If you’ve received an email from us with the subject line “Order failed”, it means something went wrong when we tried to connect your nbn® service.
This usually happens because of an issue with the address you’re trying to connect, or it may relate to your AVC ID — a unique code that identifies an active nbn® connection.
The exact reason is usually included in your email, but we know some of nbn’s wording can be confusing. Here’s a quick guide to what the common messages mean and what you should do next:
| Message received | What it means & what to do |
|---|---|
| The provided service transfer AVC ID does not exist | The AVC ID we received couldn’t be found in nbn’s system. It may have been typed incorrectly or may no longer be active. Double-check the AVC ID with your current provider and resend it to us. |
| The provided service transfer AVC ID has recently been disconnected | That AVC ID is for a service that’s already been disconnected. In this case we’ll usually need to place a new connection order instead of a transfer, which won’t require the AVC ID. |
| The provided service transfer AVC ID does not match the location | The AVC ID belongs to a different address in nbn’s system. We’ll need the correct AVC ID for the location you’re trying to connect. Ask your current provider to confirm it and send it through to us. |
| Missing service transfer AVC ID | When transferring from another provider, nbn® requires an AVC ID. If we don’t receive it, we can’t complete the transfer. Please get the AVC ID from your current provider and provide it to us. |
| The requested location is currently not serviceable | nbn® has advised that the address isn’t ready for connection. This may be because infrastructure is still being built, or because the address record in nbn’s system doesn’t match. We’ll work with you to confirm the correct address or re-submit once nbn updates their system. |
| Insufficient NTD capacity available | Your nbn® connection box (NTD) already has a high-speed service (like a gigabit plan) running on it. Only one gigabit service can be active at a time. We’ll need to transfer the existing service, and we’ll require the correct AVC ID to proceed. |
💡 Tip: Not sure what an AVC ID is or where to find it? Check out this guide.
📩 Need help? Once you’ve got the updated details (like the correct AVC ID or a confirmed serviceable address), chat with us online or call 13 14 13 and we’ll resubmit your order for you.
