What to Expect with Optus NBN - Fibre to the Basement (FTTB)

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 Basement (FTTB)

With Fibre to the Basement (FTTB), NBN equipment is installed in your building’s basement or communications cupboard. In most cases NBN won’t need access inside your home.

Diagram showing how NBN FTTB 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 - we'll let you know when this is. 

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’ll need you to be home on the day of installation just in case the Technician needs access to your premises; however most of the work will be completed inside your building’s basement or communications cupboard. In some cases, an Optus Technician may need to come out to complete the installation after the nbnTM appointment. If this needs to happen we will let you know.

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 to use the My Optus app, available for compatible iOS and Android devices. Simply download the app and enter 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

Apple App Store Download Google Play Store Download  
  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.

Appointment Confirmation and Reminder

If an nbnTM Technician is required to install your internet and/or phone service, 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, 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 an Optus 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 your 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 Basement 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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