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Netspace Home Phone FAQs
- What is Netspace Home Phone?
- Do I need to be a Netspace Internet customer?
- Can I have Netspace Home Phone on more than one number?
- Is Netspace Home Phone available anywhere in Australia?
- What is the Netspace bundle offer?
- How do I switch to Netspace Home Phone?
- Will I need to notify my current provider?
- Can I switch from Netspace Long Distance to Netspace Home Phone?
- What happens to the bundle if I change phone providers?
- How long does it take to switch my phone service to Netspace?
- What does it mean to transfer to the Netspace Complete network?
- What happens when I transfer to the Complete network with an existing Netspace Home Phone?
Billing/Charges:
- How do Netspace call caps work?
- How does a minimum monthly call spend work?
- How do I receive my bill?
- Can I view my call records online?
- What payment options are available?
- Can I get a single bill for both Netspace Internet and Netspace Home Phone?
Technical:
What is Netspace Home Phone?
Netspace Home Phone is a full phone service that includes line rental, local, national, international calls and calls to mobile phones. By choosing Netspace to provide your home phone service you get access to great call rates and have one point of contact for your home phone and Internet needs.
Do I need to be a Netspace Internet customer?
Yes. Netspace Home Phone is presently only available to Netspace Home and SOHO Broadband account holders.
Can I have Netspace Home Phone on more than one number?
In most cases, yes. You can switch up to two telephone numbers to Netspace Home Phone. This would typically be your main home phone plus a second home phone or fax line.
The only exception to this is with certain bundled ADSL2+ plans on the Netspace Complete network that do not currently allow a second phone number.
Is Netspace Home Phone available anywhere in Australia?
Yes. You can switch any standard landline in Australia to Netspace Home Phone.
What is the Netspace bundle offer?
Netspace Broadband customers receive a discount off their monthly broadband plan by combining Netspace Home Phone with any eligible broadband plan.
How do I switch to Netspace Home Phone?
New Netspace customers: You can switch your phone service to Netspace Home Phone at the same as applying for Netspace Broadband, either online or over the phone. Simply choose a Netspace Broadband bundled plan and the Home Phone plan that best suits your needs.
If you're not sure whether or not you want to bundle when you sign up for broadband, you can switch to Netspace Home Phone at any time, applicable bundle discounts will automatically be applied.
Once you’ve switched to Netspace Home Phone, your line rental, local, national, international calls and calls to mobile phones will be billed by Netspace.
Existing Netspace customers: You can switch to Netspace Home Phone anytime through the MyPhone section in MyNetspace or by calling customer service on 131 456. Any applicable bundle discounts will automatically be applied.
Will I need to notify my current provider?
We will automatically notify your current phone provider that you have switched your phone service to Netspace.
Can I switch from Netspace Long Distance to Netspace Home Phone?
Yes. Customers currently registered to Netspace Long Distance can switch their phone line completely to Netspace Home Phone. When this occurs your long distance and calls to mobiles will be switched to Netspace Home Phone along with your local calls and line rental.
What happens to the bundle if I change phone providers?
A bundle discount will apply for as long as you have a qualifying Netspace Phone and Netspace Broadband service. If you discontinue your Netspace Phone service or move to a non–qualifying plan the bundle discount will not apply and the stand alone price will be charged.
The only exception to this is on certain bundled ADSL2+ plans where both the phone and ADSL service have been provisioned together as a bundled service on the Netspace Complete network. In this case changing phone providers will affect your broadband service and cancellation fees may apply.
How long does it take to switch my phone service to Netspace?
Once your Netspace Broadband connection is completed (or if you already have Netspace Broadband) it will usually take 5–10 working days for your phone application to be completed. The change will happen automatically and not cause any disruption to your phone service.
What does it mean to transfer to the Netspace Complete network?
Some Netspace ADSL2+ Bundle plans will require transferring your phone line to the Netspace Complete network. You should be aware that this change will include the following:
- Both your phone and internet service will be transferred to the Netspace Complete network as a bundled product and cancellation fees will apply if one or other of these services is cancelled, churned or ported away.
- There are certain telephone features that will be different or not available on the Netspace Complete network. In most cases a similar feature will be offered for similar monthly cost.
