Once you've placed your Ezi Broadband order, our team begins the process of activating your service with nbn® Co.

You'll receive updates by email or SMS as your order progresses — from confirmation through to activation — so you'll always know what stage your connection is at.

How the activation process works

1. Order confirmation

After checkout, you'll receive an order confirmation email from Ezi Broadband. This confirms your plan selection, installation type, and the address being connected.

2. Provisioning and setup

Our provisioning team then works with nbn® Co to prepare your line for activation. This may take between 1–5 business days, depending on your technology type and whether your property is already nbn®-ready. This is also determined by your selected connection date and whether or not you are using an Ezi modem.

3. Service activation

Once the service is live, you'll receive a service activation notification by email or SMS. If you've purchased an Ezi modem, you'll also receive setup instructions to get connected right away.

What to look for when your service goes live

When your service has been activated, you may notice:

• Your nbn® connection box or modem lights turning solid green
• A brief disconnection or flashing during the switchover (this is normal)
• Internet access becoming available within a few minutes of activation

If your modem doesn't connect automatically, restarting it will usually finalise the setup.

If you're transferring from another provider

If you're switching to Ezi Broadband from another provider, keep your existing service active until you receive confirmation that your Ezi service is live.

Once the activation is complete, your old provider will automatically disconnect the previous service in most cases.

If your previous provider requires you to cancel manually, we'll notify you in the activation email.

Delays or manual activations

In some cases, activation may take a little longer — for example:

• If a technician visit is required
• If your address is missing from the nbn® database
• If your connection type is Fixed Wireless or Satellite

Our team will contact you if additional work is needed and keep you updated every step of the way.

Still have questions?

1. Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
2. If you'd rather chat with a human, just let Eve know and you'll be transferred to a real person within the same chat window.
3. Head over to the homepage of our help centre and submit a ticket.
4. Email us at support@ezibroadband.com.au
5. Call us on 132 EZI (132 394).