Once you've ordered Splice NBN, we'll keep you updated at each stage by email and SMS. Here's what to expect.

If your premises already has an FTTP connection box

1. Order received: We'll confirm your order and send your plan details.

2. Order placed with NBN Co: We'll let you know your expected activation date.

3. Service active: We'll tell you when your service is live so you can set up your internet.

If your premises needs an NBN installation

1. Order received: We'll confirm your order and send your plan details.

2. Order placed with NBN Co: NBN Co checks your address and the work needed. We'll let you know once it's confirmed.

3. Appointment booked: We'll confirm your installation date and time. See How to book your installation appointment.

4. Appointment reminder: We'll remind you [the day before] so you can make sure someone aged 18 or over is home.

5. Installation complete: NBN Co lets us know when the work is done.

6. Service active: We'll tell you when your service is live.

FTTN upgrades follow the same steps, with an extra technician visit before installation. Your existing FTTN service keeps working until your new FTTP connection is ready.

What if something changes?
Sometimes NBN Co needs to reschedule an appointment, or finds more work is needed at your premises. If that happens, we'll contact you as soon as we know, along with any new dates or costs. We won't go ahead with any chargeable work without your approval.

Will NBN Co contact me directly?
[Confirm Splice's process. For example: Your NBN Co technician may call or text on the day of your appointment to confirm they're on the way. For anything else, Splice is your point of contact.]

Not heard from us?
If it's been longer than expected, or you've missed a message, get in touch: