SUPPORT FAQs

GENERAL

Have you got common-questions regarding VoIP?

being with VoIP - A new technology that allows you to make phone calls over the internet with much functionality, there can be a lot more common questions can arise:

Click here for more info about VoIP

How do I list my number to be public?

Yellow Pages Listing

If you want a listing in the Yellow pages you will need to contact Yellow Pages Group on 0800 803 803 to arrange the listing. You are entitled to one free listing per branch/address.

Free listing includes:

  • Business Name
  • One Address (This can be street or postal)
  • One Phone number

Additional Entries to listing are at your cost. This is anything from another number/address/website/email, etc.

Cost varies depending on which directory you will be featured in (this is due to difference in distribution costs).

White Pages Listing

If you want a listing in the White pages you will need to provide us the following:

  • Name
  • One Address
  • One Phone number

EMAIL

I cannot send any e-mail while I am at overseas, is there any restriction?

Yes, the internet provider at location could be blocking you from sending out e-mails via the standard SMTP port 25. You will need to change the SMTP port to 2025 or simply use the webmail.

Webmail access for Kiwilink customers: webmail.kiwilink.co.nz

Planet customers: webmail.pl.net

I keep getting an error message 'relay access demied' - What does this mean?

'Relay access" to a mail server means that you are trying to send email through the server to another server without verifying that you are a legitimate user in that server. What this means is that you probably haven't set "my server requires authentication" in your email programme.

I am receiving junk mail from my own email address. Does this mean someone has hacked my account?

If someone else has access to your email account and is sending junk mail you will see a lot of bounce messages in your inbox saying you've sent emails to unknown recipients.

If you are just receiving junk mail that appears to be coming from your own address just ignore them The put your address in the from field of the email to fool you into thinking the mail is legitimate.

Why am I getting bounced back e-mails when I never send it to the original recipient?

We're not able to stop that because of this type of spam which is called spoofing. Spoofing doesn't impact anything but can be annoying and only thing we can hope is that the spammer gives up move on.

i.e. spammer e-mails group of random e-mail addresses that gets generated by a software in the system, and in the from or reply to address they put the e-mail pretending to be: sales@yourdomain.nz.   Because many addresses are random and it gets generated by a software so If the users don't exist then it bounce back and that gets forwarded  to sales@yourdomain.nz 

Another example, if I were to send letters to group of random people (1234567 kiwilink road, BroTown )  and in the from address I put your address. When postman cannot find that address then they classify this as non-delivery and needs to be send back to the sender. In this case the sender is your address so the letter gets send back to the person in the from address which is yourself.

VoIP

Where to find more Features on “HOW-TO” Set Up?

If I can not remember star codes for all VOIP options – is there an easier way?

Yes - you can use the IVR menu for features. Simply dial *99 and listen to the prompts. Or you can log into Kiwilink VoIP portal  and change your settings online.

How do I pick up any calls within my group of network?

To pick up any calls within the network - Dial *88 (star 88) and you will be connected to the caller.

How to transfer a call?

Transfer with Cisco IP Phones:

  1. Attended Transfer (when you want to advise your colleague that there is a call for them) – XFER -> Ext number -> press dial - >when other person answer it tell then there is a call for them and then press XFER again to transfer.
  2. Blind transfer( to transfer the call straightaway) - Bxfer   ## (ext) number # to activate and the call will go through

INBAND transfer –this method is compatible with any phones, devices and softphone- X-Lite.

  1. Attended Transfer – press #0 and then xxxx (x means the other person’s full number or their short extension number) and then tell them about the caller on the phone and the caller will be transferred when we hang up the phone.
  2. Blind transfer – press ## and then the other person’s full number or their short extension number and then to send the call through we end with # again.

BILLING

When will I receive my bill and how do I check the calling cost?

You will receive a monthly invoice (around the 10th of the each month) that includes a summary of the charges HOW for the previous month.

You can also log into our online billing system https://billing.kiwilink.co.nz to view the details of all your charged phone calls for each previous month. Please note your online billing account will not be active until after your first month’s calling is invoiced. 

BROADBAND

 How do I check my data usage?

Data usage Information:

You will receive a monthly invoice (around the 10th of the each month) that includes a summary of the excess data usage charges for the previous month.

You can also log into our online portal http://kiwilink.ipgo.co.nz/index.php  to view the details of all your data usage for each previous month. Please note that this portal will be updated every 24hours.