Help

  • Good for You

    • Does Goodtel have a refer a friend program?
      Not yet but it's coming. If you want to supercharge the good you can do in the meantime please tell your friends and family about us.
    • How can I help Goodtel to provide additional support to its charity partners?
      By telling everyone you know about Goodtel. If every one of our customers just told one of their friends about us this would have a significant impact on the good work our charity partners do.
    • Why should I switch to Goodtel?

      First and foremost we pride ourselves on providing a service that our customers will love. We use trusted networks that we know will provide reliable services whilst having support teams that love what they do and love helping customers. Helping is at the core of what Goodtel was created for and whether it's customers, our charity partners, the planet or those in need its what we do best. When you choose Goodtel you're combining your telco needs with your desire to do good in the world and we're confident it's a choice you'll feel good about it.

    • Is Goodtel Australian owned?

      Yes we are 100% Australian owned.

    • Can I suggest a charity to become a charity partner of Goodtel's?
      Yes you can. As Goodtel is a new company we have limited the number of charity partners we work with to ensure we can make a material difference to the work they do. Over time as Goodtel grows we may look to add to new charity partners.
    • How do I switch to Goodtel's Good nbnᵀᴹ
      Switching can by done online in less than 5 minutes or you can call us on 1800 11 GOOD. We've made the switching process as simple as possible so all you need to do is choose which plan is right for you, select a modem if you're new to the nbnᵀᴹ and choose which Good Cause you would like to support and we can start do good together from then on. The time it takes for your nbnᵀᴹ service to become active with Goodtel varies depending on if there has been a previous nbnᵀᴹ service at the premises (typically 1-5 working days) or if it's a new connection (anywhere up to 20 working days). Goodtel keeps you updated via email once your order has been submitted.
    • Can I switch my business to Goodtel?
      You certainly can. Goodtel provides a range of business internet, mobile and cloud pbx products built specially for small to medium sized businesses. Find out more by visiting www.goodtel.com.au/good-for-business
    • Can I use my existing modem or do I need a new one?
      As long as it's an nbnᵀᴹ compatible modem, in most cases yes you can. We can't guarantee every modem will work on our network but our technical team will do their best to get you connected. If you have already have a modem that isnt nbnᵀᴹ-ready we suggest you take it to your nearest OfficeWorks who will recycle it for you.
    • Can I change my nbnᵀᴹ plan at anytime?
      Yes you can. There is no charge to change plans.
    • I'm moving house soon. Can you arrange the installation of nbnᵀᴹ at my new home?
      Yes we can. Depending on the type of technology available at the new property and whether there has been a previous nbnᵀᴹ service there it can take up to 4 weeks from the date of order. Be sure to get in touch as soon as you know your new address and move in date.
    • Do I need to cancel services with my previous provider
      For HFC, FTTN, FTTB or FTTC connections your original service will stop working automatically when your Goodtel service becomes active. You may want to check with your previous provider that they have stopped billing you - but this should occur automatically. For FTTP and Fixed Wireless connections you will need to advise your previous provider that you wish to cancel their service once you have had confirmation from Goodtel that your service active with us. Do not cancel your service before having this confirmation from Goodtel.
    • Does Goodtel provide all the different options for accessing the nbnᵀᴹ?
      Goodtel provides HFC, FTTN, FTTB, FTTC, FTTP and Fixed Wireless nbnᵀᴹ services as well as nbnᵀᴹ TC2 for businesses.
    • Do I have to switch to the nbnᵀᴹ?
      In the large majority of cases yes you do. The nbnᵀᴹ is replacing traditional landline and internet networks across Australia. If you don't switch to the nbnᵀᴹ before the disconnection date you run the risk of being without internet and phone service.
    • When can I connect to the nbnᵀᴹ?
      The nbnᵀᴹ will be available to everyone over time with the service being rolled out across Australia in stages. You can find out when the nbnᵀᴹ is available to order at your property by visiting www.goodtel.com.au/good-nbn and entering your address in the middle of the screen. We'll let you know if it's ready to order what nbnᵀᴹ technology you will receive. When you're ready to order simply order here on our website or call us on 1800 11 GOOD.
    • Will my home phone work when I switch to the nbnᵀᴹ?
      Yes it will. We are able to transfer your existing phone number onto an nbnᵀᴹ Phone service. You can then connect your phone to the router we supply you or you can use an IP based handset.
    • How long does it take to switch to the nbnᵀᴹ?
      If there has been a previous nbnᵀᴹ connection at your premises the standard time frame is 1-5 business days and there will be no additional work required by a technician. If your address has not been connected to nbnᵀᴹ before the standard time frame can be anywhere up to 20 business days and is dependent on your nbnᵀᴹ access technology type and technician availability. Your nbnᵀᴹ access technology will determine the exact method of installation for your technician. For connections to premises that are already connected to the nbnᵀᴹ via FTTN/B or HFC technology there may be a small period of downtime when switching providers. For connections to premises that are already connected to the nbnᵀᴹ via FTTP or Fixed Wireless technology, another port on the already installed network termination device will be activated in addition to any other active ports, so there should be no downtime. For connections to premises that have not yet connected to the nbnᵀᴹ via FTTN/B or HFC technology there may be a small period of downtime when connecting. For connections to premises that have not yet connected to the nbnᵀᴹ via FTTP or Fixed Wireless technology, new infrastructure will be installed which will not interrupt your current service.