Telephony features supported include:
- Caller ID
- Call Divert
- Three Way Call
- Call Waiting
- Call Return
- Silent Number
- Voicemail
- Calling Number Display
- Selective Call Features
For a full description of these features including operating instructions please see the Netspace Phone Features pages.
Calls to 1900 numbers are not available on the Netspace Complete network.
1223 Directory Assistance will be charged at 50¢ per call.
A number of features will not be available. Some of these include Smart Ring; Easycall™ features, Multiple number services, 1# Telstra Feature Assistant™ and Telstra Home Messages 101™.
If there are certain features that you require please check with Netspace before switching to the Netspace Complete Network.
What happens when I transfer to the Complete network with an existing Netspace Home Phone?
If you have an existing Netspace phone account when you transfer to the Netspace Complete network you will notice charges and refunds associated with the change in network. These charges and refunds may occur over two invoice periods depending on your billing cycle.
You will receive service and equipment charges including line rental from your previous network along with service and equipment charges including line rental from your new Complete network. A pro-rata credit for any unused Service and Equipment charges from your previous network will be applied to either the first invoice you receive after transferring or the next. Call charges will continue unaffected throughout the change over.
Billing/Charges
How do Netspace call caps work?
Call caps are another way we provide you with great savings on long distance calls.
Your call will be charged at the regular per minute rate until the call cap is reached, after which you will enjoy "free minutes" up until the length of time specified in the call cap is reached (2 hours for national, 30 minutes for top 40 countries, 10 minutes for calls to mobiles), after which you will be charged at the applicable per minute rate for the remainder of the call.
All calls are charged in one second increments after the first minute and attract a flag fall.
For example, a call between Melbourne and Perth with a $1.98 call cap:
(Note: Call rates and caps will differ depending on plan chosen)A two minute call will cost 65¢. (2 min × 15¢/min + 35¢ flag fall).
A call lasting anywhere between 14 minutes and two hours will cost $2.33 ($1.98 call cap + 35¢ flag fall).
A call for longer than 2 hours will cost $1.98 call cap, plus 15¢ for each minute beyond the first 2 hours, plus 35¢ flag fall.
How does a minimum monthly call spend work?
If you have a Netspace Phone plan with a minimum monthly call spend you will not be affected if you make over the minimum monthly call spend amount worth of eligible calls (eligible calls are local, national, international or mobile calls) in a month. If in any month your call spend on eligible calls does not reach the minimum monthly call spend amount you will notice a minimum monthly call charge on your bill that will be equal to the difference between what you did spend on eligible calls and the minimum monthly call spend amount.
For example if the minimum monthly call spend is $10 and you make $10 or over worth of eligible calls during the monthly billing period you will not be affected.
If you make only $7 of eligible calls during the month you will notice a minimum monthly call charge of $3 on your phone bill for that month. $3 being the difference between the $7 worth of eligible calls that you did make and the minimum monthly call spend of $10.
How do I receive my bill?
Your monthly Netspace Home Phone invoice is emailed to your primary Netspace email address. You can also view your monthly invoice and the call records associated with each invoice using MyNetspace online account tools.
Can I view my call records online?
Yes. You can view your call records via MyNetspace online account tools.
To see the call records associated with a particular invoice, view that invoice in the MyBill section of MyNetspace. You will not be able to see call records for calls that are yet to be invoiced.
What payment options are available?
Netspace Home Phone requires an automatic payment method. Netspace Broadband customers can pay by either credit card or direct debit. Netspace Dial up customers can pay via credit card only. The amount payable for calls each month will be automatically charged to your nominated credit card or bank account. An invoice is sent to you by email.
Can I get a single bill for both Netspace Internet and Netspace Home Phone?
At the moment, Netspace Internet and Netspace Home Phone services are invoiced separately. However you can easily view and identify both your Netspace Internet and Home Phone invoices in the MyBill section of MyNetspace.
Technical
What is the call quality like?
Netspace Home Phone is a first class phone service. You should notice absolutely no difference in call quality to that of any major Australian telecommunications provider.
Do I need any special equipment?
No. All that’s required is your standard home phone connected exactly the same as normal. (For broadband connections you will still require a line filter.)
