ORDERING

If you are not an existing customer, and have decided to sign up to Comcen you will need to know the process. The first thing you need to do is hit the sign up button and fill in our online form. Once the order has been sent to us, we will begin the provisioning process.

The type of service you have signed up for, will dictate the time it will take to provision the service.

If you have signed up for an ADSL1 only, the process under normal circumstances takes between 3 and working 7 days and is as follows;

a) Order sent to Comcen for processing

b) Order sent to Telstra for Pre-qualification Once they receive our order, Telstra conduct a series of tests (eg, type of phoneline, products on that line, distance from the exchange etc) to make sure that your phoneline can get ADSL.

Testing time varies depending on each individual connection.

c) Confirmation received from Telstra

d) Order accepted by Telstra - awaiting cutover date

Once the prequalification tests are completed and have established that your phone line can support a Broadband connection, we are sent an order confirmation.

What happens now?

At this stage, Telstra adds the order to a queue of pending Broadband accounts and sends a Technician out to your exchange to manually 'Cutover' (configure) an ADSL port if one is available.

What if an ADSL Port is not available at my exchange?

All Telephone Exchanges have a certain number of ports installed available for ADSL use. If your Exchange has reached its port capacity new ports will need to be installed. If this is the case we will contact you (usually by email) and let you know. If possible, we will include an ETA (Estimated Time of Arrival) of when Telstra expect the port to be installed. Your order will go onto a port queue in order of first come first serve. Once the new ports have been installed they are cutover.

e) *Estimated Cutover Date received by Telstra

This is the date when the port at your exchange will be manually configured for the ADSL connection. Once this happens the connection is then coded into your phoneline and then finally completed.

*Please note that this date is a tentative ETA (Estimated Time of Arrival) supplied by Telstra and is subject to change at anytime.

f) Order completed. Modem/completion email sent to customer.

Once we're been notified that your ADSL account has been completed we send out the modem to you via overnight delivery. If no modem is required we email the connection details to the email address supplied on your form.

Please note that this date is a tentative ETA (Estimated Time of Arrival) supplied by Telstra and is subject to change at anytime.

g) Customer Connected.

The ADSL is now complete and you're ready to start surfing.

ADSL1 Bundle

If you have signed up for an ADSL1 bundle(Telephone and Internet), and are a new Comcen customer, the process under normal circumstances takes between 3 and working 7 days and is similar to the ADSL1 standalone except your Telephone service is brought across to Comcen also in the process. The transfer of your Telephone service is seamless with no downtime whatsoever.

If you are an existing Comcen ADSL1 customer, and have chosen to "bundle" your Home Telephone to enjoy our discounts, your current ADSL1 connection is not effected. We will transfer your Telephone service across from your existing Telephone carrier, and once again the transfer is seamless to you with no downtime whatsoever.