Connect Outstanding FAQ

This article will explain what happens when a service application (or relocation) goes into “Connect Outstanding” and what needs to be done to proceed with connecting your services.

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Connect Outstanding occurs when you attempt to get a fixed line phone or broadband service connected at a property, but there is already an active service (that is not owned by you) at that address.

It occurs when you move into a rental or recently purchased property where the previous occupant has not yet cancelled their services (or the cancellation has not yet completed).

 

The active service must be removed from the line, but because they aren't your services, you don’t have the authority to cancel or relocate them without proving that you’re the new occupant of the property. The delay is caused by the time spent getting the services removed from the line in a legal manner.

Please note: For landline phone services, the "owner" of the service is the person who is recorded on the account as the legal lessee of the phone line (typically the person who ordered the original connection). In some cases, this may not be the same person as the account holder for xDSL broadband services sharing the same phone line.

 

Phone/xDSL services

After lodging your application to our wholesaler, we are typically notified within 48 hours if it has gone into Connect Outstanding. A member of our team will always contact you to explain the situation if this occurs.

NBN™ services

After your order is submitted, it will be assessed by our NBN™ Service Delivery team. We'll notify you via phone or email if Connect Outstanding applies.

 

This process varies depending on whether the connected services that need to be removed from the line are Phone/xDSL broadband services (excluding Phone/xDSL services upgrading to NBN™ FTTN/FTTB), or NBN™ services.

If the Phone/xDSL services are being upgraded to NBN™ FTTN/FTTB, see the process for NBN™ services instead.

  1. Contact your landlord or real estate agent for help getting in touch with the previous tenant or owner.
     
  2. The previous tenant or owner will have the authority to cancel or relocate the service, or they may be able to confirm that they have already arranged this and the phone line should be free in a few working days.
     
  3. If you’re unable to contact the previous tenant or owner, you’ll need to supply us with Proof of Occupancy documents and your application reference number via email (voice.activations@iinet.net.au) or fax (08 9214 2295).

    Only the following Proof of Occupancy documents will be accepted:

    - Lease; or
    - Rental Agreement (a.k.a. Residential or Commercial Tenancy Agreement); or
    - Signed Contract of Sale (must be signed, and include settlement date); or
    - Statutory Declaration from the new occupant PLUS a utility bill for a fixed-line service with a service address (e.g. rates, power, water); or
    - Statutory Declaration from the property owner PLUS a rent receipt; or
    - Statutory Declaration from the property owner PLUS a bond payment receipt; or
    - Letter from the real estate agent PLUS a rent receipt; or
    - Letter from the real estate agent PLUS a bond payment receipt.
     

  4. Once we have sent your Proof of Occupancy documents to the provider of the phone service, the investigation may take up to 10 working days, but 3-5 working days is more common. In the event that our wholesaler denies the request, we'll dispute this with them.
     
  5. Once the services are disconnected, from that point onwards, the usual timeframes for your service connection (or relocation) apply.
     
  1. Contact your landlord or real estate agent for help getting in touch with the previous tenant or owner.
     
  2. The previous tenant or owner will have the authority to cancel or relocate the service, or they may be able to confirm that they have already arranged this and the line should be free in a few working days.
     
  3. If you’re unable to contact the previous tenant or owner, you’ll need to supply us with Proof of Occupancy documents and your application reference number via email (nbn-query@iinet.net.au).
     
    Only the following Proof of Occupancy documents will be accepted:

    - Lease; or
    - Rental Agreement (a.k.a. Residential or Commercial Tenancy Agreement); or
    - Signed Contract of Sale (must be signed, and include settlement date); or
    - Statutory Declaration from the new occupant PLUS a utility bill for a fixed-line service with a service address (e.g. rates, power, water); or
    - Statutory Declaration from the property owner PLUS a rent receipt; or
    - Statutory Declaration from the property owner PLUS a bond payment receipt; or
    - Letter from the real estate agent PLUS a rent receipt; or
    - Letter from the real estate agent PLUS a bond payment receipt.
     

  4. Once we receive your Proof of Occupancy documents, we’ll check them against NBN Co’s records and notify you if they are accepted, or if any further documentation is required.
     
  5. Once the Proof of Occupancy documents are accepted, your NBN™ order will be lodged within 2 working days. We'll notify you when we have an update on your connection date.

 

If you're switching your Phone and xDSL services over to NBN™ Fibre-to-the-Node or Building (FTTN/FTTB) services, then it's possible that 'false positive' for Connect Outstanding may occur if an incorrect phone number was entered when you submitted your NBN™ order. This can be cleared up by correcting the details on your order so they match up to our records.

However, if we do find that you aren't the owner of the Phone/xDSL services, you'll need to supply Proof of Occupancy Documents as per the NBN™ process above. Following this process is recommended because the alternative is getting an additional line connected to your premises, which has a $297 Additional Line Connection Fee levied by NBN Co. Supplying Proof of Occupancy Documents is typically cheaper and faster.

If you own an active NBN™ FTTB/FTTN service, we can transfer the services to iiNet from your current provider, with your authorisation.