How to Register a Missing Duplex Address for nbn

Lheron76 on 22/09/2025 - 23:03
Last edited 23/09/2025 - 10:16 by 1 other user

Hi everyone,

I'm hoping someone here can provide some advice or point me in the right direction. I recently bought a duplex in Merrylands, NSW, and I've discovered that this address isn't registered on the NBN network. The address doesn’t show up in any NBN or ISP address search option. Strangely, the neighbouring duplex is fully registered and has NBN service available.

I've already contacted many ISPs about this, iiNet, Spintel, Telstra, and Aussie Broadband; no one helped me.

Has anyone dealt with a similar issue for a subdivided property? Any tips, experiences, or contacts would be greatly appreciated. Thanks in advance.

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Comments

  • WoodYouLikeSomeCash on 22/09/2025 - 23:15

    What’s it say on the NBN website? If it doesn’t appear you may need to register a new development.

    Is there an NBN box at the property?

    • heron76 on 22/09/2025 - 23:28

      The address doesn't appear on the NBN website. If I put it under the "lot" , like lot C followed by my address it says "There’s still work to do before your new premises is ready to connect". There is no NBN box at the property

  • try2bhelpful on 22/09/2025 - 23:16
    +3

    “For NBN addressing issues, you should first contact your phone and internet provider, as they are responsible for service delivery and can resolve most problems. If your provider cannot resolve the issue or if it's a problem with NBN infrastructure itself, you may need to contact NBN Co directly at 1800 687 626 for specific issues like property damage or poor workmanship from contractors. If you are still unsatisfied, you can escalate the issue to the Telecommunications Industry Ombudsman (TIO).”

    NBN infrastructure might not have been installed to your property yet. Have you located the NBN connection box? If the connection isn’t there a provider may not be able to resolve this. You might need to organise an install.

    • heron76 on 22/09/2025 - 23:47
      +1

      Thanks. I have tried to contact the NBN Co and told them that I am happy to pay to get connected, they said that I have to contact the ISP. I did, they can't help. I am lost in between.

      • try2bhelpful on 23/09/2025 - 07:43
        +3

        Have you chatted to the neighbour to see how they got connected?

        If you can’t resolve this then maybe off to the TIO then. This handballing is just ludicrous.

        • heron76 on 23/09/2025 - 18:16

          The neighbour has the original home address. My duplex has the "a" next to the number of the street of the original address.

          • singingwolf on 24/09/2025 - 07:23

            @heron76: You need to make sure the council records are updated. This then gets used by NBN.

      • Nillionaire on 23/09/2025 - 16:38

        Which ISP did you contact?

        • heron76 on 23/09/2025 - 18:17

          Spintel, iiNet, Telstra and Aussie Broadband

  • Xetrok on 22/09/2025 - 23:17
    +4

    Best to contact the developer.
    Does your address pop up in https://www.nbnco.com.au/residential/getting-connected

    If it's newly subdivided https://www.nbnco.com.au/develop-or-plan-with-the-nbn/new-de… the developer should have submitted plans, otherwise you might be up for the cost from what I understand if they didn't.

    Others are probably more knowledgable than me in this though, so maybe wait for a few replies.

    • heron76 on 22/09/2025 - 23:43
      +1

      Thanks. I did contact the developer today, not sure if he is willing to help. He said he will try.

      • Twix on 23/09/2025 - 13:52

        Fill out the form yourself if the developer won't help.

  • MS Paint on 22/09/2025 - 23:19

    Are you using the address exactly as written on your rates notice (not the postal address)?

    • heron76 on 22/09/2025 - 23:41
      +1

      Yes. But it is not there. I have checked every ISP, nothing.

      • MS Paint on 22/09/2025 - 23:49

        That's alright. Just making sure you were using the gazetted address.

        Our gazetted street name has an apostrophe in it and its critical to use it in most online applications. Google (for whatever reason) doesn't acknowledge the apostrophe and it can throw visitors using Google maps off. Pretty annoying.

