Help

Goodtel is independently audited by a third party to ensure we've donated 50% of profits to our charity partners at the end of each year. Those charities also send us a letter of confirmation detailing the total amount Goodtel has donated to them, which we will make publicly available.

You can read more about our impact, and read letters from our charity partners here.

By telling everyone you know about Goodtel. If every one of our customers just told one of their friends about us this would have a significant impact on the good work our charity partners do.

Yes you can. As Goodtel is a new company we have limited the number of charity partners we work with to ensure we can make a material difference to the work they do. Over time as Goodtel grows we may look to add to new charity partners.

Yes we are 100% Australian owned.

Goodtel is about helping the planet and those who need it most. We know most businesses are in to maximising their profit for shareholders and there is no judgement from us. We just prefer to be part of a new wave businesses that believe doing good is just as important as making a profit. Goodtel is certainly not the only company that thinks this but is very proud to be a part of this way of thinking.

There are heaps of ways you can contact us if you can't find what you need in our Self Care Portal.

- Live chat on our website between 9am-6pm Sydney time on weekdays. If our Goodie bot can't help you, he'll send you straight to a human

- Email hello@goodtel.com.au or submit a request through our contact form, we will get back to you between 9am-6pm Sydney time on weekdays

Or, if you need the human touch, you can call us on 1800 11 GOOD:

For technical support: 7am-12am weekdays, or 8am-8pm weekends/holidays, Sydney time

For customer service: 8:30am-6pm weekdays, Sydney time

For sales: 8:30am-6pm weekdays, or 9am-6pm weekends/holidays, Sydney time

If you're a business customer, or are interested in becoming one, you can contact us between 9am-6pm weekdays, Sydney time on either of the below lines:

(02) 9332 8200 - Sydney

(03) 8593 4403 - Melbourne

There are many ways to help others and so many people that need help. Goodtel believes there are lots of great charities out there doing amazing work and we have decided to help them rather than simply set up to be the cheapest telco in the market. In our experience someone will always come along and want to be the cheapest so it’s not something that is very sustainable. Goodtel wants to be different and do something that has the potential to actually make a difference where it is needed most.

Good question. It's true - you could probably find a cheaper telco providing a similar quality of NBN services.

But that's not what sets us apart. At Goodtel, doing good for the planet is our top priority. And that extends from our helpful support team who'll be there for you night and day, through to the core of why we exist as a company - to support our various charity partners as they help make the planet a better place.

And, of course, our NBN service uses trusted networks to provide you with reliable, blazing-fast broadband. So when you choose Goodtel, you're combining your need for fast, reliable internet with your desire to do good in the world. We're confident it's a choice you'll feel good about.

The timeframe will vary dependent on the equipment you have available at your place, and if there has been a previous nbnᵀᴹ connection.

There has been a previous nbnᵀᴹ connection at my home, and I have my own nbnᵀᴹ compatible modem

Well, that's perfect! In this case, we should be able to have you up and running in 1-3 business days. Please note, if you BYO modem, you will need to configure it for your new connection. We will send you a general guide on how to do this, but it does vary by modem.

There has been a previous nbnᵀᴹ connection at my home, but I will be purchasing a compatible modem from Goodtel

Our modems are pre-configured for your nbnᵀᴹ connection, so when it comes, you can plug and play!

There has never been an nbnᵀᴹ connection at my home

If your address has not been connected to nbnᵀᴹ before, the standard time frame can be anywhere between 1-3 weeks and is dependent on your nbnᵀᴹ access technology type and technician availability. Your nbnᵀᴹ access technology will determine the exact method of installation for your technician. To check if your address is nbnᵀᴹ ready, head here.

Helpful article: Can I use my existing modem, or do I need a new one?

As long as it's an nbnᵀᴹ compatible modem, in most cases yes you can. We can't guarantee every modem will work on our network but we will do our best to get you connected. If you have an old modem that isnt nbnᵀᴹ ready you can send it to us at 20/40 Meagher St, Chippendale NSW 2008 and we will arrange to have it recycled. Alternatively, your local Officeworks should be able to recycle it for you too.

Please note, if you BYO modem, you will need to configure it for your new connection. We will send you a general guide on how to do this, but it does vary by modem.

For HFC, FTTN, FTTB or FTTC connections, your original service will stop working automatically when your Goodtel service becomes active. You may want to check with your previous provider that they have stopped billing you - but this should occur automatically.

For FTTP and Fixed Wireless connections you will need to advise your previous provider that you wish to cancel their service once you have had confirmation from Goodtel that your service is active with us. Do not cancel your service before having this confirmation from Goodtel.

Find out what type of connection you have at your home by heading here, clicking 'pick an nbnᵀᴹ plan' and using our address checker.

The nbnᵀᴹ billing period is from the first to the last day of the month. On your first bill, you will have a prorated charge from your activation date to the end of that month, and also your first full month in advance. The upfront payment that you made at sign up will be deducted from this total amount.

