2 August 2021
nbn announced that it has recommenced taking new orders to connect to the nbn™ network via our nbn™ HFC access technology from 26 July 2021.
To help ensure the recommencement experience is a positive one for our customers going forward, our plan is to release those premises on the nbn™ HFC network with the earliest disconnection dates first, followed by the release of additional batches every 2-3 weeks thereafter. However, please be aware that not all premises will be able to place an order from 26 July 2021. Our current expectation is for all eligible premises to be able to place an order by the end of September 2021.
The recent supply chain issues we experienced were related to the worldwide shortage of silicon chipsets that are used to manufacture and supply our HFC modems. We then had further delays following some issues encountered with the rollout of a new workforce scheduling system. Good progress has since been made to help resolve these issues and get us back to a point where we can take orders again.
We want to apologise to new customers that have been waiting to connect to the network and have been affected by these issues. Going forward, we will continue to communicate our progress to phone and internet providers and customers as soon as it is possible to do so.
Frequently Asked Questions
1. Will I be impacted if I have a confirmed future appointment to get connected to the nbn™ HFC network?
We will continue to honour all orders currently in the system, and we are currently working with providers to manage and progress these installations. Please keep in mind there may be minor delays in the connection of your service. If you have any queries about your in-flight HFC order or your scheduled appointment, please contact your chosen provider.
2. I’m currently connected to the nbn™ HFC network but I’ve had a problem with my service, am I affected?
We will continue to service customers that require a replacement nbn™ HFC connection box. Please contact your chosen provider to lodge a fault.
3. I’m about to move from one nbn™ HFC network location to another, if I take my nbn™ connection box with me can I avoid these delays?
No. Please do remove the HFC connection box from the premises it has been assigned. They are the property of nbn, and each nbn™ connection box is provisioned only for the premises where it is installed. If you take this with you to a new location it will not work. Please leave the nbn™ connection box when you move. For more information on what to do with your nbn™ service when you move house, please visit our moving home page.
4. What are the exceptions where HFC orders will be enabled?
Our intention is to continue to enable HFC orders for customers in certain scenarios including the following:
- Medically vulnerable people and medical support businesses (medical practices/hospitals) that have had their copper-based legacy services disconnected.
- Emergency services that have had their copper-based legacy services disconnected.
- Essential services (pharmacies/supermarkets) in disaster situations that have had their copper-based legacy services disconnected.
- Premises that have had their copper-based legacy services disconnected and the disconnection date has passed*.
- If you’re moving into a premises that has already been connected to the nbn™ HFC network, and you require a service transfer, reconnection or a self-installation kit.
*Please contact your chosen provider for further assistance if this applies to you.
5. Is it safe to purchase or receive an nbn™ connection box from a source other than nbn?
No. nbn does not sell or authorise the resale of any equipment via alternative means. If you were to purchase an nbn™ connection box through an alternative means, please be aware that it is only provisioned to work in the premises where it was initially installed. If you try to install it in a new location, it will not work.
Any nbn™ equipment purchased online through any other vendor may be faulty and fail to work when connected to the nbn™ network. nbn™ equipment is only available directly via nbn, our associated delivery partners or through a phone and internet provider.
6. How will I know exactly when I will be able to place a new connection order for my location on the nbn™ HFC network?
Due to the nature by which we are progressing making locations ready to order a new HFC connection, we are unable to provide guidance on the specific release date for any individual premises. However, we can confirm that we are currently expecting to have all premises that have been affected by this issue ready by the end of September 2021.
If you would like to verify whether your premises is ready to connect yet (or if you would like to register for updates), please check your address.