telstra pre-paid welcome · pdf filecharges apply for 3g and next ®g customers when...

TELSTRA PRE-PAIDWELCOME GUIDE

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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

LET’S GET THIS SHOW ON THE ROAD

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WHERE TOSTART

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

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TELSTRA PRE-PAIDMOBILE PHONE

05 Let’s get started06 Managing your Pre-Paid service

08 There are heaps of ways to recharge

11 Browsing the mobile internet on your mobile phone

13 Get social14 Watch Mobile Foxtel 15 Set up MessageBank®

16 International calls and roaming19 Problem solving

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LET’S GETSTARTED

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 12 58887 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 12 58887.

If you are calling from a non-Telstra phone and cannot connect on this number, call 132 200 and when prompted say ‘Pre-Paid’.

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MANAGING YOUR PRE-PAID SERVICE

Here are some things you can do with My Account on your mobile phone or online:

•Checkyourbalanceandcreditexpiry

•Recharge

•Checkyourcall,text,picture,video,dataandrechargehistory

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.

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VIA #100#Dial #100# and ‘send’ from your Telstra Pre-Paid mobile phone. This service is free to use.

Call 12 58888Call 12 58888 from your Telstra Pre-Paid mobile phone. This number is free to call.

ACCESS MY ACCOUNT ONLINE1. 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

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THERE ARE HEAPS OF WAYS TO RECHARGE

CREDIT AND DEBIT CARDSFrom your Telstra Pre-Paid Mobile Phone:•Call12 58888•Dial#100#•FromyourmenuoptionsclickontheBigPond® icon, then

the My tab on your compatible mobile phone

•TelstraSMSRecharge® – Register your payment details andsimplysendusanSMStorecharge

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 anSMStorecharge.Whenyousaveyourdetailsyoumustchoose a secret PIN. To recharge, send the amount you wish to recharge (space) and your 4 digit PIN number to 12 58885. e.g.Send“30XXXX”torecharge$30,whereXXXXisyourPINnumber.

From your computer:•Gototelstra.com/recharge

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PAYPAL™From your Telstra Pre-Paid Mobile Phone:•Registeronlineattelstra.com/prepaid to link your PayPal™

account to your Pre-Paid service number

•Dial#100#•FromyourmenuoptionsclickontheBigPond® icon, then


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 (1507979) and your customer reference number is your 10 digit service number.

BPAY®isregisteredtoBPAYPtyLtdABN69079137518

When using BPAY®, recharge credit is usually applied one banking day after payment.

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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 VOUCHERFrom your Telstra Pre-Paid Mobile Phone:•Call12 58888•Dial#100#•FromyourmenuoptionsclickontheBigPond® icon, then


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BROWSING THE MOBILE INTERNET ON YOUR MOBILE PHONEYour 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 passwordwillbesentbySMStoyourmobilephone.

3. Enter the password into the web site and nominate the type of handset you have. Your new WAP settings will then besentbySMStoyourmobilephone.

4. Accept the WAP settings when prompted. You’ll now have access to the BigPond® Mobile portal and can start browsing.

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HOME TAB – UNMETEREDGo 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 chargesapplyfor3GandNextG® customers when browsing in Australia.

•News,SportandWeather

•Celebrity&Fashion

•Whereis® maps

•Citysearch®

•YellowPages®

•WhitePages®

•Tribe®

ForthelatestHOToffersyoucanalsovisit http://telstra.mobi/ on your compatible Next G® mobile phone.

Just so you know, there might be content or subscription charges.

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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.

GET SOCIAL

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SeemobileTVlikeyou’veneverseenitbefore.GetmobileFOXTELfromTelstraonyourcompatibleNextG® 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.

WATCH MOBILE FOXTEL ON YOUR MOBILE PHONE

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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:

•Dial101 (in Australia only)

•PresstheVoice Call button and follow the prompts

VIDEO MESSAGEBANK®

•Dial101 (in Australia only)

•PresstheVideo Call button

•Followthevisualandaudioprompts

You can select a fun greeting or record your own personal greeting.

YoucanalsoviewanintroductiontoyournewVideoMessageBank® service by pressing 88 from the main menu.

SET UP MESSAGEBANK®

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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. Differentratesapplytouseyourserviceoverseas.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 AUSTRALIAYou 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.

Forexample,ifyou’recallingtheUKwithaphonenumber of08701234567youwouldkey+448701234567.

INTERNATIONAL CALLS AND ROAMING

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CAN’T MAKE A CALLThere are a number of factors that could prevent you from making calls. Try these troubleshooting steps.

