Select a help topic below to reveal more information.

How do I report a fault in my services?

There are several things you can do to identify the fault, and in some cases, resolve it yourself.

What are some of the things I can do to resolve a fault?
Try to isolate the fault by performing the following:
Unplug ALL equipment from your phone line(s), such as cordless phones, modems, extension leads, double adaptors, answering machines and burglar alarms
Leave the equipment unplugged for at least 10 seconds
Plug one phone back into one phone socket and test for dial tone
If you have a cordless phone, switch it off then back on, to reset the phone. Cordless handsets use rechargeable batteries, which may need replacing
If you have another phone socket on your premises, try testing for dial tone (using the same phone). Try the same phone in every socket
If you have another phone available, unplug the phone you are using and repeat the steps above. If the service is restored, one of your phones may be faulty and need replacing.

Still having problems?
If the problem still exists, Central Connect is open from 8am until 11pm, 7 days for phone line faults. All you have to do is call 1800 426 855.

Do I need to pay for Central Connect fault services?
Central Connect will fix any network fault up to the Network Boundary. Any equipment connected beyond this point is 'privately maintained'.
If the technician determines the fault is with your privately maintained equipment (eg cordless/fixed phone, answering machine, modem, extension lead, double adaptor, burglar alarm) a Service Charge of $99 will apply.

What features are available for my fixed line phone service?

Central Connect have a great range of products for landlines.

Call Forward
CallForward will transfer a call from your home phone to a number of your choice. Standard call charges apply for forwarded calls.

Call Forward - Immediate
To forward all incoming calls immediately, dial *21# to turn it on, #21# to turn it off and *#21# will advise if this service is active.

Call Forward - No Answer
To forward all incoming calls if unanswered, dial *61# to turn it on, #61# to turn it off and *#61# will advise if this service is active.

Call Forward - Busy
To forward all incoming calls on busy, dial *24# to turn it on, #24# to turn it off and *#24# will advise if this service is active.

Call Forward - Selected Callers
To forward all incoming calls for selected callers, dial *92# to turn it on, #92# to turn it off and *#92# will advise if this service is active.
To set up your selected callers list, dial *87*4***#, to remove one of your selected callers, dial #87*4*1#.

Call Return
If you miss a call, Call Return will let you know the phone number of the last missed call. You can then call that number back by dialing “1”. To activate Call Return, press *10#.

Call Back
If the number you're calling has an engaged tone, you can have that number call you back by dialing “recall” *37# to turn it on, #37# to turn it off and *#37# will advise if this service is active.

Call Waiting
Call Waiting will alert you that another call is trying to come through. You will be able to hear a faint ring tone. To activate Call Waiting, dial *43# to turn it on, #43# to turn it off and *#43# will advise if this service is active.

PSTN lines – Business lines

Details required prior to ordering:

Full street address including street number.

  • If the street number is not available, a lot number will do.
  • If both are unavailable, call the local council to obtain the RP / DP number
  • If all three options are unavailable, a site map will be required for installation.

Sufficient lead in cable infrastructure.

  • One pair per telephone line is required on the lead in cable.
  • If unsure, Telstra contractors will check on the date of installation and place the order on hold until the infrastructure is available.

Access to MDF (Main distribution frame – where all the telephone lines are fed into the building)

Site contact details:

  • Name
  • Phone number (mobile preferred)

Phone system technician details (for phone system install)

  • Name
  • Phone number (mobile preferred)
  • If you do not have a phone system technician, we will need to know the make and model of your phone system.

Cabling technician details (for connection to sockets)

  • Name
  • Phone number (Mobile preferred)
  • If you do not have a cabling technician, we can contact one for you and manage the whole installation.

Date required for the installation

Value added products to be added. E.g. calling number display, silent number, message bank, etc.

Lead time: 5 – 10 working days depending on technician workload.

Relocations

All the above conditions apply to relocation orders. However when moving outside of your exchange service area, you may need to redirect your old telephone line. Call 1800 426 855 to find out if you can keep your number or for more information about redirections.

ISDN2 services

Details required prior to ordering:

Full street address including street number.

  • If the street number is not available, a lot number will do.
  • If both are unavailable, call the local council to obtain the RP / DP number
  • If all three options are unavailable, a site map will be required for installation.

Sufficient lead in cable infrastructure.

