Help & FAQs


About Bendigo Bank Telco


Why is Bendigo Bank offering Telco services?

Just as it did with banking, this is another way for Bendigo Bank to deliver services – in this case phone and internet services – that are good for you and your local community. 

How does Bendigo Bank Telco differ from other telco providers? 

Bendigo Bank Telco delivers competitive products and services, but differs from other telecommunication companies by returning a portion of profits to the communities in which it operates. 

We’ve gone out of our way to build a company and provide great value services for you. When money stays in the community, everyone benefits.

Why should I buy from Bendigo Bank Telco?

Bendigo Bank Telco provides great value telco services that will benefit you and your community. We aim to provide a service that’s second to none with all of our operations located within Australia – including our call centre.

What does Bendigo Bank Telco stand for?

Bendigo Bank Telco provides a competitive alternative in the telco industry, keeping profits in local communities. Our philosophy is underpinned by the belief that successful customers create successful communities that provide for sustainable business opportunities – and that’s good for everyone.

How do communities benefit?

Bendigo Bank Telco does things differently from other telcos. We know that businesses can prosper with community support and communities can prosper with business support.




How can I prevent Telemarketer calls?

You can list your personal number on the Do Not Call Register. This is a government register designed to minimise unsolicited calls.

For more information about the Do Not Call Register please see our Fact Sheet here.

What number do I call to access Directory Assistance?

1223 is the free Directory Assistance number. 

In the event of a Natural Disaster, what assistance can Bendigo Bank Telco offer to customers? 

To support customers who are impacted by natural disasters, Bendigo Bank Telco has in place a ‘Natural Disaster Assistance Package’.

While we can come to some level of understanding as to how a natural disaster may affect our customers we will never truly understand the full impact. For this reason we have put together the following Natural Disaster Assistance Package that will assist our customers during this challenging time..

For more information about our Natural Disaster Assistance Package see our Fact Sheet here.

Can I have all my services on one bill?

Yes – we make it easy to understand and manage your telecommunications costs by providing a single bill. It will show all the fixed line, mobile and internet services you have with us.

How often will I receive a bill?

You will be billed monthly.

How can I pay my account?

We offer a range of payment methods including:

  • Direct Debit (from Bank account or credit card)
  • Online Payment with credit card
  • Telephone us to make a payment with a credit card
  • Via Cheque or Money order
  • Via BPAY
  • Pay at any Bendigo Bank branch

Why should I sign up to Direct Debit?

Direct debit is a simple and convenient way to pay your Bendigo Bank Telco bill. Once it’s set up you don’t need to think about it again. However, you can still keep track of how many calls you make and your internet usage through your online account.

Can I receive my invoice electronically?

Of course – we can email your invoice to you each month. You can also use our online customer portal, MyServiceCentre to view your usage during the month and pay your invoice online. 

Do you offer Priority Assistance?


Can I switch to Bendigo Bank Telco if I am still on contract with my current provider?

Yes, but you may still need to pay out your existing contract, just as you would if you cancelled the service.

How do I know if my services are under contract?

You can contact your current provider directly and request this information.

How long does it take to transfer my landline?

The transfer generally takes between 5 and 10 working days, but as soon as you sign up with us we take responsibility for the service.

Why is the line rental so high on my first bill?

Most telco providers bill in advance for their services and equipment fees, but some bill in arrears. When you transfer to Bendigo Bank Telco you are billed in advance for the month. Your first account from us will generally cover approximately 6 to 7 weeks of service, depending on what point in the month you sign up. As this first account will cover more than a month’s expenses, it will be higher than your normal monthly account. 

You sign up with Bendigo Bank Telco and your services are transferred on 14th September.

  • On 5th October you will receive your Bendigo Bank Telco account with usage charges for calls made from the 14th of September to the 30th of September and service(s) and equipment charges from 15thSeptember to 31st October.
  • Your final account from your previous provider should contain usage charges for period 1st to 14thSeptember and a line rental credit for the period of time you paid in advance (14th September – 30thSeptember)
  • Your second invoice from Bendigo Bank Telco will contain usage charges for calls made during October and service(s) and equipment from 1st November to 31st November.

Do you have specific product offers to service individuals with disabilities?

As a community focused organisation we are constantly looking for new ways to support our fellow community members, including those who live with a disability. Currently we do not have specific product offers that service individuals with disabilities but we are always happy to help where we can. If you have a specific need feel free to talk to our customer care team to see if we can point you in the right direction.

Where can I get user guides for my new hardware? 

User guides can be found here. If the can't find the user guide you require, try the manufacture's website. 


What is a megabyte?

A megabyte (MB) is the term used to describe a unit of data. Data is used every time you view or download anything from the internet, so to understand what data plan would best suit your needs, it is important to understand how much data you are using
Data usage can also be represented as Bytes, kB, MB or GB. To help you understand how they relate to each other use the below;
1kB = 1024 Bytes
1MB = 1024kB
1GB = 1024MB
Trying to add up your potential data usage may seem like challenging but with a little common sense and mathematics it isn't too hard to figure out best plan to suit your needs.

What is a gigabyte?

A Gigabyte (GB) is the term used to describe a larger unit of data. A GB is measured as 1,024 MB. As most data plans are now measured in GB's, it is important to understand how to many GB's of data you need based on your expected usage. To do this, add up your expected usage in MB and divide by 1024. For example, if I estimated I would use 20,480MB of data, this would be 20GB.


How do I select the best mobile plan for me?

When selecting a mobile plan, it is important to consider a couple of things :
1. Your mobile usage (Number of SMS/MMS, voice calls and data usage)
2. What is included in the mobile plan (Value of SMS/MMS, voice calls and data usage)
It is important to make sure that the included value in the plan, meets your usage requirements. For example, if you use you mobile predominantly for SMS, then selecting a plan with a high amount of included SMS should be considered. However, if you only use your phone for voice calls and hardly ever use SMS, then a plan with a high amount of included call value would be more appropriate.


How much data do I need on my plan?

Everyones requirements will be differnet, however as a guide the following estimates the amount of data used when viewing or downloading music, movies, emails etc. from various sources:

  • View Approx 20 pages on the internet = 1MB
  • 4 minute MP3 (Music file) = 5MB
  • 5 minute Movie trailer = 30MB
  • Single page email = 0.01MB
  • Single page word document = 0.02MB
  • Single page text document = 0.01MB
  • Single page Acrobat attachment =0.05MB
  • PowerPoint attachment =0.5MB
  • Viewing 5 min You Tube clip = 10MB
  • iTunes Song = 5MB

MyServiceCentre (Customer Portal)


What is MyServiceCentre?

