If you're experiencing delays with the activation of your new internet service, it could be due to an existing active account at your address from the previous occupant.
In some cases—depending on the type of NBN service available at your property—the previous tenant's active service may prevent a new connection from being set up. If this happens, we will contact you to explain the delay and request proof of occupancy for the address.
How to Resolve This Issue:
You’ll need to provide one of the following documents as proof of occupancy, which we will submit to NBN to facilitate the activation of your service:
Accepted Proof of Occupancy Documents:
- Utility Bill: A clear utility bill (water, electricity, or gas) from within the last 3 months showing the "service address" as your current address.
- Insurance Document: An insurance document specific to the address, such as a home or business policy.
- Contract of Sale: A recent contract of sale for the property.
- Signed Lease Agreement: A lease agreement that includes the start date and signatures of both tenant and landlord.
- Certificate of Currency: A current insurance policy certificate.
Council Rates Notice: A recent council rates notice for the property.
Once we receive the required document, we will submit it to NBN, and your new service can proceed with activation.
Note: What if Your NTD Has Multiple Ports?
If your premises are connected to the NBN via a Network Termination Device (NTD) that has multiple ports, you may be able to connect your service to another available port while the issue with the previous tenant's service is being resolved. NTDs often support multiple connections, allowing you to use an alternate port for your new service without needing to wait for the cancellation of the previous occupant's connection. This option may be limited based on your specific setup, so please contact us for assistance.