Online Help

This article will answer some frequently asked questions about NBN™ Fibre Phone, which is only available to select NBN™ FTTP customers as of 23 August 2017.
 

Is Fibre Phone a Home Phone (PSTN) equivalent service?

iiNet's first generation of Fibre Phone is not a Home Phone (PSTN) equivalent service. It can be likened to an "enhanced Netphone" service with all of the call features of Netphone.

What are the differences between Netphone and Fibre Phone?

• Unlike Netphone, Fibre Phone does not require a VoIP-enabled modem. Instead it can be connected to the NBN Connection Box.
   
• Unlike Netphone, Fibre Phone comes with dedicated bandwidth which means calls do not have to compete with internet traffic.
   
• Unlike Netphone, Fibre Phone can only be used at the premises it was activated at using the supplied hardware.
   
• Unlike Netphone, if you elected to install a battery backup unit, Fibre Phone remains usable for 3-11 hours in the event of a power outage. Please note that iiNet no longer offers the option of a battery backup unit as of 30 August 2017.

Does the Customer Service Guarantee apply to Fibre Phone?

No. In order to subscribe to Fibre Phone you must agree to waive your rights under the Customer Service Guarantee.

What are the call rates on Fibre Phone?

Please refer to the Critical Information Summary for all previously sold Fibre Phone plans.

Is Fibre Phone appropriate for business customers?

Yes, but only for small businesses or home offices that require only one line for normal phone calls. Business customers who require more than one phone number would still be able to provision one Fibre Phone line, but would need to look at the BizPhone products we offer in order to supply additional phone numbers to the business.

Can I use my existing phone handsets with Fibre Phone?

Yes, although there are some exceptions in very old phone handsets (rotary dial).

Can I use my existing phone sockets to connect handsets to Fibre Phone?

Yes, Fibre Phone uses the same standard phone sockets (RJ-11) to connect handsets, however you will need to organise the rewiring of their internal phone wiring to the UNI-V phone port on the NBN™ Connection Box. If this is not done, you will not receive dial tone on any internal sockets besides the Connection Box's UNI-V phone port. As an alternative to having your house re-wired by an electrician - you may be happy with a cordless phone being plugged into the Connection Box.

If I change my mind after cancelling my existing fixed phone line, can iiNet provision a new one?

No, in NBN™ ready for service areas copper services will not be able to be reprovisioned. Telstra typically cease sales copper services in NBN™ Fibre areas. Fibre Phone will be the only fixed line voice solution available to you.

I have a VoIP service with iiNet already, can I keep this number when I move to Fibre Phone?

At this point in time, we are unable to move iiNet numbers to a Fibre Phone product. We may be able to port across other carrier numbers to Fibre Phone, please give us a call and we can look into keeping your existing number with Fibre Phone on the NBN™.

How many phone handsets can I plug into the same Fibre Phone line in my house?

Fibre Phone is designed to have up to three handsets plugged into the same line using internal sockets in the house. Any more would demand too much voltage and may prevent your service from getting a dial tone.

If I relocate my Fibre Phone service, can I keep my phone number?

Currently iiNet Fibre Phone numbers will only work at the address they’re initially supplied to. If you move house, unfortunately you won’t be able to keep the same Fibre Phone number.