BetterTelecom Australian Telecommunication Service Provider

New Line Connections PSTN - FAQ's

BBT Connecting a New Telephone Service FAQ’s.
teleMates has the ability to deliver installation of a PSTN service to your premises.

Connecting a new telephone service to a new location can be quite complex. This handy guide is designed to make the process easy for you to understand.

To connect a new line you must use the online form “Connect a New Telephone Service” or fill out the printed form and fax it to our office.

The following information is required:
Location address for installation
Is the installation to be a standard telephone line (known as a PSTN service) or an ISDN service? A PSTN connection is the most common service used in Australia for most residential premises and small business. ISDN services are commonly used with Business customers who require connection to an office PABX telephone system
How many services you require to be installed?
Is the installation for residential or business? This will determine if you will be paying residential or business line rental. A business can not connect services to commercial premises using a residential service.
Has a telephone line connected at the premises before?
Do you require this service listed in directory assistance?
Do you require this service to be a silent number? This is only available to residential customers. Extra monthly charges will apply each month for this service.
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:
Special Note: All prices listed above are a guide only and may be subject to change without notice. The final pricing for installation is decided by Telstra Wholesale upon completion of installation and is passed through to teleMates. All prices INC GST. 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.
Who performs the installation of the new telephone service?
What is the timeframe for a new service installation?
How can I escalate my new connection?
Could there be any additional costs for installation?
Can I choose a number to be connected?
What are the costs for installation of a new connection?

Who performs the installation of the new telephone service?
All installation work is carried out by Telstra Wholesale on behalf of teleMates. Where Telstra is unable to complete the installation directly, an independent contractor may be employed.

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What is the timeframe for a new service installation?
The installation 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.

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How can I escalate my new connection?
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.

Could there be any additional costs for installation?
There may be additional costs involved with this installation. This is determined by the Telstra technician on site if additional labour is required to provision your services. teleMates does not determine these charges and only passes these through from Telstra.

Can I choose a number to be connected?
You may choose a number to be connected by indicating this in the notes field of your application. A list of 10 available numbers will be provided from your local exchange.

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What are the costs for installation of a new connection?
Click here for the cost for installation of a new connection

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. teleMates 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. teleMates 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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