Getting on-board

Helpful information to make it easy for you to create your account with us, get-on-board and start using your Univox services.

Creating your account

When creating your account you’ll require the following information:

Australian Business Number: If you are applying on behalf of a business registered for GST you will need your ABN
ID Verification: Your application is subject to verification of your identity using your Australian driver’s licence, birth certificate, or passport.

Creating your account takes just a few minutes via our website. Click the button below to get started.

Create account

Terms and conditions relating to your account

Your account is subject to our Customer Terms which can be view by clicking the following link Customer Terms

In addition to our Customer Terms, supply of Services will include one or more Order for Services and one or more Critical Information Summaries associated with your Service.

Questions regarding your account?

If you have quesitons relating to your account or our Customer Terms you can contact us by:

calling 1800 100 800 and selecting option 4, between 9.00 am and 5.00 pm (AEST) Monday to Friday; or
writing to us by completing and submitting the form on our Contact us page.

Number porting

Transferring phone numbers from your existing phone company to Univox is a seamless process referred to as local number portability, or number porting. It allows you to keep your phone numbers when relocating or changing phone company.

Your old phone system may have required a separate phone number for each simultaneous call. With Univox you can make multiple simultaneous calls using the one phone number. This means when transferring numbers to us you only need to transfer the phone numbers that people call you on.

Number porting video

Porting process

If you want to port your existing phone numbers to Univox:

The numbers must be active. Do not disconnect your service with your current phone company as we cannot port your number if it has been disconnected;
Service features associated with the number such as Internet or call forwarding must be removed prior to submitting a number transfer application;
Once we have received your number porting application, we will contact your current phone company and initiate the transfer process;
There are different timeframes depending on the number porting category associated with the service type and the quantity of numbers to be transferred. (See: Number porting categories for further information).

Number porting fees

You can port your existing phone number from most Australian carriers for use with your UNIVOX voice service. The following chages apply for each porting application.

1 single phone number	$33 per application
2 to 5 phone numbers	$75 per application
6 to 100 phone numbers	$165 per application
1300 or 1800 phone number	$75 per application

Number porting fees are also detailed in your plans Critical Information Summary (CIS). A complete list of CIS can be found on our website at Critical Information Summaries

Porting categories

There are two porting categories, Category A and Category C.

Category A – Simple port

Service types categorised as a Simple port – Category A, include a single local service number beginning with 02, 03, 07 and 08.

Category A transfers generally take 4-6 business days to complete.

Category C – Complex port

Category C transfers require project management from both Univox and the losing carrier.

Service types categorised as a Complex port – Category C include:

Multiple local numbers beginning with 02, 03, 07 and 08;
Number blocks or a sequential range of numbers;
13, 1300 and 1800 inbound numbers; and
Numbers associated with service features such as Internet or call forwarding

Category C transfers generally take 4-6 weeks to complete depending on complexity.

Other potential charges

In addition to number porting application fees, other fees and charges may apply when porting your number from one phone company to another.

This may include:

Early termination fee if you break your contract with your current phone company;
Port away fees which may be charged by your current phone company. It’s best to refer to the Critical Information Summary associated with your current phone plan. These can be located on the website of your current phone company;
Port Rejection Charges if your Porting Application is rejected by the losing carrier. The reasons and applicable charges for Port Rejections are detailed in the table below. If a Porting Application is rejected you will be charged the applicable number porting fee to resubmit the Port Application; and
Outstanding call charges with your current phone company. Note that your current phone company cannot refuse to port your number if you owe them money for any outstanding balance on your account.

Network readiness

Preparing your local network in accordance with our suggested settings will ensure that we deliver reliable communication solutions with crystal clear call quality.

Security

Protecting your computers and IP phones from online threats is essential.

Failing to secure your PBX or IP phones and devices may result in:

Toll Fraud – utilising your PBX, devices or account details to make calls at your expense;
Unauthorised access – to your system resources, information, privileges and listening to your calls and voicemail;
Denial of Service – disabling your voice communication using packet floods.

These security steps are critical to ensure your protection against hackers. If you require assistance configuring or implementing any of our recommendations, contact out Technical Support Team or your IT service provider.

What you should do

To make sure that your network is more resilient to attacks and Toll Fraud, we recommend you do the following:

Passwords

Use a strong alphanumeric passwords for your IP phones and extensions. Change your router’s default “admin” password and replace it with something complex. Once done, document the new passwords and store them in a safe place for future reference.

Disable remote access

Remote access (or remote management) is a convenient way for users and technicians to manage your router over the internet but it can also be used by hackers to access your network and devices;

Block IP addresses

Only allow SIP authentication and inbound call requests from UNIVOX’s trusted IP addresses and block all others. Please raise a Support Ticket to request UNIVOX’s trusted IP addresses.

Use a firewall

Firewalls help protect against malicious software and prevent people from travelling through your internet connection to compromise your local network by limiting which ports can be used, IP addresses, and type of traffic. We recommend you start with a block-all policy and then add rules to allow access from trusted or known sources.

Keep device software up to date

Software and firmware updates are critical to the security and reliability of your computers, phones and other network devices. Some updates address bugs and potential exploits in your computer. We recommend you set a regular reminder to check and update your device software and firmware if necessary.

