Rescheduling an NBN connection in Toolbox

This article will show you how to request a new date for your NBN™ connection appointment. You may need to reschedule in circumstances such as when you are not able to be present for an appointment which requires a technician to visit your home.

  • This feature is available for the following types of NBN™ orders: NBN™ FTTB/FTTN/FTTC/FTTP & HFC.
  • This feature is NOT available for: NBN™ Wireless & Satellite or any non-NBN™ orders. If you need to reschedule one of these orders, please contact us.

If you've never logged into Toolbox before, please see An Introduction to Toolbox.

 

How to reschedule your NBN™ connection

  1. Confirm that you have an order for NBN™ FTTB/FTTN/FTTC/FTTP or NBN™ HFC. If you're not sure, please check the emails you've received from us regarding your order. If you have a different type of broadband order, you'll need to contact us to reschedule as you will not be able to reschedule through Toolbox.
     
  2. Log in to Toolbox and select My Products from the navigation bar, and then select Broadband. If you're on a mobile device and you don't see this option, click the grey square with three lines to show the navigation menu.
     
  3. If you have more than one broadband service, select the right username from the Product drop-down menu.
     
  4. Select Manage NBN appointment from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Broadband actions to show it.
     
  5. Select Reschedule. Note that this option will only be displayed for appointments with the "Reserved" status.
     

     
  6. Fill out the form to select your desired date and time slot.

    IMPORTANT: As per the on-screen warning, all requests for a weekend or public holiday appointment will be rejected. Please take care not to do this as it may cause delays in your order.
     

     

  7. Click Submit to submit your request to reschedule.
     
  8. Once your appointment has been successfully rescheduled, you'll receive an email and/or SMS from us to confirm. In the event that your request is rejected (i.e. a weekend or public holiday was selected) we'll contact you to arrange an available appointment.