Connection, repair and appointment timeframes | ACMA

Connection, repair and appointment timeframes

There are certain service level standards that NBN Co aims to meet for connections of services, repairs and appointments. These timeframes are not guaranteed. Use the links below to find the relevant information.

Connection timeframes

The number of days to connect a service is determined by what infrastructure has already been installed in your area and to your premises. Depending on the service level offered to you by your retail service provider, timeframes may be shorter or longer than those indicated in the tables below.

Fibre to the premises areas

Table 1 below shows the service level standards offered by NBN Co to its retail service providers in NBN FTTP areas. Connection of a service in a FTTP area will typically take 1–19 working days.

Table 1: Timeframe aims for connection in FTTP areas in business days.

Location of premises

 FTTP network

Service Class 0

Service Class 1

Service Class 2

Service Class 3

Urban area

 n/a

14 

9

1

Major or minor rural area

 n/a

19

14

1

Remote area

 n/a

19

19

 1

Key to Table 1:

  • Service Class 0—Your area is not NBN ready. An NBN service is not available.
  • Service Class 1—Your area is NBN ready and you can order a service with a provider. However, equipment will need to be installed by NBN Co on the outside and inside of your premises before your provider can connect your service.
  • Service Class 2—Your area is NBN ready and you can order a service with a provider. However, equipment will need to be installed by NBN Co on the inside of your premises before your provider can connect your service.
  • Service Class 3—Your area is NBN ready and you can order a service with a provider. All NBN infrastructure has been installed for your premises and your provider can connect your service.

Fibre to the basement and fibre to the node areas

Table 2 below shows the service level standards offered by NBN Co to its retail service providers in FTTB and FTTN areas. Connection of a service in these areas will typically take 1–19 working days.

Table 2: Timeframe aims for connection in FTTB and FTTN areas in business days.

Location of premises

FTTN / FTTB network

Service Class 10

Service Class 11

Service Class 12

Service Class 13

Urban area

n/a

14

9

1

Major or minor rural area

n/a

19

14

1

Remote area

n/a

19

19

1

Key to Table 2:

  • Service Class 10—Your area is not NBN ready. An NBN service is not available.
  • Service Class 11—Your area is NBN ready and you can order a service with a provider. However, additional infrastructure work (lead-in installation and jumpering) is required to be undertaken by NBN Co before your provider can connect your service.
  • Service Class 12—Your area is NBN ready and you can order a service with a provider. However, additional infrastructure work (jumpering) is required to be undertaken by NBN Co before your provider can connect your service.
  • Service Class 13—Your area is NBN ready and you can order a service with a provider. All NBN infrastructure has been installed for your premises and your provider can connect your service.

Fibre to the Curb areas

Table 3 below shows the service level standards offered by NBN Co to its retail service providers in Fibre to the Curb areas. Connection of a service in FTTC areas will typically take 1 – 19 working days.

Table 3: Timeframe aims for connection in Fibre to the Curb in business days.

Location of premises

Fibre to the Curb

Service Class 30

Service Class 31

Service Class 32

Service Class 33

Service Class 34 (FTTC-NCD Shortfall)

Service Class 34

Urban area

n/a

14

9

9

9

1

Major or Minor rural area

n/a

19

14

14

14

1

Remote area

n/a

19

19

19

19

1

Isolated area

n/a

n/a

n/a

n/a

n/a

n/a

Limited Access area

n/a

n/a

n/a

n/a

n/a

n/a

Key to Table 3:

  • Service Class 30 – Your area is not NBN ready. An NBN service is not available.
  • Service Class 31 – Your area is NBN ready. However, additional infrastructure work (obtaining a copper pair) is required to be undertaken by NBN Co before your provider can connect your service.
  • Service Class 32 – Your area is NBN ready and you can order a service with a provider. However, additional infrastructure work (distribution point unit cut-in) is required to be undertaken by NBN Co before your provider can connect your service. 
  • Service Class 33 – Your area is NBN ready and you can order a service with a provider. However, a network connection device must be installed (either by your provider, or self-installed) before your service can be activated. 
  • Service Class 34 (FTTC-NCD shortfall) – Your area is NBN ready and a service was previously provisioned at your premises. You can order a service with a provider. However, a network connection device must be installed (either by your provider, or self-installed) before your service can be activated. This could be due to the FTTC-NCD being missing, or because it is unable to be used.
  • Service Class 34 – Your area is NBN ready and you can order a service with a provider. All NBN infrastructure has been installed for your premises and your provider can connect your service.

Hybrid Fibre Coaxial (HFC) Cable areas

NBN Co announced a delay to the existing schedule for rollout of new Hybrid Fibre Coaxial (HFC) network areas in November 2017. This pause was in place while NBN Co completed work to improve the HFC access network.

The rollout of the HFC network resumed in April 2018. Further information about the HFC relaunch is available on NBN Co’s website.

Table 4 below shows the service level standards offered by NBN Co to its customers in Hybrid Fibre Coaxial Cable areas. Connection of a service in HFC areas will typically take 1 – 14 working days.

Table 4: Timeframe aims for connection in Hybrid Fibre Coaxial Cable in business days.

Location of premises Hybrid Fibre Coaxial Cable
Service Class 20 Service Class 21 Service Class 22 Service Class 23 Service Class 24

Urban area

n/a

14

9

9

1

Major or Minor rural area

n/a

n/a

n/a

n/a

n/a

Remote area

n/a

n/a

n/a

n/a

n/a

Isolated area

n/a

n/a

n/a

n/a

n/a

Limited Access area

n/a

n/a

n/a

n/a

n/a

Key to Table 4:

  • Service Class 20 – Your area is not NBN ready. An NBN service is not available.
  • Service Class 21 – Your area is NBN ready. However, additional infrastructure work (installing an HFC Lead-In Cable or premises connection device, or augmentation or patching of existing connection) is required to be undertaken by NBN Co before your provider can connect your service.
  • Service Class 22 – Your area is NBN ready and you can order a service with a provider. However, an HFC Connecting Cable, HFC Wall Outlet or network termination device must be installed (either by your provider or by NBN Co) before your provider can connect your service.
  • Service Class 23 – Your area is NBN ready and you can order a service with a provider. However, a network connection device must be installed (either by your provider, or self-installed) before your service can be activated. This could be due to a network connection device not yet being installed, or because it is unable to be used.
  • Service Class 24 – Your area is NBN ready and you can order a service with a provider. All NBN infrastructure has been installed for your premises and your provider can connect your service.

Fixed wireless areas

Table 5 below shows the service level standards offered by NBN Co to its retail service providers in NBN fixed wireless network areas. Connection of a service in a fixed wireless area will typically take 1–19 working days.

Table 5: Timeframe aims for connection in fixed wireless areas in business days.

Location of premises

Fixed wireless network

Service Class 4

Service Class 5

Service Class 6

Urban area

 n/a

 9

 1

Major or minor rural area

 n/a

 14

 1

Remote area

 n/a

 19

 1

Key to Table 5:

  • Service Class 4—Your area is not NBN ready. An NBN service is not available.
  • Service Class 5—Your area is NBN ready and you can order a service with a provider. However, equipment will need to be installed by NBN Co on the outside and the inside of your premises before your provider can connect your service.
  • Service Class 6—Your area is NBN ready and you can order a service with a provider.

Satellite (Sky MusterTM)

Table 6 below shows the service level standards offered by NBN Co to its retail service providers in satellite areas. Connection of a service in these areas will typically take 1-35 working days.

Table 6: Timeframe aims for connection in satellite areas in business days.

Location of premises

Satellite network

Service Class 7

Service Class 8

Service Class 9

Urban area

n/a

20

1

Major or minor rural area

n/a

20

1

Remote area

n/a

20

1

Isolated area

n/a

35

1

Limited access area

n/a

n/a

1

Key to Table 6:

  • Service Class 7—Your area is not NBN ready. It has not yet been determined which NBN footprint will apply in your area.

  • Service Class 8—Your area is NBN ready and you can order a service with a provider. However, equipment will need to be installed by NBN Co on the outside and the inside of your premises before your provider can connect your service.

  • Service Class 9—Your area is NBN ready and you can order a service with a provider.

Repairs

Table 7 below outlines the timeframe aims of NBN Co to repair a faulty service. Depending on the service level offered to you by your retail service retail provider, timeframes experienced may be shorter or longer than those indicated in Table 4.

Table 7: Timeframe aims of NBN to repair a faulty service

Location of premises

Service level

End user fault rectification
(after the fault is reported)

Fibre, FTTB, FTTN, HTC, and wireless networks

Satellite network

Urban area and other locations where end-user fault does not require external or internal plant work or NBN Co attendance at premises

By 5.00pm on the next business day

By 5.00pm on the next business day1

By 5.00pm on the third business day2

Major rural area or minor rural area where end-user fault requires external or internal plant work or NBN Co attendance at premises

By 5.00pm on the second business day

By 5.00pm on the third business day

Remote area where end-user fault requires external or internal plant work or NBN Co attendance at premises

By 5.00pm on the third business day

By 5.00pm on the fourth business day

Isolated area where end-user fault requires external or internal plant work or NBN Co attendance at premises

n/a

By 5.00pm on the tenth business day

Appointments

The service levels that NBN Co offers for end-user connection appointments are shown in Table 8.

Table 8: Appointment service level objectives

Appointment window

Service level

Attend a premises at a particular time

Attend a premises at a particular time or within 15 minutes thereafter

Attend a premises within a 4-hour period

Attend the premises within the period or within 15 minutes thereafter

Attend a premises in a major rural area within a period of between 4 and 5 hours

Attend the premises within the period

Attend a premises in a minor rural area, remote area, isolated area or limited access area within a period of between 4 and 5 hours

Attend the premises within the period or within 45 minutes thereafter

Become informed, migrate early and stay connected.

See also:

Will everything work?

Renting and building owners

New houses and housing developments

1Applies to a location (including an urban area) where the fault does not require external or internal work, or NBN Co attendance at the premises

 2 Applies to an urban area only where the fault requires external or internal work or NBN Co attendance at the premises

Last updated: 05 September 2018