What do I need to know about an installation or upgrade?
Here are a few things to know before, during and after installing or upgrading your internet.
Take me to
Your connection type
Your connection type depends on your address and the plan you’ve chosen. If you’re not sure what type is being installed, check your order emails or sign in to My Telstra and go to Services.
If you’ve chosen an nbn® Fibre Upgrade, you’re moving to FTTP.
Fibre to the Premises - nbn (FTTP)
FTTP uses optical fibre all the way to your premises, and to the nbn connection box inside your premises.
Prepare for installation
Find out how to prepare with this nbn FTTP installation video. In summary:
Homeowner permission
If we need to install equipment and you’re renting, you’ll need to have your landlord or body corporate's consent for the installation. If you’re in an apartment building, your building manager will need to give the technician full access to the communications room.
Technicians will visit
Take time to understand what equipment the technician will install inside and outside your house, because your modem may have to move. The appointment can take 3-4 hours.
Preferred location
We strongly recommend you understand where your nbn connection box can be installed and prepare for whether it might affect modem placement. Modem placement may impact your internet performance or cabling, so it’s important to get right.
On the day, you can tell the technician your preferred location for the connection box and discuss what options you have. You’ll be able to sign off on everything before the installation begins.
Check our information on where the equipment can be installed and modem placement tips.
Once your upgrade is complete, connect your modem to the new nbn connection box to activate your service. You may need an extra ethernet or phone cable for this.
nbn technicians will install equipment including: fibre cabling, an nbn utility box outside your premises and an nbn connection box inside your premises.
Find out what will be installed and where it will go in this nbn FTTP equipment video.
The equipment needed for FTTP is as follows:
- Outside the premises: nbn utility box. The maximum size of the box is 250mm (w) x 260mm (h) x 80mm (d).
- Inside the premises: the nbn connection box. The box size is 235mm (w) x 195mm (h) x 70mm (d).
Find out what will be installed and where it will go in this nbn FTTP equipment video.
The internal connection box can be installed within 12 metres of the FTTP utility box on the outside of your house. The nbn technician will discuss your preferred location before you sign off on it, so it helps to have an idea of where you want it. Remember, having your modem closer to your devices can give a better experience and you probably don’t want flashing lights in your bedroom.
Location and clearance around the equipment needs to be considered, dependent on installation locations.
The nbn connection box should be installed:
- Within 3 metres of an existing power point outlet inside your premises.
- Within a 12 metre radial distance of the nbn utility box. If there is no suitable location within the 12 metre radius according to nbn installation guidelines, the technician will, where feasible, install the nbn connection box in the nearest most suitable location beyond 12 metres.
- In an easily accessible location for convenient monitoring of the indicator lights, if required.
- Away from existing utilities such as gas lines, external water systems and away from direct sunlight.
- In an easily accessible location taking into consideration health and safety (for example, our technicians are not able to access low roof spaces or low underfloor spaces).
- In a safe position where it will not be easily damaged.
- In a cool, dry, ventilated area. It cannot be placed in a wet area, such as the bathroom, laundry, kitchen wet area or under a window that opens.
- On the ground floor in a multi-story building.
- On the inside surface of the external wall that your nbn utility box was installed (and within the same building).
- Not in a garage or a bedroom unless:
- You specifically request it or;
- There’s existing Ethernet cabling from the garage or bedroom to a better location for your Wi-Fi router or;
- A pathway has been provided from the nbn utility box to the garage or bedroom or;
- It’s the only safe or feasible option due to the construction/ layout of your premises.
Additional charges may apply if you require equipment to be installed in a specific location.
To learn more, read through these handy nbn guides:
Fibre to the Premises - Opticomm (FTTP)
FTTP uses optical fibre all the way to your premises, and to the network termination device inside your premises.
Prepare for installation
Homeowner permission
If we need to install equipment and you’re renting, you’ll need to have your landlord or body corporate's consent for the installation.
Technicians will visit
Take time to understand what equipment the technician will install inside and outside your house.
Preferred location
If we can’t install equipment in your preferred location, there are options like using a registered cabler or running an ethernet cable.
Opticomm technicians will install equipment including: fibre cabling, a premises connection device (PCD) outside your premises and a Network Termination Device (NTD) inside your premises.
The NTD size is 296mm (w) x 256mm (h) x 40mm (d).
Location and clearance around the equipment needs to be considered, dependent on installation locations.
Opticomm equipment must be installed in a weather protected location such as an enclosed garage or other location allowed under the cabling provider rules.
Additional charges may apply if you require equipment to be installed in a specific location.
Fibre to the Curb (FTTC)
FTTC uses Optical Fibre leading to a small node in the telecommunications pit or mounted to the pole outside your premises. From the node, a copper telephone cable delivers the service to the wall socket inside your premises.
Prepare for installation
Find out how to prepare with this nbn FTTC installation video. In summary:
Homeowner permission
If we need to install equipment and you’re renting, you’ll need to have your landlord or body corporate's consent for the installation.
Technicians will visit
Take time to understand what equipment the technician will install inside and outside your house.
Preferred location
If we can’t install equipment in your preferred location, there are options like using a registered cabler or running an ethernet cable.
nbn technicians will run the nbn to your wall socket and connect a connection box to it.
