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Stay connected when moving to the NBN

During your move to the NBN your telco must make sure you aren’t left without a working internet service. 

You should not be left without a working service

Your telco must carefully manage your move from the old internet and phone service to the NBN service. These rules are set out in the NBN Continuity of Service Standard and the NBN Service Migration Determination.

These rules say that telcos must: 

  • not turn off your old service unless its needed to get your new NBN service working
  • tell you when your NBN service is available when switching telcos so you can stop the old service
  • provide a replacement service or compensation if they can’t get your NBN service working within 3 days 

Dealing with delays

If your telco can't get your NBN service working in 23 working days, they must reassess the problem and develop a plan to fix it. This plan must show you how they will get the service working as soon as possible. 

If this plan doesn’t get the service working in the next 20 days, the telco must do an audit to work out why their plan didn’t fix the problem. The audit must also set out the next steps to get your service working and point out how they can avoid similar problems in the future.

If you want to know more about the cause of your problem and how it will be fixed, ask your telco.

If a telco does not follow our rules

We monitor the telecommunications industry and investigate telcos that break the rules.

If we find that a telco has broken the rules, we may apply a penalty or start court proceedings.

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