What to expect during a technician visit

• Types of technician appointments
• Service installation with our wholesaler or contractors
• Service fault investigation with our wholesaler or contractors
• Important Appointment Advice
• During your visit

Types of technician appointments

Service installation with our wholesaler or contractors

This may include:

• Installation of new equipment inside, such as a connection box or wall outlet.
• Installation of new equipment outside, such as a premises connection device.
• Installation of new cabling to connect your premises to the relevant broadband network.
• Testing of the equipment to ensure connectivity.
• Connecting your modem (in some cases, you may need to do this yourself).

Service fault investigation with our wholesaler or contractors

This may include:

• Testing of your existing equipment inside the premises.
• Testing of your existing equipment outside the premises.
• Replacement of any faulty equipment.

Important Appointment Advice

All appointments will have a 4-hour window during which the technician is expected to arrive, e.g. 8 AM – 12 PM.

• If you need to reschedule an nbn connection appointment, you can do so in Toolbox by following this guide.
• If you need to reschedule a fault appointment, please call us on 13 22 58.

If your appointment window has passed and the technician has not arrived, please call us on 13 22 58 for assistance. In some cases, the technician may have been able to complete work without needed access to your property, or unavoidable circumstances may have prevented their attendance. We can investigate for you.

During your visit

What will usually happen during the appointment:

• When the technician arrives, they'll ask where your modem is and where any phone or cable sockets are in your property.
• After work is complete, they'll let you know and tell you if there were any issues or if there are any next steps.
• Most technician visits don't have a fee. In rare cases, you may be quoted extra charges to repair a faulty cable socket or replace a modem. If you accept any extra charges, they'll be billed to your iiNet account. Technicians will never accept cash.

What you can do to ensure the appointment goes smoothly:

• When we confirm your appointment, we'll let you know if someone aged 18+ needs to be home. If someone else will be home in your place, let us know their name and phone number so we can contact them.
• Before your appointment, make sure your modem and any phone sockets or HFC cable sockets can be reached.
• If you live in an apartment or block of units, contact strata to make sure the Main Distribution Frame (MDF) will be unlocked during your appointment.
• Keep your modem plugged in and turned on duirng your appointment.
• Let the technician know if you have a back-to-base alarm system, Medical Alert equipment or another internet connection on the property.
• Make sure the technician knows about any safety hazards on your property like asbestos, trip hazards, or recent pest treatments. Keep any animals away from the space where the technician will be working.