how long does an adsl connection take?

Our goal is to have your service connected as soon as possible, but connection timeframes depend on a number of factors, most of them outside of our control.

If you currently have an active adsl service on the Telstra network at your address with another provider, we can generally churn (transfer) this service to us within 3 – 6 business days.

If you do not have an active adsl service and require the reconnection of a Telstra telephone line, the time frames in which we aim to connect your service are specified below:

adsl with in-place connection ($59 line activation fee)

An ‘in–place connection’ is the connection of a standard telephone service at a site where a  previous working standard telephone service has been cancelled and is available for automatic re-activation. No additional connection work between the network boundary at the site and the local telephone exchange, or at that exchange, is required.

Where these conditions are met, the telephone access network/line is electrically and physically intact through to the first telephone socket on the site (or Main Distribution Frame for multiple lines) and a technician does not need to visit the site or the local telephone exchange. In these circumstances, we will aim to supply the standard telephone service and adsl service within five (5) to ten (10) business days.

adsl with in-place connection requiring Telstra technician visit ($99 line activation fee)

An ‘in–place connection’ is the connection of a standard telephone service at a site where a previous working standard telephone service has been cancelled and is available for re-activation, however, this re-activation requires a Telstra technician visit. Additional connection work between the network boundary at the site and the local telephone exchange, or at that exchange, is required.

In these circumstances, we will aim to supply the standard telephone service and adsl service within one (1) to two (2) weeks, however, this is dependant on the availability of Telstra technicians and the timeframe can vary.

adsl with new line connection requiring Telstra technician visit ($240 line connection fee)

A ‘new line connection’ means that a previous telephone service may or may not have existed at your property or premises and a Telstra technician is required to visit your property or premises to install and/or work on the cabling. Connection work between the network boundary at the site and the local telephone exchange, or at that exchange, is required.

A new line connection can apply if the phone line has been inactive for more than 6 months. Once a line is disconnected at the exchange then users may be liable for the full charge as there wouldn’t be an active service to the premises. A physical cable being in place does not constitute an active service according to Telstra and replacing an existing cable would definitely constitute a new service.

The New Line charge doesn’t mean that a new line will physically be connected to the property – there can already be a line there, it just hasn’t be activated on the Telstra network or has been inactive on the Telstra network for a period of time. If a Telstra line hasn’t been used in an extended period, a new connection may be required to get it up and running.

In these circumstances, we will aim to supply the standard telephone service and adsl service within 20 business days (1 month), however, this is dependant on the availability of Telstra technicians and the timeframe can vary.

exceptional circumstances

Where a site is not readily accessible to telephone network infrastructure that we can use (e.g. no local telephone exchange, no main cables, no distribution cables, no radio distribution systems or no lead-ins), or where telephone network infrastructure exists but has insufficient capacity available (e.g. no spare distribution cables, network element(s) reallocated or removed, or no useable lead-in cable), additional time will be needed to install the required network infrastructure.

A commitment date may sometimes have to be changed (for example, Telstra technician shortage or damaged infrastructure at the new location).

We reserve the right to supply the standard telephone service outside these timeframes if our ability to supply standard telephone services is affected by circumstances beyond our control. Some examples include:

• Damage to an exchange facility by a third party;
• Natural disasters or extreme weather conditions that cause widespread service  outages and restrict the connection of standard telephone services;
• A request by a public authority to provide emergency communications services that restricts the connection of standard telephone services;
• A Commonwealth, State or Territory law that prevents us from supplying a standard telephone service (for example, the service is to be located in a  hazardous/dangerous area or where occupational health and safety obligations for staff may be contravened);
• Where significant environmental impact issues need to be resolved;
• Where there is a protracted delay in obtaining third party land access or relevant  authority approval for network facilities’ installation;
• Where the delay is caused by an equipment supplier/manufacturer; or
• Where the delay is caused by a customer, for example, due to the non–completion of building construction work or the completion of suitable lead–in trenching.

MATE is no longer providing new ADSL internet plans. nbn has been rolling out a national broadband infrastructure project to all Australians that is replacing the older ADSL network.