MyServiceCentre gives you access to view the usage on all of your Bendigo Bank Telco services, view and download your invoices and see any account payments.

How do I access it?

1) Click on the login button on the top right (or click here)
2) Enter your Username and Password
3) Click Enter.

Where do I find my username and password

Your username is the email address you provided when you signed up. You should have received an email with your username and password when you signed up. If you haven’t received this email please contact our friendly Customer Care centre on 1300 737 881 during office hours 8:30am to 8.00pm, Monday to Friday(AEST) and 9.00am to 12.00pm Saturdays and we’ll be able to help.

How do I change my password?

Once you’ve logged in you can change your password by clicking on the ‘Change  Password’ tab on the right hand side. We recommend you do this the first time you login.

Can I pay my account online?

We’re working to offer online payment capability soon. 

How do I track my order?

We will email you with your order progress and if you’ve ordered hardware we’ll also include your tracking number so you can monitor the delivery using Toll’s website (here).




What’s a SIM card?

A SIM card is a small chip that fits inside your phone giving you access to a mobile network. Your phone number is linked to your SIM card. When you sign up with us for a mobile plan we will send you one with your new phone (or to put in your existing phone). 

Which one do I need?

There are a few different SIM card types available. If you're not sure which SIM card you need, either check your Mobile User Manual or give us a call 1300 737 881 and one of our friendly representatives will help you work out which one you need.

What happens to my contacts?

Copying contacts from your existing phone and SIM can vary depending on the device you have. Most phones have a setting that allows you to copy your contacts from your SIM. Check your User Manual for the specific instructions on your specific device.

How will I put the SIM card in my phone?

For most mobile phones and smartphones (non iPhones):

  1.        Carefully push the SIM card out of the wallet-sized plastic card carrier
  2.        Turn your phone off.
  3.        Remove the back panel of your phone and the battery. You'll see a SIM card slot.
  4.        Most phones will show you the direction your SIM needs to be put into the phone in (or refer to your user manual)
  5.        Insert your SIM into the SIM slot
  6.        Replace the battery and battery cover


For iPhones:

  1.        Carefully push the SIM card out of the wallet-sized plastic card carrier
  2.        Locate the SIM card slot on the side of your phone
  3.        Press a Paper clip or SIM eject tool (which came with your phone) into the hold next to the slot. The tray should eject.
  4.        Insert your SIM card into the tray. IMPORTANT: If your SIM doesn't fit perfectly give us a call on 1300 737 881 so we can help ensure you have the correct SIM.
  5.        Push the SIM tray into the SIM slot


How long will I take for my SIM to arrive?

Once your order is processed and completed, your SIM card should arrive in the post within 3-5 business days. This of course is dependent on Australia Post, which can be out of our control!

How will I activate it?

To activate your SIM card, simply contact our friendly Customer Care centre on 1300 737 881 during office hours 8:30am to 8.00pm, Monday to Friday(AEST) and 9.00am to 12.00pm Saturdays. 

Does it cost anything to replace my SIM cards?

No, but we have a limit of 3 per year for each service. 

What is International Roaming / Global Roaming?

The term international roaming is used to describe your use of a mobile network during your travel overseas. While you are in another country, the charges incurred for using your mobile service will be decided by the operator of the network that you use whilst overseas. The international network operator will provide the charges incurred to your existing mobile service provider; who will charge these to you.

For more information about International Roaming please see our Fact Sheet here.

If your mobile service uses the Optus Network, click here for international roaming rates.

How are my total included minutes calculated?

When calculating the total minutes used during a month, the length of each call is rounded up to a whole minute. For example, if you make a mobile call which lasts for 2 min and 18 sec, this will count towards 3 min of your included minutes for the month.

What call types count towards my included minutes?

The following call types will count towards your included minutes

  • Standard calls to mobile in Australia
  • Standard national calls to Australian Number
  • National Diversion
  • Voice Mail retrievals
  • Calls to 13/1300 Numbers
  • Calls to 1800 Numbers.

Can I keep my existing mobile number?

Yes, although we cannot carry across saved voicemail messages from your current provider.

My phone is asking me for a PUK code – what is that?

Being asked for a PUK code occurs when an incorrect PIN has been entered into your mobile phone a number of times. This security measure is built in to prevent unauthorised use of your phone. If you do not know what your PUK code is, contact us and we can help. 

What is 4G?

'4G' is the fourth generation of cellular technology. This new technology can deliver significantly enhanced data capacity and coverage when compared to existing 3G technology.

What do I need to access 4G and what areas have 4G network coverage?

Bendigo Bank Telco uses the Optus 1800 MHz band to deliver 4G services. To access this capability you will need to be in a 4G coverage area and be using a 4G enabled device/handset. The Optus 4G Network is available in selected areas. Outside 4G coverage areas compatible handsets will switch to the Optus 3G network. To find out more about 4G compatible devices talk to our Customer Centre on 1300 737 881. To check coverage go here

What should I consider when using the 4G network?

Importantly if you have a compatible handset and you are in a 4G coverage area you will download data at significantly faster rates. This could see you using more data than you realised. Take advantage of our MyServiceCentre application to help you monitor your data usage and limit over expenditure. You may like to consider using alternatives such as enabling Wi-Fi on your device to limit your data use.

To help you estimate your data usage go here



Mobile Broadband


What is Mobile Broadband?

Mobile Broadband is wireless internet accessed through a portable modem, mobile phone, USB wireless modem, tablet or other mobile devices.


What happens if I go over my data allowance?

Once you go over your included data allowance on your Mobile Broadband service you will incur excess usage. The service will not be “shaped” (speed restricted).

Bendigo Bank Telco will issue notifications at 50%, 85% and 100% of your monthly quota and this will help you manage your usage and your expenditure.


Will I be able to monitor my usage?

Yes you will be able to. You can track your data usage by logging in to MyServiceCentre, but please note that these records may be delayed by up to 48 hours.


How do I activate my Mobile Broadband service?

We will send you a SIM card to put in your device. To activate your SIM card, simply contact our friendly Customer Care centre on 1300 737 881 during office hours 8:30am to 8.00pm, Monday to Friday(AEST) and 9.00am to 12.00pm Saturdays


What do I need to use my Mobile Broadband Service?

 Once you receive your Mobile Broadband SIM card, you’ll need one of the following hardware options:

  • A USB modem (dongle) and a computer/device with a USB port
  • WiFi hotspot and a WiFi enabled computer/device
  • Compatible tablet device with a SIM card slot


How do I set up my Mobile Broadband connection with my iPad / Tablet?

When you select Bendigo Bank Telco for your Mobile Broadband service we will send you a SIM card to use in your iPAD/Tablet.

Simply insert the SIM card into the SIM card slot on the device and you should be ready to go.

Should you have any problems setting up your iPAD/Tablet, please contact our Customer Centre who will be happy to walk you through the process.


How do I know if there is coverage in my area?

Check your location on our coverage map on our website. It’s updated directly from our network wholesaler, Optus.


What can affect my Mobile Broadband connection?

There are a few factors which can affect your Mobile Broadband connection and speed, these include the following:

  • Distance from the nearest mobile phone tower
  • The number of people using the mobile network in the area
  • The type of building mobile broadband is used in
  • The location of the USB modem
  • Surrounding buildings which could be interfering with mobile signals

Can I make calls and/or sent SMS using my Mobile Broadband service?

You can use your Mobile Broadband to make and receive SMS messages.

Your Mobile Broadband service cannot be used to make calls by itself.

To make calls using your Mobile Broadband service, you will need to have a voice service which operates over your data connection. These type of services are called VoIP services. If you have a VoIP service you will be able to make and receive calls using your Mobile Broadband service. The call rates will be determined by your VoIP provider.



Do I get pro rata charges and how much data will be usable for the first month?

Included data and minutes are based on a full calendar month. If you are activating mid month you will receive a portion of your monthly call and data allowance.

Here's an example...

If your plan includes 6 GB (Gigabytes) of data and you activate half way through the month you only have 3 GB (Gigabytes) to use before the end of the month - Don't worry, you only pay for half too


Can I use my device overseas? 

Yes, however you will need to call us to have international roaming activated on your service before leaving Australia. Data used while overseas will not count towards your included data allowance and will be charged at a rate levied by the overseas carrier.


Can I tether my device to another service? 

Tethering allows you to use a mobile phone or mobile tablet device as a USB modem or WiFi hotspot to connect another device to a Mobile Broadband service (e.g. desktop PC).

Tethering is available on most Tablets, however on some devices (e.g. iPads, iPhones) the network does not allow tethering.


My mobile broadband has stopped working, why?

There are many reasons why this has happened, most can be solved by turning your device off and removing the battery, and then turning it back on again.

Other possible reasons could include,

  • Coverage issues
  • Your device has stopped or lost its WiFi Hotspot
  • Your device may have a data limit setting, which has been reached (This is a device setting and not a Bendigo Bank Telco setting. Excess data is charged at $0.02c per MB).

If any of these don’t exist or you are still experiencing issues, please call our Customer Centre Team 1300 737 881.


How do I configure my own device if I have a sim only service, what APN codes do I need?

Service Provider Code (SP Code) – BROADBAND

APN Name – Bendigo Bank Telco Internet

APN – connect

MCC – 505

MNC – 02

Authentication Type – PAP

APN Type – internet

Every other field is left blank.


Can I use a Telstra Dongle or does it have to be unlocked to any provider?

You can use any device that is ‘unlocked’ and that is compatible with the Optus 3G or 4G network.


Can I use the sim card in my phone and tether the service or broadcast as a wifi service from my mobile handset?

Yes, as long as the device is not an iOS (iPhone or iPad) device


Can I use it in tablet?

Yes, you can use your device in a Cellular enabled Tablet.




What is NBN?

The National Broadband Network (NBN) is a national network of communications infrastructure which includes next generation broadband and phone networks. NBN is currently being built on behalf of the Federal Government, and it is changing the way Australians access the internet, with superfast fibre, Fibre to the Node/Building and fixed wireless technology. The NBN is designed to replace Australia’s existing aging copper network and provide speeds that are 4 times faster than the old copper network.

Why can’t I get NBN?

NBN is currently being rolled out across Australia, but is not yet available in all areas. If it is not currently available in your area, you can register your interest in being told when it will become available at

What is NBN Voice?

NBN Voice is a phone service provided over NBN’s fixed fibre network.

This will provide you with a basic telephony service designed for residential and small businesses with a requirement for 1 to 2 phone lines.

Can I get NBN Voice?

NBN Voice is only available to customers who are located in a fixed fibre serviceable area. This is because NBN Voice requires the fixed fibre technology to deliver a phone service to your premise.

If you are in an area which is either not serviceable by NBN, or only serviceable by Fibre to the node/Building, wireless or satellite technology, you will not be able to have a NBN Voice Service.

To find out if you are eligible, go to the NBN Voice tab and enter your address details.

Can I keep my existing phone number?

Yes, but depending on your previous provider, there may be a porting fee to go from you existing Copper service to the new NBN infrastructure.

Will my current home phone handset work with NBN?

Yes, as long as the phone was manufactured in the last five years it should be compatible. 

Do I need a new modem?

To make your life easy, we will include a new NetComm modem with your NBN installation. 

What equipment do I require?

You do not need any special equipment to use a NBN Voice service. You will be able to use your existing analogue or cordless handset.

NBN Co will install a Network Terminating Device (NTD) about the size of a modem inside the house which will deliver the NBN Voice service. It will have its own phone socket which is used to connect your handset.

You will also be given the option of having a backup battery installed at no charge. The backup battery will allow the phone line to be able to be used in the event of a power outage for a limited time if you have a standard corded handset. For more information on how the back up battery works, see the question ‘How does the backup battery work’ on this page.

If you have additional phone sockets in the house which you wish to remain active you may need to contact a registered cabler about connecting the additional phone sockets in the house to the NBN Voice service.

What features and services are available with NBN Voice?

The following are some of the features and services are available when using a NBN Voice service

  • Call Barring
  • Number display/Number block
  • Call waiting
  • Call forwarding
  • Caller ID or CLI (refer to clause Local Number Portability)
  • Battery Back-Up (optional)

What features and services are not available with NBN Voice?

The following features and services are not available when using a NBN voice service

  • Preselect or Override to other carriers

What numbers can be dialled from a NBN Voice service?

