When you pay the $299 connection fee to Telstra for a new connection, what are you actually paying for? (landline)

you're paying for a phone line to be installed where there wasn't one before.

If you already had a line installed, it's $59
www.telstra.com.au/homep...ctions/index.htm

Have a look at this link for the exact details:

www.telstra.com.au/movinghome/newhome.htm

Note these lines in particular:

Trenching costs on your property are not included in the Telstra connection fee. There may be additional charges that are your responsibility

The costs of the cable/pipe in your trench from the Telstra network in the street to the Network Boundary Point, are included in the Telstra connection fee*. The Network Boundary Point is usually the first socket in your home.

I've had a conduit layed while building that runs from the pit outside on council land, to the side of my house. They are charging me $299 and tell me it is my responsibility to cover the costs of getting the line put through that cable and connected into my house. Is that right?

yellow lemon wrote

"The Network Boundary Point is usually the first socket in your home."

If this is the so then telstra "should" run the cable from the pit to the house. Did someone turn up or was this over the phone??

paulc101 writes...

I've had a conduit layed while building that runs from the pit outside on council land, to the side of my house. They are charging me $299 and tell me it is my responsibility to cover the costs of getting the line put through that cable and connected into my house. Is that right?

The $299 would include trying to get the cable from the pit through the conduit (you did put a draw wire in ?) to the house, the installation and mounting of a connection block and connection/installation of 1st socket.If you had any sense you would have had the house prewired.
It of course also includes getting the line through to the pit in the 1st place.

jya writes...

If you already had a line installed, it's $59

Thats the minimum for a standard reconnection, not a set fee.It can go higher.

I did organise for a cabler to wire the house via a contact from homebuyers when the house was being built but it was never done. Homebuyers put the conduit in the ground, I'm not sure if they put the draw wire in.

thesideshowbob writes...

If this is the so then telstra "should" run the cable from the pit to the house.

I'm not all too sure about this - the website above definitely says the cost of the cable is included, but does that include installation of the lead-in? Ridiculous question/concept I know, but I remember reading a recent thread on WP that said sometimes the Telstra liney just leaves 'a length cable' on your front door that you need to have installed by a cabler.

Maybe someone with inside knowledge can shed some light on this confusing issue?

Heres my story, Telstra was meant to send a techy out last Friday to do the work at my home. He didn't rock up and I called telstra a few times on the day but they could never get in touch with the techy to find out what was going on.

Fast forward to this morning when I call up to see what the go is, they're telling me that everything is done and complete. They are telling me that the conduit that I can see sticking out of the ground at the pit & next to my house, has a cable running through it and everything is connected up. At the time they were telling me this on the phone I was standing next to my empty conduit. I offered to take a photo and send it to them but they were very adamant that everything is done.

This afternoon, I've been in contact with a company that does the work and then bills telstra and they are coming out this week. When Telstra sends me the bill that theyve been given from this company I'm going to tell them I am not paying it as according to them, I already have a phone line.

paulc101 writes...

When Telstra sends me the bill that theyve been given from this company I'm going to tell them I am not paying it as according to them, I already have a phone line.

You won't have a line for long if you don't pay the bill...

paulc101 writes...

Fast forward to this morning when I call up to see what the go is, they're telling me that everything is done and complete.

In that case report it as a fault.You wouldn't be the 1st person to do that after an installation has been cleared off as completed when it hasn't been.
Perhaps there is a reason for the delay and its a matter of finding the right person to get that reason.That doesn't excuse the fact that the job shouldn't have been completed instead of being put into "held".

YellowLemon writes...

'm not all too sure about this - the website above definitely says the cost of the cable is included, but does that include installation of the lead-in?

No. Installation costs for the Lead-in are a customer responsibility. Telstra provides the cable, but its your job to get someone to install it

bennyf11 writes...

No. Installation costs for the Lead-in are a customer responsibility. Telstra provides the cable, but its your job to get someone to install it

The $299 covers the cost of installtion. That is, the wiring in the house (1 socket), the madision box on the wall out side, the cable to the pit and all the associated joining/jumpering that has to be done to get you phone line.

It is true that you (or your builder) has to organize the licensed cabler, and book the job with Telstra (or Service Stream, Silcar or Vision Steam depending on your area), but the only cost over and above $299 is the supply of the trench. This topic has been covered dozens of times in these posts and I really don't think it is that tricky to understand on the Telstra website. In anycase, a simple question to a Telstra rep will clear it up for you.

