Add, Move & Change Your Services
Our Adds, Moves and Changes team liaise with our major carrier on our customer behalf to offer the telephone line service connections, products and features like call waiting and messagebank to make our customers lives easier by offering them our clear alternative service.
Adds, moves and changes inquiries include a wide variety of general services and product inquiries. These may include the following:
- I want to connect a new line into my premises so how does this take place and what does it cost?
- How do I connect messagebank to my telephone landline?
- I am moving premises and want to know what I have to do to connect my existing number at the premises I am moving to?
- How long does it take to connect a landline telephone service?
- I want to cancel my telephone service and also want to know what redirection choices I have to another telephone number?
- How do line hunt / rotary work on my telephone numbers?
- Can you offer customers a call number display telephone rental handset?
- How can I place a block on my telephone landline to stop other people using the phone?
If you have a adds moves and changes inquiry please contact our clear alternative Customer Service Team on 1800636758 (option 1) or on email at custserv@sctelco.com.au
How To Lodge an Add's, Moves & Changes Inquiries
When you lodge a adds, moves and changes request to Southern Cross Telco please make sure you supply the following details for our customer service team to resolve your inquiry efficiently as below:
- Customer Billing Name.
- Customer Address details.
- Customer Service Number.
- Customer Account Number.
- What type of adds, moves and changes request it is such as product connection like messagebank, new telephone line connection, moving premises connection, cancellation and change of lessee order
- What is your adds, moves and changes inquiry?
- The date required for the adds, moves and changes inquiry to be completed on?
Please be aware that an adds, moves and changes inquiry can only be sent to our carrier to be completed during our business working hours. When you have completed your billing inquiry please email our clear alternative Customer Service Team at custserv@sctelco.com.au. When the adds, moves and changes inquiry has been received by Southern Cross Telco during business working hours it will be either resolved by our customer service team for the customer or it will be lodged with our carrier for further investigation to resolve the inquiry. Our customer will be advised of the outcome of their adds, moves and changes inquiry when it is completed.
Add's, Moves & Changes Timeframe's
Order Type |
Provisioning Lead Times
|
Relocations (RSN) / New PSTS Lines
(Where in-place connections exists) |
- 3 days for Residential - No Tech Visit
- 5 days for Business - Tech Visit Required
|
Relocation (RSN) / New & Additional PSTS Lines (Where infrastructure is available but no in-place exists) |
- 5 days for Urban Areas
- 10 days for Major Rural Areas
- 15 days for Minor Rural Areas
- 40 days for Remote Areas
|
Relocation (RSN) / New & Additional PSTS Lines (Where infrastructure is not available eg. Lead In/Distribution Cable) |
- Check with our carriers provisioning team for details as no infrastructure available.
|
Change of Number |
|
Adding on existing PSTS lines (eg. Moving or adding a socket). |
- Telstra no longer complete these orders so the customer has to contact a private contractor to complete this work
|
Cancellation of PSTS Line |
- 1 day if single line
- 3 days for lines on exchanged based diversion, Line Hunt, Multiple No or Duet & redirection.
|
Network Access Change |
|
Basic Exchange Features (eg. Easycall Call Control and Messagebank etc) |
|
Complex Exchange Features (Line Hunt, diversion, Multiple Number, Duet & Redirection) |
|
Directory Changes (in change of lessee or Change of Class of Service from Business to Residential Line) |
|
Equipment (Where supplied by courier our carrier eg. Call Number Display Phone) |
- 5 - 10 days depending on the area you are located in.
|
Customer Service Locations
Service Location Category
|
Demographic Size
|
Urban Area |
Township / community grouping of 10,000 people or more |
Major Rural Are |
Township / community of 2,500 people or more but less than 10,000 people |
Minor Rural Area |
Township / community of 200 people or more but less than 10,000 people |
Remote Area |
Township / community of less than 200 people or township / community grouping located outside a standard zone |
The day period is based upon business working days of Monday to Friday (except public holidays). This day period starts from when our Adds, Moves and Changes Team receive your customer order. Therefore the business day we receive you order starts at day zero and the days are based upon business days which do not include 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. For further details about a billing inquiry please contact our clear alternative Customer Service Team on 1800636758 (option 1) or on email at custserv@sctelco.com.au
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