FAQs

Service Questions

Equipment Questions

Account/Billing Questions

Troubleshooting Questions

Voice Mail

Call Forwarding Features

Sign-up Questions

How do I sign up for this broadband phone service?
Call us during working hours (EST) or go to our Sales Enquiry page

What features are included with engin broadband phone service?
Click on Great Features to see the range of features that are available with the broadband phone service

Do I need to keep my existing phone service?
In order to have an ADSL connection you will need to keep your existing phone service. If you have a cable service you will not need your existing phone service. engin Networks uses your broadband Internet connection, which is separate from your basic phone service.

Do the people I am calling also need to have the same broadband voice service?
No, you can call anyone from your engin service, regardless of if you are calling a mobile phone, landline or another engin service. engin to engin is a FREE call, set your family and friends up on engin to get the benefit of FREE calls.

Can I use my engin broadband voice service with a dial-up connection?
No, your engin voice service requires a high-speed, broadband Internet connection such as cable or DSL service.

Can I keep my existing phone number (aka Local Number Portability)?
engin does not yet offer Local Number Portability, you will be allocated a new number with your service. Local Number Portability is expected to be available in the near future.

Can I have multiple phone lines/numbers?
Yes, you can have up to two phone lines provisioned on your engin Voice Box. A second line will be charged at $9.95 per month plus call charges.

Will I be listed in the White Pages?
This facility will be available on the 3rd quarter of 2005. Once available, your details will be listed in the White Pages unless you request a silent number.

Service Questions

Can I change my rate plan at any time?
You may change your plan once a month. The change will take effect on your monthly anniversary date. Just call our customer service team on 1300 305 000 to help advise you of a plan to better suit your needs.

How do I dial a phone number using my engin Voice Box?
engin works the same as your existing telephone service. Pick up the telephone receiver, listen for a dial tone and then dial the required telephone number.

How do I use the various features that engin offers?
Click Great Features to see what engin features are available and how to activate them.

Can I dial 000 and does my 000 information show up correctly?
Yes, all emergency services calls to 000 will work. As an engin customer it is important to understand that you must notify us if you change your address, that way if you make an emergency services call your correct address will be identified.

Do you support 3-way calling?
Yes, click Great Features to see what features are available with your engin service and how to activate them.

Will my engin voice service work if I lose power?
Your engin voice service will not work if there is a power outage as your engin Voice Box requires power to maintain the service.

Can I use my engin Voice Box with another service provider?
The engin Voice Box has been firmware hardcoded exclusively to engin and will not function with any other service providers.

Equipment Questions

What equipment is required?
The simple answer is, you need:

What is an ethernet router or switch and when is one needed?
A router or switch will allow you to use your engin voice service at the same time that you surf the Web.

Will my current setup (i.e. modem and or router) work on the engin broadband phone network?
A great majority of modems and or pouters will successfully work on the engin network. Generally all relatively new products will be compatible. Our service prides itself on a plug and play setup, it's as easy as that. Please call engin friendly staff on 1300 305 000 to find out if your current setup is compatible.

How do I install the engin Voice Box?
Click installation to see how to set up your engin service

What type of Telephone can I use?
Your normal home phone can be used, this includes DECT, cordless and analogue telephones.

Does my computer need to be powered on to use the Voice Box?
Your PC can be switched off but you will need to leave you modem and router on in order to make and receive calls. The digital voice network will operate, but if your ISP performs any maintenance functions or if MIBROADBAND performs any maintenance functions, your digital voice service will not restart until you reboot your PC.

Can I use my computer while on the phone?
Yes, you can use your computer while on the phone. However, since your phone and computer share the same bandwidth, if you are using high bandwidth applications on your computer (i.e.: downloading a large file) you may experience degraded voice quality.

Can I use a Fax machine with the engin broadband voice service?
engin are currently offering a fax service on a trial basis only. A fax service will need to be configured on line 2 of your Voice Box and is available for a once off fee of $4.95. Please call customer service if you are interested in trialling this service.

What is the warranty on the engin Voice Box?
12 months from the date of shipment.

What is the initial start up cost?
Your engin Voice Box ($139.95) is the only initial start up cost. You will also need to have a broadband Internet connection, a high speed modem and a spare Ethernet port. Once you have purchased your engin Voice Box you will need to choose one of our low price monthly plans in order to start using your engin voice service.

