1. Who is Neptune?
2. Are there any costs or charges involved?
3. Will my phone number change?
4. Does every call I make go through the Neptune network?
5. Can I make local calls with Neptune?
6. How do I access your network?
7. What is the advantage of being a Neptune Pre-Selected Customer?
8. How do I know when I am a Pre-Selected Customer?
9. Do you offer a long distance or international fax service?
10. I have received an application form, which states that I am authorising pre-selection/non code access. What does this mean?
11. If I am Pre-Selected to the Neptune network, but I then decide that I would like to cancel my account with Neptune how do I go about it?
12. What is Total Service?
13. I used to get a discount on my local calls with Telstra, can I still get it with Neptune?
14. If I am having trouble getting through to a number or have been cut off in the middle of a call, whom can I contact to help?
15. I have many service numbers on my bill that I am unable to easily recognise. Have you an option available that will aid me in recognising these?
16. Billing Questions
Neptune provides communication services to businesses & residential customers through one of the largest networks in the world. We believe that people should have the right to communicate at the best possible price. We access the global communication networks at wholesale prices which allow us to pass on the savings to you. Neptune is in direct competition with Telstra, Optus, AAPT & other communication companies to provide excellent value, direct dial telephony for your national, international & calls to mobiles with no loss in call quality.
Joining Neptune is free of charge. All that you will pay for is the cost of your telephone calls. If you choose Neptune's Total Service option your line rental & all calls (including local calls) are billed by Neptune on the same bill. There will be no connection charges for lines already rented by you, but for any new or additional line standard Telstra connection charges will apply.
No, your number does not change. Nothing changes except that you will receive a bill from Neptune for your national, international & calls to mobile phones at much reduced prices.
No, if you are a Pre-Selected customer all your non-local calls go through the Neptune network unless you dial an over-ride code to use another service provider for your long distance calls. Local calls are only billed by Neptune if you have signed up for Total Service or use the 1488 or 1414 over-ride code before the local number.
Yes, you can save money on your local calls using Neptune in two ways:
- Become a Neptune Full Service customer (See Below)
- Dial 1488 or 1414 before the local number
If you are a Neptune Pre-selected Customer, every time you make a call it will instantly be routed through the Neptune network. If you are not yet pre-selected to Neptune you simply need to dial 1488 or 1414 before the long distance or international telephone number. To become a Pre-Selected Customer you will need to call customer service on 1300 669 474.
If you become a Neptune Pre-selected customer, you will get our best rates for national, international & calls to mobile. You will also have the added advantage on not having to put a Prefix in front of every number you call.
After you have registered through customer service or sent in your reply paid application, you can find out when your service is ready by dialing 12711, and if the message says "Thankyou for using RSL Com (or AAPT) for your Long Distance Calls", you are now a customer of Neptune .
You are able to send faxes by using the Neptune network & will be charged the same as if you were making a voice call. Please be aware however, that you must use 0011 when dialling internationally as 0015 (fax stream) is a Telstra product & 0019 is an Optus product & is not compatible to the Neptune network.
10. I have received an application form, which states that I am authorising pre-selection/non code access. What does this mean?
This means that you are authorising your phone number to be placed on the Neptune network, which means that you will have direct access to the Neptune network every time you make a call, without having to dial an over-ride code.
11. If I am Pre-Selected to the Neptune network, but I then decide that I would like to cancel my account with Neptune how do I go about it?
If you would like another Service Provider to be your long distance carrier you will need to contact that Service Provider who will arrange to transfer your service across. They will then be responsible for transferring your long distance component across to them. Until the transfer is complete, remember to dial the new company's over-ride code to ensure your calls will travel with their network.
Neptune is not only able to help you save on your national & international calls, but on your local calls too! You will receive one bill from Neptune for all your telephone charges, including local calls, calls to mobiles, service & equipment charges, at Neptune's great rates!
When you join Neptune's Total Service (all your telephone charges) you authorise that your entire account, not just the one number be transferred to Neptune , so what that means is that all of the services which did appear on your Telstra bill, will now be billed for you by Neptune . So please make sure that you know what numbers are on your account before authorising transfer to Neptune .
Once you join Neptune for Total Service, we will match any discounts & incentives that you received from Telstra, however you will automatically receive Neptune's great rates for all your national, international, calls to mobiles & local calls.
14. If I am having trouble getting through to a number or have been cut off in the middle of a call, whom can I contact to help?
If there appears to be any type of fault on your line then you can contact Customer Service on 1300 669 474 who are available from 9am - 5pm Monday to Friday.
Outside of these times Line Faults can be reported on 1300 301 017.
Total Service customers should also contact 1300 301 017 for any faults with local calls, your local line or rented handset. If you are not a Total Service customer you will need to contact your local call Service Provider for any of the latter faults.
15. I have many service numbers on my bill that I am unable to easily recognise. Have you an option available that will aid me in recognising these?
Sure, we are able to place what is known as a User Name onto your account. This will appear to the right hand side of the service number & will aid you to recognise the numbers.
How often will I receive a bill?
Fully itemised bills will be issued to you monthly.
How can I pay my bill?
Online
Go to the "pay my account" option on this website to enter your credit card details for immediate online payment.
BPay
Contact your participating Bank, Credit Union or Building Society, either by internet or telephone, to make this payment from your cheque, savings or credit card account. When prompted enter the biller code & your Customer Reference (on your bill)
BPAY biller code: 707364
National Australia Bank
Tel: 13 2665
Internet: www.national.com.au
Commonwealth Bank
Tel: 13 2221
Internet: www.commbank.com.au
Westpac Bank
Tel: 13 2032
Internet: www.westpac.com.au
St George Bank
Tel: 13 3030
Internet: www.stgeorge.com.au
ANZ Bank
Tel: 13 1314
Internet: www.anz.com.au
Suncorp Metway Bank
Tel: 13 1155
Internet: www.suncorpmetway.com.au
Tel: 13 2665
Internet: www.national.com.au
Commonwealth Bank
Tel: 13 2221
Internet: www.commbank.com.au
Westpac Bank
Tel: 13 2032
Internet: www.westpac.com.au
St George Bank
Tel: 13 3030
Internet: www.stgeorge.com.au
ANZ Bank
Tel: 13 1314
Internet: www.anz.com.au
Suncorp Metway Bank
Tel: 13 1155
Internet: www.suncorpmetway.com.au
Credit Card
Call our Telepay service on 1300 301 017 (24hrs) to pay your bill using Bankcard, MasterCard, Visa, American Express & Diners. We will provide you with a receipt number for your records.
Paying in Person
Please present this payment slip at a Post Office where cash, cheque or credit card will be accepted using the barcode.
Mail
Detach the payment slip from the bottom of the bill & return it together with your cheque made out to Telecommunications Payment Services. They are our outsourced transaction payment processing bureau.
Direct Debit
Call 1300 669 474 & register for Direct Debit to nominate your bank account or credit card. Payments will be taken out on the due date for you automatically. You will never have to remember to pay your bill again.
