Critical Information Summaries

allsatphones Critical Information Summaries (CIS) contain detailed information about our personal products and services in plain language that is easy to understand.

They are provided here to help you make an informed choice when making a purchase. You may download a copy of the relevant CIS in PDF format to your computer.

Recharge Vouchers

   

 

Frequently Asked Questions

General

What is my phone number?
The phone number can be found on your TC Identification Card. If you have lost your card, please call Network Innovations on 1300 140 150 and we will be able to advise you of your phone number.

What are my call rates?
Call rates can differ between different services and plans. Please contact the Network Innovations Service Team (1300 140 150) for a rate schedule of your specific service.

What are my pre-paid burn rates?

Prepaid Burn Rates
Source Destination Units Per Min
GSPS Voice      BGAN/FBB/SBB/GSPS       1.30
GSPS Voice Cellular 1.30
GSPS Voice PSTN 1.30
GSPS Voice Globalstar Voice 8.00
GSPS Voice Inmarsat Aero 4.90
GSPS Voice Inmarsat B (voice) 3.40
GSPS Voice Inmarsat M (voice) 2.90
GSPS Voice Inmarsat Mini-M/GAN/Fleet/Swift (voice) 2.50
GSPS Voice Iridium voice 11.00
GSPS Voice Other MSS Systems 6.90
GSPS Voice Thuraya 5.00
GSPS SMS SMS 0.50

Why is it so expensive for landlines to call my satellite phone?
It can be quite expensive to call satellite phones using a landline services as local carriers charge international rates (or higher!). Network Innovations offers an option called Two-Stage Dialling for Iridium SIM Cards, which allows you to dial satellite phones via a local number. Please contact our Airtime department on 1300 140 150 for more information regarding Two-Stage Dialling and the benefits it can offer.

My phone is asking for a PUK code
"PUK" stands for "PIN Unlock Key". This usually occurs when you have entered an incorrect phone PIN three times. Please call Network Innovations on 1300 140 150 to obtain your PUK code.
*Check that you have administrator rights to receive this code
My terminal has stopped working or I can't connect
Please call our Airtime department on 1300 140 150 or email support.AU@Networkinv.com to ensure your service is still currently active. You will need to have on hand one of the following:
SIM Card Number
Customer Code
Customer Name
Invoice Number
If the results show that it is activated then it could be a hardware or other technical issue and we will put you through to our 24/7 Help Desk.

My terminal has stopped working or I can't connect
Please call the Network Innovations Airtime department on 1300 140 150 or email support.AU@networkinv.com to ensure your service is still currently active. You will need to have on hand one of the following:

If the results show that your SIM is active then it could be a hardware or technical issue and we will put you through to our 24/7 Help Desk.


IsatPhone General Questions

How do I obtain a GPS Signal so that I can start to use the IsatPhone Pro?
To make calls and when receiving calls from your IsatPhone, the satellite phone must be outside, turned on and the antenna properly deployed, unless it's in a dock with an external antenna.

Before using the IsatPhone in a new location you will need to obtain a GPS signal so that it knows your location. The phone must initially be held in an upright position for a GPS signal lock, which can take a few minutes – up to 10 minutes for first use. Once a GPS signal is found and the communication link to the satellite has been made "Ready for service" will be displayed on the screen.

How do I make a call from my IsatPhone Pro?
To make a call from your IsatPhone Pro dial:
00 + Country Code + Area Code (remove any leading "0") + Telephone Number
For example, for Network Innovations Australian number of 1300 140 150, dial 00 1300 140 150 (or +1300 140 150). For a mobile number of 0411 222 333, dial 00 61 411 222 333 (or +61 411 222 333).

How do people call my IsatPhone?
To make calls to your IsatPhone dial:
International Dialling Code + IsatPhone Phone Number

For voice calls from anywhere in Australia to your IsatPhone dial 0011 + (IsatPhone Phone Number). The 870 is a unique IsatPhone  "country code" that is always the same regardless of your location. The calling party pays for calls routed to your IsatPhone.

TIP: Your IsatPhone works well through the Bluetooth earpiece or on speaker phone, to allow the antenna to remain in optimum position. IsatPhone docks will extend your IsatPhone capabilities whether you're in a car, boat or remote office (see the Docks page for more information).

I am not receiving calls
If your antenna is not deployed and pointed in an upright position in a location where the handset has clear sky view of the satellite, you will not be able to receive calls. It is important that while the phone is in use, the antenna remains in an upright position to ensure a signal is always received when making and receiving calls.
If your IsatPhone is not on when someone has tried to call you, a SMS will be received and displayed when you next switch your IsatPhone on.

How do I test my IsatPhone Pro to make sure it's working?
To test your IsatPhone dial 00 870 776 999 999 (or +870 776 999 999). This is a free call.
This number will enable you to test your phone for connectivity and faults: if your call is successful you will hear a recorded message informing you of this.

Sending a Free Text Message to your IsatPhone Pro
You can send a free text message to your IsatPhone from one of the following web sites:
www.allsatphones.com

Click on the icon that says "Send a free text message to an IsatPhone".
Type in the IsatPhone Voice number or email address.
Insert text up to 160 characters
Press Send

How do I activate my Voice Mail service?
Activating your Voicemail service is a free service provided by Inmarsat. To set up your voice mail:
Press the square centre menu button above the numeric keypad.
Go to Contacts
Select Voice Mail Number
Select Number > options > call
A voice mail service will ask you for what language you wish to have the Voice mail in.