For example, if I order the Superfast nbnᵀᴹ plan at $98/mth on the 11th of March, then I will pay $98 at the time of ordering. Say my nbnᵀᴹ is then activated by Goodtel on the 15th of March. I will receive my first nbnᵀᴹ bill in the first week of April, which will be for the period of 15th of March to 31st March and also one month in advance from 1st of April to the 30th of April. The $98 payment I made on sign up will be deducted from the total bill amount. All subsequent bills will be sent in the first week of the month for the period of that month.

The standard modem is the Netcomm NF20MESH Wifi Router. It includes Wifi and is perfectly suitable for most homes.

The Netcomm NF20MESH Wifi Router + Signal Booster is the upgraded modem and provides a greater range of Wifi meaning it will reach further locations in your home than the standard nbnᵀᴹ modem.

If your house is particularly large or you simply want, best possible performance from your home network the Netcomm NF20MESH Wifi Router + Signal Booster is for you.

At check out, we'll ask you if you'd like to purchase one of the above modems, or BYO modem.

Helpful article: Can I use my existing modem, or do I need a new one?

Yep!

Double data for 6 months

Get double data for 6 months on our 32GB and above mobile plans. Valid until 31st July, 2023. T+C here.

Refer a good friend

For every friend that you invite to switch to Goodtel, you'll receive $20 off your next bill (and so will they!). Refer friends here.

Bundle & save

Save $5/mth on your mobile plan when you bundle it with an nbnᵀᴹ plan (up to 2 mobile services). You don't need to do anything to get this discount, we'll apply it for you!

Yep! Contact us to change your nbnᵀᴹ plan. There is no cost to change plans other than the difference in the plan cost. Available plans are listed here.

Yes we can. Depending on the type of technology available at the new property and whether there has been a previous nbnᵀᴹ service there it can take up to 4 weeks from the date of order. Be sure to get in touch as soon as you know your new address and move in date.

Importantly, leave the nbnᵀᴹ box at your current home. The equipment is registered to the specific address, and won't work at any other address. More info on that here.

Goodtel provides HFC, FTTN, FTTB, FTTC, FTTP and Fixed Wireless nbnᵀᴹ services as well as nbnᵀᴹ TC2 for businesses.

In the large majority of cases yes you do. The nbnᵀᴹ is replacing traditional landline and internet networks across Australia. If you don't switch to the nbnᵀᴹ before the disconnection date you run the risk of being without internet and phone service.

The nbnᵀᴹ will be available to everyone over time with the service being rolled out across Australia in stages. You can find out when the nbnᵀᴹ is available to order at your property by visiting www.goodtel.com.au/good-nbn and entering your address in the middle of the screen. We'll let you know if it's ready to order what nbnᵀᴹ technology you will receive. When you're ready to order simply order here on our website or call us on 1800 11 GOOD.

Yep! We'll ask you during check out if you need landline calls. If you do, we will transfer your existing phone number onto an nbnᵀᴹ Phone service. You can then connect your phone to the router we supply you or use an IP based handset.

You'll pay for your first month of service when you sign up. This amount will be taken off of your first bill.

Helpful articles: I need help with my first nbnᵀᴹ bill

For the majority of our customers, the Family plan is the best balance between price and performance with up to 42mpbs during the evening. It'll cover the needs of 3-4 regular users streaming, browsing, studying, and using social media.

However, if you're an individual or couple, the Casual plan is just fine. Speeds up to 21mbps should cover your needs unless you're downloading huge files.

For larger (4+) families or users who need to use the internet intensively, our Superfast plan is the best option with blazing-fast speeds of up to 83mpbs - ideal for nearly any online activity.

The above is intended to be a guide only. You can change your plan anytime with no cost for doing so by contacting us. All Goodtel nbnᵀᴹ plans have unlimited data with no set up fees or contracts.

You can send it to us at 20/40 Meagher St, Chippendale NSW 2008 and we will arrange to have it recycled. Alternatively, your local Officeworks should be able to recycle it for you too.

All of our nbnᵀᴹ plans come with unlimited data and no lock in contracts. Which is pretty good, isn't it?

We offer sticky IPs!

All Goodtel nbnᵀᴹ plans include a sticky IP address. This means that the public IP address of your connection does not change every time you connect to our network This is useful if you wish to access computer or other connected equipment from outside your property. This may include CCTV cameras, or a home media centre or NAS drive. Please note though that in very rare occassions and as deemed necessary by network engineering team - there may be rare instances where the IP address could change.

The sticky IP address is only available after your service becomes active. You can quickly check what this is by searching 'What is my IP address' in a search engine like Google.

None of our mobile or nbnᵀᴹ plans have lock in contracts, and there are no cancellations fees. You can cancel your plan at any time before the end of your current billing period. For nbnᵀᴹ where you pay for a month in advance, you will not receive a refund or credit for any unused days of the current billing period of your plan that fall after your cancellation date.

The timing of when the modem is dispatched depends on your NBN Service Class and if you indicated a preferred start date for your service during sign up.

The NBN Service Class is usually included on the email correspondence that we send when your service has been ordered.

Guidelines are below.

NBN Service Class	With Preferred Start Date?	Details:
3, 6, 13, 24 and 34	Without	Modems are usually dispatched upon ordering of the NBN Service. This way, the modem can be sent pre-configured and would allow customers to just plug it in upon receipt.
13, 24 and 34 (Moving from another provider)	With and without	We send the modem first (unconfigured) and transfer the service only until we have confirmed that you have received the modem. The reason for this is to minimize downtime as in able for us to send the modem configured, we need the Username. The username can only be obtained when the service is ordered. When we process the order, it would disconnect your service with the other provider and you would not have any connection until you receive the modem which may take 1 to 2 business days.
1,2, 5, 11, 12, 21, 22, 23, 31 & 32	With or Without	We usually send out the modem immediately after ordering the service. If you have provided a preferred start date, we target the ordering close to your nominated date to avoid it being activated way to early that you prefer but still giving ample time for delivery time as appointments for NBN usually happen between 1 to 3 weeks anyway.

The delivery time frame will vary depending on your location and courier. Guidelines are below.

Timing of ordering	Delivery Location	Timeframe
Modem ordered today before 11:00 AM Sydney time	All States except TAS	1 to 2 Business days
Modem ordered past 11:00 AM Sydney time	All States except TAS	Modem will be ordered the next day + 1 to 2 Business days
Modem ordered today before 11:00 AM Sydney time	TAS	2 to 3 Business days
Modem ordered past 11:00 AM Sydney time	TAS	Modem will be ordered the next day + 1 to 2 Business days

Courier details:

StarTrack

https://startrack.com.au/track/search

Contact number: 13 23 45

8am to 6pm, Monday to Friday.

If you’re in WA, 8am to 5.30pm, Monday to Friday.

Excludes public holidays.

Australia Post

https://auspost.com.au/mypost/track/#/search

Contact number: 13 POST (13 7678)

8am–6pm (AEST), Monday to Friday.

Excludes public holidays.

No we do not lock our modems. If you were ever to leave you could use these with most other providers.

To set up your password for your Netcomm NF18MESHG Wifi router, please see the user guide.

Selected homes and businesses serviced by the nbnᵀᴹ network via Fibre to the Node (FTTN) and Fibre to the Curb (FTTC) can now upgrade to Fibre to the Premises (FTTP) with an eligible plan.

The current technology at your home will determine which plan you can upgrade to, check out your options and submit an upgrade request here.

Our Goodness Guarantee trial means if you are not completely satisfied with your Goodtel nbnᵀᴹ or mobile service during the first 14 days of connection we will provide a full refund of your plan fee and any applicable modem charge. This Guarantee is for non-business Goodtel customers.

To initiate a full refund during the trial period you are required to let us know in writing by contacting our Customer Service team using our website contact form. Please ensure that you do so within 14 days of your service being active and include your account number, account name and email address.

If you have purchased an nbnᵀᴹ ready modem from us we will refund the cost of this modem in full. The unit should be returned to us at the address shown below at your own expense. On receipt of the modem by our team we will process a full refund of your plan fee and modem charge within 48 business hours.

Terms and Conditions:

- 14 day trial refunds will only include any applicable pre-paid plan fee or modem charge made during the sign up process.

- 14 day trial refunds for Mobile customers will only be honoured if the mobile number is terminated (achieved by porting to another mobile provider, or terminated by Goodtel customer support) within 14 days of sign up.

- The refund cannot include any nbnᵀᴹ New Development Charge or nbnᵀᴹ Subsequent Line Charge. Note that these are charges passed through from nbnᵀᴹ for new developments and as such cannot be refunded.

- Refunds will be made to the original credit or debit card used during the sign up process. Refunds cannot be substituted by cash or refunded using any other payment method.

- Returned modem must be in good condition. This means no damage to the unit, and the unit must be returned with all associated cables, power adapter and in the original box. Failure to return all parts will prevent us from being able to refund the cost of the modem.

- Modems received without a meaningful reference cannot be accepted by our team. Please ensure you include your account number so that we know who the modem is from.

- The 14 days will commence from the day that your service is activated by nbnᵀᴹ and we send you an email to confirm your 'nbnᵀᴹ Service is Ready to Go!'. Please note that this is not 14 days after you plug in the modem. As such we urge you to begin using your service as soon as you can after the activation date. Refund requests received after 14 days from activation cannot be processed.

Modem Return Address:

Returns Team
Goodtel
10-20 Gwynne St
Cremorne VIC 3121

Yep! As long as it's an active Aussie service which you can receive a verification text message to - you're good!

During sign up, we'll ask you if you want to bring your current mobile number over, or get a new one. The switch won't happen until you receive your SIM card in the mail and then initiate the SIM activation on the Goodtel website, so you're in control.

There shouldn't be any service down time during the switch, and you'll know when it's time to pop your Goodtel SIM in when your old SIM goes into SOS.

Switching can take up to 4 hours, but usually takes only a few minutes. You can initiate your SIM activation at any time, but generally switches are only processed between 8am-6pm on weekdays, and 10am-6pm on Saturdays, Sydney time.

Helpful article: What do I need to provide Goodtel to bring my number over?

Yep!

Double data for 6 months

Get double data for 6 months on our 32GB and above mobile plans. Valid until 31st July, 2023. T+C here.

Refer a good friend

For every friend that you invite to switch to Goodtel, you'll receive $20 off your next bill (and so will they!). Refer friends here.

