Frequently Asked Questions
General
Landline
Mobile
Internet
About the Community Telco® model
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General questions
Will I have to change my phone numbers?
No, you can keep your existing phone numbers.
Can I change my phone number if I wish?
Yes, if you would like to change your number, we can supply you with a new one.
Will there be any interruption to my service?
No, there will be no interruption to your landline service.
How often will I receive a bill?
You will be billed monthly.
Can I have all my services on one bill?
Yes – we make it easy to understand and manage your telecommunications costs by providing a single bill. It will show all the fixed line, mobile and internet services you have with us.
Can I switch to Community Telco if my business is still on contract with my current provider?
Yes, but you may still need to pay out your existing contract, just as you would if you cancelled the service.
How do I know if my services are under contract?
The person responsible for your telecommunications services (or the authorised account holder) can contact your current provider directly and request this information.
What number do I call in an emergency?
Triple zero ‘000’ is Australia’s primary emergency service number and should be used if urgent emergency assistance is required from police, fire or ambulance services. Triple Zero (000) can be called from any fixed or mobile phone.
When calling Emergency from a mobile phone?
You can still attempt a normal '000 emergency call from a GSM mobile but if you do not have reception with your own carrier, you can dial '112' and your call will be carried by any available GSM network. It does not require reception from an individual carrier, a simcard or pin number to make the call.
Please note - Dialing 112 from a fixed line telephone in Australia will not connect you to the emergency call service as it is only available from digital mobile phones.
How much does it cost to make a Triple Zero call?
Calls to Triple Zero (000) are free from any kind of phone.
If you are deaf or hearing or speech impaired you can dial 106. This service is a text-based emergency number. It operates using a text phone (TTY) or a computer with modem access.
Landline questions
How long does it take to transfer my landline?
The transfer generally takes between 5 and 10 working days, but as soon as you sign up with us we take responsibility for the service.
Why is the line rental so high on my first bill?
Most telco providers bill in advance for their services and equipment fees, but some bill in arrears. When you transfer to Community Telco you are billed in advance for the month. Your first account from us will generally cover approximately 6 to 7 weeks of service, depending on what point in the month you sign up. As this first account will cover more than a month’s expenses, it will be higher than your normal monthly account.
Example:
You sign up with Community Telco and your services are transferred on 14th September. On 4th October you should receive your final account from your previous provider (for period 1st to 14th September). On 5th October you will receive your Community Telco account with service(s) and equipment from 15th September to 31st October. Your second invoice will detail service(s) and equipment from 1st November to 31st November.
What number do I call to access Directory Assistance?
1223 is the free Directory Assistance number.
Mobile questions
Can I keep my existing mobile number?
Yes, although we cannot carry across voicemail messages from your current provider.
My phone is asking me for a PUK code – what is that?
Being asked for a PUK code occurs when an incorrect PIN has been entered into your GSM (SIM card) mobile phone a number of times. This security measure is built in to prevent unauthorised use of your phone. If you do not know what your PUK code is,
contact us and we can help.
Internet questions
Can everyone get ADSL broadband?
Unfortunately not everyone can get ADSL broadband as this service requires major work to be completed on your local telephone exchange infrastructure.
Contact us to find out if your area is connected.
How secure is my ADSL connection?
No internet connection is 100% secure. Most security principles that apply to dial-up modem connections also apply to ADSL. However, because ADSL is an ‘always-on’ connection, there is increased risk that an unauthorised attempt might be made to access a computer or network. It is very important, especially if you are running servers, that you are adequately protected.
How can I protect my data and computer?
A number of precautions are essential, for example:
- Turn off ‘file and printer sharing’ on all computers on your network. If you leave sharing enabled, there is an increased risk of unauthorised access to and/or manipulation of your data
- Install anti virus software on all computers. Ensure that the software is regularly updated.
- Regularly back up your data
- Regularly check for security updates to your operating system
- Business customers in particular – ensure you have a good security plan in place (firewalls, password policies etc.)
How you handle emails and other internet based tasks can also help reduce the risk of viruses and unauthorised access:
- Don't accept a download you didn't initiate.
- Don't open email attachments without scanning them with an anti virus program first.
- Delete emails from people you don't know. Delete them from your ‘Deleted’ folder as well.
I have recently installed a wireless network. Will further security be required?
If you have installed a wireless network, it is your responsibility to ensure that this network is secure to avoid unauthorised usage and / or access by other parties. If your network remains unsecure, not only will a third party be able to access your computer files, but they will also be able to use your ADSL connection. You will also be responsible for charges they may incur while accessing the internet through your connection.
How do I secure my wireless network?
In most cases, wireless modems only require a WEP encryption key to secure the network. This is simply a matter of applying a 10 digit hexadecimal number to the modem that will prompt any other user trying to access your network for that number. Check your modem's instruction manual for further information and instructions.
About the Community Telco® model
How many Community Telcos are currently operating?
There are currently eight Community Telco franchises and agencies:
- Bendigo Community Telco
- Vicwest Community Telco
- Hunter and Coast Community Telco (based in Newcastle)
- Oxley Community Telco (based in Dubbo)
- South East Qld Community Telco (based in Ipswich)
- Suncoast Community Telco (based in Maroochydore)
- Tastel Community Telco (offices in Launceston and Hobart)
- Bendigo Bank Telco (through numerous Community Bank® branches)
How does a Community Telco work?
A Community Telco provides telecommunication products and services for businesses (and homes in some areas) in the local community. A percentage of profits made from sales are then directed back into the community to assist with and support community projects and events.
How will our community benefit?
Simply buying telecommunication services from your local Community Telco enables us to keep profits in our region, and put them to work here.
A Community Telco also generates other flow-on benefits that boost our local economy:
- Provides friendly, professional service from real people in a local office
- Provides an opportunity for our community to ‘buy local’
- Makes our region more attractive to investors
- Keeps telecommunication profits within our region
- Contributes to the ongoing prosperity of our region
- Ensures competitive telecommunication costs for businesses
- Invests in our people, our infrastructure and our community’s future
- Establishes a lasting legacy for our community
- Leverages the buying power of the whole franchise group to obtain better telecommunications services for you