Frequently Asked
Questions
How can we help you?
FAQ - Phone
Phone
To set up call forwarding, please provide the following information:
Your landline number and the forwarding number
The forwarding type:
-Working hours
-After hours
-Always forwarding
Once confirmed, please send this information to our customer service team for processing. Thank you.
OCCOM offers landline (VoIP) services for customers who have an active OCCOM broadband connection. Please note that we do not provide landline service as a standalone product.
1. Activation Timeframe
New landline number: Activation is typically completed within 24 hours.
Porting an existing number: The process generally takes 2 to 3 weeks. Delays may occur during public holidays such as Christmas.
2. Number Porting Requirements
To port your existing landline number to OCCOM, please prepare the following:
A completed Number Porting Authorization Form (please contact our support team to obtain and submit this form).
A recent phone bill (issued within the past 3 months) showing your name and the number you wish to port.
Important notes:
-The number to be ported must be active. Disconnected or pending-cancellation numbers cannot be ported.
-Porting is scheduled Monday to Friday between 10:00 AM and 4:00 PM. Porting outside business hours may incur additional fees—please consult our team for details.
-On the day of porting, service will be interrupted for approximately 1–4 hours. You may need to reconfigure your VoIP settings after the port is completed.
3. Equipment & Configuration
To use OCCOM landline services, you will need:
-A VoIP-compatible router (look for a “Phone” port on the back of the device)
-A VoIP phone, or a standard landline phone with a VoIP adapter
-A stable internet connection
Once your service is ready, our team will provide you with:
– VoIP username and password
– Configuration details, including SIP server address
OCCOM offers landline (VoIP) services for customers who have an active OCCOM broadband connection. Please note that we do not provide landline service as a standalone product.
1. Activation Timeframe
New landline number: Activation is typically completed within 24 hours.
Porting an existing number: The process generally takes 2 to 3 weeks. Delays may occur during public holidays such as Christmas.
2. Number Porting Requirements
To port your existing landline number to OCCOM, please prepare the following:
A completed Number Porting Authorization Form (please contact our support team to obtain and submit this form).
A recent phone bill (issued within the past 3 months) showing your name and the number you wish to port.
Important notes:
-The number to be ported must be active. Disconnected or pending-cancellation numbers cannot be ported.
-Porting is scheduled Monday to Friday between 10:00 AM and 4:00 PM. Porting outside business hours may incur additional fees—please consult our team for details.
-On the day of porting, service will be interrupted for approximately 1–4 hours. You may need to reconfigure your VoIP settings after the port is completed.
3. Equipment & Configuration
To use OCCOM landline services, you will need:
-A VoIP-compatible router (look for a “Phone” port on the back of the device)
-A VoIP phone, or a standard landline phone with a VoIP adapter
-A stable internet connection
Once your service is ready, our team will provide you with:
– VoIP username and password
– Configuration details, including SIP server address
For Occom Devices:
The device supplied by Occom has been pre-configured by our technicians. No additional setup is required unless the router or modem has been reset to factory mode.
If you are using your own router/modem, connect the WAN port of the Landline/VoIP device to a LAN port on your router/modem using an Ethernet cable.
For BYO (Bring Your Own) VoIP Devices:
Please check your Activation email get the service details
Connecting Your Telephone Handset
Once your VoIP device is connected to the internet, use a standard telephone cable to connect your handset to the Phone port on the VoIP device.
When correctly connected, you should hear a dial tone.
If the configuration and physical connections are correct but the service still cannot make or receive calls, please perform the following tests and take note of the results.
Inbound: Call your landline number from a mobile or other landline. Note what you hear (e.g., ringing, error message).
Outbound: Call a mobile or landline number from your landline. Note whether the call connects and what tone you hear.
To help us investigate, please send us at least three call samples in the following format:
– Calling Number (A):
– Called Number (B):
– Date & Time:
– Symptom: (e.g., no tone, fast busy tone, rings but no sound)
– Any 1300/1800 number involved (if applicable):
Once received, our technical team will review and assist further.
We currently offer two home phone plan options:
– Unlimited Local Call Plan – $20/month. Includes unlimited calls to Australian landlines and 400 minutes to Australian mobile numbers.
– PAYG Home Phone Plan – $5/month. Includes 60 minutes of calls to Australian landlines.
You can choose the plan that best suits your calling habits and needs.