Support

1.1 How do I activate my Sim Card?

1.2 Where do I find information on call charges?

View our amazing rates at www.tpg.com.au/business-mobile.

1.3. How am I billed for my mobile service?

TPG's Mobile Service is provided on prepaid basis. TPG will debit your bank account/credit card for the following initial charges during the registration process.

• Equipment (if you purchase mobile handset and ADSL modem)
• Delivery of handset and ADSL modem (if not collected from TPG 65 Waterloo Rd, North Ryde NSW 2113)
• Broadband Setup (when you bundle Mobile with a TPG Broadband plan)
• SIM charge
• First month's monthly charge
• $20 that is kept as a Security Deposit and used to pay for any excluded or excess usage outside your cap (for Business Mobility and Cap plans) or all usage (for Pay As You Go plans). Excluded or excess usage means any calls, text or data that go either above your Cap Value or are not included in your Cap Value. Once your deposit goes below $5, we will debit a sufficient amount from your bank account/credit card to top it back again to $20. If your usage is high, this can occur more than once per month and more than $20 might need to be debited. You authorise to make such debits to your account/credit card. If you do not exceed your Cap and do not incur any charges that are excluded from your Cap Value, your deposit will not ever be debited. We will send you SMS messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your deposit are unsuccessful. Any unused Security Deposit will be refunded back to you once you cancel the service.

Each month thereafter, you will be charged 7 days prior to the end of the monthly period for the following month's monthly charge.

1.4. Does TPG offer its own range of phones?

Yes! We have a fantastic range of phones which can be viewed at www.tpg.com.au/business-mobile

1.5. Can I bring my own phone?

Of course! Although, you may be required to unlock it from your previous mobile phone provider.

1.6. How is TPG's mobile coverage?

TPG's Mobile service is delivered to you via the Optus Network. Our entire mobile network currently covers over 96% of the Australian population.

1.7. What is 3G?

3G is the third generation of wireless technologies. 3G is used as a means to connect the mobile phone to the Internet in order to make voice and video calls, to download and upload data and surf the net.

1.8. Can I use TPG Mobile Broadband overseas?

No. The TPG Mobile Broadband service is only available to customers within Australia via the TPG 3G or Dual Band networks (delivered on Optus networks).

1.9. How to turn on 3G on my handset?

Instruction varies according to handset. We recommend you consult with the user manual of the handset for information.

1.10. What will happen if my phone is not a 3G phone or I am outside the 3G coverage areas?

Unfortunately, you will be limited to GPRS/2G speeds (slower speeds) when accessing the internet from your mobile which is similar to the days of dial up internet - not very fast!

1.11. How do I activate my voicemail? And how much does it cost?

For your convenience, your voicemail is automatically activated when you connect to our mobile network! Want to record a personalized greeting? Just call 321 and follow the prompts. Setting up the Voicemail (record personal greeting) is charged according to the Voicemail Retrieval rates within your call plan.

To retrieve your voicemail, dial 321.

Please note that calling 321 is charged as voicemail retrieval ($0.29 Per 30 Seconds) regardless of whether voicemail is activated or not. Voicemail (deposit & retrieval) is Unlimited for the Business Mobility Plans.

You can check our voicemail charges at www.tpg.com.au/business-mobile. Although, voicemail charges are included in your monthly cap.

1.12. How do I check my usage and monthly statement?

If you want to see how much credit you've used up so far in the month, and how many call credits you have left, simply go to "Your Account" at www.tpg.com.au . At "Your Account" you can also see your monthly statement. We will also email your billing information, usage information, etc to you.

1.13. I wish to send an Audio/Voice SMS from my handset. How would I be charged?

Audio/Voice SMS is charged as standard MMS. Please view our call rates here http://www.tpg.com.au/business-mobile/callrates.php.

1.14. Which countries and overseas networks can I send international SMS to?

The table below shows the available countries and overseas networks you can send SMS to.

