Help & FAQs

How soon can I receive my modem?

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The timing of when the modem is being ordered depends on your NBN Service Class and Preferred start date.

You may refer to the below table for your guidelines. The NBN Service Class is usually included on the email correspondence that we send when your service has been ordered.  

NBN Service Class With Preferred Start Date? Details:
3, 6, 13, 24 and 34  Without Modems are usually despatched upon ordering of the NBN Service. This way, the modem can be sent pre-configured and would allow customers to just plug it in upon receipt.
13, 24 and 34 (Moving from another provider)  With and without We send the modem first (unconfigured) and transfer the service only until we have confirmed that you have received the modem. The reason for this is to minimize downtime as in able for us to send the modem configured, we need the Username. The username can only be obtained when the service is ordered. When we process the order, it would disconnect your service with the other provider and you would not have any connection until you receive the modem which may take 1 to 2 business days.
1,2, 5, 11, 12, 21, 22, 23, 31 & 32  With or Without We usually send out the modem immediately after ordering the service. If you have provided a preferred start date, we target the ordering close to your nominated date to avoid it being activated way to early that you prefer but still giving ample time for delivery time as appointments for NBN usually happen between 1 to 3 weeks anyway.

 

 

Modem deliveries vary depending on the courier and location to deliver to. 
Please see below timeframe:

  

Timing of ordering   Delivery Location               Timeframe
Modem Ordered today before 11:00 AM AEST  All States except TAS 1 to 2 Business days
Modem Ordered past 11:00 AM AEST  All States except TAS Modem will be ordered the next day + 1 to 2 Business days
Modem Ordered today before 11:00 AM AEST  TAS 2 to 3 Business days
Modem Ordered past 11:00 AM AEST  TAS Modem will be ordered the next day + 1 to 2 Business days

  

COURIER DETAILS:


StarTrack

https://startrack.com.au/track/search

Contact number: 13 23 45

8am to 6pm, Monday to Friday.

If you’re in WA, 8am to 5.30pm, Monday to Friday.

Excludes public holidays.

 

Australia Post

 

https://auspost.com.au/mypost/track/#/search

Contact number: 13 POST (13 7678)

8am–6pm (AEST), Monday to Friday.

Excludes public holidays.

 

For further information, please contact our Customer Service team at 1800 211 112.

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