An FNO may block or hold a new order when its records show an active ISP service on the same line or premises. It must establish whether the request is a legitimate migration, a new occupant, an additional service or an address error before disconnecting anyone. The applicant may need a cancellation reference, proof of occupation and the correct line identifiers.
Last reviewed: 26 August 2026 · 9 min read
The existing service is not only a cable
An installed fibre line is connected to administrative records for:
- the mapped premises;
- the FNO circuit or line;
- the ISP currently using that line;
- the customer or occupant;
- the active product and service state.
A new order that conflicts with those records cannot always be activated automatically. The FNO has obligations to its ISP partner, while the ISP has an agreement with its customer.
Why immediate takeover would be unsafe
Suppose an order arrives for Unit 20B but the correct address is Unit 208. If the FNO treats every incoming request as permission to transfer the line, an unrelated household can be disconnected.
The same risk exists when:
- a landlord and tenant submit competing requests;
- the previous occupant has not cancelled;
- a customer wants a second service, not a migration;
- an account is in dispute;
- the suburb contains duplicate street names;
- an estate unit is mapped under another numbering system;
- the ONT identifier belongs to a neighbouring premises record.
ISPA recommends double-checking addresses and giving the current ISP an opportunity to respond before a disputed transfer is completed.
Common causes of a blocked order
Previous occupant’s service remains active
The person may have moved without cancelling, or the old ISP may not yet have ended its FNO service. The new applicant has no authority to cancel another person’s contract, but can prove current occupation and ask the receiving ISP to start the FNO’s disputed-transfer process.
Cancellation is accepted but release is pending
The customer has a cancellation reference, yet the effective date is still in the future or the FNO record has not moved to an available state.
The new order uses the wrong address object
Coverage portals may contain a street address, estate name, stand number and unit object that look similar. A provider must match the actual installation, not create a duplicate to bypass the conflict.
Another ISP disputes the transfer
The current ISP may have recent proof that its customer is still entitled to the service. ISPA recommends that an FNO not terminate the current ISP when both sides can provide equally recent evidence without first resolving the dispute.
The customer wants two services
An additional redundant service is not necessarily a migration. The FNO must determine whether multiple services can run on the same physical line or whether another installation is required.
Evidence that can resolve the record
Prepare a concise pack:
- Government-issued identification for the account process, supplied securely.
- Recent proof of occupation, ownership or authority for the exact unit.
- Signed lease or handover page where relevant.
- Moving-in date.
- Photograph of the installed ONT and wall box.
- Visible serial, line or circuit identifiers.
- New ISP order reference.
- Old cancellation reference if the existing service is yours.
- Contact details for the managing agent or owner if access records differ.
Do not publish equipment identifiers in a public forum. Send them only through the provider’s official channel.
Who should do what?
| Party | Appropriate action |
|---|---|
| New applicant | Prove the exact premises and explain whether this is a switch, new occupancy or additional service |
| Gaining ISP | Validate the order, collect evidence and request the supported transfer/reconnect process |
| Current ISP | Confirm or dispute the cancellation and line status through the FNO |
| FNO | Protect the current line, compare records and decide the transfer under its process |
| Owner/managing agent | Confirm occupancy or property authority where necessary |
The applicant should normally communicate through the gaining ISP, unless the FNO publishes a specific migration or reconnect channel.
What not to do
- Do not invent a unit suffix to force a second premise record.
- Do not cut, remove or replace the ONT.
- Do not use the previous occupant’s active service without authorisation.
- Do not ask a technician to override an account dispute on site.
- Do not present unrelated speed or Wi-Fi tests as proof of occupancy.
- Do not send identity documents to unverified social-media accounts.
- Do not cancel another person’s account by impersonating them.
A useful escalation message
My order at [full address and unit] is blocked because an existing service is linked to the premises. I am the current [occupant/owner] from [date]. The installed FNO equipment identifier is [identifier], and my new ISP order reference is [reference]. Please confirm whether this is awaiting line release, proof-of-occupation review or a disputed transfer, and list any additional evidence required.
When it becomes a complaint
First give the ISP a reasonable opportunity to process the evidence and obtain a reference. If the same documents are repeatedly lost, the wrong premises remains attached or no reason is given for the hold, lodge a formal written complaint with the provider.
ICASA lists line installation, activation, transfer and suspension among telecommunications complaint categories. Its published procedure requires the customer to complain to the provider first and allow 14 working days before eligible unresolved matters are referred.
This remains an administrative line dispute. If a confirmed active service later has a technical fault, use Support & Diagnostics.
Sources
- ISPA FNO and ISP Best Practice Recommendations
- ICASA Consumer Complaints Procedure
- Octotel migrations and reconnects guidance
- ISPA Fibre Primer
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