Frequently Asked Questions

Outages & Faults
In the event of and NBN area outage or a localized fault THE TELCO SPOT has multiple procedures in place to get you back up and running as soon as possible. The first step is to inform us on 08 9792 5142 with as much information on the event as possible. A fault ticket is logged immediately by TELCO SPOT staff. A resolution to the situation is generally carried out within 2-5 business days of logging the ticket. In some cases, this can be longer or shorter greatly depending on the type of fault and situation. THE TELCO SPOT staff will remain in contact with you during this period to make sure everything is progressing smoothly.

We can also provide a premium service to our customers whom need an internet connection 24/7. You can opt for an installation of a rental 4G modem device to take over the job of the modem until the fix is complete. In most circumstances you must pay for the data used on the 4G device as well as a minimum $150 installation fee within the southwest region.

TP-LINK 4G Modem Router – FREE Rental for up to 3 months.
10GB Mobile Data – Extra Data charged @ $10 per 1GB up to $50. $0.03 per MB thereafter.
All extra data is charged on the next bill unless otherwise specified.
Professional install = $150 Callout Fee 1hr (South West Region) – Additional time @ $125 per/hr

Managed Service Plans
IA hosted voice managed service plan allows you as a business worry less about the management of your new phone system. Instead of paying for our time to make tweaks here and there when you change your mind about certain aspects of the system, you can make any changes you want to the system configuration whenever you like, until you have the system exactly as you want it.

This service also gives your staff peace of mind as they have the ability to call us for support with their handsets, over the phone, free of charge.

Handsets and system configuration
**For more than 10 Handsets, a special Managed Service Plan will be developed for your Business**

Access to Online Portal
All Telco Spot customers have access to our online portal which lets you see current usage, pay bills and more. You would have been given a Username and Password on commencement of your services with us. If you did not receive these log in details, have misplaced them or would like to change the password, give us a call and let us know and we will be able to provide you with those details.

To access your TELCO SPOT customer portal, visit www.thetelcospot.net.au
*You can access bills and check usage real time*

Access to Phone System Portal
Upon request you can be given access to the configuration portal for your phone system. This allows you to change some things whenever you like, for example; you can manipulate the after-hours system yourself or change the call forwarding numbers etc.
Use this system at your own risk as it also allows you access to the direct configuration of the handsets. If these are touched, it could compromise the system. Be aware that Any problems caused by users configuring the system are charged at our regular hourly rate to fix.

Portal Link – https://hostedpbx.connectyou.net.au
*Username and Password will be sent on request*

This is the first tab you will see. Nothing of interest on this page. DO NOT touch the Delete button. Click on the second tab to progress.

This tab allows you access to change the Business Hours for the afterhours system. Feel free to edit this as much as you like in the time boxes, in 24hour time. DO NOT touch the Selected Numbers. If you removed a number, you can potentially delete your business number from our system.

We advise you not to touch Tab 3 entirely as it contains all the call flow configuration for your phone system.

Tab 4 contains summary information as well as a section that you can add holidays too. The system will count these days as Out of Hours Days.
To finish and save click “Accept & Save All” at the bottom right. Then you are done.

What is Pro-Rata?
Pro-rata billing refers to being charged or receiving part or proportion of a fee or benefit on your bill. Pro-rata billing applies to monthly fees and monthly cap inclusions.

Pro-Rata on Your First Bill
When you sign up for a new account you will be assigned to our standard billing cycle of the 28th of the month to the 27th of the next month.

When you receive your first monthly invoice you’ll see that it will be calculated based on the number of days between your sign-up date and the date of this billing cycle (inclusive). This is commonly known as a pro-rata amount. Usage allowances/caps are also calculated on a pro-rata or proportional basis.

Future invoices will show the full standard monthly amount and include the full usage allowance, unless you make further changes to your account (such as a rate plan change or upgrade).

Pro-Rata After Requesting A Change To Your Service
Pro-rata charges/benefits can apply if:
• You change your rate plan (speed, data allowance etc)
• You add or remove a charged feature or service (mobile phone plan, hosted voice extension)

After changing to a new plan/feature part way through your invoice period. E.g. 1 week before your next bill is issued, instead of being charged for a full month for that new plan/feature, we will charge just 1 week’s worth of the regular monthly charge. Equally you’ll receive just 1 week’s worth of that plan’s monthly included benefit/value.

In the scenario of a plan change, the remaining 3 weeks of that monthly bill will be made up of a pro-rated charge (3 weeks worth) of your previous plan’s normal monthly fee and 3 weeks worth of that plan’s regularly monthly benefit/value/cap.

Pro-Rata on Your Final Bill
If you decide to cancel a service, your final bill will also include a pro-rata amount. This ensures that we don’t charge more than you’ve used. Your final bill will show a pro-rata amount for both the monthly spend and for the monthly included benefits of your plan to match your established billing cycle.