NBN service class rollback request

[garthman79]

Hi,

I am trying to get NBN connected to a newly built property. I reached out to NBN, but they said that Telstra has to lodge a "service class rollback request", from class 24 to 21. Once this has been reported to the NBN, they can proceed with the new connection. I've been unable to get through to anyone at Telstra

[ProfessorPhone]

Here is a link to get your request to the correct department

https://www.telstra.com.au/contact-us/feedback-complaints/make-a-complaint

[andrewm69]

Hi Garth

I would lodge a complaint and tell them that you are getting nowhere. Mine was starting to get time-critical toward then end but I continued to communicate by the chat but we're possible get through via phone even if it's a non related department and then they can transfer you internally and not filtering you out at the chat level.

Lodge a complaint.

[Jupiter · Accepted solution]

If your property is registered currently as a Class 24, that means that there was a house on the property previously that was wired up and ready for connection.

You can contact Telstra by sending a message using the My Telstra app on your mobile phone (blue icon, bottom right of Get Help screen). You want "New Connections" and you need to specify that is a rebuild with no Lead-in in place. If Codi redirects you, type "Speak to a consultant" and you should be transferred to the queue to chat with a human.

It can take a few hours before you get an initial response.

Going in to a Telstra Store is much easier if you have one nearby.