Do I need a technician to set up home internet and what happens if I do?
Here are a few things you should know before and during a technician visit.
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Do I need a technician?
In most cases, if your property already has an internet connection, you can set up your home internet yourself by following the simple set-up instructions for your Telstra Smart Modem.
You may need a professional installation by a Telstra technician if you:
- have a complex in-home or business set-up with multiple devices to connect
- have connection quality issues
- need additional wall sockets installed
- have Priority Assistance
- only need a phone line
- need help setting up your Telstra Smart Modem.
A professional installation by a Telstra technician usually costs $240. There may be extra charges or fees depending on the work required. Your technician will discuss this with you before completing the work.
Who will be coming?
Depending on the network technology at your address, if you need a technician we’ll arrange an appointment with an:
- nbn® technician or,
- Opticomm approved technician.
You can also choose to have a skilled Telstra Tech Pro Home technician install your modem and connect your Wi-Fi devices.
What do I need to know before the technician visits?
If we need to install equipment and you’re renting, you’ll need to have your landlord or body corporate's consent for the installation.
Equipment location
- You’ll need to decide on the location of the equipment. We recommend the internet connection device inside your home is:
- Near a power point
- In a cool, dry, ventilated area where you can easily check it
- In a central location to get the best Wi-Fi signal.
- If you don’t have a power point within 1.5m of where you want the internet connection installed, you’ll need to get a licensed electrician to install one for you.
Property access
- Make sure the technician has access to your premises on the day
- Arrange for you or someone at least 18 years of age to be there for the entire duration of the appointment (this may extend beyond the technician’s arrival window). If you can’t be there, the person who’s there must also be able to make decisions on your behalf about the installation of your service.
Medical and emergency devices
If you have any of the following devices, ask the manufacturer if they’ll work on the technology type available at your address:
- medical alarm
- emergency call button
- security alarm
- monitored fire alarm
- lift emergency phone
- fax
- teletypewriter.
What to expect when the technician visits
It depends on the internet connection type available at your address.
Not sure what type of internet connection you have in your area? Check what type of internet connection you have
The appointment will take place inside and/or outside your home or business.
- An nbn connection box will be installed inside and drilling may be required
- Your Telstra Smart Modem will need to connect to the nbn connection box, and your telephone will be plugged into your modem
- Follow the FTTC installation guide to set up your modem
The appointment will take place inside and/or outside your home or business.
- An nbn utility box will be installed to the outside of your premises and a connection box will be installed inside; some drilling may be required
- Your Telstra Smart Modem will need to connect to the nbn connection box and your telephone will be plugged into your modem
- Follow the HFC installation guide to set up your modem
The appointment may take place inside and/or outside your home or business.
- Your Telstra Smart Modem will need to connect to a wall socket activated by nbn co ltd, and your telephone will be plugged into your modem
- Follow the FTTN/FTTB installation guide to set up your modem
The appointment will take place inside and/or outside your home or business.
- An antenna will be installed to the outside of your premises and a connection box will be installed inside; some drilling may be required
- Your Telstra Smart Modem will need to connect to the nbn connection box, and your telephone will either be plugged into your modem or one of the existing/new wall sockets depending on the connection you choose
- Follow the Fixed Wireless installation guide to set up your modem
The appointment will take place inside and/or outside your home or business.
- An antenna will be installed to the outside of your premises and a wall plate will be installed inside; some drilling may be required
- Your Telstra Smart Modem will connect to the wall plate and your telephone will be plugged into your Telstra Smart Modem
- Follow the 4G Fixed Wireless installation guide to set up your modem.
The appointment will take place inside and/or outside your home or business.
- An nbn utility box will be installed to the outside of your premises and a connection box will be installed inside; some drilling may be required
- Your Telstra Smart Modem will need to connect to the nbn connection box and your telephone will be plugged into your modem
- Follow the FTTP installation guide to set up your modem
The appointment will take place inside and/or outside your home or business.
- An Optical Network Terminal (ONT) will be installed to the outside of your premises and a connection box will be installed inside; some drilling may be required
- Your Telstra Smart Modem will need to connect to the ONT and your telephone will be plugged into your modem
- Follow the FTTP installation guide to set up your modem
Upgrades for fast fibre directly to your home are available in selected areas to customers on the nbn FTTN or FTTC technologies. This upgrade gives you more stability and access to faster internet speeds when working from home, gaming and streaming on multiple devices.
A pre-install visit may be required where the nbn-approved technician will assess the outside of your premises, to identify any obstacles for your upcoming installation appointment. You do not need to be present for this appointment.
If you’re renting, make sure that you have the landlord or property manager’s verbal or written permission before the visit. The technician may need to do work that will need approval, such as drilling into the property walls.
For the installation appointment an nbn-approved technician will arrive to install the nbn equipment inside and outside your premises. You, or an authorised person over the age of 18, will need to be present during the installation to give the technician access to your premises. In most cases, this appointment will take between 3 to 4 hours. Please note it could take longer for complex connections.
During the upgrade there may be a temporary interruption to your service. This could be anywhere from 15-30 minutes depending on the required activities and the current nbn technology at your premises. You will have access to 4G back up via your Telstra Smart Modem during any interruption.
On the day you will need to connect the new nbn connection box by using an Ethernet cable to your Telstra Smart Modem. Follow the FTTP installation guide to set up your modem.
How do I view or reschedule my appointment/s?
Once you've placed an order for Home Internet, you'll receive an order number in your order summary email. Track the progress of your order in My Telstra or use Track my order to check the current status and progress of your order. You'll also be able to:
- Check the delivery status of your modem being shipped as part of your order
- Track your appointments.
If you cancel or reschedule within 24 hours of the appointment, you may be charged the Call Out Fee but the Service Fee will be refunded.
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