WELCOME GUIDE. All you need to know!

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1 WELCOME GUIDE All you need to know! TM

2 P. 1 Welcome to MyNetFone Here are some handy numbers for you to remember Residential Enquiries: FREE Service numbers Voic collection and setup Account balance and recharge Customer Care Centre

3 P. 2 Contents Introduction 3/ VoIP Setup 4/ ADSL Setup 5/ MyAccount Portal 6/ Call Feature Setup Keep your Existing Number 7/ Direct In-Dial Number 8/ Voic & Voic to 9/ Follow Me 10/ Global Access Dial-in 11/ Global Access Callback 12/ Shared Access Number 13/ Virtual Fax 14/ MyText SMS 15/ What is VoIP 16/ Difference between Regular and Naked ADSL2+ 17/ Help your friends save too 18/ Business Solution 19/ Satisfaction Guaranteed... 22/ Asia Pacific 2010 Winner Australia 2010 Winner

4 P. 3 Introduction This user guide has been compiled to provide you with all the information you need to know about MyNetFone VoIP and Broadband Services. Hi! My name is Mini. I will be your companion all the way through to help you make the most of your MyNetFone Service! In this guide, you will: Get started with MyNetFone: VoIP & ADSL Find out how to use the online MyAccount Portal Get heaps of tips to help you run your VoIP Service smoothly Set up all the cool and funky service features included in all MyNetFone service plans. TIP: Watch out for the handy icon! Look for the light bulbs! They ll give you hints on how to make the most of your MyNetFone service!

5 P. 4 VoIP Setup Getting started with MyNetFone is easy you ll be saving in no time! Simply pick your scenario & follow the steps. Using a MyNetFone Packaged Device? Bringing Your Own Device? (BYO) Using MyNetFone Softphone? STEP 1 Purchased from the MyNetFone website: Your device is already registered and ready to go! Bring Your Own VoIP Device to MyNetFone and join MyNetFone on one of our flexible service plans. Download the MyNetFone SoftPhone FREE when you purchase $20 call credit on the MyNetFone website. Visit: com.au/byo to purchase a MyNetFone account, select your plan & add credit to your account. Visit: com.au/device-byo available for Windows, Mac and data capable mobile phones. STEP 2 All MyNetFone devices are plug & play. Simply connect the device as shown on the box. You will soon receive a confirmation with your MyNetFone user number, password and configuration details. You will soon receive a confirmation with your MNF user number, password and configuration details. STEP 3 Start Connect your device according to its instructions and using the service details provided by MyNetFone. Install the soft phone using the details provided by MyNetFone. Visit the MyNetFone Support Centre fone.com.au/support for the set-up guide. Calling! Making a phone call from MyNetFone is no different to your landline service. Just dial and start chatting! To make a free call to another MyNetFone user, simply dial their MyNetFone user number (starting with 09 xxx xxx)

6 P. 5 ADSL Setup If you got your modem from MyNetFone, then you simply need to plug it in by following the steps below: Connect the supplied power cord to the modem (but do NOT turn it on yet) Connect one end of the Ethernet cable into one of the Ethernet ports on the modem, and the other end to the network card on your PC (for wireless setup refer to the separate flyer enclosed with our modem) Connect one end of the phone cable to the modem s ADSL socket, and the other end to a phone/adsl wall socket If you have upraded to the All-in-One modem, you can connect up to 2 normal handsets to the modem s phone sockets to make calls over VoIP Turn on the power that s all! You re ready to start browsing! Network Security refer to the separate flyer included with your modem for instructions on ensuring your network is secure and on setting up wireless. Internet Up to 4 Computers NB6Plus4Wn Wireless LAN ADSL Socket Reset Button Ethernet Ports Push Button Wireless Configuration Power Button BYO Modem If you have signed up to MyNetFone ADSL with a BYO Modem, please refer to your modem manual for setup instructions. If you have any questions, contact our Customer Service Team on

