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Mobile Phone Frequently Asked Questions

How do I get my PUK/PIN code?

SIM cards are immediately locked if someone keys in three different incorrect PIN codes in succession. The message "PIN locked" will appear on the screen (or similar). In this event, you can fall back on the 8 digit PUK code. Enter this code in order to unlock your mobile phone, and then follow the instructions on the screen.

To unlock your phone, please go to the Mobile Phone Helpdesk and select "PUK/PIN Request". Make sure to include your mobile number in the details field.

MMS GPRS Activation

If you handset is compatible you can activate MMS or GPRS by going to the Mobile Phone Helpdesk and selecting either "GPRS Activation" or "MMS Activation". You must include the model brand and type when submitting your request.

Telstra will be contacted and you will receive messages from them including instructions on how to set up your handset.

Getting a new or replacement SIM card

To order a new SIM card for your mobile, you must place an order through the Mobile Catalogue: go to Mobile Phone Procurement and click "Solve Mobile Catalogue".

You can select either "Replace SIM (Reburn)" or order a "Connection Only" for a new SIM card.

How do I put a bar on my mobile number?

If your mobile is lost or stolen, you need to place a bar on the service. You can do this by calling Telstra on 1800 816 658

How do I set up international roaming

To set this up, you need to fax Solve communications on Monash letter head stationary on 9690 2434. You need to include your request type (international roaming request) and the number of the mobile phone.

Note: Some countries need a specific mobile phone (eg: The US needs a mobile phone that supports GSM/PCS 1900 Mhz). You can hire a mobile (see below) if you do not have the right phone.

How do I hire a mobile phone?

Solve hire mobile phones for the United States. The cost is $55 a week GST Inc.

To loan a unit, go to the Mobile Phone Helpdesk and select the type of query as "Mobile Handset Rental". You need to include in your query:

  1. Department
  2. Cost Centre and Fund
  3. Delivery Address
  4. Where you are travelling, as some areas in the US are not supported by Telstra

Solve will then send you the handset.

Temporary suspension of a mobile service

(From Telstra)

Temporary suspension of a mobile service is limited to a maximum of 28 days. At the expiration of this 28 day periods, unless you instruct Telstra otherwise, your mobile service will automatically be reconnected.

If your mobile service has been temporarily suspended because your handset has been lost or stolen, your service will be automatically reconnected after 28 days with incoming calls only (unable to make outgoing calls, except to Emergency number and Customer Service).

In all other cases your service will be automatically reconnected after 28 days with the same call access restrictions (if any) which applied prior to the temporary suspension of your service.

Should you wish to temporary suspend your mobile service for any reason other than because your handset or SIM has been lost of stolen, this may only be actioned once within a 12 month period for a maximum of 28 days (regardless of whether it is for 1 day or 28 days).

The mobile synchronisation software on my PC tries to connect with Lotus Notes

As part of the testing of Lotus Notes by the Work Group Collaboration part of the ICE Program, ITS has identified that some PDA and Mobile phones will try to connect/sync with Lotus Notes after it has been installed on your PC.

The project team is aware of the issue but will be unable to resolve it or offer support until sometime after the General Release currently scheduled for the 26th November.

ITS recommends that you should cancel the connect/sync action until further support can be provided.

 

  
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