    • When will I start being charged for my nbnᵀᴹ service?
      Monthly charges will start for your service when nbnᵀᴹ is activated at your property. We will email you when this activation is complete and charges will begin from this date. Please note that this is not the same as the date that you plug in your nbnᵀᴹ modem. As such we recommend plugging in your modem as soon as you receive the confirmation email from us so you can make the most of your nbnᵀᴹ plan. Please note a payment for your first month's access along with your modem charge if you order one is taken at the time of signing up.
    • What happens to my pre-payment?
      Pre-payment of your first month's nbnᵀᴹ access is processed at the time of sign up. This pre-payment is credited to your account until your nbnᵀᴹ service is activated. As an example, if you order nbnᵀᴹ on the 10th of the month but your service doesnt go live until 20th of the month, your pre-payment would cover from 20th of the month through until 19th of the following month.
    • What's the difference between the standard modem and the upgraded modem?
      The standard modem is the Netcomm NF10WV. It includes Wifi and is perfectly suitable for most homes. You can connect up to 4 devices to it using an ethernet cable plus as many wireless devices as you need. The Netcomm NF18ACV upgraded modem offers AC1600 Wifi, which provides wireless broadcast at 2.6Ghz and 5Ghz. This provides faster data transfer between different devices in your home. It also provides a greater range of Wifi meaning it will reach further locations in your home than the standard nbnᵀᴹ modem. If your house is particularly large or you simply want, best possible performance from your home network the Netcomm NF18ACV is for you. You can purchase the upgraded modem when completing your sign up at the check out.
    • What are the Terms and Conditions of the 14 day Goodness Guarantee
      Our Goodness Guarantee trial means if you are not completed satisfied with your Goodtel nbnᵀᴹ service during the first 14 days of connection we will provide a full refund of your plan fee and any applicable modem charge. To initiate a full refund during the trial period you are required to let us know in writing by contacting our Customer Service team using our website contact form. Please ensure that you do so within 14 days of your service being active and include your account number, account name and email address. If you have purchased an nbnᵀᴹ ready modem from us we will refund the cost of this modem in full. The unit should be returned to us at the address shown below at your own expense. On receipt of the modem by our team we will process a full refund of your plan fee and modem charge within 48 business hours. Terms and Conditions: - 14 day trial refunds will only include any applicable pre-paid plan fee or modem charge made during the sign up process. - The refund cannot include any nbnᵀᴹ New Development Charge or nbnᵀᴹ Subsequent Line Charge. Note that these are charges passed through from nbnᵀᴹ for new developments and as such cannot be refunded. - Refunds will be made to the original credit or debit card used during the sign up process. Refunds cannot be substituted by cash or refunded using any other payment method. - Returned modem must be in good condition. This means no damage to the unit, and the unit must be returned with all associated cables, power adapter and in the original box. Failure to return all parts will prevent us from being able to refund the cost of the modem. - Modems received without a meaningful reference cannot be accepted by our team. Please ensure you include your account number so that we know who the modem is from. - The 14 days will commence from the day that your service is activated by nbnᵀᴹ and we send you an email to confirm your 'nbnᵀᴹ Service is Ready to Go!'. Please note that this is not 14 days after you plug in the modem. As such we urge you to begin using your service as soon as you can after the activation date. Refund requests received after 14 days from activation cannot be processed. Modem Return Address: Modem Returns Goodtel Level 4, 80 Market St South Melbourne, Victoria, 3205
    • Which nbnᵀᴹ plan should I choose?
      Goodtel offers 3 different nbnᵀᴹ speed plans. nbnᵀᴹ25 is more suited to homes with 1-2 people. It provides 21 Mbps typical evening speeds. This is the entry level plan and will suit a household that doesn't need to connect to too many devices at once. nbnᵀᴹ50 is more suited to homes with 2-4 people. It provides 42 Mbps typical evening speeds. This is the good all rounder plan for families and will ensure everyone can be online at the same time whenever it's required. nbnᵀᴹ100 is more suited to homes with 4+ people. It provides 83 Mbps typical evening speeds. This is the plan for larger families to use and for those that have a regular need to upload or download large files. The above is intended to be a guide only and don't forget you can change your plan anytime with no cost for doing so. All Good nbnᵀᴹ plans are unlimited with no set up fees and no contracts.
    • Do you provide nbnᵀᴹ plans?
      Yes we have a range of Goodnbnᵀᴹ plans available with unlimited data with no lock in contracts or set up fees.
    • Why does Goodtel contribute 50% of its profits to charities?

      Goodtel is about helping the planet and those who need it most. We know most businesses are in to maximising their profit for shareholders and there is no judgement from us. We just prefer to be part of a new wave businesses that believe doing good is just as important as making a profit. Goodtel is certainly not the only company that thinks this but is very proud to be a part of this way of thinking.

    • Why doesnt Goodtel just make it's plans even cheaper instead of contributing a significant part of its profits to charities?

      There are many ways to help others and so many people that need help. Goodtel believes there are lots of great charities out there doing amazing work and we have decided to help them rather than simply set up to be the cheapest telco in the market. In our experience someone will always come along and want to be the cheapest so it’s not something that is very sustainable. Goodtel wants to be different and do something that has the potential to actually make a difference where it is needed most.

    • What should I do with my old modem if it's not compatible with the nbnᵀᴹ?
      You can take your old modem to your local Officeworks and they will recycle it for you.
  • Good for Business

    • Does Goodtel have a refer a friend program?
      Not yet but it's coming. If you want to supercharge the good you can do in the meantime please tell your friends and family about us.
    • How can I help Goodtel to provide additional support to its charity partners?
      By telling everyone you know about Goodtel. If every one of our customers just told one of their friends about us this would have a significant impact on the good work our charity partners do.
    • Why should I switch to Goodtel?

      First and foremost we pride ourselves on providing a service that our customers will love. We use trusted networks that we know will provide reliable services whilst having support teams that love what they do and love helping customers. Helping is at the core of what Goodtel was created for and whether it's customers, our charity partners, the planet or those in need its what we do best. When you choose Goodtel you're combining your telco needs with your desire to do good in the world and we're confident it's a choice you'll feel good about it.

    • Is Goodtel Australian owned?

      Yes we are 100% Australian owned.

    • How do I switch to Goodtel's Good nbnᵀᴹ
      Switching can by done online in less than 5 minutes or you can call us on 1800 11 GOOD. We've made the switching process as simple as possible so all you need to do is choose which plan is right for you, select a modem if you're new to the nbnᵀᴹ and choose which Good Cause you would like to support and we can start do good together from then on. The time it takes for your nbnᵀᴹ service to become active with Goodtel varies depending on if there has been a previous nbnᵀᴹ service at the premises (typically 1-5 working days) or if it's a new connection (anywhere up to 20 working days). Goodtel keeps you updated via email once your order has been submitted.
    • Can I use my existing modem or do I need a new one?
      As long as it's an nbnᵀᴹ compatible modem, in most cases yes you can. We can't guarantee every modem will work on our network but our technical team will do their best to get you connected. If you have already have a modem that isnt nbnᵀᴹ-ready we suggest you take it to your nearest OfficeWorks who will recycle it for you.
    • Can I change my nbnᵀᴹ plan at anytime?
      Yes you can. There is no charge to change plans.
    • Do I need to cancel services with my previous provider
      For HFC, FTTN, FTTB or FTTC connections your original service will stop working automatically when your Goodtel service becomes active. You may want to check with your previous provider that they have stopped billing you - but this should occur automatically. For FTTP and Fixed Wireless connections you will need to advise your previous provider that you wish to cancel their service once you have had confirmation from Goodtel that your service active with us. Do not cancel your service before having this confirmation from Goodtel.
    • Does Goodtel provide all the different options for accessing the nbnᵀᴹ?
      Goodtel provides HFC, FTTN, FTTB, FTTC, FTTP and Fixed Wireless nbnᵀᴹ services as well as nbnᵀᴹ TC2 for businesses.
    • Do I have to switch to the nbnᵀᴹ?
      In the large majority of cases yes you do. The nbnᵀᴹ is replacing traditional landline and internet networks across Australia. If you don't switch to the nbnᵀᴹ before the disconnection date you run the risk of being without internet and phone service.
    • When can I connect to the nbnᵀᴹ?
      The nbnᵀᴹ will be available to everyone over time with the service being rolled out across Australia in stages. You can find out when the nbnᵀᴹ is available to order at your property by visiting www.goodtel.com.au/good-nbn and entering your address in the middle of the screen. We'll let you know if it's ready to order what nbnᵀᴹ technology you will receive. When you're ready to order simply order here on our website or call us on 1800 11 GOOD.
    • Why does Goodtel contribute 50% of its profits to charities?

      Goodtel is about helping the planet and those who need it most. We know most businesses are in to maximising their profit for shareholders and there is no judgement from us. We just prefer to be part of a new wave businesses that believe doing good is just as important as making a profit. Goodtel is certainly not the only company that thinks this but is very proud to be a part of this way of thinking.

