How long does it take to provision a mobile service?
It takes only a matter of 2-3 hours. However, we need to post the SIM out to you, so this will take a day or two.
What is porting?
Porting (Mobile Number Portability) is the process of transferring your current mobile number from your current provider (Telstra / Optus) to AlphaCall without changing your existing number.
How long does the porting process take?
Normally 2 - 3 hours. If there are extenuating circumstances such as the port being rejected for some reason, they can take longer.
Who is the underlying carrier?
Vodafone.
Will my mobile bill be on my existing telephone bill?
Yes. If you have an existing fixed-line telephone service or Internet service with AlphaCall, calls from your mobile service will be itemized on the same bill.
What is the default PIN code?
0000.
How do I program my pin code?
As per your mobile phone manual.
What is PUK number?
Your PUK number is your personal unblocking key, which is printed on your SIM certificate, which you receive when you get connected. If you enter your PIN code incorrectly 3 times it will block your phone, you then require your PUK to unblock it.
My SIM is blocked and asking for PUK.
Please call us on 1300 730 703. We will need to supply you the PUK code in order for you to enter it in your phone. Then follow the steps below:
Enter 8 digit PUK number
Enter 4 digit new PIN of your choice
Repeat the PIN
I can't get my PIN number to change, why?
Follow the directions in your handbook or ring the company who supplied your handset
I am getting – ‘check operator services', how to solve this problem?
Go to option phone setup – select phone line as line 1 ( you might have wrongly selected line 2 instead of line 1).
What’s roaming?
Roaming means a subscriber of one mobile network visits the other mobile network & make / receive calls using the other mobile network to any place. Roaming ensures that your current mobile number remains same wherever you go. The same number connects you anywhere.
How do I access voicemail?
Dial 121.
How do I disable/enable voicemail?
To disable voicemail, dial 1210 and then press your call or send button on your handset. To enable again, simply dial 1211 and then press the call or send button
.
How do I set up voicemail?
Dial 1505 and follow the prompts.
How do I set up voicemail when going overseas?
You must have voicemail roaming activated (you will need to organize this with AlphaCall to have it activated before you leave the country).
When you are overseas, dial
+61414121121* then your 4digit pin code# then your mobile number#
If you do not remember your pin code, Vodafone can reset it to the default 0000. Then to pick up your messages do:
0414121121 when the recording prompts to put in the security code, you should enter 3333#, then your mobile number#, and then you will get a message saying that customer care has reset the security code and you will be prompted to put in a new security code of your choice.
Does AlphaCall offer international roaming?
Yes. However, you may be asked to provide a deposit before going overseas.
How do I save my phone book to a new SIM?
If saved on the SIM you will have to copy the phone book to the phone then copy back to the new SIM after it has been activated (directions in your manual).
How do I put on diversions?
As per your handset (or ring AlphaCall and we will organise it for you)
Standard diversions are No answer, busy and unreachable.
How do I take off diversions?
Cancel all diversion as per your handset (you can ring AlphaCall and ask us to do this if you are having trouble).
Can I port a mobile number from a CDMA phone?
You can port the CDMA number however you will need a new handset to be able to insert the SIM card as CDMA do not require SIMs.
Can I port a pre-paid number and still access the old SIM with unused credit?
No. Once the port is done, you will not be able to use the old SIM. The new SIM you receive from us is linked to your ported number. We suggest you use your credit up before porting to us (if you don't want to waste money).
Can I have two numbers in the same name or account?
Yes.
Can I transfer my phone book to another phone and SIM card?
Yes.
When porting, how do I know when my new SIM is ready for service?
Your old SIM will lose service at some stage of the port process. You should know then to simply insert the new SIM and it should be ready.
When I put the SIM in, the phone says INVALID SIM; INSERT THE CORRECT SIM; PHONE LOCKED?
This means that you have a SIM locked phone and will have to go to your previous carrier to obtain the unlock code.
How do I find out my old carrier’s account number if I don’t have the bill?
You will need to ring your previous carrier and ask.
How soon after connection can I make calls?
Immediately. In some cases you may need to turn the phone off and on to reset.
What is Pre-Paid?
You have paid for your call usage in advance and don’t receive monthly bills.
What is Post-Paid?
You pay for your call usage in arrears and receive a monthly bill.
Why do you need my date of birth on the application form?
If you have a pre-paid existing mobile service, the DOB is required for porting. This MUST be the DOB that was used when the prepaid was taken out.
Why do you need my existing account number on the application form?
This is required if your existing account is post-paid. You will be able to find this on your bill.
What is AlphaCall’s coverage?
Wherever Vodafone has coverage. There are coverage maps on the Vodafone site www.vodafone.com.au
How do I know GPRS is enabled?
Some phones have GPRS capabilities. This means you can do things like take send and receive emails, download files and access the internet. Call AlphaCall on 1300 730 703 and we will enable this feature. You will then need to call Vodafone on 1300 30 10 30.
What they do is email your handset 2 email messages. You must save these in order as they arrive. Then you need to turn your phone off and on and then send an email or a picture to make sure it works.
This is all explained to you when you ring Vodafone (you can also do it via the Vodafone web site www.vodafone.com.au)
FAQ