NBN Co is no longer resuming HFC connection orders this month

Alex Choros - Managing Editor + Group Telco Editor

Last updated 17 May 2021

NBN Co today announced that it won't recommence taking new orders from customers on the HFC network this month as intended. Earlier this year, the network builder ceased taking orders from HFC premises who had yet to connect to the NBN. These delays are due to a component shortage that impacted the NBN Connection Boxes provided to customers with that technology type. It did however plan to restart taking orders from May 24.

However, due to issues with a new workforce scheduling system, NBN Co has decided to delay the restart. It has yet to provide a date.

"We apologise to new customers that have been waiting to connect to the network," said NBN Co Chief Customer Officer Brad Whitcomb.

"We have worked hard to resolve the supply chain issues that were affecting the delivery of new HFC modems, and we are sorry for these matters that have created a new delay."

"We will continue to communicate our progress and planned recommencement date for HFC new connection orders to internet retailers and customers as soon as possible. We thank retailers and customers for their patience while we work to resolve these outstanding issues."

Issues with NBN Co's new scheduling tool have led to thousands of customers having appointments delayed or cancelled entirely. NBN Co has yet to provide a timeline for when these issues will be resolved, which has led to criticism from NBN providers.

"We’ve got to assume that this is going to take weeks to fix," said Aussie Broadband Managing Director Phillip Britt.

"We’re still seeing significant numbers of orders that we can’t submit because no appointments are available, even though NBN have assured us there are extra appointments in the system. To be frank, this is totally unacceptable. We need a realistic timeline."

Britt also expressed disappointment at the HFC freeze, but said the company supports the decision in light of the new issues surrounding connections.

Alex Choros

Managing Editor + Group Telco Editor | X | Instagram | Threads | LinkedIn

Alex Choros is the Managing Editor of WhistleOut Australia and an award-winning journalist. He's been writing about consumer technology for over a decade and is an expert on the Australian telco sector, to the point where he knows far too many phone and internet plans by heart. In addition to leading the WhistleOut editorial team, Alex is responsible for ruining the office Sonos with his troubled taste in music.

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