Level 1: Cadet

Home address does not exist in the "system"

Upon applying for an NBN connection...We have been told that our residential address does not appear in the "system" and that we need to take the matter up with NBNCo.  We have spoken to NBNCo and have been advised the following..

 

"You will need to request your Retail Service Provider (RSP) to raise a service request to update the address or a missing address ticket. RSP must follow their internal process to raise with our specialist team."

 

Telstra has done the above however they have come back saying that a "new development" application must be submitted with NBNCo.  The new development application was submitted years ago (by the developer during the construction of the development).  

 

Telstra says we need to take the matter up with NBNCo and NBNCo says we need to deal with Telstra...... 

 

NBN Is most definitely available at the house as we are in a townhouse development (6 units) - one of the 6 dwellings has an NBN connection (with Telstra).  The developer installed the required telecommunications infrastructure during the development of the site - which is obvious because of the one tenant that does have NBN connection.

 

Who do we contact to sort this matter out.  We have been wrestling with this matter (on and off) for 4 years!!

 

 

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3 REPLIES 3
Level 25: The Singularity
Level 25: The Singularity

Re: Home address does not exist in the "system"

You should get the lodgement details from the developer and then forward them to NBN Co.

The New Development applications have nothing to do with Telstra. It sounds like either the paperwork wasn't filled out correctly by the developer, or NBN Co has incorrectly handled the application.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 1: Cadet

Re: Home address does not exist in the "system"

Thanks Jupiter - we have forwarded a copy of the lodgement details (from the developer) to NBN Co.  The telecommunications infrastructure was installed/built prior to NBN Co involvement in that process - i.e. the developer (this happens to be us) entered into an agreement with Telstra at the time - installed the required infrastructure and "handed over" the asset to Telstra.

Level 25: The Singularity
Level 25: The Singularity

Re: Home address does not exist in the "system"

Sounds like NBN Co didn't pick up on the asset change when they took over ownership of the infrastructure and has only registered a single connection for the property.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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