Accounts

How do I add another person who can call on my behalf?

In order to add a nominated contact you will need to provide the following information:

  • Name of the Authorised Representative
  • Date of Birth
  • Home / Office Address
  • Email Address
  • Contact Number

You can send the above information by:
Fax: 03 99993102
Email: accounts@broadbandsolutions.com.au
Mail: Broadband Solutions, PO Box 151, Collins St West, Melbourne VIC, 8007

How Do I Remove An Authorised Representative?

If you wish to remove an authorised representative, please call us on 1300 683 000.

You can also send the above request via fax, letter or email, though you will need to provide us with your own name, date of birth, and full address so we can verify your account.

ADSL2+

Does this service include business hours support?

Yes this service comes with 24 * 7 support and access to Level 3 Noc 24 *7, 365 days a year based in Australia.

What is the excess charge?

Data is only counted for downloads and excess charges are charged at per Gb or you have the option of going on a unlimited plan.

Does this service include a Static IP?

Yes it comes with 1 static IP. Any additional IP can be arranged for additional cost per IP range.

Can I use my own Router?

Yes you can use your own router or we can configure and supply a Cisco router at a cost.

Can I put voice over this service?

Yes you can, we can provide you with a SIP trunk at a rate per trunk or you can use your own SIP provider.

Why Business Grade ADSL2 +?

Broadband Solutions ADSL2 + is a business Grade Service starting from 8 Mbps/384 kbps all the way up to 20 Mbps/1 Mbps.

What is the lead time for installation?

The time frame for this installation is 5-10 business days.

Billing

When Does My Billing Cycle Start?

Your billing cycle is based on the activation date of your service.

For example, if your account was signed up on the 1st of April, and if became active on the 6th of April, your billing cycle will start on the 6th of every month.

If you need to change your billing date, please contact us on 1300 683 000 Option 2.

How Does The Billing Cycle Work?

Your billing cycle starts at the date that your service is activated and ends on the same date every month. We do anniversary billing cycle.

When a billing cycle ends, your monthly base fees are charged for the month of service in advance, plus whatever usage charges, if any, accrued for the last month.

Please consider the below when viewing your statements:

Invoice date: The actual billing date.

Due date: This is 7 days after the “Invoice Date”.

Failure to settle your account within the appropriate time frame, can lead to late payment fees, account suspension and possible account termination fees.

How Can I Pay For My Account?

Your monthly payment will be automatically debited from your credit card or direct debit, on your due date.

If your payment is not successful, we will contact you via or phone.

Failed Credit Card payments are reprocessed, automatically, the following day, so please ensure that funds are available to prevent any service disruption.

Failed Direct Debit payments are not automatically reprocessed, so you will need to make a payment as soon as possible to avoid any service disruption.

Payments can also be made via Cheque, Bpay or bank transfer depending on the plan that you have signed up for as some plans allow for invoicing option and some are only available on credit card or direct debit.

Before you sign to any plan our staff will notify you of the payment option and all the necessary paper work will be sent out to you with the contract.

Are There Any Other Fees Involved?

Payments by Credit or Debit Card are processed automatically and do not incur any additional fees.

Direct Debit payments are also processed automatically, and can take between 3 and 5 business days to clear.

Please ensure you have sufficient funds in your nominated account to avoid any declined fees, or possible disruption to your service.

If you do not pay a bill by it’s due date, we can charge you a late payment charge as set out in our standard form of agreement.

How Do I Update Or Change My Payment Method?

To update or change your payment method, log in to “CAT” or call us on 1300 683 000 Option 2 where you can update your payment by talking to a customer service consultant.

Can I Request An payment Extension?

If you are not able to make a payment on time, please call our customer service team on 1300 683 000 Option 2 where and we may be able to provide you with a payment extension or a payment plan.

Payment extensions and payment plan are subject to approval and are based on your payment history.

What is Excess Usage?

“Excess Usage” charges are fees that are charged in addition to your monthly subscription fees, based on data (for internet services) that was used outside of your monthly allowance.

If you would like to clarify what your usage allowances are, you can log in to “CAT” to review your plan details.

How do I Check My Balance?

If you would like to check the current balance of your service, you can do this by logging in your CAT.

If you need help using the CAT please contact 1300 683 000 Option 3.

How do I keep an eye on my bills?

