Fixed Phone & Broadband Activations / Appointments: What Happens Next?

If you'd like to know the steps we take to get your new Optus Fixed Phone or Broadband service up and running, take a look at the useful information in this article.

Firstly, which Fixed Phone and/ or Broadband connection have you requested?


(or DSL)

 


(or Cable)


(or NBN)

Your Optus Direct Network (or DSL Broadband) service

Check out these topics to learn more.

What happens after placing a connection request?

Within 3 to 5 business days, you'll receive an SMS and a letter confirming your connection date.  If unexpected circumstances lead to a change in the connection date, we'll make every effort to let you know and arrange a new date. Please ensure the contact details you leave with us are correct. Alternatively, if you need to talk to us about your pending installation/ connection, call us.

Call us on

An Optus welcome letter will arrive a few days after your service is connected.

Yes TV by Fetch

If you've ordered a Yes TV by Fetch service, your set top box will be delivered shortly after your service is connected. Click here for more information.

Telephone Handsets

Unless you've ordered a new handset when arranging your connection with us, no additional handsets will be supplied. Any working handsets that you already have should work with your new Optus service provided they meet Australian standards.

Telephone Sockets and Extensions

We will attempt to activate all pre-existing telephone extensions that are linked to the phone line that you're connecting/ activating with us. No further sockets/ extensions will be installed by the technician unless you've requested new sockets to be installed when you placed your original connection request. If you require new extension sockets after your connection is completed, please contact an ACMA approved electrician.

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Connecting a new service with Optus (Not Porting)

After placing your connection request, you'll receive an SMS within 3 to 5 business days advising your connection date and time slot for a technician to complete your installation (8am-1pm or 1pm-5pm). This SMS will also provide your new Optus Phone Number.

Unless the telephone line you're connecting has never been connected before, the technician will attempt to activate your service remotely (at the exchange) and will only need to attend at your property, if the remote attempt isn't successful.

A person over 18 years of age who speaks English must be at the premises on the connection date at the appointment time.

If you're connecting to a Multi-dwelling Property (e.g. apartment, flat, etc.)

Once the technician has completed the work remotely, Optus will send an SMS to your mobile number asking you to confirm that your new Fixed Phone service is working.

If you reply 'No', an Optus representative will call/ SMS you after your first appointment to arrange a time for a second technician to arrive on the next business day to finalise the connection at your address.

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Transferring an active service to Optus from another service provider (Porting)

Don't Disconnect!

Do not disconnect the phone number that you're transferring to us, as it needs to remain active with your current service provider. 

Cancel any active complex feature(s) prior to transferring

Active 'complex' features must be cancelled with your previous service provider prior to your transfer going ahead. These features will prevent a successful transfer and delay your connection with us. Unfortunately, we cannot cancel these services on your behalf.

  • Complex features: include things like; FaxStream Duet, Multi-Number, ISDN, Line Hunt, etc.
  • Basic features: like Voicemail, Silent Number, Call Control, Caller ID, Call Return, Calling Number Display, etc. won't delay your connection or have any impact on the transfer to us.

Will a technician need to attend on the day of transfer?

It's rare for a technician to be required at your house when porting to an Optus Direct service. We'll let you know however if a technician is required.

Your service will become active with Optus by close of business on the day we specify in your SMS/ letter. We'll attempt to contact you within 24 hours of the date to confirm activation.

Note. It can sometimes take an additional business day for your phone number to fully port to the Optus Network. During this time, you may not be able to receive some incoming phone calls however you may choose to divert your phone number to a mobile or other phone number, prior to the transfer going ahead.

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If you're (also) connecting Optus DSL Broadband

Activation of your DSL Broadband service can be arranged for the same day as your Fixed Phone connection or for a later date, but not before it. Your DSL Broadband service will become active within 24 hours of your new Fixed Phone connection (unless it's a Naked Broadband service).

If you have a back-to-base alarm or hard-wired (mains powered) monitoring system running off the same Fixed Phone line as your Broadband service, please ensure you have a central filter installed before connecting the modem.

If you've ordered a new modem/ router from Optus…

Our couriers will call/ SMS the person taking delivery to confirm the arrangements 1 business day before activation. A modem/ router self-install connection kit will be delivered. This can be delivered to any address or person (over 18 years of age) you authorise at the time of order. Photo ID must be presented to take delivery.

If using your own modem/ router…

Your Optus Broadband service can be operated with any Optus approved modem as listed here on our website. Do not attempt to install your BYO modem before your connection is completed.
Optus Supplied Modem/ Router User guides are available for download from the links below:

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Your Optus Cable Network (or Cable Broadband) service

Check out these topics to learn more.

What happens after placing a connection request?

Within 3 to 5 business days, you'll receive an SMS and a letter confirming your connection date.  If unexpected circumstances lead to a change in the connection date, we'll make every effort to let you know and arrange a new date. Please ensure the contact details you leave with us are correct. Alternatively, if you need to talk to us about your pending installation/ connection, call us.

Call us on

An Optus welcome letter will arrive a few days after your service is connected.

Yes TV by Fetch

If you’ve ordered a Yes TV by Fetch service, your set top box will be delivered shortly after your service is connected. Click here for more information.

