Getting set up on the nbn™ network

We're here to help you get your internet service connected,
answer questions about your nbn appointments or help you configure your modem. 

Connecting an internet service

Whether you're connecting for the first time or you're looking for a better deal, we'll help you get on the nbn network. To find out if you can get an nbn service at your address and to sign up, head over to our nbn Plans page. 

What you'll need to get an internet service

You'll need to provide us your personal details including service address, contact information and a mobile number for SMS updates. We'll also need to complete a credit check to process your application and you'll need to be over 18 years old. You can find more details of how we collect, use and disclose your credit-related personal information by reading our Privacy Policy.

Once your sign-up is completed and your application is processed we will let you know if a technician is required and send details of available appointments via SMS.

If you've ordered a modem through us, we'll aim to get this to you prior to your scheduled connection date. If you're bringing your own modem, you'll be able to connect it on your scheduled connection date provided that it is nbn compatible. Check our modem set-up guides below for more details.

Connect to the nbn network

You can check your address by going to our nbn Plans page. AGL internet services are available for the following connection types:

  • Fibre to the Premises (FTTP)
  • Fibre to the Node (FTTN)
  • Fibre to the Building (FTTB)
  • Fibre to the Curb (FTTC)
  • Hybrid Fibre Coaxial (HFC)
  • Fixed Wireless

Our plans are not available for Sky Muster™ satellite services.

Priority assistance

We don't offer Priority Assistance. If anyone at your home or business has a life threatening medical condition and would be at risk without a phone service, our internet plan is not suitable. Please contact another provider, such as Telstra, if you require Priority Assistance.

How and when the internet will get connected

Once you've placed an order on our nbn Plans page, we'll begin processing your connection. Depending on your connectivity type and previous installations, an nbn technician appointment may be required. We'll let you know and provide details of the appointment if needed.

If a technician appointment isn't required, hang tight. We'll arrange to get you connected remotely and dispatch your modem, if it's been ordered. We'll keep you posted on the progress and provide a connection date as soon as possible.

Installation day
On the appointment day, the nbn technician will arrive and complete the installation of the required nbn connection box. Someone over the age of 18 will need to be present to discuss the connection location with the technician. You may also need to have permission from your landlord, or body corporate.

Non-standard installation may incur a cost but we'll advise you of this prior to the installation appointment.

If a technician isn't required, you'll be connected remotely on the requested day.
Changing an appointment

Get in contact with our team as soon as possible and we'll help you arrange a different date and time.

Missing an appointment

If you miss a technician appointment you may incur a fee, so let us know as soon as possible if you're unable to make it and we can arrange a new time with you. 

If you cancel an appointment less than 24 hours before the scheduled appointment start time, there is a fee of $82.50 (inc GST) or $165 (inc GST) if the appointment is outside normal business hours. If a technician attends your property for a scheduled appointment and no one is there to let the technician in, there is a fee of $82.50 (inc GST) or $165 (inc GST) if the appointment is outside normal business hours.

Get in touch with our team for more details on third-party charges.

Location for installing the nbn equipment
You'll be able to choose the location in your home that the nbn connection box will be installed, however, if the location isn't suitable, the nbn technician will work with you to find a more suitable location.
If the weather interferes on installation day
If the weather conditions make it unsafe for the nbn technician to attend or complete the installation, we'll reschedule the appointment and let you know.
Cancelling or changing an nbn order

If you need to make changes or want to cancel your order, get in touch with our team to arrange this as soon as possible.

Connection time-frames
The time-frame to get you connected to an AGL internet service can range from days to weeks depending on: 

  • Your location (metro or rural)
  • The availability of technician appointments
  • If your premises has previously had nbn equipment installed.

Setting up your modem

If you've received a modem from us, we'll include further instructions in the box. For modem set-up guides, select your connection type below. 

If you're not sure of your connection type, you can find this in your confirmation email.


Getting the Wi-Fi Password
After your modem has been set up, you'll be able to connect to your Wi-Fi using the SSID and security key found on the back or under-side of your modem.

If you've brought your own modem, this may have been changed from the factory settings. To reset your factory settings, refer to your modem guide or contact the manufacturer.
Troubleshooting support

For more help troubleshooting potential connection issues, go to our Outages And Troubleshooting page.


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