Help & FAQs

Why should I buy from Airtel AU Telco?

Airtel AU is an Australian owned Company that solely operates within Australia. Airtel AU is a leading supplier of Telephony, Data, Unified Communications and Contact Center solutions. We specialise in communication system advice, installation, service and support, to help businesses improve their communications through the delivery of innovative, flexible and cost-effective solutions along with superior customer service.

Airtel AU Telco provides great value telco services that will benefit you and your community. We aim to provide a service that’s second to none with all of our operations located within Australia – including our Australian call centre.

Can I have all my services on one bill?

Yes – we make it easy to understand and manage your telecommunications costs by providing a single bill. It will show all the fixed line, mobile and internet services you have with us.

Can I receive my invoice electronically?

Of course – we can email your invoice to you each month. You can also use our online customer portal, MyServiceCentre to view your usage during the month and pay your invoice online.

Can I switch to Airtel AU Telco if I am still on contract with my current provider?

Yes, but you may still need to pay out your existing contract, just as you would if you cancelled the service.

Do you have specific product offers to service individuals with disabilities?

As a community focused organisation we are constantly looking for new ways to support our fellow community members, including those who live with a disability. Currently we do not have specific product offers that service individuals with disabilities but we are always happy to help where we can. If you have a specific need feel free to talk to our customer care team to see if we can point you in the right direction.

Do you offer Priority Assistance?


How can I pay my account?

We offer a range of payment methods including:
• Direct Debit (from Bank account or credit card)
• Online Payment with credit card
• Telephone us to make a payment with a credit card
• Via Money order
• Via BPAY
• Pay at any Bank branch

How can I prevent Telemarketer calls?

You can list your personal number on the Do Not Call Register. This is a government register designed to minimise unsolicited calls.

How do I know if my services are under contract?

You can contact your current provider directly and request this information.

How do I select the best mobile plan for me?

When selecting a mobile plan, it is important to consider a couple of things:
1. Your mobile usage (Number of SMS/MMS, voice calls and data usage)
2. What is included in the mobile plan (Value of SMS/MMS, voice calls and data usage)
It is important to make sure that the included value in the plan, meets your usage requirements. For example, if you use you mobile predominantly for SMS, then selecting a plan with a high amount of included SMS should be considered. However, if you only use your phone for voice calls and hardly ever use SMS, then a plan with a high amount of included call value would be more appropriate.

How long does it take to transfer my landline?

The transfer generally takes between 5 and 10 working days, but as soon as you sign up with us we take responsibility for the service.

How much data do I need on my plan?

Everyone’s requirements will be different, however as a guide the following estimates the amount of data used when viewing or downloading music, movies, emails etc. from various sources:
• View Approximately 20 pages on the internet = 1MB
• 4 minute MP3 (Music file) = 5MB
• 5 minute Movie trailer = 30MB
• Single page email = 0.01MB
• Single page word document = 0.02MB
• Single page text document = 0.01MB
• Single page Acrobat attachment =0.05MB
• PowerPoint attachment =0.5MB
• Viewing 5 min You Tube clip = 10MB
• iTunes Song = 5MB

How often will I receive a bill?

You will be billed monthly.

In the event of a Natural Disaster, what assistance can Airtel AU Telco offer to customers?

While we can come to some level of understanding as to how a natural disaster may affect our customers we will never truly understand the full impact. However Airtel AU Telco will take the necessary actions to help all our customers should this occur.

What is a gigabyte?

A Gigabyte (GB) is the term used to describe a larger unit of data. A GB is measured as 1,024 MB. As most data plans are now measured in GB’s, it is important to understand how to many GB’s of data you need based on your expected usage. To do this, add up your expected usage in MB and divide by 1024. For example, if I estimated I would use 20,480MB of data, this would be 20GB.

What is a megabyte?

A megabyte (MB) is the term used to describe a unit of data. Data is used every time you view or download anything from the internet, so to understand what data plan would best suit your needs, it is important to understand how much data you are using. Data usage can also be represented as Bytes, kB, MB or GB. To help you understand how they relate to each other use the below;
1kB = 1024 Bytes
1MB = 1024kB
1GB = 1024MB
Trying to add up your potential data usage may seem like challenging but with a little common sense and mathematics it isn’t too hard to figure out best plan to suit your needs.

What number do I call to access Directory Assistance?

1223 is the free Directory Assistance number.

Where can I get user guides for my new hardware?

The user guide you require, can be found on the manufacture’s website.

Why is the line rental so high on my first bill?

Most telco providers bill in advance for their services and equipment fees, but some bill in arrears. When you transfer to Airtel AU Telco you are billed in advance for the month. Your first account from us will generally cover approximately 6 to 7 weeks of service, depending on what point in the month you sign up. As this first account will cover more than a month’s expenses, it will be higher than your normal monthly account.

You sign up with Airtel AU Telco and your services are transferred on 14th September.

