FREQUENTLY ASKED QUESTIONS

I'm not connected to the NBN, can I still install Smart Cloud PBX in my office?

Not yet. We can’t promise to give you the best service unless we know you’ve actually got the best service. Which is why we will only install a Smart Cloud PBX System in your office if you have an aconnect broadband connection.

Do I need a special type of phone to make VolP calls?

Yes. To make low cost calls using you aconnect internet connection, you will need to have a VoIP enabled telephone handset.
If you want to use your old handsets, you will need an analog telephone adapter.
The team at aconnect can help you with everything you need to access VoIP calls.

Do I have to purchase a VolP phone from aconnect?

While we can provide a fantastic range of stylish and functional handsets for your office network, you do not have to purchase on in order to connect to PhoneCube. You may use any VoIP enabled telephone handset to make calls.

What speed broadband do I need?

To find out everything you need to know about bandwidth and Smart Cloud PBX, visit this page.

Can aconnect guarantee my broadband speeds?

We are comprehensive during the consultation process in order to provide the best broadband service for your office network.
However, there are some factors that can influence the functioning of your pbx system, including internet and phone use beyond that specified during the consultation process, and faults within the NBN network.

What happens if my office network grows?

It is easy for us to add new extensions to your Smart Cloud PBX System, you just need to let us know as your needs change.

It’s important to remember that, depending on how much your office phone and internet use increases, you may need to reconsider the type and speed of your internet service in order for your Smart Cloud PBX System to continue function at its best.

Do I have to configure my Smart Cloud PBX System myself?

No. The aconnect team will assist you with all the technical stuff.
You may have to connect your devices to the network, but we will guide you through the process. It’s pretty easy.

How will I know how to use my Smart Cloud PBX System?

When your Smart Cloud PBX System is installed, an aconnect representative will take you through the steps required to use it. You will also be provided with a User Manual, an FAQ support booklet, and a troubleshooting guide

If you find you are having any further difficulties, you can call an aconnect representative on 1800 327 862.

Will my Smart Cloud PBX System work if there's a power failure?
What support will be available?

When you’re an aconnect customer, you will have 24hours access to your online portal. From there, you can report any issues that you are having, and a team member will be notified immediately.
You can also call our technical support team any time on 1800 327 862, or contact us via Skype at talk2aconnect.

I don't have the NBN. Can I still get the internet with aconnect?

Our broadband service is only available in areas where the national broadband network has been installed.

If the NBN has not been installed in your area, aconnect can still provide you with an ADSL2 internet connection, and help you to easily make the switch when NBN is available at your premises.

What is my network boundary point?

The network boundary point includes all fibre optic cables and equipment on your side of the NBN Connection Box (NTD). aconnect is responsible for delivering the service on this side of the network user interface. NBN co. is responsible for the service beyond that point.  
You may have to connect your devices to the network, but we will guide you through the process.

I have NBN equipment installed at my premises. How do I set up my home network and home phone?

You will need to connect a compatible router to one of the UNI-D ports on your NBN Connection Box. A standard phone handset can also be connected to one of the UNI-V ports on your NBN Connection Box.

Upon activation of your aconnect Broadband with Home Phone service, we will advise you of which UNI-D and UNI-V ports to connect to.

I currently have NBN with another provider. Can I get NBN from aconnect?

Yes. You can make a new application with aconnect and then cancel your existing service with the other provider (cancellation charges may apply with your other provider).

How many devices can I connect to the internet in my home?

When you are connected with aconnect NBN or ADSL2 internet service, you will be provided with a security key and password. You can connect as many devices as you would like to using this information. 

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 by connecting your set top box to your aconnect broadband connection using the Ethernet cable supplied.  As an added bonus, 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 port (transfer) my existing phone number to aconnect?

You can port (transfer) your phone number from Telstra, Optus, AAPT, Primus or Powertel to aconnect.

There are some circumstances under which we may not be able to transfer your existing phone number. These may include failure to provide account details or contractual obligations with your existing provider.

If you are porting your number to aconnect, you will not be able to receive inbound calls until porting is complete, which generally takes between 1 to 5 business days after your aconnect NBN service has been installed.

Can I get the NBN if I am renting?

You will need to get permission from the property owner to install NBN equipment on your premises. We recommend that you discuss the installation of aconnect NBN services with your property manager or landlord. 

Do I have to buy a modem/router from aconnect?

