FREQUENTLY ASKED QUESTIONS

What is the billing cycle?

Red Telecom operates on a monthly billing cycle. At the end of each monthly cycle, you will receive a bill for that entire month e.g. January 1st-January 31st.

How do I receive my bill?

Your bill is sent via email. Red Telecom is committed to sustainability, leading to reduced paper usage. 

How can I pay for my Red Telecom services?

There are a number of options available for payment. These options are provided in greater detail on your bill.

1. Direct Debit – The current amount is automatically deducted from your nominated account on the due date.

2. Electronic Funds Transfer – Transfer funds electronically to the nominated bank account. Please enter your account number as the payment reference.

3. Over the phone – Call us on 1300 RED TEL (733 835) to pay your bill by credit card over the phone.

4. BPAY – Contact your bank or financial institution to make this payment from your cheque, savings, debit, credit card or transaction account.

I don’t understand a component of my bill. Who would be the best person to speak to?

If you have any questions or are unsure about something on your bill, please contact Red Telecom. 

How can I keep track of my usage?

If you require information on your usage, contact us on 1300 RED TEL (733 835).

How can I view my past invoices with Red Telecom?

Click here to view your past invoices. From there, you will need to input your login information. If you cannot remember your login information, contact Red Telecom.

What is the pro-rata charge on my first invoice?

A pro-rata charge is the partial amount of Plan or Service & Equipment (Line Rental, Value Added Service) charges, covering the period from the date that you become active with Red Telecom up until the 1st of the following month.

A pro-rata charge will only appear on your first invoice to ensure you are brought up to sync with our billing cycle.

Are your phone systems NBN compatible?

Yes, all of our phone systems are NBN compatible. For more information on the NBN, please visit the NBN section of our website. 

Why are the prices not listed for any of the solutions?

Red Telecom focuses on you by providing a customised solution. As our solutions are designed for your business’s needs, the prices will be different for each business’s situation. Please visit the Quote Me page on our website to receive a customised quote.

I require a technician for one of my services. Who should I contact?

Please contact our Australian Customer Support Team and we will organise a technician to come out to your business.

What is the timeframe for installation of the phone systems?

The timeframe for installation varies business to business. Our aim is to get your phone systems within 2-4 weeks, barring any setbacks. 

What are your business support hours?

Support is available from 8:30am-5:30pm every day (excluding weekends and public holidays).

Can I hire my own technician to repair faults?

We would highly discourage customers in hiring their own technicians as doing so voids the warranty of the phone system and handsets. Red Telecom’s technicians are highly qualified and certified to handle technical issues.

I am moving to a new premises. What do I need to do to ensure my Red Telecom services operate at the new location?

Please provide us with at least two months’ notice before you move. The early notice allows us to provide you with a smooth transition of your Red Telecom services, including IT, copiers and printers, to your new location.

Can I keep my existing numbers when I relocate?

With Red Telecom, you may be able to keep your existing numbers when you relocate. New customers in most situations can also keep their existing numbers when they choose Red Telecom as their telco provider. In any case, Red Telecom will endeavour to keep your number with you. 

Do you offer cabling services?

A connected office can often mean a messy workplace should your cable management system not be up to par. Red Telecom offers services in managing the cables for your entire office – from the wall all the way to your employees’ desks. Contact Red Telecom for further details and a quote. 

What is the NBN?

The National Broadband Network (NBN) is a Government (NBN Co) project where the fibre optics will replace the current copper lines for broadband and phone lines nationwide.

Will I be impacted by the NBN?

If your phone system is older than three years, there is a strong possibility that it will need to be updated to become compatible with the NBN.

What will be affected?*
  1. Landline phones and internet provided over most existing landline networks.
  2. EFTPOS machines.
  3. Alarm systems and fax machines may also be affected.

source: nbnco.com.au

What if I don't connect to the NBN?

Quite simply, you will lose access to affected phone line systems or broadband after the disconnection date.

What are the benefits of the NBN?

Faster and more reliable internet; online benefits for your business; business efficiency; improved internal and external business communication.

