Frequently Asked Questions

Getting Started

How quickly can I get a 1300 or 1800 number?

Your new number can be active in under 5 minutes. Simply choose your number, select your plan, configure where you want calls routed, and you’re ready to start receiving calls. No waiting days for activation or complex technical setup required.

Do I need any special equipment or phone system?

No special equipment needed. Flextel numbers work with your existing phones – mobile, landline, or VoIP. Everything is managed through our online portal, so you can route calls to any phone number you already have.

Can I try Flextel before committing?

Yes! We offer a 30-day free trial with full features and no credit card required upfront. Test everything – call routing, analytics, professional features – with zero risk. If it’s not right for your business, simply cancel before the trial ends.

Can I keep my existing 1300 or 1800 number?

Absolutely. We can port your existing 1300, 1800, or local number to Flextel at no extra cost. The porting process typically takes 3-5 business days, and your number stays active throughout the transfer with zero downtime.

Pricing & Billing

What's included in the monthly price?

Your new number can be active in under 5 minutes. Simply choose your number, select your plan, configurAll plans include your phone number, online portal access, basic call routing, email support, and call history. Higher plans add unlimited calls, advanced features, multiple numbers, and priority support. No hidden fees, no setup costs, no surprises. e where you want calls routed, and you’re ready to start receiving calls. No waiting days for activation or complex technical setup required.

Are there any setup fees or hidden charges?

No setup fees, no connection fees, no hidden charges. The monthly plan price is all you pay. We believe in transparent pricing – what you see is what you get.

What's the difference between 1300 and 1800 numbers in terms of cost?

For you as the business owner, the monthly plan cost is the same. The difference is who pays for the call – with 1300 numbers, callers pay a local call rate; with 1800 numbers, calls are completely free for callers (you cover the full cost).

Can I change plans anytime?

Yes, upgrade or downgrade anytime through your online portal. Changes take effect from your next billing cycle. No penalties, no questions asked.

Is there a lock-in contract?

No contracts, no lock-in periods. Flextel is month-to-month. Cancel anytime with no termination fees. We keep customers by providing great service, not contracts.

Features

How does call routing work?

You control where calls go through your online portal. Route calls to different numbers based on time of day, day of week, caller location, or ring multiple numbers. Changes are instant – no waiting for updates to propagate.

Can I have multiple people answer the same number?

Yes! Route your number to ring multiple phones simultaneously (first to answer gets the call) or sequentially (rings each phone in order). Perfect for sales teams or ensuring someone always answers.

What happens to calls outside business hours?

You decide. Route after-hours calls to voicemail, mobile phone, answering service, different team members, or play a custom message with your business hours.

Can I record calls?

Yes, call recording is available on Business and Enterprise plans. Recordings are stored securely and accessible through your portal. Great for training, quality assurance, and compliance.

How do I access call analytics?

Log into your online portal anytime to see call volumes, missed vs answered calls, call duration, caller locations, and marketing campaign performance. Export reports for deeper analysis.

Can I get voicemails emailed to me?

Yes! Voicemail-to-email is included on all plans. Receive voicemails as audio attachments to your nominated email address, often with automatic transcription.

Technical Questions

Will Flextel work with my existing VoIP or PBX system?

Yes, Flextel numbers integrate seamlessly with all major phone systems including Cloud PBX, Microsoft Teams, traditional PBX, VoIP providers, and softphone applications. We can route calls to SIP addresses or traditional phone numbers.

How reliable is the service?

We maintain 99.9% uptime with enterprise-grade infrastructure. Multiple redundancies ensure your calls keep flowing even if a carrier has issues. Our Australian-based servers mean fast, reliable connections.

Can I integrate Flextel with my CRM?

Yes! We offer API access for Enterprise plans and integrations with Salesforce, HubSpot, Pipedrive, and Zoho CRM. Track every call, log automatically, and see caller information instantly.

What happens if my internet goes down?

Flextel runs in the cloud, not on your internet connection. If your office internet fails, we automatically route calls to your mobile or backup number. Your customers never know there’s an issue.

Support & Service

What support is available?

Starter Plan gets email support, Business Plan gets priority email and phone support, Enterprise Plan gets a dedicated account manager. All customers have 24/7 access to our help center.

Are you really Australian owned and operated?

Yes, 100% Australian owned with our support team based right here in Australia. No offshore call centers. When you need help, you talk to someone who understands Australian business.

What if I need help setting up?

Our setup wizard guides you through the process, but if you need help, our Australian support team is here. Business and Enterprise customers get complimentary onboarding assistance.

How do I cancel my service?

Cancel anytime through your portal or with a simple email. No hoops to jump through, no retention department, no penalties.