How do I port my number to ClubTelco mobile?
To port your number to
ClubTelco mobile, you will need to provide details of your existing mobile
service to us and confirm that you are the subscriber of the mobile service.
You will need to do this when you activate your service. Please contact
us on 13 TELCO (13 8352) for assistance.
What will happen to my "extra services" with my current mobile service
provider if I port my number?
Any extra services you
have with your current mobile service provider will not port with your
mobile number. It is the mobile number that is ported not your service.
When you switch service providers and port your number to ClubTelco mobile
you will need to re-establish your mailbox and record your greeting again.
How long will it take to port my current mobile phone number?
The Australian Telecommunications
Industry has set up automated processes between carriers to enable porting
to take place around the same time normally involved in providing a new
mobile phone service. In the majority of cases, it should take 1 to 2
hours. However, the provision of wrong information, system problems or
other practical considerations can cause a port to take slightly longer..
What will happen to calls made to my mobile phone service while my number
is being ported?
There may be a short
period of time where some calls to your service may not get through.
This is because every time a person ports their number all carriers need
to update their databases, even if they are not the losing or receiving
How long does my plans included credit last?
Your included credit lasts
for one month and is refreshed at the beginning of each new billing period.
Any unused credit expires after one month and does no roll over into
the next month.
What is voicemail?
Voicemail is your automated
answering service. If you are unable to answer your mobile phone, with
Voicemail the caller can leave a message. Just like a traditional answering
machine, the caller will hear your greeting and, if they choose, leave
a message. It's that simple!
What is Personal Assistant
Personal Assistant is
a great alternative to Voicemail, and it is provided free of charge to
ClubTelco members. Your calls are directed to one of our friendly assistants
who will answer the phone with your own personalised greeting, take a
message for you and then send that message to you via Email or SMS direct
to your phone.
How do I access Voicemail from overseas?
To retrieve your messages,
dial Voicemail in your phone's contacts or phonebook.
How do I send an SMS message overseas?
You can send a SMS to
a mobile phone overseas to any network that ClubTelco has a roaming and
SMS agreement with. You must enter the mobile number you would like to
send the SMS to in international format. For example, if the number you
are sending to is 021 100 200 in New Zealand, you would enter the number
as +64 21 100 200 (where 64 is the country code and replaces the zero).
What is MMS?
MMS (Multimedia Message
Service) is a service that allows you to send photos (and other multimedia
such as sound or text) from your handset.
How do I send a MMS message?
Please refer to your
mobile phone user guide for instructions on how to send MMS messages.
What is a PUK (Personal Unblocking Key) code?
Your PUK code is an
eight digit security code specific to your SIM card.
When do I use a PUK code?
When you enter your
PIN number incorrectly 3 times on your mobile phone, you are then asked
for your PUK code. You are then given 3 to 10 attempts to enter your
PUK. If an incorrect PUK code is entered, you will permanently block
your SIM card and will be required to purchase a new SIM card. PUK codes
can be obtained by contacting ClubTelco Customer Service. A replacement
SIM card costs $10 including delivery.
What do I do if my card is lost or stolen?
If your mobile phone
is lost or stolen try to call your number first to see if you hear the
phone ringing. If it cannot be found, call ClubTelco on 13 TELCO (13
8352) and we will block your SIM card from being used so no one can make
calls using your SIM card.
Can I extend the ring time of my mobile phone before it diverts to Message
Yes. The maximum ring
time is 30 seconds. For further information regarding modifying or changing
the settings on your phone, please contact us on 13 TELCO (13 8352).
I have listened to all my voice messages - why can I still see the envelope
on my phone's screen?
You may have unread
text messages (SMS) on your phone. To read and delete them refer to your
Why can't the person I have sent an MMS message receive the message?
Check that the person
you are sending the MMS message to has a MMS capable mobile handset and
they have MMS capability activated with their network provider. If the
person you have sent the message to receives a SMS message, it will contain
instructions on how to view the MMS message (via the internet).
How do I stay in control of my bills?
1. You can check your
usage at any time by logging into MyAccount. You can also call our customer
service team on 13 TELCO for the same information. 2. You can restrict
certain services (such as some call types and Premium SMS) associated
with higher fees. 3. We can contact you if we detect excessive usage
on your account. 4. Some of our plans (including data plans) do not have
any charges for exceeding your limits (your speed may be reduced instead).
How do I access my voicemail from a landline?
To access your voicemail
service from a landline dial +61 133 321.
How do I activate my International Roaming?
You can activate or deactivate your Mobile International Roaming by calling us on 13 TELCO (13 8352).
When should I activate my International Roaming?
You should always activate your International Roaming prior to departing Australia. Simply call 13 TELCO (13 8352) to activate.