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Better Telecom Relocating A Fixed Wire Service
Better Telecom understands the process of relocating home/office can be very difficult. We have made this handy guide to assist making the process of relocating easy for you to understand.
To relocate an existing service you must use the online form “Relocating a Fixed Wire Service” or fill out the printed form and fax it back to our office.
The following information will be required to complete this form:
• Do you want to keep the same type of service at the new location? You may wish to change the set-up of your office including the phone system used.
• How many telephone lines do you wish to relocate?
• What is the new location address?
• What are the service numbers you would like to relocate?
• Are the services for business or residential use?
• Is this the first line you are having connected at the new premises?
• Do you require this service to be terminated at a socket or MDF? If you choose to terminate to a socket, a socket will be installed on site at the premises. In certain cases a socket can not be installed in the premises and a private maintainer will be required to complete the socket installation on the premises. If the building is a commercial premises or apartment building a MDF (Main Distribution Frame) will be installed in the basement of the building. Services with an MDF termination will require a private maintainer to complete the cabling work from the MDF to the final installation location of the building. (see below for further details)
• What is the telephone number of the service previously/currently connected at the premises? If you are unable to determine the previous number connected please follow these easy steps:
o Plug in a telephone to the existing socket.
o Lift the handset and type the following number 12722123.
o An automated operator will read back the service number.
FAQ’s.
Do I need to be an existing customer of Better Telecom?
What is the timeframe for a relocation of an existing service?
How can I escalate my relocation?
Can I keep my same telephone service when I relocate?
I am unable to keep the same telephone number when I relocate. What options do I have?
Do I have to be a Telstra customer to relocate my services?
What are the costs for relocating an existing service?
Do I need to be an existing customer of Better Telecom?
Your telephone services must be provisioned to a Better Telecom account. If your services are not currently with Better Telecom we will have no authority over the services to perform the relocation request. This can be resolved by setting up a Better Telecom account and churning your services to our network.
What is the timeframe for a relocation of an existing service?
The relocation timeframe is dependant on a couple of factors:
• Type of Service
• Service infrastructure availability in the area
• If a service has been previously connected on the premises
• Workload in your local area
The average timeframe for a standard PSTN service is 5-7 working days. This timeframe may be drastically reduced when you supply the information in the questions above.
The average timeframe for ISDN services is 21 working days. This may be less than 21 days where infrastructure is available and workloads of installers are low in the area. ISDN services have a longer timeframe to install as they are more complex than a standard telephone service and require a complete assessment of the infrastructure in your local telephone exchange.
How can I escalate my relocation?
The best way to escalate your connection is to provide the answers to the nine questions mentioned earlier. This will ensure your request is processed in a timely manner. It is ideal that you provide as much notice as possible for us to submit your work request.
Can I keep my same telephone service when I relocate?
If your service is located within the same local telephone exchange you should be able to keep the same telephone number. If the service is not on the same exchange you will not be able to keep the same telephone number.
I am unable to keep the same telephone number when I relocate. What options do I have?
If you are not able to keep the same telephone number and it is important that you maintain your old service numbers the following options are available:
• Number Redirection: If a customer calls your old number it is redirected to your new number. Charges for this service are $21.40 per month plus call diversion charges.
• RVA and Number Redirection: A caller to your old number will receive an automated message informing the number has changed, provide the new number and redirect the call to the new number. Charges for this service is $21.40 per month plus call diversion charges.
• RVA Only: A caller to your old number will be informed the number has changed and provide the new telephone number. Charges for this service are $21.40 per month. There are no additional charges as the call is terminated after the new number is provided.
Do I have to be a Telstra customer to relocate my services?
No, this is not correct. Better Telecom can assist with all areas of your relocation and provide a personal project manager to make the process as simple as possible.
What are the costs for relocating an existing service?
