Is Dodo responsible for Lead in cable?

Barginer on 17/03/2016 - 05:48

Hi Guys,

Need some advice. I have been searching information online but getting mix messages. Hopefully someone can point me to the right direction.

I am an existing Dodo customer with 22 month contract left and in the process of moving into a new property (without existing connection). My builder had installed the conduit for lead in cable to my property boundary. When I transferred my existing Dodo account to the new property, Dodo advised that I will be charged $299 due to new home connection. I accepted it. On the agreed date of connection, I received an SMS stating that my line is now active. I was given a phone number. When I checked on the connection that night, I found that Telstra technician did not attend the property. My property was not physically connected (ie no Madison box/Telstra grey box attached to property). Dodo told me that I am connected at the "backend" only and installation of lead in cable is my responsibility and I need to find a private contractor (Telstra approved). I was not made aware of this requirement by Dodo when I organised the transfer.

I have contacted Telstra and was given contradicting responses by two reps. One stating that lead in cable installation is covered by $299 and the other saying that we have to get a contractor to do it. I cannot find anything online to clearly states the responsibilities of Dodo/Telstra in terms of installing lead in conduit. Can someone with previous experience help?

Thanks!

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Comments

  • eatwell365 on 17/03/2016 - 07:45

    Dodo acts as a reseller of Optus and Telstra fixed line and DSL broadband services. Dodo is responsible in supplying these services to our customers and we have no other affiliation or relationship with our wholesalers outside of our wholesale agreements.

    You can be using Telstra or Optus.

    One-off installation fees
    connectnow will inform you of which installation fees will be relevant to your home and might even be able to recommend other options for you. Typical installation fees include:
    New connection $299 applies to:
    Phone lines that have not been connected before
    Phone lines that have been disconnected for longer than 12 months; or
    Phone lines installed by another provider (eg. Optus)
    Note: This fee can be waived if a Telstra bundled product is taken
    Fee for line installation
    $125 if a Telstra technician is required
    $59 if an exchange appointment only is required

    http://www.connectnow.com.au/utilities/telephone/plans-cost/

    Looks so dodgy - I may stand corrected. My guess is:
    1. Dodo connects you from using Telstra to Optus service on the new address
    2. $299 connection fee (waived if Telstra bundle)
    3. If you are resold with Optus, line only goes to the box outside.
    4. In Telstra standard, you will be connected to the phone. ie one Telstra told you. Not sure if you have mentioned you use Dodo.

    Unsure reason to call Telstra when Dodo sells you the service. As dodo says, they are not affiliated.
    Could not find anywhere dodo documented where the connection of line is up to, may be because even they are not sure, depend whether you will be connected with Telstra or Optus,
    I would call dodo and ask them to clarify, say you are not happy. You have 21 days cooling off period, but pretty sure telco nowadays will not book your connection day till your cooling off period finished (from the date of contract, not connection).

    experience with telco may vary from each of us, personally I would only recommend Telstra or iiNet. What I like Telstra is that they look after your line to the point (ie telelphone), especially in a house. Once our phone line had water leak in the front yard, the whole garden needs to be dug up, no charge from Telstra but Optus will have to folk up from own pocket - no way,

  • Barginer on 17/03/2016 - 08:20

    Thanks Eatwell, unfortunately I have to stick with Dodo due to my existing contract.

    The reason I called Telstra is to find out what is covered in $299 (ie new connection fee). I have mentioned to Telstra that I will be using Dodo. One of the rep advised me to request Dodo to book in with Telstra and Telstra will connect me up. The other rep said otherwise. Dodo insist that $299 does not cover lead in cable installation.

    Can find anything in writing. Should I call the ombudsmen?

    • eatwell365 on 17/03/2016 - 09:10

      Dodo is the one sells you the product - so either write to Dodo or better to call Dodo and ask for documentation in terms of what the connection fee is and to who, what exactly you will get in term of connection where to where. If they cannot supply you with the service in your new premise, they should consider to let you off the contract without fees.
      make sure your bill does not have line fee, on top of connection fee.