Bundle & save

Save $5/mth on your mobile plan when you bundle it with an nbnᵀᴹ plan (up to 2 mobile services). You don't need to do anything to get this discount, we'll apply it for you!

You'll pay for your first month of service when you sign up. This amount will be taken off of your first bill.

Helpful articles: I need help with my first nbnᵀᴹ bill

Goodtel's mobile plans are SIM only, which means you will need to BYO device.

SIM only mobile plans allow our customers to keep using their existing mobile handset and get access to great mobile plans without any lock in contracts. Included handset plans are the plans that often provide you with a new handset in return for locking you in to a long contract.

We understand some customers want the latest handset and that's okay with us, you can purchase any handset outright from any retailer and then connect up to Goodtel SIM only plan. Remember whatever you can do to hold on to your existing phone for longer all helps the environment in the long run so please consider this with any new purchase.

Goodtel uses the Telstra Wholesale Network. Click here to learn more.

You can check your coverage here.

No it is not. Currently this feature is unavailable. We expect this to be available in late 2023. Please email hello@goodtel.com.au to express your interest.

Download this guide to getting your voicemail set up

When you are signing up, you'll need to let us know whether you're current provider is pre-paid or post-paid.

If it's pre-paid, we'll ask you for the date of birth associated with the number. If it's post-paid, we'll ask for the account number. These details will need to be an exact match with what your current provider has on record, otherwise the switch will fail.

As another layer to protect your security, during SIM activation, we'll send a verification text message to your current SIM card.

Not sure if your current plan is post-paid or pre-paid?

With post-paid, you receive a bill (generally at the end of the month) to pay for the services you've used. With pre-paid, you pay for your inclusions before you use them.

Yes, you can only switch over a mobile number that is under your name and date of birth with your current provider. To make sure the switch doesn't fail, ensure these details are correct with your current provider.

Helpful article: What do I need to provide Goodtel to bring my number over?

None of our mobile or nbnᵀᴹ plans have lock in contracts, and there are no cancellations fees. You can cancel your plan at any time before the end of your current billing period. For nbnᵀᴹ where you pay for a month in advance, you will not receive a refund or credit for any unused days of the current billing period of your plan that fall after your cancellation date.

To gift your mobile data to another Goodtel service, follow the steps below:

1. Log into the Self Care Portal using your customer account number, email and password

2. Hover over the 'Mobile' drop down menu and then click Active Mobile Services

3. Select the mobile service you wish to gift data from

4. From the menu, select Gift Data

5. Enter the mobile number you wish to gift data to and the amount of data you want to gift.

If you run out data, we'll automatically add 1GB to your allowance for $10 (incl. GST). We'll do this up to 5GB in a monthly plan period.

If you'd like to opt-out of this automatic add-on OR you've run out of data and have already have 5GB worth of automatic add-ons in your billing month, please reach out to us.

Helpful articles: How can I contact Goodtel? and How do I check my mobile data usage?

We'll pop it in your data bank for you to use if you ever run out of data! You can store up to 500GB in your data bank.

Helpful articles: What happens if I run out of data?

You can view your live mobile usage using our Self Care Portal by clicking 'Check Mobile Data' and following the prompts.

We'll also send you a text when you reach 50%, 80% and 100% of your monthly allowance.

Helpful articles: What happens if I run out of data? and What happens to any data I have left over at the end of my billing period?

We'll text you when your data balance is running low. There are two ways you can grab more data. If you run out data and choose not to top up, you won't have access to mobile data until the end of your current billing cycle.

Buy a one-off 3GB for $12.50 (incl. GST)

1. Log in to your Self Care Portal
2. Hover over 'Mobile', and click Active Mobile Services > View next to the service you'd like to update
3. Click Purchase Addon
4. Next to "3GB Data Top up (Once)", click + Activate > Yes
   

The data will be applied immediately, and you can track it in your Self Care Portal. Unused add-on data is forfeited at the end of the current billing period, the data will not be added to your data bank.

Set your account to auto top-up

If you're running out of data often, you may want to consider changing your plan to one with a higher allowance, or setting your account to auto top-up. With auto-top up, we will add 3GB for $12.50 (incl. GST) every time you run out of data, at a maximum of 5 topups per month. To set your account to auto-top up, follow these steps:

1. Log in to your Self Care Portal
2. Hover over 'Mobile', and click Active Mobile Services > View next to the service you'd like to update
3. Click Purchase Addon
4. Next to "15GB Data Topup (Monthly)", click + Enable > Yes.

Unused add-on data is forfeited at the end of the current billing period, the data will not be added to your data bank.

Helpful articles: How do I check my mobile data usage?

Yep! Contact us to change your plan.

You can see our mobile plans here. To change your plan, follow these steps:

1. Log in to your Self Care Portal
2. Hover over 'Mobile', and click Active Mobile Services > View next to the service you'd like to update
3. Click Change Plan and follow the prompts.

Your new plan will be effective from the start of your next month's billing cycle. In the interim, if you've run out of data, you may want to top up your data.

Please note, if you downgrade your plan, you will forfeit any data in your data bank.

