FAQ

General Questions

Will I have to change my phone number(s) when I transfer services to Community Telco?

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?

There will be no interruption to your landline service; however you may experience a brief service interruption on your mobile or broadband service. For details and likely timeframes please speak to our Customer Centre.

How often will I receive an invoice?

You will be billed monthly.

What invoice options do you have available?

You can choose to receive your invoice in two ways:
  1. An electronic copy by email
  2. A paper copy by mail
Note: On some plans it is a requirement that you receive your invoice via email.  If this is applicable to your service plan this will be clearly referenced within your product terms and conditions.

Can I have all my services on one invoice?

Yes – we make it easy to understand and manage your telecommunications costs by providing a single invoice. It will show all the fixed line, mobile and internet services you have with us.

Can I switch to Community Telco if my services are  still on a contract with my current provider?

Yes, but you may need to pay out your existing contract. We encourage you to speak to your current service provider to establish if there will be any consequences arising from you transferring services to Community Telco.

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 service provider 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.

If you are 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.

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 SIM card or pin number to make the call.

Please note - Dialling 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.

What is a megabyte?

A megabyte (MB) is the term used to describe a unit of data. Data is used every time you view or download anything from the internet, so to understand what data plan would best suit your needs, it is important to understand how much data you are using
Data usage can also be represented as Bytes, kB, MB or GB. To help you understand how they relate to each other use the below;
1kB = 1024 Bytes
1MB = 1024kB
1GB = 1024MB
Trying to add up your potential data usage may seem like challenging but with a little common sense and mathematics it isn't too hard to figure out best plan to suit your needs.

What is a Gigabyte?

A Gigabyte (GB) is the term used to describe a larger unit of data. A GB is measured as 1,024 MB. As most data plans are now measured in GB's, it is important to understand how to many GB's of data you need based on your expected usage. To do this, add up your expected usage in MB and divide by 1024. For example, if I estimated I would use 20,480MB of data, this would be 20GB.

How much data do I need on my plan?

Everyones requirements will be differnet, however as a guide the following estimates the amount of data used when viewing or downloading music, movies, emails etc. from various sources:

  • View Approx 20 pages on the internet = 1MB
  • 4 minute MP3 (Music file) = 5MB
  • 5 minute Movie trailer = 30MB
  • Single page email = 0.01MB
  • Single page word document = 0.02MB
  • Single page text document = 0.01MB
  • Single page Acrobat attachment =0.05MB
  • PowerPoint attachment =0.5MB
  • Viewing 5 min You Tube clip = 10MB
  • iTunes Song = 5MB

Do you have specific product offers to service individuals with disabilities?

As a community focussed organisation, we are constantly looking for new ways to support our fellow community members, including those who live with a disability. Currently we do not have specific product offers that service individuals with disabilities but we are always happy to help where we can. If you have a specific need feel free to talk to our customer care team to see if we can point you in the right direction.

Landline questions

How long does it take to transfer my landline?

The transfer generally takes between 3 and 5 working days.

Why is the line rental so high on my first invoice?

Most telco providers invoice in advance for their services and equipment fees, but some invoice in arrears. When you transfer to Community Telco you are invoiced in advance for the month. Your first account from us could cover anywhere between 4 – 8 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 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 mobile handset 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.

What is the SMS Message Length?

When considering the included SMS value, it is important to note that messages under 160 characters (including spaces) will only be charged as a single SMS. Additional charges will apply for each block of 160 characters within a single SMS.

How do I select the best plan for me?

When selecting a mobile plan, it is important to consider a couple of things :
1. Your mobile usage (Number of SMS/MMS, voice calls and data usage)
2. What is included in the mobile plan (Value of SMS/MMS, voice calls and data usage)
It is important to make sure that the included value in the plan, meets your usage requirements. For example, if you use you mobile predominantly for SMS, then selecting a plan with a high amount of included SMS should be considered. However, if you only use your phone for voice calls and hardly ever use SMS, then a plan with a high amount of included call value would be more appropriate.

What is 4G?

'4G' is the fourth generation of cellular technology. This new technology can deliver significantly enhanced data capacity and coverage when compared to existing 3G technology.

What do I need to acces 4G and what areas have 4G network coverage?

Community Telco uses the Optus 1800 MHz band to deliver 4G services. To access this capability you will need to be in a 4G coverage area and be using a 4G enabled device/handset. The Optus 4G Network is available in selected areas. Outside 4G coverage areas compatible handsets will switch to the Optus 3G network. To find out more about 4G compatible devices talk to our Customer Centre on 1300 743 303.

What should I consider when using the 4G network?

Importantly if you have a compatible handset and you are in a 4G coverage area you will download data at significantly faster rates. This could see you using more data than you realised. Take advantage of our MyServiceCentre application to help you monitor your data usage and limit over expenditure. You may like to consider using alternatives such as enabling Wi-Fi on your device to limit your data use.

How do I switch from iPhone to Andriod?

1. Firstly, what you'll need to do is setup your Android phone. Here's how to do this:
b) Download the Google Play Store and all the applications you used on your iPhone (Instagram, Facebook etc) if available.

c) Make sure the phone is running its latest software (to do this go to apps>settings>about phone).

