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 are trying to connect, or may relate to the AVC ID, a unique reference code that identifies an active connection in nbn’s systems.
The exact reason is usually included in the message, but we know some of the wording from nbn can be confusing. So we’ve put together a quick guide below to help explain what it all means and what to do next.
| Message received | What it means |
|---|---|
| The provided AVC ID does not exist | The AVC ID we received couldn’t be found in nbn’s system. It might’ve been typed incorrectly or may no longer be active. |
| The AVC ID has recently been disconnected | The AVC ID you gave us is for a service that’s been disconnected. This likely means we’ll need to place a new connection order instead of a transfer, and may not need the AVC ID at all. |
| The AVC ID is tied to a different address | That AVC ID is linked to a different address in nbn’s system – not the one you’re trying to connect. We’ll need the correct one to proceed. |
| Missing AVC ID | We didn’t receive the AVC ID needed to transfer your connection from another provider. Without it, we can’t proceed with the transfer. |
| The requested location is currently not serviceable | nbn has advised that the address isn’t currently ready for connection. This could be due to missing infrastructure or an address issue in their system. |
💡 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 serviceable address), chat with us online and we’ll resubmit your order for you.