  • sumyungguy on 22/09/2025 - 23:20

    This happened to me; NBN Co. is a wholesaler so you need an ISP to help, in my case it was Optus.

    • heron76 on 22/09/2025 - 23:44

      Thanks for the tip. I will call Optus to check if they can help.

      • CodeXD on 22/09/2025 - 23:50

        It doesn't have to be optus, can be any ISP who you want to go with. They will contact nbn on your behalf and get the connection set up. Any fee charged by nbn will be passed to you.

  • mike0mike0 on 22/09/2025 - 23:24
    +1

    I am guessing you moved into a relatively new properly where NBN has not been established previously. you will need to pay the $300 to get the NBN box installed by NBNCo. chances are you should have the fibre cables pulled to your duplex but not into the house.

    • heron76 on 22/09/2025 - 23:49

      The Duplex is 7 years old, not new. Not sure why the owner didn't have internet for the last 7 years. Unless he was not living there.

      • sumyungguy on 22/09/2025 - 23:53

        May have been using Fixed Wireless?

        • heron76 on 22/09/2025 - 23:56

          Good point. I may use the same as a temporary solution till I figure out how to get the NBN to this Duplex.

          • sumyungguy on 23/09/2025 - 00:05

            @heron76: I didn't end up going with Optus, just that I was using their cable at the time and needed to migrate to NBN but realised the cabling techs had skipped my house in error. Back then Optus was highly customer focussed and gladly contacted NBN Co to arrange my connection.

        • MS Paint on 23/09/2025 - 00:14

          Fixed wireless is part of the nbn network. You will still need nbn to identify your address for an isp to give you a FW service.

          • sumyungguy on 23/09/2025 - 00:25

            @MS Paint: Back in the day I had Telstra 4GX but maybe it was after I got my NBN HFC connected?

          • heron76 on 23/09/2025 - 00:30

            @MS Paint: I may use 5g home wireless broadband. I think it should work till I solve the NBN issue.

            • MS Paint on 23/09/2025 - 00:34

              @heron76: That's not fixed wireless. This is.

              • sumyungguy on 23/09/2025 - 00:38

                @MS Paint: My error then, I was speculating about 4G/5G Wireless Home Broadband

                • MS Paint on 23/09/2025 - 00:40
                  +1

                  @sumyungguy: I think 'mobile broadband' is the correct term in this case

                  • sumyungguy on 23/09/2025 - 00:46
                    -2

                    @MS Paint: Optus calls theirs wireless; Telstra & Voda say mobile; TPG does 5G home broadband

                    • simplystu on 23/09/2025 - 01:53

                      @sumyungguy: Optus USED TO call it "home wireless broadband" (with speeds upto 12/1) …

                      But as per Optus own website, they no longer sell these plans - instead, they now market/ sell 4G/5G Mobile plans.

                      • simplystu on 23/09/2025 - 01:56

                        @simplystu: "Home Wireless Broadband
                        Our Home Wireless Broadband plans are no longer available and the below information does not apply to our new plans. Please see our latest 4G Internet instead."

                      • sumyungguy on 23/09/2025 - 08:42

                        @simplystu: Many apologies, got the tense of my verb wrong, should have said "called" not "calls". Optus 4G Home Internet was previously known as Optus Wireless Broadband.

    • Jono05 on 23/09/2025 - 14:18
      +1

      This is what I had to do. Moved into a duplex about 4 years ago. Adjoining one had nbn and ours didn’t. Our number was A one. Had to register as a new build and pay $300. The builder should have done it but they would’ve had to pay. ISP can’t do it.

      • sumyungguy on 23/09/2025 - 14:58

        ISP doesn't do the connection but they're the intermediary between consumers and NBN Co

      • heron76 on 23/09/2025 - 23:48

        Is it easy to register? What documents the NBN needs to register me as a new build?

        • Jono05 on 24/09/2025 - 13:13

          I’ll try to find the emails i sent and get back to you.

