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FAQs

General
  • Pennytel Service - Basics
  • How do I get assistance if I have a problem?
  • Do you have different calling rates depending on the time of day?
  • What countries can I call and what are the rates?
  • How long do you keep user call history records?
  • Broadband Phone Service
  • What is a broadband phone?
  • What do I need to use the broadband phone service?
  • What is a broadband internet connection?
  • Why do I need a broadband internet connection?
  • Why use a broadband phone?
  • What features exist?
  • What is the PSTN?
  • Can I call other people that do not have a Broadband Phone?
  • Is the sound quality the same as my old analogue phone?
  • How do I make calls with my PennyTel Broadband phone?
  • Are the calls made with PennyTel Broadband Phones secure?
  • What phones are available to use with the PennyTel Broadband phone service?
  • Can I use my old analogue phone with a PennyTel Broadband phone?
  • What broadband phone plans are available?
  • What is a PennyTel IP Phone Number?
  • What is a Shared Access Number?
  • What is a Traditional Phone Number?
  • Can I still surf the internet while using my broadband phone?
  • What happens if my internet goes down? Will my phone work?
  • Do I have to have my computer switched on to us my PennyTel Broadband phone?
  • I thought all broadband internet phone (VoIP) calls are meant to be free?
  • Can I replace all my old phones with Broadband Phones?
  • What is a failover or PSTN backup?
  • How can I view my call records?
  • Is there any test number I can call to test the service?
  • When I verify my home number for CLI feature it asks for 9 digits?
  • Why am I having problems registering my device/softphone to PennyTel?
  • Can I use my cordless phone with my ATA?
  • Do you support STUN or T.38 protocols?
  • Payment & Billing
  • What payment methods do you accept?
  • Do I need a Credit Card to use PennyTel?
  • How am I billed?
  • How can I check my balance?
  • Are there any hidden costs?
  • How does the credit card verification process work?
  • I am already verified before this Wallet feature, why do I need to create a wallet?
  • Is there a way to speed up the verification process?
  • The verification amount showing is in a foreign currency, how do I verify?
  • Could I be asked to fax my credit information?
  • Why was my credit card declined?
  • How do you charge the Monthly Subscription Fee?
  • Why am I still being charged the monthly fee if I don't have Auto Recharge setup?
  • What are the delivery charges if I purchase an ATA or IP Phone?
  • Why am I being charged for my 80 free calls?
  • I have just received a new credit card with only a different expiry date, why did my auto-recharge stop working?
  • I have paid using BPAY, why doesn't it show up on my Statements?
  • Where do I download my Monthly Invoices?
  • What is the charges for UK Translation Service Number?
  • PennyTel Features
  • How Do I add a new Traditional Number?
  • Can I have Multiple Traditional Numbers on one account?
  • How will I pay for the additional traditional numbers?
  • Will I have to pay the yearly fee for the Traditional Number I have attained prior to 23rd July 2008.
  • Can I make calls using my new Traditional Number?
  • How do I enable Multiple Calls?
  • How do I verify my numbers to use as Outgoing CLI?
  • How can I use the outgoing CLI Feature?
  • How do I send Worldwide SMS?
  • Can I send unicode SMS?
  • What is Web/ANI Callback and how does it work?
  • How to use the ANI Callback Follow On Feature?
  • When I call the ANI callback number, it says 'Network Busy' and doesn't call me back?
  • What is Call Forwarding?
  • How can I use Voicemail?
  • What are the features in the Live Address Book?
  • What is a Dial Plan?
  • How do I set up a Dial Plan?
  • How do I re-provision a PennyTel Linksys ATA with PennyTel's Provisioning Server after a Factory reset?
  • SPA 3102 Promo - $68.88 with $50 call credit
  • How much do I need to pay?
  • Is it unlocked?
  • What is an ATA?
  • Is there a contract?
  • What happens if I breach the conditions of the contract?
  • Do I need to keep my PC running to make and receive calls?
  • How Do I Unlock a Device?
  • Device Activation
  • What is Pennytel Activation?
  • What does it cost?
  • Where can I find the Serial Number and MAC?
  • How do I configure my device for use with my Pennytel network?
  • How do I configure my device for use with my Pennytel network?
  • I purchased a device including call credits, where are my call credits?
  • Can I Activate my device with a different account to the one I used to purchase it?
  • Penny Transfer
  • What is Penny Transfer?
  • Would the Free Minutes or Calls Increase depending on the Amount transferred?
  • What's Free talk time and additional talk time?
  • Is it possible to use any other type of currency? E.g. EUR to AUD, USD to EUR etc. (other than AUD as the denomination)
  • I have made a transfer, why am I still being charged for my Free minutes or Calls?
  • Which bank is PennyTel using?
  • What is the maximum amount per transfer?
  • How does the recipient access the money, when their bank account (if they have one) is in the local currency?
  • Does the recipient have to have an account with a particular bank?
  • Do I need call credits in my PennyTel Account to use the Free Calls or Minutes received during the Transfer?
  • When do the Free Calls or Minutes Expire?
  • How will the Free Calls or Minutes be tracked and credited?
  • What are the fees and charges associated with the credit card transfer?
  • How long will the transfer take?
  • What payment methods can I use to send money through Penny Transfer?
  • What happens if the transfer is not successful?
  • How will the sender be notified on the status of the transfer?
  • What happens if the recipient's local currency is not on the list?
  • How long does it take to setup Direct Debit?
  • What is the Verification Process to set-up Direct Debit?
  • Can I use a Foreign Currency or Bank account to setup Direct Debit Facilities?
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