Manage Templates

Accounts / Payment Plan / Confirmation

Email

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The payment plan you have requested has now been set on your account. You will receive a confirmation email outlining the details shortly. Please be aware that the confirmation email may be filtered to your spam folder.

Accounts / Payment Plan / Payment Options

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The payment methods we currently accept are direct debit and card payments. If you would like to update your payment details you can do this through the billing section of the app.

Accounts / Payment Plan / Set Up

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If you would like to set up a payment plan, you can do so in the billing section of the MyAussie App. Navigate to the Billing tab at the bottom of the app Tap the Request a Payment Extension button Enter your preferred payment date You will receive email confirmation once the plan has been set.

Faults / General Templates / Checking In

ABB Monitoring

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Just reaching out to let you know that we still have this fault open and are actively monitoring it. We are just waiting for an update from NBN to provide to you. If you have any questions or requests of us here in the mean time feel free to reach out!

Faults / General Templates / Checking In

Appointment Completed

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NBN have let us know their technician has attended and it looks like the service is now passing our testing. Before we close this fault off we would love to hear from you to confirm if everything is now working as expected. Please do let us know if you are still experiencing any issues with the service so we can continue investigating.

Faults / General Templates / Checking In

Held Ticket

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I wanted to let you know that we are still actively checking in on your fault. NBN have placed the ticket in a held state while they investigate some issue that are occurring further upstream. We will keep you in the loop with any updates that they provide to us. If you have any questions or requests of us here in the mean time feel free to reach out!

Faults / General Templates / Checking In

NBN Monitoring

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I wanted to let you know that we are still actively checking in on your fault. NBN have placed it in a monitoring period for 7 days. If it fails this period we will reach out to book another appointment for you. If you have any questions or requests of us here in the mean time feel free to reach out!

Faults / General Templates / Checking In

No Reply

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We'd love to continue to investigate this for you but haven't heard back from you in a while. Please get back to us when you can either by reaching back out here in your app fault, or calling 1300 880 905

Faults / General Templates / Closing

No Contact

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Since we didn't hear back we will close this fault off but if you need us to investigate in future just let us know. If you still need a hand please raise a new fault or contact us on 1300 880 905

Faults / General Templates / Titles

Titles

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No Connection Service Setup Service Never Worked Speeds Dropouts

Faults / General Templates / Warning

CSP Notes

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Just wanted to reach out to see if you still needed a hand with this fault? If we don't hear back from you within the next day or so we will close the fault off, but we can re-open it in the future if we need to.

Faults / General Templates / Warning

One Touch

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I just wanted to update you on the issue with your service. It appears that it is all sorted out and everything looks good now according to our tests. So we're going to close this for now. If you run into any more issues or have questions, don't hesitate to reach out to our support team on 1300 880 905 or raise another fault in the MyAussie app and we will be more than happy to help.

Faults / General Templates / Warning

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Hey, it's Aussie Broadband. Just a quick reminder to jump on the app and check the response to your fault. You can find this by going to the Support tab at the bottom of the app and scrolling down to Active Faults.

Faults / General Templates / Warning

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Hey, it's Aussie Broadband, we have tested your service and the fault appears to be resolved. We are closing the fault for now but if you have any trouble in future please do not hesitate to let us know.

Order Support / Banlisting / Day 1

Published Update

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We hope you're doing great. We wanted to touch base about your recent NBN order, seems like some details are flagging as ban listed. Unfortunately, we can't move forward with it until we hear from you. But don't worry, it's super easy to get in touch. Just give us a call on 1300 880 905, and our friendly team will assist you in no time. If we don't hear from you by [INSERT DATE HERE] we'll have to cancel your order. We don't want you to miss out, so please reach out soon. Thanks a bunch for your understanding. We can't wait to get you up and running.

