TELSTRA PRE-PAID WELCOME GUIDE

Transcription

1 TELSTRA PRE-PAID WELCOME GUIDE

2 LET S GET THIS SHOW ON THE ROAD You must be excited about your brand new Pre-Paid device. This guide will help you get started as quickly and easily as possible. It ll help you activate your service, show you the best ways to recharge and get the most out of your new Pre-Paid device. By the way, your brand new SIM card is compatible with the Telstra Next G network Australia s largest and fastest national mobile network. If you have a compatible Next G device, you can access the latest mobile TV, music, games, directories, maps and more. To check all the places where you have Next G coverage, go to telstra.com/mobilecoverage for mobiles and tablets. For mobile broadband go to telstra.com/mobilebbcoverage 2

3 WHERE TO START Turn to the following pages for information about getting started with your new Pre-Paid device. 04 PRE-PAID MOBILE PHONE 20 PRE-PAID TABLET DEVICE 28 PRE-PAID MOBILE BROADBAND DEVICE 3

4 TELSTRA PRE-PAID MOBILE PHONE 05 Let s get started 06 Managing your Pre-Paid service 08 There are heaps of ways to recharge 11 Browsing the mobile internet on your mobile phone 13 Get social 14 Watch Mobile Foxtel 15 Set up MessageBank 16 International calls and roaming 19 Problem solving 4

5 LET S GET STARTED 1. Check out and choose one of our latest offers at telstra.com/prepaid or pick up a pricing brochure at your Telstra store or Telstra Partner. 2. You ll need your new service number (you ll find this on the packaging) and your personal ID details (e.g. drivers license, passport etc). 3. Go to telstra.com/prepaid or call to activate. If you have an existing mobile phone number with another provider that you would like to keep, you can transfer your number by calling us on If you are calling from a non-telstra phone and cannot connect on this number, call and when prompted say Pre-Paid. 5

6 MANAGING YOUR PRE-PAID SERVICE Here are some things you can do with My Account on your mobile phone or online: Check your balance and credit expiry Recharge Check your call, text, picture, video, data and recharge history ACCESS MY ACCOUNT ON THE GO Via BigPond 1. Click on the BigPond portal on your WAP enabled mobile phone. If you have your own mobile phone you may need to reset your WAP settings. Turn to page 11 Browsing the mobile internet on your mobile phone for information. 2. Click on the My tab. This service is unmetered so you do not incur data charges by visiting this page on your mobile phone. 6

7 VIA #100# Dial #100# and send from your Telstra Pre-Paid mobile phone. This service is free to use. Call Call from your Telstra Pre-Paid mobile phone. This number is free to call. ACCESS MY ACCOUNT ONLINE 1. If you don t already have a Telstra username, you ll need to register at: telstra.com/prepaid (you only need to do this once). Choose a username and password. Only the person who activated the service can register for My Account online. 2. Login to My Account online at telstra.com/prepaid 7

8 THERE ARE HEAPS OF WAYS TO RECHARGE CREDIT AND DEBIT CARDS From your Telstra Pre-Paid Mobile Phone: Call Dial #100# From your menu options click on the BigPond icon, then the My tab on your compatible mobile phone Telstra SMS Recharge Register your payment details and simply send us an SMS to recharge Telstra SMS Recharge If you save your payment details in My Account on your Telstra Pre-Paid mobile phone or online, you can simply send us an SMS to recharge. When you save your details you must choose a secret PIN. To recharge, send the amount you wish to recharge (space) and your 4 digit PIN number to e.g. Send 30 XXXX to recharge $30, where XXXX is your PIN number. From your computer: Go to telstra.com/recharge 8

9 PAYPAL From your Telstra Pre-Paid Mobile Phone: Register online at telstra.com/prepaid to link your PayPal account to your Pre-Paid service number Dial #100# From your menu options click on the BigPond icon, then the My tab on your compatible mobile phone PayPal is a Trademark of PayPal Inc. BPAY From your Telstra Pre-Paid Mobile Phone via phone or internet banking: Telstra Pre-Paid biller code ( ) and your customer reference number is your 10 digit service number. When using BPAY, recharge credit is usually applied one banking day after payment. BPAY is registered to BPAY Pty Ltd ABN

10 TELSTRA CREDIT ME2U Transfer credit from Telstra Post-Paid and Pre-Paid service to a Telstra Pre-Paid service. Go to telstra.com/prepaid for more info. RECHARGE VOUCHER From your Telstra Pre-Paid Mobile Phone: Call Dial #100# From your menu options click on the BigPond icon, then the My tab on your compatible mobile phone 10

