Preparing for the NBN
To help you to prepare for
your upcoming installation appointment, have a read through this for
information about how your home or business will be connected to the NBN.
Connecting your home or business to the NBN
When you call to switch your phone and/or
internet services to the NBN, your service provider will have made an
appointment for an NBN installer to come to your home or business and install
the necessary equipment. Your installer should call you the business day before to
confirm the 5appointment time is still suitable.
What does the installation involve?
If the outside of your property hasn’t been
connected to the NBN yet, the free standard installation* will include
connecting a fibre optic cable from your street to the NBN utility box installed
on the outside of your home or business (also known as a Premises Connection Device). The next step
is for your installer to drill a small hole through your wall and feed the fibre
optic cable from the outside into the NBN connection box (also known as a
Network Termination Device).
There will also be a separate power supply box
which includes a battery backup that will keep selected phone
services running for up to five hours in case of power failure.
Before your installation appointment
You’ll need to think about where you want the NBN
connection box and power supply to be installed.
The best place is:
• Near an accessible power point
• In a cool, dry, ventilated area
• Away from busy areas where it may be knocked
• Near your existing phone or network cabling.
You’ll also need to consider how you want to
devices inside the house – i.e. computers,
smartphones, tablets, landline phones and internet TV boxes. Talk to your phone
or internet service provider before your NBN installation date about options for
in-home networking, as this isn’t included in the standard installation.
On the day of installation
When your installer arrives, check their ID
before giving them access to your property. Your installer will discuss with you
where the equipment is going to be installed. Remember to keep these things in
• Some locations might not be possible due
to safety or other considerations such as the location of the existing
• Make sure you advise the installer of any
safety issues you are aware of on the property, like any known or suspected
asbestos or asbestos-containing material on your property or if there have been
any recent pest treatments on the property.
• Please also advise the installer if you’re
aware of any heritage requirements or restrictions that might be
Customer telephone and data cables can’t extend
outside or between buildings. They are susceptible to lightning and are a
potential hazard as the
lightning can be transferred between different
ports of the NBN connection box to connected equipment.
Outside your premises Inside your premises
What if I can’t be there for my appointment?
If you can’t be there on the day of your
installation, you can either reschedule it with your phone or internet service
provider or ask someone you trust who is over 18 years to
give access to all areas of your property. Remember, they’ll
potentially need to make decisions about the installation for the
technician, so someone needs to be present for the whole
Some things to expect during installation
If the fibre optic cable has not been connected
from your street to the outside of your property, we might need to dig a small
trench, or, if it’s coming from overhead, clear a small amount of vegetation.
Don’t worry; we’ll try to keep disturbance
to a minimum.
To get to the location you want the equipment
furniture may need to be moved around. We’ll need
to drill a
hole through your wall, as well as some other
holes to mount
the equipment, so be prepared for a small amount
of drilling noise and dust - but we’ll clean it up afterwards.
Asbestos or asbestos containing materials may
also be identified during the installation process. In some cases, an installer
may suspect and/or assume that asbestos or asbestos containing materials are
present because of the age of the building. Asbestos and asbestos containing
materials such as fibre cement sheeting were commonly used in building
materials in Australia until the 1980s. Where
asbestos or asbestos containing material is identified or
assumed to be present in a property, the installer will
consider options to avoid disturbing that material or area of the property,
or will otherwise use accepted work practices to ensure, so far as
practicable, the safety of themselves and the
occupants of the property. Your installer may also need to turn off your
electrical power for a short time. However, they’ll discuss
this with you beforehand to make sure this won’t impact
critical electrical equipment, such as medical devices.
How long will it take?
If your property already has a fibre optic cable
connected to an NBN utility box outside, standard installations normally take between approximately two and four hours. If your
property does not have the fibre optic cable connected, then a standard installation could take between four and eight
hours. Nonstandard installations may take longer.
What happens if we can’t complete the installation?
If we are unable to complete your installation on
the day, NBNCo will work with your service provider to give
you notification of when the issue should be resolved and when you
can book a new appointment.
How much does the installation cost?
A standard installation of NBN equipment is free
of charge. This includes connecting fibre optic cable from your
street to the NBN utility box on an
outside wall of your home or business and to an NBN connection box inside.
If your requirements are non-standard, your
installer can discuss your options with you. For more information on
what’s included in a standard installation, visit nbnco.com.au/fibre
Speak to your service provider before
installation to see if they have any other charges such as set up or
What’s supplied in your NBN installation
NBN Co supplies:
• NBN utility box
• NBN connection box and Power Supply Unit
• First battery
• External cabling from the street network to the
NBN utility box and internal cabling up to the NBN connection
This equipment remains the property of NBN Co.
Our boundary of responsibility stops at the data
(UNI-D) / voice (UNI-V) ports on the NBN connection box.
From there, the service on that port is the responsibility of
your phone and internet service provider. All other cables
and equipment are the responsibility and property of you or
your phone and internet service provider. This includes the
internal wiring required for additional internal phone outlets
within a home or business.
Connecting your equipment
Your NBN connection box has several ports on the
back of it. Each service you subscribe to will be
allocated to a specific port on your NBN connection box. Your phone or
internet service provider can tell you which ports have been activated in your
NBN connection box. Please don’t plug things into ports other than the one your
installer advises, as the other ports will be inactive.
You can keep a record of which ports have been
activated in your NBN connection box using the diagram below.
1 2 RESET 1 2 3 4 POWER
VOICE 1 VOICE 2
To connect computers to your NBN connection box,
you’ll need a separate router – a box that shares an
internet connection over Ethernet wiring, or wireless networking (Wi-Fi). If you
already own a router from your old cable or DSL broadband, it might not work
with the NBN. Your phone or internet service provider can confirm this and
may be able to provide you a new one. If not, any router you
buy needs to be able to support Ethernet WAN. If you want
to connect computers or other devices in other rooms, you
will need to use either a wireless router, power-line adaptors
(see FAQs for more information on power-line adaptors) or install
Ethernet cables between rooms.
Internet TV (IPTV)
Generally, internet TV boxes need a wired
connection to your NBN connection box, though
some may work with Wi-Fi. To watch broadband-based TV services delivered over
the NBN, you will need to order the relevant service from
your provider so you have the right equipment for these services.
If you’ve ordered a phone service, ask your phone
or internet service provider where to connect your phone.
There are dedicated ‘UNI-V’ ports on the back of the NBN connection box into
which you can plug a phone, but not all phone ices use these ports, which is why it’s
important to confirm with your phone or internet service provider
beforehand. IMPORTANT: The battery backup is only for the UNI-V
Phone and other services provided through the
data (UNI-D) ports on the NBN connection box, and mains powered
telephones, alarms and other devices such as cordless phones connected
to any port on the NBN connection box will not work during a power failure.
If you have an existing wireless router, your
phone or internet service provider can advise you if it can operate
with the higher speeds offered by your new NBN-based service.nbnco.com.au
Your connection checklist
I understand that a normal installation
appointment might take up to four hours
I’ve considered where I would like my NBN Co
equipment to be positioned in my premises
I have checked with my alarm service provider and
my phone or internet service provider that any
back-to-base alarm systems I rely on will work on the new NBN-based
I’ve arranged for myself (or an authorised
representative over 18) to be there for the whole appointment
I have my landlord’s consent for the installation
Can I run everything on a wireless network?
It’s possible to run most services over a Wi-Fi
network, but if for any reason you find Wi-Fi limiting,
there are other options. For instance, power line networking
adaptors can make a home network by using existing electricity
wiring in your house. These plug directly into home
powerpoints and use existing in-home electrical wiring for data
networking, avoiding the need to install new cables. These
adaptors are readily available in retailers – search for
“powerline networking adaptor” on your internet browser.
Do I need to install any cables and outlets?
Most services can be run over a Wi-Fi network,
but you may prefer to have wired connections for things like
internet TV (IPTV), data and/or phone outlets. You can
arrange for any licensed cabler registered with an Australian
Communications and Media Authority (ACMA) accredited industry
registrar to install points. Alternatively, you can wait until
you and your installer have agreed on the location of your NBN
connection box. You can arrange to have as many internal
home network points as you like, but these will not be
included in a standard installation.
Do I need to get a separate supplier for the
Beyond the NBN connection box, your NBN installer
won’t undertake internal wiring tasks and permanent
cabling through the wall, floor or ceiling cavities. This must be
done by a registered cable installer (see above Your phone and
internet service provider may be able to recommend a registered
cable installer in your area.
Will there be any interruption to my existing
phone and internet service?
No, however the NBN will eventually replace
landline phone, ADSL internet, Telstra and Optus cable internet
services. These existing services will be permanently switched
off around 18 months after the NBN is rolled out in your area*. When the switch-off of the above services are
announced in your area, you’ll need to transfer your services
to the NBN if you want to keep making phone calls or accessing
the internet using a landline connection. * Services not replaced by the NBN include some
TransACT, OptiComm, Telstra Velocity
services and others. For a full list please visit nbnco.com.au/switch off or call us on 1800
Will my existing back-to-base alarm work over the
The most certain way to find out is to ask your
alarm service provider. The NBN can support most existing
back-to-base medical, security and fire alarms, as well as a
wide range of internet-connected alarms. If you currently have
a back to base alarm installed in your home or business you
should speak to your alarm service provider and your phone or
internet service provider about the issues to consider when moving
to an NBN- based phone service.
You can also request that your alarm service provider test your alarm service
the same day that the NBN is installed inside your home or
When I’m on the NBN, can I use the phone if my
The NBN connection box comes with a Power Supply
unit that has battery backup. This means that you’ll
be able to keep making phone calls for up to five hours after the
power goes out, as long as you are using a standard corded phone
that doesn’t need to be plugged into a power point, and your
phone service is provided through the “UNI-V” ports on the
connection box. Other phone services or cordless phones are not
powered by the battery backup. To ensure your phone service
is supported by battery backup, please ask your service
provider to supply your phone service through the NBN “UNI-V” port,
and make sure you are using a standard corded phone that
doesn’t need to be plugged into a power point. IMPORTANT: The battery backup is only for the UNI-V
voice ports. Phone and other services provided through the
data (UNI-D) ports on the NBN connection box, and mains powered
telephones, alarms and other devices such as cordless phones connected
to any port on the NBN connection box will not
work during a power failure.
What if the installer damages my property?
Your installer has an obligation to take
appropriate care on your property during the installation, however in
the unlikely event any damage is caused, you can contact NBN
Co on 1800 OUR NBN (1800 687 626).
The internet will not work during power outages
The backup battery will typically last for up to
five hours for the UNI-V voice ports only.
This means that services provided over the UNI-D data ports, such as internet
connectivity, will not work during power outages. You will receive a
separate user guide containing more detailed information with
this piece of equipment when it’s installed. P lease read this
This document is subject to copyright and must
not be used except as permitted below or under the Copyright Act 1968 (CTH). You must not reproduce or publish this document
in whole or in part for commercial gain without prior written consent of NBN Co. You may reproduce or publish this document or in
part for educational or non-commercial purposes.
This document provides general information about
the technical requirements for connecting to the NBN and is correct as at July
2013. Technical connection requirements may change due
to factors such as legislative and regulatory requirements as well as advances
in technologies. For any queries about your particular
circumstances or requirements, please consult your phone and internet service
provider or other supplier.