1. Date of Birth - The most common reason is the date of birth you have provided us does not match the date of birth held by your existing mobile service provider. To ensure your transfer is successful you should call your existing mobile service provider and check they have your correct date of birth on file.
2. You are not the account holder - If you did not originally register the number you are trying to transfer to JUST Mobile then the details you provided us will probably not match those that your current mobile service provider has in their records. This will result in the transfer failing.
3. Mobile number does not exist - If you have not recharged your account for a while then most providers will disconnect your number. If this is the case then we cannot transfer the number to JUST Mobile. You need to check your mobile number is still working.

If your balance falls to zero, a 30 day grace period applies - during this period you can only receive calls or recharge. If you have not recharged after 30 days your number will be disconnected from the network.

Note: You will still be able to make outgoing emergency calls during all grace periods.

1. By purchasing a JUST recharge voucher from a recharge outlet.
2. By selecting recharge from the menu on this website.

• Low call time - If you are using your phone when your account balance falls to a level where it only contains enough call credits for a further 180 seconds of call time on your current call, you will receive an SMS to alert you that your call credits are low and that you may want to recharge.
• First call of the day - If your account balance is below $3 you will hear a recorded message when you make the first call of the day, informing you that your account balance is low and that you may want to recharge.

The PIN code that is required to activate your credits is located on the front of the voucher you receive. Simply dial 888 from your handset and follow the prompts to activate your credits.

If you recharge online, the recharge PIN is displayed after your payment is accepted.

1. Switch on your mobile phone and dial 121 (charged call) from your mobile.
2. A recorded voice will ask you to enter a 4-10 digit PIN Code (security for your voicemail messages). Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.
3. Enter your new Security PIN Code and press #.
4. A recorded voice will ask you to record your name after the 'beep' and press #. This is used for the Standard Greetings and message delivery.
5. You may also be asked to record a personal greeting of your choice and check your Time Zone location setting.
6. Once complete your voicemail service will be set up and ready for use.

To personalise your voicemail greeting simply dial 121 (charged call) from your mobile phone and follow the instructions.

First time users of voicemail will be required to set up their voicemail service at this stage, see "How do I set up my voicemail service?".

• Select Option 1 to record your personal greeting OR select Option 5 to hear the pre-recorded 'Fun Greetings' and make your choice.
• Follow the voice prompts to record your personal greeting and then press 1.
• To return to previous menu, press * or to exit voicemail press the end call key.

If you are unsure of what to say, here is a sample greeting: "Hello, this is _________. Sorry I can't take your call but if you leave a message with your name and number after the tone, I'll get back to you soon. Thanks for calling. Bye." Callers are more likely to leave a message if you personalise your voicemail.

1. Dial 121 from your handset.
2. You will hear a summary of how many new and saved messages you have.
3. Messages will be played individually with the date and time received, unless date and time is turned off.
4. After each message you can select from the following options:
   • Press: 0 To initiate a return call.
   • Press: 1 To hear the message again.
   • Press: 2 To save the message.
   • Press: 3 To delete the message.
   • Press: 4 To forward the message to another user.
   • Press #. The preceding message will remain as a new message. This will then skip to the next message.
5. After returning a call press # to review the rest of your messages.

• The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. See "What is Calling Line Identification?".
• The call was an international call.
• The call was from a payphone.
• The number was overridden by a number entered by the caller.
• Some numbers, including 13, 1300, 1900 and emergency services numbers, will not be accepted as call return numbers.

Played messages will automatically be saved for 7 days with the option to re-save the message as often as needed. Unplayed messages will automatically be deleted after 7 days.

If your phone is not within coverage or is turned off, the Network will continue to send the SMS alert notification for a period of up to 7 days.

• Simply dial 0414 121 121 (or +61 414 121 121 if you are overseas).
• To transfer to your own voicemail service press * (star).
• Enter your security code, then press # (hash).
• Enter your Mobile Number, then press # (hash).

1. Dial 121 from mobile phone (charged call).
2. Press 3 to select Personal Preferences and follow the voice prompts.

1. Dial 0414 121 121.
2. Press * to access your own voicemail (your line provider will charge you the standard rate to call an Australian mobile number).
3. Enter your current security code then press #.
4. Enter your mobile number then press #.
5. Your messages will be played.
6. After all messages are played, you will enter the Main Menu.
7. Select option 3 for Personal Preferences.
8. Select option 2 for security code preferences.
9. Select option 1 to change your security code.
10. Enter your new security code (between 4-10 digits long), then #. Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.
11. Your new code will be played back.