11 BROWSING THE MOBILE INTERNET ON YOUR MOBILE PHONE Your mobile phone settings will usually reset automatically. If you cannot access mobile internet on your mobile phone, you may need to make some changes. 1. Go to configure.telstra.com.au/telstra/index.jsp 2. Enter your phone number when prompted and a password will be sent by SMS to your mobile phone. 3. Enter the password into the web site and nominate the type of handset you have. Your new WAP settings will then be sent by SMS to your mobile phone. 4. Accept the WAP settings when prompted. You ll now have access to the BigPond Mobile portal and can start browsing. 11

12 HOME TAB UNMETERED Go to BigPond on your compatible Next G mobile phone and select the Home tab to browse these great BigPond Mobile services unmetered, which means that no data charges apply for 3G and Next G customers when browsing in Australia. News, Sport and Weather Celebrity & Fashion Whereis maps Citysearch Yellow Pages White Pages Tribe For the latest HOT offers you can also visit on your compatible Next G mobile phone. Just so you know, there might be content or subscription charges. 12

13 GET SOCIAL The world is at your fingertips with your compatible Next G mobile phone. Access sites like: Plus heaps more including horoscopes, flight information and banking, with more always being added. Go to BigPond on your mobile phone and select the Web tab to view the sites available. Charges apply, so if you use the Web tab regularly, you ll get the best value with a Browse Plus Pack. Just so you know, your Browse Plus Pack is used before your chosen offer. 13

14 WATCH MOBILE FOXTEL ON YOUR MOBILE PHONE See mobile TV like you ve never seen it before. Get mobile FOXTEL from Telstra on your compatible Next G mobile phone and enjoy a wide range of entertainment and latest news. You choose the subscription that suits you best. Check telstra.com/mobilefoxtel for the latest prices and options. 14

15 SET UP MESSAGEBANK MessageBank is an answering service for your mobile phone. It helps to make sure you receive missed calls when your mobile phone is unattended, busy, out of range or has a flat battery. It s also handy for those times it s not convenient to answer. VOICE MESSAGEBANK To set up your personal voice greeting and retrieve messages: Dial 101 (in Australia only) Press the Voice Call button and follow the prompts VIDEO MESSAGEBANK Dial 101 (in Australia only) Press the Video Call button Follow the visual and audio prompts You can select a fun greeting or record your own personal greeting. You can also view an introduction to your new Video MessageBank service by pressing 88 from the main menu. 15

16 INTERNATIONAL CALLS AND ROAMING HEADING OVERSEAS? Get in touch or connected when you re travelling overseas with Telstra Pre-Paid International Roaming. This is already set up on your Telstra Pre-Paid service. Different rates apply to use your service overseas. For a full list of countries and charges for International Roaming see telstra.com.au/roaming When travelling overseas, the best way to recharge is by credit card using My Account. Or take a spare voucher to redeem via My Account online at telstra.com/myaccount CALLING OVERSEAS FROM AUSTRALIA You can use your Telstra Pre-Paid mobile phone to call international landlines or mobiles from Australia. To call or text to an international number: Dial +, then the country code, followed by the local area code (without the first 0), then the local number. For example, if you re calling the UK with a phone number of you would key

17 PROBLEM SOLVING CAN T MAKE A CALL There are a number of factors that could prevent you from making calls. Try these troubleshooting steps. Try switching your mobile phone on and off. This is known as power cycling and refreshes the handset and network connection If the mobile phone doesn t turn on check the battery is charged If unsure, try charging the mobile phone with the supplied cable. If the battery is completely drained it may take a few minutes before the mobile phone can be switched on PREMIUM SERVICES Premium Services are information and entertainment services that are purchased via SMS, by making a phone call (e.g. 19xx numbers), sending a text (e.g. Premium SMS 19xx numbers, request via #100# and SMS requests to 176), or via the mobile internet or data connection from your mobile phone. You receive and use the services at a premium price set by the provider which may not be Telstra. 17

18 To stop receiving these services you will need to reply to each message with the opt-out instructions specified by the Premium Service provider. If this does not work or they have not specified opt-out instructions, try sending a reply text message with the words STOP or UNSUBSCRIBE. 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, how long they last or how much content you have requested as the costs can quickly add up. BARRING PREMIUM SERVICES You can bar access to some or all premium services. There s no charge to activate barring and it won t restrict your access to other services. To arrange barring or if you d like information about other options (like setting spending limits) call us on or go to: telstra.com.au/barpremiumsms 18

