Call Forward What Is It?

Call Forward allows you to divert calls to a different number. Normal call charges will apply to calls forwarded using this service.

There are four kinds of call forward:

Call Forward Immediate

• This forwards all calls to your phone to another number

Call Forward Busy

• This forwards calls to your phone to another number

Call Forward No Answer

• This forwards calls to your phone to another number (either preset or that you set) when your phone does not answer.

Call Forward Selected Callers

• Overrides all other Call Forwards. Calls can be forwarded to most numbers in Australia. Before using this feature you must activate your PIN on your home phone.

How Much Does It Cost?

Call Forward Standard is free. Normal call charges will apply to calls forwarded using this service.

Call Forward How To Use It

Call Forward is automatically added to your phone service, however, you may need to activate this function. 

To Turn On Call Forward Immediate 

• Lift the receiver
• Dial * 21, followed by the area code and phone number
• Press #
• Listen to the announcement confirming the service is on
• Replace the receiver.

To Turn Off Call Forward Immediate

• Lift the receiver
• Dial # 21 #
• Listen to the announcement confirming the service is off
• Replace the receiver.

To Check If Call Forward Immediate Is On Or Off

• Lift the receiver
• Dial * # 21 #
• Listen to the announcement confirming the status
• Replace the receiver.

To Turn On Call Forward Busy

• Lift the receiver
• Dial * 24, followed by the area code and phone number
• Listen to the announcement confirming the service is on
• Press #
• Replace the receiver

To Turn Call Forward Busy Off

• Lift the receiver
• Dial # 24 #
• Listen to the announcement confirming the service is off
• Replace the receiver.

To Check If Call Forward Busy Is On Or Off

• Lift the receiver
• Dial * # 24 #
• Listen to the announcement confirming the status
• Replace the receiver.

Call Forward No Answer

• Lift the receiver
• Dial * 61, followed by the area code and phone number
• Press #
• Listen to the announcement confirming the service is on
• Replace the receiver.

To Change The Delay Before Forwarding When There Is No Answer

• Lift the receiver
• Dial * 61, followed by the area code, phone number and *
• Enter the duration (in 5-second increments)
• Press #
• Replace the receiver.

To Turn Call Forward No Answer off

• Lift the receiver
• Dial # 61 #
• Replace the receiver.

To Check If Call Forward No Answer Is On Or Off

• Lift the receiver
• Press * # 61#
• Listen to the announcement confirming the service is off.
• Replace the receiver.

Call Forward Selected Caller

• Lift the receiver
• To turn on Dial *92#
• To turn call forward selected callers off: #92#
• To check of call forward selected callers is on or off: *#92# - Wait for Announcement
• To set-up an entry in your Selected callers list: *87 * (Announcement) 4* (Announcement) * (Announcement) * (Announcement) # (Announcement)
• To check what number is in a particular position in your Selected caller's list: *87 * (Announcement) 4* (Announcement) # (Announcement)
• To remove a number from your Selected caller's list Press #87 * (Announcement) 4* (Announcement) 1 (Announcement) # (Announcement)
• To remove all numbers from your Selected caller's list Press #87 * (Announcement) 4* (Announcement) 2 (Announcement) 1# (Announcement)
• Replace the receiver.

Call Back What Is It?

If the phone number you are calling is engaged, the Call Back feature will redial the number as soon as it becomes available up to a maximum of 45 minutes after arranging the Call Back.

Can I Use The Call Back Feature For Any Type Of Call I Make? 

No, Call Back cannot be arranged for all calls. It cannot be used for Operator Assisted Services, International destinations and may not work on some business numbers or other carriers' networks. 

Can Call Back Be Used For Unanswered Calls?

No, Call Back will only work when the number being called is engaged. 

How Many Call Backs Can I Have Arranged At One Time?

You can have a maximum of 5 Call Backs arranged at any one time.

Once A Call Back Is Requested, How Long Does It Last For?

The busy destination will be monitored for 45 minutes. After this time the Call Back will need to be requested again.