•Tryswitchingyourmobilephoneonandoff.Thisisknownas power cycling and refreshes the handset and network connection

•Ifthemobilephonedoesn’tturnon–checkthebatteryischarged

•Ifunsure,trychargingthemobilephonewiththesupplied cable. If the battery is completely drained it may take a few minutes before the mobile phone can be switched on

PREMIUM SERVICESPremiumServicesareinformationandentertainmentservicesthatarepurchasedviaSMS,bymakingaphonecall(e.g.19xxnumbers),sendingatext(e.g.PremiumSMS19xx numbers, request via #100#andSMSrequeststo176), 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.

PROBLEM SOLVING

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To stop receiving these services you will need to reply to each message with the opt-out instructions specified by thePremiumServiceprovider.Ifthisdoesnotworkortheyhave not specified opt-out instructions, try sending a reply textmessagewiththewords‘STOP’or‘UNSUBSCRIBE’.Youshould 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 SERVICESYou 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 12 58880 or go to: telstra.com.au/barpremiumsms

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HAVING TROUBLE GETTING ONLINEAs with making a call, there are a number of factors that could prevent you from connecting to the internet. Try these troubleshooting steps.

•HaveyoucheckedandchangedthenetworkAPNsettings? Turn to page 11 ‘Browsing the mobile internet on your mobile phone’ for information

•Areyouwithinacoveragearea?Thiswillbedisplayedasa series of bars

•Doyouhaveanybalanceinyouraccount?Ifnot,recharge. Turntopage08‘Thereareheapsofwaystorecharge’ for more information

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TELSTRA PRE-PAIDTABLET DEVICE

21 Let’s get started22 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

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LET’S GETSTARTED

1. Check that your tablet device is suitable for use on the Telstra Next G® network(850MHzfrequency).Refertothemanufacturer’s information for details.


3. Call 12 58887 to activate.


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Here are some things you can do with My Account online:


•Recharge

ACCESS MY ACCOUNT ONLINE1. 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.


Note: If your browser redirects to the mobile version of this portal, you will need to go to the MytabSection.

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CREDIT AND DEBIT CARDSFrom your Telstra Pre-Paid Tablet Device:•Onlinevisitmyprepaid.telstra.com/mbb

•FromyourMyAccounticononyourscreen

PAYPAL™•GotoMyAccountorvisitmyprepaid.telstra.com/mbb

BPAY® Via phone or internet bankingTelstra Pre-Paid biller code (1507979) and your customer reference number is your 10 digit service number.



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RECHARGE VOUCHER•Onlinevisitmyprepaid.telstra.com/mbb

•FromyourMyAccounticononyourscreen

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BROWSING THE INTERNET ON YOUR TABLET DEVICE

1. Change the APN to telstra.internet

2. If prompted, accept the changes to settings.

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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. Differentratesapplytouseyourserviceoverseas.Forafulllist 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

INTERNATIONAL CALLS AND ROAMING

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PROBLEM SOLVING

HAVING TROUBLE GETTING ONLINEThere are a number of factors that could prevent you from connecting to the internet. Try these troubleshooting steps.

•HaveyoucheckedandchangedthenetworkAPNsettings? Turn to page 25, ‘Browsing the internet on your tablet device’ for more information

•Areyouwithinacoveragearea?Yourscreenshould display signal strength. As with a mobile phone, this will be displayed as a series of bars

•Doyouhaveanybalanceinyouraccount?Ifnot,recharge. Turntopage23,‘Thereareheapsofwaystorecharge’for more information

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TELSTRA PRE-PAIDMOBILE BROADBAND DEVICE29 Let’s get started30 Managing your Pre-Paid service

31 There are heaps of ways to recharge33 Browsing the internet on your mobile broadband device

34 International roaming

35 Problem solving

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LET’S GETSTARTED

1.CheckthatyourUSBmodemormobileWi-Fideviceis suitable for use on the Telstra Next G® network(850MHzfrequency). Refer to the manufacturer’s information for details.


3. Call 12 58887 to activate.


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Here are some things you can do with My Account online:


•Recharge

•Checkyourdataandrechargehistory

ACCESS MY ACCOUNT ONLINE1. 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.


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CREDIT AND DEBIT CARDS•Onlinevisitmyprepaid.telstra.com/mbb

•GotoMy Account main menu on your Connection Manager

PAYPAL™•GotoMy Account main menu on your Connection Manager

•Onlinevisitmyprepaid.telstra.com/mbb

BPAY® Via phone or internet bankingTelstra Pre-Paid biller code (1507979) and your customer reference number is your 10 digit service number.