No, all aconnect NBN plans include an NBN ready Wi-Fi router with 4 ports.

Please note that a $10 delivery fee will apply. 

Will my AConnect NBN service work when there is a power failure?

Your aconnect service includes a backup battery unit, which is installed in your premises along with your NBN Connection Box (NTD). This battery unit will provide power to the Data and Voice ports on the NTD in the event of a power outage. You will be able to make phone calls if you are using a standard corded phone that does not require power.

However, the backup battery will not provide power to your router which means that your NBN Broadband will not work when there is a power failure. If your home phone handset requires electricity to operate, it will also not work when there is a power failure.

 

How does the aconnect Home Phone Service work?

aconnect NBN Home Phone is a UNI-V telephone service, which is bundled with our NBN Broadband plans. You can move your existing telephone number from the old copper wire system over to the NBN UNI-V telephone system free of charge.

Your NBN Connection Box (NTD) is fitted with a UNI-V port, which you can connect to your existing telephone device.

Your aconnect Home Phone Plan includes line rental, which allows you to make local, national, 1300 and 1800, mobile and international calls at a reduced price compared to traditional landline numbers. Calls to 1900 numbers are not supported. See our call rates here.

Is aconnect’s Home Phone Service Reliable?

Your Home Phone service is delivered via aconnects own network infrastructure. Each call is carried directly over the NBN network between the customer premises and aconnect switching equipment, so you can expect great internet speeds, high sound quality, and enjoy great call rates using a single connection.

Can I make VoIP calls from my home?

If you want to make VoIP calls using your aconnect broadband internet, you will need either an Analog Telephone Adapter (ATA), or a VoIP dedicated phone, both of which will convert traditional analog signals into data that can be transferred over the internet. aconnect stocks a range of ATA’s and VoIP phones for you to get connected straight away.

If you are interested in VoIP calls, please bear in mind that it will not take advantage of the NBN Battery Unit that is installed with your NBN service, which means that your NBN Broadband will not work when there is a power failure. If your home phone handset requires electricity to operate, it will also not work when there is a power failure.

How long will it take for me to get an AConnect service?

An NBN co. technician will perform the installation of equipment in your home. Depending on technician availability, and the demand for NBN in your area, you can have your aconnect NBN service installed between 2 and 30 days.

Does a technician need to come to my premises to install the NBN service?

If your premises has not been connected with all necessary NBN equipment, a standard installation will be required. This could include:

  • connecting a fibre optic cable from your street to the NBN utility box (also known as Premises Connection Device or PCD) installed on the outside of your home, and
  • NBN supplied equipment being installed inside your premises. This is called an NBN Connection Box (also known as Network Termination Device – NTD).

If your premises has already had an active NBN service connected, then it is unlikely that you would require a technician’s visit.

How do I know if I need a technician to install the NBN?

After you have submitted your order, an aconnect team member will confirm if an installation appointment is needed. If installation is required, we will organise this and contact you with the appointment details.

On the installation day, an NBN installer will come to your home to install the necessary equipment.

infrastructure. Each call is carried directly over the NBN network between the customer premises and aconnect switching equipment, so you can expect great internet speeds, high sound quality, and enjoy great call rates using a single connection.

What will happen on the day of installation?

When the installer arrives at your property, ensure you check their ID before letting them inside, to ensure they are a contracted NBN technician.

To get AConnect NBN services,  the following will be installed on your premises:

  • NBN Utility Box (also known as Premises Connection Device – PCD)
  • NBN Connection Box (also known as Network Termination Device – NTD)
  • Power supply with battery back up
If you do not have a Premises Connection Device (PCD) outside your premises:

If your building doesn’t already have a fibre-optic cable connected, running the cable into your premises may require the digging of a small trench or, if it’s coming from overhead, some minor clearing of vegetation. NBN Co has a strict “leave it as it’s found” policy so there is no need to be concerned about any permanent damage to your property.

If your premises do not have the fibre optic cable connected, a standard installation can generally take between 4 and 8 hours.

If you already have a Premises Connection Device (PCD) outside your premises:

Your installer will work inside your premises to drill a small hole through your wall and feed the fibre optic cable from the outside into the NBN connection box (NTD). The installer will also fit a separate power supply box which includes a backup battery that will keep your NTD running for up to five hours in case of a power failure.

This installation of your NTD generally takes between 2 and 4 hours.

