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Using Your Service

Calling Number Display

Calling number display (CND), also known as Caller ID, allows the recipient of your call to see who has called. We provide CND at no extra cost with our home phone services, if your handset accepts CND.

Contact us if you wish to block the display of your number so that people don't see it, either for individual calls or on a permanent basis. If you request permanent blocking, it may take 2 business days to implement. Your number will still be disclosed to emergency services. You may not see another person's phone number if they’ve blocked display of their number, if the call or message is from an overseas number, if their network doesn't support CND or if the call is from a payphone.

If you receive an unwelcome or harassing call and need to know the other person's number, contact us to discuss your options


Call Forward On The nbn™

Call forward allows your landline service to send calls to an alternate number. 

This can be used in place of Message Bank, or during fault periods where the landline may not be operational. 

Call charges are applicable as the forwarded calls are classified as outgoing from your landline however unlimited plan inclusions will continue to cover the cost of these calls as normal. 

There’s no charge for the service itself, you only need to set it up and select a phone number to receive the forwarded calls. 

Call forwarding can be set up for:  Line busy, line unavailable or always, so that calls are forwarded immediately, 24/7.

If you would like to enable Call Forward on your nbn™ Service, you will need to get in contact with us so that we can enable this for you.

Can I change my nbn™ Speed?

Silent Number On The nbn™

A silent number prevents your landline number from being listed in both the hard copy and online directories along with it not being shown on caller ID services for landlines and mobiles that you dial to. 

The service is free and can be switched on and off at any time, note that some directories will take time to remove your number, particularly the yearly phone book.

If you would like to add or remove Silent Number from your Service, please get in contact with us and we will arrange this for you.

Call Waiting On The nbn™

Call waiting is a service that notifies you when someone else is trying to reach you while you are on a call. 

You will hear a tone on the line indicating that a caller is waiting, allowing you to hold the current call and answer if you wish. 

The service is free and can be switched on and off at any time. To add or remove call waiting to your Service, you will need to get in contact with us.

What is shaping?

Shaping means that once your data usage exceeds the monthly allowance, your speed is reduced to a slower speed rather than incurring excess usage fees.

Am I Able To Use Premium Services On The nbn™?

Unfortunately, Premium Services such as 19/1900 numbers are not available on the nbn™ network through Southern Phone.

How Do I Disconnect / Cancel My nbn™ Service?

If you no longer require your nbn™ Service(s) with us, and you would like to retain your Phone Number, you will need to contact a Provider of your choice and sign up with them. 

Once you are connected with them you will need to contact us and request we disconnect your Home Phone and Internet Service.

If you would like to disconnect your Service(s) and are not retaining your phone number, please contact us and we can arrange this for you.

Please Note: nbn™ Internet Services are not transferable and will require disconnection, you will need to request this and will be charged up until the date the Service(s) are requested for disconnection. Early Termination Fees will apply if you cancel your Service(s) whilst they are under contract.