Skip to main content

HFC - Shortages in NTD Hardware

HFC - Shortages in NTD Hardware

This article details the NBN Co HFC hardware shortfall and what it means to new HFC customers who are requesting either a new connection or are moving home to a HFC connected property.

nbn™ HFC Hardware shortages

So what is happening?

From 7pm (AEDST) on Tuesday 2 February, nbn™ have announced that they will not be taking new orders from phone and internet providers for HFC customers, with some limited exceptions. NBN Co have advised they expect this situation to continue for several months. This decision will not affect customers already connected to the nbn™ network, nor will it affect new customers connecting to the nbn™ network via technologies other than HFC.

We would like to reassure existing customers connected to the nbn™ via HFC that NBN Co are able to repair and replace equipment in customers’ homes, if required.

How do I know if this affects me?

You can check your address using our address lookup tool, this will tell you what service class you have listed at the property you would like to connect.

Our address lookup tool can tell you:

  • What service type is at the address you have entered e.g. HFC, FTTN/B, FTTP etc.
  • What service class NBN Co have given your property. You can find out more about NBN Co service classes here
  • If your property is currently serviceable or not

Frequently asked questions

  1. Will this impact all providers?

    • All new HFC orders will be impacted by this issue, regardless of which provider you are with

  2. Are there any exceptions where HFC orders will still go ahead?

    • NBN Co has stated the intention is to continue to enable HFC orders for customers in the following scenarios:

      • Medically vulnerable people and medical support businesses (medical practices/hospitals) that have had their copper-based legacy services disconnected.
      • Emergency services that have had their copper-based legacy services disconnected.
      • Essential services in disaster situations that have had their copper-based legacy services disconnected.
      • Premises that have had their copper-based legacy services disconnected.
      • If you’re moving into a premises that has already been connected to the nbn™ HFC network, and you require a service transfer, reconnection or a self-installation kit.
        Please note that Superloop does not offer or support emergency features on its services

  3. I’m currently connected to the nbn™ HFC network but I’ve had a problem with my service, am I affected?

    • NBN Co will continue to service customers that require a replacement nbn™ HFC connection box. If you think you have a fault you can either lodge a technical support request with us using our handy form or if urgent contact us by phone.

  4. I submitted my order before the 2nd of Feb why is my order delayed?

    • If you have a pending order that has been delayed for some reason, our service delivery will be in touch to discuss the specifics of your order delay.

We appreciate this is frustrating for anyone intending to order a new service, and we are truly sorry for any inconvenience caused. We are working closely with NBN Co and we’ll pass on any updates as soon as we receive them.

If you would like to know more you can read further on the NBN Co website: https://www.nbnco.com.au/utility/global-supply-shortage-impacting-nbn-HFC-connections

If you are moving home and want to know if your service will be able to be connected to the NBN Co network you can find more information about moving home here