To Arrange A CallBack

When you receive a busy tone:

• Press the Recall button
• Dial *37#
• Listen to the announcement
• Hang up receiver
• Your phone will give you a distinctive ring when your Call Back is available.

To Cancel A CallBack

• Lift receiver
• Dial #37#
• Listen to the announcement
• Hang up the receiver. 

To Find Out If You Have A Call Back Arranged

• Lift receiver
• Dial *#37#
• Listen to the announcement
• Hang up the receiver.

Call Return What Is It?

Call Return allows you to access the phone number of the last unanswered call on your home phone service, provided the call was not made from a blocked or silent number. Simply dialling *10# (star, ten, hash) will provide this phone number.

There is a charge of 35 cents to retrieve the number of your last unanswered call. If you decide to return the call by dialling 1, standard call charges will apply.

You cannot use call return if you have an ISDN service, NBN Service, VOIP Service or line hunt.

Can I Use Call Return To Retrieve A Private Number?

No, not all calls are accessible. Private numbers will not be disclosed.

Can I Have Call Return On My Mobile Service?

No, you cannot. However, your mobile phone will display the last unanswered call. This is indicated by a Missed Call message. Private numbers will not be displayed. Please refer to your mobile phone user guide for specific information.

Does Call Return Work With Call Waiting?

Yes, if a Call Waiting call is not answered it will be regarded as an unanswered call and can be accessed through Call Return.

To Retrieve The Last Unanswered Call:

• Lift receiver
• Dial *10#
• Listen to the announcement
• Hang up receiver

To Return The Last Unanswered Call

• Lift receiver
• Dial *10#
• Listen to the announcement
• Dial 1

Call Waiting What Is It?

Call Waiting notifies you of an incoming call on your phone while you are already on a call. You can place your call on hold to answer the incoming call.

Does Call Waiting Affect Internet Or Fax Connections?

Yes, it is possible that Call Waiting may affect these connections. Dialling *44 before the Fax or Internet number you are dialling will disable Call Waiting for that particular call. 

To Turn On Call Waiting For All Calls

• Lift receiver
• Dial *43# (star 43 hash)
• Listen to the announcement
• Hang up the receiver.

To Turn Off Call Waiting For All Calls

• Lift receiver
• Dial #43# (hash 43 hash)
• Listen to the announcement
• Hang up receiver

To Check Is Call Waiting Is On Or Off

• Lift receiver
• Dial *#43# (star hash 43 hash)
• Listen to the announcement
• Hang up receiver

To Answer Another Incoming Call Whilst On A Call

• Press Recall
• Wait for the dial tone
• Dial 2

To Switch Between Calls

• Press Recall
• Wait for the dial tone
• Dial 2

To Hang Up On One Call And Come Back To The Other

• Press Recall
• Wait for the Dial Tone
• Dial 1

To Reject The Incoming Call

• Press Recall
• Wait for the dial tone
• Dial 0

3 Way Chat What Is It?

3-Way Chat allows you to have a 3-way conference call on your home phone. You must have a compatible handset to use W Way Chat, check with the handset manufacturer if you are unsure.

To Place A Call On Hold And Make A New Call

• Press Recall and wait for the dial tone
• Enter the new phone number
• Wait for the recipient to answer

To Start A 3 Way Chat:

• Press Recall
• Wait for the dial tone
• Dial 3 on the keypad

To Hang Up On One Call And Return To The Call On Hold

• Press Recall
• Wait for the dial tone
• Dial 1 on the keypad

To Split A 3-Way Chat Session Into Two Separate Calls

• Press Recall
• Wait for the dial tone
• Dial 2 on the keypad

MessageBank What Is It?

MessageBank records messages left by callers to your Phone. The messages are stored in a mailbox so you can retrieve them using your MessageBank number and PIN. You know you have a message waiting when you hear a special dial tone. 

You can have one mailbox per line, which stores up to 60 messages of up to 5 minutes each. New messages are kept for 14 days, and retrieved messages are kept for 7 days unless you delete them.