Standard Telephone Line Connection (PSTN)
ISDN
Please contact our office for further advice on pricing for relocating an ISDN service. As ISDN services are quite complex there are many variations depending on your existing set-up. As a quick guide you can check the pricing detailed in “Connecting a new ISDN service”.
Common Installation Locations
1. Residential Home Installations
These are often the easiest installation. Please note the following:
• If a connection has been made to the premises previously this can often be re-activated.
• If the installation is for a brand new home, a trench must be dug by the owner to allow for a cable connection between the street and the premises.
• The Telstra installer is only responsible for connection of the cabling from the exchange up to the first socket on the premises.
• Should additional sockets and wiring be required within the home, a private maintainer will be required to complete the additional work. Better Telecom has many agents who can assist to provide this service.
2. Residential Apartment Buildings
Residential apartment buildings are set up with a central communications box which is located in the basement of the building and is known as a Main Distribution Frame (MDF). All connections enter the building via the MDF. Please note the following:
• If a previous connection has been made to the apartment, this may be re-activated
• If the installation is for a new apartment building, Telstra will terminate the connection to the MDF. You will require a private maintainer to connect from the MDF to the individual apartment. Better Telecom can assist with supplying a private maintainer to complete this.
• Any additional work such as extra sockets or cabling within the apartment must also be completed by a private maintainer.
3. Commercial Premises
Commercial premises which do not contain an MDF fall under the same rules as residential home installations. It is important to note the following in relation to PABX phone systems:
• Telstra are only responsible for the service up until the terminating socket
• Connection into the phone system is the responsibility of a private maintainer or phone system installer.
• Any programming or set-up required of the PABX system is responsibility of a private maintainer or phone system installer
• Any internal wiring required within the office is handled by a private maintainer
4. Commercial Premises with MDF
Commercial premises which have more than one tenant usually contain an MDF in the basement of the building. It is important to note the following:
• Telstra are only responsible for the installation up until the MDF
• A private maintainer will be required to make connection between the MDF and the customer premises
• Connection and programming of a phone system is performed by a private maintainer.
Better Telecom understands the process of relocating home/office can be very difficult. We have made this handy guide to assist making the process of relocating easy for you to understand.
To relocate an existing service you must use the online form “Relocating a Fixed Wire Service” or fill out the printed form and fax it back to our office.
The following information will be required to complete this form:
• Do you want to keep the same type of service at the new location? You may wish to change the set-up of your office including the phone system used.
• How many telephone lines do you wish to relocate?
• What is the new location address?
• What are the service numbers you would like to relocate?
• Are the services for business or residential use?
• Is this the first line you are having connected at the new premises?
• Do you require this service to be terminated at a socket or MDF? If you choose to terminate to a socket, a socket will be installed on site at the premises. In certain cases a socket can not be installed in the premises and a private maintainer will be required to complete the socket installation on the premises. If the building is a commercial premises or apartment building a MDF (Main Distribution Frame) will be installed in the basement of the building. Services with an MDF termination will require a private maintainer to complete the cabling work from the MDF to the final installation location of the building. (see below for further details)
• What is the telephone number of the service previously/currently connected at the premises? If you are unable to determine the previous number connected please follow these easy steps:
o Plug in a telephone to the existing socket.
o Lift the handset and type the following number 12722123.
o An automated operator will read back the service number.
FAQ’s.
Do I need to be an existing customer of Better Telecom?
What is the timeframe for a relocation of an existing service?
How can I escalate my relocation?
Can I keep my same telephone service when I relocate?
I am unable to keep the same telephone number when I relocate. What options do I have?
Do I have to be a Telstra customer to relocate my services?
What are the costs for relocating an existing service?
Do I need to be an existing customer of Better Telecom?
Your telephone services must be provisioned to a Better Telecom account. If your services are not currently with Better Telecom we will have no authority over the services to perform the relocation request. This can be resolved by setting up a Better Telecom account and churning your services to our network.
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What is the timeframe for a relocation of an existing service?