For further benefits of the NBN, please visit the NBN website

How do I place an intercom call?

Dial the station number.

How do I retrieve a held outside call?

Press the line key flashing.

How do I transfer a call?
  1. Press Trans/Pgm key while connected to outside party (do not put call on hold first).
  2. Dial the station number.
  3. Announce the call and/or just hang up.
How do I store personal speed dials?
  1. Press DIR
  2. Press SPEED key.
  3. Press ADD key.
  4. Dial speed bin no. (i.e. 00-19).
  5. Dial 0.
  6. Dial phone number.
  7. Press Hold/Save key.
  8. Dial name.
  9. Press Hold/Save key.
How do I store a station on flex button? (They are on the right side of the phone)
  1. Press Trns/Pgm.
  2. Press flex button.
  3. Dial station number.
  4. Press Hold/Save key.
How do I store a speed dial on flex button? (they are on the right side of the phone)
  1. Press Trns/Pgm.
  2. Press flex button.
  3. Press Speed.
  4. Dial speed bin number.
  5. Press Hold/Save key.
How do I establish a conference call?
  1. Initiate first caller (internal or external call).
  2. Press Conf key.
  3. Initiate second caller (internal or external caller).
  4. Press Conf key twice.
How do I set up & retrieve voice mail?

Dial 620, (password = station number + 135*), follow prompts.

How do I forward station to voice mail?
  1. Unconditional forward: Dial 5541620.
  2. Busy/no answer forward: Dial 5544620.
How do I forward station to speed dial?
  1. a) Unconditional forward: Dial 2541.
    b) Press Speed.
    c) Dial speed bin number.
  2. a) Busy/no answer forward: Dial 2544.
    b) Press Speed.
    c) Dial speed bin number.

How do I make an internal page?

Dial #3 (paging through handset speakers only).

How do I make an external page?

Dial #5 (paging through outside speakers only).

How do I make an all call page?

Dial #00 (paging through all speakers).

How do I change the external ringtone?
  1. Press Trns/Pgm.
  2. Dial 12.
  3. Select 01-08.
  4. Press Hold/Save key.
How do I change the internal ringtone?
  1. Press Trns/Pgm.
  2. Dial 11.
  3. Select 01-08.
  4. Press Hold/Save key.
PICK UP

Enables to pick up a call from a ringing handset.

DIR

Press DIR key.
Dial 1 (for Private speed dial directory).

OR

Dial 2 (for Public speed dial directory).
Once name is found, press SEND key.

LOG

Press LOG key.
Using navigator wheel, scroll up and down.
Once number is found, press SEND key.

MUTE

Press Mute key to turn on (red light on).
Press Mute key again to turn off (red light off).

SPEAKER

While on phone via receiver press Speaker key.
Place receiver back on cradle.

VOLUME (has 4x options of usage)
  1. In speaker mode.
  2. While on the receiver unit.
  3. While the phone is ringing.
  4. When the LCD screen is on.
How do I store a system speed dial?
  1. Press DIR.
  2. Press Speed key.
  3. Press Add key.
  4. Dial speed bin number (i.e. 200-999).
  5. Dial 0.
  6. Dial phone number.
  7. Press Hold/Save key.
  8. Dial name.
  9. Press Hold/Save key.
How do I change the date and time?
  1. Press Trns/Pgm.
  2. Dial 041.
  3. Dial date (mm/dd/yy).
  4. Press Hold/Save key.
  5. Dial time (in 24hr format).
  6. Press Hold/Save key.
How do I program names to extensions?
  1. Press Trns/Pgm.
  2. Dial 071.
  3. Dial extension number.
  4. Dial name.
  5. Press Hold/Save key.
How do I turn on Day mode?
  1. Press DND.
  2. Dial 1.
  3. Press Hold/Save key.
How do I turn on Night mode?
  1. Press DND.
  2. Dial 2.
  3. Press Hold/Save key.
How do I access the company voice mail?
  1. a) Press “Company Voice Mail” button, follow prompts; OR,
    b) Dial 620, 147135*, follow prompts.