FaktorTel is one of Australia's leading broadband phone companies, allowing customers to make significantly reduced cost phone calls using their broadband internet instead of their regular telephone line.

To use the FaktorTel Service all you need is a broadband internet connection.

This depends on what type of broadband connection you have. ADSL broadband requires a telephone line to connect through so you will therefore need to keep your existing phone line, cable broadband does not require a phone line so you will not need your existing service. You will also not require your existing service if you have Naked ADSL, which is available through some broadband suppliers.

No you can call anyone from your FaktorTel service. You can make mobile, local, national and international calls from FaktorTel just like a standard telephone service. The added bonus is that FaktorTel to FaktorTel calls are free, so if you sign your friends and family up to FaktorTel you can make free calls between each other no matter where you are in Australia.

FaktorTel works the same way as your regular telephone service. Simply pick up the receiver, listen for a dial tone and then dial the required numbers.

If you are dialling interstate you will need to dial the area code (e.g. 02 for Sydney). To dial internationally you dial 0011 in front of the number then the country code and then the phone number. (E.g. 001164xxxxxxxxxx for New Zealand)

Any normal telephone can be used. This includes both corded and cordless telephones.

No, your computer can be switched off, however you will need to leave your modem or router on to make and receive calls. The FaktorTel Voice Box takes care of the rest, making your broadband phone as easy to use as your regular phone.

FaktorTel recommends that you have a minimum speed of 512/128k

FaktorTel does not yet offer Local Number Portability, however you will be allocated a new incoming number with your service.

You may also choose to use the FaktorTel Advanced Voice Box which allows you to keep your existing phone number for incoming calls, by connecting your existing phone line to it.

FaktorTel provides all available information to emergency call center operators as described on your signup form.

As a FaktorTel customer it is important to understnad that you must notify us if you change your address, that way if you make an emergency services call your correct address will be identified.

If you have a FaktorTel 1 way service (no incoming number) FaktorTel will attempt to send through your last known home phone number as your emergency services details.

If using FaktorTel VOIP we also recommend that when calling emergency services you make sure to confirm your address with the operator where possible.

Yes, if you have a local number from FaktorTel your details will be posted into the White Pages.

All FaktorTel products have a 12 month warranty unless otherwise specified.

To use the FaktorTel service you will require:

• a broadband internet connection. (E.g. Wireless, Cable or ADSL)
• a router or switch. (Check with your ISP to make sure you have one)
• a FaktorTel VOIP Box.

A router or switch will allow you to make and receive calls at the same time as surfing the internet.

No, unfortunately you require a broadband internet connection to use the FaktorTel service.

A large majority of standard broadband setups will work with FaktorTel, however if you are unsure please ring 1300-731-625 to talk with one of our service consultants.

VoIP stands for Voice over Internet Protocol, and is the new way to make and receive phone calls. VoIP sends your voice over the internet rather then through the standard telephone network therefore allowing for significantly reduced call rates.

Broadband is a general term for different types of high-speed internet including ADSL, Cable and Wireless. Broadband can carry voice, video and data all at the same time.

WWW stands for the World Wide Web, this is all of the web pages on the internet.

The FaktorTel VOIP Box is a device that converts your normal phone signal into a digital signal so that it can be sent over your broadband internet connection as opposed to the old telephone system.

Simply plug in your regular telephone handset into one side of the VOIP Box and plug your broadband internet connection into the other side of the VOIP Box and your voice is instantly sent over the FaktorTel network through your broadband connection.

No, FaktorTel customers make and receive calls as they normally would using their existing telephone handset. Skype relies on a software phone meaning that you must talk through your computer, using a headset or USB style phone.

FaktorTel is an Australian owned and operated telecommunications network. Skype uses other people's computers and bandwidth to send calls that other people make, with Skype your voice could go anywhere before getting to the requested destination.

Yes, you can use your computer at the same time as making a phone call (or calls) on the FaktorTel Service.

Yes, you can, simply make sure to choose "No Device" with any of our plans.

No, FaktorTel's VOIP Box requires power for continued operation.

You can still use FaktorTel but you will need to purchase an ethernet router to connect the FaktorTel VOIP Box to. For further information on this please call customer support on 1300-731-625

The FaktorTel VOIP Box has been set to work with the FaktorTel service only. If you find the service unacceptable or no longer wish to use FaktorTel you can have the device unlocked by one of our technical staff for a small fee.

FaktorTel has several different packages, most of these with a startup cost of approximately $29.95 which includes a free VOIP Box.

FaktorTel also offer a full 30-day money back guarantee, so if you're not happy with the service you can return the product and cancel your service for a full refund of the purchase price and the month's service fee. All you will be charges for are the calls made within that period.

No, the only costs associated with FaktorTel are your monthly service fee and call costs. Calls made with FaktorTel are classified as uploads and downloads so you will need to check these charges with you ISP.

FaktorTel are able to significantly reduce the cost of calls by sending your call over the Internet and eliminating the long distance journey. At some point your call must go back to the public switched telephone network (PSTN) hence the need for a small charge.

Yes, every FaktorTel service is on a Monthly contract so you can cancel at the end of any month, please note that if you are on an "Instant Rebate" with a free device you may be charged the cost of the device if you cancel before the free term ends.

We send an e-mail invoice on your billing date each month. Your bill is automatically charged to the credit card you provided when you signed up with FaktorTel. If you need a paper copy you can print out the e-mail invoice. FaktorTel is also able to accept Visa Debit cards and Mastercard Debit cards issued by banks such as ANZ, Westpac, St George, National Australia Bank and other institutions.

We currently accept the following payment methods:

1) Credit Card

2) Visa Debit Card

3) Mastercard Debit Card

4) American Express

If your credit card cannot be processed for any reason you will be notified by email.

No, FaktorTel does not charge for incoming calls on your service.

No, we do not charge a connection fee for any calls made from our service. Timed calls are billing in per minute increments.

No, FaktorTel does not offer contracted packages, however if you have received a device under the "Instant Rebate" scheme you may be charged the cost of the device if you cancel your account within the nominated rebate time period. Please check each special offers details for more information on "Instant Rebates".

Yes, you can view all of your recent call history online through our customer portal. Simply login using the "My Account" link at the top of any page.

Yes, some FaktorTel products offer multiple phone lines, our basic packages offer 1 phone line with other packages offering upto 60 simultaneous phone lines. Please visit our products page for more information on each package and how many lines are available.

You may change your plan once every billing cycle. The change will take effect immediately. To do this please call us on 1300-731-625

FaktorTel is a national telecommunications company and can provide service to any individual or business around Australia, no matter where you are you will be able to make calls out of your FaktorTel service.

For incoming numbers please cheack our inbound coverage areas to see if we can provide on in your area. (FaktorTel provides numbers in over 600 exchanges Australia wide)

Yes, if you move into an area which is supported by our inbound number coverage you can be issued a number instantly.

Yes, FaktorTel is able to offer "City Center" numbers (called DID's) to customers outside of our supported local exchanges. To order a DID please contact us on 1300-731-625

Yes, FaktorTel products are easy to install. Your FaktorTel VOIP Box comes pre-configured with all the settings you need and simply needs to be plugged into your modem / router.

Once ordered, we will courier your FaktorTel VOIP Box to your nominated address.

Not a problem, simply call us on 1300-731-625 and a consultant will go through the process of retrieving your details for you.