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| 1. |
How do I switch to Trinity Telecom? |
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It's easy! It is simple just go to website at http://www.trinitytelecom.com.au and you can
sign up online. |
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| 2. |
Why should I choose Trinity Telecom over all the other providers of
telecommunications services? |
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Trinity Telecom's rates are extremely competitive and our commitment to customer service
is unsurpassed. In fact, when you call us our experienced operators will answer your call,
not an automated message system. With Trinity Telecom you will get your local, long
distance, and mobile services presented to you on an easy to understand monthly bill. |
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| 3. |
Will my phone number stay the same? |
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Yes, there is no need to change your number, nor is there any need for a new phone or
any other additional equipment. The only change will be a much cheaper phone bill. |
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| 4. |
Can I still use my message bank service? |
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Yes. This and any other service you have will remain active after switching to Trinity
Telecom. Please note that we are unable to support the Telstra Home Message Bank 101 |
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| 5. |
Who can I call if something goes wrong? |
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Customer service is only open Monday to Friday 7.30 am to 5.30 pm EDST. |
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| 6. |
What does preselection mean? |
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All telephone calls start and finish on the existing Telstra network (unless you are an Optus
local customer). This means that Telstra's exchanges have to be programmed to
recognise that any long distance calls made from your phone number need to be sent via
Trinity Telecom's network rather than by Telstra. This reprogramming is called preselection.
Pre-selection is sometimes referred to as non-code access. |
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| 7. |
What is Trinity Telecom's line fault reporting process and what are the
timeframes? |
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Trinity Telecom has the same line fault SLA's as Telstra. Depending on if Residential or
Business depends on how quickly the customer will get a response to get the issue
resolved. Have a look at our Service Level Guarantee on our Website. |
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| 8. |
What does GST apply to? |
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GST applies to all services excluding calls while made overseas. For example: National,
International and Local Call charges, Mobile Access Fees, WAP, National, International
and Local Mobile calls, Mobile Access Value Added services, e.g. Voicemail, Call
Hold/Wait, Billing Administration and late payment fees. |
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| 9. |
Is there a joining fee? |
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There are no joining fees and no minimum spend requirements. You will be required to
sign an application form that will give us the authority to "churn" your local and long
distance service away from your current provider to Trinity Telecom. The only difference
will be the amount you save. |
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| 10. |
What is a flagfall? |
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Just like taxis, telecommunications companies charge a flagfall to cover the cost of making
the connection. If the call is not answered, no flagfall is charged. |
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| 11. |
How does pro-rata line rental charges work? Are their any other upfront charges
for voice? |
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Trinity Telecom will bill line rental charges one month in advance and call charges in
arrears. Example: Trinity Telecom customers have a billing month of 1st - 30th of the
month.
If a customer joined Trinity Telecom Home on the 15th of the month then they would see
charges as follows:
15th - 30th PRO-RATA charge to catch up to current billing month. ((Line rental charge /
days in current month) multiply (number of days to bill)) 1st - 30th Full monthly line rental
charge for next month in advance. |
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| 12. |
Can I see my bill on the Internet? |
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Yes, you will be able to view your billing information on the Internet. Trinity Telecom's bill
view service allows you to view your Trinity Telecom bill online, just like the one you
receive in the mail. If you wish you can also pay your bill online. |
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| 13. |
How often will I be billed? |
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You are billed monthly for your Trinity Telecom local and preselected fixed line service. |
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| 14. |
How will I know when my fixed lines have been preselected to Trinity Telecom? |
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Once your fixed line service has been pre-selected to Trinity Telecom you will receive
notification by mail in the form of a Welcome letter. |
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| 15. |
How do I set up direct debit? |
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Just call us on 1300 786 192 and ask us to send you out a Trinity Telecom direct debit
form. Complete this form, post it to us and we will do the rest. |
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| 16. |
How do I change my credit card details? |
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Contact customer service on 1300 786 192 and we can change your details right there
over the phone. |
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| 17. |
How do I change the account holder on my account? |
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To change the account ownership, the new account holder will need to fill in a new
