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VoIP FAQs

Simply call us on 13 TELCO (13 8352) or complete our online enquiry form.

01. Do I need to keep my existing phone service?
In order to receive ClubTelco VoIP, you will need an active internet connection. If your internet connection is Naked DSL, then a phone line will not be present but a VoIP service can still be provided by ClubTelco.

02. Do the people I am calling also need to have a VoIP service?
No, you can call anyone from your ClubTelco VoIP service, regardless of if you are calling a mobile phone, landline or another ClubTelco VoIP service customer.

03. Can I use my ClubTelco VoIP service with a dial up connection?
No, your ClubTelco VoIP service requires a broadband internet connection such as cable or DSL service. The minimum requirement for the ClubTelco VoIP service is 256kbps; however ClubTelco recommends a 512kbps plan for optimum call quality.

04. Can I have multiple phone lines/numbers?
Yes, you can have more than one phone line with your ClubTelco VoIP service. Additional line costs will be dependant upon your requirements.

05. Will I be listed in the White Pages?
White Pages listings are currently unavailable for VoIP. This service may become available in the future.

06. Can I change my plan at any time?
You may change your plan at any time however, the change will take effect from your next billing cycle. Contact us on 13 TELCO (13 8352) to find a plan to better suit your needs.

07. How do I dial a phone number using my ClubTelco VoIP service?
ClubTelco VoIP works the same as your existing telephone service. Just dial the required telephone number using either your Softphone software or your telephone handset if using an ATA (VoIP Box).

08. Can I dial emergency services numbers such as 000, and does my information show up correctly?
ClubTelco VoIP supports access to 000 or other similar emergency service telephone numbers, however we recommend you call from a fixed line. As a ClubTelco VoIP customer, it is important to understand that your VoIP service is a secondary line and as such, ClubTelco recommends that you utilise your primary phone line for emergency related calls. It is also important that you are aware that location information may not be provided or can be incorrect for emergency services, for example

1. If you are using your VoIP service from a location other than the location advised to us, the location information passed through to emergency services will not be correct.

2. If you have an outbound only service, no location information can be provided. In these cases, or if you have any concern that the location information provided to the emergency services operator may not be correct, you should confirm your location with the emergency services operator."

09. Do you support 3-way calling?
Yes, depending upon the equipment you have and your account status your ClubTelco VoIP service will support 3-way calling features. Please refer to your ATA user guide for further information on these features and how to activate them.

10. Will my ClubTelco VoIP service work if I lose power?
Your ClubTelco VoIP service will not work if there is a power outage as your ClubTelco VoIP service requires power to maintain the connection to the service.

11. What equipment is required?
You will need an active broadband internet connection including a 4 port cable/DSL modem router, a VoIP Box (Analog Telephone Adaptor - ATA) and a telephone handset.

12. Will my current setup (i.e. modem and or router) work on the ClubTelco VoIP network?
Most modern modem routers can be used to make ClubTelco VoIP calls over the internet. Please contact us to find out if your current setup is compatible. Please note that if want to make VoIP calls using a telephone handset, you must have a compatible modem router and ATA (VoIP Box).

13. What type of telephone handset can I use?
Most modern normal telephone handsets can be used, including DECT, cordless and analogue telephones provided the phone is connected to an ATA which is then connected to a modem - router.

14. Does my computer need to be powered on to use the ClubTelco VoIP service?
No. Only the modem router and VoIP box need to be powered on and connected to broadband to make and receive telephone calls for customers using a telephone handset. If you are using a softphone, you will need your PC on and connected to broadband to make and receive calls.

15. Can I download files and surf the net while on the phone?
Yes, you can use your computer while on the phone but we don't recommend it because your VoIP phone and computer share the same bandwidth. If you are using high bandwidth applications on your computer (ie downloading a large file) you may therefore experience degraded voice quality.

