Frequently Asked Questions

We have answered some of our most frequently asked questions that we receive at TelcoHQ Australia. If you have any questions that you would like answered, feel free to reach out

Frequently Asked Questions

  • What are the TelcoHQ Australia opening hours?
    Sunday 8a.m.–8p.m.
    Saturday 8a.m.–8p.m.
    Monday 8a.m.–10p.m.
    Tuesday 8a.m.–10p.m.
    Wednesday 8a.m.–10p.m.
    Thursday 8a.m.–10p.m.
    Friday 8a.m.–10p.m.
  • I have an emergency, I need to get in contact with TelcoHQ Australia immediately.

    We are here to help if you have any emergencies. Please call 1300 193 299 and we will be able to assist you.

  • How can I contact TelcoHQ Australia?

    We are available to chat with you at anytime. You can chat with someone in our customer service department by using the chatbot in the bottom right hand corner of this screen. You can also call us anytime at 1300 193 299, email us at info@telcohq.com.au or fill out the contact form on our contact page here.

  • What locations does TelcoHQ Australia service?
    We can assist you with your business anywhere across Australia. Please call 1300 193 299 and we will be able to assist you with more details.
  • What is NBN™?
    The NBN is Australia's national broadband network. It's replacing copper wires and cable broadband with optical fibre and other technologies to deliver more reliable, high-capacity internet to your home.
  • Can I get the NBN™?

    The National Broadband Network (NBN) is almost complete, with more towns, suburbs and cities across Australia being added frequently.

    You can find out if you have the NBN™ rollout in your area by checking the NBN™ roll out map.

    If your NBN™ is installed and you are in need of some NBN™ plans, please check out the TelcoHQ Australia plans here.

  • Can I keep my existing phone numbers when switching to NBN™ voice?

    Yes, absolutely! TelcoHQ Australia is able to transfer your existing phone numbers onto an NBN voice service. This ensures there is no disruption to your home or business.

    You can then either use a phone port on the back of the TelcoHQ supplied NBN™ router or connect one of the TelcoHQ Hosted PBX solution so you can use your existing phone numbers.

  • Do I need to have a business phone line to be able to connect to NBN?

    The simple and short answer is no! While some NBN services are delivered using a copper cable, there is no need to keep an active telephone line to connect to NBN. In the case of FTTN/B (fibre to the node or basement) NBN will use the existing copper cable that runs into your business. If your business has not had a copper telephone line installed in the past, then NBN will connect a new copper cable for you.

    If your business is connected to NBN by FTTP, HFC or Fixed Wireless, then no copper cable will be needed to connect your business to NBN.

    If you have any more questions about your business requirements, you can reach out to us anytime by using the chatbot attached to this page, by calling us at 1300 193 299 or by contacting us via our contact form here.

  • How do I get connected to the NBN?

    If you’re in an area where NBN is available, you can contact TelcoHQ Australia to get connected. We offer outstanding NBN plans that are highly competitive in price and service. Please visit the Business NBN page or contact us at 1300 193 299 to speak to someone at TelcoHQ Australia.

  • How do I plug in my NBN router?

    If you have been sent an NBN router from TelcoHQ, please contact us and we will be able to provide you with the best information. You can reach out to us anytime by using the chatbot attached to this page or by calling us at 1300 193 299

  • How will be the NBN benefit my business?
    There are many reasons why NBN will benefit your business. We have outlined a few major benefits below:
    1. Better Internet Speed - NBN currently offers speeds up to 100Mpbs/40Mbps which is great for download and upload speed. This means that your business can easily share a strong connection and download/upload content very quickly and easily.
    1. Improve Internet Reliability - with the new high-speed NBN connection to your business, it means that the aging copper cabling that runs into your business is no longer required. A Fibre Optic cable will be used instead, which means that Internet drop-outs will decrease drastically, if not eradicate.
    1. Video Conferencing - A huge benefit to connecting NBN to your business is that is gives you the ability to run video conferencing over the internet due to the high speed and reliability. This is perfect for businesses who have shifted to a WFH model and will allow you to cut down on travel expenses by hosting meetings via Skype and zoom.
    1. Run voice services over the NBN network - A great benefit of the NBN to your business is that it gives you the ability to run and carry multiple voice calls over the internet. This also means you can utilise products like the Hosted PBX plans in conjunction with your NBN connection.
  • Why would my Business NBN be running slowly?

