Help! Bought Established House but Can't Seem to Get Internet

MeesusEff on 05/05/2017 - 21:09
Last edited 05/05/2017 - 21:13

Dear wise gurus of Ozbargain,

I have recently bought a house that has been unoccupied for a year. There was a phone line (not sure about internet as it was an old couple living in there) so the line has no dial tone or any sound. Tried to look around for providers to set up my internet.

When I tried to put in my address into the Optus, Telstra, basically any major providers they all say theres an error, or more info required etc. TPG said yes, but only today came back to me saying that Telstra had 'no active pair' and they cannot connect my service (this is after they charged me the $170 + sent me a modem, which I have received).

I thought it might be because my phone line is not active so I put in my address into the Telstra website for home phone, that also tells me its not available! However when I put in my neighbours address for internet and home phone serviceability, all came back as 'Yes we can supply'.

I called Telstra and they said, there might be a problem with the cabling (how come its just my house though - and am I expected to pay for someone to fix it?? I thought it was a standard thing that was meant to be provided for all households) , or the ports are all full and I can only get internet if someone in the area disconnects (not likely!)

I just dont understand and am feeling so disappointed at the moment. Would having Telstra set up my home phone line to be active solve the adsl serviceability issue? The person I spoke to at Telstra said it doesnt make a difference, the status of adsl at my house is at a 'maybe' so even if I manage to get a connection, it might be really crap.

Is mobile internet my only option? I really am not a tech-y person so I dont understand much about 'cable' internet as well.

House built around 2000, close to exchange - if that helps

Internet

Comments

  • supnigs super skids on 05/05/2017 - 21:21
    +5

    NBN will solve all of Australias internet's issue

  • nrg2010 on 05/05/2017 - 21:33

    Yeh, expensive.

    Don't give up on your landline quite yet, I got mucked around and ended up getting compensation after Telstra did not connect me for four months, this was just for the opportunity to use a handset (ADSL was not possible)

    Anyway check out

    https://www.telstra.com.au/consumer-advice/customer-service/…

  • Diji1 on 05/05/2017 - 21:48
    +1

    (this is after they charged me the $170 + sent me a modem, which I have received).

    I'd be getting onto the ombudsman about getting a refund for that. Assuming you've already asked TPG (or is it Telstra? whoever) to do it and they've refused.

    There's really very little point in trying to get telcos to reverse unfair things like this, you need to go to ombudsman and then suddenly they'll be calling you falling over themselves to help you out and you'll presumably get a refund.

    If you cannot get ADSL then fixed wireless eg Vivid may be an option.

    • MeesusEff on 05/05/2017 - 21:51

      I called them before, but they said they are still trying with Telstra to get my service going , and to 'disregard the email that said they will not be proceeding with my installation', and to give them a week to try. If they cant get anything done by then, I will demand the money back. I wonder if they will expect me to pay for the modem though…

      and omg.. WTF is wrong with my house. Its not even in a woop woop area its a well established suburb!!!! Even my BIL says what I am experiencing is ridiculous considering the exchange is actually in the suburb area!!!

      Vividwireless is not currently available at your address

  • Savas on 05/05/2017 - 21:58
    -3

    You seem to be able to access the internet in some way, perhaps you could just use that. Otherwise perhaps you could go halves with the neighbours.

    • MeesusEff on 05/05/2017 - 22:05
      +1

      I havent moved yet, still at my old address but need to set up internet by the end of the month because of family members coming to stay :(

  • John Kimble on 05/05/2017 - 22:46

    I'm sure if TPG cannot provide you internet, you will just need to return the modem to get a refund.

    Sounds like they are still trying though? I would just keep hassling TPG to try and get you connected, they usually organise Telstra technicians to visit on-site eventually, but it might cost you.

    • MeesusEff on 05/05/2017 - 22:56

      ''However, if the address supplied is correct, unfortunately this technical limitation is beyond TPG’s control and unfortunately we will not be able to proceed with your application further.''

      I actually hope they can get it connected, I am quite happy with the TPG service and cost at my current home. I wanted them to succeed in getting this set up because they will automatically roll me over to NBN when its available for no other setup fees, happy to pay a few hundred (below 400 i suppose) to get this rectified.

  • akyeeeahdude on 05/05/2017 - 22:49

    Hmm, built in 2000. Sounds to me like the original owner didn't arrange for Telstra to run the phone line cabling through the services pit when it was open, when the house was being built. We built in 2009 and I was paranoid about this happening so I kept bugging Telstra to make sure they came out and did what they needed to do while the pit was open. All went smoothly, I was just worried about them having to dig a trench and lay conduit later on which would cost much more than the standard $300 (which includes a phone line point installed in a front room of your house).

    • John Kimble on 05/05/2017 - 22:56

      I guess that's possible but why install phone sockets? Or do you think they just forgot?

      • akyeeeahdude on 05/05/2017 - 22:58
        +1

        You often get them installed as a standard inclusion with building a house.
        As standard, we also had TV points included but no antenna. Since my mate and I did the TV (he's a licenced cabler), we did the whole lot and got a credit from the builder.

        Easiest way to tell if Telstra ran the phone cable to the house from the services pit is the presence of a grey box installed on the front side of the house. It's usually near the meter box.

    • MeesusEff on 05/05/2017 - 23:02

      Thats the thing I found strange, there is a schmancy phone set up on the wall with answering machine with numbers written all over it so I know its been used, and Telstra said they were able to set up my home phone connection but ADSL has 'no guarantees' , I don't understand, I thought it was the same thing…

      i managed to find this online :http://www.redbroadband.com.au/broadband-plans-perth-metro/ , I couldnt find too many reviews about it but I guess its because they are a Perth based company…
      those set up fees though T_T , I was hoping for something on a 6 month contract max, so that I could switch to NBN when its ready (if its not delayed!)

