FAQ's (Frequently Asked Questions)

To activate call features such as Voice Mail, Call Control or Caller ID, please call our Customer Service advising your full service telephone number, the call features you would like configured and your acceptance of the relevant charges. Please refer to the "Phone Features" section of our website for a list of phone features and the relevant charges.

There is no change in call quality if you switch to Prism Telecom. We use the same PSTN copper network that you have always used for your phone service.

There are no physical differences. Your monthly invoices will now come from Prism Telecom rather than your old provider and you will be able to take advantage of our competitive pricing. Any phone related queries you have are dealt with by Prism Telecom's Customer Service Team. Even when maintenance is required it will be carried out by the same technicians.

If you would like a second phone number connected to your premises then Prism Telecom can organize this for you at a fee. Please refer to the 'Phone' section of our website. If you wish to run your current number to a new socket in the house, it will have to be done by a third party electrician.

If you have an existing service with another provider, switching over to a Prism Telecom Home Phone service should normally take between 2-3 working days.

All our telephone plans INCLUDE line rental cost within the monthly plan fee.

Yes. If your service is bundled, both services will appear on the same invoice.

Depends entirely on the type of Plan selected, which can be either Contracted(12/24 months) or No Contract(0 months) term to suit customer requirments. If you have bundled your phone with another service, such as a broadband DSL connection, then both products can have thier individual terms(months) or be ona similar term(months). It is based on what product(s)/ service(s) you sign up for.

Yes. If you are renting a handset from Telstra and wish to keep it, we will charge you the same rental fee you are paying now. The only exception is if you sign up for ADSL2+. If you do not return this to Telstra, they will charge us $50 for the purchase of the handset, which we will on charge to you. You can choose to keep it or return the handset to Telstra for no charge at a Telstra store. A new handset can be purchased from an electronic store for about $30, should you require one.

  • If you are applying for an ADSL 1 service, you will need to inform us about an existing fax duet service on the line, otherwise it won't automatically transfer over. This also applies for other complex services such as Multiple Number, Line Hunt , ISDN etc.
  • If you are applying for an ADSL2 service, it is important that you cancel an existing fax duet or we will be unable to process the application. Once the service has been setup, we can re-order the fax duet service for you.

Not at all. We are happy to provide customers with a standalone telephone service if that is all they are looking for.

Yes. If Telstra is able to provide you with a phone service, then Prism Telecom is able to also.

It is generally good practice to notify your previous provider that you have changed over to Prism Telecom. While they will eventually notice you have switched, most providers require written notice that you have moved away from them in order to stop billing. Please contact your previous provider once the switch to Prism Telecom has been completed to avoid any further unnecessary charges from them.

When you choose to bundle your Home Phone with any of our Internet services you will receive a discount off your monthly broadband plan. For more information on the benefits of bundling, give the Prism Telecom sales team a call on: 1300 306 983.

If you have a noisy phone line, there are a few things you can do before calling technical support as these are things we will ask you to do anyway.

First thing to try is to remove ALL devices off the telephone line. This includes the following:

  • All Telephones
  • All Fax Machines
  • All ADSL Filters
  • ADSL Modem
  • Back-to-Base alarms
  • Foxtel Digital / Austar units
  • EFTPOS machines
  • External Ringers

Once all these devices are removed, please plug a standard corded telephone into the line and test to see if there is still a problem. If possible, also try a different handset. If there is still an issue, please contact our Customer Service Centre on 1300 306 983. We will walk you through any further troubleshooting required and investigate whether we need to lodge a fault with our providers for you. If not, please put each device one by one back onto the line to see which item is causing the problem. Please also check multiple sockets in the household, in case one particular wall point is causing your issue.

There are several things that could be causing your phone calls to drop out. While this could be linked to a line fault, it is likely that a problem exists with your equipment or internal wiring. We recommend the following troubleshooting is conducted before contacting us:

First thing to try is to remove all devices off the telephone line. This includes the following:

  • All Telephones
  • All Fax Machines
  • All ADSL Filters
  • ADSL Modem
  • Back-to-Base alarms
  • Foxtel Digital / Austar units
  • EFTPOS machines
  • External Ringers

Once all these devices are removed, please plug a standard corded telephone into the line and test to see if there is still a problem. If possible, also try a different handset. If there is still an issue, please give us a call (on 1300 306 983) and we will walk you through any further troubleshooting required and investigate whether we need to lodge a fault with our providers. If not, please place each device one by one back onto the line to see which item is causing the problem. Please also check multiple sockets in the household.