Order Support / Delays / Duplicate

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It looks like you have a duplicate order with us. This can occur for a number of reasons, but we want to make sure you do not need two NBN services at your address. Please reach out to our support team on 1300 880 905 between 8am and 12am AEST The team will help you abandon the duplicate order if you do not require it. If we do not hear from back from you by [INSERT DATE HERE] the duplicate order will be automatically abandoned

Order Support / Delays / Duplicate

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Hey, it's Aussie Broadband! It looks like you have a duplicate order with us. Please reach out to our support team if you would like to abandon that order.

Order Support / Delays / Hardware Pickup

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Hey, it's Aussie Broadband! Just a friendly reminder that your hardware is awaiting pickup! Please check your AusPost tracking code.

Order Support / Delays / In-flight Fibre Connect

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Thanks for ordering your NBN with us! We have had a small hiccup. NBN is telling us there is already an order pending for your premises. If you have recently spoken to another retail service provider about an NBN Fibre connection, this will probably be what is holding up the process. If you wish to go ahead with your broadband order, please get in contact our support team to advise when the current provider is due to complete your fibre install. Once we hear from you, we will need to 2fa to move the connection date back to when that install is complete. Your order will remain on hold until this order with the other provider has been completed.

Order Support / Delays / In-flight Order

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Thanks for ordering your NBN with us! We have had a small hiccup. NBN is telling us there is already an order pending for your premises. If you have recently spoken to another retail service provider about an NBN connection, this will probably be what is holding up the process. If you wish to go ahead with your broadband order, please: 1. Cancel any orders you may have with other providers. 2. Let us know by contacting us or responding to this email. Once we hear from you, we will re-submit your order immediately! Due to strict privacy guidelines, we cannot remove pending orders with NBN if they are in place with another service provider, this can only be done with the customer and the service provider in question. Your order will remain on hold until this order with the other provider has been removed.

Order Support / Delays / In-flight Order

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Hey, it's Aussie Broadband! We are unable to progress your order as there appears to be an order with another ISP in progress. Please reach out to our LiveChat team when possible.

Order Support / Delays / TC4 Bandwidth

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Just reaching out as your order has been delayed. We have received an error from NBN that you are on a higher tier plan with your previous provider. As a result, this would necessitate us closing off that service to open a gigabit plan. To get the connection active immediately, there are two options: 1. Please request your current provider immediately downgrade your plan speeds to 100/40 or lower. Once this has been completed, contact us on 1300 880 905 and we can connect your service with us on another port to ensure as little downtime as possible. If choosing this option, please confirm with your provider they have definitely downgraded the plan immediately as we will not be able to order until that has completed. 2. Lower your connected plan with us to get the connection online on another port, close off your old service with your previous provider and then upgrade your plan the day following the closure. This will ensure that your service goes live and that you have minimal downtime also.

Order Support / FTTC / Connect Router

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We are reaching about your NBN order. We can see the NBN connection device is connected and online but there is no router connected. Please connect and configure your router as this will allow the order to complete. If you need a hand getting your router connected please reach out to our support team on 1300 880 905

Order Support / FTTC / Connect Router

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Hey, it's Aussie Broadband! just reaching out about your order. Please connect your router to your NBN device and your order will be able to complete.

Order Support / FTTC / Day 1

Published Update

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We hope you're doing great. We wanted to update you on your recent NBN order. Currently NBN is unable to detect the FTTC NCD connected. Please ensure that you have a DSL cable connected from the telephone socket on the wall to the wall socket port on the NCD. If you have multiple telephone sockets, try each socket for 30 minutes. Typically, the correct socket is the one closest to the front of the house. You're looking to see if the chain light goes solid and the DSL light starts flashing on the NCD. If you have any questions, you can reach out to our support team on 1300 880 905 Thanks for your understanding. We can't wait to get you up and running.

Order Support / FTTC / Day 1

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Hey there. It's Aussie Broadband. We need to chat about your NBN order. Please reach out to our support team so we can get things moving.

