Mobile Phone Service

Understanding e.Mobile and Good Mobile

Understanding Premium Text

Premium Text
Premium Services are advertised in all types of media, including Television, Radio, Print and on the Internet (both on your PC and on the Mobile Internet). Generally to opt in for a Premium Service you will need to dial a Premium Number, SMS a Keyword to a Premium "19" Shortcode, or sometimes online you can enter your mobile number into a field and so opt in to purchase a service or piece of content.

Premium Voice Services include psychic and horoscope hotlines, dating and chat hotlines, exam result hotlines and many more.

Premium SMS Services include ringtones, games, wallpapers, text & win competitions, SMS Voting for TV reality shows and many more.

Cost
The cost of Premium Services varies from provider to provider, depending on the kind of content you are looking to purchase, so it is very important to look at the cost and pricing model you are signing up for. You could be charged anywhere between 55 cents and $6.60 per message plus these charges can often be part of an ongoing subscription

To Stop Premium Text
Reply to the premium text number with the word "STOP". If this unsubscribe attempt is successful, you will generally receive a confirmation SMS advising you of this. If you’re receiving messages from more than one Premium SMS Service (from different "19" shortcodes), you’ll need to reply back with ‘STOP’ to each different "19" shortcode. For details of your PTXT provider and cost, you can go to PTXT finder online provided by Vodafone.

Customer claim
If you have never signed up for any PTXT, but started to receive PTXT contents and charges on your mobile phone, please download this claim form. Fill up this form, sign it and send back to us via Fax at (02) 9280 1881. We will process your claim to Vodafone/Optus directly for further investigation. If your claim is invalid, you are responsible to pay all the costs.

Relative Link to Vodafone:
•Premium TXT Finder

Lost SIM & SIM Replacement

Do not panic

The first thing to do, try calling your number using other number. Hopefully someone found your mobile and return it to you.

After you are 100% sure that your mobile can no longer be retrieved, contact us right away at 1300 38 35 88, provide your details such us your mobile number or account number. Our operator will add stolen barring to your SIM so that your stolen mobile number can no longer be used by unwanted person.

SIM Replacement and SIM Swap
You need to purchase a new SIM card to replace your missing SIM. It will cost $25 for new SIM.

Once you received the replacement SIM, please contact us and request SIM swap. This process should not take too long and your service will be back in no time.

Mobile Service Activation Procedure

In order to use e.Mobile or Good Mobile service, you need to obtain either e.Mobile or Good Mobile SIM card from our nearest dealer shops or by contacting us directly. Once you have obtained your new e.Mobile/Good Mobile SIM card, you need to contact us on 1800 733 888 to activate it.

If you are applying for a new number from E.Tel, it will take around 1 hour to activate your service. If you are keeping your existing number (i.e. you are porting your mobile number from your current mobile provider), please keep the old SIM card in your handset and allow us 24 hours to activate your new e.Mobile SIM card. As soon as the old SIM card stops working (does not allow you to make and/or receive calls), please switch to the new e.Mobile SIM card and you can immediately start to use our service.

Voicemail Service

e.MOBILE

Voicemail is automatically activated by default regardless of whether or not you had it activated with your previous provider. Dial 121 from your handset to access your voicemail, and to deactivate voicemail service simply dial ##002# from your handset. Alternatively, you can choose when to divert your calls to voicemail by the following options:
- Dial 1211 to divert calls on no answer, busy, or unreachable
- Dial 1212 to divert all calls to voicemail
- Dial 1213 to cancel all calls being diverted

Note:
With voicemail service activated, you will only be charged when someone enters your voicemail and when you retrieve your voicemail, there is no monthly fee for this service. For details of the charges please refer to the service fees and charges for your plan.

Call Forwarding Service
Call forwarding service allows you to divert calls made to your mobile to another phone or mobile number of your choice.
You may wish to set your calls to be forwarded under the following situations:
Forward calls to my mobile when… Forwarding Code
All calls
When engaged
No answer
Switched off or out of coverage 21
67
61
62

To activate this service dial the following sequence of code from your handset,
**(Forwarding Code – See Above)*(Area Code + Phone Number) #
e.g. to forward all calls to 02 98765432 in Sydney, simply dial **21*0298765432# from the handset.
To check your forwarding status, dial the following from your handset,
*# (Forwarding Code – See Above) #
To deactivate call forwarding service, dial from your handset,
## (Forwarding Code – See Above) #
To deactivate ALL call forwarding, dial ##002# from your handset.

PIN and PUK

Your PIN (Personal Identification Number) is used to protect unauthorised use of your SIM card. When enabled on your phone, you will be required to enter this 4-digit PIN number whenever it is switched on.

If the PIN code is entered 3 consecutive times incorrectly, your SIM will become or blocked. In order to unlock your SIM, you will need to enter a correct PUK number (8-digit numbers).

PUK (Personal Unblocking Key) number is unique for each SIM. If you entered the PUK code incorrectly 3 times or more the SIM card will be PUK-ed and need to be replaced. This is a security measure to protect your service.

You may contact us for your PIN number and your PUK code by providing your mobile number service and your SIM card number. However, please note that the standard security procedures will be conducted, where questions are asked about personal information previously provided for identity confirmation.

Recharge Step-by-Step

For prepay account you may recharge by credit card or voucher or online. You can also call us for friendly assistance.

Troubleshooting your SIM card

If your SIM card is working properly, your handset will show "Mobile" or "Optus" on the screen.

Whenever you cannot use the mobile service, there are few things to test.

1.Check whether you insert the SIM correctly into the handset. Switch of your handset, take SIM out for few minutes and put it back it then restart your handset. This will have to do soft-reset. In normal case, the SIM card will try to locate E.Tel Vodafone/Optus network automatically. On very few occassion, you may need to find and set the network manually on your handset.

2.Make sure that your handset is not locked to previous carrier. The error message varies. Some handsets may show "SIM unregistered" when the handset itself is actually locked.

3.Test it on three different handsets and check if you can get any service.

4.Try visiting one of our dealer for them to troubleshoot for you.

5. Try dialing your number from other mobile number/fixed phone number. See if there is error message. Report this to us.

Mobile Service Cancellation

When cancelling your service, you need to be aware of the condition as written under terms & conditions. Unless your account is prepay account, depending on your plan, there could be cancellation fee if you cancel service within the contract term.

Once you are sure, you must decide whether you like to keep your number or you wanted to disconnect the service completely.

Disconnection

If you are requesting to disconnect a service, you will no longer be able to use the mobile number in the future. If you like to transfer (porting out) the number to other carrier, please inform us beforehand. You need to send us a written notice, which inform us exactly whether you like to disconnect or port out.

Download the cancellation form here.

Porting Out

Customer needs to fill in cancellation form on www.etel.com.au/support/cancellation form. After we have received it, confirm with customer as many change their minds. Then pass it to operator to key in end date of the service

If the customer did not port out before the end date even though they sent us the cancellation form, monthly fees with continue to be charged. The service will cease as soon as the customer ports to another company.

Sending and receiving SMS

By default, your mobile service should allow for sending and receiving of SMS. There are few occassions when you have to type into the setting manually. Make sure the SMS Service center address on your handset is set to +61415011501 for e.mobile.

The process of setting up message center may vary depending on your handset so please check your handset manual as well.