What you need to know for your appointment
Someone over the age of 18 will need to be available on the day of your appointment at your home.
During the appointment, equipment will be physically installed in your home. If you’re renting, you’ll need written permission (digital or hard copy) from the appropriate authority for the installation to be completed.
The technician may need up to 4 hours to complete your installation. During that time there may be power disruptions and your existing internet service may be interrupted.
The technician may need to access different parts of your home. Make sure areas in and around your home can easily and safely be accessed.
Please secure your pets on the day of your appointment as some technicians may not be pet friendly.
Keep an eye out for calls or SMS’s leading up to the day of the appointment. NBN may want to confirm some details with you.
You can reschedule your appointment to another day if you need by logging into your Belong account.
What to expect during your appointment
Technicians will install nbn equipment, including: fibre cabling, an nbn utility box outside your premises, and an nbn connection box inside your premises.
The fibre cabling will run from the street to the nbn utility box. Where possible, this will follow existing aerial or underground pathways. In some cases, it may involve mounting cable pathways along external walls or fences, or burying cable just below ground level.
The utility box is typically installed near your existing telecommunications utility box (if you have one), usually at the front of the premises. It must be mounted at least 400mm above ground level and positioned clear of other utilities. Inside the premises, your new nbn connection box will need to connect to your Wi-Fi router so it’s important to consider where it can be installed.
What you need to know about the nbn box set up location
Your nbn box will need to be:
within 1.2 metres of an existing power point or a safe extension lead provided by you.
in an easily accessible and safe location that’s away from existing utilities (such as gas lines) for monitoring of the indicator lights and/or technician access, if required.
in a cool, dry, ventilated area away from sunlight. It cannot be placed in a wet area, such as the bathroom, laundry, kitchen wet area or under a window that opens.
on the ground floor (if you’re in a multi-storey building) and on the inside of the external wall that your nbn utility box was installed.
Not in a garage or a bedroom unless:
You specifically request it or; There’s existing ethernet cabling from the garage or bedroom to a better location for your Wi-Fi router or;
A pathway has been provided from the nbn utility box to the garage or bedroom or;
It’s the only safe or feasible option due to the construction/layout of your premises.
within a 12 metre radial distance of the nbn utility box (see below diagram, provided by nbn co limited). If there is no suitable location within the 12 metre radius according to nbn installation guidelines, the technician will, where feasible, install the nbn connection box in the nearest most suitable location beyond 12 metres.
Example house floor plan
The installation locations may vary depending on the construction and layout of your premises. The diagram below gives you an idea of an example installation.
HFC connection type
HFC installation follows all the same steps above, except the nbn connection box in your premises will look like this:
FTTB/N/C connection type
The nbn technician may work in and outside your home. They might need to install a small box on the outside wall of your home and complete some wiring, or need access to a wall socket inside your home.
If you are in a apartment building that has a communication or utility room, the nbn technician will need access on the day of the appointment.
What happens after the appointment
Once the nbn appointment is successfully completed, you will need to set up your modem so that you can start to use your service. Below are the guides to set up your modem based on the technology you have.
What happens if the appointment is unsuccessful
Depending on your situation, additional work may be required to successfully complete your nbn connection set up. In this case, the technician will arrange specialised support to complete the job. We'll let you know if we need to book another appointment.