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How long will it take to install my nbnTM service?
Installation can take up to 23 business days. How long it takes depends on the type of NBN service available at your premises and availability of NBN Co technicians in your area.
Will I be kept up to date during the application process?
Yes, EnergyAustralia believes in keeping you in the loop, so we’ll let you know how your application is going and when your service is ready to be activated.
Will a technician need to visit my place?
This depends on the type of NBN available at your premises. We’ll let you know if an NBN Co technician needs to visit your place to install NBN equipment.
Can I change my connection appointment?
Yes, but you need to contact us on 1800 488 305 at least three business days before your scheduled appointment.
How can I keep track of my connection progress?
Once you’ve submitted your application, we’ll keep you in the loop with SMS or emails. You can also call us on 1800 448 305 to ask about your connection progress.
What will happen to my existing phone service if I switch to NBNTM?
Your existing phone service will be disconnected when the copper infrastructure is cut-off around 18 months after NBN is available in your area. You’ll need to cancel your service with your phone provider to avoid further charges. If you want to keep a phone service, you can bundle VoIP with your EnergyAustralia NBN.
Can I choose which NBN technology I want?
No, the technology to connect NBN to your premise is pre-determined by what’s available in your area and there’s no option to choose.
Will I have to pay the New Development Fee again if I move to a new place without NBNTM?
Yes, the New Development Fee is charged for each address that’s identified as being within a new development area.
What if I can’t be available on the appointment date?
You can arrange for someone else who is over 18 years old to be there for you, or you can change your appointment date by calling us on 1800 488 305 at least three business days before your scheduled appointment.
Who is authorised to change appointment date?
Only the primary account holder or an authorised representative can request an appointment change.
Can I ask for a specific appointment date?
Yes, and we’ll check if that date is possible, but we can’t guarantee it. We’ll confirm availability of the appointment date within 24 hours of your request.
After the appointment, can I use the NBN straightaway?
No, the technician needs to report that everything’s OK, then we’ll send you an SMS to confirm it’s ready to use.
Will I need additional instructions to use the new modem?
No, the modems we provide are pre-configured, so you can just plug and play.
Do I need to call to check progress of my order?
No, once you’ve submitted your application, we’ll keep you in the loop with SMS or emails. However, if you want you can call us on 1800 448 305 to ask about your connection progress.
Can I ask for connection to be made sooner?
Yes, and we’ll check if an earlier date is possible, but we can’t guarantee it. We’ll confirm availability of the appointment date within 24 hours of your request.
I missed my appointment, what happens now?
If a technician was required to attend your premises and no-one was there, you may be charged an incorrect call out fee of $220 (inc. GST). Call us on 1800 448 305 to ask about making a new appointment.
If I have FTTB/N and I have multiple phone sockets, can I connect my modem to any of them?
Yes, as long as all the sockets are running on the same line.