19 HAVING TROUBLE GETTING ONLINE As with making a call, there are a number of factors that could prevent you from connecting to the internet. Try these troubleshooting steps. Have you checked and changed the network APN settings? Turn to page 11 Browsing the mobile internet on your mobile phone for information Are you within a coverage area? This will be displayed as a series of bars Do you have any balance in your account? If not, recharge. Turn to page 08 There are heaps of ways to recharge for more information 19

20 TELSTRA PRE-PAID TABLET DEVICE 21 Let s get started 22 Managing your Pre-Paid service 23 There are heaps of ways to recharge 25 Browsing the internet on your tablet device 26 International calls and roaming 27 Problem solving 20

21 LET S GET STARTED 1. Check that your tablet device is suitable for use on the Telstra Next G network (850MHz frequency). Refer to the manufacturer s information for details. 2. You ll need your new service number (you ll find this on the packaging) and your personal ID details (e.g. drivers license, passport etc). 3. Call to activate. If you are calling from a non-telstra phone and cannot connect on this number, call and when prompted say Pre-Paid. 21

22 MANAGING YOUR PRE-PAID SERVICE Here are some things you can do with My Account online: Check your balance and credit expiry Recharge Note: If your browser redirects to the mobile version of this portal, you will need to go to the My tab Section. ACCESS MY ACCOUNT ONLINE 1. If you don t already have a Telstra username, you ll need to register at telstra.com/prepaid (you only need to do this once). Choose a username and password. Only the person who activated the service can register for My Account online. 2. Login to My Account online at telstra.com/prepaid 22

23 THERE ARE HEAPS OF WAYS TO RECHARGE CREDIT AND DEBIT CARDS From your Telstra Pre-Paid Tablet Device: Online visit myprepaid.telstra.com/mbb From your My Account icon on your screen PAYPAL Go to My Account or visit myprepaid.telstra.com/mbb BPAY Via phone or internet banking Telstra Pre-Paid biller code ( ) and your customer reference number is your 10 digit service number. When using BPAY, recharge credit is usually applied one banking day after payment. BPAY is registered to BPAY Pty Ltd ABN

24 TELSTRA CREDIT ME2U Transfer credit from Telstra Post-Paid and Pre-Paid service to a Telstra Pre-Paid service. Go to telstra.com/prepaid for more info. RECHARGE VOUCHER Online visit myprepaid.telstra.com/mbb From your My Account icon on your screen 24

25 BROWSING THE INTERNET ON YOUR TABLET DEVICE 1. Change the APN to telstra.internet 2. If prompted, accept the changes to settings. 25

26 INTERNATIONAL CALLS AND ROAMING HEADING OVERSEAS? Get in touch or connected when you re travelling overseas with Telstra Pre-Paid international roaming. This is already set up on your Telstra Pre-Paid service. Different rates apply to use your service overseas. For a full list of countries and charges for international roaming see telstra.com.au/roaming When travelling overseas the best way to recharge is by credit card via My Account or at myprepaid.telstra.com/mmb online. Or take a spare voucher to redeem via My Account online at telstra.com/myaccount 26

27 PROBLEM SOLVING HAVING TROUBLE GETTING ONLINE There are a number of factors that could prevent you from connecting to the internet. Try these troubleshooting steps. Have you checked and changed the network APN settings? Turn to page 25, Browsing the internet on your tablet device for more information Are you within a coverage area? Your screen should display signal strength. As with a mobile phone, this will be displayed as a series of bars Do you have any balance in your account? If not, recharge. Turn to page 23, There are heaps of ways to recharge for more information 27

28 TELSTRA PRE-PAID MOBILE BROADBAND DEVICE 29 Let s get started 30 Managing your Pre-Paid service 31 There are heaps of ways to recharge 33 Browsing the internet on your mobile broadband device 34 International roaming 35 Problem solving 28

29 LET S GET STARTED 1. Check that your USB modem or mobile Wi-Fi device is suitable for use on the Telstra Next G network (850MHz frequency). Refer to the manufacturer s information for details. 2. You ll need your new service number (you ll find this on the packaging) and your personal ID details (e.g. drivers license, passport etc). 3. Call to activate. If you are calling from a non-telstra phone and cannot connect on this number, call and when prompted say Pre-Paid. 29

30 MANAGING YOUR PRE-PAID SERVICE Here are some things you can do with My Account online: Check your balance and credit expiry Recharge Check your data and recharge history ACCESS MY ACCOUNT ONLINE 1. If you don t already have a Telstra username, you ll need to register at telstra.com/prepaid (you only need to do this once). Choose a username and password. Only the person who activated the service can register for My Account online. 2. Login to My Account online at telstra.com/prepaid 30

