At Capti, we’re excited to help you upgrade to Fibre to the Premises (FTTP) on the NBN network, delivering faster and more reliable internet. Here's a step-by-step guide on what you can expect throughout the upgrade process, ensuring a smooth transition and minimal disruption.

1. Checking Eligibility

Before the upgrade can proceed, we’ll check if your home or business is eligible for a Fibre to the Premises (FTTP) upgrade. You can use the Capti Service Qualification (SQ) tool to verify if your area supports the upgrade. Simply input your address, and we’ll confirm the options available to you.

2. Placing Your Upgrade Order

Once your address is confirmed as eligible, you can place your order through Capti. Our team will guide you in selecting a suitable plan, ensuring it matches your internet needs for speed and reliability. After you choose a plan, we’ll process your order and schedule the upgrade.  

Important Note: If you need internet access while waiting for the FTTP upgrade, please refer to the Important Note below for guidance on how to stay connected in the meantime.

3. Arranging Your FTTP Installation

NBN Co will then get involved to arrange the installation of the fibre connection to your premises. The installation typically consists of the following:

  • NBN Pre-Installation Visit: A technician may conduct a pre-installation visit to assess your home for any unique installation requirements. This could involve checking for access points for the fibre cable and identifying where the NBN equipment will be installed.
  • Installation Appointment: An installation appointment will be booked where an NBN Co technician will come to your home to complete the upgrade. During this visit, fibre cabling will be extended from the street to your premises. The technician will also install the necessary NBN equipment, which typically includes an NBN Utility Box (outside) and an NBN Connection Box (inside).

4. What Happens During the Installation

On the day of installation, the technician will:

  • Install Fibre to Your Home: The technician will extend the fibre optic cable from the nearest available fibre point to your premises. They may install a small utility box (NBN Utility Box) on the outside of your property.
  • Install Indoor Equipment: Inside your home, they will install the NBN Connection Box, usually located near your main entry point. This box connects to your WiFi router, allowing you to access your new fibre service.
  • Testing and Activation: The technician will test the fibre connection to ensure everything is working. In most cases, your internet will be activated the same day, and you’ll be ready to enjoy faster speeds.

5. Post-Installation

Once your FTTP connection is installed and tested, Capti will ensure your internet plan is activated and performing at optimal levels. You can expect faster download and upload speeds, more reliable connectivity, and improved performance for multiple devices.

6. What to Do If You Encounter Issues

While the upgrade process is designed to be smooth, if you experience any issues after installation, our Capti support team is here to help. You can contact us for troubleshooting or assistance with your new connection.

FAQs About the Upgrade to FTTP

  • Will there be downtime during the upgrade? Yes, there may be a short disruption to your internet service during the installation process. We’ll work with you to minimize this and ensure everything is back online as soon as possible.
  • Do I need to be home for the installation? Yes, someone over 18 years old will need to be home during the installation to give the technician access to your premises.
  • Will there be any additional costs for the upgrade? The upgrade to FTTP is free for eligible customers when upgrading to a higher speed tier, but check with your Capti representative for plan-specific details.
  • How long does the FTTP upgrade take?  The FTTP upgrade process can take anywhere from a couple of weeks to a couple of months, depending on several factors. Once you place your order, we will provide you with the nbn connection date. 

If you have any other questions or need assistance, our team is ready to help make your transition to FTTP seamless.

Important Note:

Please be aware that NBN does not support having two active orders in process for the same location. If you require connectivity before your FTTP upgrade is completed, we recommend that you first order a connection on the existing broadband technology with Capti. Once this connection is activated, we can then proceed with your FTTP upgrade order.

For example, if you have moved into a new property and placed an FTTP upgrade order, we will not be able to place an order to connect the legacy NBN service until the upgrade process is complete. This means you may experience a delay if immediate connectivity is needed. By placing the initial order for the current broadband technology, you ensure you have internet access while we work on upgrading your service to fibre.