• On 5th October you will receive your Airtel AU Telco account with usage charges for calls made from the 14th of September to the 30th September and service(s) and equipment charges from 15th September to 31st October.
• Your final account from your previous provider should contain usage charges for period 1st to 14thSeptember and a line rental credit for the period of time you paid in advance (14th September – 30th September)
• Your second invoice from Airtel AU Telco will contain usage charges for calls made during October and service(s) and equipment from 1st November to 31st November.

Why should I sign up to Direct Debit?

Direct debit is a simple and convenient way to pay your Airtel AU Telco bill. Once it’s set up you don’t need to think about it again. However, you can still keep track of how many calls you make and your internet usage through your online account.

What information do I need to configure my Modem for ADSL?

You will need your NBN username and password. This will be sent to you when we send your activation date of your ADSL service. Our tech support are on site for further assistance if needed.

What information do I need to configure my Modem for NBN?

You will need your NBN username and password. This information will be sent to you in an email, along with your appointment time to connect up the NBN. Should you not receive this or misplace this information please call out customer centre on 1800 AIRTEL.

Note: For Fibre to the Node services, you will need a VDSL2 compatible modem and configure VLAN tagging of 100.
We will not support modems which are not supplied by Airtel AU Telco, however you can also purchase a pre-configured modem from us at any stage by calling our customer centre on
1800 AIRTEL and this will be fully supported.

What information will I need to configure my VoIP service on my modem or soft phone?

You will need to the following information
• Username – If you choose not to purchase a modem from us we will send the username out to you
• Password – If you choose not to purchase a modem from us we will send the password out to you
• Domain: This will always be
• Outbound Proxy – This will be dependant on what state the service is located in
• Vic will be
• NSW will be
• TAS will be
• SA will be
• QLD will be
• NT will be
• WA will be

What is MyServiceCentre?

MyServiceCentre is a service we offer designed to help you keep track of your services. With MyServiceCentre you can view and download your data and call usage, view and download your invoices and pay your bills instantly and securely.

Where do I find my username and password?

Your username is the email address you provided when you signed up. You should have received an email with your username and password when you signed up. If you haven’t received this email just call us and we will reset it for you, simply contact:

Customer Care 1800 AIRTEL (during office hours)

8:30am to 8.00pm, Monday to Friday (AEST)
9.00am to 12.00pm Saturdays.

How do I access it?

1) Click on the login button on the top right (or click here)
2) Enter your Username and Password
3) Click Enter.


Can I keep my existing mobile number?

Yes, although we cannot carry across saved voicemail messages from your current provider.

Does it cost anything to replace my SIM cards?

Yes – there may be a charge of $11 for a replacement SIM.

How long will I take for my SIM to arrive?

Once your order is processed and completed, your SIM card should arrive in the post within 3-5 business days. This of course is dependent on Australia Post, which can be out of our control!

How are my total included minutes calculated?

When calculating the total minutes used during a month, the length of each call is rounded up to a whole minute. For example, if you make a mobile call which lasts for 2 min and 18 sec, this will count towards 3 min of your included minutes for the month.

How will I activate it?

To activate your SIM card, simply contact our friendly Customer Care centre on 1800 AIRTEL during office hours 8:30am to 8.00pm, Monday to Friday(AEST) and 9.00am to 12.00pm Saturdays.

How will I put the SIM card in my phone?

To select the right SIM
1. Please ensure your device is switched off.
2. Remove any pre-existing SIM card from your device.
3. To determine which SIM card will fit your device, line up your pre-existing SIM card or SIM card tray to the new SIM card provided. If you are unsure which SIM card you should use, start with the biggest size and work your way down.
4. Once you have decided which SIM card will fit your device, pop it out of the card and insert into your device. See the instructions below for how to do this.
5. Turn on your device. Once your service is activated, you will be able to connect.
For most mobile phones and smartphones (non iPhones):
• Carefully push the SIM card out of the wallet-sized plastic card carrier
• Turn your phone off.
• Remove the back panel of your phone and the battery. You’ll see a SIM card slot.
• Most phones will show you the direction your SIM needs to be put into the phone in (or refer to your user manual)
• Insert your SIM into the SIM slot
• Replace the battery and battery cover
For iPhones:
• Carefully push the SIM card out of the wallet-sized plastic card carrier
• Locate the SIM card slot on the side of your phone
• Press a Paper clip or SIM eject tool (which came with your phone) into the hold next to the slot. The tray should eject.
• Insert your SIM card into the tray. IMPORTANT: If your SIM doesn’t fit perfectly give us a call on 1800 AIRTEL so we can help ensure you have the correct SIM.
• Push the SIM tray into the SIM slot

My phone is asking me for a PUK code – what is that?

Being asked for a PUK code occurs when an incorrect PIN has been entered into your mobile phone a number of times. This security measure is built in to prevent unauthorised use of your phone. If you do not know what your PUK code is, contact us and we can help.
What call types count towards my included minutes?
The following call types will count towards your included minutes
• Standard calls to mobile in Australia
• Standard national calls to Australian Number
• National Diversion
• Voice Mail retrievals
• Calls to 13/1300 Numbers
• Calls to 1800 Numbers.