31 THERE ARE HEAPS OF WAYS TO RECHARGE CREDIT AND DEBIT CARDS Online visit myprepaid.telstra.com/mbb Go to My Account main menu on your Connection Manager PAYPAL Go to My Account main menu on your Connection Manager Online visit myprepaid.telstra.com/mbb BPAY Via phone or internet banking Telstra Pre-Paid biller code ( ) and your customer reference number is your 10 digit service number. When using BPAY, recharge credit is usually applied one banking day after payment. BPAY is registered to BPAY Pty Ltd ABN

32 TELSTRA CREDIT ME2U Transfer credit from Telstra Post-Paid and Pre-Paid service to a Telstra Pre-Paid service. Go to telstra.com/prepaid for more info. RECHARGE VOUCHER Go to My Account main menu on your Connection Manager Online visit myprepaid.telstra.com/mbb 32

33 BROWSING THE INTERNET ON YOUR MOBILE BROADBAND DEVICE 1. Change the APN to telstra.internet 2. If prompted, accept the changes to settings. 33

34 INTERNATIONAL ROAMING HEADING OVERSEAS? Get in touch or connected when you re travelling overseas with Telstra Pre-Paid international roaming. This is already set up on your Telstra Pre-Paid service. Different rates apply to use your service overseas. For a full list of countries and charges for international roaming see telstra.com.au/roaming When travelling overseas the best way to recharge is by credit card via My Account in the Connection Manager, or at myprepaid.telstra.com/mmb online. Or take a spare voucher to redeem via My Account online at telstra.com/myaccount 34

35 PROBLEM SOLVING HAVING TROUBLE GETTING ONLINE There are a number of factors that could prevent you from connecting to the internet. Try these troubleshooting steps. Have you checked and changed the network APN settings? Turn to page 33, Browsing the internet on your mobile broadband device for information Are you within a coverage area? Your Connection Manager should display signal strength. As with a mobile phone, this will be displayed as a series of bars Do you have any balance in your account? If not, recharge. Turn to page 31, There are heaps of ways to recharge for more information 35

36 TERMS AND CONDITIONS 36 It is important that you read and understand the terms that apply to your Telstra Pre-Paid service. The terms of your Telstra Pre-Paid service are set out in Our Customer Terms ( OCT ) which can be found at: telstra.com.au/customer-terms (as varied from time to time). Below is a summary of some parts of OCT that apply to your Telstra Pre-Paid service. Our pricing brochure contains a summary of the charges that apply to your Telstra Pre-Paid service. 1. REGISTERING AND USING YOUR SERVICE 1.1 We provide the Telstra Pre-Paid service to you mainly for your personal use. 1.2 We will connect your Telstra Pre-Paid service once you register it by providing us with your name, address, address and details of your intended use and other information and identification reasonably requested by us. If you are connecting a Telstra Pre-Paid mobile broadband service or Telstra Pre-Paid data+ cap service and are under 18 years of age, you must have the consent of your parent or a responsible adult to use this service.

37 We may request further information from you after you have registered, provided that our request is reasonable. 1.3 You must notify us of any changes to your name, address and address within 14 days of such change by calling us on If you have requested to bring your existing service number from another phone company, we will activate your service once the transfer is successfully completed. We will tell you if it has not been successful within 24 hours. 1.5 Your handset/device pack or starter kit specifies the Network Access Period during which you can use the service features or other Telstra services, once registered. The date on which the Network Access Period ends is the Credit Expiry Date. 1.6 Your Credit Expiry Date is determined by a combination of your Telstra Pre-Paid service, the Telstra Pre-Paid offer you have selected (if applicable) and your last recharge. Different rules apply if you use Credit Me2U. 1.7 Telstra Pre-Paid recharge cards and vouchers are fully transferable, non-refundable but must be activated before the use by date printed on them. 1.8 Any value in your account is non-refundable or transferable and will remain with us: (a) after the Credit Expiry Date; or (b) if you cancel your Telstra Pre-Paid service (other than 37

38 as a result of our breach) or we cancel the service as a result of your breach. 1.9 If your account balance is insufficient to use a particular feature or service, we will not provide the service to you and will terminate any outbound feature or service in progress, except for calls to emergency services 000 or 112 (where possible) and access to recharge your service When you use the service, we will debit your account balance in accordance with the charges set out in our pricing brochure and OCT When your service is in Recharge Only Period, you can receive but cannot make calls if available except to emergency services, some Telstra Pre-Paid service numbers and to recharge your service (where possible) or use any other features or Telstra services If you do not recharge your service during your Recharge Only Period, it will be disconnected and your number will be reallocated to another customer. You may receive a text message warning you of this before your Recharge Only Period ends. The length of your Recharge Only Period is 6 months from your Credit Expiry Date Due to system constraints, some charges (such as picture messaging) may take up to 48 hours to reach your Telstra Pre-Paid account. 38

