Quick answer: This article will explain what happens when an nbn™ order goes into “Connect Outstanding” and what needs to be done to proceed with connecting your services.
What is Connect Outstanding?
Connect Outstanding occurs when you attempt to get a fixed line phone or broadband service connected at a property, but there is already an active service (that is not owned by you) at that address.
It occurs when you move into a rental or recently purchased property where the previous occupant has not yet cancelled their services (or the cancellation has not yet completed).
Why does Connect Outstanding delay my connection?
The active service must be removed from the line, but because they aren’t your services, you don’t have the authority to cancel or relocate them without proving that you’re the new occupant of the property. The delay is caused by the time spent getting the services removed from the line in a legal manner.
How will I know my application has gone into Connect Outstanding?
After your order is submitted to the NBN Co (or Telstra Wholesale if you have ordered and ADSL service), we are typically notified within 48 hours if it has gone into Connect Outstanding. We’ll notify you via phone or email if Connect Outstanding applies.
How can I get my services connected?
To resolve a Connect Outstanding and get your services connected, can you please provide one of the following:
For nbn™ connections
- – The phone number of the active service (quickest option); or
- – Proof of Occupancy (normally takes the NBN Co 5-10 business days)
For ADSL connections
- – Proof of Occupancy (normally takes Telstra Wholesale 5-10 business days)
What if I actually do own the connected services?
If you’re switching your phone and ADSL services over to the nbn™ using a Fibre to the Node (FTTN), Fibre to the Basement (FTTB) or Fibre to the Cabinet (FTTC) connection type, then it’s possible that ‘false positive’ for Connect Outstanding may occur if an incorrect phone number was entered when you submitted your nbn™ order. This can be cleared up by correcting the phone number on your order so they match up to our records.
However, if we do find that you aren’t the owner of the phone or ADSL services, you’ll need to supply Proof of Occupancy Documents.