Level 2: Rookie

NBN move order error

On the 12-6-19 i request a move order online and as my new address was nbn so i have to change from adsl 2+ to NBN as a move order. got an email from telstra say there will be a consultant contact me in 24-48 hrs turn out NONE call from telstra.

15-6-19 checking my order status and got a random setup plan from telstra as no reason, phone telstra and got told that there is an nbn order error from my order so i have to wait 5-7 business days for nbn team to sort out the problem, ...! im like WTF? 


my question is does anyone have this problem? or does it taking that long to sort out the problem? 


can i cancelled my order and move to different company?

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Support Team
Support Team

Re: NBN move order error

Hey Toua,


I can appreciate your concerns with the timeframe for this order to be fixed and apologise for any inconvenience this has caused Smiley Sad This is the time that it will take for us to have the order fixed within the main system. As we have to confirm with the NBN Co's system and then ours to make sure everything is tight before this can be pushed through further. 


If needed you can discuss having this order cancelled with our Retention team on 132200 (08:00 - 21:00 Mon-Sat and 08:00 - 20:00 Sun EST) and saying 'Cancel/Disconnect' when prompted. They will do all they can to see if this can be fixed sooner or have the cancellation pushed through for you.


Let us know how you go. 

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