Phone Support FAQs

When you apply online for an Green Tree Frog Home Phone, you’ll be given the option to apply for a new phone number or to switch the provider of your existing phone number to Green Tree Frog.

If there is not an existing phone line in place at your address, you may need to pay additional costs for a new phone line installation.

Alternatively, please call our Sales team on 1300 746 754.

No. However, there are great benefits when bundling your phone and ADSL2+ broadband service with Green Tree Frog.

Unfortunately not. We ask that you have your local, national, mobile and international call carriers with us. If you choose to preselect to another service provider other than Green Tree Frog or else a $10 (including GST) surcharge will apply to your account.

In most cases, we can transfer your existing phone service across within 5 – 10 business days. If you don’t have an existing phone service, and wish to get one through us, the process is a little longer; taking up to 30 business days.

We will keep you informed on the progress of your order, to ensure that your service gets connected as soon as possible.

Before starting the signup process, you will need to have the following details handy:

• The correct address of the premises to which you want to connect the phone service;
• Valid credit card or direct debit details;
• A mobile or other contact number;
• A current valid email address; and
• The last connected number at the premises, if possible. This can be obtained by calling 127 22 123 from a telephone handset at the new premises, providing that the line is still connected.

You can sign up for a Green Tree Frog Home Phone service even if you are not already living at your new address. We’ll ask you for your future move in date so we can organize the connection quickly after you’ve moved in to the new premises.

No, as the service is a residential grade service, there is no Service Level Agreement.

STANDARD FEATURES

• Call Forward Busy - if your phone is engaged when someone calls, they’ll be immediately forwarded to another number you’ve chosen.
• Call Forward Immediate - any calls to your primary phone are immediately redirected to the number you choose. It overrides all other Call Forward features except for Call Forward - Selected Callers
• Call Forward No Answer - when there’s no one to answer your phone, you can get your calls sent on to another number. The default ‘no answer’ delay is 20 seconds or about seven rings. However, you can set any delay you want from five to 60 seconds.
• Call Forward Selected Callers - you can forward specific callers to another phone by creating a ‘Selected Callers List’ of up to 15 numbers.
• Call Waiting - Call Waiting tells you if there’s another call when you’re already on the phone. A discreet tone alerts you to the new call – so you can answer it by putting your first caller on hold. Call Waiting is available in most areas of Australia.
• Call Return - if you miss a call and want to know who it was, Call Return will let you find out the number quickly and easily (unless it was a blocked number).
• Call Back - if a number you call is busy, you don’t need to wait around trying to get through. Simply set a Call Back and let our system watch the line for you. When the number you want is available, you’ll get an automatic call back.
• 3-Way Chat - 3-Way Chat is great for making plans with friends. It lets you talk to two friends at once, and either friend can leave the call at any stage, so you can bring in someone else.
• Adjusting the ring length.

OPTIONAL FEATURES

• Multi Number, offers an additional phone number for your existing phone line, as well as the option of separate billing for that number.
• Duet Phone & Fax, allows you to add a fax number to your existing phone line, giving you separate phone and fax numbers without installing a second phone line.
• Remote Access, allows you to change your Call Waiting, Call Forwarding, Call Control settings from a remote location (e.g. using your mobile phone).
• Voicemail, allows you to divert callers you don't answer to a message-taking service. You can personalise your voicemail greeting as well as retrieve your voicemail messages from any phone.
• Silent Number, removes your phone number, name and address details from the next edition of the White Pages directory and Directory Assisted Services
• Calling Number Display, allows you to identify a caller by displaying the caller's phone number on your handset's screen (requires a compatible handset). Please note that Calling Number Display will not work for blocked numbers.
• Call Control, If you want to stay on top of your call costs, or several people are sharing your phone, you can use Call Control to set a range of barring levels for outgoing call types – including STD, International, 190 or local calls.

CALL FORWARD BUSY

If your phone is engaged when someone calls, they’ll be immediately forwarded to another number you’ve chosen.

To turn on Call Forward Busy for all incoming calls:

* 2 4 Phone number #

To turn off Call Forward Busy for all incoming calls:

# 2 4 #

To check if Call Forward Busy is on or off:

* # 2 4 Announcement #

Call Forward Immediate

Any calls to your primary phone are immediately redirected to the number you choose.

To turn on Call Forward Immediate for all incoming calls:

* 2 1 Phone number #

To turn off Call Forward Busy for all incoming calls:

# 2 1 #

Call Forward No Answer

When there’s no one to answer your phone, you can get your calls sent on to another number. The default ‘no answer’ delay is 20 seconds or about seven rings. However, you can set any delay you want from five to 60 seconds.

To turn on Call Forward No Answer for all incoming calls:

* 6 1 Phone number #

To change the ‘time in seconds’ delay before calls forwarded::

* 6 1 Phone number * Time in seconds #

To turn off Call Forward No Answer for all incoming calls:

# 6 1 #

To check if Call Forward No Answer is on or off:

* # 6 1 Announcement #

Call Forward Selected Callers

You can forward specific callers to another phone by creating a ‘Selected Callers List’ of up to 15 numbers.

