Provisioning a mobile service - Exetel



1. Provisioning a mobile service.

a) Ordering the service & posting the SIM

Once you have ordered a mobile service from our website, your details are entered in our database.

The same day, we post the SIM out to you.

If you are in the Sydney metropolitan area, this should take just one business day.

To other areas of Australia, it may take 2-3 business days.

b) Provisioning a new mobile service

If you have ordered a new mobile service, you had the option of choosing a new mobile number.

A letter is sent to you with the posting of the SIM card with instructions on how to activate your new mobile service via your secure Exetel members facility. Please read this with care and follow the steps detailed.

c) Provisioning a port of service

A letter is sent to you with the posting of the SIM card with instructions on how to port and then activate your existing mobile service via your secure Exetel members facility. Please read this with care and follow the steps detailed.

Provisioning a port takes longer than a simple new number activation. It may take 1-2 hours.

It is a requirement of a ported service for the gaining service provider (Exetel) to have your signed authority to perform this. The mobile provisioning is done by you, the customer, online.

The signing and faxing of a port authority form is, therefore, not convenient for the online provisioning of the service.

At another mobile provider’s request, Exetel may be required to produce this authority and if this occurs we will require you, our customer, to fill one in and fax it back.

In this case, you will be emailed a pdf attachment. This is the Customer Authorisation Form (CAF). It is required that this be signed and faxed to us on 02 9964 9318.

2. Keeping your Existing Number (Porting)

What is porting?

Porting (Mobile Number Portability) is the ability to move to another phone provider without changing your existing number.

How do I port to Exetel from another network?

If you wish to connect to the Exetel mobile service, simply order the service from our website, making sure to choose the port of service option. You will be guided to enter the details required for a port.

Can I keep my existing number, even if it is a pre-paid service?

Yes, you can port your number to Exetel from a pre-paid or post-paid service.

What details are required?

If you have an existing post-paid service with your current carrier, then we need your Account Number. This can be found somewhere on the bill you receive from them.

If you have a pre-paid service with your current carrier, then we need your date of birth. This must match with the date of birth held by your existing carrier.

How long does it take to port my number?

The porting process should take no longer than 3 hours. Usually 1-2 hours. Delays may occur if system issues are experienced.

Am I charged any fees to port my number?

No, there are no fees charged by Exetel for porting your number, however, you will need to check with your current provider if there are any fees payable under your existing contract.

Am I released from my existing contract when I port my number?

When you port your number to another provider, you are still obligated to pay any fees due under your existing contract with your current provider. Porting your number does not release you from these obligations.

Can I port to Exetel from my existing CDMA network?

You are able to port to Exetel from a CDMA network and keep your existing mobile number. You will require an Exetel SIM card and a GSM phone as the Exetel network uses a GSM network. A CDMA mobile can not operate on the network Exetel uses.

Are my addresses & mailbox messages moved with my number?

No, only your number is ported to Exetel as the new provider. You will need to be issued with a new SIM, therefore any information stored on the current SIM is lost once your number is ported. You will need to move your addresses from your SIM to either the phone or use a SIM manager to move them to an alternative location. You will be provided with a new mail box, so existing voice messages will be lost.

Can I connect a CDMA handset?

You can port the CDMA number however you will need a new handset to be able to insert the SIM card as CDMA do not require SIMs.

Can I port a pre-paid number and still access the old SIM with unused credit?

No. Once the port is done, you will not be able to use the old SIM. The new SIM you receive from us is linked to your ported number. We suggest you use your credit up before porting to us (if you don't want to waste money).

Can I have two numbers in the same name or account?

Yes.

When porting, how do I know when my new SIM is ready for service?

Your old SIM will lose service at some stage of the port process. You should know then to simply insert the new SIM and it should be ready.

How soon after connection can I make calls?

Immediately. In some cases you may need to turn the phone off and on to reset.

What is Pre-Paid?

You have paid for your call usage in advance and don’t receive monthly bills.

What is Post-Paid?

You pay for your call usage in arrears and receive a monthly bill.

Why do you need my date of birth on the application form?

If you have a pre-paid existing mobile service, the DOB is required for porting. This MUST be the DOB that was used when the prepaid was taken out.

Why do you need my existing account number on the application form?

This is required if your existing account is post-paid. You will be able to find this on your bill.

3. Coverage & Roaming

Who is the underlying Carrier?

Exetel uses Vodafone as its upstream mobile Network carrier.

What kind of coverage do I get with Exetel?

Vodafone and therefore Exetel’s network covers 94.52% of the Australian Population. For more specific information on coverage, please see their coverage maps at

What is Global (International) Roaming?

Global roaming is a service offered that enables you to take your mobile handset overseas with you and use it as you would as if you were in Australia. The service is available as a result of international connect agreements between mobile carriers. Call charges for both making and receiving calls are expensive for this reason. This should be a major consideration when deciding to have the feature enabled when you travel. If it is enabled, it is also advisable to use it sparingly.

