{"id":28122,"date":"2025-08-13T14:33:41","date_gmt":"2025-08-13T04:33:41","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&p=28122"},"modified":"2025-10-02T16:47:11","modified_gmt":"2025-10-02T06:47:11","slug":"why-did-my-nbn-order-fail","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/why-did-my-nbn-order-fail\/","title":{"rendered":"Why did my nbn order fail?"},"content":{"rendered":"

If you’ve received an email from us with the subject line “Order failed”<\/strong>, it means something went wrong when we tried to connect your nbn\u00ae service.<\/p>\n

This usually happens because of an issue with the address you\u2019re trying to connect, or it may relate to your AVC ID<\/a> \u2014 a unique code that identifies an active nbn\u00ae connection.<\/p>\n

The exact reason is usually included in your email, but we know some of nbn\u2019s wording can be confusing. Here\u2019s a quick guide to what the common messages mean and what you should do next:<\/p>\n\n\n\n\n\n\n\n\n\n\n
Message received<\/th>\nWhat it means & what to do<\/th>\n<\/tr>\n<\/thead>\n
The provided service transfer AVC ID does not exist<\/strong><\/td>\nThe AVC ID we received couldn\u2019t 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.<\/td>\n<\/tr>\n
The provided service transfer AVC ID has recently been disconnected<\/strong><\/td>\nThat AVC ID is for a service that’s already been disconnected. In this case we\u2019ll usually need to place a new connection<\/strong> order instead of a transfer, which won\u2019t require the AVC ID.<\/td>\n<\/tr>\n
The provided service transfer AVC ID does not match the location<\/strong><\/td>\nThe AVC ID belongs to a different address in nbn’s system. We\u2019ll need the correct AVC ID for the location you\u2019re trying to connect. Ask your current provider to confirm it and send it through to us.<\/td>\n<\/tr>\n
Missing service transfer AVC ID<\/strong><\/td>\nWhen transferring from another provider, nbn\u00ae requires an AVC ID. If we don\u2019t receive it, we can\u2019t complete the transfer. Please get the AVC ID from your current provider and provide it to us.<\/td>\n<\/tr>\n
The requested location is currently not serviceable<\/strong><\/td>\nnbn\u00ae has advised that the address isn\u2019t ready for connection. This may be because infrastructure is still being built, or because the address record in nbn\u2019s system doesn\u2019t match. We\u2019ll work with you to confirm the correct address or re-submit once nbn updates their system.<\/td>\n<\/tr>\n
Insufficient NTD capacity available<\/strong><\/td>\nYour nbn\u00ae 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\u2019ll need to transfer the existing service, and we\u2019ll require the correct AVC ID to proceed.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
\ud83d\udca1 Tip:<\/strong> Not sure what an AVC ID is or where to find it? Check out this guide<\/a>.<\/div>\n
\ud83d\udce9 Need help?<\/strong> Once you\u2019ve got the updated details (like the correct AVC ID or a confirmed serviceable address), chat with us online<\/a> or call 13 14 13<\/a> and we\u2019ll resubmit your order for you.<\/div>\n","protected":false},"excerpt":{"rendered":"

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\u00ae service. This usually happens because of an issue with the address you\u2019re trying to connect, or it may relate to your AVC ID \u2014 a unique code that identifies an…<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,63],"acf":[],"yoast_head":"\nWhy Your nbn Order Failed and What to Do Next | MATE<\/title>\n<meta name=\"description\" content=\"Received an "Order failed" email from MATE? Learn what it means, how to fix common nbn\u00ae order issues, and where to find your AVC ID. 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