39 2. UNLOCKING FEE If your Telstra Pre-Paid handset/device is programmed to only operate on the Telstra network, you may need to pay an unlocking fee to use it on other networks. 3. SIM CARD You must call us immediately if your SIM card is lost, stolen or damaged. You are responsible for all the charges on your service until you contact us. 4. CHANGING OUR CUSTOMER TERMS We can change OCT from time to time. Generally, if a change will make you worse off, or will have more than a minor detrimental impact for you, we will tell you at least 30 days before the change. We will tell you about changes by sending you a text message, or provide a recorded voice announcement at the number you use to access your Pre-Paid service or otherwise in writing, directing you to further information about the charges (such as on telstra.com or at a Telstra store). If a change will have a detrimental impact, we may also publish a notice in a relevant newspaper summarising the change, 3 working days beforehand. 39

40 5. CANCELLATION AND SUSPENSION 5.1 You can cancel your service at any time by telling us. 5.2 We may suspend or cancel a service for a number of reasons including when you are in breach of OCT (such as using your service in a way which we reasonably believe is fraudulent, poses an unacceptable risk to our security or network capability or is illegal), in an emergency, if we re legally required to or if we need to work on our networks. The amount of notice (if any) we give you depends on the circumstances. 5.3 If a service is cancelled or suspended, you are still required to pay relevant charges up to the date of cancellation or suspension. 6. RIGHTS We use due care and skill whenever we provide you with a Telstra Pre-Paid service. There may also be other nonexcludable statutory guarantees, implied conditions or warranties under consumer protection laws which may apply to the Telstra Pre-Paid service we supply. However, the nature of telecommunications systems (including reliance on some systems that we don t own or control) means we cannot promise that your Telstra Pre-Paid service will be continuous or fault free. 40

41 7. GENERAL 7.1 When you use Premium SMS, your mobile phone number will be disclosed to us (including our employees, contractors and agents) and content providers to provide you with content via Premium SMS. If you use Premium SMS on the service, we may also disclose information about you (including information relating to the conduct of your account) for the purposes of advising the Australian Securities and Investment Commission of information about complaints and transactions in respect of our customers use of Premium SMS. 7.2 Please read our Privacy Statement Protecting Your Privacy available at privacy_statement.html which sets out how your personal information is collected, used and disclosed (including for marketing purposes) and your rights in relation to accessing and correcting that information. You agree to the collection, use and disclosure of your personal information in accordance with the Telstra Privacy Statement. 8. TELSTRA FAIRPLAY POLICY Our FairPlay policy is set out in OCT. It s designed to make sure you can access our services and to ensure the quality and reliability of our network and/or services. The policy bans any commercial use of our services along with unreasonable or excessive use of our FairPlay offers. If you ve purchased your mobile mainly for personal use 41

42 and don t follow the FairPlay policy within 30 days of us asking you to, we can cancel or limit your right to use our FairPlay offers, or we can cancel your service connected with the FairPlay offers. For the full FairPlay policy, see telstra.com.au/customer-terms 9. COMPLAINTS We aim to resolve all problems and complaints quickly and effectively. If you have any concerns, please visit a Telstra store or call us on If you are not satisfied with our response, a supervisor or manager will review your concern and the way it was handled. If we are unable to resolve this matter to your satisfaction you can contact the Telecommunications Industry Ombudsman ( TIO ). The TIO is an office of last resort for complaints about telephone and internet services, they will only get involved in a complaint after you have tried to resolve it with us. Their contact details are listed in the White Pages. The Office of Fair Trading (or similar) in your state or territory may also investigate complaints. 42

43 and are trade marks and registered trade marks of Telstra Corporation Limited ABN The FOXTEL trademark is used under license from FOXTEL Management Pty Limited. Citysearch is a registered trademark of Citysearch Australia. Facebook is a registered trademark of Facebook, Inc. Twitter is a registered trademark of Twitter, Inc and is used under license. Google and YouTube are registered trademarks of Google, Inc. Hotmail and the Windows Live Messenger logo are registered trademarks of Microsoft Group of Companies. 43

44 FOR MORE INFORMATION VISIT telstra.com/prepaid FOR MOBILES telstra.com.au/mobiletablets FOR TABLETS telstra.com/ppmbb FOR MOBILE BROADBAND DEVICES RO#