Business VoIP FAQs


Service



Requirements



Product



Excluded Services



Service Features



Call Rates & Billing



Phone Number and Porting




Service


1.1. What is VoIP?
VoIP stands for Voice over Internet Protocol, which allows you to make telephone calls using a broadband Internet connection. VoIP converts the voice signal from your telephone into a digital signal that travels over the Internet then converts it back at the other end. In general, phone service via VoIP costs less than equivalent service from traditional sources.
 
1.2. What are the benefits of TPG’s Business VoIP Service?
  • Unlimited Local Calls (including 13/1300 numbers)
  • Unlimited calls to standard National Landlines
  • Cheap calls to Mobiles in Australia — all day
  • TPG VoIP Handset provides Digital Voice quality
  • PABX in the Cloud means no PABX on site is required
  • Free extension dialing
  • Enhanced VoIP Handset service features for you, like voicemail to email, name display and more
  • 3 Business grade TPG VoIP handsets included — only available on 18 month contract
  • You can Port your numbers across to TPG in most cases
  • Add as many Pay As You Go plans you like when your business grows
 
1.3. How does the sound quality compare to a traditional phone call?
Under normal circumstances the sound quality is comparable to standard (PSTN) telephone services, TPG’s Business VoIP service will provide Digital Quality calls to you through the TPG VoIP handsets.

VoIP call quality can be affected by the quality and speed of the customer’s broadband connection. Disturbances to the customer’s ADSL/ADSL2+ service can affect the quality of the VoIP service or prevent it from operating. Please keep in mind that if you are running several programs that are using a high bandwidth, your call quality may be compromised.
 
1.4 Is your network based locally or overseas, and what effect will this have on end-users?
Our VoIP network is based locally which allows for great voice quality due to low latency.
 
1.5 Do you own or lease the network infrastructure, and what effect will this have on end-users?
TPG completely owns this VoIP network, which allows us to offer a high quality of service to our customers.
 
1.6 Will VoIP affect broadband usage limits?
When using VoIP over your broadband connection, the VoIP router is sending your voice call as data over the Internet. TPG will count this towards your monthly usage quota. As a rough rule of thumb, using VoIP consumes 0.6 Megabyte of your usage quota for every 10 minutes of conversation, assuming Standard (G729) voice compression. As the average household consumes between 1000 to 2000 minutes of phone usage per month, this would equate to approximately 60 to 120 Megabytes of usage quota.
 
1.7 What is TPG Prepayment Outside Included Value?
All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired. Your initial prepayment will be $20. After registration, you may nominate how much you wish to prepay but the minimum prepayment is $20. The prepayment will be debited from your nominated bank account or credit card. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment. The top up will occur when the amount of prepayment falls to below $10. When that happens, TPG will debit a sufficient amount from your bank account/credit card to restore your nominated prepayment amount. If your usage is high, this can occur more than once per month. You authorise TPG to make such debits to your account/credit card. If you do not exceed the Included Value and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. We will send you messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful. If you do not use the prepayment, it will be forfeited to us when you cancel the service. You agree that no bill will be provided for this service and that direct debiting of your account or charge to your credit card may occur notwithstanding that no bill is provided and that it may occur even though you may not have had the opportunity to check charges at least 10 working days before the debit.
 
1.8 Can I use TPG’s Business VoIP Telephone service if I lose power?
You can not use VoIP service if there is no power to your modem. The reason being VoIP uses the broadband connection and it is not a traditional telephone service which runs on the copper network. In the times of a power outage if the broadband modem does not operate – VoIP telephone will not operate. You can not call 000 emergency numbers from the VoIP phone if there is a power outage.
 
1.9 Can I call emergency numbers with my TPG Business VoIP service if there is a power outage?
No, if there is a power outage and there is no power being supplied to the modem TPG Business VoIP will not work thus you cannot make any calls including 000 emergency numbers.
 
1.10 I currently have a TPG Home Phone service; can I change to TPG Business VoIP?
TPG Home Phone customers can only take Business VoIP as an add-on service. You cannot replace TPG Home Phone with Business VoIP as Business VoIP requires an active TPG Broadband On-Net connection at all times. TPG Home Phone is a bundled service with TPG Broadband On-Net. If you cancel the bundled Home Phone service, your TPG Broadband On-Net service will also be cancelled.
 
1.11 Does Voicemail work when there is a power outage?
Yes, if you have call diversion setup to Voicemail then your incoming calls will be directed to Voicemail even though there is a power or broadband service outage.


Requirements


2.1 Can I use TPG’s Business VoIP service with a dial-up connection?
No, you need to have a TPG Broadband On-Net service to use TPG Business VoIP.
 
2.2 What are the requirements to have a TPG Business VoIP plan?
You need to have a TPG Broadband On-Net service with a Static IP address to use TPG Business VoIP.
 
2.3 Can I keep my broadband service with another provider and only have TPG Business VoIP service?
No, TPG’s Business VoIP plans are only available when you have a TPG Broadband On-Net service.
 
2.4 Does my computer have to be turned on when I make a call?
No, your computer does not need to be turned ON while you make a call. Your modem/router must be turned ON otherwise TPG Business VoIP will not work.
 
2.5 What equipment and connection is required?
You need a TPG Broadband On-Net connection and a modem router to use Business VoIP plan. You may need to check the number of ports available in your current modem router as each VoIP handset will require a RJ45 cable connection from the modem router. TPG supplied modem routers normally includes 4 ports.
 
2.6 Does my modem have to be turned on to use TPG Business VoIP?
Your modem must be turned ON to use TPG Business VoIP service.
 
2.7 Can I use Business VoIP service while I am using internet?
Yes, you can use your computer while on the phone. However, since your phone and computer share the same bandwidth, if you are using high bandwidth applications on your computer (i.e. downloading a large file) you may experience degraded voice quality.

Product


3.1 How many Business VoIP plans are currently available?
There are 2 Business VoIP plans:
  1. TPG Business VoIP – Package (18 month contract)
  2. TPG Business VoIP – Pay As You Go (No Contract)
 
3.2 What is TPG Business VoIP – Package?
TPG Business VoIP Package - $29.99 per month is only available on 18 month contract and includes:
  • 3 VoIP services each with a service number
  • 3 TPG Business VoIP handsets
  • Unlimited Local Calls
  • Unlimited Calls to Standard National Landlines
 
3.3 What is TPG Business VoIP – Pay As You Go?
TPG Business VoIP – Pay As You Go plan is a no term contract plan and the monthly subscription fee is $9.99 per month. Pay As You Go plan includes the following:
  • 1 VoIP line with dedicated phone number
  • Unlimited Local Calls
  • Unlimited Calls to Standard National Landlines
 
3.4 Can I purchase additional VoIP lines from TPG Business VoIP?
You can purchase additional VoIP lines in two ways:
  1. By purchasing additional Business VoIP packages which comes with 3 VoIP lines and 3 TPG handsets - $29.99 per month on 18 month contract.
  2. By purchasing additional Pay As You Go plans – each VoIP line $9.99 per month on no term contract
 
3.5 Can I purchase additional VoIP handsets from TPG?
You can only purchase a TPG VoIP Handset when you sign up for Business VoIP Pay As You Go Plan, you can purchase each VoIP Handset for $69 once off.
 
3.6 Can I take less than 3 VoIP lines in the Business VoIP – Package?
No, Business VoIP – Package is a bundled deal only which includes 3 VoIP lines with 3 Handsets, you cannot change or modify any individual component of this bundle deal.
 
3.7 What is the installation fee for TPG Business VoIP?
The installation fee for Business VoIP service is $79.95 per order.
 
3.8 What are the cancellation rules and fees?

Cancellation Inside Contract Outside Contract
Cancel Business VoIP Package   Early termination fee up to $350^   $0 provide 30 days notice
Cancel Business VoIP Pay As You Go plan   No Cancellation Fee  
Notes:
Early Termination Charge: ^The early termination charge is 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.

