Q1: How long does it take to get a new Internet service connected?
Q2: I want to connect a new landline into my premises. How do I do that and what does it cost?
Q3: How long does it take for my landline service to be connected?
Q4: Will I be charged any Internet connection fees?
Q5: Can I keep my existing phone numbers when I transfer my service(s) to Southern Cross Telco?
Q6: I am moving premises, and need to know what I have to do to connect my existing number at the new premises I am moving to?
Q7: How do I cancel a service?
Q8: How do I redirect a disconnected number to an active one and does it cost?
Q9: How do I change my billing address?
Q10: How does line hunt work?
Q11: How can I stop certain types of calls being made from my landline without my permission?
Q12: How do I connect message bank to my landline?
Q13: What is counted as a Day in relation to how long orders take to complete?
Q14: Hod do I put diversion on my line?
Q1: How long does it take to get a new Internet service connected?
ADSL service can take between 5 to 7 business days after the landline is fully connected. Email our sales team, or contact us to request a call back from one of our agents. (Return to questions)
Q2: I want to connect a new landline into my premises. How do I do that and what does it cost?
Please be aware that the cost of connecting a new landline service can vary between $59 and $299 depending on the network infrastructure availability. Email our sales team the details of your required connection or contact us.
To have a new landline connected takes 5 Days for metro areas, 10 Days for rural areas, and 15 Days for major rural areas depending on network infrastructure availability. (Return to questions)
Q3: How long does it take for my landline service to be connected?
To have a new landline connected takes 5 business days for metro areas, 10 business days for rural areas, and 15 business days for major rural areas depending on network infrastructure availability. If you are bringing over an existing service from another provider this can take between 4 and 10 business days; however it is unlikely to lose your service/connection during the transfer. (Return to questions)
Q4: Will I be charged any Internet connection fees?
Yes, the cost of connecting new landline service can vary between $59 and $299 depending on the network infrastructure availability. ADSL connections cost $99 if you do not have any other services with us, $49.50 if you have two services, and free if you have three or more services billing on the same account. (Return to questions)
Q5: Can I keep my existing phone numbers when I transfer my service(s) to Southern Cross Telco?
Yes, you can transfer your existing number from your current provider if you wish to keep it. (Return to questions)
Q6: I am moving premises, and need to know what I have to do to connect my existing number at the new premises I am moving to?
To assist us in quickly and efficiently relocating your existing service please take a telephone handset to the new premises and dial 12722123. You will hear a voice recording which will give you a phone number, please write this down as this is the number attached to your new line. Once you have this in place number please contact our Customer Service team.
Please be aware you may not be able to keep your existing number and while we will do all we can to relocate the same number we may need to issue you with a new one. If this is the case you can elect to redirect your old number to your new number and our Customer Service team can assist you with this. (Return to questions)
Q7: How do I cancel a service?
If you are transferring to another provider and keeping your number you just need to organise with them to take your number away. To cancel a service completely please contact our Customer Service team. (Return to questions)
Q8: How do I redirect a disconnected number to an active one and does it cost?
To redirect your disconnected service when cancelling a line or relocating to new premises with a new number, please contact us. (Return to questions)
Q9: How do I change my billing address?
Just contact us with the following information:
- Your Account number with Southern Cross Telco.
- Billing name.
- Service number
- Both your old and your new address
- What date you would like the change to occur
Q10: How does line hunt work?
Line hunt allows your calls to roll over from one number to the next until they are answered. For example if line 1 is busy the call will go to line 2 and if line 2 doesn't answer it will roll over to line 3 etc. Line hunt costs $46.20 to establish and $3.25 per line, per month in addition to normal line rental charges.
It takes between 3 and 5 days to set up line hunt on your services and if you would like to establish this contact us and we will be happy to help you do this. (Return to questions)
Q11: How can I stop certain types of calls being made from my landline without my permission?
You can place call control on your line to stop people without a PIN number from making certain calls (e.g. National calls, Mobile calls). To activate this service please contact us and we will be happy to help you do this. (Return to questions)
Q12: How do I connect message bank to my landline?
Please contact us and we will be happy to help you set this up however please be aware there is a $6 per month cost for this service. (Return to questions)
Q13: What is counted as a Day in relation to how long orders take to complete?
The day period is based upon business working days of Monday to Friday (except public holidays). This day period starts from when we process your order. Therefore the business day we receive you order starts at day zero and the days are then counted up from there, only including business days and not weekends.
For example, a customer order which may take 3 days and the order were received on a Thursday then it will be due for completion by the 3 business day being a Tuesday the following week, as weekends are not included in the days to complete the customer order. (Return to questions)
Q14: How do I put a diversion on my line?
You can divert your landline by dialling *21 (the phone number you are diverting to including area code) # to remove a diversion dial #21#. (Return to questions)
