On February 1, we were advised by nbn that they will stop taking new orders for HFC customers due to a worldwide shortage in the supply of chipsets as a result of COVID-19’s impact on the manufacturing industry. Integrated chips are used across various industries, including the telecommunication industry and are used in the nbn connection boxes that connect to the HFC network.
As a result, we are not able to accept any new orders for HFC broadband. We apologise for any inconvenience caused and are working closely with nbn to ensure we keep our customer up to date and return to business as usual as quickly as possible.
We would like to reassure our existing customers already connected to nbn via HFC (or any other nbn technology) that there will be no impact to your service. We are able to repair and replace equipment if required.
NBN are also making provisions for vulnerable customers (such as those with medical alarms) to ensure these customers can continue to place new orders.
Frequently asked questions
Will I be impacted if I have a confirmed future appointment to get connected to the nbn HFC network?
At this stage, nbn will honour all orders in the system prior to the 2 February. If you have any queries about your HFC order please contact our friendly team.
I’m about to move into a new property that has HFC – will I be able to connect?
We can accept orders to be placed for premises that will be reconnecting to the nbn HFC network (i.e. if the previous occupier of the premises had been connected to the nbn network before moving). However, if you are connecting to the nbn network for the first time the order will not be able to be placed.
Will this issue impact all retail service providers?
Yes, all new HFC orders and retail service providers will be impacted by this issue.
Are there any other exceptions where HFC orders will be enabled?
NBN will continue to enable HFC orders for customers who are vulnerable, for example those with Medical Alarms.
I’m currently connected to the nbn HFC network, will this situation affect me?
If you are currently connected to the nbn HFC network and have no intention to move or leave your current premises, we do not anticipate that this situation will affect you.
If you have any further questions, please don't hesitate to chat to our friendly team online or contact us here.