string(53) "https://www.aussiebroadband.com.au/help-centre/phone/" string(53) "https://www.aussiebroadband.com.au/help-centre/phone/"

Phone

Are your VoIP phone plans available for existing customers only?

VoIP is only available to eligible customers who are on the Aussie Broadband network and who use either ADSL, ADSL2+, Naked DSL, Wireless, NBN Wireless or NBN Fibre. If you would further information on VoIP click here or contact our Australian-based sales team on 1300 880 905.

BYO VoIP settings

If you have brought your own modem to use with Aussie Broadband, you will need to configure your VoIP to be compatible with our services also.

To access the basic settings to setup your modem to use its VoIP capabilities please click here.

This guide is for our Netcomm branded modem, but the settings will be universal across other VoIP capable modems.

We have also included some of the basic settings below.

Basic Sip/VoIP Settings:
SIP Proxy: AussieBB.nms1.voice.wide.net.au
SIP Registrar: AussieBB.nms1.voice.wide.net.au
SIP Outbound Proxy: AussieBB.nms1.voice.wide.net.au
AuthUserName: Username provided by Aussie Broadband
AuthPassword: Device password matching the subscriber
CidName: Username provided by Aussie Broadband
CidNumber: Username provided by Aussie Broadband

DNS settings:
Primary DNS: 202.142.142.142
Secondary DNS: 202.142.142.242

Note: In some devices you may need to set DNS to Manual in some units. It is recommended where possible the DNS is specified in your router and if applicable to your ATA if you have an external VoIP unit such as a Linksys SPA112, SPA3102 etc.

Dial Plans:

Please copy and paste the text and double check to make sure there is no spacing in between.

For all NetComm devices:

000|[*#]X[0-9*].#|**XX|*#X[0-9*].#|#*x[0-9*].#|00[1-9]xx.t|014XXXXXXX|016XXXXXX|0192X|0198XXXXXX|0[23478]XXXXXXXX|0500XXXXXX|11XX|123X|124XX|1251XX|1252XXX|1255X|1258XXX|1271X|130XXXXXXX|1802XXX|189XX|1[8-9]XXXXXXXX|[2-9]XXXXXXX|13[1-9]XXX|101|106|09XXXXXX

For all SPA devices:

(*xx|000S0|13[1-9]xxxS0|130xxxxxxxS0|180xxxxxxxS0|125xxxS0|#:>xx.:|0[2-9]xxxxxxxxS0|[2-9]xxxxxxxS0|106S0|101S0|09xxxxxxS0|001x.)

If you require your username and password, please speak with our support team by calling 1300 880 905.

Can I call 000 emergency services using VoIP?

Yes, you can call 000 emergency services using VoIP. However, it is recommended that you have another landline or mobile service available in the event that 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 landline, for the reason that your landline service is more stable in comparison. For example, your landline service is not likely to be susceptible to service disruption and isn't reliant on your internet service being active to make or receive calls. If the power is out, your VoIP adapter will fail to work. It is recommended that you have a non–powered telephone handset at your residence to make emergency calls with in the event of a black out.

Can I dial 190x numbers on my VoIP plan?

Unfortunately we don't support 190x number on our VoIP product.

Can I take my VoIP number with me if I relocate?

If you've been assigned a two-way or incoming number, and you're relocating within the same town, you can keep your current number. However, in the event that you're moving to a different area, we will have to assign you a new number.

Can I use my VoIP service outside of Aussie Broadband’s network?

Unfortunately we don't allow customers to connect to our VoIP service from outside of our network.

Choosing VoIP phone number or transfering existing landline number

Unfortunately you cannot choose your number, we simply automatically assign the next available in the range. You can transfer your existing landline number by requesting a number port.

Do I have to keep my home phone service when I join VoIP?

Unless you are on Naked DSL or Wireless, you will need to keep your current landline service active. This is important as it will maintain your ADSL service.

It is also recommended that this product is used in conjunction with your standard landline service and shouldn't be considered your primary method of making or receiving phone calls.

Do you safeguard my VoIP phone system by blocking high risk calls?

Absolutely!

Because VoIP phones and accounts can be vulnerable to hacking, Aussie Broadband automatically blocks all less frequently used international destinations.

