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

Through the User Portal: Support Center > Support > New Request
By Phone: +61282826203 or +61386835801
By Email: support@pennytel.com
Through the Website: Click on 'Live Assistance Online' to chat with a Customer Service representative
 
The preferred way to contact Support for existing customers is through the User Portal.

No.
 

With the PennyTel, you can call to anywhere in the world. The rates for each destination for the Broadband Phone service on a Free Access Plan can be found here. Broadband Phone service on Freedom Plan enjoy further benefits like free 80 calls and 8c untimed rate to specified countries.
 

We keep history records of your calls for the last 2 calendar 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VoIP and broadband phones are the way of the future, just as most analogue mobile phones are being superseded by digital so too will the Analogue Land Line.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.
 

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 or the Echo service at 888123456. 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.

PennyTel do not restrict T.38 fax over our network and sending faxes within Australia general should work.However, for international destination, we cannot guarantee the success rate as the result is dependent on the receivers service provider with the respective country and PennyTel do not have any control over their set conditions.

PennyTel doesn't support STUN at the moment.

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

If you are based in Australia, you can also pay using BPAY. Your BPAY details is shown in your Account Profile in the User Portal.

We don't encourage bank to bank transfers and we may charge you an Administration fee if you do so.  

Calls among PennyTel users are FREE. If you need to call to a regular home or mobile phone or if you want to upgrade to one of our plans to maximise your savings, you will need a Credit Card. If you are based in Australia and you have access to a BPAY facility, you don't need a credit card to operate your PennyTel account. You can use BPAY to recharge your account. You can also upgrade to any of our plans and charge it against your account's balance. Please take note that some features and promotions requires specific Auto Recharge settings. For these cases, you will need a credit card.

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.
 

As of 1 July 2008, we have started using a new Payment Gateway and in order to make payments or change plans, you will be required to maintain a Wallet for your PennyTel Account. Wallet information will be stored at our Payment Gateway. All transactions within your PennyTel Account will use the information you supplied within your Wallet. Upon successful creation of the wallet you will no longer see the "Create Wallet" option but only the "Update Wallet" option. This option can be found on the left menu on the home page on your PennyTel Login.

The Credit Cards will then need to be verified; when a credit card is added to the Wallet, a random amount between AUD 1 and 5 cents will be charged to the credit card. This should be reflected in a short while. Once you retrieve this amount, you can verify your credit card online. This amount will be refunded/ reversed within 3-5 business days. This new implementation is expected to speed up the verification process for our customers.

Yes, you will need to create a wallet but your credit card will not need to go through the verification process as it was already verified. You should be able to transact with PennyTel immediately.

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 verification amount in a currency other than Australian Dollars, you will need to contact your bank and ask them to provide you with the original amount 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 Freedom Call Plan, your 80 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 Wallet, you will not be asked to verify again.

BPAY payment takes 3-5 days to process. If a BPAY payment isn't reflected on your statement after 5 working days, please contact Pennytel Support. Also, if you have upgraded within 3-5 working days after you made a BPAY payment, it may take longer for us to process as we have to find your new account number.

To download a copy of your monthly invoices:
1. Log into the PennyTel Web Portal at https://www.pennytel.com/login.jsp.
2. Click on the Statement Tab
3. On the left menu, click on the Invoices option.

Please be advised that you will be charged $1 per minute for calling any number that falls in the category of UK Translation service and starts with the Country Code 448.

Once you have attained a PennyTel Account, you will need to log into the Web Portal. On the Home Page, you will see the option "Add a Traditional Number" Please click this option and follow the wizard.

Yes you can have multiple traditional numbers for different locations on one account.

You will be charged AU$15/3yrs(minimum) for each number. This amount will be deducted from the verified credit card in the Wallet.

No the fee will not be applicable to any traditional Numbers obtained before 23rd July 2008.

Traditional Numbers issued on 23 July and onwards are not separate accounts. Therefore, customers will use their primary PennyTel account to call out and receive calls. Calls to their traditional numbers will connect to their primary account. Traditional Numbers cannot be used as a separate PennyTel account that can be used independently from the primary PennyTel account.

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.

Once you have verified your number in My Numbers list under Profile. Please click on Call Features and select the number which you like to set up as outgoing CLI under .Show My Caller ID..

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'.

We do not support unicode SMS at the moment.

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.

All you have to do is press the "*" key twice (**) while on an active call to make another call without hanging up.

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.

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.

In order re-provision the Linksys ATA sold by PennyTel with PennyTel's Provisioning Server settings you can visit the website http://[ipaddress]/admin/resync?https://provisioning.pennytel.com/basic in your web browser, where [ipaddress] is the IP Address of your ATA.
Note: If you don't know the IP address to use, Dial ****110# and your ATA will read it out.

You will need to pay AU$68.88 + Shipping Charges. AU$50 will be credited to your PennyTel account on delivery of your order. Hardware price excludes GST/VAT. GST/VAT will be included (when applicable) once you enter your Shipping Details.

No, the VoIP device (ATA) is locked to the PennyTel network for 6 months. You can request to have it unlocked for AU$50.00 before the 6-month period is finished.

ATA stands for Analogue Telephone Adapter. It connects to one of your router's LAN ports and any ordinary phone. You don't need to keep your computer running to make and receive calls (but it may vary with different Internet Service Providers [ISPs]). You will make and receive calls using the ordinary phone connected to your ATA.

This promotion requires you to have a minimum balance of AU$20 in your account at all times for the period of the contract. Your Auto Recharge will be setup to keep the minimum of AU$20 in your account. You will not be allowed to remove this Auto Recharge setting and you must keep your Credit Card details updated.