The following call types can be made from a NBN Voice service:

  • Local calls
  • National calls
  • Calls to Australian mobiles and satellite phones
  • Calls to most international destinations
  • Calls to 000 emergency services
  • Calls to free phone and local rate numbers such as 13, 1300 and 1800 numbers
  • Directory assistance or operator assisted numbers
  • Calls to Foxtel, Austar, Select TV
  • Back to base alarms and other monitoring systems using phone lines
  • VoIP based fax
  • Dial up modem or other analogue data calls (e.g., EFTPOS). Fax to international and domestic numbers.

Can I keep my existing number on NBN Voice?

Yes - In the majority of cases you will be able to keep your existing number when you move it to NBN Voice, however there may be the odd occasion when you cannot keep the number due to technical difficulties. If this occurs we will call you to discuss your options.

Do I need a backup battery?

You should be aware that all NBN Voice Services are entirely dependent on locally provided power (i.e. mains power).

In the event of a power failure, or if the power is switched off at/or disconnected from the power point, you will not be able to use your NBN Voice service to make or receive calls (including calls to emergency service numbers) unless you have a Backup Battery.

When you order a NBN Fibre Service from us you can decide if you would like the service supplied with a backup battery The backup battery will be supplied at no cost.

How does the backup battery work?

In the event of a power failure, the backup battery will supply power to the 2 UNI-V ports on your NBN connection box. This means if you have a phone service that utilises either or both of the UNI-V ports, and are using a standard corded telephone, you will still be able to use your phone line to make any calls to an emergency service number or to make or receive any other calls for approximately 4 - 5 hours.

It is important to note that while the backup battery will supply power to the UNI-V ports, it will not supply power to any other devices. This means you will not be able to use your NBN connection to access the internet, send or receive emails during a power outage.

If you do not have a Backup Battery, you will not be able to make or receive any phone calls during a power failure. This includes calls to emergency service numbers.

What happens if the backup battery becomes faulty or I need to replace the battery?

If the battery becomes faulty for any reason you will need to replace it to ensure your phone line will work in the event of a power failure.

Follow the below steps to replace the battery.

1. Purchase a replacement battery and keep your receipt if your battery is less than 2 years old to support your warranty claim (see below).

The battery used in the NBN Power Supply Unit with Battery Backup is a standard battery type used in many different systems.

You will need to ask your preferred battery retailer for the following (you may wish to print a battery specification sheet) and take it to the store:

12V 7.0 to 7.2 Ah 6 cell SLA battery (F2 terminals).

2. Replace the faulty battery with the new one

Instructions on how to replace the back up battery can be found by downloading the NBN fibre user guide.

Alternatively you can view the following video which will show you how to replace the battery

3. If the battery is less than 2 years old call Bendigo Bank Telco with a copy of your receipt and the serial number of the faulty battery.

All batteries come with a 2 year warranty. If the battery is still under warranty we will apply a credit for the cost of the replacement battery on your NBN Voice account. To do this we will need you to send us a copy of the replacement battery receipt as well as the serial number of the faulty battery.

4. Recycle the faulty battery.

Used Sealed Lead Acid batteries are classified as hazardous waste and must be recycled by a specialist battery recycler (see list below: Where to buy a new battery and recycle your old one).

The type of batteries used in the NBN equipment is 100% recyclable when taken to a suitable recycler.

Do not dispose of them in your household garbage or recycling.

Batteries that end up in landfill contaminate the soil and can leach acid, lead and other pollutants into ground water.

Some battery retailers and local councils (listed here) accept used batteries for recycling.

Can I keep my number if I am relocating?

If you are moving and wish to have a NBN Voice service at your new address, you can keep your existing number as long as the address you are moving to is in the same local area.

If you are moving out of your local area we would need to check the area you are moving to to advise whether you can keep your existing phone number.

White page or directory listings – the details

NBN Voice numbers for Bendigo Bank Telco customers are currently not listed in the white pages.

I am having a problem with my NBN Voice service

If you experience any problems with your NBN Voice service please check the following:

  1. Make sure the power to the NBN Box is turned on.
  2. Is there a power outage (Phone will only work in a power outage if you have a back up battery (See how does the back up battery work).
  3. Check all cords are connected from the NBN box to your phone.
  4. Try replacing the cord from your NBN box to your phone if you have a spare one available.
  5. Try a different handset to ensure the problem is not with your own equipment.
  6. Try turning off power to the NBN box, wait 30 seconds and then turn the power back on.

If you are still experiencing problems with your NBN phone service please contact our friendly Bendigo Bank Telco consultants who will work to have your service restored as soon as possible.

How does the quality compare to standard copper services?

NBN Voice services use VoIP technology over fibre optic cables. This ensures the quality of the phone calls are crystal clear.

The quality will be equitable to your copper service and may even be clearer depending on the quality of the copper in your area.

Do I have to have an NBN Data service with you to access NBN Voice?

You do not have to have a NBN data service to have a NBN Voice service; however we do offer significant discounts on your monthly access fee if you choose to have a NBN internet service supplied by Bendigo Bank Telco.

I have been advised I will need to sign a Partial CSG Waiver, what does this mean?

In return for offering you access to our NBN Voice product we ask that you partially waive your rights under the Customer Service Guarantee and formalise this by completing a Customer Service Guarantee Partial waiver.

By completing the partial waiver you agree to waiver your rights in relation to rebates applicable to installation timeframes.

You have no obligation to consent to the proposed waiver. However, if you do not consent we have the right to decline your NBN Voice application. By agreeing to this waiver you will not be entitled to compensation for our failure to meet performance standards related to installation timeframes covered under the CSG.

Importantly the presence of a waiver does not remove Bendigo Bank Telco's obligation to provide services with due care and skill that are fit for purpose, and supplied within a reasonable timeframe.





What is ADSL?

ADSL is Commonly simplified as DSL, Asymmetric Digital Subscriber Line (ADSL) is technology for high-speed Internet access. It uses existing copper telephone lines to send and receive data at speeds that far exceed conventional dial-up modems, while still allowing users to talk on the phone while they surf. By contrast, DSL is typically not as fast as cable Internet or NBN access. It is generally well-suited for moderate gaming, computer-aided design, streaming multimedia, and downloading large files. 

Can I get ADSL?

ADSL is available on all Australian enabled exchanges, you must have an active home phone service that is compatible or order one at the same time as your ADSL for it to be enabled

How do I know if my phone line is compatible?