1. Conditional diversion - calls are diverted to voicemail when your phone is not answered, your number is engaged or your number is not contactable (i.e. your phone is out of range or turned off).
2. All calls diversion.

1. ** - to access main menu
2. 3 - to change personal preferences
3. 3 - to change notification preferences (follow the prompts to turn diversion on or off)

1. Through your handset menu. Please refer to your handset manual for instructions. To activate diversions manually through the menu of your phone, you will need to ensure that your mail box number is activated and programmed in your phone. If you wish to activate voicemail using your phone and require your mail box number to be programmed please submit your request via Customer Care.
2. Using the voicemail menus.Simply dial 121 and enter:
   1. ** - to access main menu
   2. 3 - to change personal preferences
   3. 3 - to change notification preferences (follow the prompts to turn diversion on or off)

1. Dial 121 from your mobile phone or 0414 121 121 from another phone.
2. Listen to all messages then go to Main Menu. Press 3 for Personal Preferences.
3. Press 1 to change your greeting or name. (The following preceding numbers represents the dial keys)
   1. Personal
      1. Personal greeting
      2. Busy greeting
         1. Satisfied
         2. Record / re-record greeting
   2. Standard: record greeting, then press #
      1. Listen to greeting
      2. Save greeting
      3. Re-record greeting
         • * to return to previous menu
         • To exit system, hang up
   3. Record Name
   4. Extended absence
      1. Accept messages while away
      2. Don't accept messages while away
         Record greeting, then press #
         1. Listen to greeting
         2. Save greeting
         3. Re-record greeting
            • * to return to previous menu
            • To exit system, hang up

• Ensure that a voicemail box number has been activated on your account. Without a mail box number you will not be able to divert calls and store messages. You can submit your request via Customer Care.
• Have you recently received the new voicemail system? Please ensure you set-up the service first by dialling 121 from your mobile phone. Messages cannot be accessed without initial set-up.
• Have you changed your voicemail security code? Submit your request to re-set this code via Customer Care.

Instructions on how to read and reply to an SMS message may differ on the handset model type. Most handsets will give you a READ option as soon as an SMS arrives on your phone. If so simply select READ and use the arrow down button to read the SMS. To reply, select (OPTIONS), REPLY, WRITE or SEND MESSAGES. Then type out a message using your keypad. Press SEND or YES. The number of the person to whom you are replying will appear. Select OK or YES.

For further assistance on how to read and reply to SMS messages, please refer to your mobile phone manual or contact your mobile phone manufacturer.

You can send an SMS directly from your mobile to another mobile phone connected to any GSM network in Australia or to any GSM network overseas that JUST Mobile have a roaming and SMS agreement with.

To send an SMS to a mobile phone overseas you must enter the mobile number in international format. For example, if the number you are sending to is 0414123123 in Australia, you would enter the number as +61414123123 (where 61 is the country code and replaces the zero (0) and '+' is equivalent to each country's international exit code). Codes for country can be found on the international rates page.

• Do you have enough signal strength on your mobile phone? Can you make voice calls? Check the signal strength to ensure that Network coverage is available.
• Attempt a manual reset. Turn the phone off, take the SIM out and gently wipe with a clean, dry, non static cloth. Replace SIM, turn the phone back on and try again.
• Try sending an SMS with your SIM in another phone. If you are successful in sending an SMS, it may be an issue with your handset. If it does not work and the following suggestions do not work you may have a faulty SIM.
• Try sending a test SMS to your own number - was it successful or unsuccessful? This will test your sending and receiving capabilities in one go.
• Is the message sending format set to Text or Standard? Confirm that the format is set to Text. This is found in Message Settings for most handset types. Please refer to your phone manual.
• Make sure your inbox and outbox are not full. This can stop you from receiving SMS messages and may also affect your sending capabilities.

• Have you been able to send SMS to this number previously? If so, the network may be temporarily down and there may be a delay before you can send.
• Can the recipient receive SMS from other numbers? If not it may be a fault with the recipients provider or with the recipient's phone.