Does Exetel Offer Global (International) Roaming?

We can enable the service for a $200 deposit, which is refundable on your return from overseas.

Here are the rates and charges:



How can I pay for the Global (International) Roaming deposit?

We will deduct funds from your payment details held on file. If you have selected direct debit from a bank account, it takes 3 business days for funds to clear. Direct debit from a credit card clears within 30 minutes.

How do I request Global (International) Roaming?

There is an option in your members facility to do this or you can simply email voice@.au with your mobile service number.

4. Billing

How is the Invoice received?

Exetel only issues online bills. If you already have a fixed-line voice or ADSL service with Exetel, you will be familiar with how to view your bill. You will need to log in to our member’s facility – a password will be issued to you. Please call 02 8030 1000 for help.

When is the Invoice issued?

On the 1st of the month or first business day after, if it falls on a weekend.

When is payment deducted?

On the 1st of the month or first business day after, if it falls on a weekend.

What is the billing period?

From the 1st to last of the calendar month.

Are all my mobile calls itemized?

Exetel issues a fully itemized invoice.

Why are bank accounts/credit cards debited when a $100 mobile spend limit is reached?

Exetel has unfortunately experienced a few cases of fraud with mobile spending.

In an effort to cease this, we have had to impose this spend limit.

This is not a cap limit. It is simply a threshold that, when reached, your account is debited.

If the payment fails then your service will be suspended. When successful payment is made, the service will be restored.

5. Voicemail

What is voicemail?

Voicemail works in a similar way to an answering machine. When you are unavailable to take a call or you do not wish to answer, you can divert calls to your voicemail for the caller to leave a message.

How much does voicemail cost with Exetel?

Voicemail deposit and retrieval is charged at 18c per minute. You retrieve your voicemail messages by calling 121.

How do I disable voicemail?

To disable voicemail, dial 1210 and then press your call or send button on your handset. To enable again, simply dial 1211 and then press the call or send button.

How do I set up my voicemail service?

To setup your voicemail service, please perform the following steps;

• Switch on your mobile phone and dial 121.

• A recorded voice will ask you to enter a 4-10 digit PIN Code (security for your voicemail messages). Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.

• Enter your new Security PIN Code and press #.

• A recorded voice will ask you to record your name after the 'beep' and press #. This is used for the Standard Greetings and message delivery.

• You may also be asked to record a personal greeting of your choice and check your Time Zone location setting.

• Once complete your voicemail service will be set up and ready for use.

• Note: You will only be able to access messages after you have completed this setup process. Alternatively you will be taken through the setup procedure automatically the first time you try to retrieve a message. Voicemail set up can only be performed via your mobile handset.

How do I set up my voicemail service when going overseas?

You must have voicemail roaming activated (you will need to organize this with Exetel to have it activated before you leave the country).

When you are overseas, dial

+61414121121* then your 4digit pin code# then your mobile number#

If you do not remember your pin code, Vodafone can reset it to the default 0000. Then to pick up your messages do:

0414121121 when the recording prompts to put in the security code, you should enter 3333#, then your mobile number#, and then you will get a message saying that customer care has reset the security code and you will be prompted to put in a new security code of your choice.

How do I personalise or change my voicemail greeting?

To personalise your voicemail greeting simply dial 121 from your mobile phone and follow the instructions.

First time users of voicemail will be required to set up their voicemail service at this stage, see "How do I set up my voicemail service?"

• Select Option 1 to record your personal greeting OR select Option 5 to hear the pre-recorded 'Fun Greetings' and make your choice.

• Follow the voice prompts to record your personal greeting and then press 1.

• To return to previous menu, press * or to exit voicemail press the end call key.

Callers are more likely to leave a message if you personalise your voicemail.

How will I know when I have a voice message?

When a caller leaves a message on your voicemail, you will receive an SMS alert notification which will provide instructions on how to retrieve your voice message by dialling 121.

How do I listen to my voicemail messages from my mobile?

To listen to your messages from your mobile phone, please perform the following steps;

• Dial 121 from your handset.

• You will hear a summary of how many new and saved messages you have.

• Messages will be played individually with the date and time received, unless date and time is turned off.

• After each message you can select from the following options:

Press: 0 To initiate a return call.

Press: 1 To hear the message again.

Press: 2 To save the message.

Press: 3 To delete the message.

Press: 4 To forward the message to another user.

Press #. The preceding message will remain as a new message. This will then skip to the next message.

• After returning a call press ## to review the rest of your messages.

If you hear a prompt for you to record your greeting when dialling 121, you are being asked to set up your voicemail service. You will be required to follow the voice prompts before you are able to access any messages.

What is voicemail call return?

Voicemail Call Return allows you to listen to a voicemail message, and then return the call at the touch of a button without exiting the Voicemail box.

How do I use voicemail call return?