Telephone Handsets

Unless you've ordered a new handset when arranging your connection with us, no additional handsets will be supplied. Any working handsets that you already have should work with your new Optus service provided they meet Australian standards.

Telephone Sockets and Extensions

The technician will attempt to activate all pre-existing telephone extensions that are linked to the phone line that you're connecting/ activating with us. If additional wiring is required for this to occur, before commencing, the technician will provide you a quote for the work to be carried out. No further sockets/ extensions will be installed by the technician as part of the install however you can request this service from the technician on site who will provide a quote for the work before proceeding.

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Connecting a new service with Optus (Not Porting)

You'll receive a call or SMS 2-3 business days before connection. It will re-confirm the date and time slot your connection will take place.

Your installation/ technician appointment

Your Optus technician will arrive within the time slot we've confirmed with you. However, because the work may take 2 to 3 hours, we cannot guarantee that the installation will be completed entirely within this time slot. On the day of installation, if requested, the Optus technician will call to confirm 30 minutes before arrival.

An English speaker over 18 years of age, who is authorised by the account holder to sign off on the work, must be present during the appointment.

If not already installed, the technician will run an overhead cable from a power pole in the street to the least exposed side of your house, where a small box will be installed to connect the external and internal components of your cabling.

Note: Some drilling may occur as part of your installation.

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Transferring an active service to Optus from another service provider (Porting)

Don't disconnect!

Do not disconnect the phone number that you're transferring to us, as it needs to remain active with your current service provider. 

Cancel any active complex feature(s) prior to transferring

Active 'complex' features must be cancelled with your previous service provider prior to your transfer going ahead. These features will prevent a successful transfer and delay your connection with us. Unfortunately, we cannot cancel these services on your behalf.

  • Complex features: include things like; FaxStream Duet, Multi-Number, ISDN, Line Hunt, etc.
  • Basic features: like Voicemail, Silent Number, Call Control, Caller ID, Call Return, Calling Number Display, etc. won't delay your connection or have any impact on the transfer to us.

Your installation/ technician appointment

You'll receive a call or SMS 2-3 business days before your connection date. It will reconfirm the date and time slot your connection will take place.

Your Optus Technician will arrive within the time slot we've confirmed with you. However, because the work may take 2 to 3 hours, we cannot guarantee that the installation will be completed entirely within this time slot. On the day of installation, if requested, the Optus Technician will call to confirm 30 minutes before arrival.

An English speaker over 18 years of age, who is authorised by the account holder to sign off on the work, must be at the premises during the appointment.

If not already installed the technician will run an overhead cable from a power pole in the street to the least exposed side of your house, where a small box will be installed to connect the external and internal components of your cabling.

Note: Drilling and wiring may occur as part of your installation.

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If you're (also) connecting Cable Broadband

The Optus technician will supply your modem/ router (if ordered) and any associated software you've requested for the installation.

Make sure your computer meets our system requirements and is ready to use. This way, your technician will be able to check that your broadband is working correctly when installing broadband.

Using your own modem/ router?

Your Optus Broadband service can be operated with any Optus approved modem as listed here on our website. Do not attempt to install your BYO modem before your connection is completed.
Optus Supplied Modem / Router User guides are available for download from the links below:

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National Broadband Network (or NBN Broadband)

Check out these topics to learn more.

What happens after placing a connection request?

Within 3 to 5 business days after placing your connection request, you'll receive an SMS and a letter confirming your connection date.  You can also see live updates on the progress of your order through every step until you're up and running. For more information, see this article.

For more information on what to expect with your NBN service, please select your product type below:

If unexpected circumstances lead to a change in the connection date, we will make every effort to let you know and arrange a new date. Please ensure the contact details you leave with us are correct. Alternatively, if you need to talk to us about your pending installation/ connection, call us.

Call us on

Yes TV by Fetch

If you’ve ordered a Yes TV by Fetch service, your set top box will be delivered shortly after your service is connected. Click here for more information.

NBN Equipment Installation

If you have not had a Network Termination Device (NTD) installed previously, it will be installed with your new connection. Some things you need to consider about your NBN NTD installation location are:

  • This is a long term installation, consider how your premises may be arranged in 5 or 10 years' time when choosing a spot
  • Choose a low traffic area, so as to minimise any potential damage to the NBN NTD
  • The area must be well ventilated and not exposed to extreme temperatures or humidity

Telephone Handsets

Unless you've ordered a new handset when arranging your connection with us, no additional handsets will be supplied. Any working handsets that you already have should work with your new Optus service provided they meet Australian standards.

Telephone Sockets and Extensions

Your NBN telephone service works slightly different from your normal telephone service. Your telephone will actually plug straight into your NBN modem. It's important to note that all pre-existing working telephone extensions that are linked to the phone line should work, however they may require rewiring by a technician.

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Connecting a new service with Optus (Not Porting)

You'll receive a call or SMS 2 to 3 business days before connection. It will re-confirm the date and time slot your connection will take place. Unless you've opted for an NBN self-install kit, 2 technicians may need access to your premises for a new NBN connection. 

