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NTD Serial Mismatch 22 days and counting

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Level 3

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5 REPLIES 5
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Moderator

Hi @jdalan,

 

Thank you for reaching out to us and we apologise for the delay in installing your NBN service.

Every effort is made to install the service within the initial installation date, however, we acknowledge that from time to time there are unforeseen delays which can unfortunately lead to appointments being rescheduled.

 

We've also received your message via Twitter, further details will be given using the Twitter platform. A case manager from our Service Delivery team will keep you posted for the installation progress.

 

Regards,

 

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Level 3

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Moderator

Hi @jdalan

 

We're truly sorry for the inconvenience this is causing you. 

 

Please be advised that most ISPs rely on NBN Co to provide NBN services therefore, we are subjected to their connection timeframe as well as scheduling. 

 

The Case Manager has escalated this matter to NBN's management and is chasing their team for updates. A follow up was made yesterday and the Case Manager is awaiting response from NBN Co. 

 

I'll inform the officer to contact you today. 

 

 

Regards,

Ahra_G

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Level 3

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Moderator

Hi @jdalan

 

We understand how you feel regarding this matter. However, NBN cannot just simply replace the Network Termination Device as the NBN network configuration for your address is still with another active NBN residential customer.

 

Our latest update today from NBN Order Management is that they are waiting for the customer of the third party NBN provider to provide their Proof of Occupancy, so NBN can update the network configuration of both your NTD and the other customer's NTD.

 

Further updates will be provided once available.