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Phone Features 3-Way Chat - Activating 3-Way Chat - Features and Benefits3-Way Chat - How to use 3-Way Chat - What is it?Abbreviated Dialling - What is it?Call Back - How much does it cost?Call Back - How to useCall Back - TroubleshootingCall Back - What is it?Call Back Busy - How to cancelCall Back Busy - How to useCall Back Busy - What is it?Call Barring - How does it work?Call Barring - How much does it cost?Call Barring - What options are available?Call Control - ActivatingCall Control - CostCall Control - How to useCall Control - What is it?Call Forward - How much does it cost?Call Forward - How to useCall Forward - What is it?Call Return - How much does it cost?Call Return - How to useCall Return - TroubleshootingCall Return - What is it?Call Waiting - ActivatingCall Waiting - Troubleshooting this ServiceCall Waiting - What is it?Calling Number Display - How much does it cost?Calling Number Display - What is it?Delayed Hotline - ActivatingDelayed Hotline - How to useDelayed Hotline - What is it?Duet Phone and Fax Multiple Number - What is it?Line Blocking - ActivatingLine Blocking - How to useLine Blocking - What is it?Line Hunt - How much does it cost?Line Hunt - Is it available?Line Hunt - What is it?MessageBank - Can I get it?MessageBank - Changing the number of rings before it answersMessageBank - How do I set it up?MessageBank - How much does it cost?MessageBank - How to set it upMessageBank - What is it?MessageBank Away - How much does it cost?MessageBank Away - What is it?MessageBank Virtual - How much does it cost?MessageBank Virtual - What is it?Multiple Number - How much does it cost?Multiple Number - What is it?Order NowPriority Assistance - What is it?Remote Access - How much does it cost?Remote Access - What is it?Remote Access - Where is it available?Silent Number - ActivatingSilent Number - What is it?Smart Ring - What is it?
Special Calls1900/Premium Services - Concerned about your use?1900/Premium Services - How are you charged?1900/Premium Services - What are they?Directory Assistance - ChargesInternet and Data Calls - What are they?Reverse Charge Call - What is it?Reverse Charge Call - What number do I call?SMS from a Fixed Phone - ChargesSMS from a Fixed Phone - Display of your telephone numberSMS from a Fixed Phone - How does it work?What can you do to lessen the risk of high, unexpected bills?
Other ServicesInbound Service - Can you change the terminating number?Inbound Service - Charges for the callerInbound Service - Charges for the service ownerInbound Service - Setting up a 13, 1300 or 1800 serviceInbound Service - Why have a 1300 or 1800 service?What is Priority Assistance?Mobiles
International RoamingCall BarringCall ForwardEmergency calls - dial 112How do I activate International Roaming for my mobile service?How International Roaming worksHow much does it cost?How you will be billedJust before you goLost or stolen phoneMaking callsReceiving callsTroubleshootingUnderstanding your call chargesUsing SMS (text messaging)Using Voicemail overseas
Handset FaultsCalls Drop outCannot Hear Calls (Audio Problems)Handset Will Not Turn OnIncoming Audio IssuesNo incoming or outgoing audioPhone Doesn't Hold ChargePhone Locks UpPhone switches offSmudge or Blur on ScreenThe Battery Will Not ChargeThe screen is lit up but still blankThere is a line on the screen
Mobile Common QuestionsCall DiversionCan I bring my number from another provider?Can I change my plan?First bill – What are pro-rata charges?First bill – Why am I charged a month in advance?How do I call and SMS Internationally from my mobile?How do I enable international roaming?How do I set up Voicemail?How long does it take to activate my Southern Phone SIM?How long until I receive my SIM?International Call RatesLost or Stolen PhoneWhat if transferring my number to Southern Phone was unsuccessful?What is a Premium SMS?What is an MMS?What is Mobile Data?Will I be notified before I exceed my included call/text/data limit?ADSL Broadband
ADSL Common Questions Am I able to use my own modem or a modem from another provider?Can Southern Phone guarantee the availability of the ADSL at my address?Do I have to have a contract on my ADSL service?Do I need to have an active telephone service to connect my ADSL?Does it matter which phone provider I use for my phone line?Does Southern Phone provide Set-Up Assistance?First bill – What are pro-rata charges?First bill – Why am I charged a month in advance?How do I know if I am eligible for ADSL?I already have broadband with another provider. Can I switch to Southern Phone?What happens after I submit my order?What happens if I am still in contract for my ADSL service, and then the NBN becomes available at my address?What information do I get after I submit my order for ADSL?What speed will I get with my ADSL connection?When will I receive the modem?Where can I check my ADSL usage?Consumer Rights
Customer Service GuaranteeHow do I claim payment?How much is paid?LocationsRepairsWhat services are covered by the CSG?When does the CSG not apply?Where can I get more information?Billing
Direct DebitCan I cancel the direct debit arrangement if I change my mind?Can I make changes to my periodic payment?Can I put my arrangement on hold or skip a payment?What choices do I have on direct debit?What if I don't agree with the amount due?Will I be charged a fee if my payment dishonours or is declined?Will I still get my bill if I pay via a due date arrangement?
RefundsCan Southern Phone provide a refund to a customer?Can Southern Phone reverse payments made via Australia Post or Bpay?
Payment MethodsCan Southern Phone provide a refund to a customer?Can Southern Phone reverse payments made via Australia Post or Bpay?Payment MethodsNBN Broadband
NBN Common QuestionsAm I able to call Premium Services on the nbn™ network?Am I able to get Message Bank on the nbn™ network?Can I choose where the nbn™ equipment is installed in my premises?Can I get a modem/router from Southern Phone?Can I keep my existing telephone number when I switch to nbn™?Can weather affect my installation?Do I need to have a home phone line for nbn™?Do I need to switch to nbn™?Does someone need to present for installation?First bill – What are pro-rata charges?First bill – Why am I charged a month in advanceHow do I connect to nbn™?How long will it take to connect my home phone to nbn™?How long will it take to connect to nbn™?I have existing internet services. How does switching to the nbn™ network affect me?I’m renting – What do I need to do to get connected to nbn™?What equipment do I need for installation?What happens if I am not available for the nbn™ installation appointment?What happens on installation day?What happens to my services when the copper network gets disconnected?What information do I need to provide when I place my nbn™ order?What is nbn™?What is the Battery Backup Power Supply Unit?What should I do if I need to change or cancel my nbn™ order?When can I connect to nbn™?Will my current modem/router be compatible with nbn™ broadband?Will my home phone still work when I switch to nbn™?Will my medical alarm, security alarm, EFTPOS machines or fax work on the nbn™ network?Will there be any disruption to my current services during the nbn™ installation process?
NBN Modem Set Up GuidesNBN Fibre to the Node (FTTN) modem setup guideNBN Fibre to the Premises (FTTP) modem setup guideNBN Fixed Wireless modem setup guideOptus 2G Network Shutdown
Common 2G QuestionsHow will the 2G network shutdown affect my Southern Phone mobile service?What are my options once the 2G network is closed?What benefits will I get once I have upgraded?What can I do with my old 2G device once I upgrade?What frequencies do the 2G network use?What is a 2G handset?What is a 3G Single-Band (2100MHz) Device?What will I see on my screen?Will all 2G devices be affected?Will I lose my coverage when using a 2G SIM in a 3G Single-Band Device?NBN Sky Muster Satellite Broadband
Common questions I’m renting, what do I have to do to get connected to the nbn™Are the Speeds Guaranteed?How can I see what data I have used this period?How do I check my eligibility for nbn™ Satellite?What equipment will the technician install at my property?What happens if I exceed my monthly data allowance?What is data allowance?What is Peak usage times?What is shaping?What speed is the new Sky Muster™ service designed to offer Customers?What will happen on installation day?Will I need a new dish and other satellite equipment?Will there be a Fair Usage Policy in place for the new Sky Muster™ service?