What do I need to access 4G and what areas have 4G network coverage?

Airtel AU Telco uses the Optus 1800 MHz band to deliver 4G services. To access this capability you will need to be in a 4G coverage area and be using a 4G enabled device/handset. The Optus 4G Network is available in selected areas. Outside 4G coverage areas compatible handsets will switch to the Optus 3G network. To find out more about 4G compatible devices talk to our Customer Centre on 1800 AIRTEL.

What happens to my contacts?

Copying contacts from your existing phone and SIM can vary depending on the device you have. Most phones have a setting that allows you to copy your contacts from your SIM. Check your User Manual for the specific instructions on your specific device.

What is 4G?

‘4G’ is the fourth generation of cellular technology. This new technology can deliver significantly enhanced data capacity and coverage when compared to existing 3G technology.

What is a Data Bolt-on?

We don’t believe you should be penalised for accidentally going over your data allowance. Airtel AU Telco has introduced a 1GB Data Bolt-on on all our NEW mobile plans. Now, if you exceed your monthly data allowance on an eligible plan, a 1GB block of extra Data will be automatically applied to your plan, and you will only be charged $10. After that, each time you exceed the 1GB block of extra Data within the current billing period, an additional 1GB block of extra data will be added at an additional charge of $10.

What is International Roaming / Global Roaming?

The term international roaming is used to describe your use of a mobile network during your travel overseas. While you are in another country, the charges incurred for using your mobile service will be decided by the operator of the network that you use whilst overseas. The international network operator will provide the charges incurred to your existing mobile service provider; who will charge these to you.

What should I consider when using the 4G network?

Importantly if you have a compatible handset and you are in a 4G coverage area you will download data at significantly faster rates. This could see you using more data than you realised. Take advantage of our MyServiceCentre application to help you monitor your data usage and limit over expenditure. You may like to consider using alternatives such as enabling Wi-Fi on your device to limit your data use.

What’s a SIM card?

A SIM card is a small chip that fits inside your phone giving you access to a mobile network. Your phone number is linked to your SIM card. When you sign up with us for a mobile plan we will send you one with your new phone (or to put in your existing phone).

Which one do I need?

There are a few different SIM card types available. We’ll send you a special SIM that will fit any device. Just pop out the one you need.
We will send instructions to guide you selecting your SIM and putting it in your device.

Can I make calls and/or send SMS using my Mobile Broadband service?

You can use your Mobile Broadband to make and receive SMS messages.
Your Mobile Broadband service cannot be used to make calls by itself.
To make calls using your Mobile Broadband service, you will need to have a voice service which operates over your data connection. These type of services are called VoIP services. If you have a VoIP service you will be able to make and receive calls using your Mobile Broadband service. The call rates will be determined by your VoIP provider.

Can I tether my device to another service?

Tethering allows you to use a mobile phone or mobile tablet device as a USB modem or WiFi hotspot to connect another device to a Mobile Broadband service (e.g. desktop PC).
Tethering is available on most Tablets, however on some devices (e.g. iPads, iPhones) the network does not allow tethering.

Can I use a Telstra Dongle or does it have to be unlocked to any provider?

You can use any device that is ‘unlocked’ and that is compatible with the Optus 3G or 4G network.

Can I use it in tablet?

Yes, you can use your device in a Cellular enabled Tablet.

Can I use my device overseas?

Yes, however you will need to call us to have international roaming activated on your service before leaving Australia. Data used while overseas will not count towards your included data allowance and will be charged at a rate levied by the overseas carrier.

Can I use the sim card in my phone and tether the service or broadcast as a wifi service from my mobile handset?

Yes, as long as the device is not an iOS (iPhone or iPad) device

Do I get pro rata charges and how much data will be usable for the first month?

Included data and minutes are based on a full calendar month. If you are activating mid month you will receive a portion of your monthly call and data allowance.

Here’s an example…
If your plan includes 6 GB (Gigabytes) of data and you activate half way through the month you only have 3 GB (Gigabytes) to use before the end of the month – Don’t worry, you only pay for half too

How do I activate my Mobile Broadband service?

We will send you a SIM card to put in your device. To activate your SIM card, simply contact our friendly Customer Care centre on 1800 AIRTEL during office hours 8:30am to 8.00pm, Monday to Friday(AEST) and 9.00am to 12.00pm Saturdays

How do I configure my own device if I have a sim only service, what APN codes do I need?

Service Provider Code (SP Code) – BROADBAND
APN Name – Airtel AU Telco Internet
APN – connect
MCC – 505
MNC – 02
Authentication Type – PAP
APN Type – internet

How do I know if there is coverage in my area?

Check your location on our coverage map on our website. It’s updated directly from our network wholesaler.

How do I set up my Mobile Broadband connection with my iPad / Tablet?

