Brett96
Level 1: Cadet

NBN Provisioning status

Been trying to switch over from my existing cable to NBN today. Technician came and installed the black NBN box and it is working perfectly. Have plugged in the Telstra smart modem and will not connect. Only shows blue light, will not connect to green.

Was on hold for 50mins trying to speak to someone. Finally spoke to someone and he said the order was still in provisioning status, and he would need to put me through to the (I think) Activations team. He transferred me through to someone named Kevin, and after speaking to him for about 2 minutes the call went dead and disconnected. ARGH!!

Is this a common issue? They had the correct connection date on record, so I don't understand why it would still be in 'provisioning' status.

Any help would be appreciated

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
4 REPLIES 4
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: NBN Provisioning status

It's not usually a problem.

 

Can you plug a computer directly into the NBN NTD and see if you get a connection to the internet? If not, then it is a provisioning or line problem. If you do get a signal, then factory reset the modem and plug it in again.

 

If you still don't get a signal though the modem, then you will need to contact Telstra again.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Luke_Groves
Level 6: Bloodhound

Re: NBN Provisioning status

Hey @Brett96 

 

Sometimes there can be 2x separate appointments: 1x for a tech to come out and install everything and 1x for the order to complete. It could be that this appointment is later on.

 

If this is not the case Telstra would have to raise an escalation on that ‘provisioning’ for it to be pushed to complete. 

Just ensure everything is plugged in correctly and turned at home as this can stop it from going to complete as well. 

Luke |
Moving House: https://www.telstra.com.au/moving-house
Got a Fault: https://fix.telstra.com/
Need Contact: https://www.telstra.com.au/contact-us
Brett96
Level 1: Cadet

Re: NBN Provisioning status

So to update.  I spent 11hrs on a chat through the Telstra 'Support' site yesterday, spoke with 7 different people, with absolutely no progress being made.

 

This is absolutely ridiculous.  Constantly having to tell the next person the same thing as the previous.  Explaining exactly what is happening, only to be told to do stupid things like unplug the cable from the wall and turn the cable around and plug it back in.  Seriously?!?!?!  

 

Being told the order is still in provisioning status and this is the issue, but not doing anything about it.  Then the next person says the order status is complete.  And the one after says it is provision status again.  

 

I have asked how I can escalate the complaint, and they ignored my request.

 

Time to lodge with ombudsman and get their assistance.

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: NBN Provisioning status

You lodge a formal complaint by filling out the form at https://telstra.com/complaints

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

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit