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Help Center

Common Questions About Your Home Phone

How Do I Return My Home Phone Handset?

If you are currently renting a Telstra Handset and are wanting to return this to have the monthly handset rental charge removed from your statement, there are a couple of things you should know.

You will need to get in contact with us and provide us with the following information:

  • The date you would like to return the handset
  • The Telstra Store or Post Office Location you would like to return the handset at

Once you have provided this information (along with your account details) we will submit a request for the handset to be returned.

We will contact you within 10 business days and provide you with a receipt number to take with you when you return the handset. You will need to provide this to the Telstra Store or Post Office.

Any applicable credits for in advance charges for the handset rental will appear on your statement within 4 - 6 weeks from the date the handset is returned.

Finding A Previous In-Place Number

If you are wanting a New Connection or are Relocating a Service, it is really helpful to be able to provide the previous number that was connected at the premises you are wanting a connection too. 

The previous phone number is called "A Previous In-Place Number". 

Providing us with the Previous In-Place Number is very helpful as not only does it mean we can locate the premises easily, but it can also mean the difference between a New Line Fee ($339.00) and a Standard Connection Fee ($99.00) as we are able to determine if there is a line available for us to connect to.

There are a couple of ways of obtaining a Previous In-Place Number, depending on if there is or isn't dial tone when you plug a handset in at the premises.

Finding an In-Place Number - With Dial Tone - Call 12 722 123

Finding an In-Place Number - Without Dial Tone - Call 1800 801 920

Once you have the Previous In-Place Number, be sure to get in contact with us and let us know the details, we will then include this with your order request and get your Service connected as quickly as possible for you.

New Connection: I Want To Get A Home Phone Connected

If you do not have a pre-existing (copper PTSN) Home Phone Service at your address and you would like one connected, there is some important information you should be aware of.

  • It can take up to 21 business days to connect a Landline Service.
  • The minimum cost for a New Connection of a Landline Service is $99.00.
  • If a technician is required to attend or a New Line is required to be installed then the fee is $339.00.
  • Providing us with the Previous In-Place Number is very helpful as not only does it mean we can locate the premises easily, but it can also mean the difference between a New Line Fee ($339.00) and a Standard Connection Fee ($99.00) as we are able to determine if there is a line available for us to connect to.
    There are a couple of ways of obtaining a Previous In-Place Number, depending on if there is or isn't dial tone when you plug a handset in at the premises.
    Finding an In-Place Number - With Dial Tone - Call 12 722 123
    Finding an In-Place Number - Without Dial Tone - Call 1800 801 920
  • If you also sign up for an ADSL Internet Service and for any reason we cannot provide this, the New Connection Fees will remain payable
  • There is a 6-month contract on all New Connections and the Early Termination Fee is $99.00.

I Am Moving / Relocating And Want To Take My Services To My New Address

We understand that moving can be stressful, we recommend getting in contact with us at least 3 weeks prior to your move if you are moving to a non-NBN area, this will give us time to organise to move your Service(s) for you.

  • If you are moving a landline service, we will try our best to keep your home number the same, unfortunately sometimes this isn’t possible and we may have to provide you with a new number, we will give you a call to let you know.
  • If you are moving to a house and no new lines are needed it will cost $59.00 to relocate your landline service.
  • If a Technician is required to attend or new lines need to be installed then the relocation fees can be up to $339.00.
  • Providing us with the Previous In-Place Number is very helpful as not only does it mean we can locate the premises easily, but it can also mean the difference between a New Line Fee ($339.00) and a Standard Connection Fee ($99.00) as we are able to determine if there is a line available for us to connect to.
    There are a couple of ways of obtaining a Previous In-Place Number, depending on if there is or isn't dial tone when you plug a handset in at the premises.
    Finding an In-Place Number - With Dial Tone - Call 12 722 123
    Finding an In-Place Number - Without Dial Tone - Call 1800 801 920

  • If you are moving into a new house, then there may not be lines installed up to your property, if this is the case we will let you know and get you in touch with a contractor to arrange additional work to be completed to install the required lines. Additional fees will apply if this is the case, but the contractor will provide you with a quote before you proceed.
  • If you are also relocating an ADSL Internet Service there is an additional one-off relocation charge of $59.00 for this, and it can take between 5-10 business day to relocate after your landline is connected at your new place. We can’t guarantee that we can move your Internet Service as it does depend on the availability of the exchange, but we will try our hardest to get this connected for you.

How Do I Disconnect My Home / Office Phone?

Before you disconnect your PTSN Home Phone, there is some important information you should know.

Please note that when you disconnect your number it will no longer be available for you to use.

Any ADSL Internet services or VoIP Services on this line will also be disconnected.

Once you disconnect you will not be able to transfer the service to another provider.

If you are under contract for this service a Break of Contract fee will apply.

If you would like to disconnect your Service, please get in contact with us and we will arrange this for you, you will be charged up until the disconnection date of your Service and anything you have paid in advance will be credited back on your final statement. Please see our Billing FAQ's for more information.