16. Is there a warranty on equipment I purchase from ClubTelco?
Yes, any equipment you purchase through ClubTelco will come with a manufacturer's warranty. If you experience difficulty with any equipment purchased through ClubTelco, contact our Customer Service team on 13 TELCO (13 8352) for assistance.

17. How do I report a service problem?
Simply contact us by calling 13 TELCO (13 8352) or email us on contactus@clubtelco.com. Remember to note the time and date of the problem, along with a brief description for any technical issues you are experiencing with your service.

18. How do you bill for ClubTelco VoIP services?
Charges for your VoIP service will appear on your normal monthly invoice.

19. What are the call rates?
You can view all of our VoIP call rates in the VoIP section of our website www.clubtelco.com.

20. Do I get charged to receive calls?
No, you do not get charged for any standard calls received to your ClubTelco VoIP service. If your caller is using a reverse-charge service, ClubTelco will charge you for these calls accordingly.

21. Can I cancel at any time?
Yes. You can cancel your ClubTelco VoIP service at any time by giving us 30 days notice. You pay your monthly service fee, which is charged in advance, and your calls, which are charged in arrears. Just call us on 13 TELCO (13 8352).

22. Does ClubTelco VoIP have flagfalls?
No, ClubTelco does not charge a flagfall (connection fee) for any calls made from your ClubTelco VoIP service.

23. When I dial my own ClubTelco VoIP number, I receive the message 'The number I have reached is not in service'?
Report this to our Customer Service team by calling 13 TELCO (13 8352) so we can resolve this issue.

24. Where will ClubTelco deliver equipment to?
ClubTelco will courier equipment to your work or home delivery address. This usually takes 3-7 working days after the expiry of the cooling off period if applicable. Please not we cannot dispatch your equipment to a post office box.

25. Am I under any contract or agreement period?
Our residential ClubTelco VoIP service is a month to month service.

26. I can't remember my username/password. What do I do?
Call the Customer Service team on 13 TELCO (13 8352).

27. How do I reboot my ClubTelco VoIP service?
This is a very easy process, follow the procedure listed below
* Turn off power to your VoIP box (Analog Telephone Adaptor - ATA).
* Wait 30 seconds.
* Return power to your ClubTelco ATA and wait for a brief period of time.
* Turn off power to your modem - router.
* Wait 30 seconds.
* Return power to your ClubTelco modem - router and wait for 30 seconds.
* Pick up the telephone receiver and listen for a dial tone.

28. What do I do if my ClubTelco VoIP service has no dial tone?
By completing a few basic checks you may be able to fix this easily and quickly. Follow the steps listed below

* Go to your PC and check that you have access and can browse internet web pages.
* If you cannot browse the internet, you may need to reboot your router/broadband internet service.
* If you are using a handset, check the phone is plugged into the 'PHONE' port of your ClubTelco ATA.
* Check the lights on the back of the ClubTelco ATA are on.
* Turn off the power to your VoIP box (Analog Telephone Adaptor - ATA).
* Wait 30 seconds.
* Return power to your ClubTelco ATA & wait for a brief period of time.
* If this fails, please contact our Customer Service team on 13 TELCO (13 8352).

29. What do I do if I have a Fast busy tone on outbound calls?
Please follow the procedure listed below

1. Check that the last call was properly disconnected.
2. When dialling the number, make sure you are dialling all digits (including area code).
3. Try rebooting the modem router.

30. Why can't I receive incoming calls - my phone does not ring, what do I do?
If you are experiencing difficulty receiving calls please follow the steps below

* Remove your handset from the ClubTelco ATA and plug it into a normal working phone point to check if you can receive incoming calls.
* If you cannot receive incoming calls, then the handset is probably faulty and will need to be replaced.
* Check the phone is plugged into the ClubTelco ATA's 'PHONE' port and the light is on.
* Make sure the ringer volume on your handset is set to an audible level or on.
* Try rebooting your ClubTelco ATA.
* If these steps still do not restore your ability to receive calls, contact us for further technical assistance on 13 TELCO (13 8352).