Order Support / FTTC / Day 2

Published Update

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We hope you're doing great. We wanted to update you on your recent NBN order. Currently NBN is unable to detect the FTTC NCD connected. Please ensure that you have a DSL cable connected from the telephone socket on the wall to the wall socket port on the NCD. If you have multiple telephone sockets, try each socket for 30 minutes. Typically, the correct socket is the one closest to the front of the house. You're looking to see if the chain light goes solid and the DSL light starts flashing on the NCD. If you have any questions, you can reach out to our support team at 1300 880 905. If we don't hear from you by [INSERT DATE HERE], we'll have to abandon your order. We don't want you to miss out, so please reach out soon. Thanks for your understanding. We can't wait to get you up and running.

Order Support / FTTC / Day 2

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Hey there. It's Aussie Broadband. We need to chat about your NBN order. Please reach out to our support team before [INSERT DATE HERE] or we will have to abandon your order.

Order Support / FTTC / Day 3

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We hope you're doing well. Since we haven't heard back from you, we've Abandoned your NBN order. But don't worry, it's super easy to sign back up on our website. Need help signing up? Just reach out to our sales team on 1300 880 905 Have a great day.

Order Support / FTTC / Day 3

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Hey there. It's Aussie Broadband. Since we haven't heard from you, we've abandoned your NBN order. You can sign up again anytime on our website or by speaking to our sales team.

Order Support / FTTP / Multiple UNI-D

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We hope you're doing great. We wanted to update you on your recent NBN order. It's currently delayed because NBN have advised that there is already more than one connection on the NTD. Due to this we need to clarify which port you would like us to use. Please provide us with the port number of the current service you would like us to take over. If you have any questions, you can reply to this email or contact our support team on 1300 880 905

Order Support / FTTP / Multiple UNI-D

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Hey it's Aussie Broadband! We are unable to process your order as there is already more than one connection at your address. Please respond to our email to let us know which port you would like us to use, or reach out on 1300 880 905

Order Support / HFC / Day 1

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We hope you're doing great. We wanted to update you on your recent NBN order. It's currently delayed because NBNs system can't detect the NTD connected. Ensure the coaxial cable is securely connected to the back of the NBN NTD and that the device is powered on. Additionally, they have asked us to verify the MAC address and serial number of your HFC NTD. This information can be found on the sticker at the bottom of the device. Please reply to this email with that information or a photo of the sticker, and we'll take it from there. If you have any questions, you can reach out here or by calling our support team on 1300 880 905 Thanks for your understanding. We can't wait to get you up and running.

Order Support / HFC / Day 1

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Hey there. It's Aussie Broadband. We need to chat about your NBN order. Please reach out to our support team so we can get things moving.

Order Support / HFC / Day 2

Published Update

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We hope you're doing great. We wanted to update you on your recent NBN order. It's currently delayed because NBNs system can't detect the NBN NTD connected. Ensure the coaxial cable is securely connected to the back of the NBN NTD and that the device is powered on. Additionally, NBN has asked us to verify the MAC address and serial number of your HFC NTD. This information can be found on the sticker at the bottom of the device. Please reply to this email with that information or a photo of the sticker, and we'll take it from there. If you have any questions, you can reach out here or just give our support team a call on 1300 880 905 If we don't hear from you by [INSERT DATE HERE], we'll have to abandon your order. We don't want you to miss out, so please reach out soon. Thanks for your understanding. We can't wait to get you up and running.

Order Support / HFC / Day 2

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Hey there. It's Aussie Broadband. We need to chat about your NBN order. Please reach out to our live chat team before [INSERT DATE HERE] or we will have to abandon your order.

Order Support / HFC / Day 3

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We hope you're doing well. Since we haven't heard back from you, we've abandoned your NBN order. But don't worry, it's super easy to sign back up on our website or by contacting our sales team. Have a great day.

