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NBN Co reports service quality metrics for 3 different NBN connection types every quarter.

Standard connections (metric 1)

There were around 626,000 new standard connections reported in the March quarter 2025 (around 7,000 per day), an increase from around 584,000 in the December quarter 2024. Most new connections were FTTP, followed by FTTN and HFC, as set out in Figure 1 (satellite not shown).

Figure 1 - Standard connections by technology type, March quarter 2025

Like previous quarters, around 85% of new standard connections, including service reconnections, did not require any physical work.

Standard connection service level performance

Across all standard connections Fixed Wireless and HFC had the lowest average service levels at 97% and 94% respectively, while other technologies had service levels around 99%.

HFC had the lowest service level performance of all technologies in each of the past 3 quarters.

Figure 2 shows that in the December quarter 2024 all service levels improved except HFC, then most service levels declined in the March quarter 2025.

Figure 2 - Standard connection service levels by technology type

Priority assistance connections (metric 2)

A is a service order at a premises where a life‑threatening medical condition exists. There were 745 new priority assistance connections completed in the March quarter 2025, with nearly all connected within the 24-hour service level timeframe listed in Part A of NBN Co’s .

Accelerated connections (metric 3)

An accelerated connection is an expedited service order that will include a standard telephone service for currently inactive services. New accelerated connections declined from 2,720 in the September quarter 2024 to around 1,662 in the March quarter 2025, with around 89% completed within NBN Co’s accelerated connection timeframe.

Fault and outages

Service faults (metric 7)

This metric reports on services that are impacted by problems on NBN infrastructure or 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 states that line length and gradual network degradation impact copper-based service fault rates.

There were around 184,000 service faults rectified in the March quarter 2025, an increase from around 139,000 in the September quarter 2024 and 158,000 in the December quarter 2024. Most of the increase was due to higher numbers of HFC and FTTC faults, as set out in Figure 3, although FTTN and FTTP also increased in the most recent quarter.

Figure 3 - Total number of faults rectified by technology type

Similar to previous quarters, in the March quarter 2025 around 88% of rectified faults 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, as well as the number of wholesale services provided under the NBN SIO record keeping rule. On a per service in operation basis, FTTC had the highest proportion of rectified faults in the March quarter 2025. HFC also had increasing numbers of faults per service, with other technologies remaining stable in comparison, as set out in Figure 4.

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

Priority assistance faults (metric 8)

In the March quarter 2025, 2,389 priority assistance faults were rectified, an increase from 2,027 in the December quarter 2024. Across all 3 quarters NBN Co missed its target fault rectification timeframe in around 5% of priority assistance cases.

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.

Looking at ‘Priority 1’ network faults (i.e., network faults impacting more than 5,000 services), in both the September and December quarters 2024 there were around 200,000 services impacted. In contrast, there were almost 1 million services impacted by ‘Priority 1’ network faults in the March quarter 2025.

NBN Co reported in its RKR return cover letter that several severe weather events had a significant impact on the NBN, especially in Queensland and New South Wales. Figure 5 shows total number of services impacted by faults at all priority levels across the 3 quarters.

Figure 5 - Volume of network faults by state, all priority levels

Unexpected dropouts (metric 12)

An unexpected dropout is a temporary loss of connectivity between the NBN and the network termination device in the end user’s premise. Dropout metrics are reported for fixed line services by access technology and by dropout volume category. Over the last 9 months there were around 1.4 million services impacted to varying degrees by dropouts each month.

The ÌÇÐÄÔ­´´ has estimated the number of services impacted by dropouts on a per service in operation basis using the reported data on unexpected dropouts, as well as information on wholesale services provided under the NBN SIO record keeping rule. On this basis, HFC services were the most impacted by dropouts during the March quarter 2025, with FTTP the lowest impacted. The number of services impacted by dropouts per month by technology is set out in Figure 6.

