Is the modem plugged in, turned on & receiving power?
Are all the connections tight and secure?
Are all the cords and cables connected to the correct port or outlet?

Restart (power cycle) the modem.
Press the on/off button or unplug your modem’s power cord to turn off your modem for at least 20 seconds. Wait 2 minutes for the modem to finish its restart. Note: Keep in mind your modem runs 24/7. An occasional break gives it an opportunity to clear out the old information and reduce any built up heat.

Restart (reboot) your computer or device
Power OFF and restart your computer (or device). To give your computer a chance to clear out its cache and reconnect settings, wait at least 2 minutes before trying to access the Internet.

Verify the modem lights are correct.
When your modem is functioning properly, its lights should look like this:

Power light: Green (solid)
DSL light: Green (solid)
Internet (INT or WWW) light: Green (flashing)
Ethernet light: Green (flashing) – if you are connected via an ethernet cable
Wireless (WLAN) light: Green (flashing) – if you are connected via wireless

After trying these steps and your connection still isn’t working, our local support staff will happily take your call on 1300 301 337.

To test your internet speed, please visit SpeedTest.net.

If your internet is connected and your email isn’t working, please call us on 1300 301 337 and we can troubleshoot the issue for you.

There are several options you have, depending on where the email’s come from, and whether you’d like to report or complain about it.

If the email doesn’t contain offensive, fraudulent, pornographic or gambling content, and doesn’t breach your privacy, and the email originates within Australia or refers to an Australian product or service:

You might want to contact the sender directly and ask that you be removed from their mailing list. We recommend calling them because replying to suspected spam can sometimes generate more.
You can report spam manually to the ACMA by completing an online spam submission form.
If the email originates outside of Australia or where the origin is unknown, unfortunately not much can be done aside from reporting the spam or forwarding the email (including header information) to:
reportingspam@submit.spam.acma.gov.au.
If the email does contain offensive, fraudulent or gambling content, or breaches your privacy and:
It contains offensive content

If the email contains content you think might be prohibited, like pornography or pictures of violence, you might be able to register it as an internet content complaint through ACMA.

If it endorses prohibited gambling

If you’ve received spam that promotes a gambling site that sounds suspicious, it may be prohibited under the Interactive Gambling Act 2001. You can lodge a complaint about prohibited gambling advertising or sites through ACMA.
If it sounds like a scam or asks for your personal details

Spam that tries to fool you into providing personal details or to join scams that sound too good to be true (like ‘get rich quick’ schemes) can be reported to the Australian Competition and Consumer Commission (ACCC) through their Slam a cyberscam program.
For more information about reporting and complaining about spam, visit ACMA’s spam reporting, complaints and enquiries site.
Alternatively you can email support@interphone.com.au

Your usage and call data is all centrally managed by our proprietary billing platform to which you will in due course receive a username and password to log into. Once in the portal you will be able to view your call usage and data usage as it accrues throughout the month. Please note that there is a delay in call and usage data reaching the customer portal of several hours.

Should your phone become faulty we ask that you contact us on 1300 301 337 by phone (Using your mobile or neighbour’s service). We may ask you to perform a simple dial tone test with a spare handset if you have one. For issues that are not immediately solvable we may bring in a support provider to provide you with onsite assistance or to rectify a physical fault with customer or network equipment. This is done by appointment with the contractor liaising directly with you the customer on our behalf. Most issues that require onsite attendance are usually resolved by next business day depending on the severity of the fault.

Interphone has a publically available fair use policy on our website available here: http://www.interphone.com.au/fair-use-policy/ Normal telephone and internet usage should never breach our Fair Use Policy even on unrestricted voice and data plans. These services are intended as strictly residential services and as such should not be used to support the running of a business or be used to carry out illegal or fraudulent activities. The service may not be used in a manner that is detrimental to the collective use of these services by the retirement village as a whole.

Interphone is changing the cost for calls for our RCA Village* Customers only for the following International Call;

International Destination
·Netherlands

Action
Decrease

New Voice Call Rates p/m^
Fixed Line: $0.015
Mobile: No Change $0.20

^ All quoted prices are GST Inclusive and GST Rounding applies. Calls charge in 60 second blocks.

* Only available at RCA Cardinia Waters, RCA Beleura Village Mornington, RCA Main Street and RCA Martha Cove.

For a full list of call costs to International Destinations, please download the updated International Call Rates here.

Due to the rise of fraud and scams perpetrated via telephone calls from overseas destinations, Interphone blocks calls from within Australia to these high risk countries.

This means you will not be able to call the following Blocked International Call Destinations;

Afghanistan
Albania
Algeria
Antarctica
Antigua and Barbuda
Bahrain
Bangladesh
Barbados
Belarus
Belize
Benin
Bhutan
Bolivia
Botswana
British Indian Ocean Territory
British Virgin Islands
Burkina Faso
Burundi
Cameroon
Cape Verde
Central African Republic
Chad
Comoros
Costa Rica
Cuba
Curacao
Democratic Republic of the Congo
Djibouti
Dominica
Dominican Republic
Ecuador
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands
Faroe Islands
French Polynesia
Gabon
Gambia
Georgia
Ghana
Gibraltar
Grenada
Guam
Guatemala
Guinea-Bissau
Guyana
Haiti
Honduras
Ivory Coast
Kazakhstan
Kenya
Kiribati
Kosovo
Kyrgyzstan
Lebanon
Lesotho
Liberia
Libya
Madagascar
Malawi
Maldives
Mali
Malta
Marshall Islands
Mauritania
Mauritius
Mayotte
Micronesia
Moldova
Monaco
Montenegro
Montserrat
Morocco
Mozambique
Namibia
Nauru
Nepal
Nicaragua
Niger
Nigeria
Niue
North Korea
Northern Mariana Islands
Oman
Palau
Palestine
Panama
Paraguay
Peru
Pitcairn
Republic of the Congo
Reunion
Romania
Rwanda
Saint Barthelemy
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and the Grenadines
San Marino
Sao Tome and Principe
Senegal
Seychelles
Sierra Leone
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Sudan
Sudan
Suriname
Svalbard and Jan Mayen
Swaziland
Syria
Tajikistan
Tanzania
Togo
Tonga
Trinidad and Tobago
Tunisia
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
Uzbekistan
Vanuatu
Wallis and Futuna
Western Sahara
Yemen
Zambia
For a copy of the full list of Blocked International Call Destinations please download the list here.

As part of your application for Interphone services you will have provided as part of the application a direct debit authority. This occurs usually between the 17th and 20th day of each month (14 days from the invoice issue date).

Direct debit takes the hassle out of remember to pay your bill. To avoid late payment fees or your account being suspended, Interphone recommends all customers to activate direct debit on their account. You can set up direct debit using an eligible credit or debit card, or cheque or savings account.

We accept the following credit and debit cards:

· Credit cards: Visa, MasterCard, American Express and Diners
· Debit cards: Visa or MasterCard

See all of our bill payment options or bill payment associated fees.

You can set up direct debit or update your saved payment methods by calling 1300 301 337. Please do not send financial information via email.

Want the ease & convenience of a Direct Debit to pay your monthly account?

Please Download our Direct Debit Application Form and email it to: accounts@interphone.com.au or support@interphone.com.au.

We will contact you via phone to verify the provided information and let you know when the Direct Debit has been setup.

To see our Direct Debit Terms & Conditions:
Download our Direct Debit Terms & Conditions

As part of the agreement with these services all payment methods must be made via direct debit only. If you wish to change the direct debit details for an account or update a credit card please call us on 1300 301 337. Please do not email account numbers or credit card details to us.

If you wish to update any of your account or billing details such as address, payment methods or contact details you may do so via the following methods

· Call us on 1300 301 337
· Email us at support@interphone.com.au

Our website is currently under construction, in future you will be able to manage your plan & account settings online. Until then please call us on 1300 301 337 to change your plan.

Privacy matters and we understand this. Interphone is committed to protecting your privacy and keeping your personal and financial information safe and ensuring the security and access of your data.

To help manage your account and services, you do have the option of enabling others authorisation for your account to act on, or access account information.

The person whose name is on the account is known as the ‘Legal Lessee’ or ‘account holder’.

Legally, this person is financially responsible for the account and there can only be one.
However, the account holder may authorise others to access the account and give them authority to act on that account at various levels.

The selected level of authority determines their access and the actions they can or cannot take in relation to your account.

As an Interphone account holder, you may want a family member, friend or associate to act on your behalf and, for example:

· Provide a spouse with access to your account
· Give your child authority for billing inquiries on your account, or
· Add a power of attorney to manage an account on your behalf.

Note; the account holder retains full responsibility for the account, and is responsible for the actions of the authority.

If you’re an account holder and you want to add an authority to your account, you can call us on 1300 301 337.

· Must be 18 years or older
· Has full authority over your account including authority to set up new Interphone services and products on your account, change account details, cancel services and access your Interphone bills
· Isn’t financially liable for the costs and debts incurred on your account, unless there is some other legal, contractual, or family relationship which states otherwise

To add an authority to your account, you’ll need to provide us with their full name and date of birth.