  • One pair per ISDN service is required on the lead in cable. (i.e. one pair for two channels)
  • If unsure, Telstra contractors will check on the date of installation and place the order on hold until the infrastructure is available.

Access to MDF (Main distribution frame)

Site contact details:

  • Name
  • Phone number (mobile preferred)

Phone system technician details

  • Name
  • Phone number (mobile preferred)
  • If you do not have a phone system technician, we will need to know the make and model of your phone system.

Date required for the installation

ISDN type required: Standalone, GDN line hunt group, ISDN2 Indial range

ISDN Configuration: Point to point or point to multipoint

Value added products to be added: Caller line identification presentation, extension level billing, etc.

Lead time: 10 – 20 working days depending on workload.

Relocations

All the above conditions apply to relocation orders. However when moving outside of your exchange service area, you may need to redirect your old telephone line. Call 1800 426 855 to find out if you can keep your number or for more information about redirections.

ISDN 10/20/30 services

Details required prior to ordering:

Full street address including street number and level or unit number.

  • If the street number is not available, a lot number will do.
  • If both are unavailable, call the local council to obtain the RP / DP number
  • If all three options are unavailable, a site map will be required for installation.

Sufficient lead in cable infrastructure.

  • Fiber may be installed directly into the premise by Telstra.
  • If unsure, Telstra contractors will check on the date of inspection and amend the timeframe for the installation of the service.
  • If possible, you can arrange for your own private technician to run the customer lead in cable to speed up the install date.

Access to MDF (Main distribution frame)

Site contact details:

  • Name
  • Phone number (mobile preferred)

Phone system technician details

  • Name
  • Phone number (mobile preferred)
  • If you do not have a phone system technician, we will need to know the make and model of your phone system.

Date required for the installation

Value added products to be added: Caller line identification presentation, extension level billing, etc.

Lead time: 20 working days and above, depending on infrastructure surrounding the customer premises.

Relocations

All the above conditions apply to relocation orders. However when moving outside of your exchange service area, you may need to redirect your old telephone line. Call 1800 426 855 to find out if you can keep your number or for more information about redirections.

How to handle unwelcome calls

Are you receiving Unwelcome Calls? Unwelcome Calls can vary in nature and include:

Hang up calls

These are calls where you hear the caller put the receiver down, followed by the busy tone, as soon as you answer the call.

Silence, hoax, obscene or abusive calls

These are calls where the caller holds the line open with silence or speaks in an abusive or obscene manner and does not hang up.
To clear the line on your fixed phone service, replace the receiver and do not pick it up for 5 minutes. This will enable you to call out.

Have you noticed a pattern in the unwelcome calls?

YES? Let one of the expected calls go unanswered and use Call return *10#).

Fixed Lines: When using Call Return *10#, a Call Return usage charge applies when you successfully retrieve the number of your last unanswered call. Normal call charges apply if you return the call. Call Return is not available for blocked calls and is available from tone phones in most areas.

Mobile Services: Not available.

If a number is retrieved inform Central Connect 1800426855

NO? Consider connecting to Calling Number Display and possibly identify the caller. The caller's telephone number will not be displayed if the call has been blocked.

Fixed Lines: Central Connect offers a monthly rental service with an option to rent the Aastra Calling Number Display telephone. Call 1800 426855 for more information.

Mobile Services: Calling Number Display is automatically provisioned to all Mobile services on activation. There is no charge. Call 1800 426855 for further information

If a number is retrieved call Central Connect 1800426855

Are the unwelcome calls limited to particular days or time of day?

YES? Let one of the expected calls go unanswered and use Call Return *10#).

Fixed Lines: When using Call Return *10#, a Call Return usage charge applies when you successfully retrieve the number of your last unanswered call. Normal call charges apply if you return the call. Call Return is not available for blocked calls and is available from tone phones in most areas.

Mobile Services: Not available.

If a number is retrieved call Central Connect 1800426855

NO? Consider connecting to Calling Number Display and possibly identify the caller. The caller's telephone number will not be displayed if the call has been blocked.

Fixed Lines: Central Connect offers a monthly rental service with an option to rent the Aastra Calling Number Display telephone. Call 1800 426855 for more information.

Mobile Services: Calling Number Display is automatically provisioned to all Mobile services on activation. There is no charge. Call 1800 426855 for further information.

If a number is retrieved Call Central Connect 1800426855

Do you have suspicions of the number that is calling you?