To turn on Call Forward Selected Callers:

* 9 2 #

To turn off Call Forward Selected Callers:

# 9 2 #

To check if Call Forward Selected Callers is on or off:

* # 9 2 Announcement #

Call Waiting tells you if there’s another call when you’re already on the phone. A discreet tone (two beeps every five seconds) alerts you to the new call – so you can answer it by putting your first caller on hold.

To turn on Call Waiting:

Dial tone * 4 3 # Announcement

To turn off Call Waiting:

Dial tone # 4 3 # Announcement

To answer an incoming call or switch between calls:

To hang up one call and return to the other:

To reject an incoming call:

Once Call Waiting is on, it stays on until you switch it off.

Call Return lets you find out the number of the last unanswered call to your Home Phone. You can also choose to call that number back.

To retrieve the number of your last unanswered call:

* 1 0 #

To call the number back press 1

If you call a number that is engaged, Call Back will monitor that number for up to 45 minutes and automatically call it back when it is no longer engaged.

To set up a Call Back:

Busy tone Recall * 3 7 # Announcement

To cancel a Call Back:

# 3 7 #

To check which Call Backs are currently active on your phone:

* # 3 7 #

Call Back is ready to use on your phone now. The busy destination will be monitored for 45 minutes. Call Back won’t work for all calls, including to some business numbers, Operator Assisted Services, international destinations and phones on some other carriers’ networks.

Call Back requires a tone phone, preferably with distinctive ring capability and you can have up to five Call Backs set up at the same time.

A per use charge for Call Back and call charges apply. Call charges apply at standard rates.

If you call a number that is engaged, Call Back will monitor that number for up to 45 minutes and automatically call it back when it is no longer engaged.

To set up a Call Back:

Busy tone Recall * 3 7 # Announcement

To cancel a Call Back:

# 3 7 #

To check which Call Backs are currently active on your phone:

* # 3 7 #

Call Back is ready to use on your phone now. The busy destination will be monitored for 45 minutes. Call Back won’t work for all calls, including to some business numbers, Operator Assisted Services, international destinations and phones on some other carriers’ networks.

Call Back requires a tone phone, preferably with distinctive ring capability and you can have up to five Call Backs set up at the same time.

A per use charge for Call Back and call charges apply. Call charges apply at standard rates.

3-Way Chat allows you to talk to 2 callers at the same time (a.k.a conference call), and either caller can leave the call at any stage, so you can bring in someone else.

To put the existing call on hold and make a new call:

Then bring both callers into a 3-Way Chat:

To split a 3-Way Chat (this will put one call on hold):

To switch between calls:

To hang up one call and return to the caller on hold:

Call Waiting won’t work while you’re on a 3-Way Chat call, but Call Forward Immediate or Busy will still work if you’ve set one up.

A per use charge for 3-Way Chat applies. Call charges apply at standard rates for each call that joins the chat.

If you're experiencing call dropouts on your phone line, it's important to identify whether the problem is caused faulty or damaged equipment plugged into the phone line, wiring or a problem with the telephone line.

If Green Tree Frog lodges a fault for a phone line, and a technician finds the fault to be in your privately maintained equipment, then you may be charged an Incorrect Call-out Fee. To reduce the risk of this, we need to rule out as many other possible causes for your phone problem as we can.

Symptoms

You can successfully make or receive a call, but the call disconnects while you’re still speaking.

STEP 1: Things to check first

• If you only experience dropouts when you call a specific number, it may be their phone service that has an issue, not yours. You can check this by making some test calls to different phone numbers.
• if you are using cordless handset, check that it didn’t have low or empty batteries when the call dropped.
• If you have more than three telephony devices or a Back to Base Alarm system, you may need to contact an ACMA-approved electrician to install a central splitter.
• If you hear crackling, buzzing, popping or other noise on the line when you make a call, please go to 'Troubleshooting Home Phone for Line Noise' instead.

STEP 2: Perform Equipment Check

1. Unplug all devices from every phone socket, including your modem, telephones, fax machines, pay TV boxes and EFTPOS terminals.
2. After disconnecting, wait 30 seconds.
3. Plug a standard phone handset directly into the phone socket (without a filter), and then make a test call. The test call should last for as long as it normally takes before a dropout occurs. If the dropouts don’t usually occur on every call, you may want to make several test calls.
4. If you were able to make a call (or calls) without dropouts, reconnect each other piece of equipment onto the first socket one by one. If the fault reoccurs, it is likely that it’s being caused by the last piece of equipment you plugged in.
5. If you have more than one phone socket in your home, plug your phone handset (without a filter) into each of those sockets and make a test call. If you experience dropouts when your phone is plugged into one socket but not another, there may be a problem with your home’s internal wiring.
6. Using a different phone handset, repeat steps 3 to 5. If you experience dropouts when using the original handset but not a different handset, then the original handset may be faulty.

If you still experience call dropouts, please go to the next step.

STEP 3: GIVE US A CALL

Thanks for attempting troubleshoot the problem, it looks like we may need to help you out. Please contact us on 1300 746 754 from another phone service or a mobile.

PPLEASE NOTE: in the event we need to submit a fault for call dropouts, we'll need the date, time and number dialled of at least 3 calls you experienced call dropouts.