7 P. 6 MyAccount Portal From the MyAccount Portal, you can set up almost everything about your account! How do I login to the MyAccount Portal? Visit our website at and log in using your username and password these details are included in your MyNetFone confirmation . Need to credit your account? You can make a credit card payment on your MyNetFone account at anytime by clicking on the Payment tab directly from the MyAccounts section. Auto Payments Register your credit card or direct debit details for automatic payments and you ll never run out of credit! From the MyAccounts section, click on the Auto Payments tab and follow the instructions. Want to change Service Plan? VoIP: Click on the My Voice Service tab and select a new plan with the click of a button! ADSL: Please contact our Customer Service Team on (or FREE call 181 from your MyNetFone VoIP Service) to change your ADSL Plan. Has your address changed? Update your details by clicking on the My Customer Details tab.

8 P. 7 Call Feature Setup Keep your Existing Number Want to escape from your Telco, but don t want to lose the phone number you re so used to? No problem! MyNetFone provides Local Number Portability (LNP) - a fancy way of saying you can keep your existing phone number when moving to our VoIP phone service. What do I need to know about Local Number Portability? Quick and easy process - only takes 3 days Very affordable price to port each number, a small price for such great convenience You can check whether your number is eligible to be moved to MyNetFone via an online tool at We understand that your phone number can be a personal thing, so if for any reason you decide to leave MyNetFone (but with such amazing call rates and service, why would you?), you can take your number with you*. *As long as your new provider has their own capability to port numbers from the MyNetFone network

9 P. 8 Direct In-Dial Number A Direct In-Dial (DID) Number is simply a normal landline telephone number that is attached to your MyNetFone service for you to receive calls on. It is included FREE with most MyNetFone plans! Even if you move your existing number to MyNetFone, it can still be handy to get additional DIDs read on to find out more! How do I choose my DID number? Login to the MyAccount portal at then: Select My Numbers in the left menu Click on Lease New Number (bottom right of page) Select the Region where you require a local number (Note: make sure to leave Group Size as 1 ) Available numbers and any associated charges (if applicable) will appear to confirm, click Lease Selected Group Now go to My Voice Service in the left menu Click on Direct In-Dial Numbers in the top menu Click Add DID on the right of the page the DID you just leased will appear Select the DID and confirm Alternatively, our Customer Service Team is happy to help you out with this process give them a call on Get a lot of calls from Interstate? You can set up additional DIDs in most Australian regions, so your family and friends from interstate can call you for the cost of a local call (you already get untimed calls Australia-wide from 10 per call depending on your VoIP plan). Additional DIDs cost just $30 per year simply follow the process described above. HINT: Travelling overseas? Your friends & family can call you for the cost of a local call! Simply get a DID number for your home-town, then take your MyNetFone handset or softphone & set it up overseas.

10 P. 9 Voic & Voic to MyNetFone provides a free voic service with all VoIP Plans. Plus, we can deliver your voic messages straight to your inbox as an audio file that you can conveniently download wherever you are. Dial 121 from your MyNetFone service, press 0 for Voic Setup and follow the prompts to record your voic greeting (Note: Mailbox number is your DID number) Login to the MyAccount Portal and select My Voice Service Click on the Follow Me and Voic tab in the top menu and select Redirect to Voic on Busy or No Answer. Click the Update button. The Voic service is now active. To also set up Voic to redirection, follow a few extra steps: In the Voic to box on the same page, select either: a) Forward Voic to , Delete from Server the voic will be automatically forwarded to your nominated address and the voic content will be erased immediately from our server. b) Forward Voic to , Leave on Server (Collect via 121) the voic will be automatically forwarded to your nominated address, but will also be retained on our server, which you can access by dialing 121 from your VoIP line. Enter your address and recipient name and click Update. You re done! To switch OFF the Voic to , select No Follow Me at step 3.

