- How long does it take for the service to become active from Application?
Please all approximately 5-10 working days for your phone application to be processed. The preselect or timed calls portion (long distance, calls to mobiles and international calls) of the service will become active after 1-3 days, and the remaining line rental and local call component will take an additional 3-10 days after that.
If you selected one of our Home Plans bundled with ADSL Broadband service please allow 10-15 days for the ADSL service to become active.
- What about handset rental?
You can keep your Telstra handset and continue to pay the handset rental through AlphaCall, or you can return the handset to your nearest Telstra Shop and purchase your own equipment.
Before you return your handset, please contact customer support on 1300 730 703 and notify us of the Telstra Shop where you would prefer to return your handset. We then make an appointment date for the handset to be returned to that location and inform you about it. Please notify us when you have returned it so we can ensure you are no longer being charged for that equipment
- What standard telephone features are available?
There are many features available on your phone today. All of these are available for AlphaCall Home Plan Customers:
Call Waiting
Call Forwarding
Remote Access
Three Way Chat
Auto Call Back
- What happens to my Telstra/Optus account?
If you have selected one of our Home Plan packages (which include local calls and line rentals) then you will no longer receive a Telstra/Optus bill.
If you only selected us for long distance calls, you will still remain a Telstra/Optus customer for local calls and they will also look after and charge for servicing your connection and equipment.
Please note that many service providers (not Telstra and Optus) will not allow you to use them for local calls and someone else for long distance. If you attempt to take your long distance elsewhere without moving your local calls, you may find that your long distance unexpectedly taken back or your line suspended without notice.
- Will my phone number stay the same?
Yes, you may use your phone exactly as normal but be charged far less for your long distance calls.
- Will I need to change my phone equipment?
No, you do not need to change any of your phone equipment.
- What optional services on a Home Plan are available?
- Message Bank - MessageBank provides a personal answering service if your phone line is busy or you can't get to the phone. You don’t need extra equipment like answering machine tapes, and you also get greater flexibility on Call Waiting - if you don't want to interrupt your call, let MessageBank take your message.
- MessageBank® Virtual - With MessageBank Virtual you don't need an existing phone service. Callers can dial your mailbox directly to leave messages, or you can forward calls from other phone services, such as your mobile.
- Calling Number Display - Calling Number Display can help you identify who is calling by displaying the caller’s phone number 2. It can also store the date and the time of the call, as well as the phone numbers of people who hang up without leaving a message.
- You will need a CND compatible phone or Calling Number Display unit in order to use the Calling Number Display feature.
- Multiple Number – the option offers:
- an additional phone number for your existing phone line, as well as the option of separate billing for that number
- a separate ring tone for your new number that lets you know who the incoming call is for
- separate billing for your second number, via a coded prefix. This lets you itemise the bill and divide it among other occupants if appropriate
- call forward facility which may be applied to each number independent
- Duet - Phone and Fax Multiple Number - Duet - Phone and Fax Multiple Number allows you to add a fax number to your existing phone line, giving you separate phone and fax numbers without installing a second line.
- Call Forward Selected Callers - Choose which calls are forwarded to your mobile, pager, answering service or other phone numbers, from your home phone. You can have up to 15 numbers redirected.
- Call Control - Call Control allows you to restrict the types of calls made from your home or company phone. You can choose to bar outgoing STD, international, 190, or local numbers.
- Silent Number - your telephone number, name and address details will not appear in the White Pages™ directory and will not be given out on Directory Assisted Services. In short, your number, name and address will not be made public.
- Smart Ring - Smart Ring lets you identify who is calling by the sound of your telephone's ring.
You can select up to three distinctive rings, with each distinctive ring able to be used for up to 15 numbers. Any calls not linked to a Smart Ring List are announced by the normal ring tone.
- What are the charges for optional services?
- Message Bank - $5.45 per month;
- Calling Number Display - $4.95 per month;
- Multiple Number – $6.00 per month;
- Duet - Phone and Fax Multiple Number - $6.00 per month
- Call Forward Selected Callers - $2.20 per month
- Call Control - $2.95 per month
- Smart Ring - $3.95 per month
- Silent Number - $2.95 per month
- Will optional services be transferred to AlphaCall from my current provider?
Yes, value added services such as Call Waiting or Silent Number will be automatically transferred to your AlphaCall account.
Note however that certain services specific to the carrier might not be transferred.
- How do I enable services like Silent Number or Caller Number Display?
Please call our customer service on 1300 730 703 to request an optional service.
- Can I keep the same number when moving to another address?
It's usually possible to keep your same fixed home phone number if you are moving within the same exchange area. Please call us on 1300 730 703 to check it for you.
If you can't keep the same number, you may want to consider Number Redirection so family and friends can still contact you when you've moved.
- I have received a connection form, which states that I am authorising pre-selection/non code access. What does this mean?
This means that you are authorising your phone number to be placed on the Primus network, which means that you will have direct access to the Primus network every time you make a call - without having to dial an over-ride code.
- What about if I want to access other networks and take advantage of other service provider specials?
You will still be able to use other carriers by simply dialling their over-ride code.
- Will I still be able to use 'Specials' from other carriers?
Yes, but please be careful; many specials apply to specific off-peak times (6-10 or 7 to 12, weeknights only) or specific intercity calls (between some cities but not nationally). If you go just one second out of the prescribed time interval, the call charge will jump right back up to the standard charges. Many people have found what they thought was a $3 capped phone call, actually cost them around $25.
- Are calls timed for charging in one second increments?
Yes, all calls are rated in one second increments, including calls to mobile phones.
- What is flagfall/connection fee?
Flagfall is the cost of making a phone connection. It is charged immediately the party called answers the phone and before the call starts to being timed.
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