  • jv on 22/09/2025 - 23:28
    -3

    I'd ask for a refund on the duplex and look elsewhere…

    • heron76 on 22/09/2025 - 23:41
      +1

      Lol! I hope it is easy like this. I would not mind.

    • Far Cough on 23/09/2025 - 00:24
      +1

      Yeah I would hate a duplex in merrylands as well.

  • coxjon on 23/09/2025 - 08:00

    I had this exact problem - NBN Co had my address as a lot number but all the ISPs needed a house number. TPG were the only company that could help

  • 87percent on 23/09/2025 - 08:58
    +2

    https://www.nbnco.com.au/develop-or-plan-with-the-nbn/new-de…

    Your developers didn’t do the correct paperwork.

  • geekcohen on 23/09/2025 - 12:39

    Good luck! I would get onto an alternative solution. I've heard some horror stories with either renovations or new builds where something has been missed. Could be months and a bit of cost before you are connected. Something like Starlink could be suitable.

    • Nillionaire on 23/09/2025 - 16:42
      -1

      Not rural enough for Starlink to be suitable, it sucks in the suburbs

      • geekcohen on 24/09/2025 - 06:05

        If you have no other option for a fixed line connection, Starlink is great and is fine for the suburbs. I've done a handful of installs in metro suburban areas and people have never been happier. They moved because of constant issues with NBN or like this OP, has no NBN available due to rebuild or similar.

        Starlink speeds in the suburbs are just as quick as rural, I've never seen a huge difference.

  • Ponsonby on 23/09/2025 - 15:03

    A relative has the identical issue with a duplex and lazy developer. Their temporary fix is 4g wireless using a usb stick modem (plugged into an old router) and a Felix Mobile sim - good enough for daily needs including WFH and streaming.

    • sumyungguy on 23/09/2025 - 15:24

      It's a great low cost solution for seniors who aren't big data consumers

  • JimB on 23/09/2025 - 16:19

    Developer didn't pay for NBN infrastructure at your new development.

    If you purchased the house and it stated that NBN will be available to be connected, then the developers should be liable for the costs.

    When I did an development, it was $600 per unit, not sure what the current costs is.

    • heron76 on 23/09/2025 - 18:20

      Agree. I think the developer didn't bother paying for the NBN infrastructure.

  • Typical16-bitEnjoyer on 23/09/2025 - 18:01

    New Development, as many have mentioned. Sign up with a good retailer and get ready to wait.

    • heron76 on 23/09/2025 - 18:22

      I couldn't sign up with any. The ISPs can't find my address.

      • AustriaBargain on 23/09/2025 - 19:16

        Do any of your neighbours have NBN?

        • heron76 on 23/09/2025 - 19:21

          Yes. The other Duplex which we share the same wall.

          • AustriaBargain on 23/09/2025 - 19:21

            @heron76: When you put their address in the NBN or telco website what does it say.

            • heron76 on 23/09/2025 - 23:43

              @AustriaBargain: This "GREAT NEWS! You can now upgrade. The nbn technology at your location has been upgraded from nbn Fibre to the Curb (FTTC) to nbn Fibre to the Premises (FTTP)."

      • Typical16-bitEnjoyer on 23/09/2025 - 21:57
        +1

        You have to pick up a phone. Their websites won't cater for this.

  • suchan on 24/09/2025 - 20:52

    Does any part of the house / duplex have NBN connection at all?

    If it helps, I used to have similar issue with my Granny Flat.

    So I got a guy to help me to connect a cable from the "main house" (in your case, the house which had the connection) to the Granny Flat.

    They need to tell the ISP that this address already has a NBN connection and they live at the side and they want a second connection and if they can activate Port 2 of the NTD (this part is key, because if you don't, there's a chance they might disconnect the main house)

    Hope that helps

    • heron76 on 24/09/2025 - 21:33

      This is possible for granny flats, not duplexes. Granny flats share the same land, and duplexes are considered subdivided land. After a lot of calls, emails and research, I think the only workaround to this issue is that the builder, or I, submit an NBN new development application as suggested by some of the participants of this post.

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