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Broadband & Home Phone Frequently Asked Questions

Broadband

What is the nbn™?

  • The nbn™ is Australia’s new landline phone and internet network. nbn™ is being built on behalf of the Federal Government to provide Australians with access to all the benefits of fast and reliable internet services, wherever they live. MyRepublic uses nbn™ infrastructure combined with our purpose built network for National Broadband Networks to deliver you SuperFast Unlimited Internet.
  • The nbn™ network is designed to replace or upgrade Australia’s existing copper network, which is no longer sufficient to support our growing demand for faster and more reliable internet connections. It will be delivered via nbn™ FTTP (Fibre to the Premises), FTTB (Fibre to the Building), FTTN (Fibre to the Node) & FW (Fixed Wireless) and HFC (Hybrid Fibre Coaxial).

When is the nbn™ coming to my area

  • You can find out if you are currently serviceable in an nbn™ area by entering your address here. If you can’t get nbn™ currently, you may be eligible for an nbn™ ready ADSL2+ service.

What nbn™ speeds are available through MyRepublic?

  • We provide you with the maximum speed available at your address at the time of connection this is up to 100/40Mbps.

 How do I know what nbn™ speed I am on?

  • During your service qualification check on our website, we will let you know what the maximum nbn™ speed is available at your address at the time of connection. This can be up to 50/20Mbps or up to 100/40Mbps. nbn™ does not support 100/40Mbps speed on the Fixed Wireless technology.

What type of ADSL connection do I get through MyRepublic?

  • The MyRepublic’s ADSL service is a residential Naked DSL service that allows you to experience the benefits of ADSL2+ speeds without the cost of line rental. You can also take an optional Home Phone service with your Broadband connection.

What can affect my ADSL Broadband speed?

  • MyRepublic uses the Optus ADSL2+ network. ADSL services provides a maximum download speed of 20Mbps download and 1Mbps upload. Actual speeds will vary due to several factors such as:
  • The distance from the exchange
  • The quality of the telecommunications infrastructure
  • How many devices are connected at the same time
  • Congestion at the exchange
  • Downloading large files such as updating software or backing up content will affect the speed.

Below is a theoretical estimate of your speed based on the distance from the exchange.

These factors are outside of the MyRepublic network and not within our control:

·       Distance ·       Maximum Theoretical Estimated

·       Download Line Speed

·       1kms ·       Up to 20 Mbps
·       2kms ·       Up to 15 Mbps
·       3kms ·       Up to 10 Mbps
·       4kms ·       Up to 5 Mbps
·       5kms ·       Up to 3 Mbps

Home Phone

What type of Home Phone service do I get?

  • MyRepublic Home Phone service is a limited “Voice over Internet Protocol” or “VoIP” phone service that allows you to make and receive calls using a broadband connection. The voice service is optional and there is a limit of one MyRepublic Voice service per household.

What equipment do I need to use to access my Home Phone service?

  • The Wi-Fi Hub+ modem has a built in Analogue Telephone Adaptor. This means you simply need a compatible analogue telephone handset or a handset that is “Voice over Internet Protocol” or “VoIP” compatible to plug into the first green telephone port of your Wi-Fi Hub+.

What Home Phone features are available on my service?

  • There are quite a few features automatically available and add more to customise your service. The following features are automatically available on your Home Phone service:
  • Call Forward
  • Call Waiting
  • 3-Way Calling
  • Caller ID Blocking
  • Speed Dial
  • Additional Features that can be added to your service at your request for a low monthly cost:
  • Voicemail
  • Private Number
  • Calling Number Display

Can I change my Home Phone plan?

  • Yes, you can request to change your plan by contacting Customer Service. Your plan change will take effect from your next billing period.

Can I transfer my Home Phone number to MyRepublic?

  • Yes, you can transfer your number across to MyRepublic.

Can I get a new Home Phone service from MyRepublic?

  • Yes, we can set up a new Home Phone service for you at your address. We will advise you of your phone number via email. MyRepublic allocates a number from number range of your closest capital city (which will be “out of area number” if you are not located in that city).  If you have an out of area number, calls to and from that number will be charged as if you are in the standard zone unit (calling area) for the number, and you may not be able to port the number to another provider.

