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Connections

Standard connections (metric 1)

There were around 589,000 new standard connections reported in the June quarter 2025 (around 6,500 per day), with a total of 2.6 million standard connections over the last 12 months. Most connections were FTTP, followed by HFC and FTTN. While declining, FTTN remains a key connection type, as set out in Figure 1 below (satellite not shown).

Figure 1 - Proportion of standard connections by technology type

During the previous 12 months, 85% of new standard connections, including service reactivations, did not require any physical work.

Standard connection service level performance

‘Service level’ refers to the relevant standard or service quality, which for this metric is the target number of Business Days to complete the connection. The various service levels relating to the RKR metrics are listed in NBN Co’s Wholesale Broadband Agreement (WBA), set out in Part A of the .

Across all standard connections in the past 12 months, Fixed Wireless and HFC met the service level for 98% and 94% of connections respectively, while other technologies met the service level for around 99% of connections. Figure 2 below shows that service level performance remained steady or improved in the June quarter 2025 except HFC which continued the decline observed in previous quarters.

Figure 2 - Standard connection average service level performance by technology type

Figure 3 below shows performance where only standard connections that require a truck roll are considered. Each technology still met the service level on this basis, though the proportion of connections that met the service level was lower, with 93% of these standard connections meeting the service level over the past 12 months. While improving significantly in the March quarter 2025, Fixed Wireless had among the lowest service level performance during the past 12 months, alongside HFC and FTTP connections.

Figure 3 - Standard connection average service level performance by technology type – connections requiring a truck roll

Priority assistance connections (metric 2)

A is a service order at a premises where a life‑threatening medical condition exists. There were 3,202 new Priority assistance connections completed in the past 12 months, with 14 failing to meet the 24-hour service level timeframe for connection. All of the failures were on the HFC network.

Accelerated connections (metric 3)

An Accelerated connection is an expedited service order that will include a standard telephone service for currently inactive services. The number of Accelerated connections declined in each quarter during the past 12 months, with less than half as many Accelerated connections in the March quarter 2025 compared to the September quarter 2024. Around 78% of Accelerated connections were completed within NBN Co’s Accelerated connection timeframes during the past 12 months.

Connection and Fault Rectification appointment keeping (metric 6)

Appointment keeping reporting shows that NBN Co met the appointment time for appointments that were not rescheduled in just over half (i.e. around 56%) of all appointments over the last 12 months. There are several other appointment keeping categories reported, including appointments rescheduled by NBN Co or the customer, or missed appointments.

Fault and outages

Service faults (metric 7)

This metric reports on services that are impacted by problems on NBN infrastructure or due to other issues for which NBN Co accepts direct responsibility for remediation work. NBN Co’s explanatory statement states that weather events can affect the performance of fixed line services and have a greater impact on copper-based services (i.e., FTTN/C) than other technologies. NBN Co also notes that line length and gradual network degradation impact copper-based service fault rates.

There were around 622,000 service faults rectified in the past 12 months of which around 87% did not require plant work or NBN Co attendance.

Service faults per service in operation

The ÌÇÐÄÔ­´´ has estimated service faults per service in operation using information on service faults in NBN Co’s service quality RKR, and the number of wholesale services provided under the NBN SIO RKR. On a per service in operation basis, FTTC had the highest proportion of rectified faults over the past 12 months. Most technologies had a reduction in faults per service over the year except for FTTP and, to a lesser extent, HFC and FTTC, as shown in Figure 4 below.

Figure 4 - Number of faults rectified as a proportion of total services in operation¹

¹ Source: Services averaged from NBN Wholesale Market Indicators Reports

Priority assistance faults (metric 8)

Premises where a household member has a diagnosed life-threatening medical condition qualify for Priority assistance. In the past 12 months 8,016 Priority assistance faults were rectified and NBN Co achieved its target fault rectification timeframe in around 95% of Priority assistance cases. Of the Priority assistance faults with a service level of 24 hours, in the past 12 months there were 384 cases where the timeframe was not met and in around 40% of these cases it took more than 2 business days for the fault to be rectified.

Network faults (metric 10)

Network faults occur when an issue arises within the network infrastructure that impacts multiple NBN products and end-users, i.e., the one incident causes multiple service outages. Network faults are reported at the state level.