To check your voicemail, dial 101. The first time you do this, you will be asked for a PIN number. The PIN number, by default, should be set to 366141. If it's not, please log into your Self Care Portal, navigate to your Mobile page, click Modify Features and hover over the 'i' information box next to 'Reset Voicemail Pin' to get your current pin, or set a new one.

To set up a personalised greeting, dial 101 and select menu option '2' and follow the prompts.

Unfortunately, Goodtel doesn't support visual voicemail at this time. Visual voicemail is an iOS only feature where customers can access their voicemails directly from their Phone app.

To change your voicemail (or other call forwarding/diversion settings), please log in to your Self Care Portal, navigate to your Mobile page and click Modify Features up the top.

From here, scroll down to your Call Forwarding Settings (highlighted in purple in the screenshot below).

From here you can set what you want to happen for the caller for each of the the below scenarios:

• No reply (when you don't answer the call)
• Not reachable (when you don't have service)
• Busy (when you reject the call)

For each of these outcomes, you can set your preferred result for the caller:

• Nothing happens for the caller. If you toggle the outcome 'off', the call will just hang up - they will not be able to leave a message
• Send the caller to voicemail
• Send the caller to another number

Want to send all calls to voicemail or another number?

If you don't want to be notified of any calls, and instead send your callers directly to voicemail or another number, you can toggle 'on' "Call Forwarding - Unconditional".

Our Goodness Guarantee trial means if you are not completely satisfied with your Goodtel nbnᵀᴹ or mobile service during the first 14 days of connection we will provide a full refund of your plan fee and any applicable modem charge. This Guarantee is for non-business Goodtel customers.

To initiate a full refund during the trial period you are required to let us know in writing by contacting our Customer Service team using our website contact form. Please ensure that you do so within 14 days of your service being active and include your account number, account name and email address.

If you have purchased an nbnᵀᴹ ready modem from us we will refund the cost of this modem in full. The unit should be returned to us at the address shown below at your own expense. On receipt of the modem by our team we will process a full refund of your plan fee and modem charge within 48 business hours.

Terms and Conditions:

- 14 day trial refunds will only include any applicable pre-paid plan fee or modem charge made during the sign up process.

- 14 day trial refunds for Mobile customers will only be honoured if the mobile number is terminated (achieved by porting to another mobile provider, or terminated by Goodtel customer support) within 14 days of sign up.

- The refund cannot include any nbnᵀᴹ New Development Charge or nbnᵀᴹ Subsequent Line Charge. Note that these are charges passed through from nbnᵀᴹ for new developments and as such cannot be refunded.

- Refunds will be made to the original credit or debit card used during the sign up process. Refunds cannot be substituted by cash or refunded using any other payment method.

- Returned modem must be in good condition. This means no damage to the unit, and the unit must be returned with all associated cables, power adapter and in the original box. Failure to return all parts will prevent us from being able to refund the cost of the modem.

- Modems received without a meaningful reference cannot be accepted by our team. Please ensure you include your account number so that we know who the modem is from.

- The 14 days will commence from the day that your service is activated by nbnᵀᴹ and we send you an email to confirm your 'nbnᵀᴹ Service is Ready to Go!'. Please note that this is not 14 days after you plug in the modem. As such we urge you to begin using your service as soon as you can after the activation date. Refund requests received after 14 days from activation cannot be processed.

Modem Return Address:

Returns Team
Goodtel
10-20 Gwynne St
Cremorne VIC 3121

There are two ways to check your remaining data balance.

The simplest way:

Call *159# from your phone that has the Goodtel SIM in. When you press the call button, your remaining data will show up on the screen.

If you're having trouble with the above, you can also check your balance in the Self Care portal:

1. Log into Self Care Portal
2. Hover over 'Mobile' in the top menu, and click Active Mobile Services
3. Click View against the service you want to check the balance for
4. At the top of your dashboard, you will be able to see your remaining balance.

Click here to find our critical information summary for our mobile service.

How to activate your SIM when you're bringing your existing number over to Goodtel

When your SIM arrives in the post, keep your current provider's SIM card in your phone for now and follow these steps:

1. Head to the Self Care Portal (within a couple of days of signing up, you should've been sent your account number and instructions on setting up your log in)
2. Once you're there, click 'Mobile' > 'SIM activations' and follow the prompts to activate.

During the process, we will text a verification code to your current SIM card, so make sure you've got your phone on you!

You'll know that the activation is done when your current provider's SIM goes into SOS, at which point you can pop your Goodtel SIM in!

How to activate your SIM when you're activating a brand new number

When your SIM arrives in the post, follow these steps to activate it:

1. Head to the Self Care Portal (within a couple of days of signing up, you should've been sent your account number and instructions on setting up your log in)
2. Once you're there, click 'Mobile' > 'SIM activations' and follow the prompts to activate.

When you are signing up, you'll need to let us know whether you're current provider is pre-paid or post-paid.

If it's pre-paid, we'll ask you for the date of birth associated with the number. If it's post-paid, we'll ask for the account number. These details will need to be an exact match with what your current provider has on record, otherwise the switch will fail.

As another layer to protect your security, during SIM activation, we'll send a verification text message to your current SIM card.

