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NBN HFC Update

Support Team
Support Team

On 27th November 2017 nbn co announced it’s applying a temporary cease sale to the HFC (Hybrid Fibre-Coaxial) access network.

The cease sale will come into effect on 11 December and is expected to last 6-9 months. To make things simpler for our customers, Telstra will stop selling nbn HFC from 7 December. Customers in these areas are able to connect to ADSL or Cable services.

Why has nbn co decided this?
nbn co has made the decision to stop sell driven by concerns with the customer experience on its HFC access network. According to nbn co, a small portion of customers in these areas are experiencing connection delays and dropouts. It will use the next 6-9 months to address these concerns.

When will the temporary cease sale commence and end?
nbn Co has stated the temporary cease sale will begin on 11 December, and is expected to last 6-9 months, across the entire nbn HFC network. As a result, Telstra will cease selling nbn HFC from 7 December.

What does this mean for customers in existing HFC serviceable areas?
From 7 December, any premise that is currently listed as ready for service with HFC, and does not have an nbn HFC order in-train, will be rolled back to ‘unserviceable’. You’ll be able to connect to Cable and/or ADSL in those areas if available.

I am waiting to be connected to HFC nbn with Telstra, will my order be cancelled?
No, as you already have an order in place, it will progress. If you no longer want this HFC service, please call us on 1800 531 939 Monday to Friday 8am to 5pm AEST and we’ll organise this for you.

What if I want to cancel my nbn HFC order?
We can proceed with your request to cancel the order. Please call us on 1800 531 939 Monday to Friday 8am to 5pm AEST and we’ll organise this for you.

What is happening to the nbn areas that are scheduled for HFC?
For now, the rollout will just be delayed and customers will be able to continue to order Telstra broadband services over ADSL or Cable in those areas.

What happens to my existing nbn HFC service?
We’ll continue to support you with any requests you have relating to your nbn HFC service.

How do I know if I am an nbn HFC customer?
You can check your nbn technology type via the Telstra 24x7 App and My Account.

 

What does this mean for small business customers?
Similar to our consumer customers, Telstra will be offering Telstra Cable or ADSL to Small Business customers in HFC serviceable areas from 7 December.

 

We encourage our business customers to call us on 13 2000 Monday to Friday 8am to 5pm AEST at any time to discuss their options.

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