    Business NBN can run slowly for a number of reasons. When moving to the NBN, businesses will often experience increased bandwidth compared to older ASDL services. It is important to understand the reasons why your NBN may be running slowly.

    Understand that many other users are on your network as well. This can either be via the cables ethernet connections to your modem, as well as through your wifi connection. The more devices you have connected, the more bandwidth is shared. Ensure you have a secured WiFi and secure password, as anyone nearby can always log onto your wifi and start consuming bandwidth.

    System updates can also effect your speed. If you are using Windows, you may be experiencing automatic updates which can slow down performance. If you are using other devices, check your system updates settings to ensure that this is not running in the background.

    Backup apps like Dropbox and OneDrive can also decrease speed. If you have automatic backups set to your laptop or apps, this can slow the performance of your wifi. Check the settings and limit the amount of bandwidth for uploading and downloading via these apps. These may be running in the background and you don’t know.

    If you have checked the above methods and you are sure that these are not the reasons why your connection is slow, then feel free to contact to us anytime. Someones there can be network faults or planned maintenance that you may not be aware of. We can provide you with this information or we can discuss some other reasons why things could be slow.

    Reach out to TelcoHQ Australia at any time via the chatbot in the right hand corner of your screen or by calling us at 1300 193 299

  • What happens at my business NBN appointment?

    The NBN activation appointment will vary depending on your business, the location of your business and how NBN can be delivered to your business. Once you make an appointment with TelcoHQ Australia, we will provide you with all the information required for your installation and activation.

    If you require to have more information immediately, please contact us anytime by using the chatbot in the right hand corner of your screen or by calling us at 1300 193 299.

  • Will I require internal cabling after my NBN has been installed at my business?

    After NBN has been connected, the way you run your business internet and phone services will become more efficient and streamlined. TelcoHQ Australia often works with businesses to install NBN.

    With any NBN bundles or plans with TelcoHQ Australia, we provide you with the information to have the correct professional cabling connected to your business. We always recommend getting professional internal cabling done for your business, as it is a one off cost that will allow your business to run efficiently.

