cancel
Showing results for 
Search instead for 
Did you mean: 
Ask a Question
DS_Sydney
Occasional Contributor
Occasional Contributor

NBN Installation with two phone lines

We run a business from home in NSW 2234 suburb. We have two phone lines - one registered as a private line and the other registered as a business line. First line (private line) is currently with Telstra and has Phone and Superfast Cable Internet bundle. The second line (Business line) is with Optus and just has phone services.

 

We also have Foxtel over the cable; the outlet is in our rumpus room downstairs however, our Base Unit of 2-line Uniden Phone system is in the office room upstairs.

 

We need to move to NBN soon but we need some definitive answers and can't afford to have any impact on our business operations. A key requirement is that the two phone lines must continue to work independently with their own phone numbers and the current phone outlets must work.

 

Also, the Foxtel service must also work as is although it can be moved to Satellite if required.

 

I have spoken with Telstra and Optus customer service and sales people and have discussed our requirements but have not been able to get definitive answers that we can rely upon. Some Optus person suggested to use Optus loop, but it seems like an overkill and has bad reviews.  We are a long term Optus customer but had to move our Internet service to Telstra Cable 4 years ago because of internet speed issues with Optus ADSL service. However with NBN, we would prefer to work with Optus for both phone lines and internet.

 

NBN Hybrid Fibre Coaxial (HFC) is now available in our area.

 

Questions?

 

  1. Do we qualify for having two NBN Connections on our premises as we already have two services?

 

  1. I understand each NBN Connection Box can only support one phone line. So it seems we will need two NBN Connection Boxes, one for each line. Is that correct?

 

  1. The NBN Connection Boxes must be installed in the home office room on the first floor and not in Rumpus room where the cable outlet is. There is currently no cable outlet in the office room. The main phone unit of Uniden XDECT R055 + 2 has features not available on extension phones. The two phone lines must continue to work independently with their own phone numbers. Will this be done by NBN Technician or by Optus technician or do we need to organise someone to do this? Will this be a non-standard Installation for NBN? Will there be any costs associated with this?

 

  1. Do we need to move both services to NBN at the same time or can we move one service at a time without impacting the other service? Say if we move the phone line with internet to NBN first, will the phone-only second service (which relies on Telstra copper network / line) be still be working?

 

  1. Will we need one standard NBN Installation and one subsequent installation? What is the costs for subsequent installation?

 

  1. What should be the step by step process to move both lines and internet to NBN with minimum disruptions?

 

  1. Are there any better alternatives such as VOIP Phones?

 

I am sure we are not the only one in this situation, but I fail to understand why customer service / sales people at Optus and Telstra cannot provide definitive answers.

 

I have found a similar scenario in Telstra Forum and have provided that to both Telstra and Optus people but even then they can't confirm that is what will happen in our situation.

 

https://crowdsupport.telstra.com.au/t5/Home-Broadband/How-to-connect-multiple-phone-numbers-to-NBN/t...

 

Any feedback, suggestions, help will be greatly appreciated.

0 Kudos
Reply
7 Replies
petergdownload
Honoured Contributor
Honoured Contributor

Re: NBN Installation with two phone lines

When the NBN is concerned it can be a bit difficult getting definitve answers as Optus are no longer 100% in control of the process or network etc. That said the RSPs role is to act as a go between you and NBNCo. Optus operations don't seem to be well set up to do this  - the approach seems to be to promise no issues and deal with problems if they occur as they occur (when you contact them to report the issue). Most disappointing IMO is that Optus don't provide a single contact point for these processes so answers and capabilities you get on one phone call may differ when you next call back. Coincidently the post before yours was not happy with the relocation process. I'm sure most go as planned but if you have specific requirements you should plan for things to go wrong (whatever RSP you're with)

 

Not all bad news though Smiley Happy In your situation though you do have one potentially very good option IMO. NBNCo HFC uses a new/telstra HFC cable. Your existing Optus HFC cable will be dismatled a some stage after you get connected to the NBN. This means you can get connected to the NBN while still connected to optus Cable. This would allow you to get most of your ducks in order and test on the spot with little risk. The only issue I can see is the transferring of the phone numbers after everything else is in place. you would need to confirm you can do this (initially get some new numbers on the NBN Line) 

 

I'll PM you another options as well.

