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Grange
New Contributor
New Contributor

NBN installation delay

When I move why can’t I transfer my NBN plan and use it on the 4G backup while waiting for NBN installation which is expected to take month? Optus need to supply a continuing service for long time existing customers when there is such a wait  

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AndrewC1
Super Contributor
Super Contributor

Re: NBN installation delay

@GrangeKeep asking and hopefully you may get someone in Optus who will ask and or check if it is possible instead of giving you the standard Optus response from the script that you have been getting.

 

Good luck.

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Serena_YC
Moderator
Moderator

Re: NBN installation delay

Hi @Grange,

Thanks for raising this with us here. 

From what I know, the 4G backup service on the Optus Ultra WiFi Modem can only be used at the service address listed in our systems, which is why it would not work at the new address whilst the service is still active at the previous address. 

That being said, I have reached out to our internal teams for clarification on this. 

Once I receive an update, I can keep you posted here if you like. 


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YetAnotherAcc
Respected Contributor
Respected Contributor

Re: NBN installation delay


@Serena_YC wrote:

From what I know, the 4G backup service on the Optus Ultra WiFi Modem can only be used at the service address listed in our systems, which is why it would not work at the new address whilst the service is still active at the previous address. 


The 4G backup must only be used at the service address, not can only be used at the service address. Big difference.

If the previous address is cancelled before the move then the 4G backup will almost certainly be cancelled as well, but if its still active (and is still being paid for) then I'd be very surprised if it would not work at the new address, at least for 30 consecutive days (see FAQ).


That being said, I have reached out to our internal teams for clarification on this. 

Once I receive an update, I can keep you posted here if you like. 


It would be good to get that cleared up here for everyone's benefit.

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petergdownload
Honoured Contributor
Honoured Contributor

Re: NBN installation delay

Teclos are only obligated to provide a service at your home. For obvious reasons they are usually happy to transfer your service to a new house but they don't have to provide additional options.

Hopefully Optus can do something but might be easiest to get a couple of these for $25 each. They should cover your needs and you can set up a hotspot using a phone.

https://www.optus.com.au/shop/prepaid/sim-card/50-sim?SID=con:prehome:offers:sd:img:dec20:50for25
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Serena_YC
Moderator
Moderator

Re: NBN installation delay

@Grange

Just to get back to you on this as I have heard back from our technical specialists team. 

They have advised that the 4G back up service is intended to support relocations and as such, they can’t see any reason as to why the service shouldn’t work at your new address.

If you have a social media profile, would you be able to send through a private message to our official Optus Facebook or Twitter page

Do remember to include the link to this post so that our Social Media teams can securely confirm your details and take a closer look into this for you. 

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.