The global supply shortage impacting nbn HFC connections

We have been communicating with phone and internet providers in recent times on an emerging issue relating to the supply of core components for our nbn™ connection boxes that are used to connect premises to the nbn™ HFC network.

As a result, from 7pm (AEDST) on Tuesday 2 February, nbn will not be taking new orders from phone and internet providers for HFC customers, with some limited exceptions. We expect this situation to continue for several months. This decision will not affect customers already connected to the nbn™ network, nor will it affect new customers connecting to the nbn™ network via technologies other than HFC.

We have already activated more than 1.9 million HFC premises on the nbn™ network to date. These customers will not be impacted by this decision. 

We would like to reassure existing customers connected to the nbn via HFC that we are able to repair and replace equipment in customers’ homes, if required. 

We apologise to new customers that may be affected by this global supply chain issue and the anticipated delays.

We are currently working closely with all providers to help fulfil any in-flight orders. As we work at connecting these premises, please keep in mind there may be delays in the installation of your service.

While this issue only affects a small number of potential customers relative to those on HFC, this decision will not affect other customers connected to the nbn™ network by other nbn™ access technologies. We appreciate that for those customers yet to connect to the nbn™ HFC network, this is frustrating.

If you haven’t been connected to the nbn™ network yet, and your premises is served by nbn’s HFC technology, you can learn more about how this situation will affect your premises by checking your address from Wednesday 3 February. We appreciate your co-operation and patience and apologise for any inconvenience this may cause. We assure you that we are doing everything we can to work with suppliers to expedite the delivery of stock and return to business as usual as quickly as possible.


 

Frequently Asked Questions

1. Will I be impacted if I have a confirmed future appointment to get connected to the nbn™ HFC network?

At this stage we are intending to honour all orders currently in the system. If you have any queries about your in-flight HFC order please contact your chosen retail service provider.

2. I’m about to move into a new property that is already on the nbn™ HFC network – will I be able to connect?

Our current intention is to continue enabling orders to be placed for premises that will be reconnecting to the nbn™ HFC network (i.e. if the previous occupier of the premises had been connected to the nbn™ network before moving). However, if your premises is connecting to the nbn™ network for the first time and we don’t have an order in our system before 2 February 2021, the order will not be able to be placed. 

For more details on whether your premises will be impacted, you can check your address from Wednesday 3 February onwards. 

3. Will this issue impact all providers?

Subject to the below, all new HFC orders (independent of your chosen provider) will be impacted by this issue.
 

4. What are the exceptions where HFC orders will be enabled?

Our intention is to continue to enable HFC orders for customers in the following scenarios:

  • Medically vulnerable people and medical support businesses (medical practices/hospitals) that have had their copper-based legacy services disconnected.
  • Emergency services that have had their copper-based legacy services disconnected.
  • Essential services in disaster situations that have had their copper-based legacy services disconnected.
  • Premises that have had their copper-based legacy services disconnected.
  • If you’re moving into a premises that has already been connected to the nbn™ HFC network, and you require a service transfer, reconnection or a self-installation kit.

5. I’m currently connected to the nbn™ HFC network, will this situation affect me?

If you are currently connected to the nbn HFC network and have no intention to move or leave your current premises, we do not anticipate that this situation affect you.

6. I’m currently connected to the nbn™ HFC network but I’ve had a problem with my service, am I affected?

We will continue to service customers that require a replacement nbn™ HFC connection box. Please contact your chosen provider to lodge a fault.