HFC stop-sell

February 1st, 2021.

We received news from NBN this morning that it will stop taking orders on new HFC connections from 7pm on Tuesday 2 February. This is due to a worldwide shortage of chipsets thanks to to COVID impacts on manufacturing.

As a result, we will accept new orders up until 5pm AEDT tomorrow, Tuesday 2 February. This is to ensure enough time for any orders to go through our systems.

What does this mean for potential customers?

We are prioritising sales calls to anyone with HFC who has already put a query in with us to let them know the situation. We aim to reach everyone via sms/phone (and apologies if we miss anyone out).

We would urge you to place an order before 5pm AEDT Tuesday (with any provider, not just us).

We have marketing mail in flight that is too late to cancel; we sincerely apologise to anyone who receives this and cannot immediately connect.

After 5pm on Tuesday 2 February, you can still place a pre-sales order, which means you will stay in our queues until NBN lifts its stop-sell, and then your order will automatically start.

NBN will also continue to accept new HFC connection orders for customers who are classified as vulnerable customers, for example those with Medical Alarms (noting that Aussie Broadband does not provide priority assistance – if you need it, we recommend going to Telstra)

What does this mean for existing customers?

Existing customers who are already connected to the nbn via HFC will not be affected (or any customers connected via any other technology other than HFC). We would also like to reassure existing customers that nbn should be able to repair and replace existing HFC equipment, if required.

Customers who have an active order in flight (ie, you’ve ordered a service with us, and the connection process is underway) should also not be affected. If you have a pending order that has been delayed for some reason, our service delivery will be in touch.

We appreciate this is frustrating for anyone intending to order a new service, and we are truly sorry for any inconvenience caused.

We are working closely with nbn and we’ll pass on any updates when we can.

Questions?

If you have other questions, please give our team a call on1 300 880 905.