  • John Kimble on 05/05/2017 - 23:15

    Cable internet could be an option I suppose, but you would need to pay for installation if it is available in your area.

    • MeesusEff on 05/05/2017 - 23:20

      TPG did bring up the no spare ports issue, and to wait a week until someone disconnected (lol) but the red flag for me was when I put in my address into Telstra and Optus and it came back with 'no service available' whereas when I put in my neighbours address it was all 'Great, you can have our service!' , so I am starting to wonder if its a deeper problem, or if I just need Telstra to open up my phone line again?? Thanks for the links, I clicked on it and couldnt even find my suburb :( I can see one in Jandakot when I type in my address but not sure why I cant see it on the spreadsheet.

      I tried to look up cable and again got no success when I tried putting in my address. This is driving me insane.

  • garetz on 05/05/2017 - 23:34
    +1

    Get in an electrician to check your phone lines, make sure there isnt anything untoward, maybe they have corroded, could be many reasons.

  • Cheeper on 05/05/2017 - 23:55

    Way back in the early days of adsl I had similar problems.
    Mine turned out to be just a stuff up in telstra line records but took some persistence to get the ignorant csr's to do anything. They said that my entire street was unable to be connected… even though i told them that many have had it for months and i have actuslly used it. They virtually called me a liar. :-(

    The csr's have rehearsed fob off lines and use them to keep their call rate up. You just have to get the right person with the right attitude to tackle your problem.

    I eventually had to make out I was intending to connect with telstra which seemed to fire up more interest in getting the matter sorted. Prior to that it was all feeble and lazy excuses.

    It is a possibility that all the lines in your street are used but unlikely.
    When your old line was unused for some time it may have been allocated to someone else in your street as a new connection or as an alternative to a faulty line.

    The csr that told you they could get you a voice like but could not guarantee adsl may have assumed you were over 4km from the exchange and not have access to a rim? You say you are close to the exchange so if there are adsl ports available there should be no problem. TPG would know about this.

    Keep at them…
    Tethering via mobile internet could be an option if you can live without gaming for 9 months.
    Some cheap deals around…

  • dcuksuop on 06/05/2017 - 00:34
    +1

    Moved into a 4yr old house. Took Telstra 4 months to get our phone working. Cable foxtel/internet worked from day 1. There was a phone line cable under the driveway from the street to the house. The line wasn't connected to the house wiring. The line also wasn't connected to the street wiring. Eventually, after many calls and several call outs, they got it all connected. No installation fee, though recent bill they charged for some crazy phone service which they already refunded. Waiting to make a complaint about their service.

  • MeesusEff on 06/05/2017 - 00:52
    +4

    Update : just live chatted to Telstra, saying I was looking to connect and hes come back with 'your address is not updated in Telstra website, but you have ADSL ports in your area.'

    and when i asked if theres no problem with the copper/cables… 'No, no as I have checked everything is fine with cables and all in your area, just your address is not updated.'

    i think…. this was all an admin error…. he told me to call a number tomorrow to get the address updated. Will give a try tomorrow AM.

    Thanks everyone for all the help (and sorry if this was a waste of time!) i hope to have good results by the end of the week!

    Top score to Telstra live-chat though, phone call rep was next to useless..

    • StingyBritches on 06/05/2017 - 11:14

      Please keep us posted. Hope it all works out for you.

  • windale on 06/05/2017 - 17:55

    Telstra are responsible for the line to your address, you are responsible for the line from that point to your house. Easy to get it tested if you have no joy from Telstra with your phone call.

  • MeesusEff on 07/05/2017 - 14:37

    Sigh, called Telstra and got put through the sales team , who basically repeated the spiel of what the first person i called , 'home phone line is available, ADSL2 MAY be available', and I tried and tried to tell her that I have already checked the cabling and ports available and she said 'your address is updated, thats why I can see it, ADSL2 maybe available but you would need to place an order for us to check'. After going back and forth for 20 mins I finally yelled down the phone in frustration and hanged up.

    I should have gotten more details from the livechat person as to which department I actually needed to speak to and what 'updating my address' actually entails. Back to square one :(

  • MeesusEff on 07/05/2017 - 15:26

    Update from Livechat # 2 :

    'please do not worry about the address, its juts a matter that your address in not updated on telstra website, i will advice you to visit nearest Telstra shop and get your address updated, so that within 24-48 hrs your address will be updated and we will be able to proceed further'

    'Yes, it means ports are not available at your address, if you will visit telstra shop and let them know about your problem then they will install ports for you'

    it would be quite plausible that there is no physical ports as the couple I bought the house from was quite old.

    If that was the case , would only Telstra be able to do this? If I told TPG that, would that be included in my set-up costs? But they cant even proceed with setting up as Telstra are telling them no .

    I am so tired of this runaround..

  • MeesusEff on 10/05/2017 - 12:40

    Latest update : Been told that Telstra owns all the ports or something in that area so every provider needs to go through Telstra? TPG cannot set up a new phone connection. Telstra charges $299 + $100 early disconnect within 3 months fee (which unless we sign up for Telstra plans we would have to fork out)

    Iinet so far is the only one that we have explained the issue to and they said they could do it. $99 to install the phone line and plans are $10 more expensive (we are also considered 'off-net') but better than nothing / being stuck with Telstra.

    TPG emailed today saying OK to cancel and they will refund $60 (I paid $170 all up) and to return the modem to them, $10 delivery fee initially charged was non-refundable. Partner called and spoke to someone who said they will organise a courier to pick up the modem and once they receive it, they will refund all charges made to my CC. However he didnt get a name (arhh!) and was told to wait for an email (its been 1 hour and no email yet) so mmmm.

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