How to reschedule your nbn® appointment online

After placing your order for an nbn connection with Optus, we'll send you a booking confirmation via SMS/email. Your booking confirmation will include the date and time window of your nbn installation.

The booking confirmation will include a link that you can follow to reschedule your appointment online.

Please note, if you haven't received your booking confirmation, double check your junk/spam folder. If you still can't locate it, send us a message.

Below, we'll explain how to reschedule your appointment(s) online.

Rescheduling your appointment online

Your nbn booking confirmation SMS/email will include a link to reschedule your appointment online.

Important: If your appointment is scheduled to take place within 24 hours, you'll be unable to reschedule your appointment online. In this instance, you'll need to send us a message.

You can only reschedule your nbn appointment a maximum of 3 times. If you're unable to make your appointment, please send us a message.

Follow the steps below to reschedule your nbn appointment:

From the home screen, select Change appointment
The next screen will display some handy tips, the Got it button to continue
Next, you'll see the date and time of your existing appointment(s). Under the heading New appointment select a new appointment from the list of predetermined date and time slot options
Reserve your appointment by selecting This Time Works
You'll now be directed to the appointment confirmation screen. Here, you'll have another opportunity to edit your appointment(s)
If you're happy with the appointment you've selected, select Confirm Appointment
The final screen will display your confirmed appointment(s). We'll send you a final appointment confirmation via email and a SMS reminder before the day of your appointment

Troubleshooting

Can I reschedule on the day of my appointment?

No. If you have an appointment that's scheduled to take place within 24-hours, you'll be unable to reschedule your appointment(s). You'll need to need to message us via the My Optus app or contact us.

How many times can I reschedule?

You can reschedule up to 3 times. If you attempt to reschedule for a 4th time, an error message will be displayed. If this happens, you'll need to message us via the My Optus app or contact us.

An error has occurred while trying to reschedule my appointment

If an error has occurred while trying to reschedule your appointment, message us via the My Optus app or contact us.

I'm being told that my appointment isn't available

The appointment you've chosen may have already been booked by someone else during the period between reserving your appointment and the confirmation of your appointment. Change your appointment by selecting edit.