11 P. 10 Follow Me Follow Me is a handy call-directing feature included with all MyNetFone Voice Services. It allows you to forward incoming calls to multiple numbers or to voic . For example, if you have a DID number for your home-phone, you can redirect it to your mobile, so you can still answer the call when people try to call your house. The next step might be to redirect to your partner s mobile or to voic . Login to the MyAccount Portal and select My Voice Service in the left menu. Click on the Follow Me and Voic tab in the top menu and select one of the following: Redirect immediately to Follow Me list - sends calls to the numbers on your Follow Me list straight away Redirect to Follow Me on busy or no answer - sends calls to your Follow Me list if you don t answer after a certain amount of time (you can adjust the time) Follow Me & Voic Redirect to Follow Me list then voic on busy or no answer - sends calls to the numbers on your follow me list, and if none answer, sends the call to voic . Click on Add Follow Me and add the numbers you would like to redirect calls to. To switch OFF the Follow Me directions, select No Follow Me. NOTE: The Follow Me feature is free but does not include call costs, so if you redirect the calls to mobile or international destinations, these will be charged to your account at MyNetFone s great low rates. The caller will only pay for the call to the original destination number.

12 P. 11 Global Access Dial-in Make calls at MyNetFone s low cost rates from any telephone - dial in from the office, a friend s place, even whilst on holiday! Simply dial into your local Global Access Point from a pre-registered telephone number (Global Access Number) and then call via your MyNetFone service. The Dial-in option is ideal for using Global Access when making calls from a landline to a local Access Number, so you only pay for a local call to your Telco, and then low MyNetFone VoIP rates for the rest of the call. In the MyNetFone Portal, register the phone number of the phone you wish to call from: mobile, VoIP, landline. Login to MyAccount from the homepage, then go to My Voice Service -> Global Access -> Add Global Access Number Dial your local Global Access Point: Get the full list at You will then hear a voice prompt advising you to dial the number you wish to call. Please note: make sure you dial the area code when calling an Australian number (i.e ), this is a necessary step for the Global Access feature to work correctly. Start chatting! HINT: If you want to use Global Access from a mobile phone or if you do not have a local Access Number, use the Global Access Callback option (next page) to avoid paying STD fees or per minute mobile rates.

13 P. 12 Global Access Callback Get low VoIP rates while using any phone or mobile. All you need is to register your phone number or mobile number on our website and you re ready to use this service - plus, registration is free! This feature is ideal for people on the go who often use their mobiles, especially if calling overseas. It is also handy for those frequently visiting family in remote areas who are not connected to VoIP, where using Global Access Callback will help avoid STD charges. Register your mobile, landline or any other phone from which you frequently make calls - simply log into the MyAccount Portal, select: My Voice Service, then If you have multiple VoIP devices, select the device you want your VoIP calls billed to, then Global Access tab in the top menu and enter up to 5 numbers you want to add Dial one of the Global Access Callback Numbers or from any of the numbers you registered in step 1 - you will hear a busy tone, you should press # on your keypad and hang up. You will not be charged for the call by us or any third party provider, as it is not answered by our system. Our system will call you back in a few seconds - you then simply pick up the call and hear an automatic prompt to enter your destination number! The call will then go through at low VoIP call rates - this will involve two charges: one VoIP call charge for the call back, and a local or international VoIP call charge to the destination number. HINT: Remember to enter the full international code if calling overseas, or the area code if calling within Australia.

14 P. 13 Shared Access Numbers Your friends can call you for the cost of a local call from anywhere in Australia*, with no special equipment required! With Shared Access Numbers, your friends and family simply dial a Shared Access Number as a local call from selected areas in Australia! They enter your MyNetFone number as an extension and can now talk to you for the cost of a local call! Give your callers the MyNetFone Shared Access Number local to their area from the list at and your MyNetFone Number (09xx xxxx) as an extension They dial the Shared Access Number for the cost of a local call They follow the prompt to enter the full destination number - which is your MyNetFone number (09xx xxxx) Note: Do not use DID s for this - they will not work with this service The caller is immediately transferred to you via the MyNetFone network. Once calls are inside the MyNetFone network, they are free - no matter the origin or destination of the call! * Locations that are within the boundanies of regions listed in Shared Access Number table online.

