Important changes to how you switch your NBN service to Neptune

Starting 18 April 2025, when you move your existing NBN connection to Neptune you'll need to give us your service address and its AVC ID, which is printed on your current provider's bill.

Wait, what’s an AVC ID?

• AVC stands for Access Virtual Circuit.
• It's a unique 15‑character code (looks like AVC012345678901) tied to the exact port your service runs on at the NBN exchange.
• Think of it as the service's VIN number: it proves the line you’re asking us to take over really is yours and not your neighbour's.

This extra check is designed to reduce the tiny but painful number of wrongful transfers the industry still sees.

Where do I find it?

Good news: your current provider already has to show the AVC ID to you. Providers were required to start displaying the code on invoices from 18 January 2025, so it should be right there on your paperwork. If you don't see it there, try your provider's online portal. Failing that, reach out to your provider and ask.

What does this mean for joining Neptune?

1. Have your AVC ID handy when you sign up
2. Pop it into the field under "Service Transfer" when prompted
3. We'll validate the code matches your address
4. Sit back; the order will process automatically.

If you're already a Neptune customer, nothing changes unless you move addresses or bring another service across. As always, if you've got any questions reach out to our support team and ask. :)