Our most common customer questions, answered right here.

Can I fax over the service?

Faxing is supported using the T.38 Fax Protocol along with appropriate equipment. It is recommended however that if you do wish to fax over the network that your Fax Equipment is set to disable V.34, have the Fax speed set to 9600, Resolution set to Standard and ECM is disabled. You will need to contact the manufacturer of your fax equipment/software to ensure you can make these changes.

I’m located in Melbourne, however I wanted to have a number in Brisbane as well, can I get this?

In order to get a number in a particular location, you will need to supply a physical service address in that calling area (known as a Standard Zone Unit – “SZU”). This address will be tied to the number and will appear if the number is published in the White pages and on calls to Emergency services. Please note that Calling Emergency Services (000) from your service may require you to provide your current full address should the service be used externally to the service address. If the physical address associated to the number changes, you must notify Comvergence Immediately. The number allocated may need to change if this service address is outside the calling area (“SZU”) of the current number assigned.

How do I setup my fax machine to be compatible with VoIP

Slow down the transmission speed. Set the Baud rate of the fax machine to 9600 bps or even lower (7200 bps would be the next lower setting).
Turn off or disable ECM (error correction mode), a setting usually defaulted on, that many fax machines have.

What ports do I need to open on my Firewall or router to allow incoming and outgoing SIP traffic?

SIP Port 5060/5061 (UDP)
RTP Port:16384 to 16482 (UDP)

What Codec does Comvergence Support?

Preferred Codec should be  G729a and G711a (not G711u)

Can I use a soft phone with my service?

Yes, you can use a Soft phone such as X-Lite, Eyebeam, Ninja or  with a standard Business VoIP Account or a Hosted PBX extension. The quality of the call will depend on the internet connection and the quality of the Microphone and Speakers used.

Do I need to take a Voice DSL Service from Comvergence if I already have an Internet Service?

No, you don’t need to, however it is highly recommended as the DSL service supplied is a dedicated service, optimised for the Comvergence IP Voice Network. If you don’t take a Voice DSL service from Comvergence you may experience breakup or choppy calls if there is no quality control on the Internet Provider/Equipment you are using.

Are Private Network speeds guaranteed? If not what is the min speed up/down?

Speeds are not guaranteed due to many factors out of our reasonable control. However speeds should be as described above. In cases where they are not, we log a support ticket with our Upstream Carriers by which they measure unacceptable speeds and respond accordingly. Please rest assured we take all measures and will make all inquiries into any speed related issues.

If the problem is related to a fault on the Comvergence network we have internal response and escalation times in place to attend to the problem in a timely manner.

What is MPLS?

Multi Protocol Label Switching provides networks with a more efficient way to manage applications and move information between locations.

With the convergence of voice, video and data applications, business networks face increasing traffic demands. MPLS enables class of service (CoS) tagging and prioritization of network traffic, so administrators may specify which applications should move across the network ahead of others.

This function makes an MPLS network especially important to firms that need to ensure the performance of low-latency applications such as VoIP and their other business-critical functions. MPLS carriers differ on the number of classes of service they offer and in how these CoS tiers are priced.

Will congestion affect my VPN service?

Data is carried across Comvergence and out to the telephone exchange that serves your Private Network location. This is called the provider edge. From the telephone exchange to your Private Network premises is what’s known as the customer edge.

Private Network traffic is marked as premium across our network, up to the provider edge where we can influence and control congestion. This is done by prioritising Virtual Private Network traffic over standard traffic like web browsing. When congestion begins to reach a certain percentage, load balancing is carried out to even traffic flow.

Once data leaves the provider edge and is transported across backhaul to the Private Network location as a download we cannot guarantee data flow, due to many factors out of Comvergence’s reasonable control. However, upload speeds from your premises can be prioritised using quality of service (QOS) functionality that can be found on most routers.

What is Docusign?

Comvergence sends all of our application forms via an online platform called Docusign. This platform allows the user to electronically sign and complete application forms. This is done by an easy step by step process from a link in an email. Please check your spam folder to ensure you haven’t missed the Docusign email containing the Comvergence application form/s.

How do I update my credit card or direct debit details?

In order to update the payment information with Comvergence, you will need to complete the Comvergence Authority Form. Please submit the request to accounts@comvergence.com.au, or call us on 1300 550 125 to have the form emailed to you. Please do NOT send us your new payment information via email.

How do I cancel a service?

As per our terms and conditions (section 7.1), we require 30 days written notice when cancelling services. We ask that you send your cancellation request to accounts@comvergence.com.au with your company name, account number, and the name of the service(s) which you would like to cancel. Once we have received your cancellation request, we will process your request within 1 – 4 business days.

My services are still in contract, but I would like to cancel them. Are there costs involved?

As per our terms and conditions (section 6), an Early Termination Charge is applied when services are cancelled prior to the contract end date. These charges are calculated by multiplying the total recurring monthly service fees by the number of months between the date of termination and the expiry of the Minimum Service Period.

I’ve cancelled my services with Comvergence, why did I receive another invoice?

Due to our billing cycle, and the date of your cancelled services, you may receive an invoice from Comvergence the following month. This is likely to contain service fees for the cancelled services at a pro-rata rate, any call charges for the previous month and/or any applicable early termination fees. We may also simply have closed your account and issue an invoice stating this.

My company name has changed, and/or I have sold my business. How do I update the details?

In order to update/change the company name on our system (as well as the account holder) please email accounts@comvergence.com.au advising of the change/s. Upon receipt, we will send you the Novation Form which we ask you to complete in order to action your request.