Depending if NBN is already activated in a particular location, where you may be churning a service over, services can be activated anywhere between 30 minutes to 2 hours if services are submitted during business hours. Submissions outside of those times, will be processed the following business day morning.
Provisioning - Installation/Changes/Disconnection
Location | Class 1 | Class 2 | Class 3 | Class 5 | Class 6 | Class 11 | Class 12 | Class 13 | Class 21 | Class 22 | Class 23 | Class 24 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Urban Area | 16 | 11 | 3 | 11 | 3 | 16 | 11 | 3 | 16 | 11 | 11 | 3 |
| Rural Area | 21 | 16 | 3 | 16 | 3 | 21 | 16 | 3 | N/A | N/A | N/A | N/A |
| Remote Area | 21 | 21 | 3 | 21 | 3 | 21 | 21 | 3 | N/A | N/A | N/A | N/A |
The table indicates business days and also indicates the total target time required for NBN Co and Telstra activities, it does not include IAB’s SLA for raising orders. It assumes a Telstra professional installation connection. In cases of Service activation only, or a self-installation, the total target timeframes for all connection activity are one day less. All timeframes mentioned are dependant on technician availability.
Fault Restoration
For Broadband Network Service Difficulties Telstra will use reasonable endeavours to meet the Target Response and Restore Times contained in the table below
Business Impacts | Restore Window | Target Response Time | Target Restore Time |
|---|---|---|---|
| Urban Areas | 24 hours | 1 hour | 12 hours |
| Rural Areas | 24 hours | 1 hour | 12 hours + 1 day (24 hours) |
| Remote Areas | 24 hours | 1 hour | 12 hours + 2 days (48 hours) |