Will my phone number be listed in the White Pages and other directories?

  • When you take a MyRepublic Home Phone service, your name and address will be listed in the white pages. If you request a Private Number (silent line) with MyRepublic we will not list your number however the information with White Pages and other directory services may take some time to update their records.

What happens to my Home Phone service if I disconnect my Broadband service?

  • If you disconnect your Broadband service, this will also terminate your Home Phone service with MyRepublic.

What happens to my Home Phone if I move address?

  • You can take your MyRepublic Home phone number with you if you are moving within the same state. If you move to another state or territory we will provide you with a new number.

How do I order a MyRepublic Home Phone service?

  • During your sign-up journey, you can request to take a MyRepublic Home Phone service. If you did not take this option at sign-up you can contact Customer Service to have a Home Phone service activated. We can either transfer your existing Phone Number or allocate you a brand-new number from number range of your closest capital city (which will be “out of area number” if you are not located in that city).  If you have an out of area number, calls to and from that number will be charged as if you are in the standard zone unit (calling area) for the number, and you may not be able to port the number to another provider.

Can I call 1223 Directory Assistance and 1225 International Directory Assistance from my Home Phone service?

  • Yes, you can access 1223 and 1225 Directory Assistance services.  The following charges apply:
  • 1223 Australian Directory Assistance: 50c per call plus $1.30 Call Connection Fee.
    1225 International Directory Assistance: $1.65c per call plus $1.30 Call Connection Fee.

Home Phone Features

Can I add a Voicemail service on my Home Phone service?

  • Yes, please contact Customer Service and we will help you add Voicemail to your Home Phone service.
  • To activate voicemail this can take up to 1 business day.
  • Once your Voicemail service is activated we will notify you via email with information on how to use the feature.
  • To access your Voicemail service dial 2000 from your MyRepublic Home Phone service and follow the prompts to set up your Voicemail message (greetings).
  • Calls to 2000 are included in your Home Phone plan at $0.00.
  • *Please do not use Call Forwarding if you wish to forward your calls to Voicemail.

Can I have a Private Number (silent line) on my Home Phone service?

  • Yes, please contact Customer Service and we will help you add Private Number to your Home Phone service. This feature masks your telephone number as private.
  • To activate Private Number this can take up to 1 business day. We will notify you of your feature activation via email.

Can I make 3-Way calls on my Home Phone service?

  • Yes, 3-Way Calling is automatically available on your Home Phone service.
    Follow the steps below to make a 3-Way Call.
    1. Dial the first number you want to participate in the 3-Way Call.
    2. When the first participate answers the call, place the call on hold by pressing the  ‘hold’, ‘flash’ or ‘recall’ button on your telephone handset.
    3. Dial the second number you want to participate in the 3-Way Call.
    4. When the second participate answers the call, press the  ‘hold’, ‘flash’ or ‘recall’ button to join the calls.
  • Standard Call Rates apply for each forwarded call depending on your Home Phone plan call pricing.
  • If you are having problems making 3-Way Call please consult your telephone user guide for further assistance on how to make a call.

Can I use Call Forwarding on my Home Phone service?

  • Yes, Call Forwarding is automatically available on your Home Phone service.Follow the steps below to forward your calls to an alternative number:
  • To set up your Call Forwarding Immediate: Lift up your telephone handset and dial *72* followed by the phone number you want your calls forwarded to e.g. *72*0299990000. You will hear a recorded announcement that your Call Forwarding has been activated.
  • To disable your Call Forwarding Immediate: Lift up your telephone handset and dial #72. You will hear a recorded announcement that your Call Forwarding has been disabled.
  • Standard Call Rates apply for each forwarded call depending on your Home Phone plan pricing.
  • *Please do not use Call Forwarding if you have Voicemail.

Can I see the number of incoming calls on my Home Phone service?

  • Yes, to see the number of incoming calls you will need to add Calling Number Display on your Home Phone service.
  • Contact Customer Service to add this feature to your service.
  • To activate Calling Number Display this can take up to 1 business day once the feature has been activated the telephone number of incoming calls will be displayed on the screen of your compatible telephone.

Can I block the display of my phone number for specific calls only?

