Will I be charged for an NBN technician visit?

Why this happens

• NBN Co charges RSPs for technician visits caused by issues inside the premises
• RSPs often pass this charge to customers if the fault is deemed customer-caused
• No charge applies if the fault is in NBN Co's own network outside your home

How to fix it — step by step

1. 1. Understand who owns what

   NBN Co owns the network up to the connection point at your premises. Everything from the connection point inward — your cables, router, internal wiring — is your responsibility. Faults outside are NBN Co's cost; faults inside may be charged to you.

2. 2. Know when you won't be charged

   No charge if: the fault is in the street, the NBN box or line card fails, or there's a network outage. These are NBN Co's responsibility.

3. 3. Know when you might be charged

   A technician visit charge (typically $120-180) applies if: your internal wiring caused the fault, you have a non-standard installation that needs modification, or the technician attends and finds no fault (a 'no fault found' call-out).

4. 4. Ask your ISP before booking

   Ask your ISP explicitly: 'Will I be charged for this visit?' Get it in writing if you're concerned. A reputable ISP will tell you upfront.

5. 5. Dispute unfair charges

   If you believe a charge is wrong, raise a formal complaint with your ISP first. If unresolved within 15 business days, you can escalate to the TIO (Telecommunications Industry Ombudsman) for free.