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Your nbn Fibre Upgrade: What to expect before, during & after

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Upgrading to Fibre? Here’s Your Step-by-Step Guide

We’re making your upgrade simple and stress-free. Here’s what to expect before, during, and after installation.

 

The three-step process:

1

Get ready for your appointment

  • You’ll receive an SMS from nbn with your confirmed appointment date/time.

  • An adult (18+) must be home during the entire installation.

  • If you rent, make sure your landlord has approved the upgrade.

  • Your current internet will keep working until the switch.

 

Install Checklist (PDF)

2

What Happens on the Day

  • An nbn technician will install:
    • An nbn utility box outside
    • An nbn connection box inside your home
  • Allow for short power/internet interruptions (approx. 30–60 mins).
  • You’ll be asked to confirm equipment placement before work begins.

 

What to Expect on the Day (PDF)

3

Activate and Optimise Your Fibre Connection

  • We’ll let you know when your fibre service is ready to use.

  • Connect your modem to the new nbn connection box using the instructions we provide.

  • For the best performance, place your modem in a central, open location and use an Ethernet cable where possible.

 

Fibre Optimisation Tips (PDF)

Popular Questions About Upgrading to Fibre

What if I miss my appointment?

What if I miss my appointment?

No problem — you can reschedule.

If you miss your nbn installation, the technician will leave a card with instructions. You can also reschedule anytime via My Account or by contacting SpinTel support. Missed appointments may delay your upgrade.

Can I change the install date?

Can I change the install date?

Yes, but give us notice.

Change your installation date via My Account or by contacting support. Request changes at least 48 hours in advance to avoid delays.

Do I need a new modem?

Do I need a new modem?

It depends on your current setup.

Most modern modems work with fibre, but for the best speeds, we recommend a Wi-Fi 6 compatible modem. Not sure? Contact us, and we’ll check for you.

Will I lose internet during the upgrade?

Will I lose internet during the upgrade?

There may be a short interruption.

Installation may cause a 30–60-minute interruption while the technician switches your connection. You can use your current service until the fibre is activated.

Will it cost anything to upgrade?

Will it cost anything to upgrade?

There is no charge to upgrade your existing FTTN or FTTC service to fibre. If the technician determines that this is not a standard connection, we will inform you of any additional charges and request your consent before proceeding.

I am a renter. Do I need to contact the landlord for permission?

I am a renter. Do I need to contact the landlord for permission?

Yes — you’ll need permission, as installation may involve drilling or minor digging.

Ready for Fibre?

Let's get you connected!

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Frequently Asked Questions

Most installations take around 2–4 hours, but it can vary depending on your home setup. The technician will let you know if it’s likely to take longer.
The technician will install a new fibre connection box (called an nbn Network Termination Device) inside your home. They’ll test the connection to make sure everything is working before leaving.
The technician will discuss the best location with you before starting. Ideally, it should be near a power point, away from wet areas, and in a spot where your modem can connect easily.
In most cases, yes. The technician may need to drill a small hole in an external wall to run the fibre cable inside. If you’re renting, you’ll need permission from your landlord before the appointment.
If you have issues with your new fibre connection, contact SpinTel support. We’ll help troubleshoot remotely, and if needed, arrange for nbn to return to fix any installation issues.
Once your fibre connection is active, your old nbn equipment (like the copper or HFC connection box) will no longer be needed. You can return it to NBN if requested or recycle it responsibly.
If you use a home phone service through your nbn connection, it will also switch over to fibre. Make sure any connected devices (like medical alarms or security systems) are compatible — we can help check this for you.