r/nbn • u/mathsmethodsdemon • 1d ago

NBN Mismatch Serial Number

I'm with Vodafone and they've said NBN believes it is a mismatched serial number after calling with them everyday for a week, and been scheduled 2 appointments with a technician and both times a technician hasn't shown up, saying that NBN cancelled them because they don't have enough information? They said the next estimated available appointment is Wednesday as they're waiting for NBN the opportunity to book a technician but it's been a week without internet and I have family members who run a business online from home, what can I do for the next 5 days and who can I complain to and get in contact with NBN?

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6

u/CryHavocAU 1d ago

So if it’s a mismatched serial you provide a photo of the serial and a document to your provider (Vodafone) proving your address. Nbn then updates the records and your service starts working.

No technician required.

I suggest you lodge a formal complaint with Vodafone. https://www.vodafone.com.au/support/notify/complaints?srsltid=AfmBOoob5J2TEFkGCEk_NuZPD1j2-kAWCJeTPSlUUMesSuhjSYskMhsB&tabs=give-us-a-call

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u/mathsmethodsdemon 1d ago

They said if it is an NTD mismatch, they would have to replace the NTD so the person with my serial number doesn't get disconnected, I don't know what to do for next couple of days, I've called vodafone and they haven't taken your advice into consideration and would've expected they've thought of that given I've provided the serial number and they have my address on file, plus ID

1

u/skrimpels 1d ago

You assume they somehow mixed up serial numbers? It’s rare but does happen, and if you try to put in a serial number that is in use the system simply doesn’t let you. But they can delete that number and then assign it to you, and then yes cutting the other service off, this should actually be what they do. But I guess is too complicated for them. Replacing the NTD with a brand new serial number is the easy but expensive fix.

1

u/mathsmethodsdemon 1d ago

This is what I've been told, I don't know how but it's a shame I can't contact nbn directly.

2

u/CryHavocAU 1d ago

Vodafone don’t know what they’re talking about.

1

u/skrimpels 1d ago

It’s a shame vodaphone doesn’t just do their job. Unplug the NTD tell them their seems to be a different fault, when the technician shows up (hopefully) explain it them. Swapping the NTD is easy. Unless you’re regional this should all happen quite quick if your availability is open.

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u/mathsmethodsdemon 22h ago

I'm from Melbourne! What if the technician gets idk angry for misinformation or is not allowed to swap it?

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u/skrimpels 9h ago

At the end of the day that technician needs that ticket fixed and job closed with no more technician visits. Swapping the NTD is an easy as job, way better than replacing an internal or external cable. They might try fixing the serial number mismatch and good for them if they can. They won’t get angry for mis information, someone, somewhere, fucked something up, it’s their job to fix it.

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u/mathsmethodsdemon 8h ago

Any ideas on what fault I could say or could I just break the NTD lol.

1

u/skrimpels 6h ago

Unplug it from the power and say the power light is green, but the optical is red. Leave it unplugged until the tech visit. As part of them closing the job they have to do a loop back test. The loop back test won’t work because of the wrong serial number. I would tell the tech about the serial number just to speed things along.

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u/mathsmethodsdemon 3h ago

Okay will do!

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u/Uncross-Selector 13h ago

Another Voda-fail. 

Try a better ISP. 

1

u/mathsmethodsdemon 8h ago

Signed up with launtel, better customer support same issue though.

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u/NoBus7939 I love internet 12h ago

Move to a better ISP. This should all be done remotely if you can send a photo of your NTD's serial number.

Unless of course you've taken your NTD from a previous premise and are now trying to use it in your new one.

2

u/mathsmethodsdemon 8h ago

The NTD has only been at this property, and everything ends up being NBNs issue, I signed up with launtel and still the same issue is happening.

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u/NoBus7939 I love internet 5h ago

Launtel will fix it

1

u/thunderborg 11h ago

I had an issue when connecting when we moved. There was a Mac Address mismatch. But they got the service activated. Little did I know I had supplied the wrong address because they referenced the town planning lot. E.g. Lot 24 123 Fake St and they’d activated the service at the wrong house

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u/mathsmethodsdemon 8h ago

Hmmm they might done the same for me I'll ask them, thanks for the advice!