Order Support / HFC / Day 3

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Hey there. It's Aussie Broadband. Since we haven't heard from you, we've abandoned your NBN order. You can sign up again anytime on our website or by reaching out to our sales team on 1300 880 905

Order Support / HFC / Multiple NTDs

Published Update

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We wanted to update you on your recent NBN order. It's currently delayed because NBN have advised that there are multiple HFC NBN boxes at your location. Please reply to this email with a photo of the HFC NBN box you are wanting your service established on (including a photo of the MAC and Serial Number details which are located on the sticker). If you have any questions, you can reply to this email or give us a call on 1300 880 905

Order Support / HFC / Multiple NTDs

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Hey it's Aussie Broadband! We are unable to process your order as there is more than one NBN device at your property. Please respond to our email with a photo of the bottom of the NBN device you would like to use, or reach out on 1300 880 905

Order Support / HFC / Signal Issue

Published Update

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We wanted to update you on your recent NBN order. It's currently delayed because NBN have advised that there are multiple HFC NBN boxes at your location. Please reply to this email with a photo of the HFC NBN box you are wanting your service established on (including a photo of the MAC and Serial Number details which are located on the sticker). If you have any questions, you can reply to this email or reach out on 1300 880 905

Order Support / HFC / Signal Issue

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Hey it's Aussie Broadband! We are unable to process your order as there is more than one NBN device at your property. Please respond to our email with a photo of the bottom of the NBN device you would like to use, or reach out on 1300 880 905

Order Support / Missing Payment Information / Day 2

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We hope you're doing great. We wanted to touch base about your recent NBN order, currently your account is missing payment details. Unfortunately, we can't move forward with the order until we get payment details added to your account. But don't worry, you can update these details via the MyAussie app or web portal, or reach out to our support team on 1300 880 905 If we don't hear from you by [INSERT DATE HERE], we'll have to cancel your order. We don't want you to miss out, so please reach out soon. Thanks a bunch for your understanding. We can't wait to get you up and running.

Order Support / Missing Payment Information / Day 2

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Hey there. It's Aussie Broadband. We need to chat about your NBN order. Please reach out to our support team before [INSERT DATE HERE] or we will have to abandon your order.

Order Support / Missing Payment Information / Day 3

Published Update

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We hope you're doing well. Since we haven't heard back from you, we've abandoned your NBN order. But don't worry, it's super easy to sign back up on our website or by contacting our support team on 1300 880 905. Have a great day.

Order Support / Missing Payment Information / Day 3

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Hey there. It's Aussie Broadband. Since we haven't heard from you, we've abandoned your NBN order. You can sign up again anytime on our website or by reaching out to our support team on 1300 880 905

Order Support / Payment Failed / Day 1

Published Update

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I hope this email finds you well! Just reaching out to let you know that the payment related to your NBN or hardware order unfortunately didn't go through. Could you please let us know when you'd like us to reattempt the payment? If there's anything we can do to assist, feel free to reach out as we're always happy to help!

Order Support / Payment Failed / Day 1

SMS

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Hey there. It's Aussie Broadband. We need to chat about your order. Please reach out to our support team so we can get things moving.

Order Support / Payment Failed / Day 2

Published Update

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We hope you're doing great. We wanted to update you on your recent NBN order. It's currently delayed because your debit has failed. If you have any questions, you can reach out here or by giving our team a call on 1300 880 905 .If we don't hear from you by [INSERT DATE HERE], we'll have to abandon your order. We don't want you to miss out, so please reach out soon. Thanks for your understanding. We can't wait to get you up and running.

Order Support / Payment Failed / Day 2

SMS

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Hey there. It's Aussie Broadband. We need to chat about your order. Please reach out to our support team so we can get things moving.

Order Support / Payment Failed / Day 3

Published Update

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We hope you're doing great. We wanted to update you on your recent order. As we have not heard back from you, we have abandoned your order. If you do wish to connect with us please place another order on our website or reach out to our sales team on 1300 880 905

Order Support / Payment Failed / Day 3

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Hey there. It's Aussie Broadband. As we have not heard from you in regards to your order, we have abandoned the order. If you do wish to connect with us please place another order via the website or by contacting our sales team on 1300 880 905.

