In some cases, connecting your Ezi Broadband service may require a visit from an nbn® technician.

This happens when your property isn't yet fully connected to the nbn® network or additional equipment needs to be installed before activation.

Why a technician visit may be needed

A technician visit is arranged automatically when your Service Qualification Check or nbn® Service Class shows that your property is not yet serviceable or requires installation.

Common reasons include:

• Your property has never been connected to the nbn® before
• There's no nbn® connection box or wall socket installed
• Your line needs to be patched or tested at the street or node
• You're connecting through FTTN, FTTC, or HFC and need hardware setup
• You've recently moved into a newly built or subdivided property
• You have selected a free fibre upgrade

How you'll know if a visit is required

After placing your order, Ezi Broadband will review your service details and confirm whether a technician appointment is necessary.

If it is, you'll receive:

• An email or SMS confirming that a visit is required
• The date and time window of the appointment
• Information on whether someone needs to be home

You'll have the option to reschedule if the proposed time doesn't suit you.

What happens on the day

An authorised nbn® technician will:

1. Arrive during the scheduled time window
2. Install or test the required nbn® equipment (connection box, wall socket, or lead-in cable)
3. Verify that your service is working correctly
4. Provide confirmation once the job is complete

Most appointments take 30–90 minutes, depending on your connection type.

Do I need to be home?

Yes — for most installation types, someone over 18 must be present at the property. The technician may need access to internal wall points, the modem area, or the nbn® connection box location.

If no one is home, the technician will mark the appointment as incomplete, which can delay activation.

After the technician visit

Once the work is complete:

• You'll receive an activation confirmation from Ezi Broadband (usually the same or next business day).
• If you purchased a modem from us, simply plug it in and follow the setup instructions.
• If you're using your own modem, ensure it's nbn®-compatible and configured correctly.

Your service should go live shortly after the technician finalises their work.

If you miss your appointment

If no one is available at the scheduled time, a new date will need to be arranged. To avoid delays, contact Ezi Broadband as soon as possible if you need to reschedule your visit.

Need help?

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).