Mobile Voice - Support Information

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Mobile Voice > Mobile Voice - Support Information


Contents

Troubleshooting

I cannot make mobile 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. What should I do?

If you are unable to send SMS messages or get error messages like "Message Failed" or "Message not sent this time" or "Check Operator Services", 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 +61411990001.
  • 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.

If none of these helps, please contact Exetel support.


Why can’t I connect to voicemail from my mobile?

If you are attempting to connect to your voicemail messages by dialling 321 from your mobile 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 321 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 on my mobile service?

Voicemail (on mobile Optus) 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 mobile 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 mobile 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 MMS 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 MMS 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?

If you can not send/recieve/download MMS messages, first check if your mobile phone is GPRS compatible.

Then check if your phone is configured to use GPRS. If not, contact Exetel and we will send you the configuration settings via SMS.


My mobile service is not working after porting to Exetel. What should I do?

If your mobile is not working after porting to Exetel, please power off & on the mobile hand set and check. If it is still not working contact Exetel provisioning to find if the porting is completed successfully.


Lost & Stolen Handsets

What should I do if my mobile phone is lost or stolen?

If your mobile phone 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.


How do I block my lost or stolen mobile phone?

You can block the lost or stolen phone by 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# .


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 to obtain your PUK code.


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.


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

If your handset is SIM locked by another carrier, you will need to contact the carrier who locked the phone to have the handset unblocked. Charges may apply.


Miscellaneous

When does a mobile plan change take effect?

A mobile plan change would take effect on the next business day after the conclusion of the current billing cycle.


How do I extend the ring time before answering a mobile call?

To extend the ring time before answering a call on your mobile handset, dial:

    • 61* <mailbox number> **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. All new or ported connections will have the generic mailbox number +61414121000 Otherwise email voice@exetel.com.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)


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

To permanently suppress your number from showing on the receiver’s mobile handset, you need to change the handset settings. 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 dependent) before the calling number.


Can I use a handset which is locked to another network, on an Exetel mobile service?

The simplest and safest answer is No. Exetel recommends handsets are unlocked as there is no guarantee locked handsets will work with an Exetel mobile service. You should also note carriers may charge an unlock fee.

Given that, since Exetel uses Optus as its supplier of service, an Optus locked handset ‘should’ work with an Exetel (via Optus) mobile service. Similarly, for customers on an Exetel (via Vodafone) mobile service, handsets locked to the Vodafone network ‘should’ work.