As set out in Figure 5 below, the number of services and geographic locations impacted by network faults fluctuated over the past year, with NBN Co reporting the March quarter 2025 spikes as being due to seasonal weather events. The Australian Capital Territory had a higher than usual level of network faults in the June quarter 2025.

Figure 5 - Total number of network faults by geographic location

Recurring faults (metric 11)

As shown in Figure 6 below, FTTC connections have consistently shown relatively higher recurring faults over the past 12 months at around 0.4 to 0.5 faults per 1,000 SIOs, compared to around 0.2 faults per 1,000 SIOs or less for other technologies.

Figure 6 - Recurring faults per 1,000 services by technology

Unexpected dropouts (metric 12)

An unexpected dropout is a temporary loss of connectivity between the NBN and the network termination device in an end user’s premise. Dropout metrics are reported for fixed line services by access technology and by dropout volume category. Over the past 12 months there were around 1.3 million services impacted to varying degrees by dropouts each month, with June 2025 showing the lowest number of dropouts at 1.1 million.

The ÌÇÐÄÔ­´´ has estimated the number of services impacted in the highest dropout category (i.e. greater than 7 per month) on a per service in operation basis. The estimate used the reported data on unexpected dropouts in NBN Co’s service quality RKR, and information on wholesale services provided under the NBN SIO RKR. As set out in Figure 7 below, FTTC and FTTN were the services most impacted by greater than 7 dropouts per month while FTTP services were the least impacted.

Figure 7 - Number of services impacted by greater than 7 dropouts per month per 1,000 services in operation²

² Source: Services averaged from NBN Wholesale Market Indicators Reports

Network outages (metric 13)

An outage is a service interruption for maintenance, upgrades (i.e., ‘planned outage’), or unforeseen issues (i.e., ‘emergency outage’). Planned outages declined from around 7,000 in the September quarter 2024 to around 3,500 in the June quarter 2025, while emergency outages increased from 1,248 to 1,461 during the same period. Figure 8 below shows the combined number of planned and emergency outages by technology.

Figure 8 - Number of planned and emergency outages by technology

Rectification times for Fixed Wireless outages improved over the past 12 months while HFC and FTTP/B/N/C outage rectification times slightly declined, as shown in Figure 9 below.

Figure 9 - Planned and emergency outages estimated outage duration (average)

Outage notification timeframes

NBN Co generally notifies its wholesale customers of planned outages in advance. In both the March and June quarters 2025 advance notification timeframes were longer, with the timeframe of greater than 10 business days being met for around 90% of cases, compared to around 65% in the previous 2 quarters, as shown in Figure 10 below.

Figure 10 - Planned outage notification timeframes

Fibre to the Premises upgrade progress (metric 18)

The proportion of premises connected under the fibre upgrade program has increased over the past 12 months within the footprints of each of the FTTN, FTTC and Fixed Wireless access technologies. Proportionally more Fixed Wireless services migrated over the past 12 months as compared to other access technologies and the overall rate of migration remains steady. As shown in Figure 11 below, the proportion of premises in the FTTN and FTTC footprints that had connected to FTTP was less than 20% and 15% respectively at the end of the June 2025 quarter.

Figure 11 - Proportion of ready to order premises that have connected

Rebates payable (metric 19)

Rebates payable is another indicator of NBN service quality and performance. Where NBN Co does not meet its service levels for certain activities its retailers may be eligible to claim rebates. A total of 58,819 rebates for service level issues were payable by NBN Co in the June quarter 2025, down from 74,311 in the previous quarter. This reflected falls in rebates for the Missed Connection Appointment, Service Fault, and Missed Trouble Ticket categories. Table 1 below sets out several of the rebates payable categories and the number of rebates payable for the June quarter 2025.

Table 1 – Selected rebate categories by selected technology – June quarter 2025

Compared to the March quarter 2025 there were some declines in rebates payable for FTTN/C and HFC, while FTTP slightly increased, as shown in Figure 12 below.

Figure 12 - Total rebates payable by technology

Rebates for connection and fault rectification services, including for Priority Assistance customers, are payable up to, and capped at, 30 rebate days. In the June quarter 2025 there were 465 services for which rebates were capped, most (373) concerned delayed FTTP connections.