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Level 1: Cadet

Existing working line

We have just bought a unit at Chippendale in Sydney.  It has not been lived in for quite some time but there is an existing phone line and curiously, we can dial in and out.  We are wanting to get ADSL installed but our provider says that Telstra will have to connect the line at a cost of $299.  Why is this when we have a working line?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Existing working line

It has an active phone service that still is allowing calls to be made through it?
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Existing working line

I am not sure about the process for your chosen provider... This forum is run by Telstra Retail (Telstra is split into two companies, retail who are the ISP and Telstra Wholesale who own the network and resell it to providers on the Telstra network) so I can give you general information but because each company has their own slightly different way of doing things it might not be completely the same with all providers...

If you are saying that there is a line that is working and active and can still be used for calls both in and out, then it means that the previous service hasn't been disconnected... which would mean you would need to follow the POD process which is that you provide proof of occupancy to your chosen provider who then get Telstra Wholesale to disconnect the old connection.

Once that is done then the line would be free to be used again for a new connection for yourself.

However, some providers may choose to have a second line put in or may have charge the $299 because they are putting you onto their own network in which case that is something you would need to discuss with them directly.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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Level 1: Cadet

Re: Existing working line

Thanks for your help.  In response to your email, I contacted our provider and gave them the working number.  They contacted Telstra who said they have no such number in their system.    

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Existing working line

Then it is likely that the number is on another company's private network which means that the line would need to be moved onto Telstra's network if, like most carriers, your chosen provider uses the Telstra network.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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