FAQ
Telco Business Services FAQ
1. Do I pay any fees to change to Fonebox Australia?
There are no fees and no contracts for fixed line telecommunications, just an authorisation form that will be given to your existing supplier and a direct debit form for easy payments of accounts.
2. What happens to my existing telephone numbers?
Nothing, they will remain the same - you will just be paying a lot less for the calls.
3. Can I get my Inbound 1300/1800/13 numbers transferred to Fonebox Australia?
Yes, we specialise in IVR (Interactive Voice Recognition) and post-code prompting solutions for many major companies. Not only will you get much better rates, we also supply comprehensive reports that will allow you to monitor the effectiveness of any marketing or promotions. Furthermore, Fonebox can now take care of your routing solutions in New Zealand.
4. If I have a line problem, will Telstra fix it as quickly if I am with Fonebox?
Telstra are obliged by legislation to honour our SLA (service level agreement) and through a designated system all faults are logged at the time that they are reported and dealt with in order of receipt, regardless of whether you may be a Fonebox customer or Telstra customer.
5. Will my business be affected or interrupted by the changeover to Fonebox?
There will be no interruptions at all. Everything is automatic and is part of our very own billing platform - FONEBILL - that automatically churns and provisions new lines.
6. Can Fonebox provide ADSL and Internet services?
Yes. Fonebox can provide fast unlimited plans for business and incorporate the billing into the monthly telephone account.
7. Can Fonebox provide equipment?
Fonebox can supply and install most PABX systems from Cisco to Samsung. We also supply a full creative service including scripting and provision of professional voice-over artists and music and effects for advertising-on-hold utilising our own Platinum MP3000 units.
8. If I move my account to Fonebox will I get Advertising On Hold at a discount?
In all cases you will receive a discount and in some cases the service will be provided free if the account is large enough. As we do not have contracts, the advertising-on-hold service would cease and the unit would have to be returned if you move the account to another service provider.
9. How long does it take to transfer to Fonebox Australia from my current provider?
3 to 5 days working days.
10. Can I move my mobile phone to Fonebox Australia?
Yes - and you'll enjoy much better rates.
11. If I am experiencing a fault how do I report & resolve it?
Call our friendly customer service on 1300 249 269. Please note, our live consultants are local - in Australia, not overseas. Customer service is a thirty second wait ...no more. If you are waiting longer please email customerservice@fonebox.com.au and we will investigate the delay.
12. PABX Fraud / Toll Fraud (PABX Hacking)
Your PABX could expose you to Toll Fraud. PABX Fraud, also known as Toll Fraud, is causing extensive financial loss to organisations each year and is now impacting on Australian businesses. Be alert and take steps now to protect yourself against PABX Fraud. Read our important notice regarding PABX Fraud / Toll Fraud and your liability should you be a victim of PABX Fraud / Toll Fraud here.
13. How do I receive my bill?
The team at Fonebox Australia believe in sustaining the planet's resources and appreciate your willingness to dispense with wasteful paper bills, so all bills are emailed. Should you require a paper bill there will be an added charge of $3.50 ex GST.
14. How often will I receive a bill?
Fully itemised bills will be emailed/sent to you monthly (in the first week of the month).
15. How can I pay my bill?
Direct Debit
Call 1300 249 269 and we will send you a direct debit form. Register your bank or credit card and payments will be taken out on the due date automatically.
To read our Direct Debit Service Agreement, Click Here.
BPay
Contact your participating Bank, Credit Union or Building Society, either by internet or telephone, to make this payment from your cheque, savings or credit card account. When prompted enter the biller code and your Customer Reference (on your bill).
BPAY biller code: 70813
National Australia Bank Tel:13 2265
Commonwealth Bank Tel:13 2221
Westpac Bank Tel:13 2032
St George Bank Tel:13 3330
ANZ Bank Tel:13 1314
Suncorp Bank Tel:13 1155
Credit Card
Call our customer service on 1300 249 269 24 hours a day, 7 days a week. To pay your bill using MasterCard, Visa and American Express. We will provide you with a receipt number for your records.
Detach the payment slip from the bottom of the bill and return it together with your cheque made out to Fonebox Australia, GPO Box 2650 Brisbane 4001.
