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Does your address not appear when searching our connection engine?

Contact your phone and internet provider

If your address doesn’t appear, or if you want to request an additional connection on a property with more than one residence on it, contact your phone and internet provider. Your provider will contact us to assist with resolving the issue. As part of the process, your provider may request information such as the coordinates of the property you wish to connect, and proof that the property is occupied. 

There are several reasons why your address may not appear when checking on our website. To support your request with your phone and internet provider, below are some of the main scenarios and how you can find specific information. 

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Secondary dwelling on existing property (e.g. granny flats)

In most cases, a secondary dwelling, like a granny flat or studio that shares the same address as the primary residence needs to be connected through an additional connections process. 

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Newly sub-divided property

Speak to your developer to ensure your newly subdivided property has had the title lodged correctly with your council. Once confirmed, you can speak to your phone and internet provider about the missing address. 

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New house on a single block

You will need to talk to your developer or builder about registering your newly-built home with nbn® and to start the connection process. 

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Address record may require updating

Sometimes the nbn address record may be slightly different from how you know your address. Using our nbn rollout map, search a neighbouring address or local landmark and then use the pin drop to find your address. Try repositioning the location pin on the search map in 'EARTH' view. 

Other factors to consider

For renters

Connecting to the nbn broadband access network may require nbn supplied equipment to be installed within your premises by a certified technician. Therefore, you will need to inform your landlord prior to installation and receive approval before any work is commenced.

If you’re not in direct contact with your landlord, you will need to contact your property manager or real estate agent.

Moving house

It is a legal requirement that you leave the nbn supplied equipment such as the connection box and cables if you are moving out of your house.

If you’re moving into a premises connected to the nbn network and discover the nbn supplied equipment has been removed, please contact a phone and internet provider and they will arrange for the equipment to be reinstalled.

Removal & relocation of equipment

We recognise our nbn® assets or infrastructure may occasionally need to be altered, relocated, removed or protected.

It’s important to note that by law, only nbn and our authorised contractors may work on nbn assets and infrastructure.

For businesses

A business address can contain multiple buildings or multiple floors with many commercial premises at the site, examples include shopping centres, universities, airports and schools.

This may present challenges when searching for your address, if you are unable to find your address please contact a phone and internet provider for assistance. 

As part of the process, the provider may request information of the property you wish to connect such as shop name or office number, floor/level details, coordinates, and proof that the property is occupied.