NBN installation

Level 2

A technician attended our home to set up NBN but didn't know someone had been on 20 February.  Today the technician today said that there were no lights in the fibre optics in the pit out the front.  What happens next?


Level 3

Hi Nsdjk,


I think a response from TPG will be helpful on this one, but essentially NBNco need to do further work to get the service working to your NTU (This device terminates the NBN service into your home - i.e. so you can just plug in and get Internet).  If they've got an issue in the pit, essentially they have more work to do to get your service active.

What happens next?  It sounds like a tech visit will be required to get the service fully active into your home.  I'd wait for a reply from TPG or give them a call to ascertain when this will happen and in what form (i.e. whether you'll need to be home or not).


Hi @nsdjk


For customers who would like to check the status of their service installation/activation, we have created this community article, which contains a video on How to track your TPG service installation


In your case, we have been advised by NBN that your order has been placed on hold due to the following reason:


Core Network Shortfall


NBN Network


What is it?


Additional work within the NBN network is required to complete your installation. This work can sometimes be complex and requires technician with specific skill set or equipment working across multiple days.


The most common reasons for this shortfall is the Lead-In Conduit (LIC) which is the underground path where the fibre runs along is damaged, blocked or doesn’t exist.


This additional work is required by NBN and would apply for all Internet Service Providers. There is no cost to you as NBN will be completing the work.


NBN Lead-In Cables


What’s happening now?


TPG is communicating with NBN to ensure the work required to complete your TPG order is progressing. We will allocate a TPG Case Manager who will be in contact with you soon to keep you updated every step of the way.


Alternatively you can also check the progress of your order at www.tpg.com.au/install


What’s next?


Depending on the complexity of the work required, it may take a few weeks for NBN to schedule and complete the work.


Your TPG Case Manager will inform you of the estimated time of completion.


NBN may contact you directly if they need your assistance in resolving the issue in your premises. Once all the required work is completed, we will contact you to schedule an appointment with NBN to activate your service.