The following tools can be used to manage your credit exposure:

1. You can check your usage at any time by logging into CAT. You can also call our customer service team on 13 00 683 000 Option 2.

2. Some plans (including data plans) do not have any charges for exceeding your limits (your speed may be reduced instead).

Please contact us on 1300 683 000 if you have any questions or wish to make any changes to your plan or account.

Different Needs

Important Information for consumers with a disability:

At Broadband Solutions we take our responsibility towards disabled customers very seriously. We are aware of the requirements of the current regulations (Telecommunications Services for Disabled Persons Regulations and the Disability Discrimination Act 1995) and have been working hard to accommodate their requirements.

We offer a number of different services for our customers with special needs. These services are designed to not only meet the demands of the current regulations, but to also enable us to offer the best possible service to these customers.

If you would like to request any of our documentation, including this code, in large print, Braille or audio format, please contact Customer Care on 1300 683 000 with your full name, address and telephone number so that we can send it to you or contact you in the unlikely event of a problem.

Priority fault repair:

In the event of a fault, where a special needs customer has a bona fide need of urgent repair, priority is given to restoring such a customer’s service.

Please note that priority fault repair is only available for telephone faults.

In order to take advantage of our priority fault repair service, customers with special needs must pre-register their requirements with us. In order to register please call Customer Care on 1300 683 000.

Bill payment and protected service:

Disabled customers who are dependent upon the phone may nominate somebody who can help them deal with phone bills and their account in general. Specifically, this nominee can:

– Be the person to whom the customer’s bill is sent.

– Be the person to whom any enquiry will be made by Broadband Solutions in the event of a bill not being paid.

– Pay the bill on behalf of the customer – but will not be held legally liable for the bill.

In order to take advantage of any or all of the elements of our Protected Service Scheme, customers with special needs must register their requirements with us by calling Customer Care on 1300 683 000.

Contracts:

Customers who have problems reading the terms and conditions of their contract should ask for a salesperson to explain it to them or for an audio tape copy.

Text relay service:

We currently provide our hearing and speech-impaired customers with access to a text relay service via BT and RNID’s Text Relay. This enables such customers to communicate with each other and with hearing/speaking customers.

To use the service users must first register with Text Relay. To register, customers should call either of the following numbers free:

0800 500 888 (textphone)

0800 7 311 888 (telephone)

Once registered, in order to use the services, a textphone user dials 18001 followed by the full telephone number they require. If the call is answered by a hearing person, a Text Relay operator is brought into the call. However, if the call is answered by another textphone user, the connection is direct with no need to involve an operator.

Hearing users calling a textphone dial 18002 followed by the full telephone number they require. Once connected, the textphone user types a message from their keyboard and the operator reads it word for word to the hearing person. The hearing person then verbally responds and the Text Relay operator types exactly what is said so that the deaf person can read the conversation on their textphone display panel.

Textphone users needing to call the emergency services (police, fire, ambulance or coast guard) should just dial 18000.

Further information about Text Relay can be obtained at www.textrelay.org

Free directory enquiries (195):

Fibre

Does this service come with a SLA?

Broadband Solutions Midband Ethernet service comes with a 99.95% Service Level Agreement on Speed, Packet Loss and Latency and 1:1 contention Ratio.
So its is a true Business grade service and we use as many copper lines as required on the installation date to make sure that you get your full speed at no extra cost.

Does this service include business hours support?

Yes this service comes with 24 * 7 support and access to Level 3 Noc 24 *7, 365 days a year based in Australia.

What is the excess charge?

Data is only counted for downloads and excess charges are charged at per Gb or you have the option of going on a unlimited plan.

Does this service include a Static IP?

Yes it comes with 1 static IP. Any additional IP can be arranged for additional cost per IP range.

Can I use my own Router?

Yes you can use your own router or we can configure and supply a Cisco router at a cost.

Can I put voice over this service?

Yes you can, we can provide you with a SIP trunk at a rate per trunk or you can use your own SIP provider.

Why Fibre?

Fibre is a symmetric business Grade service starting from 2 Mbps/2 Mbps all the way up to 1000 Mbps/1000 Mbps. At Broadband Solutions we guarantee that you will get your full speed 24 * 7, 365 days a year.

What is the lead time for installation?

The time frame for this installation is 30-60 business days.

Financial Hardship

I want to download the Broadband Solutions Financial Hardship policy.