• A single MMS message can include text, a sound file or both along with an image so you can share the whole experience with friends.
• Send an animated ready-made "Happy Birthday" MMS to your friend - beats a standard SMS message.
• You can send your MMS to a friend's JUST, Vodafone, Telstra or Optus mobile or to any email address in the world. If your friend has an MMS capable mobile, they'll receive the MMS directly on their mobile screen. If they don't have an MMS mobile, they'll get an SMS telling them to view your MMS online.

This service allows you to have 2 incoming calls or 1 incoming and 1 outgoing call active at one time. This service can be activated via the handset menu or using GSM codes: To turn this feature on, enter *43# into your mobile handset, then press the send button to activate.

To turn this feature off, enter #43# into your mobile handset, then press the send button to deactivate.

You can check the status of this feature by entering *#43# into your handset, then press the send button and your status will be displayed.

To activate/de-activate CLI from your mobile, go to Settings, Call Settings, Own Number Sending and select "On" or "Off." Please note that these instructions may differ on the handset model. Please refer to your phone manual or manufacturer for further information.

You can also request for this facility to be activated/de-activated on our system by contacting Customer Care.

If you have the CLI facility set to active (on both your phone and our system), you can hide your number for a particular call by using the prefix 1831 before the number to be called.

If you have the CLI facility set to inactive (on both your phone and our system), you can display your number for a particular call by using the prefix 1832.

Note: To use the 1831 or 1832 prefixes you will need to have your Own Number Sending option set to "Set by Network" or "Preset" on your mobile.

• The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. See "What is Calling Line Identification?".
• The call was an international call.
• The call was from a payphone.
• The number was overridden by a number entered by the caller.

Ensure you have the CLI facility active. See "How do I activate/de-activate CLI on my mobile phone?". If the CLI facility is inactive your mobile number will not be displayed when making calls.

The person you are calling will not be able to see your number if you are calling internationally, regardless of your settings.

You can place an incoming call bar to stop all incoming calls to your mobile phone. Please note that individual numbers cannot be barred. Call barring may be activated manually through the menu options of your phone. Please view your manual for more details.

If you have any questions regarding this please submit your request to Customer Care.

You can place an outgoing call bar on your phone to stop all outgoing calls from your mobile. Please note that individual numbers cannot be barred. Call barring may be activated manually through the menu options of your phone. Please view your manual for more details.

If you have any questions regarding this please submit your request to Customer Care.

PUK stands for Personal Unblocking Key. This is a unique eight digit code specific to your SIM card. This is required when the PIN number is entered incorrectly 3 times on your mobile phone. You are then given 10 attempts to enter your PUK if required. If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.

PUK codes can be obtained through the following ways:

1. Locate your SIM certificate on your Starter Pack to find your PUK code.
2. Submit your request via email to Customer Care.

The PUK code is your Personal Unblocking Key which is an eight digit code specific to your SIM card.

For most handset types, the eight digit PUK code is entered directly into your phone. After selecting OK, you will be prompted to enter a 4 to 8 digit PIN code. You will then be asked to re-enter your chosen PIN code for verification. On other handset types, the PUK code is entered by using the following code, **05*(PUK Code)*(new PIN)*(new PIN)# [send]. Please refer to your handset manual.

To obtain a replacement SIM card, you will need to contact Customer Care.

Replacement SIM cards are $19.95. If the replacement SIM is due to the SIM being lost/stolen, the charge is $19.95. If the SIM card has been blocked as the SIM card has had the PUK code entered 10 times incorrectly, then a new SIM card will be supplied for $19.95.

Faulty SIMs will be replaced FREE of charge.

• Ensure the SIM card is inserted properly and the right way round.
• Wipe the SIM card with a non abrasive material and re-insert.
• Try another battery as this can cure some instances of 'Insert SIM'.
• Try another SIM card to see if the problem lies with your SIM card.
• Try your SIM in another handset to see if the problem lies with your handset.
• If the incorrect PIN has been entered 3 times, you are then given 10 attempts to enter your PUK (Personal Unblocking Key). If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.

For further assistance, please contact Customer Care.

You have the option of barring your handset (IMEI) or your SIM to prevent your mobile phone from being used.

Barring the SIM will stop all incoming and outgoing calls from your mobile phone number. Barring your handset will prevent the use of another SIM card in your phone.