Country	Country Code	Network
Argentina	54	Telecom Personal
Austria	43	Connect.One
		Tele.Ring
		T-Mobile
		Mobilkom
Azerbaijan	994	Bakcell
Bahrain	973	Batelco
Belgium	32	Belgacom
		Mobistar
Bermuda	1441	Telecom Bermuda
Bolivia	591	Entel
Bosnia Herzegovena	387	BH Telecom
Bulgaria	359	Mobiltel
Cambodia	855	CamGSM
Canada	1	Microcell
		Rogers Wireless
		Telus Mobility
		Bell Wireless
Chile	56	Entel Movil
China	86	China Mobile
Croatia	385	HT Mobile
		VIPnet
Cyprus	357	CYTA*
Czech Republic	420	Cesky Mobile
		Eurotel Praha
		T-Mobile
Columbia	57
Denmark	45	Orange (Mobilix)
		Sonofon
		TDC Mobil
		Telia
East Timor	670	Timor Telecom
Egypt	20	Vodafone
Estonia	372	EMT
Fiji	679	Vodafone
Finland	358	Radiolinja
		Sonera
France	33	Orange France
		SFR*
Georgia	995	Geocell
		Magticom
Germany	49	Vodafone D2
		T-Mobile
Gibraltar	350	Gibtel
Greece	30	TIM
		Vodafone
		Cosmote
Guernsey	44	Cable & Wireless
Hong Kong	852	Smartone
		HK CSL
		Hutchison
		New World
		Peoples
		Sunday (Mandarin)
Hungary	36	Pannon GSM
		Westel
Iceland	354	Landsimminn
		Og Vodafone
India	91	Airtel
		Orange
		BPL Mobile
		Spice Telecom
		Aircel
		Fascel
Indonesia	62	Telkomsel
		Satelindo
		Excelcomindo
Ireland	353	Vodafone
		O2
		Meteor
Isle of Man	44	Manx Telecom
Israel	972	Orange
Italy	39	TIM
		Vodafone
		Wind
Jamaica	1876	Digicel
Japan	81	NTDOCOMO
Jersey	44	Jersey Telecom
Kazakhstan	7	K'Cell
Kenya	254	Safari Com
Kuwait	965	Wataniya
Laos	856	Millicom
Latvia	371	Tele2
		LMT
Lebanon	961	Libancell
		FTML
Liechtenstein	423	Mobilkom
Lithuania	370	Omnitel
		Bite GSM
Luxembourg	352	P&T
Macau	853	CTM
		Hutchison
Macedonia	389	Mobimak
Malaysia	60	Celcom
		Maxis
		DiGi
		TimeCel
Malta	356	Vodafone
		Go Mobile
Maldives	960	Dhiraagu
Monaco	377	SFR*
Netherlands	31	KPN
		O2
		Vodafone Libertel
New Zealand	64	Vodafone
		Telecom NZ
Nigeria	234	MTN
Norway	47	Telenor, Netcom
		Netcom
Pakistan	92	Mobilink
Panama	507	Cable & Wireless
Philippines	63	Globe Telecom
		Smart
Poland	48	PTK Centertel
		Plus Polkomtel
		PTC Era
Portugal	351	TMN
		Vodafone Telecel
Reunion Island	624	SRR
Romania	40	Orange
		Connex Mobifon
Russia	7	MTS
		Megafon
		KB Impuls
San Marino	378	TIM
Serbia & Montenegro	381	Telkom Srbija
Singapore	65	SingTel Mobile
		M1
		Starhub*
Slovak Republic	421	Eurotel Bratislava
		Orange
Slovenia	386	Mobitel DD
Solomon Islands	677	Solomon Telekom Company Limited
South Africa	27	MTN, Vodacom SA
		Vodacom
Spain	34	Telefonica
		Vodafone
Sri Lanka	94	MTN
		Celltel Lanka
Sweden	46	Telia Mobile
		Tele 2
		Vodafone
Switzerland	41	SwissCom
		Sunrise
		Orange
Tajikstan	992	Megafon
Taiwan	886	Chunghwa
		TCC
Thailand	66	AIS
		TAC
		TA Orange
Turkey	90	Turkcell
		Telsim
		Aycell
UAE	971	Etisalat
United Kingdom	44	O2
		Vodafone
		T-Mobile
		Orange
USA	1	Cingular
		T-Mobile
		AT&T
		Verizon Wireless
		Dobson Communications
		TeleCorp PCS
		Tritel/Suncom
		Alltel
		CenturyTel
		US Cellular
		Rogers Wireless
		Bell Wireless Alliance
		PrimeCo
		Leap/Cricket Communications
		Cincinnati Bell Wireless
		Qwest/US West
		Clearnet
		Centennial
		Edge Wireless
		Microcell Telecom
		MTS
		Nextel
		NPI Wireless
		Rural Cellular
		SaskTel
		Sprint
		Telefonica MoviStar Puerto Rico
		Telus Mobility
		Triton Suncom PCS
		US Unwired
		Western Wireless
		3 River PCS
		Airadigm
		Airlink
		Amica
		Blackfoot
		Cell One West
		Cellular 2000 – MN
		Cellular South Telepark
		Cellular XL – Cell One MS
		Conestoga
		Eatel
		Farmers – AL
		Hickory Tech – Cell One Mankato
		Horizon
		Inland Cellular
		Iowa Wireless
		MACtel
		Mid-Missouri Cellular
		Midwest Wireless
		North Alabama Cellular
		Ntelos – CFW
		PCS One
		Pine Belt – BCP
		Pioneer/Enid
		Plateau Cellular
		Price Communications – Cell One SE
		Public Service Cellular
		RCS
		South Central Utah
		Southwest
		West Central
		Wireless North
Vanuatu	678	TVL (Smile)
Vatican City	39	TIM
Vietnam	84	GPC - Vinaphone
		VMS
Yemen	967	Spacetel

