PennyTel's PennyCard service offers a rechargeable, prepaid account through which you can place low rate international, long distance and mobile phone-to-phone calls. Upon opening an account with PennyTel you will receive an email containing your PIN number. The PIN number is used for placing international calls using our access number. You can easily recharge your account online with any amount.

PennyTel also offers Broadband phone services. More details about these services are available through our website www.pennytel.com
 

There are various ways in which you can contact our Support Team:

By Phone: 1300 0 PENNY (within Australia)
By Email: support@pennytel.com
Through the User Portal: Support Center > Support > New Request Through the Website: Click on ‘Live Assistance Online’ to chat with a Customer Service representative
 

No.
 

With the PennyTel, you can call to anywhere in the world. The rates for each destination for PennyCard can be found here. The rates for each destination for the Broadband Phone service on a Free Access Plan can be found here. Broadband Phone service on an Untimed Plan enjoy further benefits like free 65 calls and 8c untimed rate to specified countries.
 

Here are the dialing instructions for placing a call:

1. Purchase a PennyCard calling card.
2. Dial the access number 1300309741.
3. At the prompt enter the PIN you have received after registration;
4. After confirmation from the system dial the number you wish to call followed by the  (#) button.
5. After you complete the call, you may dial the pound button twice (##) to start a new call.

Please, use the following dialing format:

For international: 0011 + international number + area number + phone number
 

We keep history records of your calls for the last 3 months.
 

A broadband phone works just like your traditional analogue phone, only better.

Using VoIP (Voice over Internet Protocol) technology, broadband phones allow us to provide better rates and other value added services.

VoIP and broadband phones are the way of the future, just as most analogue mobile phones are being superseded by digital so too will the Analogue Land Line.
 

All you need is a Broadband Internet connection, then you can visit our online shop, choosing a plan and phone to suite your needs.
 

Broadband is high-speed Internet access such as through a Cable or DSL modem. As a general rule, if you're getting speeds of 90 Kbps or better, you probably have a broadband connection.
 

High-speed Broadband services are better suited to transferring live voice conversations.
 

The main advantage of using a Broadband phone is the savings, with PennyTel you can save 90% and more. Calls between any PennyTel Users are free no matter where in the world they are.

With a PennyTel Broadband phone you will also have many more features.
 

Features such as:
- Do Not Disturb
- Automatic Diversion
- Call all phones
- And Many More
 

PSTN (Public Switched Telephone Network) also know as the POTS (Plain Old Telephone System), they are the old analogue phones, you are most probably using the PSTN now at home or work.
 

Yes, with your PennyTel Broadband Phone you can call any phone in the world, broadband phone or not.
 

Yes if not better. The only factor that can affect the quality of your calls is the quality of your internet connection.
 

You make calls just as you would normally, just pick up the phone and dial!
 

Yes.
 

You can use a softphone, an IP Phone or an ATA which allows you to use your old analogue phone. You can view these at our website www.pennytel.com. Please note that while any device supporting the SIP standard will work with our service, our technical support staff can only support devices listed on our website.
 

Yes our ATA (analogue telephone adapters) allow you to use your old phones with our Broadband phone services. It is a simple as plugiging your old phone into the adapter.
 

We have a range of plans available to suit all calling habits, FREE ACCESS PLANS and also UNLIMITED PLANS. Some offering PennyTel IP Phones numbers, shared access numbers and Traditional phone numbers in the city of your choice.
 

This is a number that only PennyTel customers are able to call, if you want to enable people to contact you from a non PennyTel broadband phone you will require a Traditional Phone Number.
 

The access numbers are numbers in your country that allow people to call your PennyTel Broadband phone from a number any phone in the world. When someone rings any of the access numbers they will be prompted to enter your PennyTel account number.
 

A traditional phone number is a phone number that is attached to your PennyTel Broadband Phone Account. When someone rings this number the call will go directly to your broadband phone, without having to dial the shared access number. Anyone in the world can call your Traditional Phone Number just like your existing PSTN number.
 

Yes.
 

Usually not, unless you have one of our products with PSTN failover or back up included.
 

If you are using a Softphone then your computer will have to be on, however if you are are using an IP phone or an ATA your computer may not be needed.
 

Calls to any PennyTel users are FREE, however PennyTel has to pay other phone companies to make calls to other phones. Since almost everyone still uses a PSTN landline or mobile to receive calls PennyTel has to pay for all these calls. PennyTel is constantly negotiating for the lowest rates for all our customers.
 

Yes, see our website www.pennytel.com for more details. We have a variety of plans and prices to suit your needs.
 

PSTN (Public Switched Telephone Network) failover lines are used as backup connections in the event your internet connection goes down. These are optional ports on ATA devices or IP phones that connect directly to the analog PSTN lines coming from the telephone company. This setup requires having both regular analog telephone lines and a Pennytel Broadband Phone account.
 

Your account is prepaid via credit card - simply click the 'Recharge' link in the upper right of this screen. You will need your Credit Card and Username handy while completing the form.
 

To check your call records, log into this website using the 'User Login' area at the upper right of this screen. Your Username and Password are provided in an email during the sign-up process. If you have forgotten your Username or Password please click here.  

Yes, from your PennyTel phone you can call the test number at 775. Alternatively, you can go to your Pennytel login, click on Support Center > Diagnostics, and you will be able to have your device called by clicking on ‘Call Me’.

When verifying your number to use for outgoing CLI, you will be asked to enter the 9 digit code but only be provided with 6, in this case you can just enter the 6 digit code you received followed by the # key.

There are numerous factors causing your device not to register to the network. If you are experiencing registration issues check the following: 1. That your password is incorrect. You will need to use the original VoIP password we provided you in the email you received from us when you first signed up. This password does not change. 2. You have entered in your account number incorrectly. You will need to copy the exact PennyTel number as it appears in the email we sent you when you first signed up. 3. You are behind a firewall. In this case you will need to have UDP ports 5060-5061 and 16384-16482 (default RTP ports for Linksys devices) open and forwarded to be able to register and use the service.

Yes you can, you will just need to set the preferred codec to G726a.

No.

Pennytel accepts credit cards when recharging your account - Visa, Mastercard, American Express and Bankcard are all accepted.
 

You pay only for the minutes you talk. Call charges calculated in per second increments.

You can check our call rates here. There are no hidden monthly, installation, activation or connection fees for the use of the FREE ACCESS plans. You will pay for what you use.

Billing is prepaid. Once you signup for an account, you can recharge and check your balance online. You will need to verify your credit card before you can recharge. To verify, login and go to the Profile page.
 

To check your balance, log into this website using the 'User Login' area at the upper right of this screen. Your Username and Password are provided in an email during the sign-up process. If you have forgotten your Username or Password please click here.  

No. You pay for the time you talk. There are no monthly, installation, or activation fees, unless you have signed up to a monthly plan, where the costs are defined on our website and at the time of activation.
 

No. We need you to go through the verification process.
 

When you first register your card on your Pennytel account, we will deposit two small amounts onto your credit card. Once these two amounts show up on your statement you will need to enter these on the ‘Verify My Card’ page, found under the Profile tab. Once you enter the two correct amounts you will then be able to make payments to your account and then start making calls. The time in which the two amounts appear is dependent on your bank and can sometimes take up to 3-5 working days or more depending on your card issuer. This diagram summarizes the process.

Yes, if you are located in Australia and are able to provide us with your Australian ISP email we will be able to email you the two amounts. Or you may signup using your Australian ISP email.

If you received the two verification amounts in a currency other than Australian Dollars, you will need to contact your bank and ask them to provide you with the two original amounts at the time of transaction.

No. We need you to go through the verification process.

There are several reasons why your credit card might be declined by our system. The most common reasons are:

1. Incorrect expiration date - check to make sure you have the correct expiration date;
2. Incorrect credit card number - make sure that you are entering the correct 16-digit credit card number along with the CVV2 security code;
3. Incorrect billing address - make sure the billing address you enter matches the address where your monthly credit card statements are mailed each month;
4. Insufficient Funds - make sure the amount you are trying to purchase does not exceed your credit card limit;
5. Credit card reported missing or stolen. Credit card fraud;
6. We prosecute credit card fraud to the full extent of the law.

If you are unsure why your credit card was declined by our system, please contact your issuing bank for further information.
 

If you have more than $10 in account credits on your account, this fee will be taking from your account balance, otherwise it will be charged to your credit card.

Monthly subscription fees are charged to the user's credit card regardless if auto-payment is set or not, unless your account balance is more than $10.

The delivery charges is estimated at AUD$15 + 10% GST within Australia. The checkout process will inform you of the actual cost of delivery. Once you have ordered your device you should receive it within 2 business days (if within Australia).

On the Untimed Call Plan, your 65 free calls will be deducted at the time of the call, though you will be refunded the total amount at the end of your monthly billing cycle. Your monthly billing cycle begins on the first day of usage. *Please note that for some countries the mobile and special numbers may not be included.

You will need to update your details in your Profile, you will not be asked to verify again but you will need to make one manual payment before you can setup auto-recharge with your new card details.

To enable multiple calls you will need to click on Profile, and then click on Call Features where you can click ‘Enable’. You will need to have your auto-recharge setup to have this feature.

You will first need to Add your number to the My Numbers list under Profile. Once you have added the number you wish to verify, click on Verify Now next to the number and you will receive a call immediately to the number to be verified. At the prompt enter the 6 or 9 digit code as shown followed by the # key.

When using the SMS feature you must use the full international format for the mobile you are sending it to. You can also choose to send to your contacts simply by clicking the check box next to their name under 'My Contacts'.

The Web Callback allows you to establish calls online by entering the two numbers you wish to establish the call between. You can also schedule a web callback to call at a certain date and time. You will be charged for both legs of the call. ANI Callback can be used if you do not have access to the internet, where you can call the access number in which it will be a busy tone, and call you back immediately. You will not be charged for the call to the access number. Once you are called back you will be prompted to enter the number you wish to connect through to, or if set up, you can access your speed dial.

If its "Network Busy", we are not receiving your call at all so we have no way of calling you back. If it is "Number Busy" or "Busy", that’s the message we return if we receive your call. So if you get a "Network Congestion" or "Network Busy" (this message may differ from phone to phone), just try again until you receive a "Number Busy" or "Busy".

Using the Call Forwarding feature allows you to forward calls made to your PennyTel number to any number you specify. You can set your forwarding to be active either “Always” or when you are unavailable. You can also choose to have it forward to more than one number at a time, having them ring simultaneously, in order or randomly. This way you will never miss a call made to your PennyTel number. You will be charged the PennyTel rate for which the call is forwarded to.

People who wish to call your number when you are not available can also choose to leave voice mail on your PennyTel number. Once it has been setup, you will be able to retrieve messages either through your PennyTel phone by dialling 778, or have it forwarded to your email address where the message will be available to download as an audio file. You can also choose to be notified via email of new Voice Mail messages.

With PennyTel Fax to Email service you are able to receive faxes straight from your email inbox without the need for a fax machine. Faxes can easily be sent as per normal where your PennyTel Fax number is dialled and the fax is sent through, you will then receive the fax as a downloadable PDF document in your inbox.

The Live Address Book allows you to easily manage your relationship with your contacts. Your contact’s details, calls and SMS’ are all viewable in one screen. With Calls, you can view the date and time in which the call was initiated as well as the call duration. The SMS tab allows you to view the history of SMS sent to each contact as well as the message text sent. Through the Live Address Book you are also able to send SMS’ directly to the contact in which you are viewing.

This feature allows PennyTel customers to set up dial plans based on a specified regional location. Once it has been set up, you will dial numbers in a familiar way. For example, local numbers can be called using 8 digits only instead of specifying area code. International numbers can be called using the international dialing prefix you are familiar with. For example, 0011 in Australia or 00 in Malaysia.

Changing your dial plan is easy. Log in to PennyTel account > Profile > Call Features > select your preferred region. A brief description of the dial plan will be shown for your reference.