Troubleshooting
As with any new services, you may encounter some questions or problems in the setting up of your device.
Our Trouble-shooting Matrix will give you a hand to solve the main issues you may encounter: Follow Mini's instructions and your service will be running smoothly in no-time!
Poor Call Quality
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No Dial Tone, Inability to make calls |
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Inability to receive calls
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No valid Internet connection
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If problem persists, please browse our Frequently Asked Questions (FAQ).
If you continue on your bumpy ride, please log a Technical support request via the Support Centre and we'll get back to you as soon as possible!
And if you still have questions, please do not hesitate to call our Customer Care Centre on 1300 725 913 or 09123792 (Free call from your WebSecure Service) Mon to Fri from 9.00am to 4.30pm. When you call, please make sure you're next to your computer with your broadband Internet connected in order for our staff to assist straight away!
Frequently Asked Questions
Q. How long does local number porting take to port to WebSecure?
This can normally take around 4-6 weeks for porting PSTN numbers, and 1-2 weeks
for 1300 and 1800 numbers ported to WebSecure. This may vary depending on
provider.
Q. When will I be charged the Number Porting Fee?
There is a once only charge, after the number porting has been successfully
completed.
The cost of number porting is as follows:
• Up to 5 numbers on the same bill will cost $270.00
• If you have 2 separate numbers on 2 bills, have to fill out two porting
applications and will be charged for each one (i.e. $540.00 total for two
porting applications).
Q. If I have an ADSL Service on the number I am porting, what will happen?
We will not port a number that has an ADSL service associated with it, unless the
customer does not mind that the current Internet service will be disconnected once
the porting is complete.
Q. What is the cost for a number to be ported to WebSecure?
The cost of number porting is as follows:
• Up to 5 numbers on the same bill will cost $270.00
• If you have 2 separate numbers on 2 bills, you have to fill out two porting
applications and will be charged for each one (i.e. $540.00 total for two
porting applications).
Q. Can I port a 1300 or 1800 Number to WebSecure?
Yes you can port a 1300 /1800 number to our systems. The cost to port these
numbers is $270 per number.
Q. How much does it cost to port a 1300 or 1800 Number to WebSecure?
The cost to port 1300 or 1800 numbers is $270 per number.
Q. What else do I need to provide with the Porting Form?
You will need to submit a copy of your current phone bill (front page plus summary of
services page) with the Porting Application form. This must include service
summaries for each of the services on that bill. Additionally, you must provide site
addresses for each service to be ported. Application Form on Request.
Q. Will I be notified when the porting has been completed?
Yes, you will be contacted by our client service representative to arrange the time for
us to switch the ported number.
Q. If porting is unsuccessful, will I be still be charged for the number porting?
No, you will not be charged for any unsuccessful porting.
Q. Can I port at a later date when I am ready (since porting can take between 4-
6 weeks)?
We would suggest submitting the order as soon as possible for porting. Once the
application has been processed, then we can finalise for the actual port to occur
whenever you are ready to cut-over to our system.
Q. Can I port a number on a residential service?
Number porting is only available to Business customers, who are on a Power Saver
Pro or above plan.
Q. Can I port my Engin / PennyTel Number?
At present are unable to port any numbers from these Service Providers to
our system. However, we can assign you a new number.
Q. How can I be sure that I port my number from my current Service Provider?
It would be best to contact your current service provider, and ask them whether they
have a Porting Agreement in place.
If you have further questions, not covered in this FAQ sheet, please contact
our friendly Business Sales Team on 1300 725 913.
Support Request
Before ringing, try our Troubleshooting and FAQ pages to solve your VoIP problem.
1. Submit Support Request Online
If you have a less urgent issue, submit an online support request and our specialists will reply to you as soon as possible.
2. Email
Send our Support Team an email directly support@websecure.net.au
3. Phone
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