Knowledge Base
Tech Support
FAQs, setup guides, help & general information for any of our retail consumer products and services.Accounts & Billing
Learn how to read your bill, make payments or changes to your account or services.Network Status & Outages
Check if your area is affected by planned maintenance or unforeseen incidents that can impact your service.Announcements & Updates
Important news about our products and services including update notes about new features released.Senior Living Operators
FAQs, help & processes for our product suites supporting the management of retirement and aged care communities.Support @ Home Providers
FAQs, help & processes for our product suites supporting in-home aged care service providers.
Recent Articles
Handling Client Co-Contributions & Gap Payments
For Support at Home Providers Overview In some cases, your client’s funding may not cover the full cost of a service (e.g. upfront setup fees or partial monthly costs). This article outlines how to manage out-of-pocket (gap) payments simply and ...Understanding SOS Watch Funding Models
This video explains the four different funding models available for the myhomefone SOS Watch and clarifies how each model affects ordering, billing, account management, and service visibility Because each funding structure determines who pays, who ...Understanding SOS Watch Funding Models
This video explains the four different funding models available for the myhomefone SOS Watch and clarifies how each model affects ordering, billing, account management, and service visibility Because each funding structure determines who pays, who ...Important Notice: Limited Optus Mobile Coverage in Remote Areas (ZTE Devices)
Summary Some mobile phones and devices manufactured by ZTE may not work in a small number of very remote Australian locations where Optus uses Satellite Small Cell (SSC) technology. If you use one of these affected devices and travel into these ...2025/2026 Holiday Period Embargo
If you are planning on ordering a new service or making changes to an existing service, it is essential to remember the Telco Embargo Period as the year draws to a close and the holiday season approaches. What is the Embargo Period? Each year, ...
Popular Articles
Troubleshooting Challenges Making Outbound Calls
Here are some useful tips if you're experiencing problems making outbound calls: Verify the correctness of the phone number: - Is the phone number correct and in use? - Can you successfully call other numbers without any problems? - Have others been ...NBN Fibre to the Node explained (FTTN)
The National Broadband Network uses a mix of technologies. You can click here to find out what technology is used for your address. Description Fibre optics are used to connect to a Node (Street Cabinet) located nearby in your neighbourhood. From ...Is your 4G device ready for the 3G network shutdown?
Just in case you’re not already aware: 3G network services are currently in phase-out. All carriers are expected to complete their 3G network service closure during 2024. You will require a 4G device with VoLTE calling capability to stay connected. ...Resident Information Form Template (Professional Monitoring)
Please submit new resident details using this portal's "Add Resident" online form. This integrated form streamlines the provisioning of new services and eliminates the need for scanning, emailing paper forms, and manual processing. For your ...Resident Quick-Start Guide – Safe Home Hub
Select the download attachment icon below to access the current version. Daktel recommends printing this guide and distributing it to residents to be placed in a prominent location, such as on their fridge door. This will help ensure they remain ...