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Frequently Asked Questions

How do I make a call?

Simply pick up the handset that is connected to your VoIP adaptor. When your VoIP adaptor is also connected to your home phone, your service will pass calls to your home phone when your broadband service is offline.

Listen for a continuous tone when making your calls; this will indicate that your calls are being made on your VoIP service, rather than your home phone line.

Who can call me?

If you have an incoming number (Complete & Super Pack Plans) anyone can call you. If you are on the Basic plan, only people connected to the Aussie broadband network can call you.

Does my computer need to be turned on?

No. Your VoIP adaptor connects directly to your broadband modem. Both your broadband modem and VoIP adaptor need to be turned on, and your computer can be turned off.

Can I take my VoIP phone number with me when I move?

If you are moving within the same town, yes; if you are moving to a different area, you will be assigned a new phone number.

Can I choose my own number, or transfer my existing number?

If we need to assign you a number, it will be assigned for you. If you are on a Fixed Wireless service or a Naked DSL service you can port (transfer) your existing phone number to your VoIP service.

Will my number be listed in the White Pages?

At this stage, it’s not possible for us to list your number in the White Pages.

Do I have to keep my landline telephone line?

Unless you are on Naked DSL or Fixed Wireless and VoIP, you will need to keep your current phone line. In order to maintain your ADSL connection, you must have a standard telephone line. To use our VoIP service it must be used on one of our broadband internet products.

It is also recommended that this product is used as a second line service and not as the primary telephone line.

As VoIP utilises your broadband connection, any interruption to your internet connection will affect VoIP services. Unfortunately, problems with the network arise from time to time and, while we endeavour to fix these problems as quickly as possible, those people that rely on VoIP more than others will ultimately be affected the most. A power outage that affects your ADSL modem will have a similar effect on your VoIP.

This is why we recommend that you maintain another fixed line service or mobile phone with signal available as your primary line, particularly in the case of an emergency.

Can I call 000 emergency services using VoIP?

Yes. However, it is recommended that you have another fixed line service or mobile phone with signal available in case you have to make an emergency call. Aussie broadband accepts no responsibility for you not being able to make or receive emergency calls while your service is unavailable.

It is recommended that emergency calls are made from your primary line. This is because the primary line is more stable than the VoIP service. For example, the primary line is not affected if the Internet connection is unavailable. If the power is out, the handset used for VoIP will not function. It is recommended that you have a non–powered telephone at your residence to make emergency calls when the power is down.

What is the call quality like compared to a traditional phone call?

Aussie Broadband’s VoIP is a premium grade service. Under normal circumstances the sound quality is the same as a normal home phone service. Call quality can be affected by bandwidth intensive applications on your individual connection.

Can I dial 190X numbers?

At the present time you cannot dial 190X numbers on VoIP. If you want to dial 190X services you should use your landline phone service (if you have one).

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