| 1. |
Can I extend the ring time of my mobile phone before it diverts to Message Bank? |
| |
Yes. The maximum ring time is 30 seconds. |
| |
|
| 2. |
I have listened to all my voice messages - why can I still see the envelope on my phone's screen? |
| |
You may have text messages (SMS) on your phone. To read and delete them see your phone manual. |
| |
|
| 3. |
My mobile phone is blocked, how do I unblock it? |
| |
You may have entered an incorrect PIN. Contact 1300 786 192 for the unlocking code.
Note: repeated attempts to unblock a blocked SIM card with an incorrect code will destroy the SIM card and
may incur a fee of $15 for replacement. |
| |
|
| 4. |
How does Mobile Number Portability (MNP) work? |
| |
If you currently have a mobile telephone service and wish to switch to Trinity Telecom. You can now do so
and bring your existing mobile number with you by using a process called 'porting'. |
| |
|
| 5. |
How do I port my number to Trinity Telecom Mobile? |
| |
To port your number to Trinity Telecom Mobile, you will need to provide details of your mobile service to us
and confirm that you are the subscriber of the mobile service. You will need to do this on the Trinity Telecom
Application form. |
| |
|
| 6. |
If I decide to port to Trinity Telecom Mobile, do I have to replace my SIM card? |
| |
If you have a GSM mobile phone and are porting to Trinity Telecom Mobile's GSM network, you will need a
new SIM card. Trinity Telecom will provide you with a new SIM as part of the activation of your service. |
| |
|
| 7. |
If I decide to port to Trinity Telecom, do I have to purchase a new handset? |
| |
No - you can bring your existing handset to Trinity Telecom and keep your current number if you have an
existing GSM handset. |
| |
|
| 8. |
I'm on a handset contract can I port my number to Trinity Telecom? |
| |
Yes you can. Being under a handset contract to a service provider is not a barrier to porting, although normal
contractual obligations will apply (for example, you may have to pay an early termination charge to your
existing mobile service provider). Confirm your existing contractual obligations with your mobile service
provider before you port to Trinity Telecom. |
| |
|
| 9. |
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. |
| |
|
| 10. |
What will happen to my "extra services" with my current mobile service provider if I port my
number? |
| |
Your extra services with your current mobile service provider will not port with your mobile number. It is the
mobile number that is ported, not your service. Customers who have switched service provider and ported
their number to Trinity Telecom will need to re-establish their mailboxes and record their greeting again. |
| |
|
| 11. |
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 carrier. Outgoing calls can still be made during this time. If you have a GSM phone the
SIM card used to successfully make calls will determine which carrier bills for the calls. |
| |
|
| 12. |
Do I get charged if the message that I sent was not actually received on the mobile handset? |
| |
Yes. The cost for using SMS is per message per intended recipient, irrespective of whether the message
actually reaches the handset. If the handset is switched off, or out of range, there is a possibility that the
message will not reach the handset. We will continue to attempt to deliver the message for up to seven days,
after which the retry attempts will cease. You will only be charged once, no matter how many attempts are
made to send your message. |
| |
|
| 13. |
Can I use MSN Mobile Messenger and Mobile Hotmail if I am travelling overseas? |
| |
Yes, you can use MSN Mobile Messenger and Mobile Hotmail if you are roaming on an overseas network
that supports the delivery of SMS messages provided that you have not changed your SMSC Service Centre
setting as originally set on your SIM Card by Trinity Telecom when you become a Trinity Telecom mobile
customer. Unfortunately, the delivery of SMS messages cannot be guaranteed by Trinity Telecom under
these circumstances. |
| |
|
| 14. |
Why do I need to be activated for GPRS to use MMS? |
| |
As MMS is sent using the GPRS network, you are required to have GPRS activated on your service. There is
no additional charge for having GPRS activated to use MMS; however standard GPRS charges apply when
using WAP service |
| |
|
| 15. |
Can I send and receive Picture Messaging (MMS) whilst overseas? |
| |
Yes, but only if your GSM service has been activated for international roaming, Picture Messaging (MMS),
and you are roaming with one of our roaming partners throughout the world that have been enabled for MMS
roaming. |
| |
|
| 16. |
Will I be charged for GPRS or WAP usage when sending or receiving MMS picture messages? |
| |
No, you will only be charged 75c to send MMS messages (per recipient). No additional network charges will
apply. |
| |
|
| 17. |
Where can I send MMS picture messages? |
| |
Trinity Telecom mobile MMS messages can be sent to other MMS compatible phones and to any email
address worldwide. You can also send picture messages to friends and family who do not have a MMS
capable phone. These recipients will receive an SMS text message advising them of how they can view the
picture message on the telstra.com web site. MMS picture messages will be available on the web site for up
to 14 days, after which time they will be automatically deleted. |
| |
|
| 18. |
Can I save MMS picture messages on my handset? |
| |
Yes, MMS capable handsets will be able to store picture messages. The maximum number of MMS
messages and pictures that can be stored will vary, depending on the capabilities of the MMS handset and
the size of the MMS messages. |
| |
|
| 19. |
Can I hide my mobile number when sending an MMS? |
| |
No, the mobile number of the sender cannot be blocked or hidden when sending an MMS. |
| |
|
| 20. |
What is International Roaming? |
| |
International Roaming is the means by which you can use your Trinity Telecom Mobile digital GSM mobile
SIM overseas in countries where Telstra Mobile has Roaming Agreements. Your Trinity Telecom mobile
phone number remains the same so friends, family and colleagues here or overseas simply call you as if you
were in Australia. |
| |
|
| 21. |
What is the cost of International Roaming? |
| |
All call charges are billed directly to your mobile account in Australian dollars. You are charged for both
making calls and receiving calls when you are roaming overseas. |
| |
|
| 22. |
How much does it cost to send a SMS overseas? |
| |
SMS originating in Australia (regardless of destination, are charged at the applicable rate per message sent.
