In perhaps one of the biggest changes to the NBN fibre upgrade program, NBN Co has announced plans to fast-track the scheme’s uptake, warning customers: upgrade your connection type or you’ll be cut off from the network.
The NBN’s new Targeted Upgrade program will push more homes and businesses across the country to upgrade their slower NBN connection type to a full fibre connection. The changes are a bid to remove legacy copper technology from the network and get more Aussies connected to a faster and more reliable connection type.
However, the threat of disconnection could leave thousands of Aussies without internet access, reminiscent of the aftermath of the 3G mobile network shutdowns.
What is the NBN Targeted Upgrade program?
For several years now, NBN Co has offered eligible homes and businesses with Fibre to the Node (FTTN) or Fibre to the Curb (FTTC) connection types the opportunity to upgrade to a Fibre to the Premises (FTTP) connection, for free.
This new Targeted Upgrade program replaces the current self-activated free fibre upgrade program with a compulsory upgrade. NBN Co is hoping that this ‘managed pathway’ will give customers clear timeframes and certainty around what actions are required and when, and is working with internet providers to support customers through the transition process.
The Targeted Upgrade will also remove the condition for customers to sign up to a fast-speed plan, which was already relaxed for FTTC customers from July 2026.
NBN Co states that strong safeguards are in place with multiple notifications, case-managed support and the option to extend or defer the upgrade before service is cut off.
“The program has been carefully designed in close consultation with phone and internet providers, consumer advocates, and stakeholders, and we’ll continue working closely with them throughout the rollout to make sure customers are well supported,” Anna Perrin, Chief Customer Officer at NBN said.
“By taking a managed approach – with strong safeguards and clear timeframes – we’re helping customers transition smoothly, while strengthening the network for the long term.”
Who is eligible for the Targeted Upgrade?
Access to the NBN free fibre upgrade program has been progressively rolled out to millions of homes and businesses across the country with an FTTN or FTTC connection.
Despite over a million fibre upgrades now complete, there are still millions of homes and businesses that may be eligible and haven’t taken the plunge. Initially, NBN Co is looking to roll out the Targeted Upgrade to areas where fibre is already available and it may specifically target underperforming copper lines.
How and when will customers be contacted?
Eligible customers will be contacted by their internet provider from July 1, 2027, with around 130,000 eligible homes and businesses to be contacted in the first year. It’s expected that the shutdown of the copper legacy services will begin in January 2028.
An NBN spokesperson has provided more information to Canstar on how — and who — will contact customers eligible for the program.
“NBN will work closely with phone and internet providers to communicate with homes and businesses that are a part of the Targeted Upgrade program. As a wholesaler, NBN does not hold customer details. Provider led communications are fundamental to a successful and safe Targeted Upgrade program, as retailers hold the direct relationship, and are best placed to understand individual end customer circumstances, manage end customer expectations, and provide tailored support, particularly where end customers require additional assistance.
“Providers will have access to the list of eligible premises and their individual services, providing three months lead time to review impacted end customers, cascade information to reseller partners where applicable, and undertake early communication and operational planning, including managing requests for extensions or deferrals. At the conclusion of this three-month preview period, eligible premises will also receive NBN-led communications, including direct mail to end customers.”
Why does NBN want to upgrade connections?
FTTP is the fastest NBN technology type available and offers a more reliable connection. It’s also one of the only two connection types, including Hybrid Fibre Coaxial (HFC), that allows homes access to the fastest NBN speed tiers with up to 2000Mbps download speeds. Currently, the fastest NBN speed tier accessible with FTTN and FTTC connections has up to 100Mbps download speeds.
These FTTN and FTTC connections also use old copper lines that aren’t as fast or stable as fibre, and are also more prone to being impacted during severe weather networks. NBN Co will also look at retiring underused network nodes. This future proofing will also help reduce the costs associated with maintaining the less reliable copper networks.
So, is the Targeted Upgrade a good thing — or is there a downside?
The good
- Future-proofed connections and faster speeds: Fibre is faster and more reliable than copper connections, so as our internet needs increase, upgrading is the best way to future-proof your home’s internet.
- It’s free: Before NBN rolled out the free fibre upgrade program, homes and businesses were mostly stuck with the same NBN connection, unless they paid for the Technology Choice Program.
- Speed requirements scrapped: One of the biggest barriers for households may have been the process of having to sign up to a fast-speed NBN plan in order to initiate the process, which could seem like a bit of a hassle.
- Increased awareness: Many Aussies might have not upgraded simply because they weren’t aware of the fibre upgrade’s existence or were concerned about the process and any costs.
The downside
- Disconnection: The biggest downside is the threat of disconnection for those homes that don’t upgrade. Although NBN Co is assuring customers that there will be clear timeframes, communication and safeguards in place, there is still the risk that some households who don’t upgrade will lose internet access.
- Disruptions: A technician or technicians will need to physically install the upgrade at your home or business and you’ll also need to be present during the process, which might include accessing the inside of your property. Your internet might also be out of action for a period of time.
- More complicated for renters: Renters who receive notice will need permission from their landlord before the upgrade as the installation process can involve changes to the property, including drilling and digging.
What does this mean for Aussies forced to upgrade?
With millions of Australians yet to take advantage of the free program, this is NBN Co’s opportunity to take control of the process and essentially force the hand of the remaining eligible homes and businesses. However, threatening disconnection for those who don’t upgrade, might be too heavy handed an approach.
Canstar’s Managing Editor — Utilities & Finance, Tara Donnelly, urged customers not to dismiss communication from their internet provider.
“It’s understandable why so many Australians are yet to upgrade their NBN connection, but the push to switch to full fibre is ultimately a huge win for customers. Saying yes to a FTTP upgrade now means access to faster speeds, a future-proofed home internet connection and no risk of losing internet access once the copper network shuts down.
“The good news is eligible households can now level up their connection without moving to a higher-priced plan or provider. You can now potentially get download speeds five times as fast at no extra cost. So if you’re keen to get the most value from your NBN plan, you don’t need to wait for 2027 to take advantage of the upgrade offer.
"While customers will be notified once upgrades become mandatory, you can reach out to your internet provider now to see if your home is eligible and to get the ball rolling. Whatever you decide, keep an eye out for updates from your provider to ensure you don’t get left behind.”
Important reminder: Beware of NBN scams!
Unfortunately, it’s possible that the Targeted Upgrade could open the door for scammers pretending to be from NBN Co. To ensure a successful rollout of the program, NBN is taking additional measures to help customers through the process.
“NBN will establish a support centre based in Australia to help those that may need extra support. The support centre will provide general information, scam-validation, escalation management, interpreter services, and referral back to providers.” a spokesperson from NBN Co said.
“NBN maintains an ‘always on’ approach to security and scams awareness and education, and actively participates in all the major awareness days. It’s a 365-day effort. Each year, NBN participates in over 60 engagements, or over one per week, from media interviews, panel talks and community sessions where we provide scams awareness advice for the public, including around scams where the perpetrators are seeking to impersonate NBN.”
It’s important to note that the NBN will never ask you for your financial details, such as bank account, credit card and gift cards, or to ask for payment for service, postage or new equipment. NBN Co will also not contact you in regards to your service being hacked, security issues or to offer technical support, rebates or to run a speed test.
Most of the communication about your NBN service will come from your provider, with the exception of approved NBN technicians who may contact you to confirm an existing appointment. It’s important to keep on top of communications from your provider and any appointment times. When a technician visits your home to upgrade your connection, it’s recommended that you request to see the technician’s NBN digital identification card before allowing them physical entry on your premises.