You Can Get MessageBank If:

• you are connected to an exchange that offers MessageBank.
• your Phone is compatible with MessageBank.

MessageBank cannot be provided on the second (auxiliary) number of a service with multiple numbers such as a duet (Fax) or line hunt.

MessageBank How Much Does It Cost?

MessageBank is $6.00 per month. Callers to your service pay for the call as if you had answered it. We do not charge you for forwarding the call to MessageBank. We do not charge you to retrieve messages from your phone or from most fixed telephones in Australia (including most payphones). If you call MessageBank from a mobile or from overseas, we charge you what we would charge you for calling your phone from the mobile or overseas.

MessageBank Virtual What Is It?

MessageBank Virtual has an individual telephone number which allows:

• your callers to ring the mailbox directly; or
• you to forward your home or business number to the mailbox.

You do not need an existing telephone service. The messages are stored in a mailbox so you can retrieve them using your MessageBank number and PIN. You can call your mailbox at any time from any compatible handset to listen to your messages.

Your MessageBank Virtual mailbox can store up to 50 messages of up to 5 minutes each. New and retrieved messages are kept for 35 days unless you delete them. When you elect to be notified of new messages, you will hear a special dial tone on your nominated service. Message Waiting Indicator is also available as a visual alert if you have a compatible telephone. It provides a flashing light alert when you have new messages. You cannot elect to receive message notifications to the second (auxiliary) number of a service (Fax/duet) with multiple numbers (Line Hunt). Charges apply.

MessageBank Virtual How Much Does It Cost?

We charge you the following for MessageBank Virtual:

• Monthly charge - $6.00
• Monthly new message notification charge - $0.55
• Calls forwarded to MessageBank Virtual - Standard call charges
• Calls to retrieve MessageBank Virtual messages - Standard call charges

Callers to your service pay for the call as if you had answered it. We charge you for forwarding calls to and retrieving calls from, MessageBank Virtual. These calls are charged at the standard call rates for the call type (eg local, long distance, mobile etc). MessageBank Virtual services are only held in capital cities. If you are outside a capital city, forwarding calls to and retrieving calls from, MessageBank Virtual may incur long distance call charges.

MessageBank Away What Is It?

MessageBank Away is a greeting only mailbox. It enables you to record a personalised message to inform callers of changed circumstances (eg to notify of a changed number, temporary office closure or permanent business closure). MessageBank Away cannot record your caller's messages. The MessageBank Away service has an individual telephone number which allows your callers to ring the mailbox directly to connect to your greeting or you can forward your home or business number to the mailbox. You do not need an existing telephone service.

MessageBank Away How Much Does It Cost?

• Connection fee - $44.00
• Monthly charge - $16.50

Calls forwarded to MessageBank Away Standard call charges Callers to your service pay for the call as if you had answered it. We charge you for forwarding calls to MessageBank Away. These calls are charged at the standard call rates for the call type (eg. local, long distance, mobile etc). MessageBank Away services are only held in capital cities. If you are outside a capital city, forwarding calls to MessageBank Away may incur long distance call charges.

MessageBank How Do I Set It Up?

You will need to contact us for MessageBank to be enabled on your Service. It can 48 business hours to be activated. Once it is activated you will need to complete the following steps. 

1. Dial 125 101 from your home phone and follow the voice prompted tutorial.
2. Your password default is the last 6 digits of your home phone number. 
3. You will be prompted to change this when setting up your MessageBank Home service. 
4. Set a PIN of 6 digits to protect the privacy of your messages. 
5. Record a name announcement that MessageBank Home will use to identify your mailbox to other callers. 
6. Record your own personal greeting for callers to identify your MessageBank. This greeting can be up to 5 minutes long.

Changing The Number Of Rings Before The Call Diverts To MessageBank

By default, the phone will ring for approximately 20 seconds before MessageBank takes the call.

