What To Expect During a Technician Visit

What To Expect During a Technician Visit

If your Ezi Broadband nbn® service requires a technician visit, there's no need to worry — the process is usually quick and straightforward.
A qualified nbn® technician will visit your property to install, test, or activate the physical connection that brings the nbn® network to your home or business.

Why a Technician Visit May Be Needed

Not every address can be activated remotely. An on-site technician is required when:
  • Your property has no existing nbn® connection box or wall socket
  • The nbn® infrastructure in your area needs new cabling or setup
  • Your address is newly built or recently subdivided
  • A previous occupant's service needs to be reconfigured
The visit ensures your home is properly connected to the network and that your nbn® equipment is working correctly before activation.

Before Your Appointment

1. Confirm your appointment details

  • You'll receive an SMS or email from Ezi Broadband with your confirmed date and time.
  • Appointment windows are typically 8am–12pm or 1pm–5pm.

2. Ensure someone 18 or older is home

A person over 18 must be present for the technician to complete the work and confirm access locations.

3. Provide easy access

  • Unlock gates and ensure clear access to any wall sockets, external boxes, or cable pathways.
  • Keep pets safely contained.

4. Decide where you'd like the equipment installed

Choose a location that is:
  • Close to a power outlet
  • Central to your home for strong Wi-Fi coverage
  • Away from bathrooms, kitchens, or external moisture

5. Have your modem ready

  • If you've ordered an Ezi Broadband modem, keep it unopened until the technician advises it's ready to connect.
  • If you're using your own, ensure it's nbn®-compatible for your connection type.

During the Visit

Here's what typically happens during an nbn® installation appointment:

1. Assessment

The technician will inspect existing cabling and determine where the nbn® connection point should be installed.

2. Installation

Depending on your connection type, they may:
  • Mount a new wall socket or connection box inside your home
  • Run new fibre, coaxial, or copper cables
  • Install or connect an external nbn® utility box

3. Testing

Once installed, the technician will test the signal and confirm that your service is active and ready for use.

4. Handover

You'll be shown where your nbn® equipment is located and given instructions on when to connect your modem.
Tip: The technician's role is to set up the nbn® connection only — they won't configure your modem or home Wi-Fi network. Ezi Broadband provides step-by-step setup guides for that.

After Your Visit

  • You'll receive a notification once your service has been successfully activated.
  • Plug in your modem following our setup instructions.
  • Allow 10–15 minutes for your modem to connect and stabilise.
  • If your service doesn't come online within a few hours, contact our support team for assistance.

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.
  5. Call us on 132 EZI (132 394).