2. Next, Schmidt says to update your iPhone or iPad:

a) Turn the Apple device on, make sure your Gmail is logged in and upgrade the iOS software to the latest version (typically iOS 7+). Do this by plugging your phone into iTunes and clicking update software.

b) Check you are using iCloud to back up contacts (go to settings>iCloud>contacts switched on). If not, sign up for it (it's free, anyway).

c) Sync your Gmail contacts (go to settings>email>Gmail account>turn contacts tab on), Turn off iMessage (go to settings> messages>turn iMessage tab off).

d) Sync your iPhone to iTunes to ensure backup of your photos and music.

3. Okay, still with us? You should see all your Gmail, have your apps, and have your contacts in the Android phone. If not, manually download contacts on your Mac as follows:

a) Go to apple.com/icloud and login with your Apple ID and click on contacts. In the lower-left corner, click on the wheel, and "select all" the contacts and "export" the vCard into a vCard file (in Downloads).

b) In a browser, go to gmail.com, click on the Mail button and select "Contacts". You should see a list of your Gmail contacts. Import the vCard file into Gmail/contacts using the "Import contacts" command and it should have manually added your contacts. Delete any duplicates or use the "More / Find & merge duplicates" function.

4. To get all your music on the handset, follow this: a) On your Mac, connect to your music to Google by downloading Google Music Manager onto the Mac, and run it. Music Manager will upload your iTunes music. 

At this stage you should have all your Gmail, apps, contacts and music in your new Android phone. So, take out the SIM of the iPhone and insert it into the Android handset (you might need an adaptor for those with nano-SIMS), restart and off you go!

Internet questions

Can everyone get ADSL broadband?

How secure is my ADSL connection?

No internet connection is 100% secure. 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 or a WiFi connection, 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.)
  • Use secure password protection on any WiFi connections

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 key to the modem that will prompt any other user trying to access your network for that key. Check your modem's instruction manual for further information and instructions.

Calling Number Display

What is Calling Number Display and Calling Line Identification?

Calling Line Identification (CLI) is the data, about a call, automatically generated by a telephone network at the time the call is made. Calling Number Display (CND) is a feature of the CLI system which enables the recipient of a call to view the telephone number of the caller.

How does CND work?

You will need a CND compatible handset in order to use this feature. Once you have a compatible handset contact us to activate CND. Once you have this function activated, you will automatically see the phone number on your phone's display screen for most incoming calls.

When won’t the number be displayed?

There are some situations when CND won’t be displayed:

  • PRIVATE – is usually displayed if the caller has chosen to block their number, has a silent line or is calling from overseas. 
  • UNAVAILABLE – is usually displayed if the caller is overseas or calling from some payphones.
  • PAYPHONE – indicates the caller is calling from a payphone. 

Using ‘Blocking’ or ‘Display’ codes

By default, your number will be displayed when you make calls to a CND activated phone unless you requested a silent number or you block CND.

You can obtain a silent number or block your CND on a permanent basis by contacting us. Alternatively, you can use a ‘Blocking Code’ to block CND on a call-by-call basis. You can also display your number for a particular call on a service that is otherwise blocked by using a ‘Display Code’.

Blocking Code

To prevent displaying your number for a specific call only, dial 1831 from a standard fixed line or #31# from a mobile, prior to dialling the telephone number. 

Display Code

To display your number (for a particular call only) on an otherwise blocked service, dial 1832 from a standard fixed line or *31# from a mobile service, prior to dialling the telephone number.

When dialling an override or an international number, ensure that the Blocking Code or Display Code is dialled before the override code or international number.

What are the benefits and disadvantages of CND?

As with any service enhancement, CND has both benefits and disadvantages:

Benefits:

  • You can have more control over your calls, as you can identify the caller before you choose to answer the phone, unless the caller has blocked their number.

  • Many phone handsets now have the capacity to store call histories and this will provide you with the ability to return calls to numbers on the display.

Disadvantages:

  • Privacy considerations that need to be taken into account. If you have CND activated, other people in your household will be able to identify the incoming calls you receive.
  • Unless you use a blocking code your telephone number will be displayed each time you call people who have CND compatible handsets. This may result in the recipient being able to capture your number and identify you when you call again in the future, or the recipient may call you on the number that they have captured.

Are there times when my number will always be visible?

There are some situations in which your phone number will always be presented even if your CND is blocked or you have a silent number:

  • When calling emergency services (000)
  • If you use your phone to make a dial-up internet connection (the dial up connection will display your number, not phone calls you make)
  • When you send or reply to a text message from your standard phone service or send or reply to an SMS or MMS message (landline and mobile phones).

Pricing

There are costs associated with activating Calling Number Display on your handset. Please speak to a Customer Centre representative on 1300 743 303 for details of costs.

International CND

If your number is visible on calls you make in Australia then your number will also be visible when international calls are made and vice versa.

Faults / Complaints

CLI and CND blocking are enhanced call handling features under the Customer Service Guarantee. Accordingly, we have an obligation to meet certain performance standards and a failure to meet these standards may entitle you to compensation.

If you have a complaint regarding the use of CLI or CND which you have been unable to resolve directly with us, you may lodge a complaint with the Telecommunications Industry Ombudsman (TIO).

For further information go to www.tio.com.au or call the TIO on 1800 062 058 or (TTY) 1800 675 692.

Further information

Contact us for further information on CND’s or to make changes or to confirm your CND status. More information is also available on the Australian Communications and Media Authority (ACMA)