Aconnect Phone FAQs
What is Aconnect Home Phone service and how reliable is this service?
Aconnect Home Phone is a standard telephone service, which is bundled with our NBN Broadband plans. Aconnect Home Phone includes line rental and it allows you to make local, national, 13 and 18, mobile and international calls. You can make phone calls directly through the UNI-V port on your NBN Connection Box using a standard telephone device. Calls to 1900 numbers are not supported.
Aconnect Home Phone is delivered via Aconnect’s own network infrastructure where the call is carried directly over the NBN network between the customer premises and Aconnect switching equipment, so you can expect a high quality of service and enjoy great call rates and Aconnect broadband on a single connection.
When will my phone be turned off?
Generally your existing phone line will be switched off within 18 months of the NBN fibre being available in your area; however, the actual switch off date varies by location
The biggest issue we are finding with the NBN is that moving to it is not automatic – so if you leave it till the last minute you risk having your phone and internet disconnected.
And it’s our job to make moving to it easy.What does Premises mean?
"Premises" means the location where you intend to use the service.
Can I port (transfer) my existing phone number to Aconnect?
You can port (transfer) your phone number from Telstra, Optus, AAPT, Primus or Powertel to Aconnect. We may not be able to port your number in all circumstances, this includes failure to provide account details, or contractual obligations with your existing provider. If you are porting your number to Aconnect, inbound calling to your number will not commence until porting is complete which will take additional 1 to 5 business days after your Aconnect NBN service is installed.
Can I use my existing phone wall socket for Aconnect Home Phone?
Your phone handset can be connected directly to one of the UNI-V ports on your NBN Connection Box (NTD). When your NBN Broadband with Home Phone service is activated, Aconnect will advise you of which port to use.
If you wish to connect your phone to an existing wall socket, you should check if your in-premises wiring is connected to the NBN service. If it is not connected to NBN, you may need to install additional permanent phone or data cabling through wall, floor or ceiling cavities which must be done by a cabler registered with an Australian Communications and Media Authority (ACMA) accredited industry registrar.
What Spend Management Tools does Aconnect offer?
With Aconnect Home Phone services, you can monitor your actual usage (in near real time), bar outbound calls of various types, and make use of other spend management tools via My Account at www.Aconnect.com.au/account. For more information about using these tools, please contact Customer Service on 1800 327 862
Once Aconnect Broadband with Home Phone is installed, are there any services that will not work on my Aconnect Home Phone?
Yes, the following services will not operate on your Aconnect Home Phone line:
- Fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network is supported; fax to international numbers is not reliable; and VoIP based fax is not supported.
- EFTPOS
- PABX
- 56K Dial up modem
- Watching standard Digital Pay TV (e.g. Foxtel) programs will still work however services such as voting and On Demand program purchase via your telephone line will not work. If you have the latest Foxtel set top box, you can purchase programs using the Ethernet connection in the set top box to connect via Aconnect NBN Broadband.
Does Foxtel On Demand or program purchase work with Aconnect Broadband with Home Phone?
If you have the latest Foxtel set top box, you can purchase and download programs using the Ethernet connection in the set top box to connect via Aconnect Broadband. This is even better for you as you do not have to worry about your Broadband monthly usage quota when you download Foxtel On Demand programs.
If you have the older Foxtel set top box without an Ethernet connection, program purchase through your landline will not work with Aconnect Home Phone. We suggest you contact Foxtel about upgrading your set top box.
Can I have Aconnect’s Home Phone Service only (without Aconnect Broadband)?
No, Aconnect Home Phone can only be ordered with Aconnect Broadband.
While my phone number is being ported to Aconnect, can I still make outgoing calls?
Yes, as soon as your service is activated, your NBN Broadband with Home Phone service will begin to work and you will be able to make outgoing calls from your Aconnect home phone. Aconnect will charge you for any call usage. However, inbound calling to your number will not commence until porting is complete which will take additional 1 to 5 business days after your Aconnect service is installed.
Can I call emergency numbers with my NBN Broadband with Aconnect Home Phone service?
Yes, with Aconnect Home Phone you are able to call 000.