Connection fees where in-place reallocated

A complaint the TIO regularly receives is that a phone company has charged a New Service connection fee 'to reconnect an existing service'. Usually, this has happened because the cable pairs for the line to the house have been reallocated to another premises while the house was vacant, perhaps due to a shortage of lines in the area.

The TIO takes the view that a New Service connection fee should only ever be charged for new line connections, and that reconnection of 'in-place' services should never attract a new connection fee, regardless of whether or not the cable pairs have been reallocated to another premises.

Accordingly, the TIO expects that reconnection of an in-place service will attract an in-place connection fee rather a new connection fee. Where no work is required at the customer's premises to reconnect the service (such as the repair of the lead-in or first socket), the TIO expects a provider to charge no more than it would charge if the cable pairs had not been reallocated.

Where works in the 'competitive' area are performed (i.e. works beyond the first socket in a house or Main Distribution Frame in office and apartment buildings), providers will usually charge additional fees. An example of work that would attract charges in addition to the standard connection fee is the installation of extra sockets. In such cases, the TIO expects that the customer will be required to sign a work order to confirm the works completed and to accept additional charges. An exception is an emergency situation where it may not be practicable for the customer to authorise works before they are carried out.

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