Men pulling fibre through pits

The NBN installation Part 1: Prior to installation day

Many of our customers ask us what they should expect with the nbntm installation process and while it differs for a lot of customers, we’ve come up with a 2 post series to give you some insight on the process and what to expect. Here’s part 1.

So you’ve ordered your nbntm connection and it’s the day of installation – what should you expect to happen?

Well, let’s first look at whether someone is required to come out and install an nbntm connection for you.

Do I need a technician to come to my premises?

If your premises has had an nbntm connection in the past, you have previously had a Telstra Cable or Foxtel delivered by cable (in the case of HFC technology areas) or your area is using Fibre to the Node technology, then its highly likely an nbntm technician is not required to attend your premises. More about that in a later post.

If you’ve not had nbntm connected previously or never had a Telstra Cable or Foxtel delivered by cable before, then in most cases you’ll need to have a technician come to your premise.

There are some exceptions; however we’ve covered roughly 95% of cases above.

If you’re still reading on, then it means you most likely need a technician to come out and perform some level of work.


When you order an nbntm broadband service through innoTel, we can tell you whether an installer needs to attend your premises. Each premise is categorised into a set of ‘Service Classes’ denoting the status of your premises and from that, we can determine what’s required.


Once you’ve submitted your order to innoTel, we’ll lodge your order with nbncotm and await their response of a next available installation date and time. Once we have this information, we will notify you of these details.

In addition to the installation date, the time provided will be a timeframe of when to expect the nbntm technician to arrive. This will generally be either 9am-12pm or 1pm-5pm.

Keep in mind that technician may no call prior to their arrival or to let you know roughly what time they’ll arrive, so we always recommend being available for the whole day in case they arrive early or late.

The timeframe is also not indicative of how long the installation will take. Each premise is different and some may require more or less work to be performed.

Leading up to the installation day

In the lead up to the installation day, it’s best to get yourself organised. The specific things you’ll need are:


When you submitted your innoTel nbntm order, if you purchased an nbn modem/router through us we will ensure this arrives to you as close to the nbntm install date as possible. If you have elected to provide your own modem/router, you’ll need to ensure this is purchased, configured and ready at your premises for installation day.

Access to your premises;

Sounds pretty straight forward; however if you’re in a building complex you may need to arrange access to areas like a communications cabinet or Multi-Distribution Frame (MDF), which are typically located on the ground floor or in the building’s basement.

A spare power source;

A spare 240v general purpose outlet (GPO / Standard power socket) will be required which will be used for the nbntm Network Termination Unit.

In addition to the above, someone over the age of 18 must be present at all times during the installation.


Stay tuned for Part 2: On installation day

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