After listening to the message, follow the prompts to press "0" to return the call. Voicemail call return is only available when you access your voicemail box from your mobile phone. When the Voicemail Call Return call is completed, you are still connected to the Voicemail box and so can continue to access remaining Voicemail messages.

Why isn’t voicemail call return working?

Voicemail call return works by capturing the number of the person who called you and storing it for you to return the call. Sometimes the voicemail box is unable to capture the caller’s number for one or more of the following reasons:

• The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. The call was an international call.

• The call was from a payphone.

• The number was overridden by a number entered by the caller.

• Some numbers, including 13, 1300, 1900 and emergency services numbers, will not be accepted as call return numbers.

How many messages can be stored on my voicemail service?

Up to 20 voice messages of up to 5 minutes per message can be stored with voicemail.

How long do messages stay in my voicemail box?

Played messages will automatically be saved for 7 days with the option to re-save the message as often as needed. Unplayed messages will automatically be deleted after 7 days.

If your phone is not within coverage or is turned off, the Network will continue to send the SMS alert notification for a period of up to 7 days.

How do I retrieve my voicemail messages from another phone or overseas?

You can still access your voicemail messages from another tone dialling phone by following the steps below.

• Simply dial 0414 121 121 (or from overseas* +61 414 121 121)

• To transfer to your own voicemail service press * (star).

• Enter your security code, then press # (hash).

• Enter your Mobile Number, then press # (hash).

Your messages will then be played back to you.

How do I change my voicemail security code?

From your mobile phone:

• Dial 121 from mobile phone.

• Press 3 to select Personal Preferences and follow the voice prompts.

From another phone (eg. landline)

• Dial 0414121121

• Press * to access your own voicemail. (Your line provider will charge you the standard rate to call an Australian mobile number.)

• Enter your current security code then press #

• Enter your mobile number then press #

• Your messages will be played.

• After all messages are played, you will enter the Main Menu.

• Select option 3 for Personal Preferences.

• Select option 2 for security code preferences.

• Select option 1 to change your security code.

• Enter your new security code (between 4-10 digits long), then #. Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.

• Your new code will be played back.

What are the options for diverting calls to voicemail?

There are two options for diverting calls to voicemail:

• Conditional diversion - calls are diverted to voicemail when your phone is not answered, your number is engaged or your number is not contactable (i.e. your phone is out of range or turned off.)

• All calls diversion

You can change the diversions anytime using the voicemail menus.

Simply dial 121:

** - to access main menu

3 - to change personal preferences

3 - to change notification preferences (follow the prompts to turn diversion on or off)

How do I activate and de-activate voicemail diversions on my phone?

There are 2 ways of activating and de-activating your voicemail diversions:

• Through your handset menu. Please refer to your handset manual for instructions. To activate diversions manually through the menu of your phone, you will need to ensure that your mail box number is activated and programmed in your phone. If you wish to activate voicemail using your phone and require your mail box number to be programmed please submit your request to Exetel.

• Using the voicemail menus.

Simply dial 121:

** - to access main menu

3 - to change personal preferences

3 - to change notification preferences (follow the prompts to turn diversion on or off)

Can I divert my calls to my home or office?

Yes – you can divert to any number but the diverted number must be entered in international format

Eg – 0414123456 - +61414456789

What happens if I don’t use my voicemail service?

Nothing. Your voicemail mail box will not be deleted or expire due to inactivity

How do I check, record or re-record my Personal, Busy or Extended Absence greeting on my voicemail service?

To check, record or re-record your Personal, Busy or Extended Absence greeting on your voicemail service, simply follow the instructions outlined below.

|1. |Dial 121 from your mobile phone or 041412121 from another phone. |

|2. |Listen to all messages then go to Main Menu. Press 3 for Personal Preferences. |

|3. |Press 1 to change your greeting or name. (The following preceding numbers represents the dial keys) |

| |1. |

| |Personal |

| |1. |

| |Personal greeting |

| | |

| |2. |

| |Busy greeting |

| |1. |

| |Satisfied |

| | |

| |2. |

| |Record / re-record greeting |

| | |

| | |

| | |

| | |

| | |

| |2. |

| |Standard |

| |Record greeting, then press # |

| |1. |

| |Listen to greeting |

| | |

| |2. |

| |Save greeting |

| | |

| |3. |

| |Re-record greeting |

| |- * to return to previous menu |

| |- To exit system, hang up |

| | |

| | |

| | |

| |3. |

| |Record Name |

| | |

| |4. |

| |Extended absence |

| |1. |

| |Accept messages while away |

| | |

| |2. |

| |Don’t accept messages while away |

| | |

| |Record greeting, then press # |

| |1. |

| |Listen to greeting |

| | |

| |2. |

| |Save greeting |

| | |

| |3. |

| |Re-record greeting |

| |* to return to previous menu |

| |To exit system, hang up |

| | |

| | |

| | |

| | |

| |* to return to Personal Preference |

| | |

Why can’t I connect to my voicemail?

