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NBN that your order has been placed on hold due to shortfall in the Lead-In Conduit (LIC) - FTTC

xaviers69
Level 2
Level 2
‎02-07-2020 07:37 PM

This is what I got from NBN after several calls, the last call was not to contact them and to call TPG. Looks like they don't want to talk to me anymore. They can 't tell me when it would be fixed. Why would they announce when they are not ready.

 

The extract from the email

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Dear Customer,

We have been advised by NBN that your order has been placed on hold due to the following reason:

Core Network Shortfall

 

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.

 

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not sure what to do now

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BasilDV
Moderator Moderator
Moderator
‎02-07-2020 10:32 PM

Hi @xaviers69 

 

Welcome to the TPG Community!

 

We install thousands of NBN services successfully and we're sorry to know that this was not your experience. We know how frustrating this can be and we apologise for the inconvenience this delay is causing you.


Based on NBN Co's database, they may have to do additional work on the infrastructure before they can complete the installation of your service. As you are aware, we rely on NBN Co to provide the service in your area therefore, we are subjected to their connection timeframe.

 

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.

We apologise for any inconvenience caused.

 

BasilDV

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