1.15. Can I use my TPG mobile overseas? (International Roaming)

Going overseas? Why not bring your mobile with you! Visit "Your Account" at www.tpg.com.au to activate International Roaming.

A roaming deposit of maximum $120 will be charged to activate the service (this means your existing deposit will be increased to $120 to get international roaming kicked off).

Please note whenever your roaming deposit drops below $50, TPG will automatically top up the amount to $120. It is important you understand that we will restore your deposit whenever the value reaches $50.

The unused deposit minus $20 (kept as mobile deposit) will be refunded 3 months after you have notified us of your return from overseas. This is to ensure we have received all of your call records from overseas carriers.

Note: International roaming calls are not included in the call cap.

1.16. My phone is locked to another mobile provider. How do I unlock it?

If your phone is locked to another provider, you can contact the provider to unlock your phone.

Vodafone: call 1300 650 410 or visit www.vodafone.com.au/unlock
Telstra: call 125 111
Three: call 133 320
Crazy John's: call 132 299
Optus: Most locked Optus phones do not have to be unlocked to work with TPG Mobile. If you need to unlock, please call Optus on 1300 555 002

Alternatively, you can visit the store in which you purchased the phone for assistance.

1.17. What happens if I use less than my cap allowance?

If you have used less than your monthly cap allowance, the remaining amount will expire at the end of the month. If you use less than the advertised price of the plan you will still have to pay the same minimum monthly charge (which is the advertised price of the plan).

1.18. What happens when I use more than my cap allowance?

You will be charged for the calls made outside your cap allowance based on the call rates advertised. You will be charged, and funds will be taken out of your call credit as explained in the Billing section of the Mobile Phone FAQ.

1.19. My phone is asking for a PUK code. What do I do?

Don't try guessing this! Incorrect PUK entries may result in permanent locking of the SIM Card. Please call Mobile Helpdesk on 13 14 23 to retrieve your PUK code.

1.20. I cannot make any outgoing calls from my mobile, what's wrong?

For starters, try switching your phone on and off. Also try checking your signal strength. If it still does not work, the problem may be caused by a billing issue. Please call Mobile Customer Service on 13 14 23 to check if the issue concerns billing.

1.21. My phone says that I have a Sim Card error. What's wrong?

Check to see that the Sim Card is inserted correctly. If this does not work, try testing the Sim Card on another phone. The phone must be unlocked. If the Sim Card still does not work, you must call TPG on 13 14 23 and request for a replacement Sim Card.

1.22. What do I do if I lose my phone or if it gets stolen?

If your phone is lost/stolen please call TPG on 13 14 23. TPG will block the service on the lost/stolen phone and will issue you with a new Sim Card. There is a charge involved for the new Sim Card.

1.23. How do I move all my Sim Card contacts to my new TPG Sim Card?

Firstly, save all your contacts from your previous Sim Card onto the phone. If you do not know how to do this, try consulting your mobile phone manual. Once you have moved all of your contacts onto the phone memory, simply insert the new TPG Sim Card and transfer the contacts from the phone onto the Sim Card!

1.24. I am having problems with my mobile phone. Who can I call for help?

If there is a problem with your mobile phone please contact the manufacturer directly using the contact details listed below. Please note that TPG does not repair mobile phones.

Manufacturer	Contact Manufacturer	User Guide Link
Alcatel	Contact Alcatel	Alcatel User Guide
LG	1800 643 156	LG User Guide
Mitsubishi	1800148837	Mitsubishi User Guide
Motorola	1300 138 823	Motorola User Guides
NEC	131 632	NEC User Guide
Nokia	1300 366 733	Nokia User Guide
O2	Contact O2	O2 user Guide
Panasonic	132600	Panasonic User Guide
Philips	1300 363 391	Phillips User Guide
Sagem	Contact Sagem
Samsung	(612) 9763 9700	Samsung User Guide
Sharp	1300 13 50 22	Sharp User Guide
Siemens	1300 665 366	Siemens User Guide
Sony Ericsson	1-300 650 050	Sony Ericsson User Guide
Trium	1800148837	Trium User Guide

1.25. Why am I charged $20 at the time of registration?

At the time of registration, we debit $20 that is kept as a Security Deposit and used to pay for any excluded or excess usage outside your cap (for Business Mobility and Cap Plans) or all usage (for Pay As You Go plans). Excluded or excess usage means any calls, text or data that go either above your Cap Value or are not included in your Cap Value. Once your deposit goes below $5, we will debit a sufficient amount from your bank account/credit card to top it back again to $20. If your usage is high, this can occur more than once per month and more than $20 might need to be debited. You authorise to make such debits to your account/credit card. If you do not exceed your Cap and do not incur any charges that are excluded from your Cap Value, your deposit will not ever be debited. We will send you SMS messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your deposit are unsuccessful. Any unused Security Deposit will be refunded back to you once you cancel the service.

1.26. Can I use my BlackBerry handset on a TPG mobile plan for push email and data?

No, TPG mobile cap plans are not suitable for use with Blackberry push email and data. TPG does not supply and support BlackBerry Internet Service (BIS). Only Voice Calls and SMS is supported.

1.27. How do I enable the Missed call service?

Simply send an SMS to 159 with the word ON.

1.28. How do I disable the Missed call service?

Simply send an SMS to 159 with the word OFF.

1.29. Can I manage my mobile service conditions online?

Yes, you can use the Mobile Service Control Panel within “Your Account” to modify your mobile conditions such as activating/deactivating GPRS, International Roaming, SMS, Voicemail, diversions etc online.

1. Log into “Your Account” at www.tpg.com.au/account with your mobile number and password (the password you nominated during registration)

2. Select ‘View All Mobile Service Accounts’


3. Click on the ‘Mobile Service Control Panel’ button


Mobile Service Control Panel:

1.30. Can I use Internet tethering with TPG mobile?

Yes, TPG Mobile supports tethering. You can enable tethering in your Mobile Service Control Panel by following the steps below:

1. Log into "Your Account" at www.tpg.com.au
2. Click 'View all Mobile Service Accounts'
3. Click 'Mobile Service Control Panel' under your active plan
4. Look for 'Tethering' inside the Control Panel, and then click 'See Further Information'
5. Select 'Enable'
6. Read and agree to all of the terms and conditions, and then click 'Update'

Please note that in order for Tethering to work, GPRS (Data) also needs to be enabled in Your Account. Tethering will use mobile data from your TPG Mobile plan.

1.31. How do I setup Tethering in my mobile phone?

Tethering can only be used in mobile phone with tethering capabilities. Please refer to your handset device's manual or website if you are unsure on how to enable tethering on your phone. You can also contact our Mobile Technical Support team on 02 9007 2000 (option 3) if you require further assistance.

1.32. Is there any additional charge for tethering?

There is no additional charge in turning tethering on, however please be aware that tethering uses your mobile data. Any mobile data usage not included in your plan is charged as an excess which comes out of your deposit and can be very expensive.

1.33. What is Micro SIM?

The Micro SIM is a new type of SIM card which is used for the iPad (and other devices such as the iPhone 4). To connect to 3G network to use your iPad, you will need a Micro SIM card in your iPad and a TPG Mobile plan. TPG's $1 Pay As You Go Mobile plan is great for iPad users. Pay a small access fee of $1 a month and the rest you pay per use at some of the cheapest rates around. TPG DSL (ADSL, ADSL2+ and Naked ADSL2+) customers receive 150MB of data per month (or 50MB for Non TPG DSL Customers).

Micro SIM is 12mm * 15mm, which is smaller than the standard size SIM card at 15mm* 25mm.

 

Micro SIM is designed to offer more storage space on-chip for applications, increased control and security functions.

1.34. What are the four Business Mobility Plans?

• Starter ($9.99 per month)
• Medium ($17.99 per month, discounted to $14.99 when you have TPG Broadband)
• Heavy ($34.99 per month, discounted to $29.99 when you have TPG Broadband)
• Infinity & Beyond ($45.00 per month)

1.35. What usage types are included in the Business Mobility plans?

Included Value:
For Business Mobility plans, Included Value means the available monthly usage value which can be used within each billing month for eligible calls and other usage types. Eligible Calls and Usage types are: Calls, SMS & MMS to Standard Australian (includes 13/18) and International Numbers (Landlines & Mobiles), Video Calls to Standard Australian Mobiles, Diversion within Australia and Tethering. Standard rates apply for usage outside of the Included Value. Unused Included Value is forfeited at the end of each monthly billing cycle period. SMS & MMS not counted towards Included Value for Heavy plan only due to Unlimited quota.

1.36. What types of usage are excluded from the Business Mobility plans?

Excluded Value:
Business Mobility Plans exclude Calls and SMS to 19 numbers, Premium SMS, Optus Zoo services, Third Party content, International Video Calls, International Roaming, Directory Assistance, Calls thru to connect services (e.g. 124YES) and other Enhanced Services.

1.37. Is there any charge if Social Networking sites are accessed via Tethering?

Accessing social networking sites (Facebook®, Twitter®, LinkedIn®, MySpace®, eBay® and Foursquare®) via Tethering is not included in the Unlimited Extras Value. This usage will be deducted against your monthly Included Data value. Excess data rate will apply if you exceed your monthly Included Data value.

1.38. What happens if I use less than my Included Value?

If you have used less than your monthly Included Value, the remaining amount will expire at the end of the month. If you use less than the advertised price of the plan you will still have to pay the same minimum monthly charge (which is the advertised price of the plan).

1.39. What happens If I go over the $100 Included International Value for the Infinity & Beyond Business Mobility plan?

Since TPG provides you with $100 of International value only each month, you will be charged our Standard International call rates for the Business Mobility Plans once the $100 Included International Value is consumed. These international charges will be treated as excess usage and will be deducted from your Mobile Deposit. Please Click Here to find the International Call Rates.

1.40. Can I change from an existing TPG Mobile Plan to the new Business Mobility plans?

TPG Mobile customers are able to change to a Business Mobility Plan or from one Business Mobility Plan to another provided that:

• You request a plan change via the Your Account section 7 days before your next billing cycle.
• The new plan will be activated on your next billing cycle. You will be charged with the new plan a week before the expiry date.
• Please do not assume your plan has been changed. Please check at : http://www.tpg.com.au/account
• Once a change is requested it cannot be withdrawn until the completion of your first billing month.

1.41. Is there any restrictions or terms pertaining to the Unlimited aspects of the Business Mobility Mobile plans?

For Business Mobility plans, Included Value means the available monthly usage value which can be used within each billing month for eligible calls and other usage types. Eligible Calls and Usage types are: Calls, SMS & MMS to Standard Australian (includes 13/18) and International Numbers (Landlines & Mobiles), Video Calls to Standard Australian Mobiles, Diversion within Australia and Tethering. Standard rates apply for usage outside of the Included Value. Unused Included Value is forfeited at the end of each monthly billing cycle period. SMS & MMS not counted towards Included Value for Heavy plan only due to unlimited quota.

1.42. Which Business Mobility plans offer Unlimited value added benefit?

• Unlimited Calls to TPG Support (13 14 23) & Unlimited Voicemail - applies to all Business Mobility Plans
• Unlimited Access to specific Social Networking sites- applies to all Business Mobility Plans and can be only used within Australia
• Unlimited SMS & MMS to Standard Australian & International Numbers - applies to Heavy and Infinity & Beyond Business Mobility Plans

1.43. What happens if $2000 worth of calls to TPG Mobile & On-Net Numbers is exceeded on my Starter Business Mobility Plan?

When you have used your included $2000 worth of calls to TPG Mobile & On-Net Numbers per month, TPG will charge you at our standard call rate of 90¢ per minute plus 35¢ flagfall These excess charges will 1st be deducted from your Included Value ($180), once your $180 Included Value is exhausted then TPG will charge you at our standard call rates and these charges will be deducted from your TPG Mobile Deposit.

1.44. What are the differences in Call rates between Business Mobility, Cap Saver and Pay As You Go Plans?

Yes. You can send/receive national and international SMS's to/from another mobile or Mobile Broadband service. Click on the "Text" icon in the software. The SMS will be sent from the TPG Mobile Broadband number.

