Support & FAQ

Frequently Asked Questions

Have a question? Find some popular answers below. If you still have questions, please contact us for assistance

We can usually supply services to most urban and rural areas that have broadband coverage.

To check that service is available in your area, please click here

Yes. No matter where you are in New Zealand, Callnet can provide you with a VOIP connection. Just make sure you have a broadband internet connection first.

The best place to start is to Call 0508 000747

We will communicate these to you prior to your order. To find out more, Call 0508 000747

Installation varies from customer to customer and from product to product – so it really depends upon what services you will be ordering.

Please see this page for detailed information.

If you lose your internet connection you can setup your phones to automatically redirect to another number (e.g. your mobile) so you will not lose any incoming calls.

The Callnet service requires power to work – your broadband modem and PC will not function without it.

However you can use the Remote Access services if you have no power at your current location.

Most monitored alarm services will not work on a VoIP line unless you have special hardware and an alarm monitoring company setup to do this.

AlarmNZ are one of the few providers in NZ who are setup and can monitor alarms via a broadband internet connection

Or you can simply retain a single analogue phone line for use with your alarm system.

If you would like to upgrade or downgrade your plan, please contact us so that we can best assist you.

Cancellation terms should have been provided to you. If they have not yet been provided or you’d like to know more, please contact us

You can login to the client billing portal at any time to check your billing.

Click here to visit the billing portal.

No, all pricing is exclusive of GST at the prevailing rate (currently 15%).

Callnet offers a large number of features on VoIP.

Please click here to view them

A voice feature user guide is available. Click here for user guides

You can login to your client management portal to set up and modify a wide range of features.

Click here to login

We can supply as many as you need! However, your phone capability will be limited by the number of lines and the router set up. To find out more please Call 0508 000747

Yes – every Callnet phone line has its own voicemail and a host of other features.

Click here to read all about the various features on offer

Yes – each Callnet phone and fax line has a separately configurable set of phone or fax features.

Calling rates are dependent upon the plan you choose or have chosen and where you are calling.

To find out more, please contact us

Yes, you can call 0800, 0508 and most other regular types of numbers using your VoIP line.

No, calls to 0900 numbers (or Premium Rate Lines) are not normally available. However we can review these on a case by case basis if the company being called was reputable and the rate to call is fixed.

Please contact us for more information.

Callnet’s Faxmail also uses T.38. Faxes are delivered real time to your specified email inbox.

When you send a fax it is delivered real time to the recipient. You receive email confirmation on whether your fax has been sent successfully or not.

The Callnet fax service uses the T.38 standard to send and receive real time fax over IP, enabling fax machines from different vendors to interoperate. In the T.38 architecture, fax signals are demodulated at the voice/ fax gateway and sent over the IP network as IP fax packets using either TCP or UDP, depending on the service environment.

TCP provides 100% error-free transmission, but the downside is reduced real-time performance. Routers discard TCP packets first when congestion occurs. UDP has good real-time performance, since routers do not discard datagrams as readily as TCP packets. However, the downside of UDP is a reduced quality of service. It is possible for datagrams to get lost, arrive out of order, or to be duplicates.

At the other end of the IP network, the remote gateway decodes IP fax packets and regenerates fax signals.

please contact us for assistance.

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