When you select Airtel AU Telco for your Mobile Broadband service we will send you a SIM card to use in your iPAD/Tablet.
Simply insert the SIM card into the SIM card slot on the device and you should be ready to go.
Should you have any problems setting up your iPAD/Tablet, please contact our Customer Centre who will be happy to walk you through the process.

My mobile broadband has stopped working, why?

There are many reasons why this has happened, most can be solved by turning your device off and removing the battery, and then turning it back on again.
Other possible reasons could include,
• Coverage issues
• Your device has stopped or lost its WiFi Hotspot,
• Your device may have a data limit setting, which has been reached (This is a device setting and not a Airtel AU Telco setting. Excess data is charged at $0.02c per MB).
If any of these don’t exist or you are still experiencing issues, please call our Customer Centre Team 1800 AIRTEL.

What can affect my Mobile Broadband connection?

There are a few factors which can affect your Mobile Broadband connection and speed, these include the following:
• Distance from the nearest mobile phone tower
• The number of people using the mobile network in the area
• The type of building mobile broadband is used in
• The location of the USB modem
• Surrounding buildings which could be interfering with mobile signals

What do I need to use my Mobile Broadband Service?

Once you receive your Mobile Broadband SIM card, you’ll need one of the following hardware options:
• A USB modem (dongle) and a computer/device with a USB port
• WiFi hotspot and a WiFi enabled computer/device
• Compatible tablet device with a SIM card slot

What happens if I go over my data allowance?

Once you go over your included data allowance on your Mobile Broadband service you will incur excess usage. The service will not be “shaped” (speed restricted).
Airtel AU Telco will issue notifications at 50%, 85% and 100% of your monthly quota and this will help you manage your usage and your expenditure.

What is Mobile Broadband?

Mobile Broadband is wireless internet accessed through a portable modem, mobile phone, USB wireless modem, tablet or other mobile devices.

Will I be able to monitor my usage?

Yes you will be able to. You can track your data usage by logging in to My Billing, but please note that these records may be delayed by up to 48 hours.

What is NBN?

The National Broadband Network (NBN) is a national network of communications infrastructure which includes next generation broadband and phone networks. NBN is currently being built on behalf of the Federal Government, and it is changing the way Australians access the internet, with superfast fibre, Fibre to the Node/Building and fixed wireless technology. The NBN is designed to replace Australia’s existing aging copper network and provide speeds that are 4 times faster than the old copper network.

What is NBN Voice?

NBN Voice is a phone service provided over NBN’s fixed fibre network.
This will provide you with a basic telephony service designed for residential and small businesses with a requirement for 1 to 2 phone lines.

What numbers can be dialled from a NBN Voice service?

The following call types can be made from a NBN Voice service:
• Local calls
• National calls
• Calls to Australian mobiles and satellite phones
• Calls to most international destinations
• Calls to 000 emergency services
• Calls to free phone and local rate numbers such as 13, 1300 and 1800 numbers
• Directory assistance or operator assisted numbers
• Calls to Foxtel, Austar, Select TV
• Back to base alarms and other monitoring systems using phone lines
• VoIP based fax
• Dial up modem or other analogue data calls (e.g., EFTPOS). Fax to international and domestic numbers.

White page or directory listings – the details

NBN Voice numbers for Airtel AU Telco customers are currently not listed in the white pages.

I am having a problem with my NBN Voice service

If you experience any problems with your NBN Voice service please check the following:
• Make sure the power to the NBN Box is turned on.
• Is there a power outage (Phone will only work in a power outage if you have a back up battery (See how does the back up battery work).
• Check all cords are connected from the NBN box to your phone.
• Try replacing the cord from your NBN box to your phone if you have a spare one available.
• Try a different handset to ensure the problem is not with your own equipment.
• Try turning off power to the NBN box, wait 30 seconds and then turn the power back on.
If you are still experiencing problems with your NBN phone service please contact our friendly Airtel AU Telco consultants who will work to have your service restored as soon as possible.

Why can’t I get NBN?

NBN is currently being rolled out across Australia, but is not yet available in all areas. If it is not currently available in your area, you can register your interest in being told when it will become available

Will my current home phone handset work with NBN?

Yes, as long as the phone was manufactured in the last five years it should be compatible

Can I get NBN Voice?

NBN Voice is only available to customers who are located in a fixed fibre serviceable area. This is because NBN Voice requires the fixed fibre technology to deliver a phone service to your premise.
If you are in an area which is either not serviceable by NBN, or only serviceable by Fibre to the node/Building, wireless or satellite technology, you will not be able to have a NBN Voice Service.
To find out if you are eligible, go to the NBN Voice tab and enter your address details.

Can I keep my existing number on NBN Voice?

Yes – In the majority of cases you will be able to keep your existing number when you move it to NBN Voice, however there may be the odd occasion when you cannot keep the number due to technical difficulties. If this occurs we will call you to discuss your options.

Can I keep my existing phone number?

