NBN Co and Coronavirus (COVID-19)

Read about our response to Coronavirus and what we’re doing to help you stay connected.

We know that these are very challenging times for many Australian households and businesses and that access to broadband services has never been more important.

As a national wholesale provider of broadband services, nbn has an important role to play in supporting internet providers connecting families and keeping Australian households, small and medium businesses, as well as essential and emergency services connected.

To help internet providers to support their residential and small and medium business customers affected by the COVID-19 pandemic, nbn is establishing a $150 million financial relief and assistance fund.

The relief fund aims to help internet providers to:

nbn's COVID-19 relief and assistance package will be made available to retailers in accordance with applicable eligibility criteria and other terms and conditions from April 2020, with retailers to determine when and what offers they develop for their customers.

To help alleviate congestion that comes with the projected increase in traffic, nbn announced on 18 March that every Australian internet provider can order increased nbn™ network capacity of up to 40 per cent as required for three months from March, at no additional cost. This will help them support their Australian residential and business nbn customers.

Delivering more network capacity will help support the increased everyday use needed to remain connected to work, school and higher education, as well as entertainment, family and friends.

The additional capacity pricing relief will apply to all fixed line, fixed wireless and satellite nbn™ technologies.

We will continue to monitor the network and work with retailers to help ensure the network is robust, resilient and reliable.

In these unprecedented times we want to do all that we can to ensure Australians stay connected.

With this in mind, we are planning to limit non-essential network maintenance and minimise planned outages in the weeks ahead to help ensure you can stay online. To minimise any impact to the community, any essential maintenance works will generally take place between midnight and 6am.

For further information on nbn outages and planned maintenance in your area view our network outages page.

We are doing everything we can to ensure network reliability. While it is still safe to do so, our technicians are mobile and working with internet providers to troubleshoot customer issues as they arise.

We will also limit non-essential maintenance to minimise scheduled, planned outages in the weeks ahead to maintain network availability as much as possible.

The health and safety of our people and customers is our number one priority as we continue to connect new premises to the network and respond to network maintenance and fault repairs.

We have implemented additional health and safety procedures to support field technicians and customers, including:

  • Call on approach – our technicians will call ahead, verifying whether there is any reason to suspect risk of exposure to COVID-19 at the premises and confirm if they are able to enter the premises safely.
  • Appointment rescheduling - if the customer is uncomfortable allowing the technician to enter their premises, the appointment will be rescheduled and the connection deferred to a more suitable time.
  • Hygiene vigilance - We have provided our technicians with additional hygiene products, including P2 masks, alcohol-based hand rub or hand soap, alcohol based wipes and disposable gloves to use when entering a customer’s home. They are also required to implement social distancing measures when attending the premises and exercising additional wipe downs of all equipment and high touch points.

During any appointments our technicians will apply social distancing and hygiene practices in accordance with government advice. We also ask that you also maintain social distancing while our technicians are onsite.

Before coming to your home or business, our technicians will either call or text to confirm:

  • That someone over 18 will be at the specified premises at the time of your appointment and it is safe for your technician to proceed.
  • If anyone at the premises is unwell and if they have any reason to suspect that they or anyone else at the premises has been exposed to someone with, or suspected to have Coronavirus (COVID-19).
  • If they or anyone else at the premises are in self-isolation due to having contact with someone with a suspected or diagnosed case of Coronavirus (COVID-19), isolated due to international travel within the last 14 days, or isolated due to an in-home recovery period.
  • If you’re comfortable going ahead or would like to postpone your appointment.

The following will occur depending on your response:

  • If your home is likely to be COVID-19 impacted, the appointment will be rescheduled
  • If you’re uncomfortable with a technician attending at the original time, the appointment will be put on hold to discuss with your retail service provider to reschedule a preferred date

You will be kept up to date with any changes to appointments, so you’re prepared. Your safety and the safety of our team are our number one priority.

For the many of us working and learning from home, the quality of your in-home internet experience can often depend on the speed plan you’re on. You can find out more about what speed plan is best suited to your needs by visiting nbn.com.au/speed

You can also make sure your equipment at home, including your Wi-Fi, is set up to help get the most from your nbn™ connection. For more tips on how to do this, visit nbn.com.au/optimise

If you’ve got further questions and you would like to talk to someone, you can book a one-on-one session with an nbn™ representative via video link or phone.

Get the right speed. Get the right plan. Get the optimum performance.

The health and safety of you and our people is our key priority as we continue to connect homes and businesses to the nbn™ network and respond to network maintenance and fault repairs.

We have implemented additional health, safety and wellbeing procedures to support our workforce and our customers including:

  • Confirmation SMS – we will confirm your connection date via two SMS messages. The first message will arrive 4 days prior, followed by another SMS 1 day before your scheduled time. Separate service appointments will be confirmed 1 day before your scheduled date.
  • Call on approach – our technicians will call ahead, verifying whether there is any reason to suspect risk of exposure to COVID-19 at the premises and confirm if they are able to enter the premises safely.
  • Hygiene vigilance - We have provided our technicians with additional hygiene products, including P2 masks, alcohol-based hand rub or hand soap, alcohol based wipes and disposable gloves.
  • Flexible workplace - nbn has many flexible workplace arrangements in place and is supporting teams working remotely. We have additional measures in place for our field workforce and our network operations centre. This includes providing the necessary exemptions to facilitate their movements where required, while continuing to apply the social distancing and hygiene measures already in place.

Things to keep an eye out for:

  • If someone claiming to work for nbn has contacted you trying to sell you an internet or phone service and you’re in doubt, ask for their details, hang up and call your retail service provider to check if they’re legitimate.
  • Do not share your bank or personal details with an unsolicited caller or with those who door knock claiming to be from nbn trying to sell you an nbn™ service or seek payment for related services.
  • nbn™ approved technicians and workers carry enAble™ identification cards – always request to see this card before providing physical access to your address.
  • Never give an unsolicited caller remote access to your computer via the installation of programs such as Team Viewer.
  • nbn does not call you with automated assistance to advise you will be disconnected – we suggest you hang up the phone.
  • nbn is a ‘wholesaler’ – you will need to purchase an nbn™ powered plan through a phone or internet provider. We only accept direct payment from the public in certain circumstances e.g. switching technologies at your premises.
  • nbn does not sell or authorise the resale of any equipment via alternative means, including websites such as eBay, Gumtree or Facebook Marketplace. Any nbn™ equipment purchased online through these means may be faulty and fail to work when connected to the nbn™ broadband access network. nbn™ equipment is only available directly via nbn, our associated delivery partners or through a phone and internet provider.
How to optimise your experience at home and in the office
Choosing the right speed
Use our interactive checklist to prepare your business for the switch
* An end user's experience, including the speeds actually achieved over the nbn™ broadband access network, depends on the nbn™ access network technology and configuration over which services are delivered to their premises, whether they are using the internet during the busy period (typically, 7pm to 11pm), and some factors outside of nbn’s control (like their equipment quality, software, chosen broadband plan, signal reception, or how their provider designs its network). Speeds may also be impacted by the number of concurrent users on the Fixed Wireless network, particularly during busy periods. Sky Muster™ satellite users may experience latency.