This protects our customers and Aussie Broadband from scammers and large bills (the largest one we’ve ever seen was more than $10,000).

The list of destinations below are the international destinations that are not blocked.

Country Code
Argentina 54
Bangladesh 880
Belgium 32
Brazil 55
Brunei 673
Canada 1
China 86
Christmas Island 61
Cocos Islands 61
Colombia 57
Croatia 385
Cyprus 357
Czech Republic 420
Denmark 45
Fiji 679
Finland 358
France 33
Germany 49
Ghana 233
Greece 30
Hong Kong 852
Hungary 36
Iceland 354
India 91
Indonesia 62
Ireland 353
Israel 972
Italy 39
Japan 81
Lebanon 961
Luxembourg 352
Macau 853
Macedonia 389
Malaysia 60
Malta 356
Mauritius 230
Mexico 52
Netherlands 31
New Caledonia 687
New Zealand 64
Norway 47
Papua New Guinea 675
Philippines 63
Poland 48
Portugal 351
Romania 40
Russia 7
Singapore 65
Samoa 685
South Africa 27
South Korea 82
Spain 34
Sri Lanka 94
Sweden 46
Switzerland 41
Taiwan 886
Thailand 66
Tonga 676
Turkey 90
Ukraine 380
United Arab Emirates 971
United Kingdom 44
United States of America 1
Vanuatu 678
Venezuela 58
Vietnam 84
Zambia 260

Does my computer need to be turned on for VoIP to work?

No, your computer does not have direct connection to your VoIP service so you may turn this off.

Your VoIP adapter connects directly to your broadband modem/router so this will need to be powered on at all times for your service to stay connected.

Ensuring your IPND information is up-to-date

What does IPND stand for and why is it important to ensure it's updated?

The IPND is the Integrated Public Number Database, which 000 Dispatchers use to send Emergency services to assist you. The database helps them to associate phone numbers with a street address in an emergency when a person may be unable to provide that information. For instance, someone suffering a heart attack or a person hiding from a burglar may be unable to clearly state their address, so emergency services use the IPND to know where to send help.

My safety is very important to me, but so is my privacy.

Your privacy will be completely protected by the ACMA and unlisted numbers will remain unlisted. Accurate IPND data is a requirement under the Telecommunications Act and access to your IPND data is strictly regulated.

Do I need to update my IPND details if I don't have a home phone?

Yes, you should update your details whether you have a mobile phone, a VoIP phone, or a Fixed line phone.

The IPND stores the following:

  • Your name
  • Your phone number
  • Your current address details
  • Your preference for directory listing (listing, suppressed address, or unlisted)

Every phone service in Australia (fixed, mobile, and others) is stored in the IPND.

Can I "opt out" of the IPND database?

No. Provision of IPND data is mandated under the Telecommunications Act.

How do I update my IPND details?

You can update your details by contacting your friendly Aussie Broadband customer service team..

You can read more about the IPND here.

How are your VoIP calls billed, per second or per minute?

Calls are billed per second. A one minute minimum applies.

How can I keep my existing phone number?

We will do our very best to help you keep your existing phone number. There are a few tips to make the transition from fixed phone to VoIP a smooth one. If your existing fixed phone is with another provider, then we will need to port the number over to our VoIP service. The best way to do this is to ensure it's not a complex or fax line. We can port complex lines, but they generally take longer. Please advise us if you know the line is a complex or fax line.

It's recommended to wait until the number is ported successfully before calling up to cancel the existing account. If the account is closed by the other provider before the porting has completed, then we will need to try to retrieve the number. Porting can take several business days up to 6 weeks for complex and fax lines. If you have any questions our Customer Service Team will be able to assist you.

How do I make a call on a VoIP phone system?

It's easy! Simply pick up the handset that is connected to your VoIP adaptor and dial the number you wish to call. You should hear a continous tone when making calls via your VoIP service.

Is VoIP recommended for people who require Priority Assistance?

VoIP is not recommended for people who require 'Priority Assistance' and should not be considered a standard telephone service, as this service will cease to function in the event that power or internet connection is lost.

No Dial Tone Troubleshooting

This article provides information for no dial tone issues on your IP phone service.

Important: Have you power cycled? If not, turn off your router for 30 seconds and turn it back on and wait at least 5 minutes.

