To add a phone package to your service with us, please contact our Customer Care Team. To learn more about our phone packages click here.
Phone Calling
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How can I add a phone to my plan?
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Can I call phone numbers and countries outside of my plan?
Yes, you can. These will be added to your next bill. For a list of charges and countries click here.
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Can I get a record of my phone calls?
For a transaction list of phone calls, please contact our Customer Care Team.
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My phone line is not working
If your phone line is not working, please check that your telephone handset is correctly connected to the VOIP1 port of your modem router. You may also need to reset your modem by following the steps below:
- Unplug your telephone handset from the VOIP1 port on the back of your modem.
- Power off your modem and unplug from your wall power socket.
- Wait 10 minutes before turning your modem back on and plugging in your telephone handset back into the VOIP 1 port.
Note: If you have a Fibre connection, your phone line will require an electricity supply to work. We recommend that you always have a charged mobile phone in case of emergency.
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I have had Fibre installed, will all the phone jacks in my home still work for phone calling?
Yes, if your home’s internal wiring has been set up by the Fibre Install Technician.
To check, you can connect your modem router to a phone jack on your wall. Once this has been done, you should be able to plug your phone headset into any wall phone jack in your home.
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How do I set up my voicemail?
Dial *52 to access your mailbox for the first time
Press *55 - this will access your mailbox
Press 0 for voicemail settings then press:
1 – To setup an unavailable message
2 – To setup a busy message
3 – To setup your mailbox name
4 – To setup a temporary greeting
5 – To change your mailbox PIN number
Press # when you have finished recording and follow the prompts.
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How do I listen to my voicemail?
Dial *55 to access your mailbox.
To access your voicemail from another phone, dial the number you wish to hear the voicemail for and wait for it to go to voicemail. When the voicemail greeting plays, press * and follow the prompts to enter your mailbox PIN. Your mailbox PIN must already be set up.
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What are the voicemail options?
To select your voicemail options press:
1 – To listen to messages in the currently selected folder (new or old messages are selected when you first connect)
2 – To change your current message folder (Press 0 for new messages, 1 for old messages, 2 for work messages, 3 for family messages, 4 for friends’ messages and # to cancel)
3 – For advanced options (Press 4 to place an outgoing call)
0 – For your voicemail settings (Record greetings and set PIN number)
* - For help
# - To exit
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What are the menu options when I am listening to voicemail messages?
Press:
3 – For advanced options (Press 1 to send a reply, 2 to call the person who left the message, 3 to listen to the message details and 4 to place an outgoing call)
4 – To go back to the previous message
5 – To repeat the current message
6 – To play the next message
7 – To delete the current message
8 – To forward the message to another mailbox
9 – To save the message to a folder (Press 0 for new messages, 1 for old messages, 2 for work messages, 3 for family messages, 4 for friends’ messages)
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How do I turn on caller ID?
Your caller ID will be turned on by default.
To turn on caller ID press *30. You will only need to do this once and the setting will be saved.
To turn off caller ID press *31. Again, you will only need to do this once and the setting will be saved.
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How do I set up my landline phone?
Once your broadband connection has been set up, you can connect your landline phone.
Please note, it can take up to 3 hours for your phone to set itself up once it has been connected.
ADSL or VDSL Connection
Use the cord from your previous landline connection to connect the VoIP1 Port on the modem to your landline phone.
If your phone cable is unable to fit into the VoIP 1 Port (See diagram below), or you no longer have this chord, then a RJ11 cable can be purchased from your nearest PB Tech, Jaycar or electronics store.
Fibre Connection
Using the grey Phone Cable that is included in your modem box, connect this cord from the VoIP Port on the modem to your landline phone. (See diagram below)
For more detailed instructions on setting up your landline phone with Fibre click here
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How do I turn off my voicemail?
To turn off your voicemail dial *53
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How do I activate call waiting?
Press *61 to turn on call waiting
Press *81 to turn off call waiting
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How do I set up my landline phone with Fibre?
There are three different methods for connecting your landline phone depending on how your Fibre has been installed at your home.
- Connecting through your modem
- Connecting with integrated wiring + voice box
- Connecting with integrated wiring through phone jack point
Option 1: Connecting your landline phone through your modem
This will be you if your home is not set up for integrated wiring. This means your landline phone plugs straight into the modem and you do not use other phone jacks in your home.
To set up your landline phone, simply plug your handset phone jack into the back of your modem (through the VoIP 1 port) using the grey telephone cable that was supplied in your modem box.
Once this is connected, you will be able to make calls straight away. If your current phone cable does not fit into the VoIP 1 socket, have a look at the modem from your previous retailer. They should have a cable that is similar to the grey cable that came with our modem, unplug that from the previous modem and replace it with the cable that’s on your phone, now you should have a cable that’ll fit into the VoIP 1 socket of our modem.
Option 2: Connecting your landline phone with integrated wiring + voice box
If you have integrated wiring through your Optical Network Terminal (ONT) then you will be able to use your existing jackpoint to connect your landline phone.
This will be you if you have a small white ‘voice box’ installed near your ONT.
Connect the grey telephone cable that was supplied in your modem box from your voice box to the VoIP1 socket in your modem.
You can now use any phone jack points in your home to plug in a landline phone. If your phone requires electricity, make sure it is plugged in at the wall power socket.
Option 3: Connecting your landline phone with integrated wiring through the phone jackpoint
In some homes, the phone jack points are integrated throughout the house without a white voice box.
If this is you, you will need an extra cable similar to the one that is currently plugged into the phone jack of your phone. Plug one end of the cable into the VoIP 1 port of Modem and the other end into any jack point in your home.
This will allow you to use all other jack points in your home normally.
