Frequently Asked Questions | nbn™ Fibre Upgrade
Fibre Upgrade? Let’s Unpack It.
So, you're eligible for a fibre (FTTP) upgrade; congrats! Before we roll out the high-speed red carpet, here’s everything you need to know. Let’s dive in:
Will it cost anything to upgrade?
Maybe. If you're upgrading from Fibre to the Node (FTTN) to Fibre to the Premises (FTTP), there may be additional costs. These will be outlined during the assessment phase, so there are no surprises.
If you’re not happy with the charges, you can cancel the upgrade before going through with it.
What plans are available?
To get you connected to fibre, you can choose from the following speed tiers:
Fast 1 – 100/20 Mbps
Fast 2 – 100/40 Mbps
Super Fast – 250/25 Mbps
Ultrafast 1 – 1000/50 Mbps
All plans come with a 12-month contract. If you switch to a lower speed tier before the end of that term, a $220 downgrade fee will apply.
Do I need a new modem?
Probably not, but possibly yes.
Most modems play nicely with FTTP, but if yours is a bit vintage (read: not compatible with faster speed tiers), you may need an upgrade to get the full benefit of your new speedy connection.
My new NBN gear is installed but... no internet?
Don’t panic. You just need to reconfigure your modem for the new setup.
Call us on 1300 228 123 Monday to Friday, 8:30AM to 5:30PM and our friendly tech wizards will walk you through it.
What happens to my old NBN service?
While your shiny new FTTP is being installed, your old FTTN or FTTC connection will stay put. Once you’ve confirmed the new fibre is working:
Let us know by calling 1300 228 123 or emailing customerhelp@bendigotelco.com.au
You’ll have 7 days to make the switch before we deactivate the old service
How is the connection box location decided?
The technician will chat with you about possible spots for the NBN connection box. Unfortunately, they do have to follow certain guidelines. Best to have a few location ideas in mind, just in case your first pick isn’t possible.
I rent—do I need permission?
Yes. If you're renting, make sure your landlord or property manager gives the green light before install day.
Will there be any service interruptions?
Possibly. Most installs are quick and painless, but you might experience a 30–60 minute power or service interruption while the technician does their thing.
Heads up: If power needs to be cut for safety, they’ll let you know. Keep a mobile phone charged and handy just in case.
How long will the tech be at my place? Do I need to be home?
Most installations take 3 to 4 hours, but complex ones can take longer.
Someone aged 18 or above will need to be home to approve how and where the fibre is installed.
What will the tech actually do during the appointment?
So it’s install day and you have no clue what to expect! Here’s what the technician will be up to:
🔧 Outside: They’ll install an NBN utility box. It’s about the size of a lunchbox and usually goes near your existing telco box at the front of your property, at least 400mm off the ground and away from other utilities.
They’ll also run fibre cabling from the street to your home, using existing pathways where possible, or neatly mounting/burying new ones if needed.
🏠 Inside: You’ll get an NBN connection box—roughly the size of a hardcover book—installed somewhere safe and accessible. The tech will run a fibre line from the outdoor box to this indoor one.
📏 Sizing things up:
Utility box (outside): 250mm W x 260mm H x 80mm D
Connection box (inside): 235mm W x 195mm H x 70mm D
Just a heads up: They’ll need some clearance around the boxes, so having a couple of location options in mind is always helpful.
Why is my address eligible?
NBN chooses upgrade areas based on things like:
Demand – Spots where people are likely to want faster speeds
Cost-effectiveness – Places where the upgrade can be rolled out smoothly and speedily
Not every home in your suburb will qualify at the same time, and in some cases, properties might not be eligible due to tricky infrastructure or environmental quirks.
If you’re unsure about an address, you can check it’s eligibility here.
Still have questions?
We’re here to help make your upgrade as smooth as possible. You can reach out to us by:
Calling us on 1300 228 123 from Monday to Friday, 8:30AM to 5:30PM
Chatting with us via our website chat bot (down there, on the bottom right!)
Emailing us at customerhelp@bendigotelco.com.au