HOME PHONE

Transferring your number

 

You can transfer most landline services to Dodo, just be sure to choose this option during the sign up process.

We cannot transfer a cancelled number, so please make sure the number is active before requesting a transfer.

 

Changing your service number

If you need to change your service number,  please click here to create an online support request.

When changing a service number the new telephone number is assigned randomly and cannot be chosen. A silent number product is also added to the service. If this is not required it can be removed after the service number has been changed successfully.

If you have an ADSL Broadband service attached to your line, changing the service number can cause the ADSL stop working, please ensure you advise your ADSL provider that your service number is being changed in order to avoid service disruption.

Timeframe

It takes up to 5 business days from the request date to change a service number.

Fees

Changing your service number will incur a $37.40 fee.

Usage summary

If you would like to check your home phone usage, you can log in to my.dodo once there, select your service, then click the "view usage" button.

You'll be able to view a list of the calls made, as well as remaining international minutes (if applicable).

 

List of Home Phone products and features*

Product or Feature Monthly Cost
Call Waiting - Included
Call Forward - Included
Call Return - Included
3 Way Chat - Included
Message Bank - $6/mth
Calling Number Display - $6/mth
Call Control (Local Calls Only) - $3.30/mth
Call Control (Local, National, Mobile Calls) - $3.30/mth
Silent Number - Free
Directory Listing - Free

 

How do I add other features?

Call Waiting, Call Forward, Call Return and 3 Way Chat are included with your service.

To add any of the other features to your Dodo Home Phone please click here to create an online support request.

 

*Services on the Telstra network

International call packs

We offer 2 International Call Packs, which give you 2,000 minutes worth of calls to 25 selected International locations.

  1. $15/mth pack gives you 2,000 minutes to landlines
  2. $20/mth pack gives you 2,000 minutes to landlines and mobiles

The Top 25 International Call destinations can be found here.

You can add an International Call Pack via my.dodo, click here to go to the my.dodo login page, you will need to enter your dodo username and password to login successfully.

 

How much are overseas calls?

International call rates vary from country to country. To view the Full Call Rates, please click here.

We also offer International call packs, which give you 2,000 minutes worth of calls to 25 selected International locations.

Basic Troubleshooting

 

Before you start please check our Network Status information page found here, to see if your service is affected by an outage.

If you are not affected by an outage, please follow the troubleshooting steps below.

 

Is your Home Phone connected correctly?

  • A standard Home Phone setup is a corded or cordless telephone handset connected to a telephone wall socket in your home.
  • Please check that all cables are in good working order.
HP1

 

  • If you have an ADSL service make sure you have installed ADSL filters on all phone sockets in use.
HP2

Still not working?

Step 1 - Isolation Test

To do an Isolation Test; remove ALL devices connected to the
phone lines and phone sockets in the premises:

  • All other handsets
  • Fax Machines
  • Answering Machines
  • ADSL/Dial-Up Modems
  • ADSL Filters
  • Splitters
  • Back to Base Alarm**
  • Foxtel or any other set-top box

** remove only if it can be done safely

Once all devices are removed, connect 1 telephone handset to the phone socket and check for dial tone.

If using a cordless phone, please make sure that the batteries are fully charged.

 

Step 2 - Check all alternate phone sockets

If it doesn't work, check all other phone sockets in the premises. Connect a phone and check for a dial tone.

HP3

Tip: Remember to consider all socket locations such as a bungalow or a garage etc.

Let's be thorough and test all the sockets in your premises. Connect your telephone handset to another phone socket in the house and test for dial tone. Repeat this process for each telephone socket in your house.

 

Step 3 - Try an alternate phone cable

If it still doesn't work, check the phone cable. Get a working phone cable and test again.

HP4

 

 

Step 4 - Try an alternate handset

Your phone handset may have become faulty, if possible test an alternate handset to see if your phone has failed.

HP5

 

If you have done all of the troubleshooting above, and are still having an issue, please click here to create an online support request.

 

 

List of nbn™ Home Phone products and features

Product or Feature Monthly Cost
Call Waiting - Included
Call Forward - Included
Call Return - Included
3 Way Chat - Included
Calling Number Display (NBN Line ID Recieve) - Free
Silent Number (NBN Line ID Send) - Free
Directory Listing - Free
Anonymous Call Rejection - Free
Do Not Disturb - Free
Calling Line ID - Free

 

How do I add other features?

Call Waiting, Call Forward, Call Return and 3 Way Chat are included with your service.

To add any of the other features to your Dodo Home Phone please click here to create an online support request.

Upgrading your plan

If your current plan doesn't quite meet your needs, please click here to create an online support request, and our customer service team will see if we have any more suitable plans available.

About Call Waiting

Call waiting allows you to know when someone is trying to call you when you are already on a call by playing the "Call Waiting tone" (two beeps every five seconds). Call waiting does not work during a 3 way call.

To turn Call Waiting on/off* 

Access Call Waiting Menu - Dial 1 # and follow the prompts
Turn Call Waiting On - Dial * 43 #
Turn Call Waiting Off - Dial # 43 #
Check Call Waiting Status - Dial * # 43 #

 

Using Call Waiting*

To answer or switch between call - Press "Recall" and"2"
To hang up one call and return to the other - Press "Recall" and "1"
To reject the incoming call when already on a call - Press "Recall" and "0"

 

*Services on the Telstra network

Call Waiting nbn™ Home Phone

About

Call Waiting allows you to know when someone is trying to call you when you are already on a call by playing the Call Waiting tone (two beeps every five seconds).

Using Call Waiting

Dialing Code Feature Function
*53* - Call Waiting Status - Check Call Waiting Status
*43 - Call Waiting Activation - Turn On Call Waiting
#43 - Call Waiting Deactivation - Turn Off Call Waiting
*44 - Cancel Call Waiting - Cancels Call Waiting

 

Copper connection fees

 

If you are being connected to the old copper network (due to nbn™ not being available), the below connection fees will apply.

Type of Connection Connection Fee
Transfer of existing number - $0
Standard Connection (Remote) - $59
Standard Connection (Technician) - $99
New Telephone Line Connection - $240

 

My nbn™ home phone is not working

 

Basic troubleshooting

If you are having difficulties with your nbn™ home phone such as No Dial Tone or Line Noise, follow the troubleshooting steps below:

 

Before you start:

  • Power cycle your hardware, this can fix basic connection issues.
  • Check your Account Balance. If it is overdue, your service may be restricted.
  • Check the Network Status to see if there are any outages or known issues with our network in your area.

 

Step 1. Check your modem

  • If VoIP services are active, the VoIP light on the front of the modem should be lit green.
VoIP-Light HP

 

 

 

 

  • Ensure that your modem cables are connected securely and that the phone cable is connected to the "Phone1" port at the rear of the modem.

PH1

 

 

 

Step 2. Check your phone

  • Remove your phone from the "Phone1" port and connect it to the "Phone2" port.
HP2
  • Try another phone If you have one available.
  • Replace the phone cable.

 

 

 

Step 3. Modem reset

  1. At the rear of modem is the reset button.
  2. Push and hold the reset button for 30 seconds ONLY.
  3. The modem will reset and auto-configure
  4. Wait 5 minutes then test the phone.
Modem_Reset

 

 

If you are still experiencing nbn™ home phone issues, please click here to create an online support request.

About Call Forward

Sometimes referred to as "Call Diversion", "Call Forward" allows you to divert all incoming calls made to your phone number to another phone number.

There are a number of different "Call Forward" types available, depending on the call type and your needs.

 

Call Forward Immediate

Call forward Immediate will immediately divert all incoming calls made to your phone number to another phone number.

Turn On Call Forward Immediate*

1. Dial 1# and follow the prompts
2. Dial ⋆21
3. Enter the number you are forwarding to (including area code) followed by #

Turn Off Call Forward Immediate*

1. Dial 1# and follow the prompts
2. Dial #21#


Call Forward Busy

Call Forward Busy will divert all incoming calls when your phone is engaged.

Turn On Call Forward Busy*

1. Dial 1# and follow the prompts
2. Dial ⋆24
3. Enter your phone number (including area code) followed by #

Turn Off Call Forward Busy*

1. Dial 1# and follow the prompts
2. Dial #24#

 

Call Forward No Answer

Call Forward No Answer will divert all incoming calls when no one answers the phone. The default no answer delay is 20 seconds or about 7 rings. However, this can be changed from five to sixty seconds.

Turn On Call Forward No Answer*

1. Dial 1# and follow the prompts
2. Dial ⋆61
3. Enter the number you are forwarding to (including area code) followed by #

Turn Off Call Forward No Answer*

1. Dial 1# and follow the prompts
2. Dial #61#

To check Call Forward No Answer Status*

1. Dial 1# and follow the prompts
2. Dial ⋆#61#

To change the delay before calls are forwarded*

1. Dial 1# and follow the prompts
2. Dial ⋆61
3. Enter your phone number(including area code) followed by ⋆
4. Enter the desired delay time in seconds following by #

 

*Services on the Telstra network

 

Call forward nbn™ home phone

Call Forwarding allows you to divert all incoming calls made to your phone number to another phone number. Sometimes this may be referred to as a call diversion. There a several types of Call Forwarding which allows calls to be forwarded or diverted only under certain conditions.

Call forward always
Call Forward Always will always divert all incoming calls made to their phone number to another phone number.

Call forward busy
Call Forward Busy will divert all incoming calls when your phone is engaged.

Call forward no answer
Call Forward No Answer will divert all incoming calls when no one answers the phone.

Call forward not reachable
Call Forward Not Reachable will divert all incoming calls when the phone has no network coverage or is switched off.

Dialing Code Feature Function
⋆21 - Call Forwarding Always Activate - Turn On Call Forwarding for all incoming calls
#21 - Call Forwarding Always Deactivate - Turn Off Call Forwarding for all incoming calls
⋆21⋆ - Call Forwarding Always Status - Check Call Forwarding Busy status
⋆24 - Call Forwarding Busy Activate - Turn on Call Forwarding Busy for all incoming calls
#24 - Call Forwarding Busy Deactivate - Turn off Call Forwarding Busy for all incoming calls
⋆67⋆ - Call Forwarding Busy Status - Check  Call Forwarding Busy status
⋆61 - Call Forwarding No Answer Activate - Turn on Call Forward No Answer
#61 - Call Forwarding No Answer Deactivate - Turn off Call Forward No Answer
⋆61⋆ - Call Forwarding No Answer Status - Check Call Forwarding Answer status
⋆94 - Call Forwarding Not Reachable Activate - Turn On Call Forwarding Not Reachable Activation
⋆95 - Call Forwarding Not Reachable Deactivate - Turn Off Call Forwarding Not Reachable Activation
⋆63⋆ - Call Forwarding Not Reachable Status - Check Call Forwarding Not Reachable Activation status

 

Raising a fault

If you are experiencing difficulties with your Home Phone service, you can try to fix your issue by following our Basic Troubleshooting steps.

If these steps do not restore your service, please click here to create an online support request.

Should the representative be unable to restore your service, we will then raise a fault with our supplier.

Activation timeframes

 

Type of Connection Provisioning Time Frame
Transfer of existing number (Copper) - Up to 7 business days
Activation of a new number (Copper) - Up to 10 business days
nbn™ Home Phone (nbn™) - Within 24 hours of nbn™ activation*

 

*If transferring a number to nbn™ Home Phone, activation may take longer.

 

Call return

Call return allows you to retrieve the number of the last unanswered call (except for blocked number) and also the option to return the call.

The telephone dial tone will change to a short tone to indicate an unanswered call.  

Cost
There is a charge of 35 cents each time Call Return is used plus the applicable call rate to the number being called.  

Usage*

To retrieve the number of the last unanswered call - Dial 10#
To return the call - Press 1

 

*Services on the Telstra network

Call return nbn™ home phone

Call return allows you to retrieve the number of the last unanswered call (except for blocked number) and also the option to return the call.

Usage

Code       Feature   Function
*10 - Call Return   - Identifies the last incoming call with the option dial the number
#92# - Call Return Number Deletion   - Removes the last incoming call record

 

So, you’ve spoken to technical support, and we have raised a service fault.

 

What happens next?

  • We’ll check things on our end, and see if the issue can be fixed remotely, without having to send a technician out .

  • Our faults team will investigate your case and work to resolve your fault as quickly as possible.

  • If required, we will work with any third-party suppliers to determine the best way to resolve the issue.

 

Then what?

  • We’ll send you an update via SMS within 24 hours of raising a service fault, where we will either confirm the technician’s appointment, or advise you of the next steps needed to resolve your fault.

 

Will you call me?

  • We are able to fix most faults remotely and will keep you updated via SMS. However, if the issue is a complex, we may call you to discuss further.

  • If we have organized a technician, they may call you to ensure you are home, and that there are no on-site risks.

Make and receive calls with nbn™

 

Setting up your nbn™ home phone is quick and easy, just follow the simple steps below:

 

  • Your nbn™ service should be working, and you should have received an SMS advising that your nbn™ home phone is ready

 

  • Connect your telephone to the "Phone1" port at the back of your modem
PH1

 

 

 

  • The "VoIP" light at the front of the modem should be green, this indicates that the nbn™ home phone is active
VoIP-Light HP

 

 

  • Check your phone for dial tone and test if you can make or receive calls

 

 

 If you have followed all of the steps above and are unable to use your nbn™ home phone, click here to create an online support request.

 

Can Dodo install a socket or extension?

 

Unfortunately, Dodo is unable to install additional sockets or alter the internal wiring at your premises in any way.

If you require additional sockets or cabling inside your home, you will need to arrange a certified private technician to carry out any internal work.

Do you fix physical connections such as broken phone sockets?

 

Regrettably, Dodo is unable to perform maintenance to internal wiring.

If you have problems with your internal wiring, you will need to arrange a certified private technician to carry out any internal work at your premises.

Life threatening calls

If you are receiving calls threatening you, a family member or your property, immediately contact the Police on 000.

 

Unwanted marketing or sales calls

If you are receiving unwanted sales and marketing calls, you can register your number on the National Do Not Call Register.

More information about the National Do Not Call Register can be found on their website.

 

Nuisance calls

If you are receiving nuisance calls that are not life threatening, you may decide to change your service number.

 

Scam calls

Never give an unknown caller any personal or financial information. If you have received a scam or phishing call and you’ve disclosed any financial information on the call, we suggest that you contact your financial institution.