Rates	Business Mobility	Cap Saver	Pay As You Go
Call to Standard Australian Numbers (Landlines & Mobiles)	90¢ per minute	40¢ per 30 seconds	9.9¢ per minute
Flagfall for Standard Australian call	35¢	35¢	35¢
Billing Increment	per minute	30 seconds	per second

1.45. What are the differences in Excess Data rates between Business Mobility, Cap Saver and Pay As You Go Plans?

Rates	Business Mobility	Cap Saver	Pay As You Go
Excess Data Rate	25¢ per MB	Premium Plan 2¢ per 10KB Executive Plan 2¢ per 10KB Other Cap Saver Plans 0.2¢ per 10KB	2.75¢ per MB
Minimum Session	10KB session	10KB session	100KB session

1.46. What are the main benefits of Business Mobility plans?

• Four different plans to suit your needs, starting from as low as $9.99 per month
• Business Mobility plans come with generous Included Value of up to $1000 per month
• Surf the web and stay connected with your business associates. Business Mobility plans come with Included Data Value of up to 5GB per month and additional Unlimited access to specific Social Networking sites (Facebook®, Twitter®, LinkedIn®, MySpace®, eBay® and Foursquare®)
• Make calls to anyone in Australia with massive $3500 worth of Voice & Video Calls to Standard Australian Numbers (includes 13/18) on Infinity & Beyond Business Mobility plan
• All Business Mobility plans include Calls, SMS & MMS to International Numbers.
• Heavy and Infinity & Beyond Business Mobility plans have a special extra of Unlimited SMS & MMS to Standard Australian & International Number
• Unlimited Calls to TPG Support (13 14 23) & Unlimited Voicemail

1.47. Are calls to 13 and 18 numbers included in Business Mobility plans?

Yes. Calls to 13 and 18 numbers are included in all Business Mobility plans

1.48. I currently have a Cap Saver plan Can I change to another Cap Saver plan?

No. The Cap Saver plans are no longer available for new and existing customers. Existing Cap Saver customers can choose to stay on their current plan or upgrade to a Business Mobility plan.

1.49. I currently have a TPG Cap Saver plan. Can I change to Business Mobility plan?

Yes. Existing Cap Saver customers can choose to upgrade to any Business Mobility plan.

1.50. Are International Calls, SMS & MMS included in Business Mobility plans?

Yes. International Calls, SMS & MMS are part of the Included Value for Starter, Medium, and Heavy Business Mobility plans. Heavy Business Mobility plan also comes with Unlimited SMS & MMS to International Numbers.

Infinity & Beyond Business Mobility plan comes with $100 worth of International Calls and Unlimited SMS & MMS to International Numbers.

2.1. How do I contact TPG from overseas?

The easiest and most cost effective way to contact us while International Roaming is to visit our website. Set up an email contact address and account password before you leave and please remember your online password to gain access to your account details via the website.

Our standard Customer Care number is not available from overseas. If you need to contact us by phone, please call us on +61 13 14 23 for assistance. This call will be charged at the normal international rate from that country's service provider to Australia.

2.2. Can I use my current mobile phone when overseas?

Yes, depending on the country or area you will be travelling to, you can use your current mobile phone.

In the USA some states and cities offer GSM coverage using the 1900 Mhz band. Tri-band mobile phones sold in Australia are able to roam in these areas. Other parts of the USA use TDMA coverage and you will have to hire a mobile phone (and use your own SIM card) to roam. Some parts of the USA do not use compatible mobile phone technology so a complete mobile phone pack will have to be hired in order to roam there.

In Europe most countries offer GSM coverage using the 900 Mhz and 1800 Mhz bands. Dual-band, Tri-band,and Quad-band mobile phones are able to roam in these countries.

Most countries in Asia also offer GSM coverage using the 900 Mhz and 1800 Mhz bands and Dual-band and Tri-band mobile phones are able to roam in these countries. Please Note: Japan does not use compatible mobile phone technology so a complete mobile phone pack will have to be hired in order to roam there.

2.3. Where can I get information on international GSM coverage?

Visit our website to see if the country you are travelling in is covered and has an TPG agreement. Please Note: Available countries and networks may differ between postpaid and pre-paid services.

You can also check out www.gsmworld.com for extra information on GSM Roaming. Although very useful, this site provides only a general overview of international GSM coverage and is managed by a variety of international organisations, and not TPG. Therefore TPG does not guarantee that this site is accurate and coverage and charges should be checked once you are in the country. Please Note: Although all networks are listed on this website, TPG may not have agreements with these networks within all countries.

2.4. If I need to hire a mobile phone, where can I find one?

We suggest you attempt to contact mobile phone hire companies via the Yellow Pages to hire mobile phones and accessories whilst travelling.