  • pjetson on 17/03/2016 - 08:57
    +1

    Dodo advised that I will be charged $299 due to new home connection

    Have they provided this connection? I think the answer is "no".

    Dodo insist that $299 does not cover lead in cable installation

    Then they haven't provided a connection.

    Should I call the ombudsman

    If you have tried to solve the problem with Dodo and failed, then the answer is "yes".

  • mariosensei on 17/03/2016 - 09:20

    I think the 'new home connection' is the grey area here. For a newly built house, the Builder will only install the lead in from the road to the site boundary and you need to organise the connection from the site boundary to the house. If it's in a NBN ready area, NBN will install for free after getting notified by the ISP or the house owner. Most ISP charge for 'new home connection' and that may be only for the regular setting up and connection for a normal/old property with a phone line already installed. I suggest you get clarification from DODO what exactly does the 'new home connection' includes. I don't think they account for 'newly built home connection'.

  • Barginer on 17/03/2016 - 10:12

    Thanks Pjetson and Alexlhb, yeah it is a grey area. Dodo telling me that not their scope but cannot produce any documentation clarifying lead in cable scope.

  • mskeggs on 17/03/2016 - 14:32

    In my day job for another telco doing corporate stuff, we define the lead-in as customer responsibility.
    It is a grey area as in the old days Telecom used to install to the first socket, and there are still install options for "to the MDF" or "to the socket" which defines how new services are installed in locations where this setup is in place. I think that is where the confusion arises.
    The wiring of the lead-in in a new build can be done by any AUSTEL accredited cabler, not just Telsra techs, I think.
    I assume the conduit terminates in the local Telstra pit? Or is it just taped off sticking out of the ground near the pit/pillar?
    And I am assuming through all this it is a copper PSTN cable, not NBN that you need.

  • mskeggs on 17/03/2016 - 14:40

    Have you tried posting to the Whirlpool forums? This is their bread and butter.

  • Barginer on 17/03/2016 - 20:43
    +1

    Hello All,

    Just an update on my status so far. Contacted Telstra got confirmation (twice in writing) that if I subscribed to Telstra home phone package, I only need to pay $299 and I will be connected (including lead in cable and Madison box). Called Dodo and they still insist that their new connection does not cover lead in cable. Fair enough. So I asked the rep to point me to the clause in the contract stating that lead in cable is my responsibility. After 15 min he came back and said no such clause but is general knowledge that their responsibilities stop at Telstra pit. I said I am unaware of this "general knowledge" and was not told of this requirement when I sign up with Dodo. I suggested that I will be going to ombudsman if they don't provide me with a fair resolution. Dodo rep then elevated it to their customer relation team. The customer relation rep then suggested that they will cancel my account and contract without charge. I will be sent an SMS once the cancellation is complete. He also told me that I am now free to sign up with Telstra. Fingers cross everything goes well with Telstra. Hope that this post help clarify the issue for others. Thanks to all who commented on this topic!

    • [Deactivated] on 17/03/2016 - 21:41

      Good luck. Hope things work out well for you. Well done for your hard work.

    • eatwell365 on 21/03/2016 - 08:20

      Quoted on my comment above - this fee can be waived with Telstra bundled product. May be no need to pay $299 at all. Think I didn't. Speak to the Telstra Australia CS Team nicely, may land you an extra discount per month on bundle. They are great in my experience.

  • pjetson on 18/03/2016 - 09:23

    If you sign up with Belong, you won't need to pay the $299. Belong are Telstra, so you should get the same service, but if you still want to go with someone else, I believe the minimum term with Belong is only a month.

  • Barginer on 18/03/2016 - 17:09

    Good point PJ but my concern is that they are reseller like Dodo. They might have the same arrangement like Dodo in terms of lead in cable.

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