NBN Appointment User Guide

NBN
In cases where an appointment is required to activate your NBN order, this process is handled automatically. The email address provided during the order process will receive an email notification prompting for an appointment date:
NBN appointment required email with "Schedule Appointment" button and urgency notice to avoid activ…
NBN appointment required email with "Schedule Appointment" button and urgency notice to avoid activ…
This email will be sent from a generic email address:
From: Telco Service (notifications@hostedservice.com.au)
Subject: Setup Your NBN Appointment
When user clicks on the Schedule Appointment button, a window will appear to start the process. Below is the user journey:
1. Receiving Your Booking Link
What to Expect:
  • You will receive an email from Atom Telecom
  • The email contains a unique, personalized link to schedule your NBN installation
  • The link is specific to your order and cannot be used by anyone else
Important Notes:
  • The link is valid for 60 days from the email date
  • Someone 18 years or older must be present during installation
  • Have access cards or keys ready if required
2. Accessing the Booking Page
How to Book:
  1. Click the unique link in your email
  2. The page will automatically load your specific order details
  3. If you've already booked an appointment, you'll see your existing appointment information
3. Selecting Installation Dates
Date Selection Rules:
  • You can book appointments within the next 60 days
  • Your first (earliest) date selection must be:
    • Not in the past
    • Within the next 60 days
  • Your second (latest) date selection must be:
    • At least 1 day after your earliest date
    • No more than 14 days after your earliest date
Time Slot Options:
  • Morning (AM): 8:00 AM - 12:00 PM
  • Afternoon (PM): 12:00 PM - 5:00 PM
4. Confirming Available Time Slots
What Happens:
  • System checks available appointment slots based on your selected dates and time preference
  • If slots are available, you'll see the specific time window
  • If no slots are available, you'll be prompted to select different dates
5. Providing Contact Details
Required Information:
  • Full Name (contact person)
  • Phone Number (must be an Australian mobile number starting with +61)
  • Optional: Special conditions or installation notes
Phone Number Guidelines:
  • Must be 9 digits after the +61 prefix
  • Examples of correct formats:
    • +61412345678
    • 0412345678
    • 412345678
6. Booking Confirmation
After Submission:
  • You'll see a confirmation screen with your appointment details
  • An email confirmation will be sent to you
  • Your appointment is now locked and cannot be modified through this system

Special Scenarios

If No Time Slots Are Available

  • The system will show an informative message
  • You can select different dates and try again
  • Slot availability depends on technician schedules

If You've Already Booked

  • Attempting to use the link again will show your existing appointment details
  • To reschedule, contact your Internet Service Provider

Technical Requirements

Device and Browser Compatibility

  • Works on desktop and mobile devices
  • Compatible with modern web browsers
  • Best viewed in Chrome, Firefox, Safari, and Edge

Internet Connection

  • Stable internet connection recommended
  • Can complete booking in areas with moderate internet speed

Customer FAQs

Q: How long do I have to book my appointment? A: You have 60 days from the email date to schedule your installation.
Q: Can I change my appointment time? A: After booking, contact your Internet Service Provider to reschedule.
Q: What if no one is 18+ at the installation address? A: An adult (18+) must be present during installation. Reschedule if needed.
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