Not sure if your current plan is post-paid or pre-paid?

With post-paid, you receive a bill (generally at the end of the month) to pay for the services you've used. With pre-paid, you pay for your inclusions before you use them.

Yes, you can only switch over a mobile number that is under your name and date of birth with your current provider. To make sure the switch doesn't fail, ensure these details are correct with your current provider.

Helpful article: What do I need to provide Goodtel to bring my number over?

You can initiate your SIM activation at any time, but generally activations are only processed between 8am-6pm on weekdays, and 10am-6pm on Saturdays, Sydney time.

If you're bringing your current number over to Goodtel, your activation can take up to 4 hours, but usually only takes a few minutes. You won't have any down time during the process - when your current SIM goes into SOS, that's your cue to pop your new, really good, Goodtel SIM in.

If you're having trouble activating a brand new number and it's not clear what the next steps are in the Self Care Portal, please contact us so that we can help you out.

If you're having trouble activating your SIM when you're bringing your existing number over to Goodtel, see this article: My number transfer to Goodtel failed

If you've received a text from us that your number transfer failed, there are two main things to check before resubmitting your activation in the Self Care Portal.

Most of the time, the reason that the transfer fails is that the details you provided us don’t match the details your previous provider has for your number.

1. Were you on a prepaid or postpaid plan with your previous provider? Before you resubmit your activation in the Self Care Portal, double check if your current plan is prepaid or postpaid. With postpaid, you generally receive a bill to pay at the end of the period. With prepaid, you pay for set inclusions in your plan in advance, generally via an automatic charge on the same day every month.

2. Is your number definitely under your name with your previous provider? Make sure the account you're transferring from is in your name. The details (like name and date of birth) that your previous provider has on file will need to match what you're providing to Goodtel.

If you've checked all of the above, and your resubmission failed again, please contact us so we can help you out.

The verification SMS will be sent to your current provider's SIM card, so make sure that it's active and in your phone. It can take up to ten minutes to arrive.

If it's been more than ten minutes, please contact us so that we can have a look at what may be happening.

Please refer to the the international calling rate card here for details of individual countries.

Goodtel offers two international roaming packs, for use in around 60 countries.

We encourage travellers to also look into local SIM options in the country they're travelling, as this may be more cost effective. If you have a dual SIM phone, you can have your Goodtel SIM active alongside the local SIM, and set your data usage to come off of your local SIM.

Our roaming packs are as follows:

International Roaming Travel Pack	Cost	Standard Voice Calls	Standard SMS	Data Allowance
7 Day Pack	$40	30 mins (includes both incoming and outgoing)	30	5GB
14 Day Pack	$60	60 min (includes both incoming and outgoing)	60	10GB

Helpful articles: How do I purchase an international roaming pack? and Which services will work overseas without an international roaming pack?

1. Log into the Self Care Portal using your customer account number, email and password
2. Click Mobile and click Manage next to the mobile service you wish to add an international roaming travel pack to
3. From the Manage Menu next to the mobile number in the top left select Manage Bolt On
4. Choose the roaming pack you would like and then Activate.

Note: After you click Activate a charge will apply to your account so please only Activate when you are ready. You can access the Self Care Portal while you are outside of Australia without incurring data charges so that you can purchase and activate international roaming packs.

You'll receive alerts when you have used about 50%, 85% and 100% of your pack inclusions.

Roaming packs will work up until 11.59PM (Sydney time) on the last day of your pack. So, if you activate at 2pm on Monday, your 5 day travel pack will cease to work at 11.59pm on Saturday. Any unused inclusions are forfeited on the expiry of your pack.

Goodtel's international roaming packs are available for use in around 60 countries:

• Austria
• Belgium
• Brazil
• Bulgaria
• Cambodia
• Canada
• China
• Croatia
• Czech Republic
• Denmark
• Estonia
• Fiji
• Finland
• France
• Germany
• Greece
• Guernsey (UK)
• Hong Kong
• Hungary
• India
• Indonesia
• Ireland
• Isle of Man (UK)
• Israel
• Italy
• Japan
• Latvia
• Lithuania
• Luxembourg
• Macedonia
• Malaysia
• Mexico
• Netherlands
• New Zealand
• Nigeria
• Norway
• Papua New Guinea
• Philippines
• Poland
• Portugal
• Qatar
• Republic of Korea
• Romania
• Russia
• Samoa
• Singapore
• Slovak Republic
• South Africa
• Spain
• Sri Lanka
• Sweden
• Switzerland
• Taiwan
• Thailand
• Tonga
• Turkey
• UK
• USA
• Vanuatu
• Vietnam

Helpful articles: How do I purchase an international roaming pack?

Without an international roaming pack, you won’t be able to use data unless connected to a WiFi network or receive or make any calls. You will, however, still be able to receive texts in any country that has an available mobile network for where you are (it doesn’t need to be an approved roaming country), but you won’t be able to send a text message (unless it's an iMessage on your iOS device and you are connected to WiFi).

For your safety when travelling, without a roaming pack, you can also call 112 in an emergency anywhere with a mobile network and this will route to the local emergency service – again, you will be able to do this even in a country that’s not an approved roaming country as long as there is an available mobile network where you are.

