General
1. Why are you called M28 Telecom?
The M28 part of our name refers to the Great Commission given by Jesus is Matthew 28:19.
2. Are you affiliated with a particular denomination?
No, we are a private company. The founders of the company are non-denominational evangelical Christians.
3. Will the performance of my service drop?
No, your physical service will still be with the major networks. The only change will be from whom you receive your bill. Our aim is to increase the quality of customer service you receive and simplify your life by having all services on a single invoice.
4. Do I have to pay by direct debit?
Our “Just in Time” payment service allows you to automatically pay for your account on the latest possible date before late fees may be applied. It also reduces our administration expenses which increases the funds available for mission.
5. How competitive are your rates?
Our rates are benchmarked against Telstra. As they still have 80% market share it means that most people will be paying the same as they are now.
6. How are you able to give away your profit?
We purchase airtime/services at wholesale rates from the network providers such as Telstra, Vodafone and AAPT. We rely on a small margin from a large volume of calls to be profitable. We save money by not advertising the traditional way and relying on ‘word of mouth’ advertising. So after paying for staff and expenses we have calculated that there can be a substantial amount left over to give away when we have enough customers — so get your friends to join! You can help increase this by using direct debit and electronic billing and lowering our administrative expenses.
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Residential
1. Are there any costs or charges involved?
Joining M28 TELECOM is free of charge. All that you will pay for is the cost of your telephone calls. If you choose the M28 Telecom's Total Service option your line rental and all calls (including local calls) are billed by M28 TELECOM 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.
2. Will my phone number change?
No, your number does not change. Nothing changes except that you will receive a bill from M28 TELECOM for your national, international and calls to mobile phones.
3. Do you offer a long distance or international fax service?
You are able to send faxes by using the M28 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 with the M28 TELECOM network.
4. What is Total Service?
M28 TELECOM is not only able to help you save on your national and international calls, but on your local calls too! You will receive one bill from M28 TELECOM for all your telephone charges, including local calls, calls to mobiles, service and equipment charges, at M28 Telecom's great rates!
When you join M28 Telecom's Total Service (covering all your telephone charges) you authorise your entire account, not just the one number, to be transferred to M28 TELECOM. What that means is that all of the services that previously appeared on your Telstra bill, will now be billed for you by M28 TELECOM. So please make sure that you know what numbers are on your account before authorising transfer to M28 TELECOM.
5. If I find a fault with my line, who can I contact for help?
If there appears to be any type of fault on your line then you can contact Customer Service on 1300 766 174.
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Business
1. Are there any costs or charges involved?
Joining M28 TELECOM is free of charge. All that you will pay for is the cost of your telephone calls. With the M28 TELECOM Total Service option your service, equipment, products and all calls are invoiced to your business by M28 TELECOM.
2. Will my business phone number change?
No, your number does not change. Nothing changes except that you will receive a bill from M28 TELECOM for your national, international and calls to mobile phones. All other service, equipment, specialised call and product charges remain the same.
3. Does every business call I make go through the M28 TELECOM network?
Yes, except for calls to 12, 13, 18, 19, 0500, 0900 numbers which are still billed to you by M28 TELECOM at the same rates as every other provider.
4. Am I entitled to an account manager?
Yes, any size business is allocated with an account manager. You will have their contact details, so you can deal with them personally. They will know you and understand your business.
5. How do I access your network?
M28 TELECOM will preselect your lines or possibly reprogram your PABX system (if necessary).
6. Is there any disruption to my business or lines during the pre-selection process?
No, absolutely not. The process is completely seamless and is carried out using an automated transfer process between networks.
7. Can I transfer my 1300 or 1800 numbers to M28 TELECOM?
Yes, M28 TELECOM can arrange to "port" your inbound and or freecall numbers from your current company.
8. Do you offer a long distance or international fax service?
You are able to send faxes by using the M28 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 M28 TELECOM network.
9. I think I am contracted to my current provider, how do I know if I am?
It is very rare to see fixed wire lines under contract. But if you are in doubt M28 TELECOM will happily attempt to analyse and interpret your contract. Just fax it to us on 1300 766 153 and we will find out the answer.
10. How long does it take to transfer to M28 TELECOM from my current provider?
In most instances 5-10 days. All phone companies have 30 days to release services so please bear this in mind.
11. What about my mobile phone?
M28 TELECOM can combine your mobile, fixed line charges and internet all on the one monthly easy to read bill. There is no need to change your existing phone numbers.
12. How do I request new lines, relocations and other products and services like line hunt and message bank etc?
Please talk to your M28 TELECOM account manager, they can request all of these and more on behalf of your business, providing you fax/e-mail a written request with 10 days notice.
13. If I am experiencing a fault how do I report and resolve it?
If there appears to be any type of fault on your line then you can contact our 24 hour fault logging service on 1300 766 174. The fault will be reported and investigated. If it is a network fault, it will be cleared as soon as possible. If it is a line fault a technician will be arranged to attend within maximum 2 working days.
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Internet
1. Do you provide free technical support?
Yes, all our customers are entitled to free technical support 8:30am - 10:00pm Monday to Friday and 9am - 5pm on weekends. The number to call is 1300 766 973.
2. Can I have more than one e-mail address?
Yes, up to 5 email addresses are provided. Call 1300 766 128 or email support@m28.com.au to set these up.
3. Is it a local call to connect to M28 TELECOM?
Yes, M28 TELECOM has one Australia wide number it is 0198 308 007. You can call this number from anywhere in the country.
4. Can M28 TELECOM help me get online?
Yes, call M28 TELECOM Technical support on 1300 766 973 and we can help get your computer ready to connect to the internet.
5. What hardware do I need to connect to the internet?
You will need a standard personal computer, a modem and a telephone line. We recommend at least a Pentium class processor with Windows 95, a CD-ROM, 16 megabytes of RAM and a V.90 56k modem.
6. Can I connect to M28 TELECOM internet using an Apple computer?
Yes. Our network is compatible with all computers which use the PPP protocol, including all Apple computers. Our technical support team is able to provide support for customers with Apple computers. We recommend that your Apple uses Mac OS 8 or higher.
7. Do I need a telephone line to connect to M28 TELECOM internet?
A phone line is required for dial-up and ADSL connections. Our wireless broadband solutions do not require a phone line.
8. Can I connect to the internet if I have only one telephone line?
Yes, only one telephone line is needed to connect to the internet. You can connect to M28 TELECOM internet using the phone line normally used for voice telephone calls.
9. What type of modem do I need to connect to M28 TELECOM internet?
M28 TELECOM supports modem speeds up to 56kbps. If you are using a 56kbps modem it must support either the v.90 or K56flex protocols. The speed you can connect to M28 TELECOM depends on the quality of your telephone line.
10. Can I dial into M28 TELECOM internet from anywhere in Australia?
Yes, M28 TELECOM has an Australia wide number 0198 308 007.
11. Can I join M28 TELECOM internet if I already have an internet service provider?
Yes, if you already have ADSL and would like to get online with M28 TELECOM, we can help you connect to M28 TELECOM while keeping your existing connection.
12. Do all internet programs work with M28 TELECOM internet?
Yes, any program which is designed to be used on the internet will work with the M28 TELECOM network.
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