We understand how important it is to get connected quickly.
While most Ezi Broadband services are activated within the expected timeframe, occasionally an order may take longer than planned.
Here's what can cause a delay — and what you can do about it.
Why activations can be delayed
Your activation date is managed by nbn® Co, and delays can occur for several reasons, including:
- Technician availability: Appointments may be rescheduled or require extra work on-site.
- Infrastructure issues: Faults or missing cabling at your address can delay completion.
- Incorrect or incomplete address information: Sometimes an address isn't matched correctly in the nbn® database.
- Existing active services: If your previous provider hasn't fully disconnected your old service, activation can be paused until the line is clear.
- New developments or subdivisions: Newly built properties often require manual provisioning or field verification.
In most cases, delays are temporary and resolved within a few business days.
What you should do
If your activation date has passed and your service isn't live:
- Restart your modem and nbn® connection box — sometimes the service activates in the background, and a reboot finalises the connection.
- Check your email or SMS updates — Ezi Broadband will notify you if nbn® Co has rescheduled your activation.
- Verify your equipment — make sure you're using the correct modem type for your nbn® technology (e.g. FTTP, FTTN, HFC).
- Contact us — if there's no update within 24 hours of your activation date, reach out to our support team.
Our provisioning team will contact nbn® Co directly to investigate and provide an updated status or new activation date.
Can I still use my old service?
If you're transferring from another provider, keep your current internet service active until your Ezi connection is confirmed as live. This helps avoid downtime while we finalise your activation with nbn® Co.
What happens next
Once the issue has been resolved, we'll send you a confirmation email or SMS with your new activation date or completion notice. In most cases, you won't need to do anything else — your service will come online automatically once the delay is cleared.
Need help?
- Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
- 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.
- Head over to the homepage of our help centre and submit a ticket.
- Email us at support@ezibroadband.com.au
- Call us on 132 EZI (132 394).