I have no dial tone!
IP Phone works over your internet connection. If you have no internet connection, your IP phone service will not work. Check to make sure you can access the internet.

I can access the internet but still have no dial tone
The next step is to identify where the issue is occurring. By default the phone is usually set up for line 1. If your phone is connected to line 2, simply connect it to line 1 and you should receive dial tone unless we have set it up for line 2. If that does not solve the problem, and you have a phone adapter/ SPA112  follow the steps below.

SPA112 Phone Adapter

Pick up your phone and dial **** (Four stars).

  • If you hear the automated voice menu then you have verified that your handset and phone cable is not the issue. At this point you will need to contact our support team for further troubleshooting.
  • If you do not hear the automated voice menu, then the issue exists with your handset or phone cable. Simply check that your cabling is connected securely, or test it with another handset and phone cable.

More Information
If you are unable to identify or resolve the issue, or have a VoIP router, please forward the details of the problem to us so that we can assist you in troubleshooting this issue. The more information you can provide us, the quicker it is for us to determine the problem. Please call our Customer Service Team on 1300 880 905.

VoIP Settings TP-Link VR600v

The VoIP settings TP-Link VR600v requires a slightly altered setup. Here's a handy little guide to walk you through the process.

Step 1: Log into your TP-Link router:

You can do this usually with either of these two options.

192.168.1.1 or http://tplinkwifi.net

Once logged into the router then head over to telephony.

TP-Link VoIP setup

Step 2

Click on modify

Tp_link router voip setup 2

Step 3

Click the arrow down for advanced options

 

TP-link VoIP setup 3

Step 4

Enter the information as follows below. The phone number and the authentication ID is the SIP number. If you don't have your SIP number or password for your VoIP, then please give our Customer Service Team a call on 1300 880 905.

TP-Link VOIP setup 4

What do I need to get a VoIP phone system up and running?

To get your VoIP service up and running, you'll need the following:

  • A Phone Handset: VoIP work just like a standard home phone service. To start using it, simply plug your phone into your VoIP compatible router or VoIP ATA.
  • VoIP ATA: This device allows you to connect your handset to make and receive phone calls via your VoIP service.

Contact us on 1300 880 905 for more information and to get everything you need sorted out.

What is VoIP call quality like compared to standard telephone line?

Our VoIP product is a premium grade service. Under normal circumstances the sound quality is the same when compared to a standard landline service. Call quality can be affected by bandwidth intensive applications on your individual connection.

What is VoIP?

VoIP or Voice over IP is a telephony based service which utilises your Broadband internet connection to make and receive phone calls. Making use of the internet in this way means the cost of calls can be significantly lower, in some cases this can also be free. To see our plans and pricing for VoIP services click here

What type of calls are excluded from my VoIP monthly plan?

Calls such as calls to international numbers, premium numbers, directory assistance are charged in addition to the Monthly Fee and are not shown in the plans above.
Included calls are subject to the Aussie Broadband Fair Use Policy and Acceptable Use Policy, not for telemarketing business purposes. For details of charges for call types not listed above, call us on 1300 880 905.

Who can call my VoIP number?

If you have been assigned a two-way or incoming number, anyone can call you. Your service simply acts like a standard landline service. If you only have a one-way number, only people connected to the Aussie Broadband network can call you.

3 Way Chat

This article provides information about the 3 Way Chat feature.

How do I use it?

To put existing call on hold and make a new call:

  • Press RECALL
  • Listen for dial tone
  • Dial the number
  • Wait for them to answer

To add them to 3 Way Chat

  • Press RECALL
  • Listen for Dial Tone
  • Press 3

To split a 3-Way Chat (this will put one call on hold):

  • Press RECALL
  • Listen for Dial Tone
  • Press 2

To switch between calls:

  • Press RECALL
  • Listen for Dial Tone
  • Press 2

To hang up one call and return to the call on hold:

  • Press RECALL
  • Listen for Dial Tone
  • Press 1

Anything else I need to know?
3-Way Chat is available to use on your phone now. While you are in a 3-Way Chat your Call Waiting will not work, but, if set, your Call Forward Immediate or Busy will still work.

Call Back

Have your call completed when the phone number you are calling becomes free.

