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Hi @fionacheung727,
Welcome to the Community!
I checked your account to better understand your case and from what I gathered, the address you were supposed to move into already have an existing NBN infrastructure and had at one point an active NBN service. This means that the only thing required to get the service working at the new address is a remote activation of service which is what happened. Since the relocation of the service has been completed, the service at the old/current address has been deactivated.
That being said, I can see that you've spoken to our Accounts Team earlier today and that you have agreed to relocate the service back to your new address. However, we're currently waiting for the records to be fully updated before a relocation order can be processed. Nonetheless, our Accounts Team is monitoring your request and will reach out to you once an update is available. Should you require further information or clarification, don't hesitate to leave a comment.
Regards,
Will
Hi @fionacheung727,
I'm sorry to learn that you haven't received an update yet in getting the service relocated back to the old address.
We'll have this coordinated with the relevant team to get in touch with you within the day.
Regards,
Will
We appreciate the update and we sincerely apologize for the inconvenience this has caused.
We'll chase this matter with Relocation team and update you with the progress of the case.
Regards,
Hi @fionacheung727,
Thanks for raising this to us. One of our Account Specialists tried to contact you yesterday unfortunately no avail. We'd like to get your best contact number and preferred time today.
Cheers!
Hi there, can you please call 0430 xxx xxx after 3pm today (Sydney). Thanks Fiona
Hi @fionacheung727,
Thanks for the confirmation, we arranged one of our Account Specialists to contact you today between 3-5PM AEDST, make sure to keep your mobile phone available for the call and let us know how it will go.
Cheers!