phone - new connection
- Why do I need a phone connection?
- How do I apply for a phone connection with iiNet?
- What should I do before signing up for a new phone connection?
- Can I have iiNet's phone service without an iiNet broadband service?
- What are the connection charges?
- How long does a new phone connection take?
Why do I need a phone connection?
When you sign up for a broadband or dial-up product you need to have an active phone line.
How do I apply for a phone connection with iiNet?
You can sign-up for an iiNet phone connection from the broadband sign-up page or when relocating an existing service. When asked for the phone number, click on the "I don't have a phone service" link to start the phone sign-up process.
What should I do before signing up for a new phone connection?
Before starting the sign-up process, you will need to know the following:
- The correct address of the premesis to connect the phone service to
- Valid credit card or direct debit details
- A mobile (preferable) or other contact number
- A current valid email address
- The last connected number at the premises, if possible. This can be obtained by calling 127 22 123 from a telephone handset at the new premises, providing that the line is still connected
When signing up for a new phone connection, please note:
- Only the legal lessee of the premises is able to apply for a phone service, and must be at least 18 years old
- Connection fees will apply, dependant on what work is required to connect your phone services. See below for more information about connection charges
- If there are multiple lines going in to your new premises and the last connected number is not available please be advised that the first available line will be selected to connect your phone service.
- iiNet cannot guarantee that the phone service will be able to support an ADSL connection
- If the phone service is unable to provide ADSL you must either sign up for a dialup account with iiNet, or churn your phone service to another phone provider. iiNet does not offer standalone phone services at this time
- Unusual or exceptional circumstances may prevent iiNet from connecting your phone service. See below for more information
Can I have iiNet's phone service without an iiNet broadband service?
You must have one of our latest broadband or dialup plans to take up Phone 1. It's our goal to provide reliable, fast and good value communications services. Bundling services lets us do this.
What are the connection charges?
Connection charges are based on what work is required to be completed to set up your phone service.
| Connection | Charge |
|---|---|
|
Telephone line connection
A working telephone socket exists from a previous connection and a technician is not required to visit your property or premises |
$59.00 |
|
Telephone line connection with a technician visit
A previous telephone service existed at your premises and a technician is required to visit your property/premises to reconnect existing suitable cabling at the distributor and/or the first socket |
$125.00 |
|
New Telephone line connection with a technician visit
(a) New telephone line connection - a telephone service has not previously been connected at your property or premises (although we may have previously installed cabling to your property or premises and you may be able to hear a dial tone); or (b) Telephone line connection with a technician visit with cabling work - a previous telephone service existed at your property or premises and one of our technicians is required to visit your property or premises to install and/or work on the cabling up to the first socket in the property or premises |
$299.00 |
See the sections below for more information about which option applies to you.
How long does a new phone connection take?
iiNet will aim to supply a standard telephone service on the date that a customer requires it to be connected. However, it will not always be possible to make firm arrangements at the time of the customer's application. Further, a commitment date may sometimes have to be changed (for example, due to damaged infrastructure at the new location).
A standard telephone service can only be provided where relevant Local Government and/or State/Territory planning approval exists or can be reasonably assumed.
The timeframes within which iiNet aims to supply standard telephone services are specified below and are dependent upon whether the site:
- already has an in-place connection;
- is readily accessible to infrastructure the technician can use; and
- is located in an urban, major rural, minor rural or remote area.
iiNet will endeavour to arrange appointment times for the supply of standard telephone services in a manner consistent with the Telecommunications (Customer Service Guarantee) Standard 2000. (No.2)
In-place connection
An 'in-place connection' is the connection of a standard telephone service at a site where a previous working standard telephone service has been cancelled and is available for automatic re-activation. No additional connection work between the network boundary at the site and the local telephone exchange, or at that exchange, is required.
Where these conditions are met, the telephone access network/line is electrically and physically intact through to the first telephone socket on the site (or Main Distribution Frame for multiple lines) and a technician does not need to visit the site or the local telephone exchange In these circumstances, iiNet will firstly aim to supply the standard telephone service on the date the customer requires it to be connected or at a later date if agreed to by the customer, otherwise, within 2 working days of the date of the customer's request.
If these conditions are not met, the service will be connected in accordance with the relevant situation categories and associated timeframes set out in the sections below.
Readily accessible to infrastructure iiNet can use
Where a site is readily accessible to telephone network infrastructure that iiNet can use, and there is sufficient network infrastructure capacity to effect service connection (e.g.; local telephone exchange, main cables, distribution cables, radio distribution systems and lead ins), iiNet will aim to supply the standard telephone service on the date the customer requires it to be connected.
If this cannot be done, iiNet will aim to meet the following timeframes, or on a later date requested or agreed to by the customer:
- Urban Area: within five [5] working days from the date of the customer's request
- Major Rural Area and Minor Rural Area: within ten [10] working days from the date of the customer's request
- Remote Area: within fifteen [15] working days from the date of the customer's request
Timeframes for supply are generally consistent with those used in the Telecommunications (Customer Service Guarantee) Standard 2000.
Not readily accessible to infrastructure iiNet can use
Where a site is not readily accessible to telephone network infrastructure that iiNet can use (e.g.; no local telephone exchange, no main cables, no distribution cables, no radio distribution systems or no lead-ins), or where telephone network infrastructure exists but has insufficient capacity available (e.g.; no spare distribution cables, network element(s) re-allocated or removed, or no useable lead-in cable), additional time will be needed to install the required network infrastructure.
If iiNet cannot supply the standard telephone service on the date the customer requires it to be connected, iiNet will aim to supply the standard telephone service within one month (equivalent to 20 working days) from the date of the customer's request, or on a later date if requested or agreed to by the customer.
The working day equivalent timeframes are used by iiNet for reporting purposes under the Telecommunications (Customer Service Guarantee) Standard 2000.
Unusual/exceptional circumstances
iiNet reserves the right to supply the standard telephone service outside these timeframes if iiNet's ability to supply standard telephone services is affected by circumstances beyond its control. Some examples include:
- damage to an exchange facility by a third party;
- natural disasters or extreme weather conditions that cause widespread service outages and restrict connection of standard telephone services;
- a request by a public authority to provide emergency communications services that restricts connection of standard telephone services;
- a Commonwealth, State or Territory law that prevents iiNet from supplying a standard telephone service (for example, the service is to be located in a hazardous/dangerous area or where occupational health and safety obligations for staff may be contravened);
- where significant environmental impact issues need to be resolved;
- where there is protracted delay in obtaining third party land access or relevant authority approval for network facilities' installation;
- where delay is caused by an equipment supplier/manufacturer; or
- where delay is caused by a customer, for example, due to the non-completion of building construction work or the completion of suitable lead-in trenching.
iiNet's right to supply standard telephone services outside the timeframes described above only applies while the unusual/exceptional circumstances apply.
In unusual/exceptional circumstances where a Priority Customer has requested the supply of a standard telephone service, iiNet will supply the standard telephone service in accordance with the arrangements set out in Section 4.3 of the Priority Assistance for Individuals Policy (see Appendix).
In very rare and exceptional circumstances iiNet may refuse or delay the supply of the standard telephone service. For example, iiNet will not normally supply a service in a hazardous/dangerous area or where occupational health and safety obligations for staff may be contravened. iiNet will discuss the circumstances in which it declines a customer request for a standard telephone service under this provision with the ACMA.