If you're unsure if your phone line is compatible with ADSL then don't stress, we are here to help. You can find out by calling our helpful Customer Care team on 1300 737 881.

What is the difference between ADSL and ADSL2+? 

Traditional ADSL services have generally only been able to provide a maximum connection speed of around 8000k / 386k. With an ADSL2+ service, users can achieve up to 20,000k or 20 Mbit connection speeds, which is up to 3 times faster than the speeds currently available. 

What is the difference between On-net and Off-net ADSL?

On-net ADSL is provided on phone exchanges where we have installed our own equipment, called a DSL Access Multiplexer (DSLAM). It's very time-consuming and expensive to install this hardware, so we've only done it on a few phone exchanges, but the lower cost base per service allows us to offer better pricing in on-net areas.

Off-net ADSL is provided using wholesale access to other carriers such as Telstra. Off-net ADSL is available on more phone exchanges, but it costs us more to use this hardware.

How secure is my ADSL connection?

No internet connection is 100% secure. Most security principles that apply to dial-up modem connections also apply to ADSL. However, because ADSL is an ‘always-on’ connection, there is increased risk that an unauthorised attempt might be made to access a computer or network. It is very important, especially if you are running servers, that you are adequately protected.

How can I protect my data and computer?

A number of precautions are essential, for example: 

  • Turn off ‘file and printer sharing’ on all computers on your network. If you leave sharing enabled, there is an increased risk of unauthorised access to and/or manipulation of your data
  • Install anti virus software on all computers. Ensure that the software is regularly updated.
  • Regularly back up your data
  • Regularly check for security updates to your operating system
  • Business customers in particular – ensure you have a good security plan in place (firewalls, password policies etc.)

How you handle emails and other internet based tasks can also help reduce the risk of viruses and unauthorised access:

  • Don't accept a download you didn't initiate.
  • Don't open email attachments without scanning them with an anti virus program first.
  • Delete emails from people you don't know. Delete them from your ‘Deleted’ folder as well. 

For more information about protecting your identify online please see our Fact Sheet here

I have recently installed a wireless network. Will further security be required?

If you have installed a wireless network, it is your responsibility to ensure that this network is secure to avoid unauthorised usage and / or access by other parties. If your network remains unsecure, not only will a third party be able to access your computer files, but they will also be able to use your broadband connection. You will also be responsible for charges they may incur while accessing the internet through your connection.

How do I secure my wireless network?

In most cases, wireless modems only require a WEP encryption key to secure the network. This is simply a matter of applying a 10 digit hexadecimal number to the modem that will prompt any other user trying to access your network for that number. Check your modem's instruction manual for further information and instructions.

What is the NBN?

The National Broadband Network (NBN) is a government initiative to ensure all Australians can access high-speed, reliable, affordable internet.

Being on Australia's new high-speed network is set to change the way you use the internet, and provide you with a range of opportunities.

How will the NBN Benefit me?

With the NBN, you'll be able to access the benefits of high-speed internet, including:

  • Making high quality video calls to stay connected with family and friends
  • Accessing health services and interactive educational content online
  • Working from home like you would at the office
  • Getting the whole family online at once
  • Downloading movies in minutes and streaming TV online.

Plus you'll still be able to make phone calls using the updated technology

How do I get the NBN Connected?

NBN Co is moving across the country installing NBN infrastructure to deliver superfast internet. From the moment NBN Co begins construction in your area it’ll take about 12 months until they’re all done and your home can access NBN speeds and service.

Fibre Optics

If your area has fibre optics rolled out to deliver the internet, as part of the process, NBN Co will be installing a NBN utility box to the outside wall of your home. Everyone needs a NBN utility box fitted, and the good news is it’s installed at no cost to you. You don’t even have to be home when NBN Co installs it.

The good folks at NBN Co will let you know when your area becomes ready for either service. When that happens you’ll need to choose a Retail Service Provider (RSP), like Bendigo Bank Telco, and an NBN plan.

Once you have selected a plan NBN Co will need to install a few bits and pieces inside your home. The good news is that when you upgrade to Bendigo Bank Telco we will manage this with NBN Co for you. Everyone needs the same equipment fitted inside their homes (regardless of which RSP you’re with), but choosing Bendigo Bank Telco is super-important if you’d like the process managed super-well

Fixed Wireless

NBN Co will let you know when your area becomes ready for wireless. When that happens you’ll need to choose a Retail Service Provider (RSP), like Bendigo Bank Telco, and an NBN plan.

If you’re in a fixed wireless coverage area NBN Co will conduct a radio signal survey to make sure your home or business can receive a high quality broadband service via fixed wireless.

Fibre to the Node

Fibre to the Node connections, fibre optic cable will lead to a node (Cabinet on the street) in your street or a street nearby. Copper cabling will connect from the node to a wall socket inside your premises.

Fibre to the Building


With Fibre to the Building, fibre optic cable will lead to the building's Main Distrubution Frame (MDF), typically in the building or in a locked telecommunications cabinet. From there, the MDF will connect to the wall socket in your unit via the building's internal copper cabling.

Can I choose what type of NBN Connection I get at my address (Fibre, Fibre to the Node or Fixed Wireless)?

No, service availability is dependent on geographic location.

Depending on your area, you may have NBN Delivered using fibre optics, fibre to the node, fibre to the building or your area may use fixed wireless technology. 

NBN access technology is determined by the NBN Co roll out strategy. To determine the access technology at your location please refer to our website at for further information.

What work will the NBN technicians perform when they attend my premises?

The work the NBN will perform at your address will depend on how the NBN will be delivered to your address.

Currently NBN is being delivered by either Fibre Optic or Fixed Wireless technology.

Fibre Optics

NBN technicians will install all the equipment required to connect your premises to the NBN network, which may include a:

  • Network termination device (NTD)
  • Backup power supply
  • Modem (satellite only)
  • One (1) wall plate for two data cables leading to the NTD

Fixed Wireless

We will conduct a radio signal survey to check if your home or business is able to receive a good quality fixed wireless service. If we are able to proceed with the installation, the NBN technician will then mount an Outdoor Antenna on the roof and install the NBN Connection Box inside your home or business and connect the two with a cable.

The technicians are not required to install any further equipment as part of their fit-out of your premises. You can ask the technician on the day if they can customise the installation of your NBN equipment (usually at a cost), however they do not perform on-site speed testing or complex internal wiring installation. For these, you can contact a third-party data technician who can perform the work for you.