As of the 15th September, 2003 intercarrier handset blocking has commenced. IMEI's reported to JUST will be registered and communicated to the other networks. This means that JUST will provide to all JUST customers, the option to prevent the mobile handset from being used on any network, this is in addition to SIM barring. However as a safety measure blocked handsets can still be used to dial emergency calls to 000 and 112.

To report your SIM or mobile lost or stolen please contact Customer Care. Please also request whether you would like to have the IMEI blocked.

Note: There is no charge to have your handset registered on the intercarrier handset blocking data base.

An IMEI number (International Mobile Equipment Identity) is your phone's serial number. Each mobile handset has its own unique IMEI number which is used to identify your handset.

It is a good idea to keep a record of your IMEI number in the event that your phone becomes lost or stolen. To view the IMEI number enter the code *#06#.

• If you hear "you have call barring activated", please contact Customer Care.
• If you see the message "check operator services" and have a Nokia mobile with the number 2 in the top left hand corner, this means you are calling from line 2 instead of line 1. To rectify this, simply press and hold down the # (hash) key to alternate back to line 1.
• If you make a call and "dead air" or no tone is heard, try switching the phone off and on (reset) and try calling again.
• Confirm that you have sufficient signal strength on the screen of your phone. The signal strength is usually located opposite the battery symbol.
• If signal strength is low, simply turn the phone off then on.
• If still no signal, turn phone off, remove SIM card, clean with lint free cloth, blow into SIM card holder then replace.
• If still no signal, perform a manual Network Selection. This option is found in the Menu of your phone, usually under Phone Settings.
• If still no signal, test your SIM card in another phone. This will determine whether the fault lies with the SIM card or handset.

When you are receiving an error message on your mobile when attempting to send an SMS message, you may need to check the following:

• Do you have enough signal strength on your mobile phone? Can you make voice calls? Check the signal strength to ensure that Network coverage is available.
• Attempt a manual reset. Turn the phone off, take the SIM out and gently wipe with a clean, dry, non static cloth. Replace SIM, turn the phone back on and try again.
• Try sending an SMS with your SIM in another phone. If you are successful in sending an SMS, it may be an issue with your handset, if it does not work and the following suggestions do not work you may have a faulty SIM.
• Try sending a test SMS to your own number - was it successful or unsuccessful? This will test your sending and receiving capabilities in one go.
• Is the message sending format set to Text or Standard? Confirm that the format is set to Text. This is found in Message Settings for most handset types. Please refer to your phone manual.

• Ensure that a voicemail box number has been activated on your account. Without a mail box number you will not be able to divert calls and store messages. You can submit your request via Customer Care.
• Have you recently received the new voicemail system? Please ensure you set-up the service first by dialling 121 from your mobile phone. Messages cannot be accessed without initial set-up.
• Have you changed your voicemail security code? Submit your request to re-set this code via Customer Care.

• The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. See "What is Calling Line Identification?".
• The call was an international call.
• The call was from a payphone.
• The number was overridden by a number entered by the caller.
• Some numbers, including 13, 1300, 1900 and emergency services numbers, will not be accepted as call return numbers.

• Ensure the SIM card is inserted properly and the right way round.
• Wipe the SIM card with a non abrasive material and re-insert.
• Try another battery as this can cure some instances of 'Insert SIM'.
• Try another SIM card to see if the problem lies with your SIM card.
• Try your SIM in another handset to see if the problem lies with your handset.
• If the incorrect PIN has been entered 3 times, you are then given 10 attempts to enter your PUK (Personal Unblocking Key). If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.

• The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. See "What is Calling Line Identification?".
• The call was an international call.
• The call was from a payphone.
• The number was overridden by a number entered by the caller.

Ensure you have the CLI facility active. See How do I activate/de-activate CLI on my mobile phone?". If the CLI facility is inactive your mobile number will not be displayed when making calls.

The person you are calling will not be able to see your number if you are calling internationally.

GPRS (General Packet Radio Service) delivers data at high-speed to mobile phones. It is this technology that allows fast and easy access to WAP sites. Practical data transmission rates are around 2.5kB/s to 5kB/s, comparable to a personal computer dial-up internet connection.

WAP (Wireless Application Protocol) is a mobile Internet technology that allows mobile phone access to certain Internet sites. WAP sites are Internet sites specifically created for mobile phones using text and graphics to fit the dimensions of your mobile phone screen.

