Moving with connectnow FAQs

• What happens next
• Use of your personal information
• Amending an existing application that you've submitted
• Electricity Connection
• Gas Connection
• Water Connection
• Telephone Connection/Relocation
• Internet Connection/Relocation
• Pay TV Connection
• T-Box & T-Hub
• Disconnections

• What happens after I submit my application?
  Once you lodge your application we will call you to verify your request. This is only a short call to make sure that you're comfortable with us acting on your behalf and to confirm that you are happy with the services you have chosen. When the call is finished we will contact your chosen suppliers and get your request(s) moving. After we have spoken to you connectnow will send you an email outlining what will happen next for each service you have selected so you'll know exactly what needs to happen.

• Why does connectnow ask for personal details like ID type and date of birth?
  connectnow does not disclose personal information about our customers for any other purpose than to arrange moving services. connectnow will only disclose this personal information once consent has been obtained. connectnow only provides to service providers that information which they require to estimate and fulfil the service request. We will not sell any information about our customers. From time-to-time connectnow might market its latest offers or services directly to customers, but will first seek consent before doing so. If you have or do not want to receive such communications – please let us know.
  
  View our privacy policy.

• Can I cancel or change my connection request?
  If you want to amend a connections request - please call us on connectnow on the same day as you submitted your application.

• Where are my electricity main switches?
  Electricity main switches are not placed in a standard location in all homes. Main switches are often located in the entrance way, kitchen, laundry, bedroom or garage. In some instances the main switch could also be located in the meter box. For apartment/units, there could also be one main switch in the apartment/unit and also a main switch in the meter box.
• Why doesn't the electricity company switch my main switch on
  In the majority of cases your main electricity switch is located inside of the property which will be inaccessible by the technician turning on your power. However, in cases where the main switch is accessible by the electrical technician, the reason why they will not turn the main switch on is due to safety precautions - as they cannot ensure that all of your appliances are switched off before turning on the main switch.
• Why are the Visual Inspection (VI) times so long?
  The Visual Safety Inspection process is regulated by the electricity distributor. The distributor is the company which arranges the physical connection of electricity to the property. The times available would reflect the availability of technicians to complete the connection process.
• What are the timeframes for same day connections?
  If a same day connection has been arranged your connection will occur anytime between the time you lodged your order up to midnight.
• What does an electricity meter number look like?
  Meter numbers are usually 6-7 numbers long. They sometimes can have letters in front of the number.
• Do I have to be at home for an electricity connection to occur?
  In most cases you do not need to be at home - but you do need to make sure that the main electrical switch is in the off position and there is clear access to your electricity meter. The only time you would need to be at the property is if your electricity meter is located behind a locked gate that you cannot leave open for the technician or the electricity meter is located inside the building. The only exception to this is the connection process in QLD where if your power is disconnected a Visual Safety Inspection needs to be performed by the technician which requires you to be home for a 5 hour window during 8am-6pm before they will reconnect your electricity supply.

• Where is the gas meter?
  The gas meter is generally located outside the building at the ground level. In very rare circumstances the meter can be located inside the building.
• Where is my gas 'lever'?
  Your gas lever is located above the gas meter and is usually yellow or red in colour. It could also be a wingnut.
• What does a gas meter number look like?
  Gas meter numbers usually have an alpha numeric configuration and begin with two letters followed by 4 numbers. (XX1234). In some of cases this could just be a 6-7 digit number or have more letters at the start or end of the number.
• Do I have to be at home for my gas to be connected?
  In most cases you don't need to be home for your gas to be connected - as long as there is clear access to your gas meter. The only time you would need to be at the property is if your gas meter is located behind a locked gate that you cannot leave open for the technician or the gas meter is located inside the building.

• As a tenant - what am I responsible for in terms of water payments?
  As a tenant, you would be responsible for water consumption charges only. Your landlord (the owner) would be responsible for water rates charges.
• How often do I receive my water bill, because I haven't received one?
  Water bills are sent every two months. If you have not received one - contact your water company and/or landlord.