What is WWW?
WWW stands for World Wide Web. This is the Internet facility that allows you to browse linked Web pages.

Account/Billing Questions

How do I report a service problem?
We recommend that you run a Network Connectivity Test, before contacting customer service. Email the your results to feedback@engin.com.au so that our network engineers can analyse your connection.

You can e-mail us at feedback@engin.com.au or call us on 1300 305 000. If you need to report a technical problem affecting your telephone service, please include the time and date of the problem, along with a brief description.

How do you bill for engin services?
We send an e-mail invoice on your anniversary date each month. Your bill is automatically charged to the credit card you provided when you signed up with engin. If you need a paper copy you can print out the e-mail invoice.

Can I use this voice services without a credit card?
We only accept credit card payments.

What if there is a problem with my credit card?
If your automatic monthly credit card payment cannot be processed for any reason, we will notify you immediately by e-mail.

Do I get charged for incoming calls?
No, you do not get charged for any incoming calls.

Can I cancel at any time?
Yes. You can cancel your service at any time. You pay your monthly service fee which is charged in advance and your calls which are charged in arrears. Written notice will be required to disconnect.

Where is the engin Voice Box delivered to?
While finalising the order we will discuss you how the box could be delivered to you as quickly and as conveniently possible. We could also courier your engin Voice Box free of charge to your nominated delivery address. This usually takes 3-7 working days.

Do you have flagfalls?
No, we do not charge a connection fee for any calls made from our service

Will I be in contract?
No

What is your postal address?
PO Box 4271, Penrith Plaza NSW 2750

What is your e-mail address?
info@limelightglobal.com

How do I view the bills online?
Log on to our website or on www.engin.com.au and go to customer care. You will need your customer account number and passcode to log in.

I can't remember my username/password. What do I do?
You can email us at feedback@engin.com.au or contact us on 1300 305 000

Troubleshooting Questions

How do I reboot my Voice Box?
Please follow the procedure listed below:

What do I do if there is no dial tone?
Please follow the procedure listed below

What do I do if I have a Fast busy tone on outbound calls (post installation)?
Please follow the procedure listed below

My high speed Internet connection uses a USB port, not an Ethernet port can I still use this voice service?
You can still use engin but you will need to purchase an USB/Ethernet router to connect your computer to the engin Voice Box, and ultimately the Internet. Please contact at 1300 305 000 customer service representative for information on hardware required.

My Phone does not ring, I cannot receive incoming calls, what do I do?
Please follow the procedure listed below

What do I do if callers do not hear me while I am talking?
High Internet usage on your personal computer while talking on your phone may impact your calls. Do not send email or upload any files while on the phone.

When I dial my number, I receive an operator message stating 'The number I have reached is not in service'?
Report this to customer service on 1300 305 000. This will need to be looked into by our Systems department

What do I do if I am hearing static on my line?
Please follow the procedure listed below

What do I do if conversations sound choppy?
Please follow the procedure listed below

What do I do if there is a power outage and now my phone is not working?
If your equipment is not plugged into a power surge protector, you may have to reboot the router or the engin Voice Box. Reboot the router by unplugging the power adapter from the outlet. This will reset the device and your PC.

Voice Mail

How do I activate voicemail on my engin telephone?
To activate Voicemail, please call one of our friendly customer service representatives on 1300-305-000.

How do I know when I receive a new message?
Notification will be sent to your e-mail address when you receive a new message.

How do I retrieve messages from voicemail?
Retrieving voicemail has never been easier! Simply dial your corresponding number and follow the prompts:

What is V-mail?
V-mail is an automatic electronic voicemail message notification email. When a message has been left on your engin voicemail service, you will receive a V-mail notification via your nominated email address. Simply open the email to identify the calling party's number as well as the time and date of the call. You can also click on the 'sound attachment' icon to hear your message played over your PC.

When I click on the voice mail sound attachment I receive an error message, why is this?
You need to make sure a program is associated with the wav file format. For example, Windows media player, quicktime, real player or winamp will all be able to play this file type. If you do not have the appropriate program, please click on one of the below web addresses to download.

http://www.apple.com/support/downloads/quicktime.html
http://www.microsoft.com/downloads/search.aspx?displaylang=en&categoryid=4

When will my phone divert to voicemail?
Your phone will divert to voicemail 20 seconds after not being answered. It will also divert when your phone is busy or if you don’t answer your call waiting.

