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How long will my modem take to arrive?
The timing of when the modem is dispatched depends on your NBN Service Class and if you indicated a preferred start date for your service during sign up.
The NBN Service Class is usually included on the email correspondence that we send when your service has been ordered.
Guidelines are below.
| NBN Service Class | With Preferred Start Date? | Details: |
| 3, 6, 13, 24 and 34 | Without | Modems are usually dispatched upon ordering of the NBN 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) | With and without | 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 | With or Without | 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 NBN usually happen between 1 to 3 weeks anyway. |
The delivery time frame will vary depending on your location and courier. Guidelines are below.
| Timing of ordering | Delivery Location | Timeframe |
| Modem ordered today before 11:00 AM Sydney time | All States except TAS | 1 to 2 Business days |
| Modem ordered past 11:00 AM Sydney time | All States except TAS | Modem will be ordered the next day + 1 to 2 Business days |
| Modem ordered today before 11:00 AM Sydney time | TAS | 2 to 3 Business days |
| Modem ordered past 11:00 AM Sydney time | TAS | Modem will be ordered the next day + 1 to 2 Business days |
Courier details:
StarTrack
https://startrack.com.au/track/search
Contact number: 13 23 45
8am to 6pm, Monday to Friday.
If you’re in WA, 8am to 5.30pm, Monday to Friday.
Excludes public holidays.
Australia Post
https://auspost.com.au/mypost/track/#/search
Contact number: 13 POST (13 7678)
8am–6pm (AEST), Monday to Friday.
Excludes public holidays.
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