What to Expect with Optus NBN - Fibre to the Node (FTTN)

Congratulations, you're now on your way to enjoying NBN internet from Optus!

You're probably wondering, what happens next? Well, we've put together this handy quick reference with the steps that we’ll take to keep you in the loop.

Getting to know - NBN Fibre to the Node (FTTN)

With Fibre to the Node (FTTN), NBN sets up a ‘node’ or network equipment box on your street. In most cases, NBN won’t need access inside your home.

Diagram showing how NBN FTTN works

If the nbnTM has been connected at your address before

Installation is as easy as plugging in your WiFi modem to an existing telephone connection socket on your advised connection date, simple!

If you’re not sure if your address is already connected to nbnTM, no worries - we’ll let you know what’s involved in the email or letter that we send.

If this is a brand-new nbnTM connection

We may need you to be home on the day of installation so that our Technician can connect the nbnTM service to your premises.

If the nbnTM Technician needs to do any more complicated work to get you up-and-running, you’ll be provided with a quote for the work. If not, the Technician may only need to connect you to the node on the street (between 7am to 2pm) to complete the installation.

Once the connection has been finalised, all you need to do is plug your WiFi modem into an existing telephone connection socket, simple!

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How will I be notified of what's happening?

The best way to track your order is with the My Optus app, available for compatible iOS and Android devices. Simply download the app and enter your order number the order number you received in your order confirmation SMS / email.

Tip: If you’re already an Optus mobile customer, open My Optus app and then select the Menu icon > Track My Order

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  SMS me a direct download link

Order Confirmation

When you order Optus NBN, we’ll send you an order confirmation email and / or SMS with your order number and a link to track your order, to keep you updated on what will happen next.

Appointment Confirmation and Reminder

If an nbnTM Technician is required to install the internet and/or phone service for you, we’ll send you an SMS within three (3) days of ordering your new service to confirm when the nbnTM Technician will attend. The date of the installation and whether it has been completed will also be visible in My Optus app.

If you need to reschedule your appointment, you can do this through Live Chat in My Optus app or chat to us here, however we strongly recommend you keep your appointment. Less than 48 hours’ notice may incur a cancellation fee.

If you have also booked a Professional Installation the details of your Optus appointment are included at the bottom of the SMS and within My Optus app.

We’ll then send you a handy reminder within two (2) days of the nbnTM installation, just in case it may have slipped your mind! If we need to reschedule an appointment for any reason, we'll let you know via SMS and you can see further details in My Optus app.

Set-up Information

You’ll receive an email or letter from us within (7) working days before your nbnTM installation which will contain account information such as your new username and temporary password. Please keep this email/letter in a safe place as you may need this to complete your installation.

Optus WiFi Modem Self-Installation Kit

We’ll send out your Self-Installation Kit (SIK) up to seven (7) days before the installation date. You’ll receive an SMS notifying you that we’ve dispatched it, and you can track its progress in the My Optus app. This SIK contains an Ethernet cable and if you don't already have one, a shiny new nbnTM compatible Optus WiFi modem too.

Need help setting up your modem? Check out the NBN Fibre to the Node Quick Start Guide.

nbnTM Appointment Finished

Finally, you’ll receive a confirmation SMS once the nbnTM service has been connected at your premises. If you’re transferring your phone number across to Optus from another provider, you can track its progress in My Optus app. You will also receive an SMS once your number transfer has been completed and your phone service is up and running. 

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