Use a non-standard access port

Protect the administration and remote management interface by using a non-standard access port.

Restrict International calls

Please raise a Support Ticket to request restrictions on calls to international destinations.

Manage employee access

Delete employee authorisation codes when they leave your company.

Delete usernames and passwords

When discarding of storing IP phones and devices, ensure you factory reset devices and check that authentication usernames and passwords have been removed

SIP ALG

SIP ALG is a feature found in most networked routers, operating as a function of its firewall. It consists of two different technologies, explained below:

Session Initiation Protocol (SIP)

The underlying service that powers all Voice over Internet Protocol (VoIP) phones, apps, and devices. SIP manages registering devices, maintaining call presence, and overseeing the call audio. Read more about SIP in our deep dive here.

Application Layer Gateway (ALG)

Routers segments your ISP and your internal network through a process known as Network Address Translation (NAT). An ALG acts as a proxy to rewrite the destination addresses in data packets for improved connectivity.

SIP ALG interferes with IP and signalling protocols. If you are experiencing:

Only one person can hear the other
Phones do not ring when called
Calls drop after being connected
Calls go straight to voicemail

It is most likely that SIP ALG is enabled in your router. To disable SIP ALG, you will need to log into your router. please see the next column for instructions.

How to disable SIP ALG

We’ve set out instructions below on how to disable SIP ALG for commonly used routers such as Linksys, Netgear, D-Link and TP-Link.

We recommend that you also refer to your router manufacturers’ user guide for instructions specific to the make and model of your router.

TP-Link

Archer series

Click on the Advanced Tab;
Expand the NAT Forwarding menu on the left side of the screen;
Uncheck SIP ALG, RTSP ALG, and H323 ALG checkboxes;
Click Save.

Other TP-Link routers

Use the Telnet client from the Command Prompt and apply the following command:

ip nat service sip sw off

D-Link

Click on Advanced Settings;
Locate the Application Level Gateway (ALG) Configuration;
Uncheck the SIP option; and
Click Save.

DIR-655

Click Advanced, located along the top;
Click Firewall Settings on the left side of the screen;
Uncheck Enable SPI;
Set both UDP and TCP Endpoint Filtering to Endpoint Independent;
Uncheck SIP from Application Level Gateway Configuration; and
Click Save.

Netgear

With the Genie interface

Select the Advanced tab at the top;
Expand the Setup menu on the left of the screen;
Click WAN Setup; and
Check the box labelled Disable SIP ALG.

Other Netgear routers

Under Security/Firewall, click on Advanced Settings;
Disable SIP ALG;
Locate Session Limit under Security/Firewall; and
Increase the UDP timeout to 300 seconds

ASUS

Under the Advanced Settings section, click WAN;
Click the NAT Passthrough tab;
Change the SIP Passthrough setting to “Disable.”;
Click Apply.

Fortinet

Use the following commands from the CLI interface:

config system session-helper
show system session-helper

Find the SIP session instance, indicated by #12;
Delete #12 or the appropriate number; and

Confirm its deletion by executing this command:

show system session-helper

Ubiquiti

Use the configuration tree if supported:

system > conntrack > modules > sip > disable

Alternatively, you can SSH into the device and run the following commands:

configure
set system conntrack modules sip disable
commit
save
exit

Linksys

Smart Wi-Fi (E-series)

On the left side of the screen, click on Connectivity;
Click the Administration tab;
Under Application Layer Gateway, uncheck SIP;
Click Apply or Save;

Other Linksys routers

On the Admin page, go to the ‘Advanced’; and
Disable the SIP ALG feature.

Linksys BEFSR41 routers

On the Admin page select Applications/Gaming;
Click on Port Triggering;
Type in ‘TCP’ as the application;
Type in ‘5060’ into the Start Port and End Port for the ‘Triggering Range’ and ‘Forwarded Range’ fields;
Check ‘Enable’; and
Click on Save and Reboot.

Cisco

Cisco General and Enterprise-Class routers

no ip nat service sip tcp port 5060;
no ip nat service sip udp port 5060;

Cisco PIX routers

no fixup protocol sip 5060;
no fixup protocol sip udp 5060

Cisco ASA routers

Locate ‘Class inspection_default’ under ‘Policy-map global_policy’; and
Execute this command:

no inspect sip

About your bill

Your Univox bill is issued monthly and sent to you by email. Payment is due within 14 days of the issue date.

Payment methods

By phone

Call 1800 100 800 (option 1) any time to pay by Visa, MasterCard, AMEX or Diners. Your biller ID and reference number are located at the bottom of your invoice cover page.

Direct Debit

Use Direct Debit to debit your bank account on the due date. To setup Direct Debit please complete and submit the Direct Debit Request (DDR) form on this website

Online

To pay your bill by Visa, MasterCard, AMEX or Diners go to: Pay-a-bill. Your Univox biller ID and reference number are located at the bottom of your invoice.

BPay

Use BPAY to pay from your bank account or credit card. Your Univox BPAY biller code and reference number are located at the bottom of your invoice cover page.