If you would like to know more about international coverage of our mobile services, please open the "International Roaming" document on the Critical Information Summaries page.
For our domestic coverage, please check out the coverage map:
To find out of your address is covered by the NBN network:
In instances where your address for work or home isn't covered, you can sign up for notifications from NBN Co to be notified when it is available in your area.
Need some help using your desk phone or cordless phone? We've got you covered!
Star codes are two-digit numbers prefixed with a star (*) and are used to instruct the system to perform special tasks. These can include;
See the Star Code document (along with in-dept description of each function in our PDF document below).
The hosted phone system has a web portal to make managing your calls a little easier.
If you have a problem with your mobile service, try the following;
If you have a problem with your NBN internet, try the following;
If you have an issue with the hosted phone system, try the following;
Cat A (Simple) ports
Port request is submitted to losing carrier. Response is usually received within 3-5 business days.
Typical responses and consequent actions are:
Port Accepted. A time may now be scheduled for the port to take place. Cutover can be scheduled as soon as Acceptance has been received. Customer needs to provide a cutover date when the number can be deactivated and transferred across. Cutover will commence at 9am on this date. If there are problems the port can be reversed up to 4 hours from the initial start time. Most successful ports are complete within 30-60 minutes, but this is not guaranteed. If the port is not complete within 2 hours a fault may be logged with Telstra to investigate. Once port is complete it is advisable to test inbound calls from several carriers (such as Telstra, Optus, Vodafone, etc).
Port Rejected. The most common reasons for a rejected port include:
Complex port ordered as a Simple port. There are many reasons why a number would be considered Complex –see below for more detail. In this scenario the port needs to be re-ordered as a Complex port, or the customer may be able to remove the features from their line that would classify it Complex, and then re-submit the port request as Simple.
Incorrect details submitted. Check the phone number, losing carrier and account number with the customer to ensure they are correct
Cat C (Complex) ports
The Cat C porting process involves several stages. Any rejections or problems with each stage will need to be corrected, and then resubmitted.
Stage 1: PNV. The numbers on the request, customer details, & service address are confirmed with the losing carrier. Response time is 5-10 days. If any details are missing or incorrect, these need to be corrected and then the PNV is resubmitted.
Stage 2: Submission. Once a PNV has been approved, the port request is fully submitted. Response time 5-10 days.
Stage 3: Cutover. Once the submission has been accepted, a cutover appointment may be booked with the losing carrier. Cutover appointments must be booked a minimum of 10 business days in advance, and are subject to availability. We recommend morning cutovers. Cutovers are generally completed 30-60 minutes from when they are initiated, but can be up to 2 hours. A cutover can be reversed up to 4 hours from the appointment time
The two most common types of ports are Category A and Category C.
Cat A - simple services use an automated porting process, able to port within 4-5 business days of sending a porting request
Cat C - complex services that require project management to facilitate porting in a negotiated lead time of at least 30 days but can be up to 60 days. Please be advised that it is the carrier that the number is being ported away from that determines whether it is a single port or a complex port however the below clarifies the two.
A ‘simple service’ is generally a single standard PSTN voice service with no ‘enhancements’. Typically most residential lines would be considered simple services hence the Cat A process would apply. The Cat C process applies when porting a batch of numbers, or when porting a number that is associated to more complex products, like any of the following:
• MSN/Faxstream Duet • Enhanced Faxstream • Siteline • Spectrum • Line Hunt • ANT1 • Analogue Indial • CVPN • Centel/Centel Plus • ISDN2 • ISDN 10/20/30 • Multiline
However there is still some ambiguity with regards to what should be classified as a simple or complex service. Ultimately, responsibility for classifying a service as simple or complex rests with the losing C/CSP. The list of complex products given above has been provided by Telstra as what Telstra considers to be complex products. However I wouldn’t rely on this as an exhaustive list, so if you are ever in doubt about a particular product please let me know and I’ll try to find out more for you.
If a business customer wants to port a group of numbers then that will be a Cat C port (unless it is a small batch of unrelated numbers that can each be ported separately). However in scenarios say where a customer wants to port a single number that is associated with one of the products above, it would be preferable to try to avoid the Cat C port if possible (particularly in the case of residential customers). For instance, if a number is an auxiliary line in a line hunt, then the customer could request for the auxiliary line to be removed before proceeding with the port. This will enable the service to be ported as a Cat A port (assuming there are no other ‘complex' products associated with the service).
Please also bear in mind that if a group of numbers are linked to a single product (e.g. all numbers on an ISDN service or in a hunt group), then those numbers must be ported together in a Cat C port. If a Cat C port is attempted for only some of those numbers, it will be rejected.
If you need further help - please feel free to log a job or call the helpdesk.
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