Order Support / Service Request / FFTP - KDR

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We have been informed by our EU that [INSERT LOCID] has been knocked down and rebuilt and the cable and PCD have been removed from site. Please arrange to have [INSERT LOCID] rolled back to [INSERT ANTICIPATED SQ]. Please see the following supporting information: - Was the PCD previously installed onsite? YES - Can the EU locate where the PCD was located? YES/NO - Is the cabling from the PCD to the NTD original location still present? YES/NO - Who was responsible for the removal of this equipment? Name Mobile Email Please note Proof of Occupancy and supporting photos have been emailed to proofofaddress@nbnco.com.au referencing this incident number. Please proceed with rolling back [INSERT LOCID] to [INSERT ANTICIPATED SQ] so we can arrange a connection for our EU.

Order Support / Service Request / FNN/ULL Dispute

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Hi Team Please align FNN/ULL [INSERT FNN/ULL] against [INSERT LOCID] we can confirm that this is a valid match against this address. Please rectify this so we can raise an order for our EU. Thank you

Order Support / Service Request / FTTN - KDR

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Hi Team, We have been informed by our EU that [INSERT LOCID] has been knocked down and rebuilt and cabling has been removed from site. Please arrange to have [INSERT LOCID] rolled back to [INSERT ANTICIPATED SQ]. Please see the following supporting information: Was the NBN previously installed onsite? YES/NO Is the conduit from the Property boundary to the premise present? YES/NO is the internal cabling in place ? ( first socket) Who knocked it down/removed the cables? Name Email Mobile Please note Proof of Occupancy and supporting photos have been emailed to proofofaddress@nbnco.com.au referencing this incident number. Please proceed with rolling back [INSERT LOCID] to [INSERT ANTICIPATED SQ] so we can arrange a connection for our EU. Thank you.

Order Support / Service Request / HFC - Multiple NTDs

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Hi Team, Please proceed with remote activation for [INSERT ORDER ID]. We can confirm that there is an Arris NTD installed onsite and is powered on. Arris NTD details are as follows: [MAC ADDRESS] [SERIAL NUMBER] Arris NTD light status: ON/OFF * 4 green light on - Y / N * Upstream light is flashing orange - Y / N * Downstream light is flashing orange - Y / N * lights are cycling between Upstream / Downstream / Online - Y/N Our customers details are: [INSERT CUSTOMER DETAILS] Please remotely activate this service so we can get out EU online. Thank you.

Order Support / Service Request / HFC - Remote Activation

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Hi Team, Please proceed with remote activation for [INSERT ORDER ID]. We can confirm that there is an Arris NTD installed onsite and is powered on. Arris NTD details are as follows: [MAC ADDRESS] [SERIAL NUMBER] Arris NTD light status: ON/OFF * 4 green light on - Y / N * Upstream light is flashing orange - Y / N * Downstream light is flashing orange - Y / N * lights are cycling between Upstream / Downstream / Online - Y/N Our customers details are: [INSERT CUSTOMER DETAILS] Please remotely activate this service so we can get out EU online. Thank you.

Order Support / Service Request / HFC Urgent Completion

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Hi Team, We require [INSERT ORDER ID] to be completed urgently. The EU has DHCP logs and recent usage against: Location ID: AVC: C-TAG: Product Instance ID: Arris NTD details are as follows: [MAC ADDRESS] [SERIAL NUMBER] Arris NTD light status: ON/OFF * 4 green light on - Y / N * Upstream light is flashing orange - Y / N * Downstream light is flashing orange - Y / N * lights are cycling between Upstream / Downstream / Online - Y/N EU is currently receiving a free service. Please complete this order ASAP. Thank you.

Order Support / Service Request / Logical Mismatch

Form Fields

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Request Type: nbn IT System Fault System Type: NBN Co Service Portal Fault Issue: NEBS Order error URL: Link to the SQ for the address Users Impacted: 1 Customer, all RSPs Error Message: Service showing as both 'Only available for Service Transfer' and 'Not available for Service Transfer'

Order Support / Service Request / Logical Mismatch

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Hey Team [LOCID] is not eligible for an order as it shows as both available and not available for a service transfer. SW seems unable to determine whether [CPI] has an active PRI assigned to it. Can we please have this amended so that we may place an order for the customer. Regards Aussie Broadband

Order Support / Service Request / NTD/Address Mismatch

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Your records show that [INSERT NTD SERIAL NUMBER] is installed at [INSERT LOCID]. We have confirmed with our EU that actually [INSERT NTD SERIAL NUMBER] is installed onsite. - [INSERT PRI] has been deleted - Proof of Occupancy and Photos of the NTD (including Mac and Serial details) have been emailed to: proofofaddress@nbnco.com.au referencing this incident ID. Please amend your records to reflect the correct NTD installed at [INSERT LOCID] so we can proceed with a connection for our EU.

