FAQs

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Q: My phone line is crackly or noisy or faint. What do I do?

Generally, there are 3 points of failure – the Carrier phone network/line; the phone system or the cabling in or external to premises. Where there is a possibility the fault lies with the network, you should contact your network service provider in the first instance. Your network service provider is the one who bills you for the monthly access of the phone lines.

Generally there is no additional charge for them to check the network as it is part of their responsibility to maintain the network which you pay the monthly access for. The number to call to report a fault for business customers, as advertised, for Commander is 13 2227; iiNet 13 24 49; Optus 1 333 43 and Telstra 13 2999.

Sometimes, however, it is quicker for a phone technician to attend site to get an answer. Phone technicians can quickly diagnose the fault when onsite. The other advantage is they can get to fix the problem faster if it is a cabling or phone system fault.

However, unlike the network service provider, the phone technician will charge for their attendance even if they prove the fault to the network, after which you will still need to contact and wait for your network service provider.

Symtel phone technicians will usually attend on the day, depending on how urgent the problem is for the customer.

Q: My business is relocating. What do I need to do? What do I need to know?

  1. Contact your Carrier early.

    Give your Carrier plenty of time to provision the new services for the next premises especially if the premises you are moving into is a new building or new unit. Avoid leaving telecommunications till the last minute. It is very difficult and frustrating to escalate provisioning.

    The standard lead-time for provisioning is usually from one week for existing premises with some Carriers but a couple of months for some others. I define existing premises to be one that had previous tenants with phone lines recently; a new building is where there were no previous phone lines. If it is a new building and there is no infrastructure, the provisioning lead-time with any Carrier can be many months.

    In the cases where you need a dedicated data line, the standard provisioning lead time is usually a couple of months.

  2. Find out the previous phone numbers onsite.

    Ask the previous tenant for their phone numbers on the site, especially if it’s in a block of units and they recently moved out. You may be lucky as Telstra may be able to “locate” and identify the copper pairs using these phone numbers so the provisioning lead-time may be reduced to one or two days if it’s exchange work only.

  3. Refer to your phone bill to list down all the services that need relocating.

    Some services work so “quietly” in the background you may forget to include eg. a security line, a fire line or auxiliary lines. Incidentally, ADSL services are not relocated. You apply for new ADSL services that are provisioned on your selected line that is connected in the next premises.

  4. Take into account the delay in connecting ADSL. Any service provider will tell you that they will need to have the phone line or copper pair connected first before they can provision the internet on the line. Factor in additional days (3-7 working days) after the connection of the phone line or copper pair for the internet to be on.

Symtel can help with all stages of relocation – from consulting to connecting phone lines and the internet to cabling the premises to supplying and installing the phone system and user training.

Q: I reported my internet fault to my Carrier and they advised I may be without my internet access for a week! Do I have to put up with this at this day and age?

Most businesses’ internet is ADSL. ADSL is provisioned on the copper pair or phone line. If the ADSL is down because the underlying medium (copper pair/phone line) is down, then the problem may be harder to fix. The last I looked, there is no service guarantee for the performance of these phone lines. It is best efforts by the carrier. As far as I know, there is not really an escalation process to fix phone lines quicker unless it’s a life and death (literally) situation.

If the ADSL is down because of the internet network, then a fix is dependent on the internet service provider alone. The ADSL component usually carries a service guarantee. Choose an internet service provider with a good reputation for customer service.

If the fault lies within the internal premises, then a Symtel phone technician can replace the faulty cabling, or install a central filter or at least isolate the fault.

The NBN proposition is a little different. There is a Service Level Agreement associated with the NBN provided access. If a SLA Fault is not rectified within the applicable Committed Timeframe, Service Level Rebates may apply.

If the internet is mission critical, a business should consider paying for a dedicated data service. These carry service guarantees that not only guarantee the speed but the uptime in the 99 percentile and upwards. But these services cost from a few hundred dollars a month so a business may reassess what is mission critical.

Generally the internet is used for web browsing or email. Usually the email access is the mission critical component rather than internet access itself. In this case, perhaps the backup should be ensuring that email is accessible as long as there is internet access. After all, internet access can be gotten from many sources – your ipad with a SIM, a dongle with your laptop or a Mobile broadband modem.

Talk to your Symtel consultant about your specific circumstance or business requirements.