Here is the link to download our financial hardship policy which includes comprehensive information, followed by schedule A, Initial hardship application on page 11 and Schedule B, Summary of Broadband Solutions financial hardship on pages 12-14 of the policy.

What happens after I apply for financial hardship?

Broadband Solutions will be in touch to discuss how we can help you. We may request supporting or additional documentation/information about your circumstances.

Do I have to provide all the information you require?

Yes, it’s important that you provide us with all the required information. Otherwise, we’ll be unable to assess your application.


The information you provide must not be false, incomplete or misleading. If this is the case, we may be unable to assess your application. We may also cancel any Financial Hardship Arrangement in the future.

How will my personal information be handled?

Your personal information will be handled in accordance to Broadband Solution’s privacy policy.

Will I still be able to use my service if I apply for financial hardship?

Broadband solutions cares about all customers and will work with customers to keep them connected and their services uninterrupted where and if possible. Each application case will be assessed on a case by case basis.

How can I make a complaint about Broadband Solutions?

At Broadband Solutions we care about all our customers and value our customer’s feedback so if you are not happy, we would like to know.


To make a complaint, check out our complaints handling section under support.


If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:

Midband Ethernet

Why Midband Ethernet?

Midband Ethernet is a symmetric business grade service starting from 2 Mbps/2 Mbps all the way up to 40 Mbps/40 Mbps.
At Broadband Solutions we guarantee that you will get your full speed 24 * 7, 365 days a year.

Does this service include business hours support?

Yes this service comes with 24 * 7 support and access to Level 3 Noc 24 *7, 365 days a year based in Australia.

What is the excess charge?

Data is only counted for downloads and excess charges are charged at per Gb or you have the option of going on a unlimited plan.

Does this service include a Static IP?

Yes it comes with 1 static IP. Any additional IP can be arranged for additional cost per IP range.

Can I use my own Router?

Yes you can use your own router or we can configure and supply a Cisco router at a cost.

Can I put voice over this service?

Yes you can, we can provide you with a SIP trunk at a rate per trunk or you can use your own SIP provider.

What is the lead time for installation?

The time frame for this installation is 30 business days.

Why Mid-Band Ethernet ?

Our Mid-Band Ethernet or Ethernet Over Copper uses a super-fast Ethernet link, available here and now – delivered over the existing copper infrastructure used by your current fixed voice phone. Multiple copper pairs can be bonded together into a single Ethernet link.

This enables equal (symmetric) upload and download speeds – providing significantly greater speed and flexibility than traditional ADSL connections, but without the build costs of fibre. Yet this powerful, fast service is available today, without waiting for the NBN (National Broadband Network).

Our upstream provider was the first telecommunications company in Australia to utilise Mid-Band Ethernet to deliver Ethernet to business customers using the existing copper network.

Why your business needs Mid-Band Ethernet

If your business has 10 or more employees it could greatly benefit from Mid-Band Ethernet.

 1. Reliability and affordability

Availability, simplicity, and consistency have established Ethernet and IP as the communications technologies of choice across most enterprises and small businesses today.

Ethernet protocols, physical interfaces and supporting technologies have been standardised, commercialised, and adopted to such a degree that they now provide one of the most cost effective communications media on the market.

Using widely available, inexpensive interface and switching/firewall equipment, as well as high levels of support knowledge, means reduced or no training costs.

Mid-Band Ethernet or Ethernet over Copper addresses the critical speed needed by many businesses today – between 2 and 40 Mbps* – and is more reliable than traditional services such as ADSL since it aggregates multiple copper lines into a single Ethernet interface. If there is a problem on one line, the other lines will remain operational and continue to deliver at a slightly reduced speed.

2. Faster uploads are critical for many businesses today

While the fast downloads of ADSL are fine for surfing the web and downloading music or games, most businesses today are producers, not just consumers of data. Whether to support your mail-server,  web-servers, virtual private network, business voice, point-to-point or point-to-multipoint connections or other services, high-speed uploads are critical for business efficiency.

Mid-Band Ethernet is a symmetric technology, providing equal bandwidth for uploads and downloads, and as such, is far more suited to today’s business environment.

3. Flexible range of symmetric speeds and great coverage

Mid-Band Ethernet or Ethernet over Copper can offer a variety of flexible bandwidths, from 2 to 40Mbps* for both download and upload speed and is available for businesses located in Brisbane, Melbourne, Sydney, Adelaide, Canberra and Perth, as well as many regional centres.