Your credit card will be automatically charged AU$50.00.

No, but certain ISPs require you to have your PC running to keep your Internet connection. Please check with your ISP.

In order to unlock your device, you have to click the "My Orders" option found under the Support Centre Tab.On this page you will need to select the device you would like to be unlocked and then click on the "Unlock" button. Once you have confirmed the request, if applicable, a unlocking fee will be deducted from the nominated credit card on your account. Upon the success of the transaction, the password for your device will automatically be displayed under the "Account Details" option found in the Profile Tab.

Pennytel Activation is a simple 3 step process which will prepare your device for use with your Pennytel Account. All you need is the Serial Number and MAC of device, and your account details if you wish to use your existing account.

Pennytel Activation is completely free.

The Serial Number and MAC can be found on the underside of your device.

You don't have to! The Pennytel Activation process will automatically configure your device with the account you specify during activation.

Your device will automatically unlock during the activation process.

Your call credits will be automatically applied to the account you specify during activation.

Yes, you can Activate your device using any Pennytel Account. It's your choice.

PennyTel Transfer is a simple, safe and a fast way to send and receive money worldwide. It allows PennyTel Customers to easily transfer funds, locally or internationally, using the funds available through their PennyTel Account with a small fee of $8 per transaction. In return the customer can take advantage of the attractive exchange rates and Free calls based on their existing PennyTel Plans to the recipient country.

Prior to transferring the funds, customers have the flexibility to attain an estimate of the cost of transfer through the website (under Penny Transfer > Transfer Rate). To transfer, the customer must login to their PennyTel Account and either click on the "Penny Transfer" button on the Home Page or select the option through the "Services" tab. It is here that you will have the facilities of conducting your transfer, Managing your beneficiaries, or even set-up direct debit.

The Free minutes and calls are fixed for respective destinations no matter how much is transferred. The idea here was simply to pass on the fixed saving we obtain from Bank to our Users and allow them to benefit and take advantage of the cost savings.

As the added benefit of this service, you are offered Free talk time every time you transfer funds through PennyTel. If you receive the standard 219 minutes of Free talk Time to China on top of that, for a limited time, you get an extra 365 minutes to call China for Free.

Please note that these Free Minutes are only valid for one month

Currently we only have the facility to transfer funds from AUD to the currency of the destination. If you are transferring Funds to New Zealand from Australia, you will have the option of selecting the destination currency as NZD or USD. However, the Origination currency will always be Australian Dollar (AUD).We allow USD to be another default currency in the destination list as it’s generally accepted throughout the world.

As per PennyTel's current billing scheme, you will initially be charged for your Free minutes or calls, though these charged amounts will be refunded on the expiry date of your Free calls or Minutes. Generally this will be one month after they have been allocated.

This is a similar principle if the customer is either on the Freedom, Crazy Talk, or Talk Till you drop plan. You will still continue to get the free calls that you are entitled to whilst using these plans and on top of that, will also get the free calls or minutes to the recipient destination attained by using Penny Transfer.

A subsidiary organisation of Westpac Bank Australia

There is no set maximum amount but it is subject to Australian Regulations. The minimum amount is $100.

This service is to simply and quickly transfer funds into existing bank accounts of individuals. It is not oriented towards specific banks or organisations. When using Penny Transfer, PennyTel Customers will be required to log into their PennyTel accounts and under the Penny Transfer feature will be required to set up beneficiaries. It is here that you will be required to setup the Bank account details of the recipient and specify the bank name, account number etc. After this you will have to select the recipient and then are able to transfer to their Account. This will enable the recipient to access the fund as normal from their nominated Bank Account. Direct Debits can also be set-up in similar manner.

This service is not oriented towards specific banks. So the transfer will work equally well no matter which bank the transfer has been made to.

Yes, you do need to have Call credits on your respective PennyTel Account to utilise the Free calls or Minutes.

You will be credited with the Free calls or minutes, one month after the date of your respective transfer. You will have 30 days to use up the Free calls or minutes associated with the specific transfer, after which the remaining amount will be forfeited.

You will initially need to have call credits in your PennyTel Account that will be charged at the applicable rate to your PennyTel Plan. At the end of the Expiry period of your Free Calls or Minutes received from your transfer, your PennyTel account will be credited with the refund amount accordingly. All the Free Calls or Minutes can be tracked using the counter available on your PennyTel Web Portal.

Credit card transactions will incur an additional processing fee of 2.5% of the transferred amount

PennyTel transfers funds to the nominated account almost immediately. However, the final remittance of the transferred fund maybe dependent on the recipient's bank and can take up to 72 working hours to be successfully completed.

Currently, you can only use your verified credit card on your PennyTel account or set-up the Direct Debit facility.

The transfer amount ONLY will be refunded to the sender.

Penny Transfer has an options page that lists all the transaction and its status. Additionally you will also be emailed once the transaction has been successfully completed.

If a local currency is not available for the destination of transfer then you will always have USD as the default currency.

The setup before verification will take approximately 48 working hours.

Upon completion of your direct debit account details, a verification process will be conducted for security reason. During this process a random amount between AU$1 and AU$5 will be automatically deducted from your the nominated account. You will then be required to enter the deducted amount as the verification code as the final step of successfully setting up the direct debit account. Please note that the random amount deducted will be credited to your PennyTel account for your utilisation once the direct debit set up has been successfully completed.

You can only setup the direct debit facility using an Australia bank account using Australian Currency.