Frequently Asked Questions

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Think Swift Voicemail

• Q. How do I setup my Voicemail?
• A. 1. Dial 121;
  2. You will be asked to choose a personal security code (please make sure it is not a sequential number like 1234, or a repeated number like 9999);
  3. Record your name, to be used in the standard greeting that callers to your voicemail will hear;
  4. Record a personal greeting;
  5. Select your time zone (eg. NSW or QLD).
  
  If you have not set up voicemail, you will be prompted to do so the first time you use it.
• Q. How do I set up a Personal Greeting?
• A. Don’t you hate it when someone calls you but doesn’t leave a message? Your callers are much more likely to leave you a message if they hear your voice. If you have not already done so, personalise your voicemail greeting by following these steps:
  
  1. Dial 121;
  2. Press the ‘*’ (star) key to go to the main menu;
  3. Press 3 to change your personal preferences;
  4. Press 1 to change your greeting, and then follow the prompts.
• Q. How do I listen to my messages?
• A. There are two ways of accessing your voicemail messages:
  
  Ring Alert: Your voicemail service will call you when you have new messages, and automatically play them to you. Dial 1219 to set your voicemail to Ring Alert.
  
  SMS Alert: Your voicemail service will alert you to new messages with an SMS alert. When convenient, you can dial 121 to listen to your new voicemail messages. Dial 1218 to set your voicemail to SMS Alert.
  
  When you first connect to Think Mobile, your voicemail will be set to SMS Alert. While listening to messages you can skip to the next message by pressing the ‘#’ key. You can also save messages by pressing 2, or delete them by pressing 3.
• Q. How do I retrieve my messages from another phone?
• A. If you are unable to access voicemail from your mobile phone, you can use any other fixed or mobile phone to access your messages.
  Dial 0414 121 121 in Australia (or +61 414 121 121 if you are overseas) and follow the prompts.
  Make sure you have your personal security code handy.
• Q. What does it cost to use voicemail?
• A.

  You won’t be charged a thing when somebody leaves a message and you are only charged the standard call rate when you dial 121 to check your messages, or if you set up the Ring Alert option, when the voicemail message is delivered to you.

  Quick Tips:

  • Dial 0 to use call return rather than having to dial the caller’s return number.
  • To skip to the next message press the ‘#’ key.
  • To get to the main menu press the ‘*’ key.

SMS

• Q. How do I send a text message?
• A. 1. Select ‘Messages’ or ‘Mail’ on your mobile phone;
  2. Select ‘Write’ or ‘Send Message’;
  3. Enter your message — up to 160 characters — using your mobile phone keypad;
  4. Press ‘End’ or ‘Yes’;
  5. Enter the mobile number of the person to whom you are sending the message.
  For overseas numbers, you must include 0011 & country code & number or the ‘+’ symbol & country code & number;
  6. Select ‘OK’ or ‘Yes’. You will only be charged for the text messages you send.
  
  You will only be charged for the text messages you send. You will not be charged for the text messages you receive.

Connecting to Think Mobile

• Q. Can I bring my existing number to Think Mobile?
• A. Yes! It is possible for you to bring your existing mobile phone number from another network to Think Mobile. This is referred to as ‘porting your number’. Please advise the Customer Care Representative when connecting by phone or if connecting on the Think Mobile website you will need to enter the details when prompted.
• Q. Why do I need proof of ID?
• A. When connecting to Think Mobile a credit check is processed. Depending on the results we may require proof of any recent change of details, such as change of address, updated Driver’s Licence or change of name. The Australian Government also requires that all persons establishing a mobile phone account are to be properly identified.
  
  If you are connecting on a handset payment plan, you will be required to provide 100 points of identification. This can be e-mailed to mail@thinkmobile.com.au , faxed to 1300 4 THINK, or sent to Locked Bag 100, Southport 4215, QLD. Below is a description of the identification that Think Mobile accepts:
  
  
  

  Identification	Points
  Copy of Applicant Driver's License (Front & Back)	60
  Copy of Applicant's Passport with current address	60
  Fire Arms License	60
  Police/Armed Forces ID with current address	60
  Boating Photo License with current address	60
  Blind Citizens ID Card	60
  Pensioner's Card	40
  Proof of Age	40
  Blue Card – Children Work	40
  Company Letterhead or Purchase Order signed by Director/Owner (if business)	20
  Company's or Director/Owner's Credit Card (Front & Back)	20
  Applicant's Medicare Card	20
  International Student Card	20
  Credit Card	20
  Healthcare card (MBF/HCF, etc…)	20
  Utility Bill	20

  
  
  
• Q. Why do I need to agree to a credit check?
• A.

  In order to prevent any fraudulent activity and to minimize the possibility of identity theft, it is our policy to view ID and process a credit check on every applicant. Please note: Think Mobile reserves the right to request additional information and/or identification from individuals to support their application for a mobile phone service.
   