Yes, but depending on your previous provider, there may be a porting fee to go from you existing Copper service to the new NBN infrastructure.

Can I keep my number if I am relocating?

If you are moving and wish to have a NBN Voice service at your new address, you can keep your existing number as long as the address you are moving to is in the same local area.
If you are moving out of your local area we would need to check the area you are moving to to advise whether you can keep your existing phone number.

Do I have to have an NBN Data service with you to access NBN Voice?

You do not have to have a NBN data service to have a NBN Voice service; however we do offer significant discounts on your monthly access fee if you choose to have a NBN internet service supplied by Airtel AU Telco.

Do I need a backup battery?

You should be aware that all NBN Voice Services are entirely dependent on locally provided power (i.e. mains power).
In the event of a power failure, or if the power is switched off at/or disconnected from the power point, you will not be able to use your NBN Voice service to make or receive calls (including calls to emergency service numbers) unless you have a Backup Battery.
When you order a NBN Fibre Service from us you can decide if you would like the service supplied with a backup battery. The backup battery will be supplied at no cost.

Do I need a new modem?

To make your life easy, we will include a new NetComm modem with your NBN installation.

How does the backup battery work?

In the event of a power failure, the backup battery will supply power to the 2 UNI-V ports on your NBN connection box. This means if you have a phone service that utilises either or both of the UNI-V ports, and are using a standard corded telephone, you will still be able to use your phone line to make any calls to an emergency service number or to make or receive any other calls for approximately 4 – 5 hours.
It is important to note that while the backup battery will supply power to the UNI-V ports, it will not supply power to any other devices. This means you will not be able to use your NBN connection to access the internet, send or receive emails during a power outage.
If you do not have a Backup Battery, you will not be able to make or receive any phone calls during a power failure. This includes calls to emergency service numbers.

How does the quality compare to standard copper services?

NBN Voice services use VoIP technology over fibre optic cables. This ensures the quality of the phone calls are crystal clear.
The quality will be equitable to your copper service and may even be clearer depending on the quality of the copper in your area.

I have been advised I will need to sign a Partial CSG Waiver, what does this mean?

In return for offering you access to our NBN Voice product we ask that you partially waive your rights under the Customer Service Guarantee and formalise this by completing a Customer Service Guarantee Partial waiver.
By completing the partial waiver you agree to waiver your rights in relation to rebates applicable to installation timeframes.
You have no obligation to consent to the proposed waiver. However, if you do not consent we have the right to decline your NBN Voice application. By agreeing to this waiver you will not be entitled to compensation for our failure to meet performance standards related to installation timeframes covered under the CSG.
Importantly the presence of a waiver does not remove Airtel AU Telco’s obligation to provide services with due care and skill that are fit for purpose, and supplied within a reasonable timeframe.

What equipment do I require?

You do not need any special equipment to use a NBN Voice service. You will be able to use your existing analogue or cordless handset.
NBN Co will install a Network Terminating Device (NTD) about the size of a modem inside the house which will deliver the NBN Voice service. It will have its own phone socket which is used to connect your handset.
You will also be given the option of having a backup battery installed at no charge. The backup battery will allow the phone line to be able to be used in the event of a power outage for a limited time if you have a standard corded handset. For more information on how the back up battery works, see the question ‘How does the backup battery work’ on this page.
If you have additional phone sockets in the house which you wish to remain active you may need to contact a registered cabler about connecting the additional phone sockets in the house to the NBN Voice service.

What features and services are available with NBN Voice?

The following are some of the features and services are available when using a NBN Voice service
• Call Barring
• Number display/Number block
• Call waiting
• Call forwarding
• Caller ID or CLI (refer to clause Local Number Portability)
• Battery Back-Up (optional)

What features and services are not available with NBN Voice?

The following features and services are not available when using a NBN voice service
• Preselect or Override to other carriers

What happens if the backup battery becomes faulty or I need to replace the battery?

If the battery becomes faulty for any reason you will need to replace it to ensure your phone line will work in the event of a power failure.
Follow the below steps to replace the battery.
1. Purchase a replacement battery and keep your receipt if your battery is less than 2 years old to support your warranty claim (see below).
The battery used in the NBN Power Supply Unit with Battery Backup is a standard battery type used in many different systems.
You will need to ask your preferred battery retailer for the following (you may wish to print a battery specification sheet) and take it to the store:
12V 7.0 to 7.2 Ah 6 cell SLA battery (F2 terminals).
2. Replace the faulty battery with the new one
Instructions on how to replace the back up battery can be found by downloading the NBN fibre user guide.

3. If the battery is less than 2 years old call Airtel AU Telco with a copy of your receipt and the serial number of the faulty battery.
All batteries come with a 2 year warranty. If the battery is still under warranty we will apply a credit for the cost of the replacement battery on your NBN Voice account. To do this we will need you to send us a copy of the replacement battery receipt as well as the serial number of the faulty battery.

