The global Comvergence team is here to support you with any technical issues you may be experiencing while using our network.
Need help troubleshooting an issue with your network connection?
Our networks, servers, and systems are monitored around the clock – 24 hours a day, 7 days a week – to ensure optimal performance and security.
Our support team is here to assist you promptly and keep your operations running smoothly.
Need help troubleshooting an issue with your network connection?
Our networks, servers, and systems are monitored around the clock – 24 hours a day, 7 days a week – to ensure optimal performance and security.
Our support team is here to assist you promptly and keep your operations running smoothly.
Existing Comvergence customers – easily access your account by navigating to The Zone login page below.
If you require access to login, please contact your support or account manager.
Faxing is supported via the T.38 Fax Protocol with compatible equipment. For best results, set your fax equipment to:
Contact your equipment or software manufacturer for guidance on these settings.
To get a number in a specific area, you must provide a physical address in that location (Standard Zone Unit – “SZU”). This address is linked to the number and will appear in the White Pages and Emergency calls (000).
If you use the service outside this address, you may need to provide your current location to Emergency Services. Notify Comvergence immediately if the address changes, as the number may need to be updated if it’s outside the original SZU.
Reduce the fax speed to 9600 bps or lower (e.g., 7200 bps). Disable ECM (Error Correction Mode), which is usually turned on by default.
SIP Port 5060/5061 (UDP)
RTP Port:16384 to 16482 (UDP)
Use G729a and G711a codecs (avoid G711u).
Comvergence Softphone integrates with the Comvergence Voice Network and works on iOS, Android, Windows, and Mac. You can also use third-party SIP-compatible softphones (e.g., Zoiper, X-Lite, Eyebeam), but we don’t provide support for them.
No, it’s not required, but it’s highly recommended. Comvergence’s Voice DSL is a dedicated service optimised for our IP Voice Network. Without it, you may experience call issues like breakup or choppiness if your internet provider or equipment lacks quality control.
Speeds are not guaranteed due to factors beyond our control, but they should match the descriptions provided. If speeds are lower, we log a support ticket with our upstream carriers to investigate. We take all necessary steps to address speed issues.
If the issue is on the Comvergence network, we have set response times to resolve it promptly.
Multi-Protocol Label Switching (MPLS) helps networks efficiently manage traffic and transfer data between locations.
As voice, video, and data converge, business networks face higher traffic demands. MPLS allows for traffic prioritisation, letting administrators set which applications should be prioritised across the network.
This makes MPLS crucial for businesses relying on low-latency applications like VoIP. Different MPLS providers offer varying levels of service classes and pricing for these tiers.
Data travels through Comvergence’s network to the telephone exchange that serves your Private Network location, known as the provider edge. From there, it moves to your premises, called the customer edge.
Private Network traffic is prioritised as premium, up to the provider edge, where we manage congestion by prioritising VPN traffic over standard traffic like web browsing. When congestion reaches a certain level, load balancing ensures even traffic flow.
Once data leaves the provider edge and moves to your location, we can’t guarantee consistent data flow due to factors beyond our control. However, upload speeds from your premises can be prioritised using Quality of Service (QoS) settings on most routers.
Comvergence sends application forms through PandaDoc, an online platform for electronic signatures. You can complete the forms easily by following the steps in the email link. Be sure to check your spam folder if you don’t see the PandaDoc email with the application form.
To update your payment information with Comvergence, complete the Comvergence Authority Form. Alternatively, email accounts@comvergence.com.au or call 1300 550 125 to request the form. Please do not send your payment details via email.
As per our terms (section 9.1), we require 30 days’ notice to cancel services. Please email your cancellation request to accounts@comvergence.com.au, including your company name, account number, and the services you wish to cancel. We will process your request within 5 business days.
As per our terms (section 8), an Early Termination Charge applies if services are cancelled before the contract end date. This charge is calculated by multiplying the monthly service fees by the number of months remaining in the Minimum Service Period.
Due to our billing cycle, you may receive an invoice the following month for cancelled services. This may include pro-rata service fees, call charges for the previous month, and any early termination fees. Alternatively, we may have closed your account and issued a final invoice.
To update the company name or account holder, please email accounts@comvergence.com.au. We will send you a Novation Form to complete and process your request.