If you are attempting to connect to your voicemail messages by dialling 121 from your mobile or 0414121121 from another phone but cannot get access, please check the following,

• Ensure that a voicemail box number has been activated on your account. Without a mail box number you will not be able to divert calls and store messages. You can submit your to Exetel

• Have you recently received the new voicemail system? Please ensure you set-up the service first by dialling 121 from your mobile phone. Messages cannot be accessed without initial set-up.

• Have you changed your voicemail security code? Submit your request to re-set this code to Exetel

CALLMinder

Call minder is a voicemail substitute.

Once CALLminder is activated and when your phone is switched off, or if you don't answer it, the CALLminder service automatically captures the telephone number of the caller, providing that their CALLidentity service is also activated.

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As soon as your mobile phone is switched back on you will hear a beep alert, or a TXT message prompt will appear on your mobile phone screen. This message will contain the caller's contact number, and the time and date of the missed call.

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With most mobile phones you can call back simply by pressing the call button when the call return number is displayed on your screen.

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What if the caller's CALLidentity is not activated?

In this case they will automatically hear the greeting: "Hi, welcome to Vodafone CALLminder. The person you are ringing is unable to take your call. Would you like CALLminder to send your number through to let them know you called? If yes, please wait for the tone."

If you would like CALL Minder activated, please contact Exetel.

Exetel supports Vodafone's "CallMinder" feature but it is chargeable. It is not free.

It is charged at the same rate as voicemail.

Voicemail while Roaming Internationally.

If you require voicemail access while you are roaming overseas, this will need to be set up specifically.

Please call Exetel on 02 8030 1000 to request this.

6. SMS/Text

How do I send an SMS message overseas from my mobile?

You can send an SMS directly from your mobile to another mobile phone connected to any GSM network in Australia or to any GSM network overseas that Exetel (Vodafone) have a roaming and SMS agreement with.

To send an SMS to a mobile phone overseas you must enter the mobile number in international format. For example, if the number you are sending to is 0414123123 in Australia, you would enter the number as +61414123123 (where 61 is the coutry code and replaces the zero (0) and '+' is equivalent to each country’s international exit code).

I am trying to send an SMS message from my mobile but I keep receiving a "Message Failed" or "Message not sent this time" or "Check Operator Services" . What does this mean?

When you are receiving an error message on your mobile when attempting to send an SMS message, you may need to check the following;

• Do you have enough signal strength on your mobile phone? Can you make voice calls? Check the signal strength to ensure that Network coverage is available.

• Attempt a manual reset. Turn the phone off, take the SIM out and gently wipe with a clean, dry, non static cloth. Replace SIM, turn the phone back on and try again.

• Try sending a SMS with your SIM in another phone. If you are successful in sending a SMS, it may be an issue with your handset, if it does not work and the following suggestions do not work you may have a faulty SIM.

• Try sending a test SMS to your own number - was it successful or unsuccessful? This will test your sending and receiving capabilities in one go.

• Do you have the correct Message Centre Number programmed into your phone? Go through the Menu of your phone and select Message Settings. Confirm that the Message Centre Number is +61415011501.

• Is the message sending format set to Text or Standard? Confirm that the format is set to Text. This is also found in Message Settings for most handset types. Please refer to your phone manual.

• Make sure your inbox and outbox are not full. This can stop you from receiving SMS messages and may also affect your sending capabilities.

• Your service may be barred if you have an unpaid bill outstanding. Once the bill is paid, call Exetel and we will lift the bar.

International SMS;

• Have you been able to send SMS to this number previously? If so, the network may be temporarily down and there may be a delay before you can send.

• Can the recipient receive SMS from other numbers? If not it may be a fault with the recipients provider or with the recipients phone.

Should you continue to experience difficulty with sending SMS messages from your mobile phone, you may submit your query to Exetel.

7. MMS/Picture Messaging

What is MMS?

MMS is a service that allows you to take photos from your MMS compatible handset. You can then send the MMS photo instantly to other MMS phones, non-MMS handset or to any email address in the world. MMS is charged at 75c per each MMS message sent.

• A single MMS message can include text, a sound file or both along with an image so you can share the whole experience with friends.

• Send an animated ready-made "Happy Birthday" MMS to your friend - beats a standard SMS message

• You can send your MMS to a friend’s Vodafone, Telstra or Optus mobile or to any email address in the world. If your friend has a (MMS capable) mobile, they'll receive the MMS directly on their mobile screen. If they don’t have a MMS mobile, they'll get an SMS telling them to view your MMS online.

What do I need to use MMS?

To use MMS you must have an MMS compatible phone. You will also have to configure your phone to the Exetel (Vodafone) network.

How much does it cost to send an MMS message?

MMS is charged at 75c per each MMS message sent. You are able to send an MMS message with a sound file or SMS message. This is all included in the 75c charge.

How do I send an MMS message?

As the instructions on how to send a MMS message differs with the handset model, please refer to your mobile handset instruction manual.

Why can’t the person I am sending to receive my MMS?