To change the number of rings, simply pick up the handset, press *99 and enter the number of seconds you’d like the phone to ring before answering (must be between 5 and 60 seconds).
Then press #

Duet allows you to add a fax number to your existing phone line, without the inconvenience of installing another line.

The second telephone number has a distinctive ring. Your compatible fax machine will recognise which calls are faxes and only answer those.

We charge you $6.00 per month for a Duet Phone and Fax multiple numbers. There is no connection fee. This is not compatible on NBN, VOIP or Line Hunt Services.

An Exchange Based Diversion (EBD) is a temporary diversion service that can be used to reconnect a copper landline to allow porting to an NBN service or another provider.

While an EBD is active, your phone number is still available to be ported to a different network or provider.

The cost to activate an EBD is $79. You will be charged a monthly plan fee of $24.95, you will also be charged for all calls made from the service.

You can view these fees and charges here 

An EBD can take up to 7 business days to become active. You will be advised by SMS, Email or Phone Call when the EBD is active. 

When your number is successfully ported, the EBD will be automatically removed.

Call Barring What Options Are Available?

We offer the following permanent barring options, where it is technically feasible: 

• Emergency: we bar all outgoing calls except calls to 000;
• Local: we bar all outgoing calls except calls to 000, to local calls, to 1800 numbers, to 13 numbers and to make an operator-assisted reverse charge call; or
• 1800: we bar all outgoing calls except calls to 000, to 1800 numbers or operator assisted reverse charge calls; or
• International Barring: we bar outgoing international direct calls (including 0011, 0015 and 0018); or
• Operator Assisted Barring: we bar outgoing operator assisted calls (reverse charge calls remain available); or
• Premium call barring: we bar outgoing calls to InfoCall 190 numbers

Call Barring How Does It Work?

We program these barring options into the exchange. You cannot add, change or remove them yourself. You need to ask us to add, change or remove your preferred barring option. (You can get barring options that you can turn on and off yourself by subscribing to the Call Control Feature.)

Call Barring How Much Does It Cost?

There is no charge for these barring options.

Silent Number What Is It?

If you love your privacy then a Silent Number is what you need!

Your phone number:

• will be omitted from the Whitepages book and online.
• will not be available through directory assistance.
• will be blocked from display on the phone you are calling.
• will not be available to others unless you give it to them.

Remote Access What Is It?

Remote Access allows you to activate or change Phone Features, from an external location. With Remote Access, you can vary the forwarding location of your phone calls from other premises. This keeps you in touch with all callers. You can also switch other Phone Features on and off.

Remote Access How Much Does It Cost?

Remote Access costs $2.20 per month, plus call charges to your Remote Access Number at applicable rates.

Remote Access Where Is It Available?

Remote Access is available in most areas. You can use Remote Access from tone phones anywhere in Australia.

Call Control What Is It?

Call Control is a security feature for your home phone service that allows you to restrict certain types of outgoing calls.

• Add security to your home phone line by restricting certain types of outbound calls.
  
  

Call Control How Much Does It Cost?

Call Control costs $3.30 per month. 

Call Control How Do I Use It?

The Call Control service is user-friendly and once activated you only need your PIN to turn the service on or off. You will need to contact us to activate these feature on your Service, this can take about 48 business hours. Once the feature is activated you will need to follow the below instructions.

The default PIN number is the last 4 digits of your phone number. You will need to change your PIN as soon as possible as Call Control will not work until you have followed the prompts and selected a new Pin number (once this is completed you will need to turn it on).

• Wait for dial tone.
• Press * 30.
• Enter the default PIN.
• Press *, enter the new PIN.
• Press *, re-enter new PIN, #.
• Listen to the announcement confirming PIN has successfully changed.
• Hang up.

Turning On Call Control

• Wait for dial tone.
• Press * 33 PIN #.
• Hang up.

Turning Off Call Control

• Wait for dial tone.
• Press # 33 PIN #.
• Hang up.

To Check If Call Control Is On Or Off

• Wait for dial tone.
• Press * # 33 #.
• Listen to the announcement confirming status.
• Hang up.