4. Provides a multi-service capability
Mid-band Ethernet or Ethernet over Copper can support multiple services using the same physical infrastructure, reducing the cost for delivering a number of services on one access. Sharing access can make high-speed communications very cost effective, delivering a variety of managed business services, including voice, video and data.

Services that can be delivered on Mid-Band Ethernet or Ethernet over Copper, as standalone or combinations of services include:

  • Business Grade Internet- High-performance, business-grade, dedicated connection to the Internet. This allows customers to have access to the Internet based on TCP/IP protocol via our business grade network. Uploads are not charged.
  • IPVPN – provides an integrated Virtual Private Network (VPN) service, capable of supporting converged voice, video and data applications, connecting multiple sites into a robust private network.

5. Ideal for today’s cloud-based services

Business are increasingly using cloud-based services such as Google Mail, Salesforce.com etc – where a secure high-speed connection providing symmetric speeds for both upload and download is critical. Mid-Band Ethernet or Ethernet over Copper provides the ideal access for many of these cloud-based services.

 

*Available speed range is affected by the length and quality of the copper wire from the exchange to the customer site, electrical interference from outside sources and the existence of copper wiring at the customer site. Actual speed experienced is affected by the logical speed of the Ethernet link, network capacity, network utilisation, customer hardware and software and websites the customer is visiting.

Spend Management Tools

Important Information for Managing your Broadband Solutions Spend:

At Broadband Solutions we provide our customers with tools that will enable them to stay on top of their usage and any excess charges.

When you sign up to a Broadband Solutions Plan you will get access to our My Account Page.

When you log on to My Account Page you can view your data usage and your bill at any time of the day.

Also we understand how important it is that you stay on top of your account usage and hence will notify you of your usage via email or other alternative ways based on your requirements at all of the below points:

1. Once you get to 50% of the expenditure and/or the data allowance, which forms part of the included value in your plan, depending on whichever threshold occurs first

2. Once you get to 85% of the expenditure and/or the data allowance, which forms part of the included value in your plan, depending on whichever threshold occurs first

3. Once you get to 100% of the expenditure and/or the data allowance which forms part of the included value in your plan, depending on whichever threshold occurs first.

Landline Tools

Track & monitor your Landline usage in My Account page, My Account is an online resource Tool which allows you to view all your Broadband Solutions Landline usage included all your call history for set date ranges, your monthly access fees and any value added services you may have and the associated monthly fee.

Please note that call records are not displayed in real time and may be delayed by more than 24 hours.

ADSL Broadband Tools

Track & monitor your ADSL Broadband usage in My Account page, My Account is an online resource which allows you to view and manage your Broadband usage. This includes viewing your monthly data usage, setting a data reserve and allows you to compare previous month’s usage.

No Excess Usage Fees

Broadband Solutions does not charge excess usage fees for any of our ADSL or Mobile Broadband Plans, when your data limit is reached we shape your service until the start of your next billing cycle. If you wish to return to normal speeds you can purchase a data block.

Mobile Broadband Tools

Track & monitor your Mobile Broadband usage in My Account page, My Account is an online resource which allows you to view and manage your Broadband Solutions Mobile Broadband plan usage. This includes viewing your daily & monthly data usage, compare previous months usage.

VoIP Tools

Track & monitor your VoIP usage in My Account, My Account is an online resource which allows you to view all your Broadband Solutions VoIP usage including all your call details for set date ranges, your monthly access fees and any International call usage.

Support

Does this service include business hours support?

Yes this service comes with 24 * 7 support and access to Level 3 Noc 24 *7, 365 days a year based in Australia.

How do I know that my computer is infected?

Broadband Solutions receive notifications from ACMA’s AISI (Australian Internet Security Initiative) detailing any of our users that are likely to be infected; you can also check whether you are infected by visiting the Australian Government website www.dns-ok.gov.au

What can I do to remove this from my computer?

We recommend using a reputable Anti-Virus/Anti-Malware application with the most recent update to aid you in the removal of this malware.

For further information please contact the Technical Support team on 1300 683 000,

Virtual PABX

Does this service include business hours support?

Yes this service comes with 24 * 7 support and access to Level 3 Noc 24 *7, 365 days a year based in Australia.

Why Broadband Solutions Hosted PABX?