 

Peter Gillespie

DS_Sydney
Occasional Contributor
Occasional Contributor

Re: NBN Installation with two phone lines

Hello Peter,

 

Thank you for taking the time to read my post and response.

 

Yes, it indeed is a very frustrating process and you are absolutely right about having to deal with multiple people who will provide different answers.


A couple of clarifications:

 

We have a Telstra Cable Internet and Home Phone bundle, not Optus; there is no Optus cable in our area. We are out of contract with Telstra as we have already served the 24 month contract period, so there should be no penalty to move. However, not sure if we can get a new NBN connection considering that.

 

Still looking for answers.

 

Regards

 

Dinesh

0 Kudos
Reply
petergdownload
Honoured Contributor
Honoured Contributor

Re: NBN Installation with two phone lines

Ah. Had to look into that, but no, a single line is not a problem Smiley Happy. Telstra HFC and NBNCo HFC are already co-existing on the same network. The NBN Installer will bring a splitter with them when they come to your place and install it in the wall plate on the side of your house. No reason why you can't have a Telstra/NBNCo or  Optus/NBNCo or any RSP while keeping the old service active.

 

New phone lines on the NBNCo network would be activated one at a time (not at the same time). You can then later port the old numbers over so long as they are still active on the old account.

 

Sounds promising? The bit you need to trust is that whoever handles the process doesn't disconnect / deactivate / shutdown your current account as part of the initial install.

 

Peter Gillespie

DS_Sydney
Occasional Contributor
Occasional Contributor

Re: NBN Installation with two phone lines

Hello Peter,

 

Thank you again for your response and other information. Much appreciated. 

 

Currently we have the Cable Wall Plate in the room downstairs and a splitter is already being used to connect to Cable internet from Telstra and Foxtel service. 

 

It is not convenient to have the NBN Connection Box downstairs as my office is upstairs and any phone line (old or new) needs to be available in the office room. So we really need a new wall plate for NBN upstairs. Is this something NBN Technician will do?

 

And can we have two NBN Connection Boxes ultimately to connect two phone lines as I understand one NBN Connection Box can handle only one phone line.

 

As mentioned in my initial post, we are not able to get any definitive answers from Optus or Telstra on these things.

 

And yes, the trick is not to disconnect / deactivate /shut down current accounts in the process, if we go for a new connection all together.

 

Regards

 

Dinesh

 

0 Kudos
Reply
petergdownload
Honoured Contributor
Honoured Contributor

Re: NBN Installation with two phone lines

You've reached the limits of my information @DS_Sydney.

 

How much you can tailor your NBN transition varies quite a bit depending on the RSP and even the technician on the day. Generally it seems the process is designed to handle one line to your home. That's included free. Beyond that you may need to get third party help.

 

Good Luck

 

Peter Gillespie

DS_Sydney
Occasional Contributor
Occasional Contributor

Re: NBN Installation with two phone lines

Hello Peter,

 

Very sincerely appreciate your time, help and suggestions. You are right, if it was just one phone line, the process would work.

 

Will keep searching for answers.

 

Regards

Dinesh

 

 

0 Kudos
Reply
DS_Sydney
Occasional Contributor
Occasional Contributor

Re: NBN Installation with two phone lines

Closing the loop
After waiting for 4 weeks for any feedback / solution and having several communications with an Optus Business Specialist in the meanwhile, we have come to a conclusion that sadly Optus does not have a solution in this case. It seems that Telstra Small Business NBN bundle with extra voice line included also known as also known as DOT (Digital Office Technology®) Core plans, is the solution we will have to go for. Will still remain Optus customers as far as our mobile phone services are concerned.