NBN Missing Address Issues
The NBN (National Broadband Network) assigns a Location ID (LOCID) to every single location or address within Australia that is serviceable (or planned to be) by the NBN. If you can find your address on the 'Check Your Address' facility on the NBN website, this means your address is registered with the NBN and already has a Location ID. This means ordering a new NBN service should be fairly straightforward.
Unfortunately if we cannot match the address you have provided us with a Location ID, we are unable to proceed with an NBN order. There are several reasons why your address may not appear, please visit https://www.nbnco.com.au/missingaddress to learn more about some of the main scenarios and how you can find specific information and further assistance.
- For newly-built premises, check with your builder or developer to ensure a new development application has been lodged with NBN. If your premises only recently become ready to occupy, the NBN might not be ready yet.
- For pre-existing premises, your address may be formatted differently on NBN's database to what you're used to, this can make it tricky to find. For example unit, 10 might be listed as unit 010.
If you're within a Multi-Dwelling community such as a Retirement Village or Aged Care Facility, it is common for specific Units/Villas/Rooms etc to be missing or formatted in a way that makes them difficult to find. We recommend first checking with your Community or Building Management as they will often know what address other residents used to order their NBN connections.
If your location has previously been installed and NBN equipment has remained connected in-situ, we can usually find your address using all the serial numbers on this equipment. Please take a clear photograph of the installation plus close up photos of all serial numbers and email them to us.
Note that NBN-supplied equipment will only work at the location where it was originally installed and should not be relocated.
How To Lodge a Lodge a Missing Address Request
After considering the above information, if we still cannot locate your address, we can assist with lodging a missing address request with NBN on your behalf.
In order to lodge a missing address request with NBN, we require a Proof of Occupancy Document (POD). This must include:
- The Occupant's Full Name (this will need to match the myhomefone account holder's name)
- The full address of the location
The only acceptable documents for a POD include:
- Fixed utility bills (water, electricity or gas). Note that phone bills are not suitable.
- An insurance document.
- A certificate of title for the land.
- A council rates notice.
- Letter from a real estate agent or community/building manager on letterhead.
- A SIGNED lease agreement.
Please email your Proof of Occupancy Document to our support team using the address below. Alternatively, if you are already engaging with us via email about your missing address, please directly reply to the latest email you received from us.
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