What to Snap
Looking for the right people to help you report damage to an NBN pit or equipment in your community?
We’re here to help connect you with a Solver from the NBN network to report damaged pits or equipment in Australia when you use the Snap Send Solve app, or create a Snap using the form below.
Using Snap Send Solve, you can report damage to pits and equipment directly to NBN in just under 30 seconds.
NBN pits, otherwise known as manholes or hatchets, help distribute NBN cables underground in a safe way.
Unfortunately, when NBN pits are broken, cracked or damaged, this can pose danger to yourself and members of your community.
For instance, an NBN pit full of water will not only cause service disruptions, but may pose health and safety risks that you should consider reporting immediately.
When you use the Snap Send Solve app, or the form above, to report a damaged NBN pit, we’ll send your photos, geo location and notes directly to NBN, so they can quickly resolve the issue.
If you’re looking for the location of your NBN pit, a common place you’ll find them is in your driveway, which makes it easy to check if your NBN pit is damaged or broken.
You can also report a damaged NBN cable and other equipment under the ‘Pit and Equipment’ incident type in the Snap Send Solve app, or use the form above to quickly create a Snap.
Using the Snap Send Solve, you can create a Snap in just under 30 seconds. Just Snap a photo, add a description and we’ll notify the right people!
Just like a broken NBN Pit, damaged NBN cables can be of potential danger to yourself and your community.
If the issue you’ve spotted poses an obvious risk, you will be prompted to get in touch with someone at NBN directly who can help you Solve the issue as fast as possible.
If you identify that damage to an NBN pit or electrical equipment is posing a Health and Safety risk, please call NBN on 1800 687 626 to make sure these issues are prioritised.
If the issue is life threatening, please call emergency services.
When you spot broken or faulty NBN equipment in your community, we recommend you report this directly to NBN as quickly as possible.
The Snap Send Solve app can put you directly in touch with NBN, when you create a Snap under the “Pit and Equipment – NBN” incident type.
NBN is likely to respond to your report quickly if there are obvious hazards involved.
Damaged electrical equipment can pose risks such as serious injury, damage to property and public safety.
Damage to electrical equipment can also cause power outages and electrical surges. Damage to NBN equipment can also cause issues for the wider network.
When you report damage to electrical equipment, you can be a part of making your community safer.
When you use Snap Send Solve to report a damaged NBN pit or equipment, we send your Snap directly to a Solver at NBN.
Wherever possible, NBN will try to resolve requests and complaints during the first point of contact.
However, in some cases, NBN will need to investigate further, and you may be contacted by a Solver from NBN, ready to work with you to resolve your matter.
Solvers from NBN will contact you within 15 business days from lodgement to discuss the resolution or provide you with an updated timeframe.
From there, the Solver will work to implement the agreed resolution within 10 business days.
We’ve found that Snappers report high response rates and prompt resolutions when using Snap Send Solve, without time spent following up emails.
Snap using the app so you can easily track the progress of your Snap in the History section of the Snap Send Solve app and provide feedback, along with your satisfaction rating.
NBN have their own customer service level standards and will provide feedback on your Snaps depending on their time and resources.
If your report isn’t Solved right away, you can also send a Nudge two weeks after sending your Snap, which is a friendly follow up signal to the Solver.
However, issues involving broken or damaged NBN pits or equipment are usually treated as a high priority and addressed immediately.