Installation of the service
When you sign up for a service on the nbn network, you’ll be sent a self-installation kit and will have to install the services yourself at your premises. The self-installation kit includes a Wi-Fi modem needed to support your broadband service.
nbn Connection Charge
If you’re in a newly constructed building and not already connected to the nbn network, an extra charge may apply. If you’re on a month by month plan you’ll be charged this upfront when you sign up. If you’re on a fixed term plan, you may pay this in monthly instalments. This charge, or the remaining monthly instalments owing on the charge, will be included in your ETC if you move or if the service is cancelled before the fixed term ends.
Landlord consent required
If you’re not the owner of the premises at which your service is installed, you’ll need to seek approval from the owner for the installation (including location within the premises of the nbn equipment). You’ll also be responsible for agreeing with the owner of the premises as to which of you will be responsible for covering the various costs associated with the installation.
Installation of nbn equipment
If you need nbn equipment installed, we can arrange for nbn co to install the nbn equipment at your premises in accordance with these terms.
If you’re taking up a Belong service on the nbn network using Fibre to the Basement (FTTB) technology, the nbn equipment will already be installed in your building. If not, an nbn co technician will require access to the communications infrastructure in your building to get you connected. You’ll need to notify your building manager to ensure they have access. When the line is connected the technician will visit your home to make sure the service is working at the socket.
If you do not already have nbn equipment installed at your premises, you must select an nbn co appointment for nbn co or their installer to visit your premises.
If you wish to re-schedule an appointment you must provide us with at least 24 hours’ notice. If you do not provide us with at least 24 hours’ notice or you miss your scheduled appointment you may be charged a late cancellation or missed appointment fee. nbn co (or the installer) may reschedule an appointment with you. We are relying on nbn co to tell us about rescheduling your appointment and will give you as much warning as we reasonably can.
We’ll use due care and skill in organising your appointment time and there may be other statutory guarantees, implied conditions or warranties under consumer protection laws that cannot be excluded which may apply. However, given that we are not solely responsible for the installation of your Belong service on the nbn network or the nbn equipment, we can’t promise that your appointment time will be met and there may be some circumstances where your appointment can’t go ahead at the scheduled time or date. To the extent reasonably permitted under consumer protection laws we exclude liability to you for any damage or loss you suffer because the appointment did not occur at the scheduled time or date where the failure to meet the appointment time was not contributed to by us.
Provision of access for the installation
You must provide us and nbn co (or the installer) reasonable assistance to enable us and nbn co to complete the installation, including being present as reasonably requested or having an authorised representative who is over 18, and providing access to nbn co to:
- enable the supply of services on the nbn network to you; and
- enable us, nbn co or an installer to perform any work on our network, the nbn network, nbn equipment or, where lawful, a third party’s network whether or not in connection with the supply of Belong services on the nbn network.
Location of the nbn connection Box
You can ask for the nbn connection box to be installed in a particular location, but this may result in the installation being considered a non-standard installation.
You acknowledge that:
- Services on the nbn network require that you provide mains power at your premises to operate in the ordinary course;
- You have permission from the owner of your premises to have this equipment installed, if you’re not the owner;
- You’re required to provide this power via a dedicated double power point located within 3m (unobstructed) of the nbn connection box; and
- nbn co will, if you request it, install a back-up battery and power supply unit with the nbn connection box, and the back-up battery will provide power (for a limited period) to the UNI-V port of the nbn connection box only.
nbn battery and power requirements
nbn services require 240-volt mains power at your premises (which you’re required to provide) to operate in the ordinary course. You’re required to provide this power via a dedicated double power point located within 3m (unobstructed) of the NTD.
It is your responsibility to regularly check the back-up battery if you have one. Where there is a fault with the back-up battery:
- during the first 24 months after installation, in addition to your rights under consumer protection laws which apply and cannot be excluded, we’ll repair or replace the back-up battery; or
- after the first 24 months after installation, subject to your rights under consumer protection laws which apply and cannot be excluded, it is your responsibility to repair or replace the battery in accordance with the nbn co policies.
Any service level applicable to services on the nbn network do not apply where your service is unworkable due to a power failure at your premises or to a flat or faulty back-up battery.
At the time of an installation, nbn co will assess whether the installation is a standard installation, non-standard installation or a subsequent installation.
If the installation is a non-standard installation, then nbn co will provide you with a quote for the additional costs, and will only perform the non-standard installation if you agree. These additional charges will be billed to you by us.
An extra charge may apply if you’re in a newly constructed building and not already connected to the nbn network.