• The phone is on at my new address but has the disconnection occurred at the old?
  When your phone is relocated from one property to the next the phone line your previous property is automatically disconnected.
• When will my telephone be connected?
  Your phone takes up to 3-5 business days depending on the type of connection that is required. If an appointment for a technician to attend your property is required these generally have a longer lead time. Your phone is generally available for use at the end of the business day that the phone is due for connection confirmed on the SMS we have sent. This will be confirmed by an SMS which we will send to you.
• Why do I have to plug in a phone to confirm the connection?
  As the telephone line is located inside your property the technician can only confirm that phone line is active from the telephone exchange. Plugging in a handset the phone point ensures that there is a dial tone that has been established in the building.
• I've been asked to provide a Proof of Occupancy form. What is this?
  A proof of occupancy form is a copy of the Lease Agreement or Contract of Sale which proves that you are the person now occupying the property. This is required if the previous occupant has not disconnected their service or there is an outstanding debt.
• I’ve sent my Proof Of Occupancy form. When is it going to be connected? How long does it take?
  The phone line can take up to 10 business days to connect if the previous occupant has not disconnected their service. Once we have received your Proof of Occupancy form we will contact Telstra and confirm for you when this will be connected.

• Modem
  • What type?
    There are two types of modem we provide. A single port modem can only connect to one computer via USB or Ethernet cable which is supplied. Or, a 4-port Wifi modem, which has the capacity to connect up to 4 computers or devices (such as Smart Phones or Tablets) by Ethernet cable or wirelessly to many computers or devices by a wifi network.
  • When is it coming?
    The modem takes up to be 10 business days to be delivered once the phone is connected (for ADSL or Cable self-installation connections) by Australia Post. For professional installed connections by a technician the modem will be provided on the day of the appointment.
  • Do I have to connect it myself?
    For a self-install kit you do need to install this yourself. However, the kit comes included everything that you need to connect your service along with an installation CD which will guide you through the process step-by-step. If you are finding that you are unable to connect the service internet companies provide a technical support line which will be provided in the kit. You can also get your service installed professionally by a technician which does usually attract a fee for service.
• What type of connection am I getting?
  There are two types of connection for fixed broadband service which is through ADSL which is delivered through the standard telephone lines or Cable connection which utilizes the Pay TV lines. If you are unsure you can check this in the My Account section of our website.
• What's the password and email address?
  Your password and email address will be provided in a confirmation email sent to your nominated email address. These details are also sent by SMS.

• I missed my appointment. How quickly can I book in another?
  As appointment times are based on the availability of the technicians we will need to confirm the next available date with the company installing the service.
• Why can't I select which pay TV plan, channels, packages I want online?
  There is a range of current offers, packages and channels released by PayTV providers at a given time. It is easier if we go through these options on the phone with you. Therefore you can select the Foxtel or Austar product – and we will cover off on the details when we call you back.

• When will this be delivered?
  Your T-Box or T-Hub will be delivered up to 8 business days once your internet connection is activated via Australia Post.

• Why can't you get the account numbers?
  Under the provisions of the Federal Privacy Act companies are not allowed to provide this sensitive information. As a third party authority we are limited by the information that is provided.
• Why can't I give you the information if I'm not the account holder?
  Under the provisions of the Federal Privacy Act we are required to speak with the account holder to gain their permission to disconnect a service.
• Why have I received this Disconnection Reminder email?
  We provide this reminder to all of our customers because many home movers are so busy that they forget to disconnect services at a previous property. If you have received this email then it is purely as a help to you. If you have arranged the disconnections yourself directly with your providers - then please disregard.
• Do we charge for disconnections?
  We do not charge a fee to arrange disconnections for you. However, any fees or charges that you have under agreement with your supplier will still apply. Please contact your supplier directly if you are unsure of your obligations on this matter.