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Setup and how-to
Practical help with activation, equipment, Wi-Fi, mobile, voice, cloud and switching. Pick a category below. If something’s stopped working, start with the safe checks or report a service fault.
Start here
Check the power, equipment lights, cables and the network-status page, where it’s safe and appropriate to do so.
Only restart equipment if your service guide recommends it and the device isn’t supporting a critical process.
Note the affected service, when it started, the users or sites affected, the symptoms and any recent change.
During a power outage
Most internet and internet-based voice services need power at your premises. Unless you have suitable backup power and the network remains available, the service may not work during an outage.
If there is an immediate threat to life or property, call Triple Zero (000) using any available working service. Do not rely on website chat or email for an emergency.
Internet and Wi-Fi
Your equipment, where to put your Wi-Fi and what affects the speed you get at home or at work.
A suitable modem or router connects the service. Where you put it, and the layout of your home, affect your Wi-Fi. Place it somewhere open and central where practical.
Larger or harder-to-cover homes may benefit from extra Wi-Fi coverage equipment, available only where it’s listed in the live catalogue.
It depends on the service, the technology and whether your existing equipment is compatible. Your plan details and order confirmation say whether equipment is included, required or available at extra cost.
The speed you get can vary with the access technology, line conditions, network demand, your plan, connected devices, Wi-Fi coverage, equipment and the servers you use.
Most internet and internet-based voice services need power at your premises. Unless you have suitable backup power and the network remains available, the service may not work during an outage.
A second connection only improves resilience if it avoids the relevant shared failure points and can carry your essential workload. Backup capacity may be lower than the primary service, so decide which applications get priority.
Mobile backup depends on coverage, signal, device placement, data allowance and available capacity. Test the failover and make sure you understand its limitations.
We’re preparing step-by-step guides for specific modems and routers. If your internet isn’t working now, report a service fault.
Report a service faultMobile
Transferring your number, checking your phone will work and understanding coverage where you use it.
You can ask to transfer an eligible existing number. Keep your existing service active and make sure the account details match.
Transfer times and any interruption can vary. Don’t cancel the old service before the transfer is complete.
It depends on the device, supported bands, software, lock status and network requirements. Check your phone is compatible before you order, especially if it’s an older device.
Published population coverage doesn’t mean every location or building is covered. Performance can vary with device, spectrum, terrain, buildings, weather, congestion and exact position. Check the current coverage map for the network named on your plan.
Your plan explains whether your data stops, your speed is shaped (slowed down) or an extra charge applies. Messaging and light browsing use less data than regular video, hotspotting or large downloads.
Keep an accurate register of each service: user, number, plan, device, contract date and cost centre. Decide who can order changes, how lost services are handled and what happens when someone leaves.
We’re preparing guides for setting up specific phones and SIMs. If your mobile service isn’t working now, report a service fault.
Report a service faultVoice
Keeping your numbers through a change and knowing what happens when power or internet access is lost.
Transferring a number needs the correct ownership details and steps done in the right order. Don’t cancel existing services before the transfer.
Before the switch-over, record your key numbers, call flows, user assignments, opening hours and rollback arrangements.
Hosted voice usually won’t work at the affected location unless the design includes a working alternate path or rerouting. Diverting calls to mobiles, or another continuity method, may help. But it has to be designed and tested.
Internet-based voice normally depends on power, internet access and correctly configured equipment. Check the emergency-calling capability, location information and limitations of your service, and keep an appropriate alternative for critical calls.
Many hosted platforms offer mobile apps or call routing, subject to the selected product, device and data connection. Check exactly what your service can do.
Calls can be recorded only where the selected platform supports it and the business has addressed consent, notification, access, retention and legal requirements.
We’re preparing guides for specific handsets, apps and call settings. If calls aren’t working now, report a service fault.
Report a service faultCloud and email
Accounts, backup and recovery for Microsoft 365 and other cloud services.
Cloud platforms can keep earlier versions or deleted items, but what they keep, and for how long, may not match your recovery needs. Your backup plan should set out what’s protected, how often it’s copied, how long copies are kept, where they’re stored and how restores are tested.
Decide how often to test, based on business risk and how often things change. Test a representative sample of files, users and systems, record the result and fix any failures. Don’t assume a successful backup job means recovery will work.
Decide who creates users, approves access, removes leavers and reviews privileged accounts.
Your recovery point objective is how much recent data your business can afford to lose. Your recovery time objective is how quickly a service needs to be back. These are design inputs, not guarantees, unless they’re explicitly contracted and tested.
Think about accidental deletion, compromised accounts, lost devices, malware, a platform outage and losing access to an administrator.
We’re preparing guides for setting up email and specific applications. Contact us if you need help now.
Contact supportMoving or switching
Keep the old service active until the new one is working, and know who cancels what.
After you order, we’ll confirm the service is available, give you the activation details and explain any equipment or appointment requirements.
Keep your old service active until your new one is working, unless your order confirmation says otherwise. Where it applies, you’re still responsible for cancelling services with your previous provider.
We’ll confirm site access, lead time, equipment, configuration, testing and who’s responsible for what at cutover. Keep the existing service until the new connection has passed the agreed acceptance checks. More complex or critical changes should include a rollback plan.
Eligible active numbers can generally be transferred if the ownership and account details are correct. Don’t cancel the old service before the transfer is complete.
Read the Critical Information Summary, applicable terms, ongoing monthly price, minimum cost, payment method, equipment charges and any limitations affecting medical, security or emergency-calling devices.
Find a Critical Information SummaryYour cancellation rights, charges and any cooling-off period depend on how the service was sold and the applicable terms. Check your order summary and contact us before you cancel.
We’re preparing a guide to moving a service to a new address. Contact us before you move.
Contact supportIf a guide doesn’t solve the problem, choose the support path that matches your issue.