All of our mobile plans, excluding our 10GB plan, include unlimited standard international calls and text to 15 approved countries:

Bangladesh	Canada	China
Greece	Hong Kong	India
Ireland	Japan	Malaysia
New Zealand	Singapore	South Korea
Thailand	United Kingdom	USA

Want to call more countries?

Customers on our 10GB plan, or customers on other plans who would like to access unlimited standard international calls and text to more countries, are able to add one of the below $5/mth packs to their monthly plan. The add-on will remain on your monthly plan unless you remove it.

You can add a pack by logging in to the Self Care Portal and clicking Mobile > Active Mobile Services > View (next to service you'd like to add on to) > Purchase Addon > Pick add on that you'd like > +Enable > 'Yes'.

Name of pack	Monthly cost	Calling minutes per pack
International Calling - Monthly (60)	$5	60
International Calling - Monthly (120)	$5	120
International Calling - Monthly (300)	$5	300

Included countries per pack:

International Calling - Monthly (60)

Bangladesh, Bhutan, Brunei, Cambodia, Canada, China, Greece, Hong Kong, India, Iran, Iraq, Ireland, Japan, Lao, Malaysia, Mongolia, Nepal, New Zealand, Nigeria, Pakistan, the Philippines, Singapore, South Africa, South Korea, Sri Lanka, Thailand, Turkey, United Kingdom, USA, Vietnam.

International Calling - Monthly (120)

Andorra, Bangladesh, Brazil, Canada, China, Cyprus, Czechia, Denmark, Estonia, France, Germany, Gibraltar, Greece, Greenland, Guam, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Korea (the Republic of), Luxembourg, Macao, Malaysia, Mexico, Monaco, Morocco, New Zealand, Norway, Romania, Singapore, Slovakia, Spain, Taiwan (Province of China), Thailand, Ukraine, United Kingdom, USA.

International Calling - Monthly (300)

Bangladesh, Brazil, Canada, China, Colombia, Costa Rica, Denmark, Greece, Guam, Hong Kong, Iceland, India, Ireland, Israel, Japan, Malaysia, Mexico, Mongolia, Morocco, New Zealand, Norway, Panama, Peru, Puerto Rico, Romania, Singapore, South Korea, Thailand, United Kingdom, USA.

More details on the international calling packs:

All packs include unlimited standard international SMS to listed countries. You cannot have two of the same pack type active at once. Two separate types of pack can be active concurrently. If packs are active concurrently, then your allowance from the pack with more minutes will be used first, where permitted based on included countries. Any unused calling minutes are forfeited at the end of the current billing period. If you cancel a recurring pack, this will take effect at the end of the current billing period. Cancelling a recurring pack will not impact any other purchased recurring packs.

As long as it's an nbnᵀᴹ compatible modem, in most cases yes you can. We can't guarantee every modem will work on our network but we will do our best to get you connected. If you have an old modem that isnt nbnᵀᴹ ready you can send it to us at 20/40 Meagher St, Chippendale NSW 2008 and we will arrange to have it recycled. Alternatively, your local Officeworks should be able to recycle it for you too.

Please note, if you BYO modem, you will need to configure it for your new connection. We will send you a general guide on how to do this, but it does vary by modem.

For HFC, FTTN, FTTB or FTTC connections, your original service will stop working automatically when your Goodtel service becomes active. You may want to check with your previous provider that they have stopped billing you - but this should occur automatically.

For FTTP and Fixed Wireless connections you will need to advise your previous provider that you wish to cancel their service once you have had confirmation from Goodtel that your service is active with us. Do not cancel your service before having this confirmation from Goodtel.

Find out what type of connection you have at your home by heading here, clicking 'pick an nbnᵀᴹ plan' and using our address checker.

Turn your business communications into a force for good.

Goodtel offers a range of solutions for business:

• nbnᵀᴹ
• Mobile services
• SIP
• Cloud PBX
• Payments

Find out more or get in touch here!

Goodtel provides HFC, FTTN, FTTB, FTTC, FTTP and Fixed Wireless nbnᵀᴹ services as well as nbnᵀᴹ TC2 for businesses.

Goodtel uses the Telstra Wholesale Network. Click here to learn more.

You can check your coverage here.

A cloud pbx is a phone system that is connected to your internet connection rather than the traditional phone network. Cloud PBX's work much in the same way as a tradtional PBX or phone system but come with a range of features to help productivity whilst offering cost savings at the same time. Goodtel's Cloud PBX allows businesses to add or remove team members easily, answer calls via a virtual receptionist, route calls based on the time of day or location of the caller plus much more.

Our Goodness Guarantee trial means if you are not completed satisfied with your Goodtel nbnᵀᴹ or Mobile service during the first 30 days of your business connection we will provide a full refund of your plan fee and any applicable modem charge.

To initiate a full refund during the trial period you are required to let us know in writing by contacting our Customer Service team using our website contact form. Please ensure that you do so within 30 days of your service being active and include your account number, account name and email address.

If you have purchased an nbnᵀᴹ ready modem from us we will refund the cost of this modem in full. The unit should be returned to us at the address shown below at your own expense. On receipt of the modem by our team we will process a full refund of your plan fee and modem charge within 48 business hours.

