FAQs

TransACT service installation FAQ


What is a standard installation?

A standard installation varies depending on the services you have selected.

For customers in TransACT-cabled areas (where Home Packs, TalkWEB and TalkTV packages are available), a standard installation consists of:

  • a phone outlet
  • a data socket for the set-top box
  • a cable to connect the set-top box to your TV
  • a three metre lead to connect the set-top box to your PC.

In this instance, there would be no extra cost for the installation.

If you select to have the lead between the set-top box and your computer hardwired to a socket (installed inside your walls), you will need to discuss this with the installation contractor during the pre-installation phone call. The installation contractor will provide you with a quote for this extra work, which would be at your expense and payable at the time of installation.

For customers in TransACT ULL areas (where only TalkWEB phone and broadband services are available), a standard installation consists of

  • a phone socket
  • central or in-line DSL filters.

Please inform the installation contractor if you require additional phone/data outlets or cables during installation. The installation contractor will provide you with a quote before work commences.

Please note – TransACT reserves the right to define a standard connection.

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When will my installation occur?

You will receive a call from our installation contractor between two to eight weeks from the date your Service Application Form is received. During this phone call the installation contractor will:

  • discuss where your connection outlets will be positioned
  • provide you with the approximate time required to complete the installation
  • advise you of any extra costs
  • arrange a suitable time for the installation.

Please note – the installation time for your TransTALK phone service may vary depending on whether you elect to retain your existing phone number or opt for a new TransACT number. A new TransACT number can be installed much faster than transferring your existing number to TransACT.

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How long does installation take?

A standard Home Pack installation usually takes four to eight hours to complete.

A DSL installation may take three hours to one full day to complete.

You will need to advise the installation contractor at the time of installation if you are connected to an externally monitored or dial-back alarm system, medi-alert or other health-monitoring device. This will ensure a smooth transition of services to the TransACT network.

The installation contractor will provide you with the approximate time required to complete the installation during the pre-installation phone call.

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Do I need to be home during installation?

A person, 18 years or over, is required to be present for the installation.

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What services can I expect from the installation contractor?

In addition to installing the cables and outlets into your home, the installation contractor is required to (where applicable):

  • demonstrate that your phone connection works by making a call to your phone number
  • demonstrate that your TransWEB broadband connection works using their laptop computer to access TransACT's web page (please note that the contractor will not connect your PC)
  • demonstrate that the TransTV service works by connecting your television to the set-top box (please note that they will not connect VCRs and other such devices)
  • teach you how to use the set-top box remote control and show you the services available on TransTV.

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What if I want my external cable underground?

If requested at point of sale, our Network Technical Officer will provide you with a quote for the cable from the power pole-top box into your home to be placed underground. This fee will be billed to your first account.

Please check with Dial Before You Dig to obtain information on underground pipe and cable networks at your home or office.

Please note – this usually takes longer than a standard installation.

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What if I want extra outlets or existing outlets relocated?

Please discuss such requirements with the installation contractor during the pre-installation phone call. The installation contractor will be able to provide you with a quote for the extra work required.

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How much does an extra phone/data socket cost?

Please discuss such requirements with the installation contractor during the pre-installation phone call. The installation contractor will be able to provide you with a quote for the extra work required.

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How do I pay any extra costs?

Any work that you request that is additional to a standard installation is based on agreement between you and the installation contractor. You will need to pay the fee directly to the installation contractor who will provide you with a receipt for your payment. You should discuss costs and payment methods with the contractor during the pre-installation phone call.

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What happens if my services don't work after the installation contractor leaves?

The installation contractor is required to ensure that your TransACT services are in working order and demonstrate them to you before they leave your home.

If the services don't work, contact the installation contractor in the first instance to report service difficulties and then report the fault to the TransACT on 13 30 61 and select the 'service difficulties' option.

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Who do I contact for further information and assistance?

For further product and service information email customer.care@transact.com.au or call 13 30 61.

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