For more info, select which type of installation you've requested below:

 

NBN Professional Installation

To connect your NBN service, 2 technicians may need access to your premises - an NBN Technician and an Optus Technician.

Who does what?

Appointment 1: NBN Technician

An NBN technician will attempt to connect your premises to the fibre network either remotely or at your property. Therefore, an English speaker who's over the age of 18 needs to be their during the appointment time should they need to attend at your property.  If required, the NBN technician will arrive in the following time slots:

  • Morning: 7.30am - 12pm
  • Afternoon: 12pm - 5pm

Note. Some complex installations can take up to 8 hours.

Appointment 2: Optus Technician

An Optus technician will attend at your property after the NBN technician has completed their work (either remotely or on-site). The Optus Technician will connect your Optus Modem to the NBN Network Terminating Device in your premises, your existing phone sockets and your PC to the modem/ router.  The Optus Technician may need a couple hours to complete your connection and will arrive in the following time slots:

  • Morning: 8am - 12pm
  • Afternoon: 1pm - 5pm

 

NBN Self Installation

Normally 2 technicians are required to activate a NBN connection. If you're eligible and have ordered an NBN self-install kit, then only the NBN technician appointment is needed. Click here for more info on eligibility.

NBN Technician Appointment

An NBN Technician will attempt to connect your service to the fibre network either remotely or at your property. Therefore, an English speaker who's over the age of 18 needs to be their during the appointment time should they need to attend at your property.  If required, the NBN technician will arrive in the following time slots:

  • Morning: 7.30am - 12.00pm
  • Afternoon: 12.00pm - 5.00pm

Note. Some complex installations can take up to 8 hours.

Self Installation

Once the scheduled NBN technician appointment time has elapsed, you can complete your self-installation using the equipment and user guide that we'll send to you 3 to 5 business days prior to your installation date.  The user guide is also available for download using the link below:

 

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Transferring an active service to Optus from another service provider (Porting)

Don't Disconnect!

Don't disconnect the phone number that you're transferring to us, as it needs to remain active with your current service provider. 

Cancel any complex feature(s) before your connection date

Active 'complex' features must be cancelled with your previous service provider prior to your transfer going ahead. These features will prevent a successful transfer and delay your connection with us. Unfortunately, we cannot cancel these services on your behalf.

  • Complex features: include FaxStream Duet, Multi-Number, ISDN, Line Hunt, etc.
  • Basic features: Voicemail, Silent Number, Call Control, Caller ID, Call Return, Calling Number Display, etc. won't delay your connection or have any impact on the transfer to us

In some instances, it may take an additional business day for your phone number to fully port to the Optus Network. During this additional day, you may not be able to receive some incoming phone calls. If you think this will be a problem, you can choose to divert your phone number to a mobile or other phone number, prior to the transfer going ahead.

About your installation date/ technician appointments

You'll receive a call or SMS within 2 to 3 business days before connection. It will re-confirm the date and time slot your connection will take place. Unless you've opted for an NBN self-install kit, 2 technicians may need to access your premises for a new NBN connection. 

For more info on how your connection is going to proceed, select which type of installation you've requested below:

NBN Professional Installation

To connect your NBN service, 2 technicians may need to access your premises - an NBN Technician and an Optus Technician.

Who does what?

Appointment 1: NBN Technician

An NBN technician will attempt to connect your premises to the outside NBN network either remotely or at your property. Should they need to attend at your premises, someone over the age of 18, who speaks English, needs to be at their during the appointment time. If required, the NBN technician will arrive in the following time slots: 

  • Morning: 7.30am - 12pm
  • Afternoon: 12pm - 5pm

Note. Some complex installations can take up to 8 hours.

Appointment 2: Optus Technician

An Optus technician will attend your property after the NBN technician has completed their work (either remotely or on-site). The Optus Technician will connect your Optus Modem to the NBN Network Terminating Device at your premises, your existing phone sockets and your PC to the modem/ router.  The Optus Technician may need a couple hours to complete your connection and will arrive in the following time slots:

  • Morning: 8am - 12pm
  • Afternoon: 1pm - 5pm

Note: Some drilling may occur as part of your installation.

 

NBN Self Installation

Normally 2 technicians are required to activate an NBN connection - an NBN technician and an Optus Technician. If you're eligible and have ordered an NBN self-install kit, then only the NBN technician appointment is needed.  

NBN Technician Appointment

An NBN Technician will attempt to connect your premises to the fibre network either remotely or at your premises. Therefore, an English speaker who's over the age of 18 needs to be at their during the appointment time should they need to attend at your property.  If required, the NBN technician will arrive in the following time slots:

  • Morning: 7.30am - 12pm
  • Afternoon: 12pm - 5pm

Note. Some complex installations can take up to 8 hours.

Self Installation

Once the scheduled NBN technician appointment time has elapsed, you can complete your self-installation using the equipment and guide that we'll send you 3 to 5 business days prior to your activation/installation date. The user guide is also available for download using the link below:

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If you haven't organised a connection yet, see these links instead.

  • To relocate your existing Optus service(s).See this article
  • To organise new Fixed Phone and/ or Broadband service(s). See this article