Check that the person you are sending to has a phone and mobile network which is compatible with MMS. You must also ensure that the message you are sending does not exceed the size limit of 100kb.

What if the person I am sending to doesn’t have an MMS compatible phone?

If the person you are sending to doesn’t have an MMS compatible phone, they will receive an SMS with instructions as to how to view the MMS on the internet.

Is there a limit on the size of MMS messages?

When sending an MMS to a mobile, the size limit is 100kb. This may depend on the type of handset you have, so please refer to your handset manual. There is no size limit for MMS messages sent to email addresses.

Why can’t I send/receive/download MMS messages?

Check that your mobile phone is GPRS compatible. Is your phone configured to use GPRS? If not, contact Exetel and we will send you the configuration settings via SMS.

8. GPRS/WAP

What is WAP GPRS?

GPRS (General Packet Radio Service) delivers data at high-speed data to mobile phones. It is this technology that allows fast and easy access to WAP sites.

WAP (Wireless Application Protocol) is a mobile Internet technology that allows mobile phone access to certain Internet sites. WAP sites are Internet sites specifically created for mobile phones using text and graphics to fit the dimensions of your mobile phone screen.

Combining the two and you have WAP GPRS. WAP GPRS allows you the convenience of being on the move and still having access to a variety of News, Sports, Weather and Entertainment information to keep you up to date at any time of the day.

How do I activate WAP GPRS?

It is activated by default when you commence the mobile service.

To configure WAP GPRS, click this link:

If you are still having problems, for configuring your PDA for GPRS, please follow these comprehensive steps in the sections here:

• Setting up Pocket PC for MMS

Setting up the connection

1.     On the PDA, tap on Start, tap on Settings, tap on Connections, and tap on the Connection icon.

2.     Tap on Advanced and tap on Select Networks.

3.     Tap on New under Programs that automatically connect to the Internet should connect using drop down box and enter Vodafone WAP under the input box that display Enter a name for these settings.

4.      Tap on Modem and tap on New.

5.      Under the Enter a name for the connection input box, enter Vodafone WAP

6.      Under the Select a modem menu, select Cellular Line (GPRS) and tap Next.

7.      Under the Access point name input box, enter live. and tap Next.

8.      Under the User Name input box, leave this field blank.

9.      Under the Password input box, leave this field blank.

10.     Under the Domain input box, leave this field blank.

11.     Tap on Finish.

19.     Tap on OK 3 times.

20.     Tap on the X button located on the upper right hand corner, you will now return to the main screen.

Setting up the MMS profile

1.      Tap on Start; tap on Programs and than tap on the MMS composer icon. (or messaging->tools->mms settings)

2.      Tap on Tools and tap on Options.

3.      Tap on Servers and tap and hold on any servers that are already available and tap on New.

4.      Under the Server Name input box, enter Vodafone

5.      Under the Gateway input box, enter 10.202.2.60

6.      Under the Server Address input box, enter

7.      Tap OK.

8.      Tap on Preference and under the Connect via menu, select Vodafone au.

9.      Under the Connect to server menu, select Vodafone (May have to set default in servers menu on new pocket pc)

10.     Untick Download on home network only and tap on the OK button located on the upper right hand corner.

11.     Tap on the X button located on the upper right hand corner twice, you will now return to the main screen.

Setting up Pocket PC for GPRS Internet

Setting up the connection

1. On the PDA, tap on Start, tap on Settings, tap on Connections, and tap on the Connection icon.

2. Tap on Advanced and tap on Select Networks.

3. Tap on New under Programs that automatically connect to the Internet should connect using drop down box and enter Vodafone AU under the input box that display Enter a name for these settings.

4. Tap on Modem and tap on New.

5 Under the Enter a name for the connection input box, enter Vodafone AU

6 Under the Select a modem menu, select Cellular Line (GPRS) and tap Next.

7. Under the Access point name input box, enter live. and tap Next.

8. Under the User Name input box, enter leave blank Otherwise leave this field blank.

9. Under the Password input box, enter leave blank Otherwise leave this field blank.

10. Under the Domain input box, enter leave blank Otherwise leave this field blank.

11. Tap on Finish and tap 3 times on the OK button located on the upper right hand corner.

12.Tap on the X button located on the upper right hand corner, you will now return to the main screen.

The device is now configured for GPRS Internet.

Setting up Pocket PC for Email over GPRS

Setting up the email account

1. On the PDA, tap on Start, tap on Inbox, tap on Accounts, tap on New Account.

2. Enter the email address for the Email account and tap Next.

3. Tap on Skip to skip the Auto Configuration.

4. Under the Your name input box, enter the name of the person the Email account belongs to.

5. Under the User name input box, enter the username for the Email account.

6. Under the Password input box, enter the password for the Email account.

7. Tap on the Save password box and tap on Next.

8. Under the Account type menu, select POP3 or IMAP depending on the ISP.

9. Under the Name input box, enter the name of the ISP and tap on Next.

10. Under Incoming mail input box, enter the incoming POP3 mail server.

11. Under Outgoing mail input box, enter smtp..au .

12. Under Domain input box, leave this field blank.

13. Tap on Options and under the Connection menu, Select Vodafone AU and tap on Next.

14. Tap Next again and Tap Finish.

15. Tap on the X button located on the upper right hand corner, you will now return to the main screen.

Your device is now configured for email and is ready for use.