Voice mail service will ask you to enter a 4 digit pin code then the # key. Select and enter a code you will remember.

Voice mail service will ask if you wish to record a greeting. Select 1 for a greeting.

Once your greeting is confirmed, your voicemail is setup and ready to use.

How do I access Voice Mail?
The voicemail icon will be shown on the display screen and in the Info menu if you have new voice messages. To listen to messages, hold down the 1 key.  You may also dial the short code 570 followed by the green call key.

How do I send my GPS location to someone to let them know where I am?
First, make sure the GPS fix you are going to send is current.  From the Menu, select GPS Position > Options > Send GPS location > Send > Text Message or Email Message and enter the recipient's address information in the "To" field.  Press Send.

Can I dial 1300 numbers from my IsatPhone?
The IsatPhone is a global satellite phone that uses the international Inmarsat prefix of 870. To dial a 1300 or 1800 number within Australia, you must dial 00 61 1300 xxx xxx (or +61 1300 xxx xxx).


IsatPhone Prepaid

How do I check my Prepaid Balance on my IsatPhone?
To check your balance on your prepaid SIM Card, please ensure that you are outside and your phone is registered to the network. From the Main Screen, from the main calling screen enter the balance enquiry code (*106#) and press the green call key. Your current balance and expiry date of that call credit will be shown on the screen.
You can also get your balance via the phone menu:
Select Menu
Select Setting
Select "Prepay
Select Balance Enquiry
Your current balance and expiry date will be shown on the screen.

Also, you can check you balance and expiry by either:
1. From your IsatPhone dialling 591# (please ensure you are outside and connected to a satellite before attempting this)
2. From a landline or mobile dialling +870772000591 (0011870772000591). Please check with your telecommunications provider what their charge for a call to satellite service is as Allsatphones, Network Innovations & Inmarsat are not responsible for this charge.

How do I redeem a Prepaid Voucher which has been sent to me?
Firstly, please ensure that you are outside and your phone is registered to the network.
From the main screen enter the top-up code:
*101* Voucher Number # (example *101*1234567890123456#
and then press the green key.
Your new balance will be shown on the screen.

Also, you can redeem a voucher you have purchased either by:
1. From your IsatPhone dialling 591# (please ensure you are outside and connected to a satellite before attempting this)
2. From a landline or mobile dialling +870772000591 (0011870772000591). Please check with your telecommunications provider what their charge for a call to satellite service is as Allsatphones, Network Innovations & Inmarsat are not responsible for this charge.

How do I purchase extra Prepaid Units for my phone?
To purchase Pre-Paid Units you can do one of the following,
Clicking on the Shop link on the allsatphones website and purchasing a recharge voucher online

Once we receive your request, we will send you a prepaid voucher via email. When you need to increase your prepay credit simply enter the activation code into your phone following the instructions above.

Please note, if you run out of credit, you will not be able to make a call from your IsatPhone Prepaid SIM card.


Emergency Contact Numbers

The IsatPhone can now access the 000 emergency number. Customers need take no action other than to ensure their IsatPhone Pro is operating on the latest firmware, version 5.11.0 which was released earlier this year and supports this function.

Additionally, emergency contact numbers are listed below.

The IsatPhone can now access the 000 emergency number. Customers need take no action other than to ensure their phone is operating on the latest firmware – version 5.3.0, which was released earlier this year and supports the function.

Additional Emergency services numbers are listed below.

- See more at: http://www.tc.com.au/faqs.htm#sthash.FQhAiosg.dpuf

Rural Fire Service

NSW Rural Fire Service (HQ)
+61 2 8741 5555
VIC Rural Fire Service (HQ)
+61 3 9262 8444
SA Rural Fire Service (HQ)
+61 8 8463 4200
WA Rural Fire Service (Albany)
+61 8 9841 2122
WA Rural Fire Service (Bunbury)
+61 8 9721 4644
WA Rural Fire Service (Geraldton)
+61 8 9921 2222
WA Rural Fire Service (Kalgoorlie)
+61 8 9021 1044
   

Royal Flying Doctor Service

Central Operations: SA & NT
+61 8 8238 3333
NSW
+61 2 8259 8100
South East NSW
+61 8 8080 3737
QLD                    
+61 7 3860 1100
WA                    
+61 8 9417 6300
   

National Parks and Wildlife

NSW
+61 2 9995 5550
VIC
+61 3 8627 4699
SA
+61 8 8336 0926
WA - Marine Emergencies
+61 8 9483 6462
WA- Fire Calls                
+61 8 9219 8000
   

Road Side Assistance

NRMA (NSW, ACT, QLD & TAS)
+61 2 9848 5201
RAC WA (Kalgoorlie)
+61 8 9051 5680
RAC WA (Geraldton)
+61 8 9950 0580
RAA SA (General Enquiries)
+61 8 8202 4600
AANT (General Enquiries)
+61 8 8925 5901