nbn™ Appointment information
This article provides a way for you to learn more about nbn™ appointments and what actions you can take if your appointment hasn't gone the way you were expecting.
What you can do if your appointment hasn't gone to plan
From time to time, due to issues outside of Superloop control, your NBN Co technician may miss or delay your nbn™ installation. This could be due to a variety of reasons, such as the NBN Co technician being held up at a previous job which turned out to be complex, it could be due to OH&S issues (such as unsafe weather conditions or dangerous physical conditions present at the site; such as wood rot, asbestos, or exposed cables), or simply because of a personal or private reason.
Typically, you will know there is an issue with the nbn™ installation appointment before we do, as we only get notified by NBN Co there has been a problem after the installation time window has passed.
Generally, if the appointment is missed or delayed for whatever reason, we will have to reschedule the appointment for a later date. The available times and dates are completely outside of our control; NBN Co will present us with a list of installation times and dates, and we will normally select the next available appointment from the availability options (unless otherwise specified by you if you have a preferred day and time bracket).
Important Considerations
- If you believe that your appointment was missed or delayed, please wait until after the appointment window has lapsed (aka – after 12pm if you had an 8am-12pm appointment, or after 5pm if you had a 1pm-5pm appointment) before contacting us as we will need to wait for NBN Co systems catch up and register that the appointment was not successfully completed before we have the ability to re-schedule the appointment (as technicians may be running late, and not immediately update the appointment status).
- We will always keep you updated as soon as NBN Co updates us on the status of your installation, so please be patient, it can sometimes take up to 48 hours (business days) for NBN Co to provide us with an update.
- If the NBN Co contractor has damaged your property, you're unhappy with the nbn™ equipment/technology location, or you were dissatisfied with the NBN Co contractor's conduct/workmanship, you can contact NBN Co directly on 1800 687 626 or you can let them know online here.
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