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RECHARGE VOUCHER•GotoMy Account main menu on your Connection Manager

•Onlinevisitmyprepaid.telstra.com/mbb

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BROWSING THE INTERNET ON YOUR MOBILE BROADBAND DEVICE1. Change the APN to telstra.internet

2. If prompted, accept the changes to settings.

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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. Differentratesapplytouseyourserviceoverseas.Forafulllist 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

INTERNATIONAL ROAMING

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PROBLEM SOLVING

HAVING TROUBLE GETTING ONLINEThere are a number of factors that could prevent you from connecting to the internet. Try these troubleshooting steps.

•HaveyoucheckedandchangedthenetworkAPNsettings? Turntopage33,‘Browsingtheinternetonyourmobile broadband device’ for information

•Areyouwithinacoveragearea?YourConnectionManager should display signal strength. As with a mobile phone, this will be displayed as a series of bars

•Doyouhaveanybalanceinyouraccount?Ifnot,recharge. Turntopage31,‘Thereareheapsofwaystorecharge’for more information

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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”)whichcanbefoundat: 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 SERVICE1.1 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, email 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 18yearsofage,youmusthavetheconsentofyourparentor a responsible adult to use this service.

TERMS AND CONDITIONS

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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 email address within 14 days of such change by calling us on 12 58880.

1.4 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“NetworkAccessPeriod”duringwhichyoucanusethe service features or other Telstra services, once registered. The date on which the Network Access Period endsisthe“CreditExpiryDate”.

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.DifferentrulesapplyifyouuseCreditMe2U®.

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

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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.

1.10 When you use the service, we will debit your account balance in accordance with the charges set out in our pricing brochure and OCT.

1.11 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.

1.12 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.

1.13 Due to system constraints, some charges (such as picturemessaging)maytakeupto48hourstoreachyourTelstra Pre-Paid account.

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2. UNLOCKING FEEIf 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 CARDYoumustcallusimmediatelyifyourSIMcardislost,stolenor damaged. You are responsible for all the charges on your service until you contact us.

4. CHANGING OUR CUSTOMER TERMSWe 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 30daysbeforethechange.Wewilltellyouaboutchangesby sending you a text message, email 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 relevantnewspapersummarisingthechange,3workingdays beforehand.

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5. CANCELLATION AND SUSPENSION5.1 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. RIGHTSWe use due care and skill whenever we provide you with a Telstra Pre-Paid service. There may also be other non-excludable 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.

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7. GENERAL7.1WhenyouusePremiumSMS,yourmobilephonenumber will be disclosed to us (including our employees, contractors and agents) and content providers to provide youwithcontentviaPremiumSMS.IfyouusePremiumSMSontheservice,wemayalsodiscloseinformationabout you (including information relating to the conduct of your account) for the purposes of advising the Australian SecuritiesandInvestmentCommissionofinformationabout complaints and transactions in respect of our customers’useofPremiumSMS.

7.2PleasereadourPrivacyStatement“ProtectingYourPrivacy”available at www.telstra.com.au/privacy/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 inaccordancewiththeTelstraPrivacyStatement.

8. TELSTRA FAIRPLAY POLICYOurFairPlaypolicyissetoutinOCT.It’sdesignedtomakesure 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 unreasonableorexcessiveuseofourFairPlayoffers. If you’ve purchased your mobile mainly for personal use

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anddon’tfollowtheFairPlaypolicywithin30daysofusasking you to, we can cancel or limit your right to use our FairPlayoffers,orwecancancelyourserviceconnectedwiththeFairPlayoffers.ForthefullFairPlaypolicy,seetelstra.com.au/customer-terms

9. COMPLAINTSWe aim to resolve all problems and complaints quickly and effectively. If you have any concerns, please visit a Telstra store or call us on 12 58880. 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”).TheTIOisanofficeoflastresortforcomplaintsabouttelephone 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®.

TheOfficeofFairTrading(orsimilar)inyourstateorterritory may also investigate complaints.

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™ and ® are trade marks and registered trade marks of TelstraCorporationLimitedABN33051775556.

TheFOXTELtrademarkisusedunderlicensefromFOXTELManagement Pty Limited.

Citysearch is a registered trademark of Citysearch Australia.

FacebookisaregisteredtrademarkofFacebook,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.

FOR MORE INFORMATION VISIT telstra.com/prepaid FOR MOBILES telstra.com.au/mobiletablets FOR TABLETStelstra.com/ppmbb FOR MOBILE BROADBAND DEVICES

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telstra pre-paid welcome · pdf filecharges apply for 3g and next ®g customers when...

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