Fibre to the Node/Building

NBN Co will let you know when your area becomes ready for connection. When that happens you’ll need to choose a Retail Service Provider (RSP), like Bendigo Bank Telco, and an NBN plan.

In most cases an NBN installer won’t be required – the work to install the NBN will be performed outside your premises. Sometimes attendance will be required to check connectivity to your premises or if a new copper line or wall socket is required.

With FTTN and FTTB connections you'll need a VDSL2 modem-router, preferably with WiFi so you can connect multiple devices wirelessly. All Bendigo Bank Telco NBN plans come with an included VDSL modem. It is important to note that if you have an existing ADSL modem it may not work and it may require replacement when you move onto FTTB or FTTN.

What Speeds will I get with the NBN?

Bendigo Bank Telco offers NBN plans delivered to the customer site via fibre, fixed wireless or fibre to the node/building service.

Your actual speed will be dependent on what technology is used to deliver the service as well as the following factors:

  • Any routers, switches or hubs connected to your NBN installation
  • How many people are using the network at one time
  • Your PC/laptop/mobile devices and their ability to handle the supplied speed
  • If you’re using wireless to connect devices to the NBN
  • For FTTN or FTTB servcies, the length and quality of the copper line between your premise and where it joins the fibre optic cable, 

While we will always make sure that you are getting the most out of your NBN connection, we are unable to guarantee that you will always receive the full speeds of your plan.

When is the copper network being switched off?

The copper network is being progressively switched off in fibre areas that NBN Co declares ‘NBN-ready’. NBN Co will notify you when the NBN is available in your area and let you know about disconnection dates. You have 18 months from the time NBN Co declares your area NBN-ready to switch your landline phone and internet services to the NBN before the copper network is permanently switched off.




What is VoIP?

VoIP stands for 'Voice over Internet Protocol' and refers to the delivery of voice communications over Internet Protocol (IP) networks such as the Internet.

What are the benefits of using VoIP?

  • Simple and Easy to use
  • No installation or set up fees (Installation charges may apply for data and fixed line services)
  • Potential cost savings

For all pricing please refer to

What do I need to set up a VoIP service?

First of all you'll need a Broadband Internet or NBN connection, VoIP service will not run over wireless broadband, Satellite or mobile broadband.

Depending on the type of VoIP service sold (single or SIP Trunks) and the quality of the VoIP wishing to be achieved, the type of data connection that is required will vary.

For a standard VoIP service a 512 / 128 Kbps connection is recommended and is the minimum connection speed Bendigo Bank Telco will support.

For a SIP Trunk service a 1M/1M connection is recommended and is the minimum connection speed Bendigo Bank Telco will support.

Finally, you'll need a device to talk into and something to allow you to hear the person on the other end. There are a range of options that include the following:

  1. Softphones: don't necessarily require a Router and work using software on your PC and your PC's speakers and a microphone or a USB Phone or Headset plugged into your PC.
  2. ATAs (Analogue Telephone Adapters): plug into a Router on one side and accept a standard analogue phone (like the one you're using already on your copper line) on the other side. ATAs do not require a PC in order to function but using a PC is usually the easiest way to configure them when they're first plugged in.
  3. IP phones: plug directly into your Router or IP PBX system and can be thought of as a phone with an ATA built-in. Like ATAs, IP Phones do not require a PC to be on.
  4. Routers with an ATA built-in: These are the most popular options option if you need a modem and/or Router as well.

How do I set up VoIP?

Once your VoIP service has been activated, you’ll need to configure the service in your modem. For instructions please consult the user manual of that device to learn where you’ll need to enter a range of settings including your username and password.

  • VoIP Username: included in the service welcome letter
  • VoIP Password: included in the service welcome letter
  • Domain Name: included in the service welcome letter
  • Outbound Proxy: will be one of the following depending on State
    • ACT:
    • NSW:
    • NT:
    • QLD:
    • SA:
    • TAS:
    • VIC:
    • WA:

Can I have a data connection with another provider and still access Bendigo Bank Telco IP Voice products?

No, Bendigo Bank Telco IP Voice plans are only available if you have an active Bendigo Bank Telco data connection.

Is it possible to have a Home Phone connection and VoIP at the same time?

Yes, provided your address has an active copper phone line connected and you have an ADSL/ADSL2+ broadband internet service.

Will my FAX or Monitored/ Medical Alarm work with a VoIP service?

Some faxes and monitored/ medical alarm systems were not designed to work on a VoIP service. Before you decide on changing to VoIP please call your manufacturer and ask them whether their product will work on a VoIP line

How much bandwidth will my VoIP service use?

Each VoIP call needs approx. 100 kbps, this equates to 40MB of data usage every hour when the phone is in use. When the phone is not in use then you would be using no data at all.

You are responsible for making sure you are on a suitable plan for use with this service.

What type of modem / router I should use?

You can use any modem/router which has a built in ATA (analogue telephone adapter) unit in most areas. Where NBN is available, you may not need to buy a modem/router as NBN will allow VoIP using their Network Terminating Unit (NTU). This means you may be able to plug your phone directly into the NBN NTU and be able to make and receive calls.

Will VoIP work if my internet connection is down?

No. If the internet connection is down, you won't be able to make or receive calls using your VoIP service.

If I move house, can I keep my VoIP number?

VoIP numbers are allocated to geographical areas, and if you move too far from your current home we cannot guarantee that you will be able to keep the same VoIP number. It is important you advise if you are moving or have moved so we can update emergency services with your new address.

What is a CSG Waiver and why do I need to sign one?

The Customer Service Guarantee (CSG) establishes performance standards that apply to a standard telephone service. The standards apply to appointments and the connection or repair of a service.In return for offering you access to our IP Voice product and the reduced call rates we ask that you waive your rights under the CSG and formalise this by completing a CSG waiver.

Importantly the presence of a waiver does not remove Bendigo Bank Telco's obligation to provide services with due care and skill that are fit for purpose, and supplied within a reasonable timeframe.

For more information on the Customer Service Guarantee, your rights and the waiver please go to our website

Can I use my VoIP service to dial 000?

You will not be able to dial '000' if there is a power outage, when your internet connection is interrupted or if the hardware you are using to access the service fails or is not configured correctly.

