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VLT06
Level 3: Gumshoe

New Line Connection fee of $299???

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Hmmm… Was wondering what defines the connection fee for the land line required for Telstra Broadband???

 

First bill indicates a $299 connection fee. Considering the property already had an in-place service which was with Telstra (one that we had connect a couple of years ago but disconnected due to no ADSL at the time). Tech did come to the property at time of connection but that was because it was a noisy line (earth noise) so he connected another pair from the exchange. That’s it!

 

Documentation states a $299 fee if “Your new home has a telephone line connection from a service provider other than Telstra or one does not exist.” Well, if there was already an in-place service and the last connection was with Telstra, then why should I be getting charged $299? Should at least be $125 – “Your new home has a Telstra telephone line connection from a previous occupier - Where a technician visit is required.” I would even doubt the “technician visit is required” considering he only attended for a earth noise in the Telstra network – not mine.

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Support Team
Support Team
Accepted Solution

Re: New Line Connection fee of $299???

Hi VLT06 - the $299 new connection fee should only be charged if the technician appointment also involves the installation or activation of a new phone outlet in the home, otherwise the fee should only be the in-place charge of $125. While we can't request personal details or make changes to services via posts on these forums, our teams via http://tel.st/49kl can correct the fee on your account.

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Support Team
Support Team
Accepted Solution

Re: New Line Connection fee of $299???

Hi VLT06 - the $299 new connection fee should only be charged if the technician appointment also involves the installation or activation of a new phone outlet in the home, otherwise the fee should only be the in-place charge of $125. While we can't request personal details or make changes to services via posts on these forums, our teams via http://tel.st/49kl can correct the fee on your account.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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VLT06
Level 3: Gumshoe

Re: New Line Connection fee of $299???

Thanks Greg, will give it a go Smiley Wink

 

Level 25: The Singularity
Level 25: The Singularity

Re: New Line Connection fee of $299???

The $299 can also apply if the phone line has been inactive for more than 6 months.  Once it is disconnected at the exchange end then you may be liable for the full charge as there wouldn't be an active service to the premises.

 

A cable being in place does not constitute an active service and replacing an existing cable would definitely constitute a new service (if you didn't already have an active service - ie one that was contracted to Telstra (and in use) at the time of replacement).

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