely to spread and multiply economic activity across the nation.

If your premises is not eligible right now, it may become eligible before the end of 2025. You can register for email updates and we will advise you if your premises becomes eligible. Alternatively, you can regularly check your address on our website to find out if your location is eligible.

nbn’s role is to improve and upgrade the nbn network as Australia’s connectivity needs increase and to ensure we provide access to the broadband speeds that Australia needs. So stay tuned as we look to build more fibre into the network in the future.

We totally understand! That’s why we already offer a range of wholesale speeds for residential and business customers.*

We have a range of residential speed tiers and we also have options to suit businesses. Please note that the availability of these speed tiers depends on your access technology.

We recommend chatting to your preferred phone and internet provider to find the right speed tier to suit your needs. You can also learn more about making the most of your internet experience.

If you're in a building with five or more units/apartments and managed by a Body Corporate, your entire building may be eligible for a fibre upgrade through another program.

Connecting to a new FTTP service with a participating provider

We recommend speaking to your phone and internet provider to find out which costs apply to your unique situation. You may need to purchase an eligible speed plan to upgrade and charges may apply if you downgrade or disconnect.

You may need to upgrade some of your devices, improve your home/office set-up or do some cabling work to get the most of your new connection.

As nbn is a wholesaler, you will need to speak to your preferred participating provider regarding plans and prices available to you.

The nbn approved technician will install Fibre to the Premises (FTTP) connection in parallel to your existing Fibre to the Node (FTTN) or Fibre to the Curb (FTTC) connection.

Once you have spoken to your FTTP provider and are satisfied that your FTTP service is up and running, you may need to arrange the transfer of services from your original technology (FTTN or FTTC) connection to your new FTTP connection.

We recommend checking with your original provider that your plan on the original technology (FTTN or FTTC) has been cancelled, so that you can avoid being charged for services on both technologies. Your provider will be able to help you through this process.

Unless you have cancelled your original service, it may remain active. If nbn decides to turn off the original technology at your premises, nbn will inform your phone and service provider at least 18 months prior, so you will be given plenty of notice before this might occur.

The nbn approved technician will install and test the equipment so that it's ready for your phone and internet provider to finalise the FTTP service connection.

Please follow your provider’s guidelines for connection. This may include replacement or upgrade of your existing Wi-Fi modem/gateway, They will let you know when the service is ready to use and support you through any additional steps required. In the meantime, you can keep using your existing service if you have one.

If you experience any issues with your service post installation please contact your provider.

Contact your phone and internet provider who can ensure you are on the right plan to meet your needs. They can also advise if your equipment such as Wi-Fi modem/gateway set-up may be limiting you from experiencing the full potential of your FTTP service*. Your provider will be able to offer you troubleshooting advice and next steps should your plan not be suitable post-connection. Refer to the ‘Optimisation fact sheet’ for more information.

Installation appointment and process

Your nbn approved technician will discuss options with you on the location of the nbn connection box, however they will need to install the connection box based on the list of specifications below, so it is important that you have a few options in mind.

10 guidelines we use when finding a suitable location for the nbn connection box.

nbn will propose to locate the nbn connection box consistent with these guidelines where it is feasible to do so.

It’s important to know that it may not be feasible to install your new nbn connection box in the same location as your existing connection point.

If you have a specific location in mind for your new nbn connection box which is not the location that the nbn approved technician has proposed, you may need to consider options listed in the Optimisation fact sheet, such as:

  • Using a mesh network or Wi-Fi extender
  • Engaging a registered cabler to provide ethernet cabling to your preferred Wi-Fi modem/gateway location

You may also engage a registered cabler (at your own cost) to provide a fibre cable pathway (in line with nbn standards) to nbn equipment, e.g. from the street entry point to the nbn utility box and/or from the nbn utility box to the nbn connection box, before we finalise your FTTP installation.

Please contact your phone and internet provider if you are concerned about the installation options that the nbn technician has proposed. nbn will consider exceptions to our guidelines in limited circumstances, but this will delay the completion of your installation. 

It’s a live network, so there may be power or service interruptions which can typically last around 30-60 minutes. The nbn approved technician will let you know if they need to temporarily isolate power for health and safety reasons, depending on the work they need to do. To prepare for a potential service outage, we recommend keeping an alternative form of communication on hand, like a charged mobile phone, throughout the appointment.

In most cases, the nbn approved technician will be at your premises between 3 to 4 hours. Please note it could take longer for more complex installations.

An authorised person over the age of 18, will need to be present and provide signed consent for how the fibre is brought to your premises and where the nbn equipment will be installed.

Note: If this is a complex installation (i.e. the conduit is blocked, or there is significant work required outside your premises), the nbn approved technician may need to leave without completing the installation but may still complete the installation of the nbn connection box and nbn utility box. Please ensure your nbn connection box is kept powered on once installed. Your phone and internet provider will contact you to reschedule your appointment if required. In the meanwhile, you can keep using your existing service if you have one.

For more information, please speak to your provider.