31. Why can't I receive incoming calls - my phone does not ring, what do I do?
If you are experiencing difficulty receiving calls please follow the steps below

* Remove your handset from the ClubTelco ATA and plug it into a normal working phone point to check if you can receive incoming calls.
* If you cannot receive incoming calls, then the handset is probably faulty and will need to be replaced.
* Check the phone is plugged into the ClubTelco ATA's 'PHONE' port and the light is on.
* Make sure the ringer volume on your handset is set to an audible level or on.
* Try rebooting your ClubTelco ATA.
* If these steps still do not restore your ability to receive calls, contact us for further technical assistance on 13 TELCO (13 8352).

32. Sometimes callers do not hear me while I am talking, or there are delays in the conversation. How can I avoid this?
High internet usage on your computer while talking on your phone may impact your call quality. Try to avoid sending emails or transferring files while on the phone as this can often reduce call quality.

33. What do I do if I am hearing static on my line?
Please follow the procedure listed below

* Remove your handset from the ClubTelco ATA and plug it into a normal working phone point.
* If necessary, try using a different handset with your ClubTelco ATA.
* These two steps will verify if the cord from your phone to the ClubTelco ATA is not damaged.
* Check the phone is plugged into the ClubTelco ATA's 'PHONE' port and the amber light is on.
* Try rebooting your ClubTelco ATA.
* Limit downloading or uploading on your personal computer.
* Some services can benefit from the use of filters on the telephone line to reduce static.

Please contact us on 1300 TELCO (13 8352) for further technical assistance.

34. What do I do if conversations experience voice delay?
Please follow the procedure listed below

* Verify the cord from your phone to the ClubTelco ATA is securely plugged in and not damaged.
* Limit downloading or uploading on your personal computer to reduce bandwidth usage during calls.

35. There has been a power outage and now my ClubTelco VoIP service is not working. What do I do?
If your equipment is not plugged into a power surge protector, you may have to reboot the router or the ClubTelco ATA. Reboot the modem router by unplugging the power adapter from the outlet. This will reset the device and your PC.

36. What is my login?
Your login will always be the same as the phone number and password that ClubTelco have provided you when you first signed up for ClubTelco VoIP.

37. What is my phone number?
We will send you details of your phone number by email.

38. What is local number portability (LNP)?
Local Number Portability, or LNP, is the capability to take your local phone number with you if you change networks. This is known as "porting".

39. Can I transfer my existing landline number to a ClubTelco VoIP service?
ClubTelco offers the ability to transfer, or "port", an existing landline number to a VoIP service. However, this option may not be suitable for everyone. If you are interested in porting your landline number to a ClubTelco VoIP service, please contact our Customer Service team on 1300 TELCO (13 8352) to discuss if this option is suitable for you.

40. Will I still need a landline phone service in addition to my VoIP service?
You will not have a landline if you choose Naked DSL. However, ClubTelco also recommends that you always maintain an alternative telephone service to provide access to 000 and other emergency services, as in the event of power failure your broadband and VoIP services will not operate.

41. What do I need to do to transfer my existing landline number to a ClubTelco VoIP service?
You will need to port your landline number to ClubTelco in order to use it with a ClubTelco VoIP service. You will first need to complete a porting authority form to port your number to ClubTelco. When we have received your authorisation we will submit a port request to your current service provider.

42. Will I be charged for porting my landline number to the VoIP service?
A one-off charge will be applied for porting an existing landline number to ClubTelco for use with a ClubTelco VoIP service. The charge is $9.95 per number for up to 10 numbers. This charge will be applied on your first invoice. The charges for porting more than 10 numbers vary based on the quantity of numbers being ported. Contact our Customer Service team on 1300 TELCO (13 8352) for further information on the charges for porting a range of numbers.