Cost

Call charges apply for using this feature.

How do I use it?

To arrange a call for Call Back

  • When you hear busy tone
  • Press RECALL
  • Dial *37#
  • Listen for the announcment
  • Hang up

To Cancel a Call Back

  • Pickup the phone
  • Dial #37#
  • Hang up

Anything else I need to know?

Call Back is available to use on your phone now. The busy destination will be monitored for 45 minutes. Call Back will not work for all calls, eg calls to some business numbers, Operator Assisted Services and international destinations and to phones on some other carriers' networks. A maximum of five Call Back calls can be arranged at any one time. Call Back requires a tone phone, preferably with distinctive ring capability.

Call Forward

This applies to Fixed Line Telstra Services Only

*Note: These settings will not work on VoIP phones.

Home Phone Support Call Forward

This article describes the use of the Call Forward feature

Forward your home or office number to your mobile phone.

Cost

Charges apply for call forwarded Calls

Options
Option 1: Call Forward Immediate - How do I use it?

To immediately forward all incoming calls

  • Pickup the phone
  • Dial *21(the number to forward to)#
  • Hangup the phone

To turn Call Forward Immediate off for all incoming calls

  • Pickup the phone
  • Dial #21#
  • Hangup the phone

Option 2: CCall Forward No Answer - How do I use it?

To forward all incoming calls when there is no answer

  • Pickup the phone
  • Dial *61 followed by the number you wish to forward to.
  • Hangup the phone

To turn Call Forward No Answer off

  • Pickup the phone
  • Dial #61#
  • Hangup the phone

To set the destination and ‘time in seconds’ before the call is forwarded

  • Pickup the phone
  • Dial #61 followed by the number you wish to forward to then
  • Dial * the number of seconds then #
  • Hangup the phone

Anything else I need to know?

Call Forward No Answer is available to use on your phone now. Default is 20 seconds (approximately 7 rings) before a call will be forwarded. Can be set from 5 to 60 seconds.

Option 3: CCall Forward Selected Callers - How do I use it?

Set-up a ‘Selected Callers List’ containing up to 15 phone numbers to be forwarded to another number.

To turn Call Forward Selected Callers on

  • Pickup the phone
  • Dial *92# followed by the number you wish to forward to.
  • Hangup the phone

To turn Call Forward Selected Callers off

  • Pickup the phone
  • Dial #92#
  • Hangup the phone

To check if Call Forward Selected Callers is on or off

  • Pickup the phone
  • Dial #92#
  • Hangup the phone

To set-up an entry in your ‘Selected Callers List’

  • Pickup the phone
  • Dial *87# and enter your PIN followed by *
  • Listen to the announcement
  • Dial 4*
  • Listen to the announcement
  • Enter the position number
  • Press #
  • Listen to the announcment
  • Hangup the phone

To remove a number from your ‘Selected Callers List’

  • Pickup the phone
  • Dial *#87# and enter your PIN followed by *
  • Listen to the announcement
  • Dial 4*
  • Listen to the announcement
  • Enter the position number
  • Press #
  • Listen to the announcment
  • Hangup the phone

Call Return

Home Phone Support Call Return

This article describes the Call Return feature

What is Call Return? Call Return lets your find out the number of your last unanswered call (except for blocked numbers).

Cost

Applicable usage charges and normal call charges apply if you return the call.

How do I use it?

To retrieve the number of your last unanswered call

  • Pickup the phone
  • Listen for dial tone
  • Dial *10#

Call Waiting

Home Phone Support Call Waiting

No need to miss an important call just because you're on the phone. The Call Waiting tone (two beeps every five seconds) lets you know that there's a call waiting to be answered.

Cost

There is no cost to use Call Waiting.

How do I use it?

To turn Call Waiting ON

  • Pickup the phone and listen for dial tone
  • Dial *43#
  • Listen for the announcement
  • Hangup the phone

To turn Call Waiting OFF

  • Pickup the phone and listen for dial tone
  • Dial #43#
  • Listen for the announcement
  • Hangup the phone

To check if Call Waiting is turned ON or OFF

  • Pickup the phone and listen for dial tone
  • Dial *#43#
  • Listen for the announcement
  • Hangup the phone

To answer the incoming call when already on a call or switch between calls

  • Press RECALL
  • Listen for Dial Tone
  • Press 2

To hang up one call and return to the other

  • Press RECALL
  • Listen for Dial Tone
  • Press 1

To reject the incoming call when already on a call

  • Press RECALL
  • Listen for Dial Tone
  • Press 0

Anything else I need to know?

