FAQ | Metropolitan Communication Services – MCSConnect

General Questions

What is the difference between the network owner and a service provider?

The two biggest network owners are NBN and Telstra, they own the infrastructure and are who you will register with to obtain a provisioning letter. Service providers are the companies that you can sign up with for phone and internet services.

How much will documentation or conduit installation cost?

All pricing starts at $495 +gst and an exact price will be provided with a no obligation quote. Submit your application above by clicking on Application Form.

Will MCS change the biller on my invoice?

Yes, we will change the biller on any unpaid invoice. Email customerservice@mcsconnect.com.au with the new biller details and we will reissue.

Will MCS give me a refund if I select the wrong product?

If you are unsure about which product best suits your development, please talk to us first. MCS charge a $99 admin fee to process a refund.

How do I contact MCS for more information or an update?

Requests for both via email are preferred so send to us with an address and/or reference numbers to: customerservice@mcsconnect.com.au
We are available Mon-Fri 9am-4pm on 03 8592 8100.

Third Party Pit and Pipe Design

Who connects my service for a new home?

In most cases MCS has installed the underground conduit from your houses to the property boundary. We may also have installed the fibre optic cable which runs into the garage where the NBN equipment is housed on the garage wall. Upon completion you will need to arrange a connection through your retail service provider.

Will MCS complete street works connecting our new services to the existing network?

All works in the street are mobilised via a project which is issued by the network owner. Once the street works have been designed by the network owner they issue the project to a contractor. MCS are a preferred contractor but it may be that the project is issued to another contractor.

Can I submit my own design or one that has been completed by my consultant?

In some cases yes but it must comply with NBN/Telstra specifications. Most often the drawings completed by consultants do not meet the guidelines for G645.2017 standards. We are happy to brief you on the requirements, review your drawing and advise accordingly.

Is it ok to install conduits and pits prior to having approved drawings?

Yes, there are no rules governing when you install pits and conduits, but in order to comply we strongly advise engaging MCS Connect at least six months before build completion so that when the time comes for installation everything is approved and ready for construction.

Once my invoice is paid how long will it take to get: Install, Connection, Documentation?

Lead times differ depending on what you require.
One week minimum for a booking to install conduit and/or pits inside your property.
Documentation is provided once you have paid your network owner fees and provided us with confirmation of payment. Telstra provide an ‘agreement advice letter’ and NBN a ‘confirmation of payment letter’. All but three councils in Victoria will accept these letters with forms 1 & 2.
Connection is to be organised with a service provider once your site is fully provisioned.

I’ve accepted my quote what happens now?

MCS will issue you with an invoice which will need to be paid before any works are started. Please read the email we sent when you accepted our quote. There is a lot of information in it but please ask us if you are unsure about what applies to your development.

What is the lead time on getting a design completed?

On small developments the design is often completed within five working days from when your MCS Connect invoice is paid. For larger developments or multi-level constructions we would require a lead time of at least two weeks.

How much do pathway designs and NBN pre-designs cost?

Costs vary based on the size of your development, how much time it takes to design and the ease of gaining access to your plans in CAD format. No works will be started until we have your CAD drawings.

What services does MCS provide a quote for?

We install services inside your property and can produce VC-81 compliance documentation for your council. As a part of the VC-81 documentation we will register your development with the applicable network provider and complete forms 1 & 2. We provide Pathway Designs for vertical developments and also NBN pre-designs in Autocad format. You will save money by choosing our Bundled Package and if you are in an NBN area the Bundled will contain wiring for inside your houses. Please check with your electrician before choosing and ask if the phone, data and TV points will be installed.

When do I need to engage MCS?

Minimum timeframe is six months before your estimated build completion.

VC-81 Compliance

MCS provided documentation only. Who is responsible for installing conduit and connecting my house in the street?

The owner of the property is responsible for installing conduit inside your property. The network owner will make a contract with you (via an AFR or AYCA process) and is responsible for connecting you to a pit. Works in the street will commence once the contract process has been followed.

What happens if I completed building years ago but want to sub-divide now and council want forms 1 and 2?

VC-81 council compliance documentation is the only product we offer in helping you with this council requirement. Essentially you need the registration with the network owner and forms 1 and 2. It is via this process that you can obtain a provisioning letter that will satisfy the VC-81 legislation with council. Please note that the network owner may have charges for you.

Does MCS provide the documentation for council if I’ve finished building and my sparky has installed conduits?

Yes, we will offer the Managed VC-81 compliance package which includes a site survey. The survey is specifically for verifying that your materials and locations meet the G645:2017 standards.

Why does it take so long to obtain the VC-81 documentation for council?

You may experience delays when Telstra are in the process of handing your address over to NBN or if roll-out dates are shifted by NBN. It is our job to figure out who the network owner is but this could change during your build and even after you have obtained compliance with council.

How long does it take to obtain the VC-81 documents?

VC-81 documentation can be obtained in 6-8 weeks in a ‘best case scenario’ but the entire process can take up to six months. Councils differ on what they will accept and network owners change, so timeframes vary greatly.

I’ve accepted my quote what happens now?

MCS will issue you with an invoice which will need to be paid before any works are started. Please read the email we sent when you accepted our quote. There is a lot of information in it but please ask us if you are unsure about what applies to your development.