4. Recycle the faulty battery.
Used Sealed Lead Acid batteries are classified as hazardous waste and must be recycled by a specialist battery recycler (see list below: Where to buy a new battery and recycle your old one).
The type of batteries used in the NBN equipment is 100% recyclable when taken to a suitable recycler.
Do not dispose of them in your household garbage or recycling.
Batteries that end up in landfill contaminate the soil and can leach acid, lead and other pollutants into ground water.
Some battery retailers and local councils (listed here) accept used batteries for recycling.

What is ADSL?

ADSL is Commonly simplified as DSL, Asymmetric Digital Subscriber Line (ADSL) is technology for high-speed Internet access. It uses existing copper telephone lines to send and receive data at speeds that far exceed conventional dial-up modems, while still allowing users to talk on the phone while they surf. By contrast, DSL is typically not as fast as cable Internet or NBN access. It is generally well-suited for moderate gaming, computer-aided design, streaming multimedia, and downloading large files.

Can I get ADSL?

ADSL is available on all Australian enabled exchanges, you must have an active home phone service that is compatible or order one at the same time as your ADSL for it to be enabled

How do I know if my phone line is compatible?

If you’re unsure if your phone line is compatible with ADSL then don’t stress, we are here to help. You can find out by calling our helpful Customer Care team on 1800 AIRTEL.

What is the difference between ADSL and ADSL2+?

Traditional ADSL services have generally only been able to provide a maximum connection speed of around 8000k / 386k. With an ADSL2+ service, users can achieve up to 20,000k or 20 Mbit connection speeds, which is up to 3 times faster than the speeds currently available.

What is the difference between On-net and Off-net ADSL?

On-net ADSL is provided on phone exchanges where we have installed our own equipment, called a DSL Access Multiplexer (DSLAM). It’s very time-consuming and expensive to install this hardware, so we’ve only done it on a few phone exchanges, but the lower cost base per service allows us to offer better pricing in on-net areas.
Off-net ADSL is provided using wholesale access to other carriers such as Telstra. Off-net ADSL is available on more phone exchanges, but it costs us more to use this hardware.

How secure is my ADSL connection?

No internet connection is 100% secure. Most security principles that apply to dial-up modem connections also apply to ADSL. However, because ADSL is an ‘always-on’ connection, there is increased risk that an unauthorised attempt might be made to access a computer or network. It is very important, especially if you are running servers, that you are adequately protected.

How can I protect my data and computer?

A number of precautions are essential, for example:
• Turn off ‘file and printer sharing’ on all computers on your network. If you leave sharing enabled, there is an increased risk of unauthorised access to and/or manipulation of your data
• Install anti virus software on all computers. Ensure that the software is regularly updated.
• Regularly back up your data
• Regularly check for security updates to your operating system
• Business customers in particular – ensure you have a good security plan in place (firewalls, password policies etc.)
How you handle emails and other internet based tasks can also help reduce the risk of viruses and unauthorised access:
• Don’t accept a download you didn’t initiate.
• Don’t open email attachments without scanning them with an anti virus program first.
• Delete emails from people you don’t know. Delete them from your ‘Deleted’ folder as well.

How do I secure my wireless network?

In most cases, wireless modems only require a WEP encryption key to secure the network. This is simply a matter of applying a 10 digit hexadecimal number to the modem that will prompt any other user trying to access your network for that number. Check your modem’s instruction manual for further information and instructions.

I have recently installed a wireless network. Will further security be required?

If you have installed a wireless network, it is your responsibility to ensure that this network is secure to avoid unauthorised usage and / or access by other parties. If your network remains unsecure, not only will a third party be able to access your computer files, but they will also be able to use your broadband connection. You will also be responsible for charges they may incur while accessing the internet through your connection.

How will the NBN Benefit me?

With the NBN, you’ll be able to access the benefits of high-speed internet, including:

• Making high quality video calls to stay connected with family and friends
• Accessing health services and interactive educational content online
• Working from home like you would at the office
• Getting the whole family online at once
• Downloading movies in minutes and streaming TV online.
Plus you’ll still be able to make phone calls using the updated technology

How do I get the NBN Connected?

NBN Co is moving across the country installing NBN infrastructure to deliver superfast internet. From the moment NBN Co begins construction in your area it can take up to 12 months until they’re all done and your home can access NBN speeds and service.

Fibre Optics

If your area has fibre optics rolled out to deliver the internet, as part of the process, NBN Co will be installing a NBN utility box to the outside wall of your home. Everyone needs a NBN utility box fitted, and the good news is it’s installed at no cost to you. You don’t even have to be home when NBN Co installs it.
The good folks at NBN Co will let you know when your area becomes ready for either service. When that happens you’ll need to choose a Retail Service Provider (RSP), like Airtel AU Telco, and an NBN plan.
Once you have selected a plan NBN Co will need to install a few bits and pieces inside your home. The good news is that when you upgrade to Airtel AU Telco we will manage this with NBN Co for you. Everyone needs the same equipment fitted inside their homes (regardless of which RSP you’re with), but choosing Airtel AU Telco is super-important if you’d like the process managed super-well

Fixed Wireless

NBN Co will let you know when your area becomes ready for wireless. When that happens you’ll need to choose a Retail Service Provider (RSP), like Airtel AU Telco, and an NBN plan.
If you’re in a fixed wireless coverage area NBN Co will conduct a radio signal survey to make sure your home or business can receive a high quality broadband service via fixed wireless.

