What to expect during a technician visit

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Additional protocols during the Coronavirus COVID-19 pandemic

The health and safety of our customers, staff and wholesale partners is a priority.

Appointment Booking

When booking your appointment, you will be asked whether you or anyone in your premises:

  • Is unwell or vulnerable;
  • Has been exposed to someone who has, or is suspected to have, Coronavirus;
  • Is in self-isolation due to contact with someone who has, or is suspected to have, Coronavirus
  • Is isolating due to international travel or an in-home Coronavirus recovery.

Please answer these questions honestly and accurately so our staff are not endangered.  
We may need to postpone the appointment until such time as it is deemed safe to visit your premises.

Safety measures when at your home

  • All persons present will be expected to follow social distancing guidelines by avoiding handshakes and maintaining a minimum of 1.5 metres distance between each other;
  • Technicians should wipe down items and surfaces that they may come in contact with;
  • When finishing the job, technicians will clean their hands with a hand sanitiser or soap and water and other persons in the household are encouraged to do the same;
  • Although it is not mandatory, some technicians may choose to wear gloves or a face mask while performing the work on site.
  • Technicians must wear shoes at all times.

Thank you for your understanding during this difficult time.


Types of technician appointments

Service installation with our wholesaler (NBN™ or ADSL2+) or contractors (iiNet ULTRA Broadband)

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 wholesale or a contractor (depending on the issue)

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 4 –hour window during which the technician is expected to arrive, e.g. 8AM – 12PM.

  • 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 will ask about the location of any wall outlets (phone sockets) and where your modem is located.
  • The technician will complete their work at your premises. This may involve testing your wall outlets, installing equipment for your new service, testing your internet connection within the premises and outside the premises or connecting a laptop or other equipment to your telephone cables.
  • The technician will let you know when they're finished and advise you of any issues or next steps, if applicable.
  • Usually there is no fee for the technician visit. In some cases, you may be offered new modem or telephone socket if yours is faulty, which may incur additional fees. The technician will discuss all options with you and apply charges to your iiNet account. Technicians will never accept money directly.

What you can do to ensure the appointment goes smoothly:

  • You or a person 18 years of age or above must be on the premises for the technician visit. If you've nominated an alternate person to be present, let us know the name and contact number of this person so we can reach them.
  • Please ensure you are home for the duration of your appointment window and you can hear someone knock on the door or ring the doorbell.
  • Before the technician arrives, make sure they will have easy access to all of your wall sockets and your modem. Examples of wall sockets are shown below.
    Wall Socket Examples
  • Please advise the technician if you have a back-to-base alarm system, Medical Alert equipment or another internet connection within the property or Medical Alert equipment that is reliant on the line.
  • Please ensure the technician is advised of any safety hazards on your property such as asbestos, trip hazards, recent pest treatments. Animals should be confined to a different part of the property for the duration of your appointment.
  • If you live in an apartment or unit block, the technician may require access to the telecommunications room (Main Distribution Frame or MDF room) of your building. Strata or building management may need to provide you with a key to the telecommunications room.

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