NBN with Optus: Tracking Your Connection & Order

Knowing exactly where your order’s up to is as simple as going to optus.com.au and entering the order number we sent you when you signed up (it's in your order confirmation email).  It's the best way to stay up to date.

You'll see live updates on the progress of your order from when you placed it, through every step until you're up and running – plus useful tips and information along the way.

Log in for the latest on installation appointments and key dates (including changes), equipment delivery, setting up your new services and more, as shown below:

You can open and close each step for more detail, but when you log in, the steps relevant at that time will automatically open (they'll also close when complete).

And if there's anything you should be aware of or something that needs your attention, we'll display a message and highlight what you need to know.


Cooling Off Period

If a cooling off period applies to your order, the Order Tracker will advise:

  • When the cooling off period started
  • How long it is
  • When the cooling off period has finished….which means we're busy getting you up and running!

Optus NBN Pre-Order

If you've pre-ordered NBN with Optus, you'll be able to see the planned date NBN will become available. The tracker will also highlight any changes to date that NBN might make.

You'll be able to see the status of your address once NBN is live and guide you through  the process of booking your installation appointment(s) (if required).


Optus WiFi Modem Delivery

Most Optus NBN customers will receive a new Optus modem.  The Order Tracker gives you visibility of when your modem is packed/ ready to go, dispatched and when you should expect to receive it.

There will be a notification if it couldn’t be delivered for any reason and instructions on what to do.

It will also show confirmation when it's been delivered to your doorstep safe and sound.


NBN Appointment

Not all Optus NBN customers need an NBN appointment, but if you do, the Order Tracker will confirm whether or not an NBN appointment is required for your address to be connected. If we don't know yet, we'll tell you (and that we'll be in touch to schedule one if it's required)

It will also confirm the date/timeslot of scheduled NBN.

Where an NBN appointment has changed, this is highlighted so you don't forget (and we include the details of the original appointment and when it was changed).


Optus Professional Installation

If you’ve chosen for an Optus technician to complete your installation, Order Tracker will confirm your request for Professional Installation, and if there's no date set yet, that we'll contact you to book it in.

 The tracker will also confirm the date/timeslot of your install once it's been set

Where your install date has changed, this is highlighted so you don't forget (and we include the details of the original date and when it was changed).


Service Activation

All Optus NBN customers can track the activation of their services through this section of Order Tracker.  When you log in, you'll see the real-time status from our Network including:

  • Confirmation NBN have activated the connection to your address
  • Confirmation your Optus Broadband has been successfully set up (including migrating existing Optus Broadband to Optus NBN)
  • Confirmation your Home Phone has been successfully set up (if you have one)
  • If you're bringing an existing phone number to Optus NBN from another carrier or transferring it from an Optus ADSL2+ or Cable service, we'll tell you when this process is initiated and confirm when it's complete and you're good to go
  • Final confirmation you're successfully installed when all the steps are complete

Yes TV by Fetch

If you've ordered Yes TV by Fetch or you've chose a bundle where it's included, Order Tracker gives you visibility of:

  • When your Yes TV by Fetch set-top box has been dispatched and when you should expect to receive it
  • Notification if it couldn't be delivered for any reason and instructions help on what to do
  • Confirmation when it's been delivered to your doorstep safe and sound
  • Confirmation when your Yes TV by Fetch has been activated