As for the Telstra rep claiming it is done, I would most likely blame the contracting company for clearing it off without actually doing the job. And as Canon stated, if you don't pay your bill, they will disconnect you until you do. $299 is a fair price considering all the work that goes into doing a new installation.

h1000 writes...

$299 is a fair price considering all the work that goes into doing a new installation.
Perhaps in some circumstances, but not all.

I recently bought a unit that was already wired up to the buildings PABX system. The tech came out (1/2 hour late mind you), clipped his little line tester onto the main point, jumpered the line from my unit to the Telstra line on the buildings MDF, jumpered the line at the exchange and came back to remove his line tester thingo. All done in 20 mins, 10 of which was driving to and from the exchange.

Although, I had no qualms in paying it as I was the one who wanted it connected, $299 seems a bit steep for such a seemingly quick and painless job...

NiSlo writes...

Although, I had no qualms in paying it as I was the one who wanted it connected, $299 seems a bit steep for such a seemingly quick and painless job...

I think the idea behind the standardized installation cost of $299 is that on some installs they’ll clearly make a loss, while on others (such as yours) they’ll make a gain – so on average they’ll come out ahead.

Bit of a shame when it’s your own line that they get a win from though! :)

h1000 writes...

$299 is a fair price considering all the work that goes into doing a new installation.

Bollocks, at most they pay about $2 for the side of house enclosure, they put in about 25m of 2 pair burial drop cable, punch it down on the BIX connector in the pit and pay the liney (guessing here) about $50 in piece rates to do the work. (Any liney's here wanna embelish upon your piece rates?)

As someone before me said, when theyre in the apartments they simply jumper from the N1 to the riser panel (time taken depends on how well its labelled and toning it out from the exchange if necessary). Costs involved here are initial installation of plant (pairs from exchange to N1 in MDU, the demark in this case, I believe risers would be the responsibility of building management, especially in the case of NSL intercom systems). So its cheaper because there is no drop cable, no enclosure on the side of house, just a jumper pair with a bang bang bix down and Bob is well and truly your uncle.

Rip off man, huge rip off.

If you wait 'till the charge lands on your bill, then complain like hell and they'll remove/reduce it. I got charged $299 and the techo was at my place for all of 5 minutes. I mentioned extortion and the TIO in the same sentence and the Telsra consultant reduced the charge to $59.

Well it just so happens that my bill was due and payable today, so seeing the post above decided to give Telstra billing a call to see what they could do.

I just explained that I was concerned with the $299.00 fee as I'm in a unit block, the line was already installed just not connected and that the tech was here for a very short period of time and straight off the bat the CSR said 'Ok no worries, we'll just charge you the standard connection fee plus a callout charge, so it will come to $134.00'. I didn't wan't to push it and really appreciated his proffesional manner and undersanding and said "Great, thanks very much.". He said to just pay $134.00 instead of teh $299.00, I thanked him again for his time and hung up. Best 5 minutes investment ever.

Glad to hear it worked out well for you mate.

Krisso writes...

Rip off man, huge rip off.

I don't dispute in a block of units situation that $299 is steep. I was answering about a house installation and if you add up what they pay subbies, (which varies depending on contractor)$150 for the pre-pro guy to do internal pre-wire fit-off madsion box, install conduit and run cable to the pit. Install or jitnep guy comes along and does jointing in the pit, RIM, pillar or exchange for about $70.

This is what the sub-contractors get paid, then on top of that Telstra are paying the principal contractor to handle the ticket of work. All up, it would in many cases cost Telstra more than $299 for the install, but of course they consider they will eventually recoup money on line rental.

Find me someone who is prepared to set up a company with all relevant insurances, buy a commercial vehicle, all the tools, equipment and stock, put fuel in said vehicle a drive around all day doing jobs for a loss, and they can work with me anytime.

Hi everyone. I have the same issue with $299 connection fee. I recently moved to a rent apartment and need to have landline install. Telstra has advised me that they need to send technician to come to the unit to connect the phone line as the previous tenant didn't have landline installed and it has been more than 12months since last phone installed in this unit. I've found that the price of $299 is bit expensive to connect a phone line which the socket etc is already in the unit (it is quite a newish apartment which like 5 years old). Is this true ?
Do I need to take time off from work to physically wait for the tehnician to come and fiddle around with the phone line ?
I went downstairs my building and notice there is a Telstra box which shows it will be an easy installation.. I assume ?

shouldn't it be 125 dollars coz of a techy visit to reconnect the phone?..

sundee writes...

I have the same issue with $299 connection fee. I recently moved to a rent apartment and need to have landline install.

The 299 only applies to the installation of a new line, I built a house and despite the fact that the cable was there and connected, I actually paid to have the line "installed".