application form giving Trinity Telecom permission to place the account in their name. Just
call us on 1300 786 192 to send you out a form. |
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| 18. |
How can I give my permission for someone else to access my account? |
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If you would like any third party to be able to access your account, please call us on 1300
786 192 and we can set this up for you over the phone. |
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| 19. |
Why hasn't my payment been applied on my account? |
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If your payment was made after the due by date or within a couple of days of your current
account being issued, it may not show on the account. You should check your payment on
your next account or you can go to the view bill option on this site. Our online view bill
solution allows you to view your Trinity Telecom bill, just like the one you receive in the
mail, online. |
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| 20. |
Why does another carrier bill me for some calls? |
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You may have dialled another carrier's override code before making a call. The carrier
whose override code you have used will bill you for that call. |
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| 21. |
Why have I received a payment reminder? |
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Your payment may have been received after the payment reminder letter was sent. If so
you'll see your payment on your next account or you can go to view bill to check your bill
online. If you receive another payment reminder, please call us on 1300 786 192 to
confirm your payment was received by Trinity Telecom. |
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| 22. |
What is Trinity Telecom's ABN number? |
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Our ABN is 49 108 322 452. |
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| 23. |
What is Trinity Telecom's billing cycle? |
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In the first instance Trinity Telecom will be billing by calendar month. |
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| 24. |
Is there a cooling off period? |
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Yes, but only for customers that have been approached by the dealer sales team, i.e. door
to door. The cooling off period ranges from 7 - 10 days depending on which state the
customer is located. |
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| 25. |
Will Trinity Telecom full service offer the following and at what prices? |
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Call waiting, Caller ID, Message Service (including whilst online dialup).
Trinity Telecom offers the full range of Value Added services offered by Telstra Wholesale.
These include Call waiting, Called ID, and Message Bank. |
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Prices: |
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Call waiting - FREE
Caller ID - $6.27 per month
Message Service - $6.27 per month |
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| 26. |
What is the charge for handset rental? |
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The monthly charge for handset rental on Trinity Telecom is $3.13 per month for a
standard T1000 handset.The monthly charge for handset rental on Trinity Telecom for
calling number display is $6.27 per month for a T1000c handset. |
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| 27. |
What is the charge for silent/private numbers? |
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The monthly charge per month is $3.06 |
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| 28. |
What is the process for removing handset rental? |
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i.e. Telstra ask their customer's to return their telephones to the post office or Telstra shop
and obtain a reference number for removal from bill.
The customer must make an arrangement with Trinity Telecom as to where they will be
returning their handset (e.g.: Post office) and Trinity Telecom will liaise with Telstra to
have the Handset rental charge removed by Telstra. |
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| 29. |
Is FaxstreamTM available? |
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Yes, Trinity Telecom can offer Fax stream services to customers. |
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| 30. |
Does Trinity Telecom have Message Services? |
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Yes. Trinity Telecom can set up a message bank service. The monthly charge is currently $6.00 per month. |
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Please Note: Telstra Home messages 101 is FREE but this is an exclusive Telstra product is set up by simply dialling 101 from your home phone service and following the prompts. |
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| 31. |
Does Trinity Telecom arrange new connections to customer's new residences?
What is the process and how much does this cost the client? |
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Yes! Trinity Telecom can provide new connections to customer's residences at a cost of
$299.00. An additional $159.50 will be charged for additional lines. |
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If an existing line is present then a setup fee of $59.00 is payable. There is no charge if
you are moving from one carrier to another. |
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| 32. |
Do you offer a long distance or International fax service? |
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You are able to send faxes by using the Trinity Telecom network, and 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 and 0019 is an
Optus product and is not compatible to the Trinity Telecom network. |
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| 33. |
How can I pay my bill? |
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Direct Debit |
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To register for Direct Debit to your credit card or bank account, please contact customer
service on 1300786192 to arrange for this to be set up. |
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