Phone FAQs
01.
How do I switch to ClubTelco?
Contact us on 13 TELCO
(13 8352) and we will be happy to help.
02.
Why should I choose ClubTelco over all other phone providers?
ClubTelco offers some
of the most competitive plans and rates and you will probably save money
on your existing provider. With ClubTelco all your services are detailed
on an easy to understand monthly bill. Plus you get access to our affiliate
Infinite Rewards programme, discounts off you monthly bill, plus much
more.
03.
Will my phone number stay the same?
Yes. There is no need
to change your number nor is there any need for a new phone or any other
additional equipment.
04.
Can I still use my message bank service?
Yes. This and any other
calling features or value added services you already have on your line,
will remain active after switching to ClubTelco. Please note some call
features incur a fee which are detailed on www.clubtelco.com.
05.
Who can I call if I have a query or complaint?
Contact us on 13 TELCO
(13 8352).
06.
How long does it take to switch my phone line to ClubTelco?
Switching will usually
occur within 3 weeks of your request to move your phone service to ClubTelco.
If there are any issues with us moving your phone line to ClubTelco we
will contact you.
07.
How do I report a phone line fault?
Contact us on 13 TELCO
(13 8352) and we will log the fault and work with our phone line wholesaler
to get the issue/fault resolved as quickly as possible.
08.
Does GST apply to my phone, internet & VoIP services?
Yes GST applies to all
services, excluding calls while made overseas, and all rates quoted include
GST.
09.
What is a flagfall?
Flagfall is a connection
fee charged when making calls. ClubTelco members are only charged a connection
fee on international calls.
10.
What is a pro-rata charge?
Pro-rata is the charge
for services in advance during your first invoice period with ClubTelco.
We charge monthly access fees and line rental one month in advance whilst
calls and any other charges are billed the following month.
11.
Can I view my call records on the internet?
Yes you can view your
call records on the internet. ClubTelco's MyAccount section allows you
to view your ClubTelco call records. If you wish, you can also pay your
bill online.
12.
How often will I be billed?
On a monthly basis.
13.
Is there a charge for the MessageBank services?
Yes. It is $5.00 per
month for ClubTelco Members.
14.
Can ClubTelco arrange a new phone line connection?
Yes, ClubTelco can provide
new connections. The cost depends on whether a phone line exists at all
or if it just needs activating. To find out more please call us on 13
TELCO (13 8352).
15.
What does it cost to dial a 13 or 1300 number from my home phone?
Calls to 13 or 1300
numbers are charged at 30c per call.
16.
Can I pay my bill by Direct Debit?
Yes of course, many
of our customers choose this option because it means they don't have
to remember what date their bill is due. Just contact us on 13 TELCO
(13 8352) and we will send you a direct debit form or visit www.clubtelco.com
to download the Direct Debit form.
17.
How do I change my credit card details?
Contact us on 13 TELCO
(13 8352)
18.
What do ClubTelco calls and charges refer to on my bill?
ClubTelco call charges
refer to any local or long distance calls made via a ClubTelco service.
These include local, STD, international calls and calls-to-mobiles as
well as 13/1300 calls and calls to special or premium services.
19.
How do I change the account holder on MyAccount?
To change the account
ownership, we require a Change of Lesee form to be completed. This form
is available at the Support section of our website or call us on 13 TELCO
(13 8352).
20.
How can I give my permission for someone else to access MyAccount?
For security purposes,
you will need to supply a 'secret answer' to enable us to identify the
authorised person. To find out more please call us on 13 TELCO (13 8352).
21.
Why hasn't my payment been applied on MyAccount?
If your payment was
made after the due by date, or within a couple of days of your current
account being issued, it may not show on the account. You should check
your payment on your next account or you can go to the MyAccount option
on this website to view your call record details.
22.
Why does another carrier bill me for some calls?
You may have dialed
another carrier's override code before making a call. The carrier whose
override code you have used will bill you for that call.
23.
Why have I received a payment reminder?
Your payment may have
been received after the payment reminder letter was sent. If so, you'll
see your payment on your next account or go MyAccount to check your bill
online. If you receive another payment reminder please contact us to
confirm your payment was received.
24.
What is ClubTelco's ABN number?
Our ABN is 52 144 488
620.
25.
Will ClubTelco's billing coincide with the billing of Telstra and Optus?
ClubTelco has five billing
cycles and the cycle you are on depends on the date that you signed up
for service.
26.
Is there a cooling off period?
Yes, but only for customers
that have been approached by a ClubTelco sales channel. The cooling off
period is 10 business days.
27.
Does ClubTelco offer full service landline customers a range of value added
services such as call waiting, caller ID and message service?
ClubTelco offer a range
of Value-Added Services offered by Telstra. These include Call Waiting,
Silent Number, Caller ID, Call Forward and MessageBank. Accessing these
services involves pressing the same phone codes to use. Please visit
www.clubtelco.com for more information on these services.
28.
What is the process for removing the Telstra handset rental?
You must make an arrangement
with ClubTelco to confirm where you will be returning your handset (eg:
Post Office) and ClubTelco will liaise with Telstra to have the handset
rental charge removed by Telstra.
29.
If I transfer my home phone to ClubTelco, what should I do with my telephone
handset?
You can use your current
telephone handset with your new home phone service. However ClubTelco
offers an attractive cordless phone for purchase
30.
What if I have complex phone services like line hunt? Can I get ClubTelco
ADSL2?
These are referred to
as 'complex' ports and are supported by ClubTelco.
31.
Will my telephone features be affected by ClubTelco broadband?
Your broadband service
and telephone work on completely separate frequencies. Your telephone
features will operate as normal, allowing you to make calls or send faxes
whilst having internet access. Please note all devices connected to a
telephone line that has ADSL enabled must be fitted with line filters,
except the phone line that is connected to the modem/router. For more
information, please visit www.clubtelco.com.
32.
How do I stay in control of my bills?
1. You can check your
usage at any time by logging into MyAccount. You can also call our customer
service team on 13 TELCO for the same information.
2. You can restrict certain services (such as some call types and Premium
SMS) associated with higher fees.
3. We can contact you if we detect excessive usage on your account.
4. Some of our plans (including data plans) do not have any charges for
exceeding your limits (your speed may be reduced instead).
