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What is an NBN Co Non-Standard Installation?

Quick answer: Australia Broadband does not charge any activation or setup fees and standard nbn™ installations are completed at no cost to you. Non-standard, additional or subsequent installations may require you to pay additional charges.

There are two types of NBN Co Non-Standard Installations:

  • NBN Co Subsequent Installation; and
  • NBN Co Non-Standard Installation

If any additional NBN Co installation charges apply, we’ll let you know how much (normally $297) and get your permission before you’re charged.

Are you renting?

If you’re renting and this NBN Co Non-Standard Installation fee applies, we recommend you request your landlord to reimburse you the $297 charge as it is a once off charge that only applies when you first connect your rented property to the nbn™ (the next tenant won’t have to pay for it which makes it a once off property cost).

If your landlord (or real estate agent) is unwilling to reimburse you for this one-off charge, we recommend you contact and seek advise from your State or Territory consumer protection agency as depending on the law in your State or Territory, your landlord may be required to reimburse you.

Visit the ACCC website on how to get help.

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NBN Co Subsequent Installation

While a small number of homes may be subject to additional NBN Co installation charges, the NBN Co Subsequent Installation is the most common.

NBN Co Subsequent Installation generally applies to premises connecting to the nbn™ using a Fibre to the Node (FTTN), Fibre to the Basement (FTTB) or Fibre to the Cabinet (FTTC) connection type. Similar to ADSL2+, the NBN Co uses a copper telephone line to connect your address to the nbn™. Therefore you’ll need an existing telephone line connected at your premises to get the nbn™.

What happens if I do not have an existing telephone line at my address?

If you don’t have a telephone line at your address, the NBN Co technician will need to install a new telephone line otherwise, you will not be able to connect to the nbn™. If you opt to proceed with the connection, a $297 Additional Line Connection Fee is levied by the NBN Co.

What happens if I have an existing telephone line at my address?

If you have an existing telephone line at your address, the NBN Co should be able to use this line to connect your premises to the nbn™, however, in some cases, it may require additional information to connect it. This may include the phone number of the line.

If your phone line is active, you will need to provide the phone number. If you do not know it or have recently moved into a rental or recently purchased property where the previous occupant has not yet cancelled their services (or the cancellation has not yet completed), you may have to provide Proof of Occupancy as your order will go into Connect Outstanding.

Connect Outstanding

Connect Outstanding occurs when you attempt to get a fixed line phone or broadband service connected at a property, but there is already an active service (that is not owned by you) at that address.

It occurs when you move into a rental or recently purchased property where the previous occupant has not yet cancelled their services (or the cancellation has not yet completed).

Please note: For landline phone services, the “owner” of the service is the person who is recorded on the account as the legal lessee of the phone line (typically the person who ordered the original connection). In some cases, this may not be the same person as the account holder for xDSL broadband services sharing the same phone line.

After your order is submitted, if the NBN Co requires the phone number of the line, your order will be placed on hold and a team member will contact you to obtain the phone number, to let you know if Connect Outstanding applies or if the NBN Co requires a new line to be installed (as it may be unable to use your existing line).

If you are unable to provide the phone number, Proof of Occupancy or the NBN Co determines it needs to install a new phone line and you opt to proceed with the connection, a $297 Additional Line Connection Fee is levied by the NBN Co.

Recommendation

To avoid paying a $297 Additional Line Connection Fee, we recommend you provide the phone number to us when you submit your order or on our request.

If you have moved into a rental or recently purchased property where the previous occupant has not yet cancelled their services (or the cancellation has not yet completed) visit There is already a service connected at my new address but it’s not in my name, what can I do? 

NBN Co Non-Standard Installation

If you have special requirements, the NBN Co technician may classify your install as Non-Standard.

Some considerations that make a Non-Standard install may include:

  • Where more than 12m of cabling is required to connect your modem to the nbn™ connection (includes fixings); or
  • Where more than two walls (cavity drops) need to be crossed to complete the cable run; or
  • Where more than 25m of additional cabling is required to connect your service.

If a Non-Standard Install is required, the NBN Co will provide a quote for any additional costs prior to starting your installation.

Updated on October 24, 2018

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