What happens if a previous occupant hasn't cancelled their NBN?

What happens if a previous occupant hasn't cancelled their NBN?

If we have challenges activating your new NBN internet service, it could be due to an existing service that is still active at the address you provided. Depending on the type of NBN at your property, the previous occupant's service might hinder an internet service provider from activating a new one. In such cases, we'll reach out to let you know about the delay and ask for proof that you now live at this address.

In order to facilitate the connection of your service with NBN, we require a Proof of Occupancy Document (POD). This must include:
  1. The Occupant's Full Name (this will need to match the myhomefone account holder's name)
  2. The full address of the location
The only acceptable documents for a POD include:
  1. Fixed utility bills (water, electricity or gas). Note that phone bills are not suitable.
  2. An insurance document.
  3. A certificate of title for the land.
  4. A council rates notice.
  5. Letter from a real estate agent or community/building manager on letterhead.
  6. 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 order, please directly reply to the latest email you received from us.


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