How do I personalise my voice mail message?
Once you have logged into your mailbox simply press '0' for mailbox options, then press '1' to record your unavailable message.

How do I change my password?
Once you have logged into your mailbox simply press '0' for mailbox options, then press '4' to change your password. Your password should be between six to eight numbers.

I have forgotten my password, what do I do?
Please call our friendly customer service team on 1300 305 000 for assistance.

How much does voicemail cost?
Voicemail is included with your monthly service fee! Simply click on the sound attachment or call from your engin telephone to retrieve your messages free of charge. If you retrieve your messages from another telephone service such as a mobile phone or landline you may incur charges from other carriers.

How do I disconnect voicemail?
Please call our friendly customer service team on 1300 305 000 for assistance.

How do I delete unwanted messages?
Once you have logged into your mailbox simply press '1' to listen to your message and then press “7” to delete your message. To delete old messages press “2” to change folders, press “1” for old messages (or select folder that you have stored message within) and then press “7” to delete.

What are 'folders'? And what are they used for?
For easy retrieval, voicemail allows you to store your old messages in a number of different folders. These include old messages, work messages, family messages and friends messages.

What does it mean to pre-pend a message?
This option is used if you wish to forward a message to another mailbox. To pre-pend a message, is to record your own message before the message that you are sending.

Can my phone be notified when I have a new message?
E-mail notification is the only notification service that is currently available.

When I receive calls, why do they divert to someone else’s voicemail message?
Call forwarding has been activated on your engin voice service. Check the engin Features User Guide for deactivating call forward unconditional, call forward busy and call forward no answer.

Will I be able to receive messages on my voicemail if I have activated Do Not Disturb?
So you never have to miss a message, when Do Not Disturb is activated, your phone will divert to voicemail.

Call Forwarding Features

How do I access the Call Forwarding Features?
The Call Forwarding Features menu is available after logging onto the engin website. Once you have entered your details, simply click on the 'connections' tab followed by the 'features' tab in order access the desired feature. Alternatively, you can set up your Call Forwarding Features by contacting our friendly customer service team on 1300-305-000.

How do I activate a Call Forwarding Feature?
Once you have logged into the features menu on the engin website you will need to tick the appropriate box and select the 'save' tab. Once the screen has refreshed, you will need to select 'edit' on the appropriate feature that you wish to use. Please refer to the engin User Guide for details on individual features.

How do I remove a Call Forwarding Feature?
To remove a Call Forwarding Feature simply remove the tick from the box next to the feature and select 'save' at the bottom of the page.

Is there a cost associated with my Call Forwarding Features?
Any calls that are forwarded from your Voice Box to another number incur a charge at your normal tariff fee. There are no additional diversion fees that are associated with the Call Forwarding Features.

Will my Call Forwarding Features work if my IAD is not turned on?
Yes, all Call Forwarding Features will always work, even if your IAD has lost power or your ISP has gone down.

How many Call Forwarding Features can I have active at the one time?
It is recommended that you have only one Call Forwarding Feature active at any one time.

There are so many different Call Forwarding Features, which one do I use?
There is a brief description under each feature that describes the various functions. For a more detailed description please refer to the engin User Guide.

How do I activate Call Forward When Busy without activating any other diverts?
You need to select 'Call Forward Busy No Answer'. If you do not wish to select a divert for 'no answer' then you need to place your own engin phone number in the 'no answer' box and the desired diversion number into the 'busy' box. This will ensure that calls are only diverted to your nominated number when busy and not for your 'no answer' diversion.

What is the timeout parameter and how does it work?
The timeout parameter allows you to control the length of time before an incoming call is diverted. For example, this function would be used to select the desired amount of seconds that you wish your phone to ring for before it diverts when not answered.

Will Call Forwarding work if I have voicemail activated?
Yes, Call Forwarding will work if voicemail is activated. Please be aware that calls are diverted to voicemail after 20 seconds. This means that you will need to set your timeout parameter to 19 seconds or less when applicable.

Will Call Forwarding work if I have Call Waiting activated?
Call Waiting will not affect any Call Forwarding Feature unless the call is answered.

Why is my Call Forwarding not working?
If a Call Forwarding Feature is not working you may need to check one of the following: