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 retail provider, time frames 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.

Fixed wireless areas

Table 2 below shows the service level standards offered by NBN Coto its retail service providers in NBN fixed wireless network areas. Connection of a service in a fibre area will typically take 1–19 working days.

Table 2: 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 2:

  • 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.

Fibre to the basement and fibre to the node areas

Table 3 below shows the service level standards offered by NBN Co to its retail service providers in NBN fibre to the basement (FTTB) and fibre to the node (FTTN) areas. Connection of a service in these areas will typically take 1–19 working days.

Table 3: 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 3:

  • 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.

Satellite (Sky MusterTM)

Table 4 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 4: 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 4:

  • 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.

HFC areas

In November 2017, NBN Co announced it will temporarily pause all new connections over its HFC access network while it completes works to improve service quality. The pause will impact HFC network areas that are already ‘ready for service’, as well as areas not yet declared ‘ready for service’. Connections via other NBN technologies are not affected.

Consumers in areas that are ready for service will continue to have access to their existing non-NBN services until works are completed. If you have already placed an order for NBN services over the HFC network, please contact your retail service provider for further information.

Further information about the updated schedule of the HFC rollout can also be viewed on NBN Co’s website.

Repairs

Table 4 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 4: Timeframe aims of NBNto 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 5.

Table 5: 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: 06 December 2017