If you are experiencing a no dial tone issue, please try the following:

  • Remove all devices from the line (this includes all telephones, fax machines, back-to-base alarms, Foxtel digital, EFTPOS machines and external ringers. This also includes all ADSL filters and modems). Please then try a standard telephone handset and see if the problem has been resolved.
  • Please try all sockets in the premises after step one has been conducted.
  • Make note of what happens when to the telephone service when someone calls your phone number.
  • Try another (known working) handset. Same problem?
  • Please remove all devices off the line (so that there are bare sockets) and leave the connection this way for 45 minutes. Then plug a standard telephone handset back in to see if this has resolved the issue. If the above has been tried to no resolution, the next step is to lodge a fault. Please contact our Customer Service Centre on 1300 306 983.

If both your services aren't working, the best thing to do is to troubleshoot the phone problem first. Usually once your dial tone returns, your broadband service will return with it. Please try the following before contacting support:

Remove all devices from the line (this includes all telephones, fax machines, back-to-base alarms , Foxtel digital, EFTPOS machines and external ringers. This also includes all ADSL filters and modems). Please then try a standard telephone handset and see if the problem has been resolved.

  • Please try all sockets in the premises after step one has been conducted.
  • Make note of what happens to the telephone service when someone calls your phone number.
  • Try another (known working) handset. Same problem?
    Please remove all devices off the line (so that there are bare sockets) and leave the connection this way for 45 minutes. Then plug a standard telephone handset back in to see if this has resolved the issue. If all this doesn't resolve the issue please contact our Customer Service Centre on 1300 306 983.

If you are experiencing problems making or receiving calls, please try the following:

Remove all devices from the line (this includes all telephones, fax machines, back-to-base alarms , Foxtel digital, EFTPOS machines and external ringers. This also includes all ADSL filters and modems). Please then try a standard telephone handset and see if the problem has been resolved.

  • Please try all sockets in the premises after step one has been conducted.
  • Make note of what happens when to the telephone service when someone calls your phone number.
  • Try another (known working) handset. Same problem?
    Please remove all devices off the line (so that there are bare sockets) and leave the connection this way for 45 minutes. Then plug a standard telephone handset back in to see if this has resolved the issue. If all this doesn't resolve the issue please take note of any error or recorded messages and contact our Customer Service Centre on 1300 306 983.

If you would like to request for and added feature on your existing phone service, please call our Customer Service number with your name, account number and acceptance of any recurring charges this might generate.

If for some reason your number has changed, please dial the following numbers from your phone and record the result. Call 127 22 123

Please also note what happens when you call your original number, then phone us on 1300 306 983 so we can continue troubleshooting over the phone.

If you're simply moving from one company over to a Prism Telecom service then yes, you should be able to keep your number.

Generally speaking, if you're moving to another area code, you can't keep your number. If your new house is in the same area code as the old residence then there shouldn't be a problem.

If you have any questions or queries about your phone bill, please email: billing@email.prismtelecom.com.au or call : 1300 306 983.

CSG stands for Customer Service Guarantee. The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA). This standard can help to provide financial compensation to customers who are affected by delays in service connections and fault repairs. It also covers missed appointments. However, some exemptions apply.

Requesting a silent number typically only means that it will be an unlisted service. If you wish to block your number on outgoing calls you can email: billing@email.prismtelecom.com.au or call 1300 306 983 and request for it. If you are already paying for a silent (unlisted) number, there will be no additional charge. This will take 24 to 48hrs to take effect.

In most cases, the best and easiest solution is to change your phone number. We can perform this free of charge if its due to unwelcome calls, providing you add the 'silent number' service to your line as well.

If you don't wish to change your number we can request our wholesaler to try and perform a number trace. The outcome of this trace is not guaranteed to return a positive result, as this can only be successfully traced from another privately owned phone service i.e. If the caller is using a public phone, some mobile phone and some business services, we will have no results.

Number traces involve a complex logging procedure that requires an unwanted caller to phone you at least 3 times within a 48-120 hour period and for you to log each. Some traces require over 10 such calls within a 24 hour period, depending on the individual circumstances.

Once this logging is completed, our supplier simply sends a letter to the offender's provider, asking them to stop contacting you. This process can potentially take up to 3 months to resolve.

We recommend you sign up for the 'Do Not Call registry' by visiting: https://www.donotcall.gov.au/

By calling our Customer Service team on 1300 306 983. In the future you will be able to process the request via our customer portal when it is launched. Please log in using your administrative username and password and select your phone service to change plans. This change will take effect from the start of the following calendar month.

ADSL
1.5 MB Download / 256k Upload
8 MB Download / 256k Upload

ADSL2+
20 MB Download / 1 MB Upload

  • You can perform a speed test of your service by clicking here.
  • Your exact download and upload speeds will vary based on the condition of your phone line, distance from the exchange, your equipment, and what programs/software you use on your connection.
  • These are the Minimum speeds you should achieve before a speed related fault is raised to our Technical Support Team.

Bandwidth or Minimum Speeds before escalation
1.5MB/256k 110kbps
8MB/384k 110kbps
20MB/1MB (ADSL2+) 110kbps

Most customers will need to use a line filter. These are used so that you don't encounter interference coming from the modem over your handset. You will need a filter on each one of your telephone handsets connected to the number with ADSL on the line.

If you are not using a handset or other telephonic devices on your landline with ADSL, a filter in unnecessary.

A 'power cycle' means to simply turn your device off so that it's powered down, then turn it back on. Generally it is good practice to power cycle your device for about a minute.

An 'isolation test' involves connecting only a single device to your phone line at a particular time. For example, if you're experiencing an issue with no dial tone on your phone line, you would be asked to connect only a single handset to your landline socket. This would need to be without any filters, adapters, extension cables or other devices of any type. This includes disconnecting equipment from all other sockets in the premises using your ADSL line such as:

  • All Telephones
  • All Fax Machines
  • All ADSL Filters
  • ADSL Modem
  • Back-to-Base alarms
  • Foxtel Digital / Austar units
  • EFTPOS machines
  • External Ringers
  • While both methods will work fine, Ethernet (or LAN) is the recommended method of connecting a modem to your computers. There may also be some compatibility issues with using USB depending on the modem and/or the operating system of the computer
  • Make sure to connect using any one, if both options are available on your modem/router . Please contact us if you are experiencing problems with your supplied equipment

This may be due to a DNS issue, where your computer or modem is unable to convert the address you've typed, into an IP address to source your request from.
For most Windows computers:

  • Open Internet Explorer
  • Type "192.168.1.1" into the address bar and press enter
  • If prompted enter username as "Admin" and Password as "Admin"
  • On the Netcomm page click on "Advanced" icon on the top of the page
  • Click on "Internet" from the black menu on the left, Then click on "DNS Server". Select & use the Following Static DNS IP Address:
  • Primary DNS server: 202.154.123.97
  • Secondary DNS server: 125.168.254.14
  • Click Save/Apply
  • Select the "Quick Start" icon on the top left of the page
  • Click on Connect to Internet and enter supplied DSL Username and DSL Password
  • Click on "Connect", await ten seconds and test a webpage to see if you can browse.
  • If this doesn't resolve the problem, you can try turning off any internet security programs currently running on your computer such as Norton's, PC-Cillin, VET or Zone Alarm
  • Try a second browser such as Google Chrome to see if it has the same issue
  • If you continue to have issues after doing this please contact us for Technical support

Slow speeds can be caused by any one, of several, possibilities; please try the following:

  • Please use a speed test website such as www.speedtest.net
  • Try and isolate the modem by removing all telephony devices off the line (including all telephones, fax machines, ADSL filters, back to base alarms and Foxtel digital). Once this is done, please use a short telephone cable (less than two metres) and connect this from the ADSL modem into the first telephone jack in the house. Please then run the official speed test again.
  • If feasible, try using another modem and monitor the connection.
  • If you continue to have speed issues after trying these steps please contact our Technical Support team.

If your ADSL has stopped working, there are several things you can try before calling support:

  • Please check for noise on your phone service. If noise, crackling, buzzing is evident please let us know. If there is noise when using just a standard handset we should troubleshoot this first.
  • Disconnect the power to the modem, wait 1 Minute and reconnect. See if this improves the connection.
  • Check your system for viruses and spyware.
  • Check the telephone cable between the modem and the phone socket is less than 2m and that there are no double adapters or extension cables in use.
  • Disconnect all devices off the telephone line, including all telephones, fax machines, back to base alarms and Foxtel digital. Please also remove all ADSL filters off the line and connect a short cable (less than 2 metres) from the ADSL modem to the main wall socket in the house. See if that improves the connection.
  • If the above does not improve the connection, please try other sockets in the household.
  • If possible, please try another modem and see if that improves the connection.
  • If you continue to have issues after doing this please contact our Technical Support Team.

It is possible that the ADSL filter you're using could be faulty or that there is an unfiltered device on your line. It would be a good idea to isolate the ADSL service i.e. disconnecting all other telephony devices and then try calling your phone number. You should notice that the service doesn't drop out. If not, you could try another filter.

If the problem continues after this please contact our Technical Support Team.

  • This could be due to incorrect filtering.
  • Try isolating your phone handset i.e. disconnecting all other telephony devices and see whether noise is still evident. This could be caused by another device connected to your line
  • If the problem continues after this please contact our Technical Support Team.
  • Any internet activity will be utilizing your bandwidth, so it's important to factor this in when choosing an appropriate internet speed. The more computers on your internal network, the more speed you'll need. If you couple this with peer-to-peer sharing programs, VoIP or live content streaming, you may need a faster connection that you thought.
  • Bare in mind that if you are uploading a lot of data, this will in turn create a bottle neck for your downloads and you may notice speed variations

It is possible for an ADSL service to get slower over time, though this is generally attributed to a faulty line or customer equipment. Sometimes your telephone line can slowly degrade rather than disconnect completely. If you notice this occurring, it's best to power cycle your modem and monitor it for a while to see how it goes. If you find nothing changes or it continues to get slower please contact our Technical Support team.

  • Some programs can definitely affect speeds on your internet connection. Windows can be a major culprit as it downloads updates in the background without your knowledge and some of these can be quite large. Other programs like Antivirus and Firewalls can do automatic updates as well.
  • Peer-to-peer programs such as Livewire or μtorrent can constantly use bandwidth and if left sharing and unrestricted, can certainly cause speed issues.
  • It would be worth contacting support as we are able to see active connections that could be affecting your speed.

The support team can help you set up your wireless network if you bought a Wireless router from us.

If your wireless router is bought elsewhere we recommend you get in touch with the manufacturer of the router for help.

We are constantly seeing Foxtel digital and back-to-base alarm systems affect customers ADSL services. It is extremely important that these services are filtered just like a normal telephone handset would be. Additional filters can be purchased from us or from your local electronics store; however we recommend you contact your alarm or pay TV company for guidance first.

Anything that you do over the internet will count towards your data cap. This includes any browsing, email, music or video streaming as well as your normal downloading of files. Uploads are also counted on some plans (please check your plan details for further information).

  • If you're seeing this error there is a problem with how your computer is connecting to your modem. It's a good idea to check there is an Ethernet cable running between your computer and the modem. If it's connected properly you should see a green 1, 2, 3 or 4 light on the modem indicating this . If you don't see a light on, try power cycling your modem and trying another cable.
  • Also try testing on another computer to see if connection is possible . You could also try reinstalling the drivers of your Ethernet card if problems persist.
  • Windows is telling you that it can't understand or talk to the modem. This can be due either to a faulty modem or a problem on the computer itself. Try power cycling your modem and rebooting your computer to see if this fixes the problem.
  • It may also be a good idea (for windows users) to check their network connections and try and repair their connection. This can be done by clicking on Start -> Control Panel -> Network Connections -> Right-click on Local Area Connection -> Status tab -> Repair.
  • If you're able to, try another computer as this can sometimes be caused by a problem with the computers network device or network configuration
  • If you continue to receive this error, your modem/router could be faulty. We may suggest that you factory reset the modem and re-enter your username and password.
  • When a change is made to a phone service that also has ADSL on it, the programming (AKA. codes) can be lost and needs to be reactivated. If this is due to something simple like a Change of Lessee or phone provider, we can usually amend this within 3-5 business days upon notification.
  • If the phone service was disconnected rather than having a change made to it (regardless of whether this was caused or requested by you), the order to reactivate the ADSL service will incur a charge. This charge comes directly from Telstra and is not something we are able to waive. Please contact us for relevant charges and to reactivate the service.

A RIM (large pair gain system) means that the copper connection is not continuous - and unfortunately this means we generally won't be able to provision the service. We can, on occasion, find an alternate path to your premises which will allow the provisioning of an ADSL service; however this does increase the amount of time it takes to setup the service and still doesn't guarantee that the service will work at all.

Most ISPs in Australia use standard settings, so chances are if your modem/router worked on your old providers' service, it can work with us. The only change that is needed is to replace your old username and password with one that we assign to your service. This information is pre-configured into your modem that we shipped to you. It is also provided on the welcome slip included with the modem, should your modem be hard reset and you need to be re-enter these details.

If you need help configuring your modem please contact our support team

Eftel Pty. Ltd. ABN: 47 073 238 178 - trading as Prism Telecom