The FAQ Page

 

Are there any costs or charges involved in transferring my current line to Fonebox?

Will my phone number change?

Am I entitled to an account manager?

What do I have to do to transfer my services to Fonebox?

Are there any disruptions to my phone lines during the transfer process?

Can I transfer my 1300 and/or 1800 numbers to Fonebox?

I already paid in advance for line rental with the previous provider, what happens now?

I think I am contracted to my current provider, but how do I confirm that?

How long does it take to transfer to Fonebox?

What about my mobile phone?

If I am experiencing a fault how do I report and resolve it?

How often will I receive a bill?

How can I pay my bill?

 

 

Are there any costs or charges involved in transferring my current line to Fonebox?

Fonebox do not charge for transferring any existing phone line or mobile number. However, costs may occur for any new lines or services.

 

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Will my phone number change?

No, your number does not change. Nothing changes except that you will receive a bill from Fonebox instead of your previous provider.

 

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Am I entitled to an account manager?

Yes, every customer is allocated with an account manager. You will be given their contact details, so you can deal with them personally. They will know you and understand your business and telecommunication needs.

 

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What do I have to do to transfer my services to Fonebox

All you need to do is complete an application form , the rest is done by us.

 

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Are there any disruptions to my phone lines during the transfer process?

No, absolutely not. The process is completely seamless and is carried out using an automated transfer process between networks.

 

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Can I transfer my 1300 and/or 1800 numbers to Fonebox?

Yes, Fonebox can arrange to “port” your inbound and/or freecall numbers from your previous provider at a very competitive rate.

 

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I already paid in advance for line rental with the previous provider, what happens now?

Fonebox will charge you from the day your transfer to us has been completed. If this overlaps with payments you have already made with your previous provider, they will credit you any unused amounts.

 

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I think I am contracted to my current provider, but how do I confirm that?

It is very rare to see fixed wire lines under contract. If you are in any doubt, Fonebox will happily attempt to analyse and interpret your contract. Just fax it to us on 1300 60 61 62 and we will find out the answer and get back to you.

 

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How long does it take to transfer to Fonebox?

In most instances 5 – 10 days. All phone companies have 21 days to release services so please bear this in mind.

 

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What about my mobile phone?

Fonebox can combine your mobile, fixed wire and internet all on the one monthly bill.

 

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If I am experiencing a fault how do I report and resolve it?

If there appears to be any type of fault on your line then you can contact our fault logging line on 1300 063 632 between the hours of 9am – 9pm Mon to Fri and 9am – 5pm Sat/Sun. The fault will be reported and investigated. If it is a network fault, it will be cleared as soon as possible. If it is a line fault a technician will attend within a maximum of 2 working days.

 

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How often will I receive a bill?

Fully itemised bills will be issued to you monthly via email or post. Please keep in mind, as with all telecommunication providers, your first bill will be slightly more expensive due to you having to pay the pro rata amount plus 1 month in advance.

 

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How can I pay my bill?

BPay: Utilise either the internet or telephone service via your participating bank, credit union or building society to make this payment from your cheque, savings or credit card account. When prompted, enter the biller code and your Customer reference (located on your bill).

National Australia Bank – www.national.com.au – 13 22 65

St George Bank – www.stgeorge.com.au – 13 33 30

Commonwealth Bank – www.commbank.com.au – 13 22 21

ANZ Bank – www.anz.com.au – 13 13 14

Westpac Bank – www.westpac.com.au – 13 20 32

Credit card: Call our customer service team  on 1300 036 632 to pay your bill using Bankcard, Mastercard, Visa or American Express. You will be provided with a receipt number for your records.

Paying in Person: Present the payment slip at the bottom of your bill to a local Post Office where cash, cheque, eftpos or credit card will be accepted.

Direct Debit: Call (07) 3394 3139 and register for Direct Debit by filling in an application form. Payments will be deducted from your nominated account  every month.