The techs do not need to come to your place at all.

I don't think you are being charged the right amount. I think you should only pay the line activation fee rather than connection. Unless the phone line was never actually activated at that place.

sundee writes...

Telstra has advised me that they need to send technician to come to the unit to connect the phone line as the previous tenant didn't have landline installed and it has been more than 12months since last phone installed in this unit. I've found that the price of $299 is bit expensive to connect a phone line which the socket etc is already in the unit (it is quite a newish apartment which like 5 years old). Is this true ?


If a line has been installed to the unit in the past then it shouldn't be $299.The $125 fee is the more likely outcome though if the tech comes out and finds that no work needs to be done as dial tone is already at the socket then it could be argued that it should drop to $59.

Do I need to take time off from work to physically wait for the tehnician to come and fiddle around with the phone line ?
I went downstairs my building and notice there is a Telstra box which shows it will be an easy installation.. I assume ?

You could take a chance and not be at home but if the records are wrong / non existant then the tech may not be able to work out which cable goes to your unit without toning it back from the socket.If you are going to do something like that then at least make sure you have a phone plugged in.
The other thing is that if procedure is followed then on a new service the line build is not meant to go ahead without getting confirmation from the customer that its still required.

Thank you for your email dated 7/5/08 regarding your request for a new connection.

Please be informed that there is no existing telephone line in the address that you have
provided. To create one, well be sending out a technician, hence, a connection fee of $299
will apply. Please let us know if you still want to proceed with your request.

Please do not hesitate to contact us via www.telstra.com or call us at 13 22 00 if you
require further information or assistance.

==== That's the email that I received from Telstra ====

I agree with you all. I had to pay $299 to telstra for a new line when i had shifted to a new appartment. In fact i tried a lot to get the money reimbursed from my real estate agent, but didnt succeed. it is a rip off as it hardly takes 15- 20 minutes for technician to do his work. LOL TELSTRA u are a huge rip off

sundee writes...

That's the email that I received from Telstra

It is wrong, refer them to their terms on their website. When you talk to them, ask for their supervisor as you are well aware of your rights. They will back down. Be sure to tell them that there has been a phone installed previously and that they are mistaken with the $299, it should be, as previously posted, $125.

drekkus writes...

If a line has been installed to the unit in the past then it shouldn't be $299.

In theory yes, in practice, you don't know if they had ever connected a line to your unit.

A typical situation is you connect your line for $299. then you move out, the number is disconnected but the line is still connected, in theory, if the next person move in and want to connect, he should pay $59.

Sometimes, the technician take short cut, when your neighbour want a line, they jump your line into their house, and bill them $299. When the next person move in to your house, Telstra said existing line does not exist and also bill them $299.

nickysantoro writes...

I agree with you all. I had to pay $299 to telstra for a new line when i had shifted to a new appartment. In fact i tried a lot to get the money reimbursed from my real estate agent, but didnt succeed.

You will be very lucky to get reimbursement, and only because the owner is either very kind, or doesn't know his right. The owner only has to ensure their is power connect to your unit (you have to established the account), and probably gas (you also have to established the account). I can't recalled the phone part, but if he has to provide, he only have to provide installation of the socket to the street. You are still responsible to pay for it to wire to the exhcange.

myace writes...

In theory yes, in practice, you don't know if they had ever connected a line to your unit.

Newer units can sometimes be hard to tell as they are generally pre-wired,you are then relying on the building records and Telstra records. Older unit are usually easy to tell.

myace writes...

Sometimes, the technician take short cut, when your neighbour want a line, they jump your line into their house, and bill them $299. When the next person move in to your house, Telstra said existing line does not exist and also bill them $299.

Not really a short cut as such as the tech can't reuse the pair without the cable assigner's go ahead which should only be given if its outside the quarintene period.The next person to move in to the other house should not be up $299 but $125 as it now requires a tech visit to re jumper it to the new issued pairs.
Also a Telstra tech can, on the day,easily have the charges amended to whatever it should be.Not sure how the contractors stand on this as far as getting changes done.

drekkus writes...

Also a Telstra tech can, on the day,easily have the charges amended to whatever it should be.

I was going to say... seems like I'm the only tech that ever changes people's connection costs to the right thing...

DHelix writes...

I was going to say... seems like I'm the only tech that ever changes people's connection costs to the right thing...

Easy way to make $5 and also its the right thing to do.

drekkus writes...

Easy way to make $5 and also its the right thing to do.

Very true, and my Op Knocks points is sky rocketing ;)

Cheers JA-II