Fibre to the Node

Fibre to the Node connections, fibre optic cable will lead to a node (Cabinet on the street) in your street or a street nearby. Copper cabling will connect from the node to a wall socket inside your premises.

Fibre to the Building

With Fibre to the Building, fibre optic cable will lead to the building’s Main Distribution Frame (MDF), typically in the building or in a locked telecommunications cabinet. From there, the MDF will connect to the wall socket in your unit via the building’s internal copper cabling.

Can I choose what type of NBN Connection I get at my address (Fibre, Fibre to the Node or Fixed Wireless)?

No, service availability is dependent on geographic location.
Depending on your area, you may have NBN Delivered using fibre optics, fibre to the node, fibre to the building or your area may use fixed wireless technology.
NBN access technology is determined by the NBN Co roll out strategy. To determine the access technology at your location please refer to our website at for further information.

What work will the NBN technicians perform when they attend my premises?

The work the NBN will perform at your address will depend on how the NBN will be delivered to your address.
Currently NBN is being delivered by either Fibre Optic or Fixed Wireless technology.

Fibre Optics

NBN technicians will install all the equipment required to connect your premises to the NBN network, which may include a:
• Network termination device (NTD)
• Backup power supply
• Modem (satellite only)
• One (1) wall plate for two data cables leading to the NTD

Fixed Wireless

We will conduct a radio signal survey to check if your home or business is able to receive a good quality fixed wireless service. If we are able to proceed with the installation, the NBN technician will then mount an Outdoor Antenna on the roof and install the NBN Connection Box inside your home or business and connect the two with a cable.
The technicians are not required to install any further equipment as part of their fit-out of your premises. You can ask the technician on the day if they can customise the installation of your NBN equipment (usually at a cost), however they do not perform on-site speed testing or complex internal wiring installation. For these, you can contact a third-party data technician who can perform the work for you.

Fibre to the Node/Building

NBN Co will let you know when your area becomes ready for connection. When that happens you’ll need to choose a Retail Service Provider (RSP), like Airtel AU Telco, and an NBN plan.
In most cases an NBN installer won’t be required – the work to install the NBN will be performed outside your premises. Sometimes attendance will be required to check connectivity to your premises or if a new copper line or wall socket is required.
With FTTN and FTTB connections you’ll need a VDSL2 modem-router, preferably with WiFi so you can connect multiple devices wirelessly. All Airtel AU Telco NBN plans come with an included VDSL modem. It is important to note that if you have an existing ADSL modem it may not work and it may require replacement when you move onto FTTB or FTTN.

What Speeds will I get with the NBN?

Airtel AU Telco offers NBN plans delivered to the customer site via fibre, fixed wireless or fibre to the node/building service.
Your actual speed will be dependent on what technology is used to deliver the service as well as the following factors:
• Any routers, switches or hubs connected to your NBN installation
• How many people are using the network at one time
• Your PC/laptop/mobile devices and their ability to handle the supplied speed
• If you’re using wireless to connect devices to the NBN
• For FTTN or FTTB services, the length and quality of the copper line between your premise and where it joins the fibre optic cable,
While we will always make sure that you are getting the most out of your NBN connection, we are unable to guarantee that you will always receive the full speeds of your plan.

When is the copper network being switched off?

The copper network is being progressively switched off in fibre areas that NBN Co declares ‘NBN-ready’. NBN Co will notify you when the NBN is available in your area and let you know about disconnection dates. You have 18 months from the time NBN Co declares your area NBN-ready to switch your landline phone and internet services to the NBN before the copper network is permanently switched off.

What is VoIP?

VoIP stands for ‘Voice over Internet Protocol’ and refers to the delivery of voice communications over Internet Protocol (IP) networks such as the Internet

Cannot make or receive calls?

If you are unable to make or receive calls on VoIP service, check that your VoIP issue isn’t caused by the following:
• No internet connection: Confirm that you can get online. VoIP services need a working internet service
• Faulty hardware: Ensure that all cables and handsets used for your VoIP service are undamaged and plugged in securely.
• Insufficient power to handset: Ensure that the handset used for your VoIP service has sufficient power, particularly if it is cordless and uses batteries.

How do I set up VoIP?

Once your VoIP service has been activated, you’ll need to configure the service in your modem. For instructions please consult the user manual of that device to learn where you’ll need to enter a range of settings including your username and password.
• VoIP Username: included in the service welcome letter
• VoIP Password: included in the service welcome letter
• Domain Name: included in the service welcome letter
• Outbound Proxy: will be one of the following depending on State
• ACT:
• NSW:
• NT:
• QLD:
• SA:
• TAS:
• VIC:
• WA:

What are the benefits of using VoIP?

