Step 1 – Check your connection

  • Is the modem plugged in, turned on & receiving power?
  • Are all the connections tight and secure?
  • Are all the cords and cables connected to the correct port or outlet?

 

Step 2 – Restart, reboot & verify

  • Restart (power cycle) the modem.Press the on/off button or unplug your modem’s power cord to turn off your modem for at least 20 seconds. Wait 2 minutes for the modem to finish its restart. Note: Keep in mind your modem runs 24/7. An occasional break gives it an opportunity to clear out the old information and reduce any built up heat.
  • Restart (reboot) your computer or devicePower OFF and retart your computer (or device). To give your computer a chance to clear out its cache and reconnect settings, wait at least 2 minutes before trying to access the Internet.
  • Verify the modem lights are correct.When your modem is functioning properly, its lights should look like this:
    • Power light: Green (solid)
    • DSL light: Green (solid)
    • Internet (INT or WWW) light: Green (flashing)
    • Ethernet light: Green (flashing) – if you are connected via an ethernet cable
    • Wireless (WLAN) light: Green (flashing) – if you are connected via wireless

Step 3 – Don’t panic!

  • After trying these steps and your connection still isn’t working, our local support staff will happily take your call on 1300 301 337.

Our website is still currently under construction and soon you will have the convenience of doing this online. Until then to manage or set up your direct debit please give us a call on 1300 301 337 or download our Direct Debit Application form here and send it to accounts@interphone.com.au

To test your internet speed, please visit SpeedTest.net – here.

Our website is currently under construction, in future you will be able to manage your plan & account settings online. Until then please call us on 1300 301 337 to change your plan.

If your internet is connected and your email isn’t working, please call us on 1300 301 337 and we can troubleshoot the issue for you.

Questions in relation to an amount on your bill or general question can be resolved by calling Interphone on 1300 301 337. Alternatively you can email us at support@interphone.com.au

As part of your application for Interphone services you will have provided as part of the application a direct debit authority. This occurs usually between the 17th and 20th day of each month (14 days from the invoice issue date).

As part of the agreement with these services all payment methods must be made via direct debit only. If you wish to change the direct debit details for an account or update a credit card please call us on 1300 301 337. Please do not email account numbers or credit card details to us.

If your bill is not correct or you disagree with the charges on the invoice please call on 1300 301 337 or email us at support@interphone.com.au immediately. We will immediately lodge a dispute on the invoice to address customer concerns over amounts or charges that you have concerns about. Invoices that have an unresolved dispute against them cannot be direct debited by our automated process. Once the dispute is resolved to the your satisfaction the dispute will be lifted and the owing balance amended or otherwise be direct debited.

If you are not happy with the dispute resolution provided by our staff you are entitled to escalate your issue to the next level of dispute resolution. If this is the case you should contact an executive staff member of Interphone in writing.

Should your phone become faulty we ask that you contact us on 1300 301 337 by phone (Using your mobile or neighbour’s service). We may ask you to perform a simple dial tone test with a spare handset if you have one. For issues that are not immediately solvable we may bring in a support provider to provide you with onsite assistance or to rectify a physical fault with customer or network equipment. This is done by appointment with the contractor liaising directly with you the customer on our behalf. Most issues that require onsite attendance are usually resolved by next business day depending on the severity of the fault.

Interphone has a publically available fair use policy on our website available here: http://www.interphone.com.au/fair-use-policy/ Normal telephone and internet usage should never breach our Fair Use Policy even on unrestricted voice and data plans. These services are intended as strictly residential services and as such should not be used to support the running of a business or be used to carry out illegal or fraudulent activities. The service may not be used in a manner that is detrimental to the collective use of these services by the retirement village as a whole.

Your usage and call data is all centrally managed by our proprietary billing platform to which you will in due course receive a username and password to log into. Once in the portal you will be able to view your call usage and data usage as it accrues throughout the month. Please note that there is a delay in call and usage data reaching the customer portal of several hours.

Update: Monday 16th September 2019

Interphone is changing the cost for calls to the following International Destinations and Call Types as of Monday 23rd September 2019.

International Destination Action New Voice Call Rates p/m^
Fixed Line Mobile
American Samoa Increase $0.43 $0.43
Angola Mobile Increase no change $0.36
Ascension Increase $3.22 n/a
Austria Increase $0.23 no change
Bahamas Increase $0.28 no change
Belgium Increase $0.11 $0.93
Bulgaria Increase $0.10 $0.61
Cayman Islands Increase $0.29 no change
Cook Islands Increase $3.43 no change
Cyprus Increase $0.07 $0.22
Czech Republic Mobile Increase no change $0.15
Finland Increase $0.79 $0.79
Hungary Increase $0.11 no change
Iran Increase $0.30 $0.36
Jamaica Increase $0.51 no change
Jordan Increase $0.31 $0.40
Lao People’s Democratic Republic Increase $0.17 no change
Liechtenstein Mobile Increase no change $1.48
Lithuania Increase $0.35 no change
Luxembourg Increase $0.39 $0.39
Macau Mobile Increase no change $0.21
Martinique Mobile Increase no change $0.17
Netherlands Increase $0.35 $0.20
New Zealand Mobile Reduce no change $0.11
New Caledonia Mobile Increase no change $0.64
Norfolk Island Increase $2.72 $2.72
Papua New Guinea Mobile Increase no change $3.58
Poland Mobile Increase no change $0.21
Portugal Mobile Increase no change $0.24
Russian Federation Increase no change $0.36
Samoa Increase $1.98 no change
South Africa Increase $0.24 $0.25
Zimbabwe Increase $1.00 no change

^ All quoted prices are GST Inclusive and GST Rounding applies. Calls charge in 60 second blocks.