Hosted PABX will allow you to not only save on line rental and hardware but it will also give you the advantage of having access to your own PABX online from any where in the world via an GUI interface. You don’t need to pay big $$$ for ongoing maintenance and support contracts any longer.

Does this service come with a SLA?

Broadband Solutions Hosted PABX service comes with a 99.95% Service Level Agreement on uptime. So its is a true Business grade service and we have in place redundancy over two states to make sure we can provide 99.95 % uptime.

Does the Hosted PABX include Voice mail?

Yes it includes Voice mail to your Handset and also Voice mail to your email both at no additional charge.

So if you are not in the office and you miss a call, the Hosted PABX will email you the voice mail via a Wave file which you can listen to on your mobile device such as a mobile phone or a iPad.

Does the hosted PABX include music on hold?

Yes it includes music on hold at no additional charge.You can either have music on hold or a message professionally recorded about your business that your clients can listen to while on hold.

Does the hosted PABX include single number reach?

Yes single number reach is included at no additional charge. With the single number reach you will never miss another call. When some one calls your direct line you can have multiple phones at any location ring all at the same time, ie your desk phone, your mobile phone and your home phone as well as your phone in the other office in another country. Once you answer the phone all the other phones will stop ringing.

Does the Hosted PABX include call recording?

Yes call recording for outgoing and incoming calls are included at no additional charge. You can turn this feature on and off for each individual extension from your GUI interface.

Does the Hosted PABX allow you to transfer calls?

Yes this feature is included for free. You can transfer calls internally or externall between other employees or your offices around the globe for free.

Does the Hosted PABX allow you to have conference room facility?

Yes this feature is included for free. You can setup your own conference room via the user friendly GUI interface and invite people to dial in from any where in the globe to join in a conference call.

This is made secure by having to dial in a password and every time some one new joins in you are notified.

What is the lead time for installation?

The time frame for this installation is 10 business days.

Does the virtual PABX support Direct Inward Dialing (DID)?

Yes. Direct Indial numbers are regular ten digit PSTN phone numbers. These numbers are the numbers that your customers use to call you from external locations. These numbers are commonly referred to as DID numbers.
Each Virtual PABX is allocated with a group of Direct Indial numbers. How many you have depends on the Virtual PABX package that you have purchased.

What is the purpose of DIDs?

Each Direct Indial number can be configured to perform different tasks. For example if you have five Direct Indial numbers, it is possible to configure some of those numbers to be used as direct numbers for staff, some can be configured to be used for call conferencing rooms, and others can be used for IVRs, fax to email, etc.

Does a DID number support multiple concurrent inbound calls?

Yes. Direct Indial numbers support multiple concurrent inbound calls regardless of whether the number is already in use. The only concurrent call limit for DID numbers is defined by the line limit associated with your Virtual PABX package.

Can DIDs be scheduled to run at a particular time interval?

Yes. DID time/day schedules can be used to configure your DID numbers to perform different actions depending on what time or day the call is received (time / day conditions).
For example, a DID that is configured to run a day/time schedule could be configured to send inbound calls to an IVR called “businesshours” during the hours of 09:00 and 17:00 on weekdays, but send calls to a different IVR called “closed” during all other times or days.

Does the Virtual PABX support Ring Groups?

Yes. A ring group can be used to define a list of members (either SIP extension numbers, or PSTN phone numbers) that can then be used by other applications within the Virtual PABX to dial all of those numbers at once (in a ring-all type fashion, where the first person to answer receives the call).
Note: A ring group is useful when one person could be at two or more different locations, and they need to be able to answer their calls from any of those locations.

Does the Virtual PABX support Interactive Voice Response (IVR)?

Yes. An IVR is a PABX application that communicates with a caller through configurable voice driven menus. Callers can be played different announcements (using WAV audio files), and can optionally be presented with different menu options, where the IVR can be programmed to perform different actions depending on the callers menu response (via keypad DTMF input).

Does the Virtual PABX support Queues?

Yes. Queue can be used to ‘queue’ your inbound calls, playing hold music to the caller until someone is available to take the call. Each caller into the queue maintains there position in the queue, and the calls are delivered to “members” in the order in which they came into the queue.
A queue can also be configured to play sound file announcements periodically while the caller waits, and can also be configured to announce the position of the call in the queue to the caller periodically.

Does the Virtual PABX support Voicemail to Email?

Yes. You can also configure the Virtual PABX to email voicemail messages as WAV files to an email address.