• Q. Will I need a new SIM card when connecting to Think Mobile?
• A.

  Yes, Think Mobile will supply you with a new Classic SIM or Swift SIM to enable you to connect to our service.

• Q. Do I need to disconnect from my current service provider?
• A.

  If you would like to keep your current number, you will need to keep your service connected with your existing service provider to allow this number to be ported over to Think Mobile. You will need to provide the porting details online or advise our Customer Care Team to connect your existing number to Think Mobile. There is no charge to transfer your existing number to Think Mobile but there may be costs and obligations associated with disconnecting from your existing service provider.

Billing

• Q. My first bill does not look right, what are these charges?
• A. The first invoice you receive from Think Mobile will most likely be covering a period of two billing cycles. Depending on the day you connect to Think Mobile, the access fee will be in pro-rata for the first billing period. This means that when you receive the first bill, you will only pay the access fee for the length of time you were connected in the first bill cycle, and a percentage of the discounts applicable over the length of the connected time. Also you will see a full access fee charge for the next billing cycle, as access fees are charged in advance. All usage is charged in arrears.
• Q. How can I check my current un-invoiced usage?
• A. Think Mobile provides customers with access to current un-invoiced call usage on the Selfcare Site on the Think Mobile Website. The call records displayed are from the first day of the current bill cycle up to the last 48hr period. Some call records may be delayed due to specific network interruptions or delays.
• Q. Why didn’t I get my SMS notification of my Simple 12 Control Limit?
• A. •    Call records are loaded into the Think Mobile billing system in a 24hr to 48hr period. If the last call records received on the account were below the notification threshold ($25 on a Control 30, $40 on a Control 50 or $75 on a Control 100) no SMS is triggered. If the next call records received bring the account balance¹ not only above the notification levels, but also the control limit ($30, $50 or $100), the account will override the notification SMS and trigger the automatic barring.
  
  •    If a text message notification has been sent out previously and the account has received a small payment that does not bring the account balance¹ below the warning threshold ($25 on a Control 30, $40 on a Control 50 or $75 on a Control 100), then additional warning text messages will not be sent until additional payments are made to bring the balance below the notification threshold.
• Q. How can I make a payment?
• A. Think Mobile Connection Packs and Handset purchase costs are to be paid by credit card when
  the initial connection is made. Other ongoing payments can be made at Australia Post, by B-Pay
  (24hour delay), online at Think Mobile Selfcare or by calling the call centre.
• Q. Can my phone be used overseas?
• A. The Think Mobile Service can roam in most countries. Overseas charges when roaming can be very high and your normal call rates do not apply. You will also be charged high rates to receive both incoming calls and SMS whilst roaming. Please contact the Customer Care team on 1300 2 THINK for a country listing and approximate call rates.
• Q. Do my included calls roll over to the next month?
• A. No. Each month has an allocation of included calls and if they are not used, the included calls do not roll over to the next month.

Quick Tips

• Q. My phone cannot make a phone call, what could be wrong?
• A. •    Sometimes phones can ‘fall asleep’ on the network if they are not switched off regularly. Switch your handset off and leave it for 2 minutes. Once you turn it back on again, it will manually re-locate the network.
  
  •    There may be a build up of dust inside the handset blocking the SIM card from making contact with the handset. Switch the handset off and remove the battery from the back of the handset. Take the SIM card out and gently wipe both the SIM card and the interior of the handset with a dry soft cloth. Do not use any liquid cleaners. Replace both the SIM and the battery in their correct locations and switch the handset on again.
  
  •    Check if there is a number ‘2’ on the display screen of the handset. This means that you have accidentally selected ‘line 2’ on the handset. This line is a separate access line for communication other than voice signals. To place all calls on the correct line, press and hold down the ‘#’ key on the keypad. There will be a message confirming that the line has been changed, and the number ‘2’ will no longer be displayed on the screen.
• Q. What does the message ‘Enter PUK code’ mean?
• A. This message means that the wrong PIN number was entered incorrectly 3 times in a row. To unblock the mobile handset please contact Customer Care on 1300 2THINK to retrieve your individual PUK (Personal Unblocking Code).

Technical

• Q. What does ‘locked mobile’ mean?
• A.

  Some telecommunications providers will “lock” their handsets to their own network. This means that your mobile can only be used on the network your handset was purchased from. If you place another network provider’s SIM in the handset you will see an error message on the screen. If your handset is “network locked”, you will need to contact the original provider you purchased the handset from to get an unlock code, they may charge a fee to unlock the handset. Think Mobile does not lock handsets.

• Q. How do I tell if my mobile is locked to a particular network?
• A.

  Most providers’ will place a network lock on their handsets, unless specified it is “unlocked”. The only way to find out if your handset is locked to a particular network is to try another network SIM in the handset or check with the provider you purchased your handset from. If your handset is “network locked”, you will need to contact the provider you purchased the handset from to get an unlock code, they may charge a fee to unlock the handset.