Netphone FAQ’s

Netphone Explained

What is Netphone?

Netphone is the name of our VoIp plan. VoIP stands for Voice over Internet Protocol. It is a method for taking analogue audio signals (like the kind you hear when you talk on the phone), and turning them into digital data that can be transmitted over the Internet.

Basically, using VoIP allows you to make calls using the Internet (using additional hardware) to phone numbers you would usually call at a reduced cost or in some cases, for free. If you are phoning another person using the same VoIP provider then the call will be totally free.

What is iiTalk?

iiTalk is a VoIP service that comes free with every Naked DSL service.

What do we offer?

Netspace utilises iiNet's state of the art telephone service that allows you to make cut price telephone calls over the Internet using VoIP technology. Netphone converts the voice signal from your telephone into a digital signal that travels over the internet then converts it back at the other end so you can speak to anyone with a regular phone number. Netphone works very similar to a conventional telephone service but with many additional features.

What are some advantages of Netphone?

  • Savings off your regular phone bill
  • High quality sound
  • Get your family and friends on VoIP and make calls for free
  • Free basic products including call forwarding, voice mail, three-way calling and more
  • Low $9.95 monthly fee (free for iiTalk)

How do I qualify for Netphone?

To be eligible for Netphone, you will need to have signed up or relocated your broadband plan with Netspace after the 8th of November, 2010. We are currently working on making Netphone available to all Netspace customers.

Calling Number Display for Netphone

What is Caller Line Identification (CLI)?

CLI is data that is automatically generated at the time a call is established and passed through carrier networks; and includes the called party's number, the calling party's number, the date and time of the call, the call's duration and routing. CLI facilitates efficient call management, route selection and billing and is passed between carriers to support the operation of carriage services in accordance with the Telecommunications Act 1997 (the Act).

CLI makes possible the provision of a range of products and services to customers, including Calling Number Display and Calling Name Display (both referred to as CND). The exchange of CLI between carriers however, can also raise risks to personal privacy because of the personal information that is being exchanged.

What is Calling Number Display?

CND means that the phone number of the service used by calling parties will be displayed automatically to customers who subscribe to CNDsServices. Callers may be identified by their numbers before their phone calls are answered and that their numbers may be captured by organisational users of CND and linked to databases for recognition of callers and use of this information.

CND offers a range of service advantages for people receiving calls, such as being able to identify the source of incoming calls before picking up a receiver, keeping a log of incoming calls while away from the phone and being able to immediately return a missed call. CND offers several benefits to business users, including retaining contact numbers of callers for the purpose of future contact and providing enhanced service for existing customers, who can be immediately recognised at the time of their call.

However, CND also raises some complex problems through the risks it poses to personal privacy, where it applies to existing telecommunications networks and participation is on an opt-out basis. Callers in many situations may not wish the receiver to be able to identify their telephone number. Doctors who call patients from home, customers who call businesses but do not wish to be contacted in the future, and victims of domestic violence are some of the groups who may not want their numbers disclosed. Integrated with other technologies, CND can allow increased collection and use of personal information, without the knowledge of the consumer.

Unless you block your telephone number, your number (with date and time of the call) will be displayed on the telephone or mobile handset of the person you are calling where that person has CND.

What is CND blocking?

Customers are allowed to block their CND, free of charge. CND blocking means the method by which a customer prevents their CND information from being displayed to subscribers of CND services, either permanently, or on a per-call basis.

How do I block CND?

Customers can manage their personal privacy by blocking CND. Customers who do not wish to have CND displayed to the called party can opt-out, either on a per-call or permanent basis. Customers opting out on a per call basis can prefix a call with *67. Customers opting out on a permanent basis can go to MyNetspace and choose "disable CLID".

Disclosure of your CLI

If you have call blocking or line blocking enabled on your phone line, or you have a silent number, your CLI will generally not be disclosed to third parties.

However there are some circumstances in which your CLI will always be disclosed. You cannot block CLI on calls made by you or someone else on your phone line:

  • To the emergency call service (000)
  • On internet dial up calls made to an internet Service Provider (ISP) who uses a Telstra ISDN service or an 01983 access number, but only where the ISP uses the CLI for fraud prevention, billing, call management or credit control.

What should I do if my CND blocking fails?

If you become aware that your CND blocking has failed, first take up the matter with us. If the problem is not resolved, you can raise the matter with the Telecommunications Industry Ombudsman (TIO), who can investigate and help resolve your complaint. You can contact the TIO on freephone 1800 062 058.

Is CND available with Netphone?

Yes

Netphone accounts and signup

How do I sign up for Netphone?

You can sign up for Netphone via our website (MyNetspace) or by calling 131 456. Netphone is only available to customers who have a current broadband account.

How do I sign up for iiTalk?

iiTalk comes free with every Naked DSL service. You cannot buy it separately at this stage.

How long will it take to connect to Netphone or iiTalk?

If you are new to Netspace, your Netphone/iiTalk service will be enabled after your broadband services are connected. For existing customers Netphone will be enabled within approximately 24 hours. iiTalk is only available with a new Naked DSL service.

How do I pay for Netphone or iiTalk?

The monthly rental charge for Netphone is $9.95. Monthly rental and call charges will be added to your bill and you can pay by credit card or direct debit. iiTalk comes free with every Naked DSL service — you only pay for the calls you make (excluding local and national calls — they are free too!).

Can I get an itemised statement?

Yes through our online call tracking facility in MyNetspace.

Is the service available for businesses?

Yes.

If I have an existing broadband plan can I have the service billed with this account?

Yes.

Can I get a printed and mailed statement?

Paper invoicing costs $1.49 per statement. Of course, emailed invoices can also be printed out.

Is there a maximum spend I can make on calls during a month?

No. However please note as per our CRA, Netphone Sec 4.6: If VoIP service charges exceed $500 in a single billing period then we will contact you so we can discuss your bill and debit your account.

Can I cancel the service at any time?

Yes.

Should I let you know if any of my contact details change?

Yes! Please let us know if any of your details change.

What defines a capital city in regards to call rates?

This only applies to our Netspace Phone product. Our current VoIP product is 15c Australia-wide meaning that capital cities are not charged at a different rate. iiTalk comes with free local and national calls Australia-wide.

A call to a capital city is classed as a call made to a capital city call zone and its adjacent call zones.

A call zone is a collection of geographically related exchanges. Call zones determine what is classed as a local call. A call zone does not match a suburb, e.g. the Fremantle call zone is not the same as the Fremantle suburb.

These are the call zones included in "Capital Cities" per state.

  • Perth: Armadale, Fremantle, Herne Hill, Kalamunda, Rottnest, Spearwood, Wanneroo
  • Adelaide: McLaren Vale, Mount Barker (SA), Salisbury, Woodside (SA)
  • Darwin: Arnhem, Daly, Noonamah
  • Brisbane: Beenleigh, Cleveland, Ipswich, Redcliffe, Samford, Sandgate
  • Sydney: Avalon Beach, Bankstown, Blacktown, Dural, Engadine, Liverpool, Parramatta, Sutherland, Terrey Hills
  • Melbourne: Clayton, Craigieburn, Croydon, Dandenong, Eltham, Kalkallo, Point Cook, Ringwood, Sunbury, Sydenham, Werribee, Whittlesea
  • Canberra: Bungendore, Captains Flat, Gearys Gap, Gundaroo, Michelago, The Mullion, Uriarra Forest
  • Hobart: Brighton, Huonville, Margate, New Norfolk, Richmond (Tas), Sorell

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Netphone FAQs