Call Waiting is turned on and available to use for most new Aussie Broadband connections. Once it's on, it stays on unless you switch it off, but it won't work during a 3-Way Chat.

Calling Number Display

Identify who is calling you by displaying the caller's telephone number (unless the number is blocked).

Cost

Calling Number Display is $6 per month.

How do I use it?

When your phone rings, simply look at your display screen. After a while you'll recognize the numbers of the people who call you regularly. Some phones, such as the T1000C Calling Number Display rental phone and the CR2000 Cordless rental phone, can be programmed to store a short list of numbers and names in memory, so that you can see the name of the caller.

If you're busy or unsure of the number, you can store the number and return the call later. Storing or logging of a limited number of calls (call record) is a standard feature of most display telephone equipment. If you would like Calling Number Display, please call us on 1300 880 905 or go to https://my.aussiebroadband.com.au to activate it.

Anything else I need to know?

Call ID is not displayed when:

  • A silent line or unlisted number;
  • A caller who has chosen to block their number;
  • A caller calling from overseas; or
  • A caller whose telephone service is provided by a carrier or service provider not participating in Calling Number Display, or who requires the caller to request that this feature be enabled.

Monthly charge applies. Available most areas. Available on tone phones in most areas. Call Waiting Display capable telephones are designed to mute the receiver for 1-2 seconds while the details of the caller's number are sent to the telephone. This may cause a brief interruption to the conversation. Occasionally, some telephones may mistakenly respond to a caller's voice or external noise and cause a false muting of the telephone receiver.

Can I have Priority Assistance applied to my home phone service?

Priority Assistance is a service for residential customers who have (or have an individual at their residence who has been) diagnosed with a life threatening medical condition. This service feature is designed to provide the highest level of service available, at any time, in the event of a service failure.

Unfortunately, at this time, Aussie Broadband cannot offer Priority Assistance. We therefore recommend that you take this into consideration when proceeding with an application.

Can I select just local calls and line rental on my home phone plan?

Unfortunately not. We ask that you have your local, national, mobile and international call carriers with us. If you choose to pre-select another provider you'll automatically lose your bundling discount and any extra features that may be part of your service.

Do you need a broadband service to access a home phone service?

Yes. To access our phone service you must have a broadband service with us, either an NBN, ADSL / ADSL2+ or Wireless. There are great benefits when bundling your phone and broadband services.

Do you offer disability equipment or discounts on your home phone plans?

Aussie Broadband does not offer equipment with specific functions for people with disabilities, but if you require advice about these we recommend you visit the Accessible Telecoms website. If you rent disability equipment such as TTY phones from your current provider, we can take this equipment over and continue to bill you for it. Please note that we do not currently participate in any subsidy programs under the ‘Disability Equipment Program’ and therefore are unable to offer a discount at this time. We recommend that customers with specific disability needs (including TTY equipment) consider these factors before proceeding with an application.

Dual Phone & Fax Line

This feature gives you a second phone number on your existing phone line, which can be used for a fax service. You need to have a compatible fax machine to use this service

Cost

This feature costs $6 per month

More Information

Using this feature allows you to receive faxes on a separate fax number, and distinguish fax calls from phone calls using distinct ring tones (On a compatible phone).

Home Phone Features

Want to use your home phone features but aren't sure how? This article provides information about activating and using your home phone features.

How to activate and use your home phone features
All fixed line services come with standard and optional features. Click on the links for information about activating or using these features.

Standard

Optional

How do I apply for a new home phone connection?

As of 12/10/2018, Aussie Broadband no longer offers ADSL or Fixed Phone services to new customers.

  • We will continue to provide existing ADSL and Fixed Phone services to current customers.
  • We will allow existing customers to relocate their current ADSL or Fixed Phone services
  • We will allow existing customers who currently have an nbn service to relocate to an area where there is no nbn and connect ADSL and Fixed phone services.
  • New fixed wireless customers who want to keep their fixed phone service are recommended to leave their fixed phone with their current provider.

How do I organise my home phone relocation?

You need to call us as soon as you know the details of the relocation. Note that we require a minimum of three working days notice to relocate a phone service.

How long does a new phone connection take?

We will aim to supply a standard telephone service on the date that you require it to be connected. However, it will not always be possible to make firm arrangements at the time of your application. Further, a commitment date may sometimes have to be changed (for example, due to damaged infrastructure at the new location).

A standard telephone service can only be provided where relevant Local Government and/or State/Territory planning approval exists or can be reasonably assumed.

The timeframes within which we aim to supply standard telephone services are specified below:

In-place connection:

An ‘in–place connection’ is the connection of a standard telephone service at a site where a previous working standard telephone service has been cancelled and is available for automatic re-activation. No additional connection work between the network boundary at the site and the local telephone exchange, or at that exchange, is required.

Where these conditions are met, the telephone access network/line is electrically and physically intact through to the first telephone socket on the site (or Main Distribution Frame for multiple lines) and a technician does not need to visit the site or the local telephone exchange. In these circumstances, we will firstly aim to supply the standard telephone service on the date the customer requires it to be connected, or at a later date if agreed to by the customer, otherwise, within two working days of the date of the customer’s request.

If these conditions are not met, the service will be connected in accordance with the relevant situation categories and associated timeframes set out in the sections below.

Readily accessible to infrastructure that we can use:

Where a site is readily accessible to telephone network infrastructure that we can use, and there is sufficient network infrastructure capacity to effect service connection (e.g. local telephone exchange, main cables, distribution cables, radio distribution systems and lead-ins), we will aim to supply the standard telephone service on the date the customer requests it to be connected.

If this cannot be done, we will aim to meet the following timeframes, or supply the service on a later date requested or agreed to by you:

  • Urban area: within five working days from the date of the customer’s request.
  • Major rural area and minor rural area: within 10 working days from the date of the customer’s request.
  • Remote area: within 15 working days from the date of the customer’s request.

Timeframes for supply are generally consistent with those used in the Telecommunications (Customer Service Guarantee) Standard 2000.

Not readily accessible to infrastructure that we can use:

Where a site is not readily accessible to telephone network infrastructure that we can use (e.g. no local telephone exchange, no main cables, no distribution cables, no radio distribution systems or no lead-ins), or where telephone network infrastructure exists but has insufficient capacity available (e.g. no spare distribution cables, network element(s) re–allocated or removed, or no useable lead-in cable), additional time will be needed to install the required network infrastructure.

If we cannot supply the standard telephone service on the date the customer requires it to be connected, we will aim to supply the standard telephone service within one month (equivalent to 20 working days) from the date of the customer’s request, or on a later date if requested or agreed to by the customer.

The working day equivalent timeframes are used by us for reporting purposes under the Telecommunications (Customer Service Guarantee) Standard 2000.

Unusual/exceptional circumstances:

We reserve the right to supply the standard telephone service outside these timeframes if our ability to supply standard telephone services is affected by circumstances beyond our control. Some examples include:

  • Damage to an exchange facility by a third party;
  • Natural disasters or extreme weather conditions that cause widespread service outages and restrict connection of standard telephone services;
  • A request by a public authority to provide emergency communications services that restricts connection of standard telephone services;
  • A Commonwealth, State or Territory law that prevents us from supplying a standard telephone service (for example, the service is to be located in a hazardous/dangerous area or where occupational health and safety obligations for staff may be contravened);
  • Where significant environmental impact issues need to be resolved;
  • Where there is protracted delay in obtaining third party land access or relevant authority approval for network facilities’ installation;
  • Where delay is caused by an equipment supplier/manufacturer; or
  • Where delay is caused by a customer, for example, due to the non–completion of building construction work or the completion of suitable lead–in trenching.

Our right to supply standard telephone services outside the timeframes described above only applies while the unusual/exceptional circumstances apply.

How much does a home phone relocation cost?

  • Standard relocation to an existing line: $59 for the first service and $59 for each additional service connected at the same time.
  • Relocation which requires a technician visit: $125; and $75.50 for each additional service connected at the same time.
  • Relocation which requires a brand new line: $299; and $179 for each additional service connected at the same time.