Combining the two and you have WAP GPRS. WAP GPRS allows you the convenience of being on the move and still having access to a variety of News, Sports, Weather and Entertainment information to keep you up to date at any time of the day.

• Nokia: Press and hold down the "0" key or select "Services" from the main menu.
• Sony Ericsson: Select "Internet Services" from the main menu. Some phones also have an 'online' button on the side.
• Siemens: Select "Surf & Fun" from the main menu, then "Internet".
• Motorola: Scroll to and select "Web Access" from the main menu then "Browser" then "Launch".
• Panasonic: select "Start Browser" from the menu.
• For specific instructions on individual mobile phones, please refer to your mobile phone user manual or see the manufacturer's website.

• If you are downloading or transferring data at the time an incoming call is received it will be diverted to your voicemail, messaging service or a busy signal will be heard (whichever is applicable).
• If you are downloading or transferring data at the time and you wish to make an outgoing call you will need to disconnect from the browser before doing so.

1. Check your GPRS settings are still saved to your mobile phone, if not you will not be able to access this service.
2. You must be in a coverage area. This will be indicated by the coverage bars on your mobile phone.
3. To complete the activation of a new WAP GPRS service, you will need to turn your mobile phone off and then back on again.

Premium services are content or live advice services which can be accessed by making a phone call, by messaging (e.g. SMS) or via a data connection from your mobile phone. Premium services numbers usually start with 188X, 19X, 190X, or an international number, for example 0011.

Examples of premium services are sex services, psychic lines, weather services, voting lines for TV shows or competition lines, chat services or ring tones. Premium services can also include high school test result hot lines.

Proprietary network services such as Vodafone Live also offer access to premium data services. Examples of such premium services include news updates, sports or weather reports, ring tones or wallpaper.

• Flat rate - this is where you are charged a fixed amount for each call you make. It is a good idea to keep track of how many calls you make as the cost can quickly add up.
• Timed rate - this is where your calls are timed and charged at a rate per minute or per 30 second rate. A fixed set up or connection fee may also apply. Keeping track of how long you spend on the call will help to keep your costs to a minimum.
• By data volume - this is where you are charged according to the amount of data you download from or via a proprietary network.

You should 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, or how often you access these services, and how long they last. Costs can quickly add up, possibly creating financial difficulty where the cost of using premium services is unexpectedly greater than the amount you may have budgeted for.

Liability for cost
You are usually responsible for the cost of any calls made from your phone, including calls made by family and friends, even when made without your knowledge. There are a number of specific rules that relate to the provision of premium services aimed at ensuring that customers are fully informed about the price and content of the services. If these rules have been broken, JUST Mobile may not be able to ask you to pay for the service.

Note: If you are deaf or have a hearing or speech impairment and wish to make calls to premium service numbers via the National Relay Service, then you must have an account with Australian Communication Exchange (ACE) and you will be charged for the calls.

• Barring only 190 calls. This means all calls to 190 numbers are barred permanently. This is the default setting on all new JUST Mobile accounts. It is not possible to remove this bar.

  Please note that we are unable to bar your SIM card from sending or receiving premium text messages from 190 numbers.

• Barring access to proprietary networks: This means all access to all data services can be barred at your request.
• Barring all calls: This means all national, international, calls to mobiles and calls to 190 numbers are barred permanently.

Please contact one of our customer service representatives via email to discuss your barring options. You can also remove a bar by contacting us.

Concerned about your use of premium services?
To discuss any concerns you have about premium services and/or the costs you have incurred, please contact us via email.

If we are unable to resolve this matter you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about telephone and internet services.

Freecall: 1800 062 058
Freefax: 1800 630 614
TTY 1800 675 692
Translator and Interpreter Service: 131 450
Email: tio@tio.com.au

If you have a complaint about the content of a 190 service you can contact the Telephone Information Services Standards Council (TISSC). TISSC investigates complaints about message content and advertising of 190 premium services.

Phone: 1300 139 955
Fax: (02) 9211 4447
Email: tissc@tissc.com.au

You can also contact the Australian Communications and Media Authority (ACMA) for information on telecommunications issues. The ACMA is a Commonwealth government agency responsible for regulating the telecommunications industry.

For calls from Melbourne: (03) 9963 6988
For calls outside Melbourne: 1300 850 115
Fax: (03) 9963 6989