  • What is business fibre internet?
    Business fibre internet is a business grade internet service that is delivered to a business using fibre optic technology. Business Fibre enables your business to benefit from the superior internet connection. The copper cabling is lightweight and durable which allows for increase upload and download speeds. The TelcoHQ Australia Business Fibre plans are designed to provide maximum power and speed for all employees, large file transfers and downloads, better cloud services and better data backup. We ensure that our clients receive the best Business Fibre for their businesses.
  • What are the benefits of business fibre?
    There are many advantages to installing strong Business Fibre into your business. Business Fibre is designed to not only allow your business to have better digital communications internally and externally, but it ensures you are effectively showcasing your brand the best way possible; in a fast and reliable fashion.
    • Increased speed: Apart from being extremely cost efficient, Business Fibre increases the speed of your connection, which will increase productivity across the board.
    • Cloud Access: With cloud-based applications and data being at the forefront of internal operations, providing your colleagues and employees with fast connection will allow them to upload and download fas and use internal software fast.
    • Signal Strength: With traditional broadband internet, the signal tends to weaken as the user moves away from the switchboard. This does not occur when using Business Fibre and can really benefit businesses in large spaces.
    • Enhanced security: Hackers can easily gain access to cable internet, due to cable tapping. With Business Fibre, the only way for hackers to gain access is by physically cutting the fibres, which would cause the signal to disappear. This ensures a safer and more secure work environment and digital space.
    • Reliability: Business Fibre provides businesses with reliable advantages over traditional broadband internet. Physically, it is much stronger and is not susceptible to extreme weather conditions, human handling and electrical interference. Unreliable internet connections can not only cause havoc to businesses, but they can have extreme costs to businesses. Protect your business today by installing TelcoHQ Australias Business Fibre. 
  • What is Fibre 400?
    Fibre400 is a high speed data product that is provided in buildings that are connected to the TPG Fibre 400 network. Plans come with a 400/400Mbps symmetrical speeds, unlimited data, 1:1 contention Ratio and TelcoHQ business grade support.
  • What is Fibre 1000?
    Fibre1000 is a high speed data product that is provided in buildings that are connected to the TPG Fibre 1000 network. Plans come with a 1000/1000Mbps symmetrical speeds, speed guarantee, guaranteed bandwidth, 24x7 dedicated support, unlimited data, 1:1 contention Ratio and TelcoHQ business grade support. To learn more about the Fibre 1000 plans, check out the TelcoHQ plans here.
  • What is Enterprise Ethernet NBN?
    NBN™ Enterprise Ethernet is the NBN networks Business Fibre Internet service offering high performance internet up to 1000/1000Mbps across the NBN fixed line footprint. Now your outer metro and regional sites can share a single cost effective high quality data network with fast internet bandwidths up to 1000/1000 Mbps. To learn more about the Enterprise Ethernet NBN plans, check out the TelcoHQ plans here.
  • What kind of phone systems does TelcoHQ Australia offer?
    TelcoHQ Australia has partnered with iPECS, LG and Ericsson to deliver you and your business with exceptional phone systems. Connect with your customers the most cost efficient way by implementing our phone systems to your business. At TelcoHQ, it is extremely important to us that we provide you with the best phone systems for your business. Choose the Phone System that is right for you and take a look through our brochures for more information. If you are interested in learning more about the TelcoHQ Australia phone systems, check out the page here or contact us through the contact form.
  • What are the benefits of using the iPECS phone systems for businesses?
    We have an array of different options when it comes to the iPECS phone systems. iPECS UCP is Ericsson-LG Enterprise’s unified communications platform and is designed to help organisations communicate and collaborate with all of their stakeholders. iPECS Unified Communications helps people across your business be more productive and efficient regardless of their location or chosen device. Some of the main benefits are:
    • Simple Unified Communications
    • Increase reliability and flexibility with distribution architecture
    • Anytime and anywhere connectivity
    • Integrated applications tailored to your needs
    • Leverage the latest standards based technologies
    • Scale with your growth
    We have an array of different phone systems that can benefit your business. Browse through our iPECS brochures by clicking the Phone Systems page here.
  • Do you offer Hosted PBX services?
    Yes we do offer an array of Hosted PBX services and plans. Check out the Hosted PBX page here.
  • What is a Hosted PBX Phone System?
    Switching from a traditional phone solution to a cloud PBX phone system will not only benefit your business, but it will allow you to take more control over your business. Cloud PBX (Cloud-based Private Branch Exchange) is a virtual PBX system rooted on the internet, which automatically routes various calls to the right department. The service is delivered over the internet, so it immediately makes it more reliable, flexible and cost effective. Cloud PBX Phone Systems allow you to host your software, data and phone calls in the cloud which means calls can be made in the office, at home or even working abroad. TelcoHQ Australia ensures that our phone systems are the best for your business and brand. Reach out if you have any questions regarding any of our solutions. Check out our Hosted PBX plans here.
  • What kind of Cloud Based PBX Phone Systems does TelcoHQ offer?
    TelcoHQ Australia has partnered with Yealink for the chosen communication and collaboration solutions. Yealink provide an array of phone systems through innovation and creation. We have an array of different plans and Yealink Phone Systems to choose from. Explore these plans and services by clicking on the Cloud PBX Phone Systems page.
  • What are the benefits of using the Yealink Cloud PBX Phone Systems?