How reliable is Aussie Broadband’s home phone service?

Our phone service uses the same network used by most other Australian providers. You can expect the same reliability and integrity as previously experienced in the past. Plus, you get access to super fast broadband at great rates when you bundle!

I no longer wish to have a home phone service with Aussie Broadband

If you decide that you no longer wish to use our phone service, you should contact your new chosen provider, who will be able to arrange a transfer of your service. We will be sad to see you go, but will be happy to remain as your broadband provider, however, you will lose the benefits associated with bundling your phone and broadband services together.

No Dial Tone

This article provides information for troubleshooting no dial tone.

I have no dial tone!

If your phone does not have dial tone when lifting the receiver, several steps can be taken to rectify this.

  • The most common (and often overlooked) cause is a loose or disconnected cable. Ensure the phone cable is firmly connected at both your handset and the wall point. Phone cables should have a plastic clip which locks the connection in place. If your cable does not have this you will need to replace it.
  • An old or broken phone cable - check along your phone cable to ensure the line appears in good condition. Any section that is missing some of the plastic shielding will be exposed and will almost certainly cause problems. On top of that, phone lines that are old may have deteriorated over time. Test your handset with a new phone cable (preferably below 3m's in length)
  • Your wireless handset may be having communication problems back to the base station. Rule this out by switching your wireless handset with a wired handset. If you are already using a wired handset, try to obtain another to rule out an issue with the phone itself.
  • One of your filters or wall points may be faulty. Perform an isolation on your handset by simply disconnecting all telephone devices (including alarms, faxes, filters, and modems) and running your phone directly to your main phone point. If you are unsure which is your main phone point, simply try this on all phone points until you get dial tone.

I have tried all the above, but I still have no dial tone

Note:  If you are connecting your fixed line service for the first time, or have just organized a churn of your fixed line service, you might be experiencing a brief downtime of your service due to a pending connection or churn-in-progress. If you are not sure whether this may be the case for you, please contact our Sales department for a status update on your fixed line service.

When all other options are exhausted, it may indicate that the issue cannot be resolved on your end. Please contact our Helpdesk immediately so that we can work to resolve this issue. We recommend calling us from a mobile or alternate phone service as emails may be responded to more slowly. If you cannot contact us by phone or email, please submit an information request with the details of your problem, including the steps already tried to resolve the issue.

Silent Number

Use this service if you do not wish your number to be displayed when making calls. Your phone number will also not be recorded in public phone directories

Cost

Silent Numbers cost $3 per month.

Silent Numbers

To enable the silent number feature for your service, please contact our Sales department.

Your phone number will still be disclosed:

  • To the emergency service number 000;
  • To an internet service provider with ISDN access or an 0198 dial-in number;
  • When you send a text message or reply to a Talking Text Message from your Home Service; and
  • When you use another carriage service provider's network by using a network override code.

Switch existing home phone service to Aussie Broadband

In most cases, we can transfer your existing phone service across within 5 – 10 business days. If you don't have an existing phone service, and wish to get one through us, the process is a little longer; taking up to 30 business days.

What information do I need to provide for a home phone relocation?

We first need permission from the phone lease holder, if this is not you, then you will need this person with you when you make the relocation call.

We need the exact address details of the new location, and if you have the old phone number of that location, this would also be beneficial.

Advise us of the date you wish to have your old service disconnected and your new service connected.

Any other information you think will help us with your phone relocation.

What is the call quality like on your home phone plans?

Our phone service is a premium product. You shouldn't notice any difference in the quality of your phone calls.

What should I be aware of during a home phone relocation?

  • Phone relocations generally take three working days, providing that a new line or a technician visit is not required.
  • You will not always be able to keep your existing phone number.
  • We cannot relocate your ADSL service until the phone line at your new address is connected. Even then, it will take 5 to 10 days before your ADSL is active.

Please note: ADSL Relocation incurs an additional cost of $50 on a 24 month contract or $110 on a no contract and wishing to keep your existing contract.

What should I do before signing up for a new home phone connection?

As of 12/10/2018, Aussie Broadband no longer offers ADSL or Fixed Phone services to new customers.