You cannot cancel any single component of the Business VoIP Package, cancellation of individual component will cease the whole bundle.
 
3.9 What are the change of plan rules and fees?

Change of Plan Inside Contract Outside Contract Prepayment Outside Included Value
Change of plan to other TPG Landline service (e.g. TPG Home Phone)   Contract payout fee up to $350^ applies
+
Connection fee for the new phone service & new contract term applies.

Customer may not be able to port their number to the new phone service at all times
  No early termination fee but
connection fee for the new phone service & new contract term applies.
  Prepayment Outside Included Value remain with each active service
Change of Plan from Pay As You Go plan to Business VoIP Package   $0 plan change fee but 18 month contract term applies   $0 plan change fee but 18 month contract term applies   Prepayment Outside Included Value remain with each active service
Change of Plan from Business VoIP Package (18 month contract) to Pay As You Go VoIP plan   Contract payout fee up to $350^ applies and customer will pay $9.99 for the remaining each VoIP service   $0 plan change fee and customer will pay $9.99 for each VoIP line Prepayment Outside Included Value remain with each active service
Notes:
Early Termination Charge: ^The early termination charge is 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.
 
3.10 Can I sign up for additional Business VoIP services at a later stage?
Yes, you can sign up for additional Business VoIP services at a later stage with your current login details. You can have a maximum of 20 Business VoIP services under one account.
 
3.11 Is there a setup fee if I sign up for additional Business VoIP services at a later stage?
Yes, the setup fee of $79.95 is charged per order. For example, if you have a Business VoIP Package now and wish to add a Business VoIP Pay As You Go plan at a later stage, you will incur the $79.95 setup fee.

Excluded Services


4.1 What services are not available with TPG Business VoIP?
TPG Business VoIP does not support Fax, EFTPOS, Back to Base alarms, Line Hunt, Foxtel program purchase, Analogue modems and calls to 19/1900 numbers.
 
4.2 Can I use Eftpos service with Business VoIP?
TPG Business VoIP does not support Eftpos services.
 
4.3 Can I use a Fax with TPG Business VoIP?
TPG Business VoIP does not support FAX.
 

Service Features


5.1 What Service Features are available with TPG Business VoIP?
The following features are available with TPG Business VoIP with $0 charges per month
  1. Extension dialing with Name Display
  2. Voicemail to email
  3. Number Display
  4. Call Barring
  5. Call Waiting
  6. Call Forwarding (standard call rates apply to forwarded calls)
  7. Caller ID
 
5.2 Can I receive Voicemail with this product?
TPG offers voicemail services with this product; you can nominate your preferred email address where your voicemail messages will be forwarded to. You can also retrieve your voicemail messages from your VoIP phone.The voicemail storage is limited to 100 messages.
 
5.3 Can I change the email address where I want my voicemail messages to be sent to?
Yes, you can change your preferred email address for voicemail by logging into “Your Account” section.

voicemailtoemail_img01
 
5.4 Can I change the call duration before it diverts to voicemail?
Yes, you can change the ring duration by logging into “Your Account” section.

callforwarding_img02
 
5.5 How long can I store my Voicemail messages?
All (saved and unsaved) Voicemail messages will be deleted 20 days after you receive the message.

Call Rates & Billing


6.1 What is the call rate for a local call?
Calls to Local numbers are $0 – unlimited for the Business VoIP plans, calls to 13/1300 numbers are also unlimited.
 
6.2 What is the call rate for a national call?
Calls to standard National Landline numbers are $0 – Unlimited for the Business VoIP plans.
 