Figure 6 - Number of services impacted by a dropout per 1,000 services in operation²

When looking at the total number of services reported in the highest category of drop out volume (i.e., >7 dropouts per month), the number of FTTP services impacted over the last 9 months increased from around 11,000 services in the September quarter 2024 to around 28,000 in the March quarter 2025.

Network outages (metric 13)

An outage is a service interruption for maintenance, upgrades, or unforeseen issues. Planned outages declined from around 7,000 in September quarter 2024 to just over 3,500 in March quarter 2025, while emergency outages increased from 1,248 to 1,533 over the same period.

The largest reduction in planned outages was for HFC and Fixed Wireless networks, while emergency outages slightly increased for most technologies. Figure 7 sets out the number of planned and emergency outages by technology.

Figure 7 - Number of planned and emergency outages by technology

Fixed Wireless outages took more time to rectify compared to other technologies in the March quarter 2025 and this metric improved for HFC outages this quarter, as set out in Figure 8 (combines the numerically similar FTTP/B/N/C figures).

Figure 8 - Planned and emergency outages estimated outage duration (average)

Outage notifications (metric 13)

NBN Co notifies its wholesale customers of planned outages and outage timeframes and in the March quarter 2025 notification performance improved, with the timeframe of greater than 10 days being met for around 92% of the cases, compared to around 65% in the previous 2 quarters, as set out in Figure 9.

Figure 9 - Planned outage notification timeframes

Performance related metrics

Fixed line speed capability (metric 14)

Fixed line speed capability performance was lowest for services in the FTTN footprint with around 60% of premises estimated to be capable of achieving a 250 Mbps or higher downlink. For clarity, achieving these speeds would require a change of access technology. Over 98% of FTTC services were estimated to be capable of achieving a 250 Mbps or higher downlink on this same basis, and all FTTP and HFC services were reported as capable of a 250 Mbps or higher downlink speed.

Fixed Wireless speed performance (metric 15)

Fixed Wireless speed performance improved across several metrics during the 3 quarters. For example, as set out in Figure 10, the ÌÇÐÄÔ­´´ has estimated that the weighted average Fixed Wireless downlink speed increased from around 120 Mbps in the September quarter 2024 to around 170 Mbps in the March quarter 2025. Weighted average uplink speeds also increased, from around 10 Mbps to 13 Mbps during the same period.

Figure 10 – Fixed Wireless busy period performance – weighted average speeds

Fixed Wireless higher speed tiers downlink performance

The data reported for Fixed Wireless Plus, Fixed Wireless Home Fast and Fixed Wireless Superfast shows the average busy period speeds declined slightly in the March quarter 2025, with average speeds peaking during the December quarter 2024, as set out in Figure 11.

Figure 11 - Fixed Wireless busy period downlink performance - average speed of higher speed tiers

Fixed Wireless and Satellite upgrade progress (metric 15)

The total number of active Fixed Wireless premises that are ‘upgrade capable’ but not upgraded declined to just over 5,300 at the end of the March quarter 2025. This is a decrease from around 80,000 premises at the end of the September quarter 2024.

Fibre to the Premises upgrade progress (metric 18)

The proportion of premises that have connected under the fibre upgrade program has increased within the footprints of each of the FTTN, FTTC and Fixed Wireless access technologies. Proportionally more Fixed Wireless services have migrated as compared to other access technologies, but the rate of migration of these services has slowed slightly, as set out in Figure 12.

Figure 12 - Proportion of ready to order premises that have connected

Rebates payable (metric 19)

Where NBN Co does not meet its service levels for certain activities its retailers may be eligible to claim rebates. NBN Co reported rebate payable information for the first time in the March quarter 2025 and a total of 74,311 rebates for service level issues were payable by NBN Co in the March quarter 2025. Table 1 sets out information relating to a selection of the rebates payable categories for the March quarter 2025.

Table 1 – Selected rebate categories by technology

There were also around 400 services for which a rebate for a service level issue was capped by NBN Co as the rebate was payable only for a defined period.