On the day, the nbn approved technician will install nbn fibre cabling, an nbn utility box and an nbn connection box at an agreed location. See the nbn FTTP supplied equipment set-up below:

  • Outside the premises: nbn utility box. The maximum size of the box is 250mm (w) x 260mm (h) x  80mm (d).
  • Inside the premises: the nbn connection box. The box size is 235mm (w) x 195mm (h) x 70mm (d).
  • Clearance around the equipment needs to be considered dependent on installation locations.
  • nbn fibre cabling will be installed from the street to the external nbn utility box. This can utilise existing cable pathways or include activities like mounting cable pathways on the surface of walls or using hand tools to shallow bury cable. 
  • The nbn utility box will be installed close to your existing telecommunications utility box, usually at the front of the premises, no lower than 400mm to the ground and clear from other utilities.
  • The nbn approved technician will also install fibre between the nbn utility box and the nbn connection box.

To learn more about nbn connection box installation guidelines, download our guide below.

Yes. If you are renting your property, make sure that you have the landlord or property manager’s permission before the installation day.

The nbn approved technician may need to do work that will need their approval – such as drilling into the property walls.

nbn will select the optimal way to service the premises based on site conditions. There may be slight disruption (i.e. hand digging) around your premises.

Additionally, movement of items like bins or gardening pots may be required to clear the pathway for installation. The nbn approved technician can be expected to return all items to their original location.

If you have received this type of notification from your phone and internet provider, this means it will take longer than usual to upgrade your location to FTTP.

Reasons for this delay can include:

  • The nbn approved technician has assessed that upgrading your location is more complex than a standard upgrade and further work is required.
  • nbn needing to do more network infrastructure work in your area before a FTTP connection can become finalised at your location 
  • nbn may need third-party approval (e.g. from other utility infrastructure asset owners, such as electricity providers) to gain access to complete the nbn network infrastructure work which can take time to obtain.

These delays relate to nbn activities that must be done before your phone and internet provider can complete your order. This will affect all providers offering nbn FTTP to your location.

As nbn conducts the work to deliver your fibre upgrade, your provider will update you with further information about the progress of your order.

Once nbn has completed any additional work outside your premises, we may attempt to complete the installation remotely to avoid a follow up visit. For this reason, we ask customers to leave their nbn connection devices powered on. You may receive an SMS or follow up phone call from 02 9392 6000 to finalise the installation.

Device compatibility

Your phone and internet provider can guide you on how and what devices you need to connect to the new FTTP service, such as:

Wi-Fi Modem/Gateways

Whenever you make a significant change to your internet connection, you should review your Wi-Fi modem/gateway (sometimes referred to as a router) to make sure it can handle the latest advancements in broadband technology.

Check with your provider if your Wi-Fi modem/gateway can handle the speeds required for your new FTTP connection. 

Upgrading to a newer Wi-Fi modem/gateway can help boost your Wi-Fi speed, range, reliability and security.

The current iteration of Wi-Fi is Wi-Fi 6 and this is faster, more efficient and has the ability to provide a more consistent speed under complex conditions (noise, interference, or physical obstructions) as compared to older versions of Wi-Fi*.

When you change to FTTP check with your provider if they will provide you with a new Wi-Fi modem/ gateway.

Other devices

Your premises layout can have an impact on the Wi-Fi quality across different areas and you may need to consider extending your Wi-Fi signal.

Here are some options:

  • Mesh Network: A mesh network consists of multiple Wi-Fi nodes placed throughout the premises that work together to create a more consistent Wi-Fi signal. Mesh networks tend to be less affected by signal degradation as you move further away from the Wi-Fi modem/gateway or by obstacles such as thicker walls. This is due to the nodes expanding the network coverage throughout your premises. 
  • Wi-Fi Extenders: A Wi-Fi extender is a device that extends your Wi-Fi signal via re-broadcasting it deeper into your premises. They can be a good value solution if you’re looking to improve Wi-Fi in one part of the property. 
  • Wiring: A professionally installed wired connection, in most cases, can provide a more consistent and faster internet experience than a Wi-Fi connection. To truly maximise your internet speeds, consider engaging a registered cabler to install a wired connection in your premises for critical devices. (e.g. Consider cabling between a nbn connection box and a Wi-Fi modem/gateway or between a Wi-Fi modem/ gateway and performance critical devices, such as TVs or office devices). 

To get the most out of your new FTTP connection, you can refer to our optimisation fact sheet below.

nbn recommends you contact your phone and internet provider, and your current device provider, about whether your services, and/or the compatibility of your devices will be impacted.

Important notes


Conditions, eligibility criteria and costs will apply – please speak with your preferred provider. Eligibility criteria includes among other things, being designated by nbn as a simple premises and placing an order for an nbn powered plan based on an eligible wholesale speed tier. Additional costs may apply to providers, who may choose to pass this charge onto their customers.


Please note that network construction will be an ongoing activity beyond the initial volume build for future new developments and a small proportion of premises defined as ‘complex connections’ – which includes properties that are difficult to access, culturally significant areas and heritage sites – where connection depends on factors outside of nbn’s control such as permission from traditional owners.


nbn provides wholesale services to phone and internet providers. nbn wholesale speed tiers available to providers vary depending on the access technology in an end customer’s area. An end customer’s experience, including the speeds actually achieved over the nbn broadband access network, depends on the nbn access network technology and configuration over which services are delivered to their premises, whether they are using the internet during the busy period, and some factors outside of nbn’s control (like their equipment quality, software, chosen broadband plan, signal reception, or how their provider designs its network).