What should I know about my technician service appointment?

Depending on the issue, we might have arranged an appointment with a Telstra technician or a technician representing NBN Co. 

Your appointment will be scheduled in a four-hour window, for example, 8 am – 12 pm. It’s hard to be more precise than this because the technician could be coming from an issue that takes longer than normal to repair. Once they’ve arrived, most issues can be resolved within half an hour.

Make sure that:

• The technician has easy and safe access to the area(s) where they’ll need to work
• If you live in an apartment block, the technician may need to access the MDF (Main Distribution Frame – a box normally on the ground floor or outside your building) or Communication Room (a room where all the internal cabling is found). You may need to organise this with your landlord or building manager before the appointment
• Special access is arranged prior to the appointment if your residence is in a gated community or apartment complex 

There usually won’t be any fees associated with their visit, but if your equipment needs to be replaced they’ll discuss the options with you. 

A technician may miss their appointment window because of traffic, illness, or a particularly complex issue before yours. It’s even possible they were able to complete the job without entering your home.

We recommend waiting at least an hour after the appointment window closes before contacting us. This gives us time to find out what happened and update you if we can.