    Cloud PBX Phones allow your business to employ state-of-the-art communications to your customers. There are many advantages to installing Cloud PBX Phone Systems for your business:
    • Cost savings: With significantly cheaper setup costs, reduced maintenance costs and no expensive hardware, hosted PBX is the most cost effective phone system available.
    • Advanced features: With voicemail to email, mobile twinning, call recording, advanced call reports, call queuing and loads more, you’ll receive exceptional functionality.
    • Work anywhere: With your phone system being hosted in the cloud, there are no boundaries. Staff can collaborate from home, another office, a mobile or even overseas.
    • Easily scalable: You can grow and shrink the needs of your business without the need for expensive system upgrades or programming, and only pay for the services you use.
    • Fast setup: With fantastic agility, setup of the phone system is quick. You can have your numbers acquired and system configured in just a matter of hours.
    • Simple relocation: Moving offices is easier than ever before. Simply unplug your IP handsets and reconnect them into your new network; your numbers even stay the same.
    We have an array of different plans and Yealink Phone Systems to choose from. Explore these plans and services by clicking on the Cloud PBX Phone Systems page.
  • What are the main features of the Yealink Cloud PBX Phone Systems?
    Yealink is a global leading provider of enterprise communication and collaboration solutions, offering video conferencing service to worldwide enterprises. Focusing on research and development, Yealink also insists on innovation and creation.
    • Virtual Receptionist - Direct calls to the right area or user with an ‘automated attendant’ (eg- Press 1 for sales, 2 for accounts)
    • Fax to email - Receive faxes on your system which are converted to PDF files and sent to your email.
    • Conference Rooms - Host conference calls and join multiple internal & external callers into the same call.
    • Night Mode - Manually or automatically (timed) divert calls to a different number or message when outside of hours.
    • Ring group - Specify a number of users on your cloud phone system to ring at the same time.
    • Number Porting - Transfer your existing phone number over to use on your hosted PBX system anywhere in the world.
    • Voicemail to email - Never miss important calls by receiving voicemails directly to your email wherever you are.
    • Caller ID - Displays the number and name of person (if saved in phone book) of who’s calling.
    • Emergency Failover - Automatically divert all phone calls to another number in the event of an internet outage.
    We have an array of different plans and Yealink Phone Systems to choose from. Explore these plans and services by clicking on the Cloud PBX Phone Systems page.
  • What is Business SIP Trunks?
    TelcoHQ Australia offers exceptional plans to support your company with Business SIP Trunks. Whether you have a small business or a large corporation, Business SIP Trunks will enable you to establish a cleaner and more diverse connection. In very simple terms, Business SIP Trunks are similar to business telephone lines which use the internet to make and receive calls. SIP stands for Session Initiation Protocol and is also commonly known as Business VoIP. When a phone call is made using Business SIP Trunks, it travels via the internet. Check out there Business SIP Trunk plans here.
  • What are the benefits of Business SIP Trunks?
    There are many benefits of using SIP Trunks for your business phone systems. You are able to use your phone system anywhere in the world, as long as there is an adequate broadband connection. This enables extreme ease when it comes to businesses that have multiple geographical locations and it allows you to connect with ease. The other major benefit of Business SIP Trunks is the cost efficiency for your business. TelcoHQ Business SIP plans offer the best possible call rates and line rental charges in comparison to other options. They are extremely affordable and easy to install, meaning you are able to run a highly effective business with strong communications, fast. Not only does TelcoHQ Australia offer competitive Business SIP Trunk plans, we are the leading edge in affordability, accuracy and dependence. At TelcoHQ, we not only provide an exceptional plan, but we offer quick installation and responsive communication to ensure that your business is running smoothly with our products. Your business deserves to have premium internet and phone plans that coincide with your thriving business. So don’t look any further when it comes to Business SIP Trunks, TelcoHQ has all your needs covered.  
  • How do I get a new phone line installed?
    If you are looking to get a new line installed at your business premises then there are a few options for you depending on your business infrastructure. We may be able to use the current telephone line connection. This would be a working telephone socket that exists from a previous connection. It would be a matter of just reactivating the current line for your new business phone systems. In some cases, we may need to have a technician visit to inspect your current in-place telephone line connection. We may need to involve a technical to reconnect your existing suitable cabling at the Main Distribution Frame (MDF) or first socket where no Main Distribution Frame exists. If you would like to install a business telephone line at your premise and there has been no other telephone line installed in the past, TelcoHQ will discuss the options with you regarding new installation. We will organize a technician to visit to conduct cabling work and set up cabling to the Main Distribution Frame (MDF). If you have any questions at all regarding business telephone services or questions about installation, feel free to contact us anytime by using the chatbot in the bottom right corner or calling us at 1300 193 299. If you would like to use our contact form to reach out, you can find it here.
  • How long does it take for my phones to get connected?
    When you order your TelcoHQ Phone systems and NBN bundle, we will conduct the activation in steps. Firstly, we will connect you to the NBN. Depending on how NBN is delivered to your property or business, this can take anywhere from 24 hours to a couple of weeks. After we connect you to the NBN, we will then despatch your phones. Once everything is installed and connected correctly, we will then transfer your telephone numbers to your new phones. If you have any questions at all regarding business telephone services, NBN or questions about installation, feel free to contact us anytime by using the chatbot in the bottom right corner or calling us at 1300 193 299. If you would like to use our contact form to reach out, you can find it here.
