FAQ Business - Fixed Wire

1. Who is Telcotalk?
2. Are there any costs or charges involved?
3. Will my business phone number change?
4. Does every business call I make go through the Telcotalk network?
5. Am I entitled to an account manager?
6. How do I access your network?
7. Is there any disruption to my business or lines during the preselection process?
8. Can I transfer my 1300 & or 1800 numbers to Telcotalk for a saving?
9. Do you offer a long distance or International fax service?
10. I think I am contracted to my current provider, how do I know if I am?
11. How long does it take to transfer to Telcotalk from my current provider?
12. What about my mobile phone?
13. How do I request new lines, relocations & other products & services like line hunt & message bank etc?
14. If I am experiencing a fault how do I report & resolve it?
15. What will my bill look like?
16. Billing Questions

1. Who is Telcotalk?

Telcotalk provides communication services to businesses & residential customers through one of the largest networks in the world. We believe that people should have the right to communicate at the best possible price. We access the global communication networks at wholesale prices which allow us to pass on the savings to you. Telcotalk is in direct competition with Telstra, Optus, AAPT & other communication companies to provide excellent value, direct dial telephony for your national, international & calls to mobiles with no loss in call quality.

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2. Are there any costs or charges involved?

Joining Telcotalk Communications is free of charge - there are no company joining fees, no contracts, and no minimum charges for service. All that you will pay for is the cost of your telephone calls and line rentals With the Telcotalk Total Service option your service, equipment, products and all calls are invoiced to your business by Telcotalk.

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3. Will my business phone number change?

No - Your number does not change. Nothing changes except that you will receive a bill from TelcoTalk for your National (STD®), International and Calls to Mobile Phones at greatly reduced prices. All other service, equipment, specialised call & product charges remain the same.

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4. Does every business call I make go through the Telcotalk network?

Yes except for calls to 12, 13, 18, 19, 0500, 0900 numbers which are still billed to you by Telcotalk at the same rates as every other provider.

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5. Am I entitled to an account manager?

Yes, any size business is allocated with an account manager. You will have their contact details, so you can deal with them personally. They will know you & understand your business.

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6. How do I access your network?

Telcotalk will preselect your lines & or possibly reprogram your PABX system (if necessary) to allow all calls to charged at Telcotalk's low rates.

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7. Is there any disruption to my business or lines during the preselection process?

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

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8. Can I transfer my 1300 & or 1800 numbers to Telcotalk for a saving?

Yes, Telcotalk can arrange to "port" your inbound & or free call numbers from your current company as well as offer you better rates in the process.

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9. Do you offer a long distance or International fax service?

You are able to send faxes by using the Telcotalk network, and will be charged the same as if you were making a voice call. Please be aware however, that you must use 0011 when dialing internationally as 0015 (fax stream) is a Telstra product and 0019 is an Optus product and is not compatible to the Telcotalk network.

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10. I think I am contracted to my current provider, how do I know if I am?

Easily, it is very rare to see fixed wire lines under contract. But if you are in doubt Telcotalk will happily attempt to analyse & interpret your contract. Just fax it to us on 1300 720 561 & we will find out the answer.

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11. How long does it take to transfer to Telcotalk from my current provider?

In most instances 5-10 days. All phone companies have 30 days to release services so please bear this in mind.

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12. What about my mobile phone?

Yes, Telcotalk can bill your mobile on your normal phone account - call us on 1300 720 591 to find out more.

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13. How do I request new lines, relocations & other products & services like line hunt & message bank etc?

Please talk to your Telcotalk account manager, they can request all of these & more on behalf of your business - providing you fax/e-mail a written request with 10 days notice.

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14. If I am experiencing a fault how do I report & resolve it?

If there appears to be any type of fault on your line then you can contact our 24 hour fault logging service on 1300 720 498. The fault will be reported & investigated. If it is a network fault, it will be cleared as soon as possible. If it is a line fault a technician will be arranged to attend within maximum 2 working days.

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15.What will my bill look like?

With Telcotalk, you have the option of receiving either a paper hard copy or an electronic soft copy of your bill on PDF. Most are sent via secure email. Beyond this, the "view your bill" option on this website (once set-up for you with a password), allows you to view & create itemised call data reports. We invite your to call us on 1300 720 591 for an explanation of this option.

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16. Billing Questions

How often will I receive a bill?

Fully itemised bills will be issued to you monthly

How can I pay my bill?

Online
Go to the "pay your bill" option on this website to enter your credit card details for immediate online payment.

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:

National Australia Bank
Tel:13 2665
Internet: www.national.com.au

Commonwealth Bank
Tel:13 2221
Internet: www.commbank.com.au

Westpac Bank
Tel:13 2032
Internet: www.westpac.com.au

St George Bank
Tel:13 3030
Internet: www.stgeorge.com.au

ANZ Bank
Tel:13 1314
Internet: www.anz.com.au

Suncorp Metway Bank
Tel:13 1155
Internet: www.suncorpmetway.com.au

Credit Card
Call our automated payment service on 1300 720 396 at any time to pay your bill using Bankcard, MasterCard, Visa, American Express and Diners. You will be provided with a receipt number for your records.

Paying in Person
Please present this payment slip at a Post Office where cash, cheque or credit card will be accepted using the barcode.

Mail
Detach the payment slip from the bottom of the bill and return it together with your cheque made out to Telecommunication Payment Services, PO Box 126 Sydney NSW 2000.

Direct Debit
Call 1300 720 591 and register for Direct Debit to nominate your credit card. Payments will be taken out on the due date.

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