The relocation timeframe is dependant on a couple of factors:
• Type of Service
• Service infrastructure availability in the area
• If a service has been previously connected on the premises
• Workload in your local area
The average timeframe for a standard PSTN service is 5-7 working days. This timeframe may be drastically reduced when you supply the information in the questions above.
The average timeframe for ISDN services is 21 working days. This may be less than 21 days where infrastructure is available and workloads of installers are low in the area. ISDN services have a longer timeframe to install as they are more complex than a standard telephone service and require a complete assessment of the infrastructure in your local telephone exchange.
| TOP |
How can I escalate my relocation?
The best way to escalate your connection is to provide the answers to the nine questions mentioned earlier. This will ensure your request is processed in a timely manner. It is ideal that you provide as much notice as possible for us to submit your work request.
Can I keep my same telephone service when I relocate?
If your service is located within the same local telephone exchange you should be able to keep the same telephone number. If the service is not on the same exchange you will not be able to keep the same telephone number.
I am unable to keep the same telephone number when I relocate. What options do I have?
If you are not able to keep the same telephone number and it is important that you maintain your old service numbers the following options are available:
• Number Redirection: If a customer calls your old number it is redirected to your new number. Charges for this service are $21.40 per month plus call diversion charges.
• RVA and Number Redirection: A caller to your old number will receive an automated message informing the number has changed, provide the new number and redirect the call to the new number. Charges for this service is $21.40 per month plus call diversion charges.
• RVA Only: A caller to your old number will be informed the number has changed and provide the new telephone number. Charges for this service are $21.40 per month. There are no additional charges as the call is terminated after the new number is provided.
| TOP |
Do I have to be a Telstra customer to relocate my services?
No, this is not correct. Better Telecom can assist with all areas of your relocation and provide a personal project manager to make the process as simple as possible.
| TOP |
What are the costs for relocating an existing service?
Standard Telephone Line Connection (PSTN)
ISDN
Please contact our office for further advice on pricing for relocating an ISDN service. As ISDN services are quite complex there are many variations depending on your existing set-up. As a quick guide you can check the pricing detailed in “Connecting a new ISDN service”.
Common Installation Locations
1. Residential Home Installations
These are often the easiest installation. Please note the following:
• If a connection has been made to the premises previously this can often be re-activated.
• If the installation is for a brand new home, a trench must be dug by the owner to allow for a cable connection between the street and the premises.
• The Telstra installer is only responsible for connection of the cabling from the exchange up to the first socket on the premises.
• Should additional sockets and wiring be required within the home, a private maintainer will be required to complete the additional work. Better Telecom has many agents who can assist to provide this service.
2. Residential Apartment Buildings
Residential apartment buildings are set up with a central communications box which is located in the basement of the building and is known as a Main Distribution Frame (MDF). All connections enter the building via the MDF. Please note the following:
• If a previous connection has been made to the apartment, this may be re-activated
• If the installation is for a new apartment building, Telstra will terminate the connection to the MDF. You will require a private maintainer to connect from the MDF to the individual apartment. Better Telecom can assist with supplying a private maintainer to complete this.
• Any additional work such as extra sockets or cabling within the apartment must also be completed by a private maintainer.
3. Commercial Premises
Commercial premises which do not contain an MDF fall under the same rules as residential home installations. It is important to note the following in relation to PABX phone systems:
• Telstra are only responsible for the service up until the terminating socket
• Connection into the phone system is the responsibility of a private maintainer or phone system installer.
• Any programming or set-up required of the PABX system is responsibility of a private maintainer or phone system installer
• Any internal wiring required within the office is handled by a private maintainer
4. Commercial Premises with MDF
Commercial premises which have more than one tenant usually contain an MDF in the basement of the building. It is important to note the following:
• Telstra are only responsible for the installation up until the MDF
• A private maintainer will be required to make connection between the MDF and the customer premises
• Connection and programming of a phone system is performed by a private maintainer.
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