6.3 What is the call rate for a mobile call?
Mobile Calls - 9.9c per minute + 39c flagfall
 
6.4 What are the differences in call rates between TPG Home Phone and TPG Business VoIP?
 
Service Business VoIP Call Rate TPG Home Phone
Extension Dialing   $0 - Unlimited Calls   Not Available
Local Calls   $0 - Unlimited Calls   25¢ per call
13/1300 Calls   $0 - Unlimited Calls   30¢ per call
National Calls   $0 - Unlimited Calls   25¢ per minute
(plus 39¢ call connection)
Voicemail   $0 - Unlimited Voicemails to your email   Not Available
Mobile Calls   9.9¢ per minute
(plus 39¢ call connection)
  39¢ per minute
(plus 39¢ call connection)
International Calls   Check International Call Rates
(39¢ call connection applies)
  Check International Call Rates
(39¢ call connection applies)
18/1800 Calls   Free   Free
19/1900 Calls   Not supported   Not supported
Directory Assistance - 1223   $1.10 per call   $1.10 per call
TPG 13 14 23   Free   Free
 
6.5 Is the call rate to Mobile for Business VoIP different from TPG Home Phone?
Call Rates for Mobile from Business VoIP is 9.9¢ per minute plus 39¢ flagfall

Call Rates for Mobile from TPG Home Phone is 39¢ per minute plus 39¢ flagfall
 
6.6 Is the call rate for International destination is the same as TPG Home Phone?
Yes, call rates to International destination will remain the same as TPG Home Phone
 
6.7 What happens if I make a call to a number which is not considered as a Local or National number?
You will be charged at the standard rate of that call and these charges will be deducted from your TPG Business VoIP Prepayment Outside Included Value.
 
6.8 Will I receive paper bill?
No, you will not receive any paper.

You can view the current and previous bills online by logging into the 'Your Account' section on the TPG website (www.tpg.com.au). It’s simple and secure. Select 'Your Account Statement' under 'Account Management'.
 
6.9 Can I view my call usages online?
Yes. You can view your outgoing call usages for each VoIP line by logging into the 'Your Account' section on the TPG website (www.tpg.com.au).
 

Phone Number and Porting


7.1 I have an active phone service. Can I transfer my existing phone number across?
You can transfer your phone number from your current Phone provider (Telstra, Optus, AAPT, Primus and others) to TPG. We may not be able to port your service number in all circumstances, this includes rotary dial numbers, complex service numbers, failure to provide account details, contractual obligations with your existing provider or where we do not have a porting arrangement with your existing provider. You cannot port Multiple Numbers and ISDN services to TPG.
 
7.2 What is a DID number?
DID stands for Direct-In-Dial. If you choose or will be given a new phone number by TPG, TPG will assign a new DID phone number to you based on your address. It is in a similar format to your existing telephone number <10 digit number>.
 
7.3 Can I choose my DID phone number?
No, your phone number will automatically be assigned to you based on the standard zone unit of your address.
 
7.4 To be able to port my number, what information do I need to provide?
If you are converting your existing phone service which is on the Telstra, Optus, Primus, AAPT or Powertel networks, you will need to provide your current Account Number provided by your current phone provider.

This can be found on any bill you receive from your phone provider for your phone service.

Providing an incorrect Account Number may result in delays with the porting process and lengthen the period in which you will not be able to receive any incoming phone calls.
 
7.5 Can I keep the phone number assigned by TPG when I no longer want to have the Business VoIP service with TPG?
You need to check with the new or gaining provider if they are able to port from TPG.
 
7.6 Can I make and receive phone calls while my telephone number is being ported across to TPG?
You can port your phone number from your current Phone provider (Telstra, Optus, AAPT, Primus and others) to TPG. The standard installation timeframe for Business VoIP service is 4-5 working days, within this time period you can still make and receive phone calls on your telephone line. On the cutover date TPG will port across your number from your current service provider to TPG Business VoIP service. This process is instantaneous which means there will be no downtime on your telephone service.
 
7.7 Can I port my DSL Line telephone number to TPG when I have a TPG Standalone ADSL2+ service?
You cannot port your telephone number across to TPG in this scenario. TPG Standalone ADSL2+ service is linked with your current DSL Line telephone service (currently with another provider). Porting this DSL Line telephone number will result in the interruption of your TPG Standalone ADSL2+ service.
 

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