bVivid Help & FAQ's

WHAT YOU WILL WANT TO KNOW

FREQUENTLY ASKED QUESTIONS

What happens now that I have signed up with bVivid?

Upon signing up with bVivid you will have received a Welcome Pack, which contains helpful information as well as all of our customer care phone numbers. Your current provider will send you a final invoice (due to current providers terms you may be eligible for a credit for payments made in advance). bVivid invoices your company either on the 1st of the month which will include the pro-rata period which is explained in detail in the Welcome Pack.

What is CSG?

CSG stands for Customer Service Guarantee. The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA). This standard can provide financial compensation to customers who are affected by delays in service connections and fault repairs. It also covers missed appointments. However, some exemptions do apply.

What network does bVivid use?

bVivid uses the Telstra Network for all our PSTN & ISDN (landline) services throughout Australia. It is one of the most reliable networks in Australia.

If I have an issue with my service does that mean Telstra is responsible?

As a bVivid customer, Telstra are not responsible for the service we provide to you. bVivid manages all your invoices, services and accounts. Any issues you have are bVivid concern and as such should be directed to bVivid Customer Care.

Will Telstra bill me if I'm still technically on their network?

No, as you are a bVivid customer, your monthly bill will be a bVivid Invoice. We are a wholesaler of Telstra, so in other words we resell Telstra services. This means we only use Telstra’s Network to deliver our cost effective plans to you.

When will I receive my first bill with bVivid?

You will receive your first bill with bVivid in the first week of the following month after signing up with bVivid.

Who can I call if I have a query about the services or billing on my account?

Our Customer Care team is made up of Customer Care Managers. Each member in our Customer Care team is trained to be able to assist you on any query whether it is a billing or service query. Our team is available by calling 1300 83 31 77, 7/365 days alternatively can be contacted via email on customercare@bvivid.com.au

What if I want to change the plan I am on?

If you wish to change your plan for any reason please contact our customer care team on 1300-83-31-77, 7/365 days and our friendly staff will be more than happy to accommodate your needs.

Can you help me understand my bill?

Yes, please click here to download our Understanding Your Bill document.

Do you have any tools to assist me in managing my spending?

Yes, please click here to download our Spend Management Tools and Assistance document.

Do you have any information on security like passwords?

Yes, please click here to download our Security Tools document.

Do you have any information regarding my usage?

Yes, please click here to download our Usage Information document.

FAULTS + TECHNICAL ASSISTANCE

What happens if I have a line issue/ fault on my line?

Transferring personal information overseas

If Personal Information must be sent by bVivid overseas for sound business reasons; bVivid will require the overseas organisation receiving the information to provide a binding undertaking that it will handle that information in accordance with the Australian National Privacy Principles, preferably as part of the services contract.

GETTING STARTED GUIDES

FFTN / Quick Equipment Set Up Guide