Travellers are usually able to hire mobile phones at their destination country's airports. Companies offer this service much like hire cars.

2.5. What can I do if my mobile phone has been lost/stolen?

If your SIM card or mobile phone is lost or stolen please either visit our website or contact us on +61 13 14 23 for assistance. This call will be charged at the normal international rate from that country's service provider to Australia.

Once we are notified, we will suspend your service so calls cannot be made.

2.6. How can I reduce the costs of incoming calls while International Roaming?

An easy way of reducing incoming call costs is to set an unconditional diversion on your mobile phone directing all incoming calls to your Voicemail box in Australia without the call routing overseas (meaning your phone will not ring). Doing this will not charge you anything for the deposit although there will be diversion charges depending on the plan you are in http://www.tpg.com.au/business-mobile/callrates.php. This way you can then make one international call from either your mobile phone or from a fixed line phone to collect all your Voicemail messages.

Leave a message on your Voicemail stating you are currently overseas (or unavailable) but you are able to respond to messages left. You may even leave your email address on your message for friends and colleagues to contact.

Another option is to remove all VM diversions so that you will only be charged for calls you answer.

To listen to VoiceMail messages whilst roaming call +61 411 000 321 (Charged at the normal international call rate from the country you are in to Australia)

2.7. How are my bills paid while I'm away?

Your bills will be paid as usual while you are away. Please ensure you have sufficient funds in your account on the due debit date.

2.8. How will I receive my bills while I'm overseas?

You can view your bill on our website. Don't forget your online password so you can access your account details.

2.9. When will my International Roaming bond be refunded, if taken?

Your International Roaming bond will be refunded 3 months after you have notified us of your return from overseas. This is to ensure we have received all (or most) of your call records from overseas carriers.

2.10. Can I use phone numbers stored on my mobile phone when overseas?

You can use them but you may need to change them to use the international prefix and area codes. For example: 92430000 would be changed to become +61892430000. Remember to drop the 0 out of the area code (08 would become 8, 02 would become 2, etc).

2.11. Why can't I use my Voicemail/SurePage/SMS where I am?

Not all services are available in every country you may visit, or are offered by every network you may choose. When you reach your destination, check the local networks for the services they offer.

2.12. Why have I been charged twice for one SMS I sent while overseas?

Each SMS you send has two components. This includes an international and local component and is displayed on your bill as two separate entries.

2.13. Can I bar and activate international roaming through your website?

Unfortunately this facility is still under construction. Please call Mobile Helpdesk on 13 14 23 for assistance

2.14. How would I be charged if I make a phone call to another roaming enabled number which is not a local number in the country I am currently in?

You will be charged with the International Call rate for Roaming, as call recipient will still be considered as an International Number even if the number is an Australian number.

For example, if you are currently in Thailand and you make a phone call from your Australian roaming enabled number to another Australian roaming enabled number in Thailand, you will be charged with the International Call rate for Roaming in Thailand ($2.35 per minute + $0.40 flagfall).

Please view our roaming charges here http://www.tpg.com.au/business-mobile/intlroaming.php.

3.1. What are Premium Services?

Premium services are provided by third party content providers whom give you access to various types of content or payment services via fixed line or mobile phone. Examples include:

Premium Voice Services:

• Psychic and horoscope hotlines
• Voting lines for TV reality shows
• Dating and chat hotlines
• Exam result hotlines

Premium SMS Services:

• Ringtones, games & wallpapers
• Text & Win competitions
• Text & Win trivia
• SMS voting for TV reality shows
• SMS jokes and horoscopes
• SMS weather alerts

3.2. How do I know it is a Premium Service?

Premium Services are offered by third parties and are not advertised directly by TPG. Premium Service numbers often begin with “19” short code being either a phone number you dial or a keyword to text.

3.3. How do I access Premium Services?

Premium Services are advertised in all types of media, including television, radio, newspapers, magazines and on the Internet (both on your PC and on your mobile). 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 enter your mobile number online into a field and opt in to purchase a service or piece of content.

3.4. How much are the Premium SMS messages I am receiving costing me?

Any SMS you send to/ receive from a number that starts with “19” is likely to be billed (unless it starts with the words ‘FreeMsg’). The cost of individual messages can vary from $0.55 to $6.60. While you may have just sent one text to perhaps purchase a ringtone or enter a competition, there is a chance that in effect you have signed up to a subscription product with ongoing billings. Upon signup, all subscription services should send a ‘Welcome’ SMS message advising of the service and all associated charges.

Premium Services can be charged as follows:

• Flat Rate: This is when you pay a flat fixed fee for each SMS sent to and/or received from a Premium Number, or a flat fee per phone call made to the Premium Service
• Subscription: Where you opt into an ongoing subscription with associated charges
• Joining Fees: Where you are also charged an additional joining fee as part of an ongoing subscription
• Timed Rate: Where your Premium Call is timed and charged at a per minute rate
• Data Volume charge: Where you are charged according to how many KBs of data you are downloading

3.5. Why am I getting Premium SMS messages? How did I subscribe?

If you are receiving SMS messages from a “19” number even if you are not sending messages back then you may be on a Subscription Service. They are usually initiated by sending an SMS to a “19” number to agree to take up the service. Alternatively they might present a web page where you enter your mobile number, and are sent an SMS with a PIN which you must then enter back into the web page to confirm your subscription. Some subscription services are taken up by making a voice call to an automated system from your mobile, or taking up an offer on a voice call made to your mobile.

3.6. How do Premium Services appear on my bill?

Premium services are provided by third parties wherein the charge can be taken directly from your Mobile account. The content provider charges TPG for the Content you subscribed for, and then we pass the charges onto you. These appear as premium services on your bill.

3.7. I thought that I had unsubscribed from Premium messages but they’re still appearing on my bill?

If you have unsubscribed to a particular service but are continually being charged on your next TPG Bill, be sure to cross reference the time and date you unsubscribed against the last time you received a Premium SMS message. Depending on the time you unsubscribed, if it was partway into a new billing cycle, you will still be charged for those last few Premium SMS billings on your next bill.

3.8. How do I stop Premium Services?

Always try to reply back to the Premium SMS you receive with the keyword ‘STOP’ in capital letters. If this unsubscribe attempt is successful, you will generally receive a confirmation SMS advising you of this. If you are receiving messages from more than one Premium SMS Service (from different “19” shortcodes), you will need to reply back with ‘STOP’ to each different “19” shortcodes. Sending ‘STOP’ will not subscribe you to any new services.

3.9. I thought that I stopped Premium messages but now they have started again?

You may be receiving free marketing messages from a service that you once belonged to, which may have been part of the terms and the conditions of the service you opted into. These messages should begin with the phrase “FreeMsg”. If you wish to stop receiving these messages, text the word ‘STOP’ to the Premium short code number which starts with the numerals “19”. This could take up to 24 hours to be actioned. Texting the keyword ‘STOP’ should only cost you the price of a regular SMS. You may receive a confirmation text message back to your mobile phone advising that you have been unsubscribed from the marketing database.

If you are receiving Premium SMS messages 24 hours after requesting to unsubscribe, you are best contacting the Premium Services Provider’s Help Desk directly. The Help Desk number should be available within the Premium SMS you are receiving.

Alternatively, you can also contact TPG Customer Care on 13 14 23 where a helpful representative can assist you in providing the contact number for the Premium Services Provider.

3.10. I tried to reply ‘STOP’ to the message that I received on my mobile, but it won’t let me?

You may be receiving free marketing messages or subscription content links via a WAP Push process. WAP Push sends out a link to a Mobile Internet page as an SMS, but unlike normal SMS messages it might not appear to have come from a phone number. You cannot reply directly to a message sent to via WAP Push.

Prior to opening the link provided in the message, check the content of the actual message (possibly under ‘Options’) there should be a number starting with “19”, a support phone number, or instructions on how to stop messages coming to your mobile phone. You can send a new SMS with the word ‘STOP’ to the “19” number to stop these messages, or call the help desk number provided for support.

3.11. How long does a Premium TXT subscription last?

There's no minimum period, but you can unsubscribe at any time, by sending 'STOP' to the original Premium TXT number.

3.12. I keep getting sent messages that contain a link but the sender is unidentified. What are these?

You may be receiving free marketing messages or subscription content links via a WAP Push process. WAP Push sends out a link to a Mobile Internet page as an SMS, but unlike normal SMS messages it might not appear to have come from a phone number. You cannot reply to a message sent to via WAP Push.

Prior to opening the link provided in the message, check the content of the actual message (possibly under ‘Options’) there should be a number starting with 19, a support phone number or instructions on how to stop messages coming to your mobile phone. You can send an SMS with the word ‘STOP’ to the “19” number to stop these messages, or call the help desk number provided for support.