IMPORTANT PLEASE READ CAREFULLY
Do you have a 1300 number or 1800 number fault?
The majority of 1300 number and 1800 number faults reported usually are caused by our customers' fixed landlines, VoIP (IP telephony), mobile phones and or there configurations.
FYI Telco technicians are ready to investigate and resolve all 1300 number and 1800 number faults genuinely associated to the 1300 number or 1800 number service.
However, if you decide to report a 1300 number or a 1800 number fault that is:
1. determined by our network technicians to be unrelated to your 1300 number or 1800 number.
2. caused by another provider's service and or network, you may incur fees charged to you at $90 per 30 minutes; for the time taken for our network technicians to investigate and identify the fault.
Things you need to check prior to logging a fault with FYI Telco:
Your answerpoint phone number/s?
Check your answerpoints - Call the answerpoint/s to see if the fault is on that number.
1300 numbers and 1800 numbers mirror the service in which calls are directed too.
This means that your 1300 number or 1800 number will usually have the same behaviour as your landline or mobile.
If your landline or mobile is disconnected this will reflect through to your inbound service.
VOIP answerpoint
Check your VOIP answerpoint - Call your VOIP answerpoint/s to see if the fault is on that number.
1300 numbers and 1800 numbers mirror the service in which calls are directed to.
This means that your 1300 number or 1800 number will usually have the same behaviour as your VOIP landline.
If your Voip Landline is crackly, or echoing then 1300 number or 1800 number will be echoing or crackling.
If your Voip hardware equipment, software are not compatible then your 1300 number or 1800 number may not work.
If your VOIP landline internet has sparatic behaviour (lose connection) the your 1300 number or 1800 number will drop out or may not connect.
Please Note: FYI Telco will not accept responsibility for faults between 1300 numbers or 1800 numbers and VOIP Services.
Complex Routing - Routing calls to muliple answerpoints
FYI Telco encourages our customers to set there 1300 numbers or 1800 numbers up with overflow (if busy or unanswered after 10-15 seconds)
However, this may pose some technical problems.
Check your answerpoints - Call the 1st, 2nd or 3rd answerpoint/s to see if the fault is on that number.
Error: Customers receive an engaged signal or network error Recorded voice message.
Action: Test the first answerpoint number to see if the fault is on that number.
Error: The number rings for 10-15 seconds and then callers receive an engaged signal or network error recorded voice message.
Action: Call the second answerpoint number directly to see if the fault is on that number.
Error: The first answerpoint rings for 10-15 seconds and then the second answerpoint rings for 10-15 seconds. Then the caller receives network error recorded voice message.
Action: You are not answering the call quickly enough on the second answerpoint number. You may like to set up a messgebank or home messages 101 on the second answerpoint.
Error: Your answering machine or home messages 101 answers the 1300 number or 1800 number call before you can answer.
Action: There is a problem with the timing of when your answering machine or messagebank answers the call.
You can either
(a) deactivate your answering machine/messagebank/ home messages 101
(b) extend the timing of your answering machine/messagebank/ home messages 101
Error: The first answerpoint is your mobile, It rings and before it redirects to the second answerpoint the call is answer by your mobile messagebank.
Action:
(a) deactivate your mobile messagebank
(b) extend the timing of your mobile messagebank
Error: Your second answerpoint is a mobile and the calls always seem to go to mobile messagebank.
Action: It can sometimes take approx 5-10 seconds for the network to find your mobile and start ringing, giving you only 5-10 seconds to answer.
You can either
(a) deactivate your mobile messagebank
(b) extend the timing of your mobile messagebank
If you believe you have exhausted all the above possibilities and would like to log an official fault notification with our FYI technicians please complete the fault notification form below.
Please Note: Fault Notices received after hours will be scheduled for the next business day.
If you decide to report a 1300 number or a 1800 number fault that is:
1. determined by our network technicians to be unrelated to your 1300 number or 1800 number.
2. caused by another provider's service and or network, you may incur fees charged to you at $90 per 30 minutes; for the time taken for our network technicians to investigate and identify the fault.
Regards,
Management,
FYI Telco (Aust) Pty Ltd.
