After you submit a fibre order, the ISP checks the customer and package information and sends the request to the relevant FNO. The FNO validates the exact premises and existing line state. If physical work is needed, an installation is scheduled and the route is agreed at the property. The completed line is then recorded, activated on the FNO network and provisioned by the ISP before internet service is live.
Last reviewed: 26 August 2026 · 10 min read
An order confirmation is the start, not the finish
The first confirmation normally proves that the ISP received the application. It may not yet prove that the FNO has accepted the address, that an installer has been assigned or that the property falls within a standard installation.
Keep the ISP order number and any FNO reference separately. Ask which organisation issued each number; they may be used in different systems.
Stage 1: ISP order review
The ISP checks whether the submitted information is sufficient to create the service. Depending on the provider and product, this can include:
- customer identity and contact information;
- exact installation address and unit;
- FNO and package selection;
- payment or account requirements;
- property-owner or building consent declarations;
- router and delivery selection;
- requested activation or migration type.
An incomplete or inconsistent order can pause before it reaches the network operator. Respond using the same order thread so corrections are associated with the existing request.
Stage 2: FNO premises validation
The ISP submits a network order to the FNO. The FNO checks the physical network and premises record.
Possible outcomes include:
New installation required
The area is live, but the property has no usable connection or ONT. A survey or installation appointment is needed.
Existing infrastructure found
The property already has fibre equipment. The FNO must determine whether it can be activated, whether a previous service is still associated with it, and whether the identifiers match the order.
Address clarification required
The coverage polygon and the written address do not match cleanly, or a unit record is missing. The ISP may ask for a pin, proof of address, photographs or building information.
Additional build required
The property is near the network but the connection requires an extension, permission or non-standard route. This may change the timeframe and cost.
Order rejected or returned
The address may be outside coverage, mapped to another network area, associated with an existing order, or missing required information. A rejection should be investigated before a replacement order is submitted.
Stage 3: Permissions and access check
The parties establish whether the FNO has authority and physical access to complete the work.
For a freestanding owner-occupied home, the owner or authorised person generally approves the route on the property. For a rental, complex, estate or apartment block, the order may require landlord, managing-agent, HOA or body-corporate involvement.
Permission to install inside a unit does not automatically authorise work through common property. See Fibre Installation in Complexes, Estates and Apartment Blocks and Landlord Approval for Fibre Installation.
Stage 4: Appointment scheduling
An installation coordinator or contractor contacts the nominated person. Confirm:
- date and arrival window;
- exact address and access instructions;
- the FNO or contractor name;
- whether an adult with authority must be present;
- expected appointment scope;
- documents or permissions required;
- which contact to use if the team is delayed.
ISPA recommends warning customers to expect contact because unknown calls are often ignored. Keep the number on the order current and watch SMS, email and missed calls.
Stage 5: On-site route survey
Before work begins, the installer identifies the feasible path from the network connection point to the termination location. The survey may happen at the start of the appointment or as a separate visit.
The route should account for:
- whether the network reaches the property underground or from a pole;
- available ducting and whether it is usable;
- paving, driveways, walls and gardens;
- known water, electrical, alarm or irrigation routes;
- the maximum standard-install distance or scope;
- safe access and working height;
- a suitable termination and ONT position;
- building or estate restrictions.
Do not approve a route you do not understand. If the preferred option falls outside the standard scope, request a written quotation before additional work begins.
Stage 6: Physical installation
The team installs the required portion of the connection. Depending on what already exists, the work can include a property drop, protected duct or surface route, wall penetration, termination box, internal fibre and ONT.
The installer then tests and records the optical connection according to the FNO’s process. Equipment labels and premise identifiers should be captured in the network system.
Frogfoot’s published installation process, for example, describes agreeing the route in writing, installing the connection and ONT, and uploading acceptance so the ISP can proceed. Other FNOs may use different equipment and sequences.
Stage 7: Installation acceptance
The authorised person inspects the physical work and signs or digitally accepts the installation. This confirms the work completed at the premises; it should not be used to waive an unresolved concern.
Before accepting, check the Fibre Installation Handover Checklist. Record unfinished reinstatement or agreed return work in writing.
Stage 8: FNO activation
The physical line may need a separate network-provisioning step. ISPA warns that telling a customer an installation is “complete” while activation remains outstanding can make a normal pending state look like a fault.
Ask whether:
- the physical installation record has been accepted;
- the ONT is registered against the correct premises;
- the FNO access service is active;
- any network-side order remains pending.
Do not repeatedly reset or disconnect newly installed equipment while the order is awaiting activation.
Stage 9: ISP provisioning and router connection
Once the FNO line is ready, the ISP enables its internet service. The router may arrive before, during or after the physical installation.
The router connects to the designated Ethernet port on the ONT. Connection method and credentials vary by ISP and FNO. Use the provider’s supplied setup information instead of guessing.
Stage 10: Service-live confirmation
The order is complete when the ISP confirms activation and the service can be used according to the handover instructions. Save:
- the ISP order and account references;
- the FNO or installation reference;
- equipment identifiers and photographs;
- installation acceptance documentation;
- activation notification;
- router and equipment terms;
- any quote or note of outstanding work.
After this point, a loss of service belongs to the FNO Troubleshooting & Fibre Diagnostics pillar, not this order guide.
A clean way to ask for an order update
Use this structure:
Please confirm the current stage of order [reference] for [exact address]. Has the FNO accepted the premises, is an installation or permission step outstanding, has the physical installation been recorded, and is network activation complete?
This asks for states rather than another vague date.
Sources
- ISPA FNO and ISP Best Practice Recommendations — New installations
- ISPA Fibre Primer
- Frogfoot Networks installation process
- MetroFibre fibre FAQs
- Octotel installation contact channel
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