NBN Frequently Asked Questions

When can I get the NBN, and how do I get connected?

Check your address to find out about the rollout in your area.

If the NBN is available at your address, you can order a service from one of the phone and internet providers offering services over the NBN.

If the NBN is not currently available at your address, please continue to check our website for updates.

Where the network has been rolled out we'll also be in touch directly to let you know your home or business is ready to get connected to services over the NBN.

How will the NBN benefit me?

The NBN is essential for Australia’s digital evolution and is designed to provide access to a minimum level of broadband services across the nation. It presents opportunity in education, business, entertainment, health care and sociability giving everyone the potential to be more productive, more creative, more efficient and more connected for decades to come.

Do I need to switch to the NBN?

If you live in an area where NBN fibre is available existing phone lines, ADSL internet, Telstra/Optus cable internet, and some Telstra Velocity fibre services will be disconnected and replaced by the NBN*. When we complete the National Broadband Network (NBN) fibre install in your area we will notify you by direct mail that the new network is ready and advise the date on which the old network will be switched off.

Moving to the NBN is not automatic. To keep using fixed line phone and internet, you will need to move those services to the NBN before the advised date.

If you live in an area serviced by NBN Fixed Wireless or Satellite, it’s your choice whether you switch to the NBN, what services you take up and which service provider you use.

Check your address to find out about the rollout in your area.

*The NBN is replacing many landline networks for phone and internet services, including copper and the majority of HFC networks. Services provided over existing fibre networks (including in-building, health and education networks) and some special and business services may not be affected. To find out if your services will be affected, please contact your current phone or internet provider. For more information, visit www.nbnco.com.au/switchoff or call 1800 687 626.

Will it cost me anything to switch to the NBN?

A standard installation of NBN Co equipment is currently free of charge. There is a range of competitive plans available from a number of providers. Speak to your preferred service provider to see if there are any other charges such as set up or activation fees.

If you're currently under contract with a provider and want to move to the NBN, ask your service provider if any fees might be payable if you end your contract early.

At the time you arrange your NBN service, your service provider might also invite you to purchase or rent a new router to help share your internet service around the different rooms of your home or business – but from a technical perspective this is optional.

Remember, NBN Co doesn’t sell direct to the public, so give your service provider a call to find out more.

Can I keep my phone number if I switch to the NBN?

Yes. "Number porting" rules will not change with the introduction of the NBN.

To be sure you keep your phone number, ask your service provider to confirm that they will keep your phone number when you transfer your service over to the NBN.

For more information, visit ACMA's website for full details of number portability rules.

Do I need to be present for the NBN installation?

The NBN utility box will be installed on an outside wall of your home or business, so you don't need to be present. If there are any issues accessing the outside of your home or business, our contractors will speak to you directly if you are available or alternatively they will leave their contact details for you to contact them. 

How will I recognise an NBN Co contractor?

You can ask to see the contractor's identification that confirms they are working on behalf of us.

How much will it cost me to install the NBN utility box?

A standard installation of the NBN fibre utility box at your home or business will be free of charge once you have ordered a monthly plan from your Retail Service Provider. 

What does the NBN utility box look like?

Below is an illustration of the NBN utility box that will be affixed to an outside wall of your home or business.

Can I choose where the NBN utility box is installed at my home or business?

We will aim to install the NBN utility box as close as practical to any existing telecommunications utility box so as little disruption is made to your property as possible.

If you would like to request that the NBN utility box is installed in a specific location, you can discuss this with the contractor working in your area however you may incur a cost for this change. Our contractors will be able to provide you with a free no-obligation quote.

My current telecommunications connection comes in overhead. Can I ask for the NBN to be installed underground?

Generally, if your existing telecommunications connection is overhead, the NBN cable will be installed overhead as close as practical to any existing overhead connection.

We will install the NBN cable at your home or business underground if you request an underground installation and agree to pay for it.

If you would like an underground installation, you should contact us for more details. If the NBN is already available in your area, you may also contact your preferred telephone or internet service provider.

We will go ahead with an overhead installation unless you contact us or your preferred telephone or internet service provider to request an underground installation prior to the NBN installation being carried out at your property. We will complete the underground installation when the NBN is available in your area.


I've had the NBN utility box installed. Can I now order services over the NBN?

The NBN rollout needs to be completed and activated in your area before you can order services. We'll contact you when you can call your preferred telephone or internet service provider to order services over the NBN, or you can check our interactive map.

How will the NBN benefit my business?

The NBN is essential for Australia's digital evolution to support future economic and social growth. Economic growth and technology are intrinsically linked and this makes investment in the NBN for Australia crucial. The digital economy demands a fast and reliable network to enable; access to new markets, opportunity to reduce costs and drive innovation as well as gaining competitive edge on the global stage.

Here are a few of the many benefits of fast broadband that your business could enjoy:

Better engagement, stronger relationships – fast, reliable broadband brings video conferencing to life. Meet with customers, suppliers and colleagues, regardless of location, face to face without even leaving your desk, saving time consuming and costly travel.

Connectivity counts, so does cutting costs – the benefits of cloud based services are realised with access to high-speed broadband. With access to customers, suppliers, staff and information at home as well as in the office, on any connected device, you have the freedom to work smarter.

New markets, new opportunities – fast internet can improve the online experience for your customers, remove geographic barriers and as we connect more homes in Australia, grow your potential local market too.

Flexible working, boost productivity – widespread availability of fast, reliable broadband could allow more flexible working, the ability to open up new employment opportunities, including those in more remote locations. The NBN has the potential to boost productivity of your existing staff.

Improve performance, focus on the future – the NBN provides potential to sell new products and services, exploit new channels to market and to offer services globally. It could provide the opportunity to improve operational efficiency and change the way you do business in the future.

Celebrating collaboration – bring together the best possible team regardless of location and when team members are away from the office they can still be connected to the project. The ability to share resources, meet and work together could help drive team productivity too.