What happens after I submit my application?
Once you lodge your application and provide your consent for us to contact you, we will call you to verify your request. This is a short call to confirm you're comfortable with us acting on your behalf and to verify the services and suppliers you have selected. When the call is complete, we will contact your chosen suppliers to progress your requests. We’ll then email you an outline of the next steps for each service, so you know what to expect. If you have any questions about your application, you can contact our team on 1300 096 646.
Why does R&W Connect ask for personal details like ID type and date of birth?
R&W Connect collects identification details so that we, and the service providers we work with, can set up your accounts and verify your identity. R&W Connect does not sell any information about our customers to third parties.
We may use your contact details to communicate with you about our services and will only send marketing communications with your consent. You can opt out of marketing communications at any time by writing to us at privacy@connectnow.com.au.
Click here to view the privacy policy.
Can I cancel or change my connection request?
If you need to amend or cancel your connection request, please contact us on 1300 096 646 as soon as possible. Whether changes can be made will depend on the supplier and how far your order has progressed. Our team will review your request and advise you of the options available.
Where are my electricity main switches?
Main switches can be found in the meter box and secondary switches can be found inside your property.
For your electricity reading or connection to occur, there must be clear access to the meter and main switch between 6am and 12am (midnight). Please ensure there are no locked gates, locked meter boxes, overgrown bushes, or other hazards preventing access. If the power is disconnected at your property, please ensure your main switch is left in the off position or your connection may not occur.
If you live in South Australia, electricity technicians must have access to the main switch and meter box. If the main switch is located inside your property, someone will need to be home for the technician appointment. If you’re unable to be home, please call us on 1300 096 646.
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. Even when the main switch is accessible, technicians may not turn it on due to safety requirements - 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?
Electricity distributors regulate the visual safety inspection process and the timeframes are dependent on the availability of technicians in your area. You are only required to be at home if the power has been disconnected. In this case, if no one can attend a visual inspection between 8am–1pm or 1pm–6pm, customers in Queensland may leave keys in the meter box as a last resort if the property is completely vacant. This option is not available in other states.
What are the timeframes for same day connections?
If a same day connection has been arranged your connection will occur anytime between when your request was confirmed up until midnight.
What does an electricity meter number look like?
Meter numbers usually consist of between 6-7 digits. They may include 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 for your electricity to be connected. A standard meter read will occur between 8am–6pm.
In Queensland, if the power at your property has been fully disconnected, a Visual Inspection may be required. These inspections take place between 8am–1pm or 1pm–6pm. If no one is available to attend and the property is completely vacant, keys may be left in the meter box as a last resort to allow the inspection to proceed.
Where is the gas meter?
The gas meter is generally located outside and down the side of your property at the ground level. In some 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.
What does a gas meter number look like?
Gas meter numbers usually have an alpha numeric configuration and begin with two letters followed by four numbers. E.g. XY1234. In some of cases the meter number could just be a 6-7 digit number or have more letters at the start or end of the number. The meter number can usually be found under the barcode or engraved on the meter itself.
Do I have to be at home for my gas to be connected?
In many cases you don't need to be home for your gas to be connected, provided there is clear access to your gas meter. The only time you may need to be at the property is if your gas meter is located behind a locked gate that you can’t leave open for the technician or if the gas meter is located inside your property.
Modem
What type?
There are different types of modem options available depending on your internet connection. If a modem is required, you can purchase one through R&W Connect when arranging your internet connection. If you’re unsure which option you need, we can help confirm the requirements for your connection.
When is it coming?
Modem delivery timeframes vary by retailer and may take up to 14 business days. Delivery tracking details are provided by your retailer once your order has been confirmed.
Do I have to connect it myself?
For a self-install kit you’re responsible for installing your own modem. The self- install kits include everything you need to connect your service along with installation instructions which will guide you through the process step-by-step. If you experience difficulties, your internet retailer can provide technical support or technician assistance.
What type of connection am I getting?
The type of broadband connection available depends on your address. When you speak with us to set up your service, we’ll confirm your connection type eligibility to help determine the appropriate provider and plan. Once your service is connected, you can also check your connection type on your service provider’s account page.
I missed my appointment. How quickly can I book in another?
As appointment times are based on the availability of technicians, we will need to confirm the next available date with the company installing your service.
Why can't you provide the account number for my current provider for disconnections?
Your account number will be used by your current service providers to verify your identity and manage your account. To protect your privacy and account security, you’ll need to obtain your account number from your records.
Why can't I give you the information if I'm not the account holder?
Service providers generally require the account holder to consent to the disconnection of a service. This will depend on the internal policies and obligations of your current service providers, but it is unlikely that they will accept disconnection requests from you if you are not the account holder.
Why have I received this Disconnection Reminder email?
This reminder is sent to help customers ensure their services at their previous address is disconnected. If you have received this email but already arranged your own disconnections, please simply disregard it.
Do we charge for disconnections?
R&W Connect does not charge a fee to arrange disconnections. However, any fees or charges under your agreement with your supplier may still apply. Please contact your supplier directly if you are unsure of your obligations on this matter.