Moving to the NBN: Overview | ACMA

Moving to the NBN: Overview

What is the NBN?

The NBN is Australia’s new high-speed broadband network. It replaces the existing network and uses a mix of different technologies—including fibre-optic, fixed wireless and satellite—to connect homes and businesses. The type of technology you will have is based on a range of factors, including where you live and the most cost-effective way to provide you with fast internet access. More information on the different technology types can be found here.

Along with the internet, the NBN will be used to provide most landline voice telephone services. If the NBN is coming to your area, you will need to move your voice and internet service to the NBN to ensure you stay connected.

Moving to the NBN

It’s important to know that connecting to the NBN is not automatic.

You need to contact a telco to arrange to move your phone and/or internet service to the NBN, or you may be left without a service when the existing network is switched off.

Once NBN Co has announced that your area is NBN-ready, you may have up to 18 months to move your phone and internet services to the NBN.  Visit NBN rollout and switchoff deadlines for more information.

Remember, you don’t need to talk to NBN Co yourself as your telco is required to manage the connection for you.

Choosing a telco and plan

You have the choice of staying with your current telco or choosing a new one. 

The price of your NBN service will depend on the download (and upload) speed and your monthly data allowance.

To help you compare and choose NBN services, new rules require telcos give you information about download speeds, the typical household usage each plan supports, and details about things that can affect the quality of the service before you enter into a contract. For more information on choosing a service, click here. 

Will everything work?

The NBN requires power to supply landline phone and internet services. In the majority of circumstances an NBN landline phone and internet service will not operate during a power outage. Find out more.

When you connect to the NBN, some devices such as back-to-base alarm monitoring systems and medical alarm systems may not work (or work reliably).

It is vital you speak with your provider of alarms or any other services attached to your phone line to discuss what will or will not work. You may need to upgrade your devices to ensure compatibility with the NBN or seek new solutions, such as using the mobile phone network.

You should also register any monitored medical alarms on the NBN Co medical alarm register.

You may also need to have new cabling installed for existing phone sockets to continue to work. Take a look at our NBN installation and cabling requirements information.    

What if something goes wrong?

The ACMA has introduced new rules to improve your experience in moving to the NBN. These define the way that services are to be delivered and include protections to ensure you are not left without a service.  Find out more about your rights if there is a disruption to your telco service here.

The rules co-exist with a variety of established consumer safeguards and protections, including the Universal Service Obligation, the Customer Service Guarantee and priority assistance.   

How do I complain?

If you have a complaint about your NBN service, you should contact your telco (not NBN Co). For more information, visit our webpage on making a complaint to your telco. If you are unable to resolve your dispute directly, you may contact the Telecommunications Industry Ombudsman (TIO).

Last updated: 14 March 2019