If you call an Emergency Service number from your IP Voice service, the service address you provided will be displayed to the Emergency Services. It is your responsibility to notify Bendigo Bank Telco of any changes to your personal or address details.

What is the quality like?

The quality of your VoIP call is dependent on 3 things:

  • You can make and receive calls while surfing the web, however the VoIP service may be impaired if you do so, depending on the type of surfing or downloading, and your broadband connection speed. All VoIP calls will count towards your monthly data allowance. You are responsible for making sure you are on a suitable plan for use with this service.
  • Bandwidth - The bandwidth you have for VoIP is the key for voice quality. For instance, if you have a dial-up connection, don't expect great quality. A broadband connection will work right, as long as it is not spotty, and not shared with too many other communication applications.
  • Equipment - The VoIP hardware equipment you use can greatly impact on your quality. Poor quality equipment is normally the cheapest ones (but not always!). It is therefore always good to have as much information as possible on an ATA, router or IP phone before investing on it and starting to use it.

Cannot make or receive calls?

If you are unable to make or receive calls on VoIP service, check that your VoIP issue isn't caused by the following:

  • No internet connection: Confirm that you can get online. VoIP services need a working internet service
  • Faulty hardware: Ensure that all cables and handsets used for your VoIP service are undamaged and plugged in securely.
  • Insufficient power to handset: Ensure that the handset used for your VoIP service has sufficient power, particularly if it is cordless and uses batteries.
  • If you still can’t make and/or receive calls on your VoIP service, please contact our Support Team for further assistance.


Bonus Samsung Galaxy Tab 3 Lite - Terms & Conditions

Valid for ADSL & NBN orders fulfilled between 18/09/2015 - 19/11/2015

Bonus Samsung Galaxy Tab 3 Lite 8GB (SM-T111M) will be allocated to the first 200 internet service plans (ADSL or NBN) sold; it is non-transferable and cannot be exchanged for cash; and will be despatched with the modem to the address where the internet service is to be connected.  

The bonus Samsung Tablet does not form part of the Internet Service plan contract and is not subject to any related Terms or Conditions.  The Bonus Samsung Tablet is covered by the Manufacturer’s Warranty. The Bonus Tablet will be sent via courier 3-5 business days after the service is activated with the modem. 1 Bonus Samsung tablet per eligible plan.  


Bonus $50 EFTPOS Giftcard Terms & Conditions

Valid for Mobile Handset orders fulfilled between 18/09/2015 - 19/11/2015

Bonus EFTPOS Gift Cards will be allocated to the first 200 Mobile Phone Handset and carriage plans sold. EFTPOS Gift Card is non-transferable and cannot be exchanged for cash.  EFTPOS Gift Card will be sent separately via post within 3 business days after the relevant SIM Card is activated. 1 Bonus Prepaid EFTPos Card per eligible plan.

These are your cardholder Terms and Conditions if your card has 19 digits and begins with 5021 2510. Please read them carefully. Please activate your card immediately.

In these Terms and Conditions, “Card” and “Cards” means the Gift card, issued by iGODirect, referred to as “the issuer”. “You” and “Your” means the person who has received the Card. “We”, “Us” and “Our” means iGODirect Group Pty Ltd, ABN 17 110 897 320.

By accepting and using your Gift Card, you are agreeing to these Terms and Conditions. The Card is not a credit card, it is a prepaid stored value card. We reserve the right to issue or refuse to issue or cancel a Card at our discretion.


Card Access: The Card is a gift card that can be used at hundreds of thousands of locations, anywhere EFTPOS cards are accepted at point-of-sale.

Card Limitations: You must have sufficient, available funds to pay for all Card transactions at merchants. If the purchase amount is greater than the available funds, the difference may be paid for with cash, cheque, and credit or debit card, subject to the policy of the merchant. If the merchant attempts to process the Card for more than the available funds, the transaction will be declined and a transaction attempt fee maybe applied. You may confirm your available balance 24 hours a day, seven days a week by visiting this website and clicking on the “Cardholder Login” button at the top of the page and following the prompts or by phoning 1800 446 347 (between 9am and 5pm AEST/AEDST Monday to Friday – excluding public holidays). You may only use your Card in the manner and for the purposes described in these Terms and Conditions. Your Card may not be used for illegal transactions or for any type of pre-authorised transaction such as recurring monthly payments, dues or fees.

Important things you need to know about your Card:

  •          You MUST activate your Card before use, either online at or by phoning 1800 446 347.
  •          If your Card does not have enough funds to pay for the amount of a transaction, your transaction will be declined.
  •          When making a purchase greater than the face value of the card, alert the cashier to use the following payment method:
  1.        Utilise other form of payment to cover amount greater than what is available on the Card.
  2.        Advise the Cashier to use remaining balance on the Card as the second form of payment.

Please note: The merchant may choose not to accept this method. In this case, you must check with the merchant if and how you can make a purchase that exceeds the available balance by paying for the difference using other means.

Documentation of Transactions: At the time of purchase, you will receive a receipt for the transaction. Retain the receipt for your records. You will also have access to your balance and transaction history, which is accessible online – click the “Cardholder login” button at the top of the page and follow the prompts to do so.

Disputes with Merchants: You agree to make a good faith effort to settle all disputes about purchases you make using your Card with the merchant who accepted the Card.

Disclaimer of Liability: In providing the Card service to you, we disclaim any duty or responsibility other than those expressly set forth in these Terms and Conditions: The issuer is not liable expressly for the following:

  •          If through no fault of ours, the cardholder does not have enough money on the Card to cover the transaction; or
  •          If the transaction exceeds the cardholder’s available funds; or
  •          If the terminal or system was not working properly; or
  •          If circumstances beyond our control (such as flood or fire or other natural disaster) prevent the transaction, despite              reasonable precautions that we may have taken; or
  •          If there are other exceptions stated in these Terms and Conditions or provided by law.

Expiration: Your Card expires on the expiration date that appears on the back of the Card, except where prohibited by law. After the Card has expired, it is no longer valid: All transactions will be declined and any remaining balance is forfeited.

Termination: The Card shall remain our property; We may, at any time and without prior notice, cancel your Card and have you return it to us; Termination of the Card will not affect prior transactions or obligations existing at the time of termination. Upon termination, we will waiver the remaining balance.

Amendment: We may amend these Terms and Conditions by emailing a notice to you at your last email address on our records at least 21 days prior to the effective date of any amendment that results in an increased fee or charge, an increase in your liability, a reduction in Card services, or stricter transaction limitations.

