Sales and New Connections
nbn™ is temporarily limiting the number of HFC connections.
This is due to an emerging issue related to the supply of core components for the nbn™ connection boxes that are required to connect to the nbn™ HFC network.
As a result, from 7pm (AEDST) on Tuesday 2 February, nbn will not be taking new nbn orders from internet retailers for HFC customers. We expect this situation to exist for several months. This decision will not affect customers already connected to the nbn, nor will it affect new customers connecting to the nbn via technologies other than HFC.
Who is affected?
If you haven’t been connected to the nbn™ network yet, or if you are relocating to a new address that is served by HFC technology and you wish to learn more about how this situation will affect your premises, please check your address from Wednesday 3 February at https://www.nbnco.com.au/check. We appreciate your cooperation and patience and apologise for any inconvenience this may cause. We assure you that nbn is doing everything they can to work with suppliers to expedite delivery of stock and return to business as usual as quickly as possible.
nbn™ assures existing customers connected to the nbn via HFC that they are able to repair and replace equipment in customers’ homes, if required.
Q: Will I be impacted if I have a confirmed future appointment to get connected to the nbn™ HFC network?
A: At this stage we are intending to honour all orders currently in the system. If you have any queries about your in-flight HFC order please contact your chosen retail service provider.
Q: I’m about to move into a new property that has HFC – will I be able to connect?
A: Our current intention is to continue enabling orders to be placed for premises that will be reconnecting to the nbn HFC network (i.e. if the previous occupier of the premises had been connected to the nbn network before moving). However, if your premises is connecting to the nbn network for the first time and we don’t have an order in our system before 2 February 2021, the order will not be able to be placed.
You will be able to find details on whether your premises will be impacted by checking your address at https://www.nbnco.com.au/check from Wednesday 3 February onwards.
Q: Will this issue impact all retail service providers?
A: Subject to the below, all new HFC orders (independent of your chosen retail service provider) will be impacted by this issue.
Q: Are there any other exceptions where HFC orders will be enabled?
A: Our intention is to continue to enable HFC orders for customers who are vulnerable, for example those with Medical Alarms.
Q: I’m currently connected to the nbn HFC network, will this situation affect me?
A: If you are currently connected to the nbn HFC network and have no intention to move or leave your current premises, we do not anticipate that this situation will affect you.
Q: I’m currently connected to the nbn HFC network but I’ve had a problem with my service, am I affected?
A: We will continue to service customers that require a replacement HFC NTD. Please contact your chosen retail service provider to lodge a fault.