Is there any cancellation fee if I cancel my aconnect NBN service?

There is no cancellation fee if you are out of contract or in a no lock-in contract term. You may cancel the service by giving aconnect a minimum of 30 days written notice. You will be charged for the service until the end of the notice period.

If you are currently in a contract and wish to cancel your service, a cancellation fee will apply. This fee will be 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.

Can I use aconnect Home Phone for local calls only and choose another provider for other calls?

No.

aconnect Home Phone is full service including line rental, local, national, international and home to mobile calls.

Customers must not pre-select to another carrier or use the aconnect Home Phone service to make override calls on a third party network.

How am I charged for AConnect NBN Broadband with Home Phone?

Your broadband and phone charges will be billed monthly, in advance. You will receive an invoice via email, and can also keep track of your account in your online portal using the username and password you were provided when service commenced.

Can I change my NBN plan?

You can upgrade or downgrade your existing NBN Broadband with Home Phone plan, however, you are not able to change from an NBN plan to an ADSL2+/ADSL service.

What if I am relocating to a location where aconnect cannot offer NBN?

If the NBN is not available at your new location, we may be able to offer other services to provide you with internet a phone. A standard NBN Broadband with Home Phone relocation fee will apply.

Will I receive paper bill?

No. You will be notified by email.

You can also view the current and previous bills online by logging into the My Portal. It’s simple and secure.

Select ‘My Account Statement’ under ‘Invoices’.

I am relocating to a new premises. What should I expect?

We can transfer your aconnect NBN services to your new location if the NBN is already available in that area. However, you will be required to select a new aconnect username for the NBN service at your new location.

I am an existing aconnect ADSL2+ customer. Can I switch to aconnect NBN plan?

If you are an existing aconnect ADSL2+ customer and the NBN is available in your area, aconnect can make the switch promptly and easily. Please contact a customer service representative on 1800 327 862

What do I need to consider before the technician arrives?

There are some important considerations for you to make before the technician arrives to install your NBN service:

You will need to think about where you want the NBN connection box (NTD) and power supply to be installed inside your home. Most suitable places are:

  • near an accessible power point,
  • close to existing phone and network cabling,
  • in a cool, dry, ventilated area and
  • away from busy areas where it may be knocked and damaged.

The installer will confirm whether the requested work can be performed without additional charges. It is possible that your NTD cannot be placed in your desired location. Placement can impact how you get connected to the NBN, and the type of router and home phone you intend to use.

What is my outgoing mail server?
Incoming Mail Server

Username: Your email address
Password: Your email address passwordCloud Servers
POP:
pop.example.com
IMAP: imap.example.comOffice 365 Server
POP/IMAP: outlook.office365.com
SMTP: smtp.office365.comcPanel Servers
POP/IMAP: mail.example.com

Outgoing mail server

Cloud Servers
POP: pop.example.com
IMAP: imap.example.com
I.e. mail.”email_provider”.com.au  or mail.”email_provider”.com

Office 365 Server
POP/IMAP: outlook.office365.com
SMTP: smtp.office365.com

cPanel Servers
POP/IMAP: mail.example.com

More Setting / Advanced

Incoming Port: Our email servers use all the default incoming server port numbers.
Outgoing port: We recommend using port 587 or if connecting via SSL, 465 | Non SSL = 587
SSL = 465

( Aconnect block port 25 for their own outgoing emails. )

Outgoing authentication: Enabled/password
“Outgoing Server” tab, by checking the box labelled “My outgoing server (SMTP) requires authentication”, then “Use the same settings as my incoming mail server”. This reduces the chance of emails you send being flagged as possible spam.

Other Info
Authentication Type – Most Cloud email accounts requires users to select must use password authentication to send or receive emails from our servers.

Should I use POP our IMAP for my email settings?

Some email software requires you to choose between POP/POP3 and IMAP protocol settings. As a rule of thumb, you should always choose IMAP if you’re planning to set up your email address on multiple devices (e.g. home computer, iPad and a smartphone). This ensures that all of your devices will get a copy of every email you receive.

 

A computer or device using POP protocol for an email account will often download emails from the mail server and then not leave a copy for other emails to download. For example, this means that once an email is downloaded to your desktop computer, you can’t download another copy on your smartphone.

 

Some email clients may have an additional setting to make POP accounts leave a copy of emails on the mail server, but this is not always the case.

 

If you only use a single computer, choosing POP should be fine.

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