Help & FAQs How soon can I receive my modem?
How soon can I receive my modem?
Manage your Services in our Self Care Portal
The timing of your modem order depends on your nbn® Service Class and your preferred start date. Please refer to the table below for guidelines.
Your nbn® Service Class is typically included in the email correspondence we send when your service is ordered.
| nbn® Service Class | With Preferred Start Date? | Details: | Wait For Modem Delivery Yes/No? |
| 3, 6, 13, 24 and 34 | Without | Modems are usually despatched 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. | Yes – We will send the modem first and once the tracking is tagged as delivered, we will then order the nbn®. No – If NO is selected, we will send the modem and order the nbn® straight away |
| 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. | N/A - These are service classes that need an appointment/installation and the modem will be shipped out before the date booked. |
Modem deliveries vary depending on the courier and location to deliver to
Please see below timeframe:
| Timing of ordering | Delivery Location | Timeframe |
| Modem Ordered today before 11:00 AM AEST | All States except TAS | 1 to 2 Business days |
| Modem Ordered past 11:00 AM AEST | All States except TAS | Modem will be ordered the next day + 1 to 2 Business days |
| Modem Ordered today before 11:00 AM AEST | TAS | 2 to 3 Business days |
| Modem Ordered past 11:00 AM AEST | 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 youre 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.
For further information, please contact our Customer Service team at 1800 211 112.
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