Please turn your device off/on and send a message to yourself to make sure it works.

Check that Vodafone AU is the network it uses when connecting to internet (Vodafone AU being the internet connection you created)

1. On the PDA, tap on Start, tap on Settings, tap on Connections, and tap on the Connection icon.

2. Tap on Advanced and tap on Select Networks.

3. Tap on New under Programs that automatically connect to the Internet should connect using drop down box and enter Vodafone AU under the input box

• For settings specific to handsets, you can try these websites for the major handset manufacturers:

Nokia -

Motorola -

Sony-Ericsson -

• If you still continue to have trouble, as a final measure, contact Vodafone on 1300 30 10 30. Please press option 1, then Option 2. You may need to supply an inquiry password, which Exetel can supply. Please call us on 02 8030 1000 for this.

• Please note it may take up to 24 hours for your WAP GPRS service to be provided by us.

How do I start using WAP GPRS?

A GPRS compatible mobile phone is needed to use the GPRS service.

Below are manufacturer specific connection shortcuts:

• Nokia: Press and hold down the "0" key or select " Services" from the main menu.

• Sony Ericsson: Select "Internet Services" from the main menu.

• Siemens: Select "Surf & Fun" from the main menu then "Internet".

• Motorola: Scroll to and select "Web Access" from the main menu then "Browser" then "Launch".

• Panasonic: Start Browser from menu.

• For specific instructions on individual mobile phones, please refer to your mobile phone user manual or see the manufacturer’s website.

What does WAP GPRS cost?

The beauty of GPRS is there is no monthly subscription fee. You only pay for what you use! Downloading or transferring information is charged at $0.0058 per kilobyte with no minimum session charge.

Please note that downloading images, games and sounds may attract additional charges.

Can I receive SMS when using WAP GPRS?

• If an SMS is received whilst you are browsing the message alert tone will sound (if enabled) and you can view the SMS once you close the browser.

Can I make and receive voice calls when using WAP GPRS?

• You will be able to make and receive voice calls if you are not downloading or transferring data at the time.

•

o If you are downloading or transferring data at the time an incoming call is received it will be diverted to your voicemail, messaging service or a busy signal will be heard (whichever is applicable).

o If you are downloading or transferring data at the time and you wish to make an outgoing call you will need to disconnect from the browser before doing so.

Can any mobile phone access WAP GPRS?

• Only GPRS compatible mobile phone can access this service. Please consult your user manual to confirm if your mobile phone is compatible.

I can’t connect to WAP GPRS, what could be wrong?

• Please check your GPRS settings are still saved to your mobile phone, if not you will not be able to access this service.

• You must be in a coverage area. This will be indicated by the coverage bars on your mobile phone.

• To complete the activation of a new WAP GPRS service, you will need to turn your mobile phone off and then back on again.

9. Premium Services

What are premium services?

Premium services are content or live advice services which can be accessed by making a phone call, by messaging (e.g., SMS) or via a data connection from your mobile phone. Premium services numbers usually start with 188X, 19X, 190X, or an international number, for example 0011.

Examples of premium services are sex services, psychic lines, weather services, voting lines for TV shows or competition lines, chat services or ring tones. Premium services can also include high school test result hot lines.

Proprietary network services such as Vodafone Live also offer access to premium data services. Examples of such premium services include news updates, sports or weather reports, ring tones or wallpaper.

How can you be charged?

You can be charged for premium services in several ways:

• Flat rate - this is where you are charged a fixed amount for each call you make. It is a good idea to keep track of how many calls you make as the cost can quickly add up.

• Timed rate - this is where your calls are timed and charged at a rate per minute or per 30 second rate. A fixed set up or connection fee may also apply. Keeping track of how long you spend on the call will help to keep your costs to a minimum.

• By data volume - this is where you are charged according to the amount of data you download from or via a proprietary network.

You should always check the cost of the premium service before you use it. It is also a good idea to keep track of how many calls you make, or how often you access these services, and how long they last as the cost can quickly add up possibly creating financial difficulty where the cost of using premium services is unexpectedly greater than the amount you may have budgeted for.

Liability for cost

You are usually responsible for the cost of any calls made from your phone, including calls made by family and friends, even when made without your knowledge. There have been scams relating particularly to premium services and the sending of text messages. Please read Exetel’s Terms & Conditions thoroughly concerning this.

Note: If you are deaf or have a hearing or speech impairment and wish to make calls to premium service numbers via the National Relay Service, then you must have an account with Australian Communication Exchange (ACE) and you will be charged for the calls.