Order Support / Service Request / Order Escalation

Email

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Order Number: If there is no order ID, please put N/A order LOC ID: [INSERT LOC ID] Appointment ID: If there is no apt ID, please put N/A TIO Raised: If no TIO has been raised please put NOre TIO Ref: If no TIO raised, please put N/A Issue: [Explain what the issue is, generally what is written in the INC] Reason for escalation: [Explain why you’re escalating this to the escalations team. Ie. Issue was not resolved/no response within required time frame etc]

Order Support / Service Request / Order Escalation

Subject

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SR INC: [INC ID] | [AUSSIE REF] | Activations | [TECHONOLOGY TYPE i.e. HFC/FTTB]

Order Support / Service Request / POTS Rejection

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Hi Team, We raised [ORDER ID] and this was rejected due to the following reason: Order status: Rejected Reason code: RJ005177 Description: The supplied FNN or ULL ID provided for the POTS Interconnect was not found against the Copper Pair identified in the request We are trying to place our order against the inactive CPI at [INSERT LOCID] therefore a FNN/ULL is not required. Please amend your records so we can proceed with an order for our EU. Thank you.

Order Support / Service Request / SC12 No CPI

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LOC is currently SC12 with no CPIs listed. Please amend your records to reflect the SC12 CPI at this address or if there are no records of CPIs at this address, please roll back LOC to SC11. Please rectify this issue so we can proceed with an order for our EU. Thank you.

Order Support / Service Request / SC13 No CPI

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Hi Team, Please amend your records to reflect the active SC13 CPI at [INSERT LOCID]. [INSERT LOCID] is SC13 with no active CPI's and we can confirm that there has been an active nbn service at this address. Please rectify this so we can raise an order for our EU. Thank you.

Order Support / Validation / Day 1

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We hope you're doing great. We wanted to touch base about your recent NBN order, currently your order has failed the mobile validation stage. Unfortunately, we can't move forward with it until we hear from you. To move your order forward, simply contact our support team to complete the two-factor verification and we'll take care of the rest. Thanks for your understanding. We can't wait to get you up and running.

Order Support / Validation / Day 1

SMS

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Hey there. It's Aussie Broadband. We need to chat about your NBN order. Please reach out to our Support team so we can get things moving

Order Support / Validation / Day 2

Published Update

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We hope you're doing great. We wanted to touch base about your recent NBN order, currently your order has failed the mobile validation stage. Unfortunately, we can't move forward with it until we hear from you. To move your order forward, simply contact our support team to complete the two-factor verification and we'll take care of the rest. If we don't hear from you by [INSERT DATE HERE], we'll have to cancel your order. We don't want you to miss out, so please reach out soon. Thanks a bunch for your understanding. We can't wait to get you up and running.

Order Support / Validation / Day 2

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Hey there. It's Aussie Broadband. As we haven't heard from you, we will abandon your order on [INSERT DATE HERE]. You can sign up again anytime on our website. For help, please reach out to our support team on 1300 880 905

Order Support / Validation / Day 3

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We hope you're doing well. Since we haven't heard back from you, we've abandoned your NBN order. But don't worry, it's super easy to sign back up on our website or by speaking to our sales team.

Order Support / Validation / Day 3

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Hey there. It's Aussie Broadband. Since we haven't heard from you, we've abandoned your NBN order. You can sign up again anytime on our website or by speaking to our sales team on 1300 880 905.

Queue / Inbound / Call Notes

CSP Notes

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xxx Called ID OK 2FA Yes/No - - -