YES? Consider connecting to Call Forward Selected Callers. This service can be used to forward calls from selected numbers prior to the call reaching your phone.

Fixed Lines: Monthly rental charges apply. Charges apply for forwarded calls. Call 1800 426855 for more information.

Mobile Services: Not available.

YES? Consider connecting to Smart Ring. This service lets you identify who is calling by the sound of your telephone ring.

Fixed Lines: Monthly rental charges apply. Call 1800 426855 for more information

Mobile Services: Not available.

Have you considered screening your calls with MessageBank?

Fixed Lines: Monthly rental charges apply. Call 1800 426855 For more information

Mobile Services: Standard MessageBank for Central Connect Mobile services is automatically activated on connection. There is no charge for monthly access on this service; diversion and retrieval charges apply. Call 1800 426855 for more information on how to use this feature.

Have you considered changing your number and making it unlisted?

Fixed Lines: Silent line charges apply. Please contact Sales on 1800 426855

Mobile Services: Call 1800 426855 to arrange

Malicious Calls

Malicious calls include threatening calls or other unwanted calls.

Malicious Call Trace is a service that helps Residential and business customers respond to these calls with the help of Telstra and the Police.

It records details about the source of the threatening call, helping Central Connect customers identify the offender - using controlled procedures with the help of Telstra and the Police.

Malicious Call Trace also provides evidence for court proceedings, as records can be presented in courts of law.

This is a controlled product. To find out more about Malicious Call Trace, please contact Central Connect (Mon - Fri, 9am to 5pm, excluding National Public Holidays) or alternatively you can submit an Enquiry via website http://www.centralconnect.com.au/

Monthly rental charges may apply for this product. Call 1800 426855 for more information.

Voicemail

Central Connect / Optus Voicemail

It's your personal mobile answering machine
When you can't take a call, Voicemail will do it for you. It's really easy to set up. It doesn't cost a cent for people to leave messages for you.

It's easy to set up
Dial 321 and follow the prompts
Register your personal security code (Choose 4-10 digits you'll easily remember, but aren't sequential e.g. not 1234, nor repeated numbers e.g. 4444)
Record your name only for a standard greeting or record a personal greeting of your choice.
Select your time zone location setting

How to record a personal greeting
Keep it personal: it's your voice that callers want to hear. Personalise your Voicemail with your own greeting.
Dial 321
Press * to go to the main menu
Select 3 to change your personal preferences
Press 1 to change your greeting, then follow the prompts
You also have the option of personalising one of our pre-recorded greetings

How to get Message Alerts & TXTs
You can choose how you'd like to be told you've received a message. You can either:
Receive a TXT prompting you to check your message/s
Set your phone to the Ring Alert option so that Voicemail calls you when a message is received. A recorded message will tell you how many messages you have and play each of them to you.

How to listen to your messages
Dial 321 to hear your messages. Follow the prompts to listen to the message again, save it or delete it.
To listen to your messages from a fixed line phone:
Dial 0414 321 321
Enter your mobile number, followed by #
Enter your security code, followed by #

How much does it cost?
You're charged at your standard call rate when you dial 321 to listen to your messages. It doesn't cost a cent for people to leave messages for you.

Picture this!
Send and receive messages with photos, images, sound, animations and text from your mobile.

How to cancel Voicemail 
Dial # # 02 # and press call button

Technicians


LocationName PhoneMobileEmailSupports
BrisbaneRob Hall0400 039 411rob@commitel.com.auLG
Central Coast & NewcastleBrett Jennings(02) 4915 76000432 179 998brett@voipstar.com.au Avaya, LG,Panasonic
Central CoastEmiliano0458 815 874LG
Central CoastTony Ozer0416 020 655ozkomm@optusnet.com.auCommander, LG, NEC
PerthRalph Burke(08) 9277 74000418 942 798ralph@efficient.com.au
SydneyOnetec Comm(02) 8717 47440409 244 478george@onetec.com.auLG
Taree/Kempsey/Port MacquarieRyan Chesser0409 661 066ryan@rccomms.comm.auIPECS, NEC
TasmaniaWayne(03) 6231 9111CustomtelLG
TownsvilleMartin Wilkinson(07) 4725 5666fortel@fortel.com.au
TownsvillePaul Munsie or Roy Wiltshire(07) 4775 2255paul@ramagencies.com.auLG
WollongongChad0418 421 210chadtel@ozemail.com.auLG, NEC, Commander