  • What are 1300 & 1800 inbound numbers?
    1300 and 1800 are Australian inbound phone numbers that make it easier for your customers to do business with you. It gives customers and staff a single number to remember for your business, regardless of where in Australia you are or where your caller is located. 1300 and 1800 are Inbound phone numbers that establishes brand recognition and reputation for your company. The TelcoHQ 1300 and 1800 phone numbers make it easier for your customers to get a hold of you and do business with you. It provides your customers with one single phone number to reach you on no matter where you are in Australia. Inbound phone numbers provide your business with a professional identity and help simplify your customers’ phone experience.
  • What are the benefits of 1300 & 1800 Inbound numbers?
    There are many benefits of using 1300 or 1800 Inbound phone numbers for your business. They not only provide professionalism for your brand, but they allow you to have higher control over your phone calls. You can customise your greeting message and route calls based on the call flow throughout the day. This ensures that you are reducing wait times for customers and encourages fast communication to those that need it. 1300 & 1800 Inbound numbers also increase the chances of a potential customer becoming a warm lead for your business. Research has shown that businesses with 1300 or 1800 numbers have an increased likability and professionalism. Customers are more likely to call a business with a professional number, over a business without one. TelcoHQ Australia 1300 & 1800 Inbound phone calls also provide the customer with call reports, analytical usage data and important information, which allows you to gain insights into every portion of your business. TelcoHQ Australia provides the best plans with the most cost effective prices for your business. We also provide our customers with exceptional service and customer support, meaning you can stop stressing about little things and start focusing on growing your flourishing business. If you have any questions regarding 1300 and 1800 inbound phone numbers, feel free to contact us anytime by using the chatbot in the bottom right corner or calling us at 1300 193 299. If you would like to use our contact form to reach out, you can find it here.
  • What is the difference between a 1300 number or a 1800 number?
    1300 and 1800 numbers are both inbound numbers that are used to receive incoming calls. The difference between the two numbers are based on how the call costs are divided between the caller and the business. When you call from a landline, the calls to a 1800 number are free. When you are calling a 1300 number, you are charged at least the cost of the local call. However, it is important to know that when you are calling either numbers from a mobile phone, the cost is determined by the callers mobile carrier. When it comes to businesses receiving the call, they pay the full cost of call made to 1800 numbers, and share the cost of 1300 number with the caller. TelcoHQ Australia 1300 Plans offer a great deal with local calls, giving the first 15 minutes free on each call. If you have any questions regarding 1300 and 1800 inbound phone numbers, feel free to contact us anytime by using the chatbot in the bottom right corner or calling us at 1300 193 299. If you would like to use our contact form to reach out, you can find it here.
  • What is 4G Mobile Broadband?
    4G is the fourth generation of mobile phone technology, coming after 2G and 3G, and is offered by the majority of the Australia’s mobile networks. 4G internet is capable of speeds comparable with what you can get from your home broadband, which has led to mobile networks offering 4G broadband products to consumers. Instead of using telephone lines, 4G broadband routers use the same signal as your smartphone to access the internet. As 4G generally requires less infrastructure and therefore has more widespread availability, it has the potential to be worthwhile for people who struggle to get a good signal from their traditional ADSL/Cable internet service provider (ISP). TelcoHQ Australia has great 4G Mobile Broadband plans. If you would like to learn more about 4G Mobile Broadband, check out our plans and more information here.
  • What are the benefits of 4G Mobile Broadband?
    TelcoHQ Australia ensures that your 4G Mobile Broadband is connected securely and fast across your businesses. The main advantage of 4G Mobile Broadband is the rate of speed you and your employees will receive when using their devices. One major advantage of using 4G Mobile Broadband is the increased cost efficiency for your business. Before 4G, a video call would cost up to 4 times the price of a regular phone call. Now, with TelcoHQ 4G Mobile Broadband, users are now paying less for services and receiving faster connections. Download and upload speeds become much faster in comparison to other connections. In addition, receiving stronger connection in isolated and rural areas will occur when using 4G Mobile Broadband. If you are located in a rural or isolated area, 4G Mobile Broadband may be the perfect option for you, as it does not require any hardwired connection. TelcoHQ Australia provides flexible and competitive contracts, meaning you can focus on your growing business without worrying about locked in terms. If you have any questions regarding 4G Mobile Broadband plans, feel free to contact us anytime by using the chatbot in the bottom right corner or calling us at 1300 193 299. If you would like to use our contact form to reach out, you can find it here.
  • Are there any set up costs for 4G Mobile Broadband?
    There are no set up or activation costs associated to this service. However, we do recommend purchasing a supported device from TelcoHQ Australia.
  • Does TelcoHQ offer no lock-in contracts for 4G Mobile Broadband plans?
    Yes we do! The TelcoHQ Australia plans have no lock-in contracts and do not have any set up fees. To learn more about our 4G Mobile Broadband plans, check out the page here.
  • What is the internet speed for 4G Mobile Broadband?
    Speeds are variable and dependent on the Optus 3G and 4G network. Speeds will depend on a number of factors including congestion, location, local conditions, hardware software and general internet traffic.

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