Assignment: You may not transfer or assign your Card rights to any other person. We may assign our obligations to you under these Terms and Conditions without your consent or notice to you.

Severability/No Waiver: If any provision of these Terms and Conditions shall be deemed unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from these Terms and Conditions and shall not affect the validity and enforceability of any remaining provisions. Our failure to enforce the strict performance of any provision of these Terms and Conditions will not constitute a waiver of our right to subsequently enforce such provision or any other provisions of these Terms and Conditions.

Governing Law: These Terms and Conditions, the Card and all transactions hereunder are subject to the laws of the Commonwealth of Australia and the financial services Acts rules and regulations.

Notice of Errors: If you think a receipt is wrong or you have a question concerning a Card transaction, call our Card Services Number 1800 446 347, or visit online as soon as you can. We must hear from you no later than 15 days after the transaction date and you must provide the following information: a) your name and Card number; b) a description of the error or the transaction you are unsure about, and an explanation as to why you believe it is an error or why you need more information c) the dollar amount of the suspected error: If you tell us verbally, we may require that you send us your complaint or question in writing within 10 business days.

Important Notes:

  •          Any residual value on the Card after expiry will not be refunded to the cardholder or card purchaser.
  •          Please keep your Card secure. If the card is stolen it cannot be replaced and your funds will be forfeited.
  •          The Card is received with instructions explaining how it is activated, how it is used and its expiry date.
  •          Whilst the Card functions at any EFTPOS terminal, there may be instances where retailers decline to accept the Card as they may impose their own restrictions, such as minimum payment amounts.
  •          Change will not be given by merchants for purchases using the card.


Bonus $50 EFTPOS Giftcard FAQs


How does my eftpos Gift Card work?

The eftpos gift card works just like your bank card, you simply swipe at the terminal, select savings and key in the PIN as printed on the back of the card. The transaction amount should be the same as or less than the value of the available funds on the card. If the transaction amount is more than the value, see question 9 for how to complete the sale.

Where can my eftpos gift card be used?

Quite handily, they can be used wherever eftpos is accepted right across Australia. Unfortunately it is not possible to use eftpos gift cards outside of Australia.  Some retailers, at their discretion, may decline gift cards that are not their own but these are few and far between.  

How do I know how much money is on my eftpos Gift Card?

To check the balance of your card, you can go to to view the balance online at any time or call our Card Services team on 1800 446 347 Monday to Friday between 9am and 5pm AEST/AEDST.

What is the expiry period on my card?

Your expiry date is printed on the back of your card which covers both activation and spend time.  See Question 14 for further information about card expiry.

Are there any fees on purchases made with my eftpos Gift Card

None! Activation and balance checks are fee-free and we cover all fees associated with purchases so you can get the most out of your reward amount.

Is an eftpos Gift Card a Credit or Debit card?
An eftpos Gift Card is neither a Credit nor a Debit card. Eftpos gift cards are similar to gift vouchers or store cards whereby they are issued with a fixed, pre-paid, stored value amount as determined at the time of purchase. Eftpos gift cards differ from store cards in that they can be used anywhere eftpos is accepted, which is about 650,000 locations across Australia. The value of any purchases made is deducted from the available amount until the card reaches a $0 balance.

Can my eftpos Gift Card be used for online purchases?

At this point in time, unfortunately, it is not possible to make online purchases with eftpos gift cards.

Can my eftpos gift card go into a negative balance?

No, eftpos gift cards can only be spent up to the value issued on the card. If you try to spend more than the available amount on the card, the transaction will be declined and a fee may be issued. See question 9 for more information on how to use the card on transactions greater than the stored value of the card.

What if the purchase transaction is more than the balance of the funds on the card?

If the purchase value is more than the value of the eftpos gift card, you simply need to ask the cashier to split the payment and pay the difference first, either with cash or another card. For example, if your gift card is valued at $50 but you want to use it towards a transaction amount of $70, you would ask to pay the difference ($20) first and then pay the remaining amount ($50) with the eftpos gift card.

Can funds be transferred from one card to another?

Funds are fixed to the specified eftpos gift card and cannot be transferred.

Can my eftpos Gift Card be used to withdraw cash at an ATM or store?

In short, no. The card can only be used to make a purchase at an eftpos terminal and cannot be used for taking cash out either at an ATM or as an addition to an in-store purchase. For example, if the value of the purchase is $20 and the card is valued at $50, you cannot make the purchase and request the remaining $30 as cash back. Any attempts to withdraw cash will incur a fee. 

Can more funds be added to my eftpos Gift Card?

No, your eftpos gift card is what’s known as a ‘single load’ card, meaning the card can be loaded once and can only be used while within the expiry dates or until the loaded funds are depleted. See Question 6 for further information.

Does my eftpos card have a PIN?

It certainly does. The PIN is printed on the back of the card alongside the card number and the expiry date.

What happens when my eftpos Gift Card expires?

The funds on an eftpos gift card are only valid until the expiry date as printed on the back of the card. Any remaining funds at the time of expiration are forfeited so we encourage recipients to spend all available funds before expiration.

What happens if an eftpos Gift Card is lost or stolen?

If a card is lost or stolen, this should be reported to Card Services on 1800 446 347 as immediately as possible.  A replacement card may be reissued but fees and conditions apply.

What happens if an item was purchased with my eftpos Gift Card and needs to be returned?

Each merchant will handle returns as per their own policies and may issue a cash refund or store credit. Please be aware that Rewards Come True is not responsible for returns or credits off of purchases.

Can my eftpos Gift Card be used at restaurants?

If the restaurant accepts eftpos payments, then the card can absolutely be used there. We’d recommend checking with the restaurant either before being seated or at the time of booking. If the dining bill exceeds the amount on the card, the payment will need to be split (see question 9 for more information). Again, it is a good idea to check with the restaurant if split payment is possible. 

Can my eftpos Gift Card be used for direct debit bill paying, like a phone or internet bill?

No, eftpos gift cards cannot be used for recurring payments or direct debit bills. However, if it is a once off payment and is made in person, for example, at the post office, where the store accepts eftpos payments, you may then be able to use the card for this.

How do I know where and how to use the eftpos Gift Card I’ve received?

The back of the eftpos gift card (and the gift card wallet if you received one) have information on how to activate and use the card along with information on how to get in touch with us if you require more details.