For a full list of call costs to International Destinations, please download the updated International Call Rates here

If you wish to view our Service Level Agreement;

 

If you wish to view our Standard Form of Agreement;

If you wish to view our Fair Use Policy;

To view our  Terms & Conditions;

  • Please go our Documents page here

Want the ease & convenience of a Direct Debit to pay your monthly account?

Please download our Direct Debit Application form here and email it to;

We will contact you via phone to verify the provided information and let you know when the Direct Debit has been setup.

To see our Direct Debit Terms & Conditions;

 

 

How to report or complain about spam

How can I report or complain about spam messages I’ve received?

 

There are several options you have, depending on where the email’s come from, and whether you’d like to report or complain about it.

If the email doesn’t contain offensive, fraudulent, pornographic or gambling content, and doesn’t breach your privacy, and the email originates within Australia or refers to an Australian product or service:

  • You might want to contact the sender directly and ask that you be removed from their mailing list. We recommend calling them because replying to suspected spam can sometimes generate more.
  • You can report spam manually to the ACMA by completing an online spam submission form.
If the email originates outside of Australia or where the origin is unknown, unfortunately not much can be done aside from reporting the spam or forwarding the email (including header information) to:
If the email does contain offensive, fraudulent or gambling content, or breaches your privacy and:

It contains offensive content

  • If the email contains content you think might be prohibited, like pornography or pictures of violence, you might be able to register it as an internet content complaint through ACMA.

If it endorses prohibited gambling

  • If you’ve received spam that promotes a gambling site that sounds suspicious, it may be prohibited under the Interactive Gambling Act 2001. You can lodge a complaint about prohibited gambling advertising or sites through ACMA.

If it sounds like a scam or asks for your personal details

For more information about reporting and complaining about spam, visit ACMA’s spam reporting, complaints and enquiries site.
Alternatively you can email support@interphone.com.au

Updated: 16th September 2019 – Added new blocked country: Nigeria

Due to the rise of fraud and scams perpetrated via telephone calls from overseas destinations, Interphone blocks calls from within Australia to these high risk countries.

This means you will not be able to call the following Blocked International Call Destinations;

  • Afghanistan
  • Albania
  • Algeria
  • Antarctica
  • Antigua and Barbuda
  • Bahrain
  • Bangladesh
  • Barbados
  • Belarus
  • Belize
  • Benin
  • Bhutan
  • Bolivia
  • Botswana
  • British Indian Ocean Territory
  • British Virgin Islands
  • Burkina Faso
  • Burundi
  • Cameroon
  • Cape Verde
  • Central African Republic
  • Chad
  • Comoros
  • Costa Rica
  • Cuba
  • Curacao
  • Democratic Republic of the Congo
  • Djibouti
  • Dominica
  • Dominican Republic
  • Ecuador
  • El Salvador
  • Equatorial Guinea
  • Eritrea
  • Estonia
  • Ethiopia
  • Falkland Islands
  • Faroe Islands
  • French Polynesia
  • Gabon
  • Gambia
  • Georgia
  • Ghana
  • Gibraltar
  • Grenada
  • Guam
  • Guatemala
  • Guinea-Bissau
  • Guyana
  • Haiti
  • Honduras
  • Ivory Coast
  • Kazakhstan
  • Kenya
  • Kiribati
  • Kosovo
  • Kyrgyzstan
  • Lebanon
  • Lesotho
  • Liberia
  • Libya
  • Madagascar
  • Malawi
  • Maldives
  • Mali
  • Malta
  • Marshall Islands
  • Mauritania
  • Mauritius
  • Mayotte
  • Micronesia
  • Moldova
  • Monaco
  • Montenegro
  • Montserrat
  • Morocco
  • Mozambique
  • Namibia
  • Nauru
  • Nepal
  • Nicaragua
  • Niger
  • Nigeria
  • Niue
  • North Korea
  • Northern Mariana Islands
  • Oman
  • Palau
  • Palestine
  • Panama
  • Paraguay
  • Peru
  • Pitcairn
  • Republic of the Congo
  • Reunion
  • Romania
  • Rwanda
  • Saint Barthelemy
  • Saint Helena
  • Saint Kitts and Nevis
  • Saint Lucia
  • Saint Martin
  • Saint Pierre and Miquelon
  • Saint Vincent and the Grenadines
  • San Marino
  • Sao Tome and Principe
  • Senegal
  • Seychelles
  • Sierra Leone
  • Sint Maarten
  • Slovakia
  • Slovenia
  • Solomon Islands
  • Somalia
  • South Sudan
  • Sudan
  • Suriname
  • Svalbard and Jan Mayen
  • Swaziland
  • Syria
  • Tajikistan
  • Tanzania
  • Togo
  • Tonga
  • Trinidad and Tobago
  • Tunisia
  • Turkmenistan
  • Turks and Caicos Islands
  • Tuvalu
  • Uganda
  • Uzbekistan
  • Vanuatu
  • Wallis and Futuna
  • Western Sahara
  • Yemen
  • Zambia

For a copy of the full list of Blocked International Call Destinations please download the list here