    • Why doesnt Goodtel just make it's plans even cheaper instead of contributing a significant part of its profits to charities?

      There are many ways to help others and so many people that need help. Goodtel believes there are lots of great charities out there doing amazing work and we have decided to help them rather than simply set up to be the cheapest telco in the market. In our experience someone will always come along and want to be the cheapest so it’s not something that is very sustainable. Goodtel wants to be different and do something that has the potential to actually make a difference where it is needed most.

    • What is a Cloud PBX?
      A cloud pbx is a phone system that is connected to your internet connection rather than the traditional phone network. Cloud PBX's work much in the same way as a tradtional PBX or phone system but come with a range of features to help productivity whilst offering cost savings at the same time. Goodtel's Cloud PBX allows businesses to add or remove team members easily, answer calls via a virtual receptionist, route calls based on the time of day or location of the caller plus much more.
    • What should I do with my old modem if it's not compatible with the nbnᵀᴹ?
      You can take your old modem to your local Officeworks and they will recycle it for you.
    • What are the Terms and Conditions of the 30 day Goodness Guarantee
      Our Goodness Guarantee trial means if you are not completed satisfied with your Goodtel nbnᵀᴹ service during the first 30 days of connection we will provide a full refund of your plan fee and any applicable modem charge. To initiate a full refund during the trial period you are required to let us know in writing by contacting our Customer Service team using our website contact form. Please ensure that you do so within 30 days of your service being active and include your account number, account name and email address. If you have purchased an nbnᵀᴹ ready modem from us we will refund the cost of this modem in full. The unit should be returned to us at the address shown below at your own expense. On receipt of the modem by our team we will process a full refund of your plan fee and modem charge within 48 business hours. Terms and Conditions: - 30 day trial refunds will only include any upfront, modem or hardware charges paid during the sign up process. - The refund cannot include any nbnᵀᴹ New Development Charge or nbnᵀᴹ Subsequent Line Charge. Note that these are charges passed through from nbnᵀᴹ for new developments and as such cannot be refunded. - Refunds will be made to the original credit or debit card used during the sign up process. Refunds cannot be substituted by cash or refunded using any other payment method. - Returned modem and/or other hardware must be in good condition. This means no damage to the modem and/or other hardware, and the modem and/or other hardware must be returned with all associated cables, power adapter and in the original box. Failure to return all parts will prevent us from being able to refund the cost of the modem and/or other hardware. - Modems and/or othert hardware returned without a meaningful reference cannot be accepted by our team. Please ensure you include your account number so that we know who the modem and/or other hadrware is from. - The 30 days will commence from the day that your service is activated by nbnᵀᴹ and we send you an email to confirm your 'nbnᵀᴹ Service is Ready to Go!'. Please note that this is not 30 days after you plug in the modem and/or other hardware and we urge you to begin using your service as soon as you can after the activation date. Refund requests received after 30 days from activation cannot be processed. Modem and Hardware Return Address: Modem and Hardware Returns Goodtel Level 4, 80 Market St South Melbourne, Victoria, 3205
  • Good for Causes

    • Does Goodtel have a refer a friend program?
      Not yet but it's coming. If you want to supercharge the good you can do in the meantime please tell your friends and family about us.
    • How can I help Goodtel to provide additional support to its charity partners?
      By telling everyone you know about Goodtel. If every one of our customers just told one of their friends about us this would have a significant impact on the good work our charity partners do.
    • Why should I switch to Goodtel?

      First and foremost we pride ourselves on providing a service that our customers will love. We use trusted networks that we know will provide reliable services whilst having support teams that love what they do and love helping customers. Helping is at the core of what Goodtel was created for and whether it's customers, our charity partners, the planet or those in need its what we do best. When you choose Goodtel you're combining your telco needs with your desire to do good in the world and we're confident it's a choice you'll feel good about it.

    • Is Goodtel Australian owned?

      Yes we are 100% Australian owned.

    • Why does Goodtel contribute 50% of its profits to charities?

      Goodtel is about helping the planet and those who need it most. We know most businesses are in to maximising their profit for shareholders and there is no judgement from us. We just prefer to be part of a new wave businesses that believe doing good is just as important as making a profit. Goodtel is certainly not the only company that thinks this but is very proud to be a part of this way of thinking.

    • Why doesnt Goodtel just make it's plans even cheaper instead of contributing a significant part of its profits to charities?

      There are many ways to help others and so many people that need help. Goodtel believes there are lots of great charities out there doing amazing work and we have decided to help them rather than simply set up to be the cheapest telco in the market. In our experience someone will always come along and want to be the cheapest so it’s not something that is very sustainable. Goodtel wants to be different and do something that has the potential to actually make a difference where it is needed most.

Or we can call you

Or we can call you