The timing of when the modem is dispatched depends on your nbnᵀᴹ Service Class and if you indicated a preferred start date for your service during sign up.
The nbnᵀᴹ Service Class is included on the email correspondence that we send when your service has been ordered.
Dispatch guide
| NBN Service Class | Preferred start date indicated during sign up? | Dispatch details |
| 3, 6, 13, 24 and 34 | No | Modems are usually dispatched upon ordering of the nbnᵀᴹ Service. This way, the modem can be sent pre-configured and would allow customers to just plug it in upon receipt. |
| 13, 24 and 34 (Moving from another provider) | Either | We send the modem first (unconfigured) and transfer the service only until we have confirmed that you have received the modem. The reason for this is to minimize downtime as in able for us to send the modem configured, we need the Username. The username can only be obtained when the service is ordered. When we process the order, it would disconnect your service with the other provider and you would not have any connection until you receive the modem which may take 1 to 2 business days. |
| 1,2, 5, 11, 12, 21, 22, 23, 31 & 32 | We usually send out the modem immediately after ordering the service. If you have provided a preferred start date, we target the ordering close to your nominated date to avoid it being activated way to early that you prefer but still giving ample time for delivery time as appointments for nbnᵀᴹ usually happen between 1 to 3 weeks anyway. |
Delivery guide
| Time of ordering | Delivery location | Timeframe |
| Modem ordered today before 11:00 AM Sydney time | All states and territories except TAS | 1-2 business days |
| Modem ordered past 11:00 AM Sydney time | Modem will be ordered the next day + 1-2 business days for delivery | |
| Modem ordered today before 11:00 AM Sydney time | TAS | 2-3 business days |
| Modem ordered past 11:00 AM Sydney time | Modem will be ordered the next day + 1-2 business days for delivery |
Courier details
StarTrack
Contact number: 13 23 45
8am to 6pm (Sydney time), Monday to Friday.
If you’re in WA, 8am to 5.30pm, Monday to Friday.
Excludes public holidays.
Australia Post
Contact number: 13 POST (13 7678)
8am–6pm (Sydney time), Monday to Friday.
Excludes public holidays.
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