43. How long will it take to port my number?
Most typical port requests for residential numbers will take 3 - 5 days to be processed. However, if you are porting a range of numbers or if you are porting a number which has additional services attached the porting process will take longer. For new services, we will not commence the porting of your number until your cooling off period (if applicable) has ended.

44. Will my telephone service remain active while the port is in progress?
The existing telephone service will remain active until the last stage of the porting process, when the port is actually implemented. At this time the service will be lost for a short time.

45. How do I provide authorisation to port my number to ClubTelco
You can download a porting authority form at www.clubtelco.com.au and fax the completed and signed form to 1300 246 738 or email to info@clubtelco.com.au. Alternatively you can call us on 13 TELCO (13 8352) and provide authorisation over the phone which will be recorded for future reference.

46. What information do I need to provide in the authorisation?
You will need to specify the number or numbers that you wish to port and you will need to provide us with the name of your current service provider, as well as your customer number or account number with that provider. You will also need to provide your contact details.

47. What codec should be used with my internet connection?
If your broadband upload speed supports a maximum upload speed of 64kbps (example ADSL 256/64), you MUST use codec G.729, iLBC (20/30), G.723 or alternative low bandwidth codec. Using codec G.711 with a 64kbps upload will be insufficient bandwidth and will affect the voice quality. If your broadband upload speed is more than 128k or more, then you can use G.711a, however this will greatly contribute to your broadband usage that is supplied by your internet provider. Please check with your internet service provider to ensure you are on the correct internet plan to suit your usage. Your provider may either charge you for additional data usage, or shape your download/upload speed back to dial up when a certain limit is reached. Note that cable internet bandwidth is shared amongst many users and hence upstream congestion may limit available bandwidth. In this case, better results may be achieved with low bandwidth codecs such as G.729 or G.723. Use QoS (Quality of service) where possible, otherwise avoid other bandwidth intensive activities (eg file uploading/downloading) whilst the broadband voice (VoIP) call is in progress. QoS is a feature that is normally available within most hardware equipment. Please consult your hardware vendor about this feature. Codecs are used to convert an analog voice signal to digitally encoded version. Codecs vary in the sound quality, the bandwidth required and the computational requirements. The bandwidth used by each codec is fixed as per the Codec Bit rate values shown in the table below, however there are additional packets of data added during the call that make it consume more then what we are lead to believe. The Nominal Ethernet Bandwidth shows what may actually be used per second on a call with the particular codec used.

50. How do I activate voicemail on my ClubTelco VoIP service?
Your voicemail service will be activated at time of sign up. Simply dial 101 to customize your voicemail service.

51. How do I access my voicemail service?
Simply ensure you are online with your ClubTelco VoIP account and dial 101 from your service.

52. How can I use my own answering machine on my VoIP line to take my inbound calls?
Connect your own answering machine and ensure it takes the inbound call within 30 seconds. All messages will then be taken by your own answering machine.

53. Can I have my voicemail sent to my inbox as a wave file?
At this stage ClubTelco does not offer this service. You will need to dial into your voicemail to check if you have any messages.

54. How do I stay in control of my bills?
1. You can check your usage at any time by logging into MyAccount. You can also call our customer service team on 13 TELCO for the same information.
2. You can restrict certain services (such as some call types and Premium SMS) associated with higher fees.
3. We can contact you if we detect excessive usage on your account.
4. Some of our plans (including data plans) do not have any charges for exceeding your limits (your speed may be reduced instead).

55. How do I turn off my Voicemail?
Simply dial ##004# from your handset and follow the prompts.

Can't find the answer to your question? Contact us by one of the methods below.

Customer Service

13 TELCO (13 83 52)
+61 3 9224 8000
contactus@clubtelco.com
10am to 7pm AEST - Monday to Friday

Technical Support

13 TELCO (13 83 52)
support@clubtelco.com
9am to 9pm AEST - Monday to Friday
9am to 8pm AEST - Saturday to Sunday

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