It’s important that you ensure these details are correct, as in future, when we need to use them to verify their details and allow them access to your account, the information given must be a match.

If we’re unable to verify the full name and date of birth given to us they’ll be unable to take action on the account until the account holder has updated their information.

Full authority or Third-party authority.

With full authority, a person can act on your behalf, access personal information on your account and make changes to any monthly plans, add or disconnect Interphone services. The account holder is responsible for actions taken, or contracts entered into by them.

A third-party authority must be a formally determined Power of Attorney, Public Trustee, Administrator or Legal Representative of the account holder and has the same access level as a full authority contact

· Access full account and service information
· Add or remove a new service
· Change a phone number
· Change technology such as nbn^TM to Fibre
· Contract or re-contract a service
· Request to move services
· Increase/decrease data limits
· Add chargeable products
· Request technical and billing support
· Add someone with a lower level of authority
· View billing, usage, and payment enquiries
· Reset passwords
· Report a fault
· Add someone with a lower level of authority
· View billing, usage, and payment enquiries
· Reset passwords
· Report a fault

A limited authority can act on your behalf and access personal information on your account. They can make changes to services including changing the plan, billing enquiries, usage and complaints.

A limited authority cannot add new services but they are able to disconnect existing services. The account holder is responsible for actions taken by someone with limited authority

· Disconnect a service
· Request a service move
· Request technical support
· Add someone with a lower level of authority
· View billing, usage, payment enquiries and decisions
· Reset passwords
· Report a fault

A billing contact has access to all billing associated with your account. Bills can be sent to a billing contact and managed by them.

· View billing and usage enquiries and decisions
· Make payment enquiries
· Report a fault
· Pay a bill

An asset user is the main user of a specified asset or service such as a fixed line service or data connection on your account. For the specified service an asset user has the same access to personal information and can change the monthly plan, raise a fault, access billing, usage, payment enquiries and complaints. An asset user can disconnect a specified asset.

· Request technical support
· Make usage enquiries
· Reset passwords for the specified service

If you don’t have or are yet to have any level of authority on an account there are limits to what you can do which protect the account holder’s privacy and personal information

· Report a fault
· Raise a complaint
· Report an order error
· Make a payment

· There were insufficient funds in your account
· There was a problem with your bank
· Your Direct Debit may have been suspended
· You may have had an overdue balance or your bill may not have been at $0, because;
· You received a late payment fee or
· You received a credit from Interphone

You can call us on 1300 301 337 anytime to view your current balance. If any of the above applies to you, you need to return your account to a $0 balance by paying over the phone or via direct deposit.

Questions in relation to an amount on your bill or general question can be resolved by calling Interphone on 1300 301 337. Alternatively you can email us at support@interphone.com.au

If you call Interphone and make a complaint, the staff member who answers your call will aim to resolve your issue with you on the spot. Should you write or email us we aim to acknowledge these within one business day of receipt.

Should we need to investigate your complaint further, we aim to resolve it, or tell you what we’re doing to resolve it, within five business days.

While your complaint is being investigated, we’ll provide updates of our progress so you’re on top of the status of your complaint.

· Call us on 1300 301 337
· Email us at support@interphone.com.au
· Lodge a complaint via letter:

Interphone Complaints
5/55 Howe Street
OSBORNE PARK, WA, 6017

If you would like further investigation

If we are unable to resolve your complaint to your satisfaction you can contact the Telecommunications Industry Ombudsman (TIO).

The TIO is an office of last resort for complaints about telecommunications services.

If your bill is not correct or you disagree with the charges on the invoice please call on 1300 301 337 or email us at support@interphone.com.au immediately. We will immediately lodge a dispute on the invoice to address customer concerns over amounts or charges that you have concerns about. Invoices that have an unresolved dispute against them cannot be direct debited by our automated process. Once the dispute is resolved to the your satisfaction the dispute will be lifted and the owing balance amended or otherwise be direct debited.

If you are not happy with the dispute resolution provided by our staff you are entitled to escalate your issue to the next level of dispute resolution. If this is the case you should contact an executive staff member of Interphone in writing.

Should you wish to cancel your Interphone services, you can call us on 1300 301 337 and we can discuss your options.

Depending on the terms and conditions of your contract, you may incur an early termination charge if you can cancel prior to your contract end date.

Our support staff will be able to notify you if this is the case and the amount you need to pay.

Download our Interphone Fair Use Policy.

Download our Interphone Service Levels Agreement (SLA)

Download our
Interphone Standard Form of Agreement (SFOA)

Please go our Documents page here