• Simple and Easy to use
• No installation or set up fees pending on size (Installation charges may apply for data and fixed line services)
• Potential cost savings
For all pricing please refer to

What do I need to set up a VoIP service?

First of all you’ll need a Broadband Internet or NBN connection, VoIP service will not run over wireless broadband, Satellite or mobile broadband.
Depending on the type of VoIP service sold (single or SIP Trunks) and the quality of the VoIP wishing to be achieved, the type of data connection that is required will vary.
For a standard VoIP service connection is recommended and 4.1MB is the minimum connection speed Airtel AU will support.
For a SIP Trunk service a 1M/1M connection is recommended and is the minimum connection speed Airtel AU will support.
Finally, you’ll need a device to talk into and something to allow you to hear the person on the other end. There are a range of options that include the following:
• Softphones: don’t necessarily require a Router and work using software on your PC and your PC’s speakers and a microphone or a USB Phone or Headset plugged into your PC.
• ATAs (Analogue Telephone Adapters): plug into a Router on one side and accept a standard analogue phone (like the one you’re using already on your copper line) on the other side. ATAs do not require a PC in order to function but using a PC is usually the easiest way to configure them when they’re first plugged in.
• IP phones: plug directly into your Router or IP PBX system and can be thought of as a phone with an ATA built-in. Like ATAs, IP Phones do not require a PC to be on.
• Routers with an ATA built-in: These are the most popular options option if you need a modem and/or Router as well.

Can I have a data connection with another provider and still access Airtel AU Telco IP Voice products?

No, Airtel AU Telco IP Voice plans are only available if you have an active Airtel AU Telco data connection.

Is it possible to have a Home Phone connection and VoIP at the same time?

Yes, provided your address has an active copper phone line connected and you have an ADSL/ADSL2+ broadband internet service.

Will my FAX or Monitored/ Medical Alarm work with a VoIP service?

Some faxes and monitored/ medical alarm systems were not designed to work on a VoIP service. Before you decide on changing to VoIP please call your manufacturer and ask them whether their product will work on a VoIP line.

How much bandwidth will my VoIP service use?

Each VoIP call needs approx. 100 kbps, this equates to 40MB of data usage every hour when the phone is in use. When the phone is not in use then you would be using no data at all.
You are responsible for making sure you are on a suitable plan for use with this service.

What type of modem / router I should use?

You can use any modem/router which has a built in ATA (analogue telephone adapter) unit in most areas. Where NBN is available, you may not need to buy a modem/router as NBN will allow VoIP using their Network Terminating Unit (NTU). This means you may be able to plug your phone directly into the NBN NTU and be able to make and receive calls.

Will VoIP work if my internet connection is down?

No. If the internet connection is down, you won’t be able to make or receive calls using your VoIP service.

If I move house, can I keep my VoIP number?

VoIP numbers are allocated to geographical areas, and if you move too far from your current home we cannot guarantee that you will be able to keep the same VoIP number. It is important you advise if you are moving or have moved so we can update emergency services with your new address.

What is a CSG Waiver and why do I need to sign one?

The Customer Service Guarantee (CSG) establishes performance standards that apply to a standard telephone service. The standards apply to appointments and the connection or repair of a service. In return for offering you access to our IP Voice product and the reduced call rates we ask that you waive your rights under the CSG and formalise this by completing a CSG waiver.
Importantly the presence of a waiver does not remove Airtel AU Telco’s obligation to provide services with due care and skill that are fit for purpose, and supplied within a reasonable time frame.
For more information on the Customer Service Guarantee, your rights and the waiver please go to our website

Can I use my VoIP service to dial 000?

You will not be able to dial ‘000’ if there is a power outage, when your internet connection is interrupted or if the hardware you are using to access the service fails or is not configured correctly.
If you call an Emergency Service number from your IP Voice service, the service address you provided will be displayed to the Emergency Services. It is your responsibility to notify Airtel AU Telco of any changes to your personal or address details.

What is the quality like?

The quality of your VoIP call is dependent on 3 things:
• You can make and receive calls while surfing the web, however the VoIP service may be impaired if you do so, depending on the type of surfing or downloading, and your broadband connection speed. All VoIP calls will count towards your monthly data allowance. You are responsible for making sure you are on a suitable plan for use with this service.
• Bandwidth – The bandwidth you have for VoIP is the key for voice quality. For instance, if you have a dial-up connection, don’t expect great quality. A broadband connection will work right, as long as it is not spotty, and not shared with too many other communication applications.
• Equipment – The VoIP hardware equipment you use can greatly impact on your quality. Poor quality equipment is normally the cheapest ones (but not always!). It is therefore always good to have as much information as possible on an ATA, router or IP phone before investing on it and starting to use it.

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