15 P. 14 Virtual Fax MyNetFone s Virtual Fax service delivers faxes directly to your address as PDF documents and sends faxes directly from your computer - no need for printing! De-clutter your desk from piles of received fax papers Fax line never busy - receive multiple faxes siimultaneously Move your existing fax number to MyNetFone or get a new number Store faxes together with s from sender for easy management Save paper & help the environment Receive faxes in real time on your mobile via (if you have enabled on your smartphone) Setting up Virtual Fax with MyNetFone is very easy, and available to both new and existing customers. All you need to do is pick a Virtual Fax plan and download free Virtual Fax installer software. For plans & setup instructions, refer to our easy step-by-step guide at

16 P. 15 MyText SMS Send SMS from your MyNetFone account! MyText SMS allows you to send an instant SMS message to single or multiple recipients with one quick sweep across the keyboard. You can even register your own mobile number so it s displayed as the sender ID and also receive replies to your SMS through your mobile handset! MyText SMS is the quick and easy way to get your message across and for only 15 cents per message, (160 characters) it has to be the most inexpensive too! Login to the MyAccount portal, then go to: MyText SMS Register your mobile number so you can receive replies to your mobile device. Add single or multiple recipients, your message, press send & you re done! MyText Quick SMS MyText Quick SMS allows you to send an SMS using the MyNetFone service from your computer desktop or webpage without the need to log in to the MyAccount portal. For details, visit

17 P. 16 What is VoIP? To put it simply, VoIP (Voice over Internet Protocol) is a way to make phone calls for less. It s the same as using your home phone, except the call is sent over your broadband Internet connection instead of the regular telephone network. Since calls made using VoIP are significantly cheaper than using landlines, most of our customers save about 60% off their phone bills. It may sound high tech, but in fact it s very easy to use! You can still use your existing handsets, and your computer does not have to be switched on. How it works: To use MyNetFone s VoIP service, you simply need: Broadband connection, either DSL or cable VoIP-enabled telephone: Either your normal handset plugged into a VoIP phone adaptor (or a softphone), or an all-in-one handset MyNetFone service plan of your choice All our devices are plug & play: you ll make and receive calls from people with ordinary landlines, mobile users and other VoIP users in no-time! It s so easy to use - get your friends & family on it. Plus, you ll be able to call each other for free once you re both on the MyNetFone Network. Single user broadband connection using a VoIP Adaptor Computer Internet Broadband Modem MyNetFone VoIP Adaptor Telephone

18 P. 17 Difference between Regular and Naked ADSL2+ MyNetFone delivers two types of internet connection: regular ADSL2+ and Naked ADSL2+. Regardless of the type of connection, our service includes a number of other key benefits: Same plans & quotas for ADSL2+ and Naked ADSL2+ Easy Setup: all our equipment is pre-configured Free Unlimited Technical Support from our Sydney call centre Low contention for better internet connection quality So what is the difference? NAKED ADSL2+ No line rental - save up to $400 per year! Your landline phone line will be no longer be available Optional: move your number to MyNetFone and use VoIP for all your calls intead, just like a regular phone line* Limited coverage ADSL2+ Internet delivered over your existing phone line You still pay line rental to your phone provider Optional: use VoIP to save on call costs* alongside your regular landline Excellent coverage Since Naked ADSL2+ provides much better value by getting rid of line rental, we always offer it as the preferred option. But if Naked ADSL2+ is unavailable in your area, our Coverage Checker will automatically offer you the next best option of regular ADSL/ADSL2+ with the same great value plans (only available on Economy or higher plans). Value Guarantee We guarantee you get the best value out of your MyNetFone Broadband Plans, by automatically passing along to our existing customers any quota increases or price reductions made to our plans! Unlike some other providers, with MyNetFone there is no need to wait for your current contract to expire before you get any quota increases.

19 P. 18 Help your friends save too! Did you know that all calls between MyNetFone VoIP users are free? Even internationally! So get your friends and family to join our award-winning service and you can all chat to each other for free. simply tell them to check out our website - we always have great-value specials to help them get started for less! Know someone who runs a business? Whether starting, growing or moving offices, MyNetFone provides a complete communications solution for any business, with business-grade plans with 2 to 40+ lines, professional business handsets, business-grade broadband connection and more. Our business customers save an average of 60% off their phone bills we re sure your friends would love to save their business that capital as well!