The equipment needed for FTTC is as follows:
To power your service with electricity and provide your connection to the nbn network, an nbn connection box will be required inside your home or business.
It will be installed:
- No more than 80cm away from a power point within the premises that nbn and your phone and internet providers equipment can remain plugged in to.
- A cool, dry, ventilated area (nbn-supplied equipment cannot be installed in a damp or wet area such as; a kitchen, bathroom, laundry, or under a window that opens).
- Away from busy areas where it may be knocked or damaged.
- Somewhere easy for you to check the indicator lights.
- In the same building as the main electric meter box or distribution board (i.e. not in a separate detached garage).
Additional charges may apply if you require equipment to be installed in a specific location.
To learn more, read through this handy nbn guide:
Fibre to the Node / Building (FTTN/FTTB)
FTTN/FTTB uses Optical Fibre leading to a node in your street, a nearby street, or in a building communications equipment room, with a final stretch of copper to your wall socket inside your premises.
Prepare for installation
Find out how to prepare by watching nbn installation videos:
nbn technicians will run the nbn to your wall socket.
The equipment needed for FTTN/FTTB is as follows:
Additional charges may apply if you require equipment to be installed in a specific location.
To learn more, read through these handy nbn guides:
Hybrid Fibre Coaxial (HFC)
HFC uses Optical Fibre leading to a node in your street, or a nearby street, with a final stretch of coaxial cable to your premises, and to the nbn modem within your premises.
Prepare for installation
Find out how to prepare with this nbn HFC installation video.
nbn technicians will install equipment including an nbn utility box outside your premises and an nbn connection box inside your premises.
The equipment needed for HFC is as follows:
To power your service with electricity and provide your connection to the nbn network, an nbn connection box will be required inside your home or business.
It will be installed:
- No more than 80cm away from a power point within the premises that nbn and your phone and internet providers equipment can remain plugged in to.
- A cool, dry, ventilated area (nbn-supplied equipment cannot be installed in a damp or wet area such as; a kitchen, bathroom, laundry, or under a window that opens).
- Away from busy areas where it may be knocked or damaged.
- Somewhere easy for you to check the indicator lights.
- In the same building as the main electric meter box or distribution board (i.e. not in a separate detached garage).
They will connect your connection box to your HFC wall outlet using a coaxial fly lead. If you don’t have a compatible HFC wall outlet, the nbn technician may install a new wall outlet. The connecting cable must run 40m or less from the nbn utility box to the new wall outlet.
Additional charges may apply if you require equipment to be installed in a specific location.
To learn more, read through this handy nbn guide:
Fixed Wireless (FW)
FW uses a fixed antenna on your roof to receive a signal from your local nbn Wireless tower, with internal wiring to the nbn connection box inside your premises.
Prepare for installation
Find out how to prepare with this nbn FW installation video.
nbn technicians will install equipment including an nbn utility box outside your premises and an nbn connection box inside your premises.
The equipment needed for FW is as follows:
To power your service with electricity and provide your connection to the nbn network, an nbn connection box will be required inside your home or business.
It will be installed:
- No more than 80cm away from a power point within the premises that nbn and your phone and internet providers equipment can remain plugged in to.
- A cool, dry, ventilated area (nbn-supplied equipment cannot be installed in a damp or wet area such as; a kitchen, bathroom, laundry, or under a window that opens).
- Away from busy areas where it may be knocked or damaged.
- Somewhere easy for you to check the indicator lights.
- In the same building as the main electric meter box or distribution board (i.e. not in a separate detached garage).
Additional charges may apply if you require equipment to be installed in a specific location.
To learn more, read through this handy nbn guide:
On the day
The person at home will need to discuss equipment placement with the nbn technician and make decisions about the installation of your service. Make sure they know where you want the equipment installed and what to expect.
They should also be at least 18 years of age and there for the entire duration of the appointment – this could be 3-4 hours and may extend beyond the technician’s arrival window.
Once you've placed an order for Home Internet, you'll receive an order number in your order summary email. Track the progress of your order in My Telstra or use Track my order to check the current status or change your appointment date.
If you cancel or reschedule within 24 hours of the appointment, you may be charged the Call Out Fee but the Service Fee will be refunded.
After installation
Once your installation or upgrade is complete, you can connect your modem to activate your service. If you’ve chosen an nbn fibre upgrade, you may need an extra ethernet cable and/or phone cable.
For more information, refer to the parts you need and learn how to set up my Telstra Smart Modem.
The way your home is set up for internet, and the way you use it, can often affect your speed.
You can run ethernet cables through your home to move your modem to a more suitable position. Moving nbn-installed equipment isn’t possible on your own.
By law, only nbn and authorised contractors can work on nbn assets and infrastructure. Any interference, including unauthorised tampering or modifications, may result in legal action.
A registered cabler can connect a new LAN or phone outlet for a fee, so you can relocate your Telstra Smart Modem. You can find more information on registered cablers at the ACMA website.
Rather get in touch? Let's get you connected
Sign in to the My Telstra app
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more
Chat with us
If you don't use My Telstra, you can still chat with us online.
Multilingual support
If you'd like to speak with us in your preferred language, we've got you covered.