  • We will continue to provide existing ADSL and Fixed Phone services to current customers.
  • We will allow existing customers to relocate their current ADSL or Fixed Phone services
  • We will allow existing customers who currently have an nbn service to relocate to an area where there is no nbn and connect ADSL and Fixed phone services.
  • New fixed wireless customers who want to keep their fixed phone service are recommended to leave their fixed phone with their current provider.

Before starting the signup process, you will need to have the following details handy:

  • The correct address of the premises to which you want to connect the phone service;
  • Valid credit card or direct debit details;
  • A mobile or other contact number;
  • A current valid email address; and
  • The last connected number at the premises, if possible. This can be obtained by calling 127 22 123 from a telephone handset at the new premises, providing that the line is still connected.

Free Crisis Numbers - All phone services

The following crisis numbers are provided free of charge across all our voice services for customers. This includes Mobile, VoIP, Fixed Phones SIP Trunks, and Hosted PABX.

This list may expand in the future.

Free Crisis Numbers

Emergency calls 000
Beyond Blue 1300 224 636
Family Drug Support 1300 368 186
Lifeline 13 11 14
Men’s line Australia 1300 789 978
State emergency services 13 25 00
Suicide Call Back Service 1300 659 467
1800 RESPECT: National Sexual Assault, Family and Domestic Violence Counselling Line 1800 737 732
Kids help line 1800 55 1800
National Disability Abuse and Neglect Hotline 1800 880 052
Veterans and Veterans Families Counselling Service 1800 011 046
Reverse Charges 12 550
Reverse Charges 1800 662 274 (1800NoCash™ - Telstra Service)
Reverse Charges 1800 738 3773 (1800 Reverse)
Reverse Charges 1800 686 323 (1800 MUMDAD)

Scam Calls - How to identify them?

Scam Calls are on the rise and it's becoming increasingly difficult to decipher whether it's real or a scam. This information section will list the most recent scam calls to keep you in the know.

Types of Scam Calls:

The latest scam call is a person pretending to be the NBN Co. They inform you that maintenance will be performed and your internet will be disconnected. They then try to get your personal and financial details.

*Do not trust anyone calling to inform you that your internet will be disconnected. Instead, hang up and call us directly on 1300 880 905. That way you know what's fact and what's a scam.

Do you wish to keep your phone number?

This auto dialer scam call will start off with a variation of the following: The nbn™ is about to go live in your area. If you wish to keep your phone number, please press 1 now. 

DO NOT press 1. 

If you get this call, please hang up your phone. This is not part of the process to converting your fixed phone over to VoIP. If you have concerns about losing your phone number, do not hesitate to call us on 1300 880 905. We will double check your account.

Aussie Broadband will never call you and request you to press 1 to keep your phone number.

Your phone will be disconnected by X date.

This is another scam call circulating around and it's confusing because the nbn™ is removing legacy copper connections. However, Aussie Broadband will not call you to simply say that your phone will be disconnected in 2 weeks. If you have submitted a phone port with us, don't hesitate to call us to check up on the application.

You have a debt to the ATO and they will give 50% off if you pay in the form of iTunes or Google Play cards.

The ATO are not going to call you and demand payment in the form of iTunes or Google Play. If you are concerned about this, then it's advised to call the ATO directly. Call the ATO directly, do not call any numbers the scammer provides. You can find more about this scam on the ATO Website.

I think I've received a scam call, what should I do?

If you are ever concerned about a scam call or want to check the legitimacy of a call, then call us on 1300 880 905.

I may be a victim of a scam, what do I do?

If you have sent money or provided bank or personal details to a scammer, then it's advised to file a police report immediately. I would also advise contacting your bank and consider taking swift action to prevent any theft.

How do I report a scam?

You can report scams to the ACCC Scamwatch here. We do not report scams on your behalf, but we can check up on your account and confirm that phone numbers, etc are safe from disconnection.

Still not found what you’re looking for?

Our team of experts would love to help you out. Speak to one of our friendly support staff today.

Same great enterprise services,
now under our Aussie Broadband name

As of May 23, we’ve transitioned to Aussie Broadband Enterprise and retired the Wideband Networks brand. Don't worry! Other than the name, nothing has changed. We're still offering the same high quality enterprise services as always.

1500+ 5 star reviews

Where should we send your brochure?

We take your privacy seriously and will never share your information with anyone.