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Connect a home phone

Learn how to get an AGL Home Phone connected on the nbn® network.

Get a home phone plan on the nbn network

You're able to get a home phone service on the nbn network, however it's not required. The nbn network uses VoIP technology (Voice over IP) to provide the home phone services and if you're coming from another provider, you can request to keep the same number.

Since a home phone using VoIP must be plugged into the power, if the power fails, you’ll need to use a mobile phone to make or receive calls, including for calling emergency service numbers (e.g. 000). For Fibre to the Premise (FTTP) connections, you may have the option to install a battery back-up power supply unit which will provide emergency power for up to 5 hours. A battery backup unit won’t power any cordless phones or phones that require external power. You can learn more on Connect and Move to the NBN Network.

You can order an AGL Home Phone with your Internet service online on nbn Plans.

You'll need a compatible VoIP handset to use our Home Phone service.

You'll be able to use most standard landline handsets with our home phone service provided they meet Australian standards. These are available for purchase at most large electronic retailers.

If you request to transfer your home phone number over to us and you're located outside of the geographic area that your number was allocated, incoming calls to your number may be charged as if you are within the geographic area that your number was allocated. Getting an out-of-area number usually occurs where you have moved a long distance but want to retain your existing number.

An example may be where you are moving from Melbourne to Sydney and you wish to retain your phone number starting with 03. Depending on the phone plan of the person calling you, they may be charged a timed call, even if they're calling you from Sydney.

If you later decide to change service providers, you may not be able to keep your out-of-area number.

Unlimited calls to standard local, national and mobile numbers are included in the AGL Home Phone plan. Calls to 13/1300 and 1223 for directory assistance and international numbers are not included in the 'unlimited' call allowance and are charged per call. The AGL Home Phone plan doesn't support calls to 1234 and 12456 for directory assistance or 19/1900 premium services. Our Acceptable Use Policy (PDF) applies. More information is available in the Critical Information Summary or the Customer Terms.

In order for us to provide AGL Home Phone plans at the current low price, we require customers to waive their rights to the Customer Service Guarantee (CSG). Should you require a home phone plan with the CSG, we suggest speaking with another provider who offers it. For more info, go to Customer Service Guarantee Waiver.

Home phone service features on the nbn network

We offer a range of service features for your AGL Home Phone.

Voicemail is an automatic answering service that allows callers to leave a message if you're on another call, don't answer or the home phone is unplugged.

To access your voicemail or to set it up for the first time, dial 101 from your home phone and follow the prompts.

To turn off voicemail, dial 102.

To play your voicemail greeting, dial 105.

Call forwarding is a service that sends calls to your phone to a different number. It's sometimes also referred to as call diversion and can be used instead of voicemail, or during periods that the phone may not be working (such as a power outage).

While there's no charge for the service itself, you may be charged for any calls made from your home phone to wherever the call is being forwarded. With AGL Home Phone, if you're forwarding to an Australian mobile or to a local or national landline number, you won’t be charged for the call forwarding, as AGL Home Phone has an ‘unlimited’ call allowance for such calls. However if the Australian mobile is roaming overseas, roaming charges may be applied by the relevant mobile service provider. If you’re forwarding to an international number, you’ll be charged the relevant international call rates and connection fees as shown on International call rates.

Call forwarding can be set up for either all calls or only when your line is busy and unavailable.

Steps to forward calls only when your line is busy or unavailable:

  1. From your home phone, dial *24
  2. Enter the phone number you'd like to forward the calls to (including the area code)
  3. Dial # to finish the set up.

You can turn off this service by dialling #24#.

Steps to forward all calls:

  1. From your home phone dial *21
  2. Enter the phone number you'd like to forward the calls to (including the area code)
  3. Dial # to finish the set up.

You can turn off this feature by dialling #21#.

If you've missed a call, dial *10# to find out the number the call came from.

Having an unlisted number means that your number won't be listed in online or offline directories such as the White Pages. It also means that your number will be shown as a private number when you call someone.

When you first sign-up to an AGL Home Phone service, you'll be asked to choose whether you want an unlisted number. If you'd like to enable or disable this feature, contact us.

This service will let you know when someone else is trying to call you while you're on the phone. You'll hear a tone on the line indicating that you have a caller waiting so you're able to hold or end the current call and answer the new caller. This feature is activated by default.

Calling number display (CND), also known as Caller ID, allows the recipient of your call to see who has called. Our home phone services provide CND at no extra cost if your handset accepts CND.

Contact us if you wish to block the display of your number so that people don't see it, either for individual calls or permanently. If you request permanent blocking, it may take two business days to implement. Your number will still be disclosed to emergency services. You may not see another person's phone number if they've blocked the display of their number, if the call or message is from an overseas number, if their network doesn't support CND or if the call is from a payphone.

If you receive an unwelcome or harassing call and need to know the other person's number, contact us to discuss your options.

IPND Listing

Integrated Public Number Database (IPND)

The IPND is a centralised database that contains the record of each phone number issued to telco customers in Australia. We are required by law to supply your name, address, phone number and other public number customer data to the operator of the IPND. This applies to all customers, including those unlisted (also known as silent numbers).

Having an unlisted number means that your number will not be listed in directories such as the White Pages and won’t be disclosed through directory assistance services.

The information in the IPND is only provided for an approved purpose to approved data users such as directory information organisations (except for unlisted numbers), emergency service organisations or law enforcement agencies.

Has your contact information changed recently?

If your contact information changes, contact us so that we can update the IPND. Incorrect information in the IPND can, for example, delay emergency responses or compromise law enforcement and national security agency investigations.

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