20 P. 19 Business Solutions Did you know your business could also benefit from VoIP Savings? In fact, MyNetFone is Australia s leading provider of business-grade VoIP communication solutions. We provide a range of voice and data services suitable for any business from small offices to corporations. Communications Solution for Moving Offices Moving office is the perfect time to switch to a complete communications solution that will minimise disruption to the daily running of your business and can grow and change with your business. MyNetFone delivers the following benefits and much more: Keep your existing number Quick and easy setup Low start-up costs - no bulky system (PBX) installation and associated expenses Flexible - easily adapt your system to reflect your ever-changing business needs, whether you need to add or remove lines Reduce on going communication costs Range of internet options and speeds to suit your business requirements 1300 number makes it easy for customers to contact you and gives a professional impression Virtual Fax sends and delivers faxes to your computer - no need for a fax machine and no paper or ink expenses Make the sound choice for your business. Contact our Business Specialists on to find out more about solutions for moving offices

21 P. 20 Starting a New Business? As a new business owner, you ll want a total communications solution that is easy to set up, flexible and doesn t blow the budget. MyNetFone has everything your business needs for effective communications. Quick and easy to set up Low start-up costs Flexible system that adapts to your business needs, whether you need lines or move to a new location Minimises your new business communications costs Range of internet options and speeds to suit your business requirements Virtual Fax sends and delivers faxes to your computer - no need for a fax machine and no paper or ink expenses Professional advice and 24/7 Australia-based support available Contact our Business Specialists on to find out more about communications solutions for new business Need a New Phone System? Make sure you never need a new phone system again. Future-proof your communications with a system that is easily integrated with your business. MyNetFone has a range of solutions to suit your business needs: Keep your existing number All your communications needs (voice, video and data) on one bill Low operating costs Only pay for the number of phone lines you need Easily add extra lines Advances features included for FREE such as call forwarding, auto attendant, voic to , music on hold and more Free calls MyNetFone to MyNetFone - ideal for multi-location offices Range of internet options and speeds to suit your business requirements

22 P. 21 Virtual Fax sends and delivers faxes to your computer - no need for a fax machine and no paper or ink expenses Contact our Business Specialists on to find out more about new phone system for your business Already have a PBX Phone System? Did you know you can achieve significant cost savings by maximising the capabilities in your existing PBX phone system? MyNetFone delivers flexible and cost-effective communications solutions that leverage your existing hardware investments. Keep your existing number Integrates seamlessly with a wide range of approved phone (IP PBX) systems from trusted brands Flexibility to move and grow with your business Low operating costs Free calls MyNetFone to MyNetFone Range of internet options and speeds to suit your business requirements Virtual Fax sends and delivers faxes to your computer - no need for a fax machine and no paper or ink expenses Our integrated voice, internet and fax solution is the sound choice for your business. Contact our Business Specialists on to find out more

23 P. 22 Important information you should know about VoIP EMERGENCY CALLS With VoIP services, calls to emergency services 000 may not work at all times for example when the power is out or the Internet is down. Emergency service operators are also unable to indentify your physical location so you will need to inform them. We do not recommend using MyNetFone as your only telephone service at home and suggest you keep another form of telephone mobile or landline available for calling emergency services. Due to the nature of the Internet and other factors which are outside our control, MyNetFone cannot provide faultless emergency call services. CALL QUALITY MyNetFone provides award-winning quality service. However, the voice quality may vary due to the performance of your broadband Internet connection. If you encounter this problem, check with your Internet Service Provider or contact our Customer Care Centre. Conditions of service Use of the MyNetFone service is subject to our Terms and Conditions. Please refer to our website: Satisfaction Guaranteed......or your money back! We are so convinced you will love our service, we offer a 14-day money back GUARANTEE for any device purchased directly from MyNetFone if you are not completely happy. Check our website for Terms and Conditions. Every device comes with a full manufacturer s WARRANTY of at least 12 months. Check your device for the manufacturer s warranty details.

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