Terms and Conditions:

- 30 day trial refunds will only include any upfront, modem or hardware charges paid during the sign up process.

- The refund cannot include any nbnᵀᴹ New Development Charge or nbnᵀᴹ Subsequent Line Charge. Note that these are charges passed through from nbnᵀᴹ for new developments and as such cannot be refunded.

- Refunds will be made to the original credit or debit card used during the sign up process. Refunds cannot be substituted by cash or refunded using any other payment method.

- Returned modem and/or other hardware must be in good condition. This means no damage to the modem and/or other hardware, and the modem and/or other hardware must be returned with all associated cables, power adapter and in the original box. Failure to return all parts will prevent us from being able to refund the cost of the modem and/or other hardware.

- Modems and/or othert hardware returned without a meaningful reference cannot be accepted by our team. Please ensure you include your account number so that we know who the modem and/or other hadrware is from.

- The 30 days will commence from the day that your service is activated by nbnᵀᴹ and we send you an email to confirm your 'nbnᵀᴹ Service is Ready to Go!'. Please note that this is not 30 days after you plug in the modem and/or other hardware and we urge you to begin using your service as soon as you can after the activation date. Refund requests received after 30 days from activation cannot be processed.

Modem and Hardware Return Address:

Modem and Hardware Returns

Goodtel

Level 4, 80 Market St

South Melbourne, Victoria, 3205

nbn™ enterprise ethernet is grade fibre service that delivers bandwidth with the highest speeds, performance and reliability available across the nbn ethernet access network. nbn™ enterprise ethernet comes with High and Low Class of Service (CoS).

A Low CoS is when the bandwidth is not guaranteed. Your bandwidth will be dependent on how else your network is being used.

A High CoS means you will have 100Mpbs at the Network Termination Device (NTD) available at all times, no matter how else the network is being used.

High CoS costs more as you get the dedicated speed guarantee and is ideal for businesses that use data reliant applications, including voice, video conferencing and CRM database queries.

This will be dependent on the technology already available at the site. Our team will be able to advise on timelines when you share the address details of the site you wish to connect.

Goodtel does not have any connection fees with our nbn™ enterprise ethernet. nbn™ however may have associated connection fee charges subject to site qualification. This will be dictated by the nbn™ and is not associated with Goodtel.

Our business nbn™ is a great alternative, speak to our team today about how we can support your business.

The nbnᵀᴹ billing period is from the first to the last day of the month. On your first bill, you will have a prorated charge from your activation date to the end of that month, and also your first full month in advance. The upfront payment that you made at sign up will be deducted from this total amount.

For example, if I order the Superfast nbnᵀᴹ plan at $98/mth on the 11th of March, then I will pay $98 at the time of ordering. Say my nbnᵀᴹ is then activated by Goodtel on the 15th of March. I will receive my first nbnᵀᴹ bill in the first week of April, which will be for the period of 15th of March to 31st March and also one month in advance from 1st of April to the 30th of April. The $98 payment I made on sign up will be deducted from the total bill amount. All subsequent bills will be sent in the first week of the month for the period of that month.

You'll pay for your first month of service when you sign up. This amount will be taken off of your first bill.

Helpful articles: I need help with my first nbnᵀᴹ bill

If you have not paid your invoice within 5 days after the monthly due date there will be a $15.00 ex GST debit added to your account. If two invoices go unpaid, we will suspend your services until payment is made. The due date is the 15th of every month.

We understand that sometimes you may not be able to pay your Goodtel bill on time. However, if you know this in advance, it is always best to request a payment extension or payment plan to let us know. You can do so by sending an email to orders@goodtel.com.au or calling us on 1800 11 GOOD (4663).

Getting a payment extension or a payment plan will help you avoid potential late payment fees and suspensions to your service(s).

None of our mobile or nbnᵀᴹ plans have lock in contracts, and there are no cancellations fees. You can cancel your plan at any time before the end of your current billing period. For nbnᵀᴹ where you pay for a month in advance, you will not receive a refund or credit for any unused days of the current billing period of your plan that fall after your cancellation date.

If the balance shows a negative amount, you do not need to make another payment. Here are some reasons why your balance may show a negative amount:

• You're a new customer
  The negative balance is usually your pre-payment amount when you first signed up. This amount sits on your account as a credit while waiting for your service to be connected. This amount would be covered when your first bill is generated.
• You're an existing customer
  If you have been a long-time customer and you see negative balance on your account, it is possible that you have overpaid your last bill or a credit has been applied on your account that is more than the actual amount due. If you want to receive this negative balance back, we can arrange a refund for you within 3-5 business days or you can leave this on your account to cover you for the next month's payment.

We will email you your bills monthly, usually in the first week. You can also access your bill in the Self Care Portal.

In order for Goodtel to keep its administration costs down and maximise the donations we can provide to our charity partners, we ask all of our customers to pay their bills via direct debit.

To set up direct debit, log into your Self Care Portal > click $ Payment up the top > click Direct Debit Setup and follow the prompts.

We accept direct debit via bank account, Visa, MasterCard and American Express.