Track your NBN order

Looking to track your NBN order? We'll notify you via text of key events in the connection process including:

  • confirmation of your order
  • details of any technician appointments
  • modem delivery
  • when your service is up and running

You can also receive updates on every step of your installation via the My Optus app available for compatible iOS and Android devices. Alternatively, you can track your order at optus.com.au/trackmyorder.

Important. The information provided by optus.com.au/trackmyorder is delayed compared to My Optus app.

Select your tracking method below to learn more.

Track your order with My Optus app

Know exactly what stage your order is at by downloading the My Optus app and entering your 1-18 digit order number (it's in your order confirmation SMS or email).

If you’re already an Optus mobile customer, make sure you have the latest version of My Optus app. Open the app > select More > Track My Order.

Track My Order will provide live updates for every step of your order, from when you first placed it to when your broadband / phone is up and running. If there's anything you should be made aware of or there is something that needs your attention, we'll highlight exactly what you need to know. If you have any questions you can Live Chat with us within the app.

Here are some of the connection events you can track in My Optus app. Note. You will only see the events relevant to your nbnTM.

nbn™ Appointment

An nbn™ appointment isn’t always needed, but if it is you'll see it here and we’ll be in touch to arrange a time. The app will show To be confirmed while we arrange the date with nbnTM and Scheduled once it’s confirmed.

If we need to reschedule your appointment, we’ll let you know and your appointment information will be updated in the app.  You’ll see a confirmation when your nbnTM appointment is complete.

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Optus WiFi Modem

Most Optus nbn™ customers will receive a new Optus WiFi modem. If you're receiving a modem, this section of Track My Order will show when it's packed, ready to go, dispatched and when you should expect to receive it.

You’ll see a confirmation when the package has been delivered. If for any reason the package could not be delivered, you’ll see a notification as well as instructions on what to do.

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Optus Installation

You may have chosen to have your Optus WiFi modem installed by an Optus technician. The date and timeslot of your scheduled install date will show in this section (if there is no scheduled date, we’ll be in touch to schedule one).

As the Optus Installation must be done after the nbnTM installation, the status will show as To be confirmed until we have confirmed your nbnTM appointment as well. Once it is confirmed your Optus Installation will show as Scheduled.

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Service Activation

The Service Activation section lets you track the activation of your nbnTM service. The Scheduled status will give you the date that you can plug in your Optus WiFi modem and connect. You may see In Progress when your broadband is being set up in our systems. Attention Required means your line is active – time to connect your modem! And once your modem is connected you’ll see Complete – a final confirmation that your nbnTM broadband is all set up and ready to go.

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Some elements of your Optus nbnTM order are not tracked in My Optus app. If your plan includes a Fetch box you can track the delivery here. Learn more about Fetch delivery times.

Track your order at optus.com.au/trackmyorder

Important. The tracking information provided at optus.com.au/trackmyorder is slower to update than the tracking information provided in My Optus app. If you have a compatible iOS or Android device please use My Optus app to track your order.

Know where your order is up to by entering the order number we sent you by SMS or email at optus.com.au/trackmyorder. Track your order provides updates for every step of your order, from when you first placed it to when you're up and running. If there's anything you should be made aware of, or if there is something that needs your attention, we'll display a message and highlight exactly what you need to know.

Track your order will show separate sections for installation appointments (including any changes), delivery details and set up information. You can open each of these sections on the Track your order page for more detail. The relevant sections will automatically open and any sections that have been completed will automatically close.

Some of the sections that you’ll find on Track your order include:

Optus Installation Kit

Most Optus nbn™ customers will receive a new Optus modem. This section of Track your order shows when your modem is packed, ready to go, dispatched and when you should expect to receive it.

You’ll see a confirmation when the modem has been delivered. If for any reason the modem could not be delivered, you’ll see a notification as well as instructions on what to do.

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nbn™ Appointment

As an nbn™ appointment isn’t always needed, Track your order will confirm whether you need one. If it’s too soon for us to know that you need an appointment, we'll tell you (if an nbn™ appointment is needed we'll be in touch to schedule one).

The date and timeslot of your scheduled nbn™ appointment will show in this section. If your nbn™ appointment has changed, we’ll highlight this for you (and include the date the change occurred as well as the original appointment details).

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Optus Appointment

You may have chosen to have nbn™ installed by an Optus technician. You’ll have to confirm this request using Track your order.

The date and timeslot of your scheduled install date will show in this section (if there is no scheduled date, we’ll be in touch to schedule one). If your install date has changed, we’ll highlight this for you (and include the date the change occurred as well as the original appointment details).

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Service Activation

The Service Activation section of Track your order lets you track the activation of your service(s). You'll see real-time status updates that let you know when:

  • nbn™ have activated the connection to your address
  • Your Optus Broadband has been successfully set up
  • Your Home Phone has been successfully set up (if you have one)
  • Your existing phone number has started and completed its transfer to Optus NBN from another carrier or from an Optus ADSL2+ or Cable service
  • All the steps are complete (a final confirmation that you're successfully installed)

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Fetch Delivery

If you've ordered Fetch or you've chosen a bundle where it's included, this section of Track your order will show when your Fetch set top box is dispatched and when you should expect to receive it.

You’ll see a confirmation when the set top box has been delivered. If for any reason the set top box could not be delivered, you’ll see a notification as well as instructions on what to do.

Lastly, you’ll see a confirmation to let you know your Fetch service(s) has been activated.

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