Is there a fee for additional phone numbers (DIDs)?

Vonex's Residential Plans have one phone number (DID) included as standard. Should you wish to have additional DIDs linked to your Plan, a fee of $2.00 applies to each additional DID per month.

Can I make international calls?

Please refer to the applicable Customer Information Summary for international call inclusions.

Please note that calls to some countries have been barred due to fraudulent activity.

Can I change my service address?

Please keep your contact information up to date by logging into the Vonex Customer Portal when it is made available to you, calling 1300 731 048 or emailing residential@vonex.com.au

You must notify us when your residential address changes as soon as possible to ensure your details are correct in the IPND database. The IPND database provides your address to emergency services when calling 000.

Is there an early termination fee?

There is no lock-in contract with this service. You may close the account at any time. If you are taking (porting) your number to another provider, the new provider may charge a porting fee.

What happens to my call credits if I cancel my account?

We recommend that all available call credits are used before cancelling your account. Unfortunately, unused credits cannot be reimbursed and will be forfeited.

What happens to my number if I cancel my account?

If your account is suspended or cancelled, you may lose your number unless all arrears are paid. We will hold a number for 14 days after the suspension of an account. Please ensure the account is paid within this period.

Can I use this service overseas?

No. This service is only available to customers in Australia. 

Is CLI Overstamping available in the Portal?

Yes, however, this number (DID) must be hosted on the Vonex network. No other number (i.e. mobile or landline from another provider) can be used. 

Am I able to do ISN to ISN dialling (sip number to sip number) in the Portal?

No, unfortunately, ISN to ISN dialling is not available. 

Can I send SMS Messages via the Portal?

No, unfortunately, an SMS feature is not available.

Can I set up call conferencing in the Portal

No, unfortunately, call conferencing is not available.

Can I set up dial-in international calls in the Portal?

No, this feature is not available.