  • Yes, Caller ID Blocking is automatically available on your Home Phone service this feature allows you to block the display of your phone number on specific calls by using Caller ID Blocking.
  • Follow the steps below to block the display of your phone number:
    1. Lift up the telephone handset and wait for a dial tone.
    2. Press * (star) 31 * (star) followed by the number you want to call. For example: *31*0299992222.
    3. Your number will appear as private or blocked for this call only.
  • Standard Call Rates apply for each call depending on your Home Phone plan pricing.

Do I have Call Waiting?

  • Yes, Caller Waiting is automatically available on your Home Phone service. A discreet tone alerts you that there is another call waiting.
  • To answer a call that is waiting, simply press the ‘hold’ key on your telephone to place the existing call on hold and answer the incoming call.
  • If you are having problems using Call Waiting please consult your telephone user guide for further assistance on how to use call waiting.

Can I use Speed Dial?

  • Yes, Speed dial is automatically available on your Home Phone service. This feature allows you to configure specific telephone numbers that is dialed automatically with a push of a single button on your telephone handset.
  • Follow the steps below to set up speed dial:
    1. Lift up the telephone handset and wait for a dial tone.
    2. Dial * (star) 50 * (star) enter the speed dial slot this can be 1 to 431000 followed by the telephone number. For example: If you want to store your mobile number as speed dial 1: *50*1 followed by your mobile number.
    3. Your number will appear as private or blocked for this call only.
  • Standard Call Rates apply for each call depending on your Home Phone plan pricing.

How do I know when my Home Phone feature is activated?

  • We will send you an email to let you know the feature is activated on your service including information on how to use the feature. Features can take up to 1 business day to activate on your service.

Can I request to remove a Home Phone Feature I don’t want?

  • Yes, at MyRepublic we provide a suite of Home Phone features with or without a monthly cost. If you would like to remove any features currently available on your service please contact Customer Service for assistance.

When do I get charged for my Home Phone feature?

  • We charge you monthly in advance for your Home Phone Feature(s). If you have activated a home phone feature mid-month you will be charged in full for your mid-month and a month in advance. We do not pro-rate charges.

Will my existing Home Phone features transfer across to MyRepublic?

  • There are quiet a few features automatically available on your service and features that can be added upon request. Contact Customer Service so we can help customise your Home Phone service.

Home Phone Features Troubleshooting

Voicemail Troubleshooting Quick Tips:

  • Lift your telephone handset and wait for a dial tone, dial 2000 to access voicemail.
  • If you are unable to access 2000 but have a dial tone on your service, please contact Customer Service for assistance.
  • Call yourself on your Home Phone number and don’t answer the call. See if your call diverts to your voicemail service.
  • Turn off any Call Forwarding rules you may have set up on your home Phone service. Calll Forwarding rules will override your Voicemail settings. For example: If you have set Call Forwarding Immediate – this will divert your call to the number of your choice rather than providing your caller the option to leave a message on your voicemail service.

Private Number Troubleshooting Quick Tips:

  • Lift your telephone handset and wait for a dial tone, call your mobile phone to see if your number appears as private.
  • If your telephone number is not displaying as Private, please contact Customer Service for further assistance.

Calling Number Display Troubleshooting Quick Tips:

  • If you are receiving incoming calls, but the telephone number is not displaying on your phone make sure you have a Calling Number Display compatible handset that works over the Internet.
  • If you have another CND compatible phone, try plugging this in to determine if it’s a telephone handset issue. This is known as an Isolation Test.
  • If Calling Number Display is still not working please contact Customer Service for further assistance.

Calling ID Blocking Troubleshooting Quick Tips:

  • Lift your telephone handset and wait for a dial tone, on your dial pad press *31* followed by your mobile number. You should be able to see that your number appears as private.
  • If Calling ID Blocking is still not working please contact Customer Service for further assistance.

Call Waiting Troubleshooting Quick Tips:

  • Make a call to a number you have access to. Answer the call.
  • Take a spare phone or mobile and call yourself on your Home Phone number.
  • You should hear a light beeping tone to notify you that you are calling in.
  • It is important to make sure you don’t have Call Forwarding immediate set up on your home phone service as this will divert the call immediately to the number you have selected.