If your message is successfully sent but not received, the charge will still apply. Please be aware that Trinity
Telecom cannot guarantee the delivery of SMS. The reason is that in some cases where an SMS message
is sent to an international destination, the overseas mobile carrier may not deliver these messages to their
subscriber base. Trinity Telecom mobile customers will be charged for each SMS message they send
overseas regardless of whether the SMS messages are received by the overseas subscriber. |
| |
|
| 23. |
My friend is roaming overseas, I call him and he answers my call. What do I get charged? |
| |
The normal cost of a call to a mobile phone in Australia as per your rate plan. |
| |
|
| 24. |
What does my friend get charged when I call him overseas? |
| |
The International rate to call the destination country (excluding GST), & the connection fee (some
international carriers charge for incoming calls in addition to the International charge. Check the country in
the Mobile International Database). |
| |
|
| 25. |
I am roaming overseas and make a call back to Australia. What do I get charged? |
| |
The Auto Roam rate to call Australia as charged by the carrier that you are using overseas. |
| |
|
| 26. |
If my friend is out of range overseas and I call him and he has set a (A Conditional)
diversion to his voicemail, what do I get charged? |
| |
The normal cost of calling a mobile phone in Australia as per your rate plan. |
| |
|
| 27. |
What does my friend get charged when I leave a Voicemail while he is roaming? |
| |
The International rate (plus Flag fall) to call the destination country (excluding GST) and the additional
incoming charge (where applies). Bob also pays the Auto roam rate to call Australia, as charged by the
carrier that Bob is with overseas. If Bob had an unconditional Diversion set to voicemail (all calls Diverting to
voicemail), my call would go directly to Bob's voicemail. Bob would only be charged the standard voicemail
diversion costs. The cost of retrieving this voicemail message would be the auto roam rate to call Australia
charged by the carrier Bob is using overseas. |
| |
|
| 28. |
If I am already roaming overseas and make a call to another country apart from Australia, what
does this cost? |
| |
You will be charged for the cost of an international call by the carrier that you're roaming on. These prices
vary and Trinity Telecom cannot give up to date pricing. If you wish to find out this pricing, it is best to get in
touch with the carrier you will be roaming on overseas. |
| |
|
| 29. |
I went roaming last month and I still have not received billing for the calls I made overseas. |
| |
Roaming calls take longer to process through to your bill as Optus needs to gain information from the
overseas carrier. Optus can backdate charges for calls made up to six months previous; however roaming
customers should receive their bills around about the second month after they return. |
| |
|
| 30. |
When is the CLI captured for Voicemail Call Recall? Is it as soon as the call is connected or as
soon as the greeting starts? |
| |
It is as soon as the call is connected into the voicemail system (as this is a quick process it would be almost
at the same time as the greeting starts). |
| |
|
| 31. |
What are the charges for Wake-Up/Reminder calls? How are they shown on the bill? |
| |
Wake Up calls are billed as standard mobile call on your mobile billing based on the distance between your
home zone and Wake Up destination number. |
| |
|
| 32. |
What is the advantage of activating a PIN? |
| |
For speed of service, as there is no need to answer ID questions every time you call. |
| |
|
| 33. |
What do I do if I have forgotten my PIN? |
| |
You can call and speak to a Customer Services Representative, at any time, who will identify you via four
forms of ID and then tell you your PIN if it is determined that you are the account holder.
Note: PIN information can only be released if there is sufficient alternate information to perform a 4-point ID
check. Therefore, if a third party calls & there are no personal details on the account indicating they have
access to the account, the caller will be advised that the PIN can only be released to the account holder. |
| |
|
| 34. |
Who do I call if I have lost my PIN? |
| |
Call Trinity Telecom Customer Service and we can change your PIN at any time. |
| |
|
| 35. |
Can anyone else use my PIN? |
| |
Yes, if you decide to give it to them. They will then have all access to change and obtain information on your
account as you would. |
| |
|
| |
|