What steps can you take to lessen the risk of high, unexpected bills?

Exetel has limited barring options. We are only able to bar the GPRS service, International calls, Global Roaming or place a broad administration bar on all calls, in the case of a lost or stolen handset. We cannot, for instance, just bar calls to 190 numbers.

To mitigate the risk of high bills, you should be fully aware of these premium call costs.

10. Troubleshooting

I cannot make calls, what should I do?

If you are unable to make calls from your mobile please attempt the below troubleshooting steps.

• confirm you do not have an unpaid bill. There may be a bar placed on the service.

• If you hear "you have call barring activated", please contact Exetel.

• If you see the message "check operator services" and have a Nokia mobile with the number 2 in the top left hand corner, this means you are calling from line 2 instead of line 1. To rectify this, simply press and hold down the # (hash) key to alternate back to line 1.

• If you make a call and "dead air" or no tone is heard, try switching the phone off and on (reset) and try calling again.

• Confirm that you have sufficient signal strength on the screen of your phone. The signal strength is usually located opposite the battery symbol.

• If signal strength is low, simply turn the phone off then on.

• If still no signal, turn phone off, remove SIM card, clean with lint free cloth, blow into SIM card holder then replace.

• If still no signal, perform a manual Network Selection. This option is found in the Menu of your phone, usually under Phone Settings.

• If still no signal, test your SIM card in another phone. This will determine whether the fault lies with the SIM card or handset.

• If you have any further queries please contact Exetel to have this investigated further.

I am unable to send SMS messages. Why?

Confirm you do not have an unpaid bill. There may be a bar placed on the service.

I am trying to send an SMS message from my mobile but I keep receiving a "Message Failed" or "Message not sent this time" or "Check Operator Services" . What does this mean?

When you are receiving an error message on your mobile when attempting to send an SMS message, you may need to check the following;

• Do you have enough signal strength on your mobile phone? Can you make voice calls? Check the signal strength to ensure that Network coverage is available.

• Attempt a manual reset. Turn the phone off, take the SIM out and gently wipe with a clean, dry, non static cloth. Replace SIM, turn the phone back on and try again.

• Try sending a SMS with your SIM in another phone. If you are successful in sending a SMS, it may be an issue with your handset, if it does not work and the following suggestions do not work you may have a faulty SIM.

• Try sending a test SMS to your own number - was it successful or unsuccessful? This will test your sending and receiving capabilities in one go.

• Do you have the correct Message Centre Number programmed into your phone? Go through the Menu of your phone and select Message Settings. Confirm that the Message Centre Number is +61415011501.

• Is the message sending format set to Text or Standard? Confirm that the format is set to Text. This is also found in Message Settings for most handset types. Please refer to your phone manual.

Why can’t I connect to my voicemail?

If you are attempting to connect to your voicemail messages by dialling 121 from your mobile or 0414121121 from another phone but cannot get access, please check the following,

• Ensure that a voicemail box number has been activated on your account. Without a mail box number you will not be able to divert calls and store messages. You can submit your request to Exetel.

• Have you recently received the new voicemail system? Please ensure you set-up the service first by dialling 121 from your mobile phone. Messages cannot be accessed without initial set-up.

• Have you changed your voicemail security code? Submit your request to re-set this code to Exetel

• Confirm you do not have an unpaid bill. There may be a bar placed on the service

Why isn’t voicemail call return working?

Voicemail call return works by capturing the number of the person who called you and storing it for you to return the call. Sometimes the voicemail box is unable to capture the caller’s number for one or more of the following reasons:

• The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call.

• The call was an international call.

• The call was from a payphone.

• The number was overridden by a number entered by the caller.

• Some numbers, including 13, 1300, 1900 and emergency services numbers, will not be accepted as call return numbers.

My phone is displaying "Insert SIM", "SIM error" or "SIM card rejected". What does this mean?

If the screen of your phone is displaying the error messages "Insert SIM", "SIM error" or "SIM card rejected", please check the following;

• Ensure the SIM card is inserted properly and the right way round.

• Wipe the SIM card with a non abrasive material and re-insert.

• Try another battery as this can cure some instances of 'Insert SIM'.

• Try another SIM card to see if the problem lies with your SIM card.

• Try your SIM in another handset to see if the problem lies with your handset.

• If the incorrect PIN has been entered 3 times, you are then given 10 attempts to enter your PUK (Personal Unblocking Key). If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.

• You may have a SIM lock on the handset. You will need to contact your previous carrier to obtain the unlock code.

For further assistance, please contact Exetel.

Why can’t I see the number of the person who is calling me?

You may not be able to see the number of the person who is calling you for a number of reasons:

The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call.

The call was an international call.

The call was from a payphone.

The number was overridden by a number entered by the caller.

Why can’t the person I am calling see my number?

Ensure you have the CLI facility active. If the CLI facility is inactive your mobile number will not be displayed when making calls.

The person you are calling will not be able to see your number if you are calling internationally.

Why can’t the person I am sending to receive my MMS?

Check that the person you are sending to has a phone and mobile network which is compatible with MMS. You must also ensure that the message you are sending does not exceed the size limit of 100kb.

What if the person I am sending to doesn’t have an MMS compatible phone?

If the person you are sending to doesn’t have an MMS compatible phone, they will receive an SMS with instructions as to how to view the MMS on the internet.

Why can’t I send/receive/download MMS messages?

Check that your mobile phone is GPRS compatible. Is your phone configured to use GPRS? If not, contact Exetel and we will send you the configuration settings via SMS.

11. Lost & Stolen Phones.

What should I do if my handset is lost or stolen?

Contact Exetel immediately on 02 8030 1077. Leave a message and we will place an administration bar on the service so no calls can be made or received. If requested, we can post out another SIM (at a cost of $20). When received, we can configure the replacement SIM to your service.

12. SIM card security.

What is a PUK code and what is it used for?

PUK stands for Personal Unblocking Key. This is a unique eight digit code specific to your SIM card. This is required when the PIN number is entered incorrectly 3 times on your mobile phone. You are then given 10 attempts to enter your PUK if required. If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.

PUK codes can be obtained by calling Exetel.

I have lost or forgotten my PUK, what do I do?

You will need to call Exetel on 02 8030 1000.

How do I unblock my phone with the PUK code?

The PUK code is your Personal Unblocking Key which is an eight digit code specific to your SIM card.

For most handset types, the eight digit PUK code is entered directly into your phone. After selecting OK, you will be prompted to enter a 4 to 8 digit PIN code. You will then be asked to re-enter your chosen PIN code for verification. On other handset types, the PUK code is entered by using the following code, **05*(PUK Code)*(new PIN)*(new PIN)# [send]. Please refer to your handset manual.

How do I obtain a replacement SIM card and what is the cost?

To obtain a replacement SIM card, you will need to contact Exetel. We will post one out for the replacement cost of $20.

Faulty SIMs will be replaced FREE of charge.

My phone is displaying "Insert SIM", "SIM error" or "SIM card rejected". What does this mean?

If the screen of your phone is displaying the error messages "Insert SIM", "SIM error" or "SIM card rejected", please check the following;

• Ensure the SIM card is inserted properly and the right way round.

• Wipe the SIM card with a non abrasive material and re-insert.

• Try another battery as this can cure some instances of 'Insert SIM'.

• Try another SIM card to see if the problem lies with your SIM card.

• Try your SIM in another handset to see if the problem lies with your handset.

• If the incorrect PIN has been entered 3 times, you are then given 10 attempts to enter your PUK (Personal Unblocking Key). If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.

For further assistance, please contact Exetel on 02 8030 1000..

What do I do if my handset has been SIM locked by another carrier?

You will need to contact the carrier who locked the phone to have the handset unblocked. Charges may apply.

How do I block my lost or stolen mobile?

You have the option of barring your handset (IMEI) or your SIM to prevent your mobile phone from being used.

Barring the SIM will stop all incoming and outgoing calls from your mobile phone number. Barring your handset will prevent the use of another SIM card in your phone.

What is an IMEI number and what is it used for?

An IMEI number (International Mobile Equipment Identity) is your phone’s serial number. Each mobile handset has its own unique IMEI number which is used to identify your handset.

It is a good idea to keep a record of your IMEI number in the event that your phone becomes lost or stolen. To view the IMEI number enter the code *#06# .

13. Miscellaneous.

When does a mobile plan change take effect?

The next business day after the conclusion of the current billing cycle.

Are calls to 1555 free still?

Yes.

How do I extend the ring time before answering?

On your handset, dial:

**61* **30#

To find the mailbox number, you need to get into the Call Divert section of your mobile. In Nokia’s you need to select “Check Status” and the mailbox number will display. Otherwise email voice@.au and we will reply with the mailbox number.

Example only (do not do this as it will change the mailbox setting).

**61*+61015456762**30#

(The last 2 digits before the last # sign indicates the ring time length in seconds. This example sets the ring time to 30 seconds)

Does Exetel support Vodafone's callback "ring alert" feature,

i.e. the voicemail system calls your mobile once your mobile comes back into

range?

Yes - Once you have voicemail diversions activated, you need to dial 1219

to activate Ring Alert. 1219 calls are chargeable. They are not free.

Is the MyVodafone feature accessible to Exetel customers?

Yes, however you can’t access the MyAccount feature.

Does Exetel support Vodafone's "CallMinder" feature?

Yes, but it is chargeable. It is not free.

How do suppress (block) my number from showing on the receiver’s handset.

For permanent suppression, you need to change the handset setting.

Consult the handset manual if you can’t find the menu option.

For dynamic (on the fly) suppression when you don’t have permanent suppression on, you can dial #31#

(preferable) or 1831 (network dependant) before the calling number.

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