At midnight AEST on 1 November 2025, TelcoEdge will be closing its Virtual Phone / Virtual Office services. This is a business decision made after 23 years of exceptional service to our customers.
Our Virtual Office service is the platform that manages incoming calls to your business numbers. It handles features like call forwarding to mobiles, welcome messages, voicemail, and time-of-day routing. You have likely managed these services through our portal:
https://secure.telcoedge.com.au/voffice
You must move your phone numbers and services to a new provider before 1 November 2025 to avoid any interruption. You should choose a new provider who offers similar virtual phone services. They will help you replicate your setup and will manage the porting process.
We can’t assume all customers would agree to another provider’s pricing or service model. Leaving the choice up to each customer is the fairest and most transparent option.
See below for suggested providers that might suit your needs and assist with the transition.
Find and choose a new provider, maybe from the suggested ones we list below and contact them.
Have your phone numbers and what your service does (ie switches to mobiles at particular times of day) ready.
They will guide you through the whole process.
Yes. Log in at https://secure.telcoedge.com.au/voffice to view your setup and download any of your current voice prompts.
Please click the Forgotten password link on the login page. Enter your username, and follow the reset instructions that will be emailed to you.
Your new provider will manage the entire process on your behalf. They will send a porting request to us, which we will approve after validating it with you. You do not need to contact us to initiate the process.
You must do both. Your phone number is tied to our service. If you set up a new service but do not port your number to it, the number will stop working after the closure date.
Porting is the process of moving a phone number from one carrier (like TelcoEdge) to another. It’s similar to when you move your mobile number from Telstra to Optus. The same process applies to the local, 1300, or 1800 numbers you have with us.
Porting typically takes 2-10 business days. We strongly recommend starting the process at least two weeks before your desired completion date.
Your service will be permanently disconnected at midnight AEST on 1 November 2025. Anyone calling your number will not be able to get through. While you can still port an inactive number for a period after this date, it will cause a significant service outage for your business. To ensure seamless service, you must complete the port before this deadline.
Contact your chosen new provider and give them the following:
No. If your new provider has set up your services correctly, there should be no interruption to your calls when the port completes. Please confirm this with your new provider.
No. Only your phone number is ported. You must work with your new provider to rebuild your call flows, forwarding rules, and upload new voice prompts. You can download your existing prompts from our portal to use with your new provider.
You are free to choose any provider. For your convenience, here are two providers who are familiar with our services and this transition process:
Yes. Your voicemail is attached to a real phone number. This number must be ported to a new provider, or it will be disconnected.
No. There are no early termination or cancellation fees.
A final invoice for services used will be issued after your numbers have been successfully ported away. Once this final invoice is paid, any automatic payment arrangements will be cancelled.
Yes, and we strongly encourage you to do so. Please do not leave this to the last minute, as this risks an interruption to your phone service.
Yes. If you use a dedicated TelcoEdge number for SMS, you must port it to a provider that supports inbound SMS on that number type.
If you only use our email-to-SMS service and do not have an associated phone number with us, you do not need to port anything. You simply need to find a new email-to-SMS provider and update your systems to send email to their address instead of ours.
Portal access may be available for a short time after the closure for reference. However, you should assume it will not be and download all necessary voice prompts and configuration details as soon as possible.
EROU stands for “Enhanced Rights of Use”. It defines the legal entity (person or business) that has the right to control and use a phone number.
Yes. As our customer, you are the EROU Holder. TelcoEdge is the service provider, but we do not own your numbers. This gives you the right to port your numbers to any provider you choose.
No. However, as part of the regulated porting process, we are required to validate the request when your new provider submits it. This is a safeguard to prevent fraudulent porting.
Typically, they will require a recent TelcoEdge invoice that shows your business name, account number, and the phone number(s) you wish to port.
Your number will become inactive. While you technically remain the EROU Holder for a period of time, the number enters a “quarantine” phase. If it remains inactive for too long (potentially years), it can be returned to the national pool of numbers and reassigned to someone else.
The only way to guarantee you keep your number is to port it to a new provider before our service closes.
For any further questions, please email us at [email protected] We aim to respond within one business day.