FAQs
Mobile and Wireless Data

• Do you have retail outlets?
  
  No. Macquarie Telecom specialises in customised and specialised communication solutions. Let us come to you
  
  
• What network do you use?
  
  Macquarie Telecom is able to combine two networks to maximise the coverage for its customers: the Vodafone Australia GSM network, and the Telstra GSM network. All for the one price!
  
  
• What's the difference between your rate plans?
  
  Every customer has a different mix of call traffic, depending on the nature of their business' operations. For example, a courier company may spend more on calling back to their offices than a manufacturing business would. At Macquarie Telecom, we recognise that different businesses have different pricing needs. So, we have a range of rate plans to choose from. Ask a Macquarie Telecom consultant to analyse your traffic patterns today.
  
  
• Why is a mobile-to-mobile call cheaper than mobile to fixed?
  
  Typically a Mobile to Fixed call will involve an interconnect across multiple providers. It also will involve more switching technology creating a different cost base. A mobile to mobile that stays on the one network will utilise less infrastructure, and can therefore be offered at a cheaper rate.
  
  

FleetView

• Do I have to take FleetView?
  
  Absolutely not. Nothing is compulsory. If you don't request FleetView, your business will not be charged for it.
  
  
• Why does FleetView not match my bill?
  
  Not all traffic is capable of being fed into FleetView in real time. This can mean that when you check your records in FleetView, not all the traffic may be present and lead to minor differences at times. FleetView is a traffic management and reporting system only. Due to many other technical reasons FleetView cannot be guaranteed to represent 100% accuracy at any given time. Although, on average, FleetView reconciles to within 2% of the monthly Macquarie Telecom invoice by the time the bill run is completed.
  
  
• Do we have to use profiles through FleetView?
  
  Absolutely not. The traffic management profiles need only be implemented to the level that each customer wishes. Each customer can choose whether to set any restrictions at all, set restrictions only for certain types of users, or even create personal restrictions of particular users. The choice is yours – it's your call how far you like to go.
  
  
• Who sets up user profiles in FleetView, Macquarie Telecom or the client?
  
  You do! Macquarie Telecom consultants can assist in offering advice on how to use the profiles to lower the business bill. However, the choices are completely controlled by the account administrator within each customer.
• White lists and black lists - what are they?
  
  FleetView enables customers to set certain restrictions on the types of calls that can be made, or not made. For example by white listing certain numbers, these numbers are the only numbers that can be charged to the business account. All other numbers will automatically be charged to the personal prepaid account of the user. On the other hand, black listing phone numbers, sets a list of phone numbers that cannot be charged to the business account. For example, this can be used to allow users to call international numbers on their personal prepaid account, but prevent the calls from ever being charged to your business.
  
  
• Why can't I split SMS costs between business and personal?
  
  Not all traffic is fed into FleetView in real time. SMS's only appear in FleetView each hour. This means that the SMS traffic cannot easily be split between business and personal accounts.
  
  
• Why are Global Roaming calls not real-time on FleetView?
  
  Not all traffic is fed into FleetView in real time. Global Roaming partners don't necessarily have their networks linked with other global partners. Typically, every 48 hours global operators share their call details with each other. Only at this time can the call details can be fed into FleetView. For this reason, all Global Roaming charges must also be charged to the business account.
  
  
• How can I see my personal calls on line if the company only sees the business calls?
  
  FleetView enables two different login types: Personal and Administrator. Each individual user is provided a unique login and password in their welcome pack, which creates private access to the records relating to the individual's personal account. The Administrator login cannot see personal traffic.
  
  
• What happens if a call goes from business time into personal time?
  
  If the call commenced during business hours, the charges for the duration of the whole call remain on the business account. It is the time that the call is established that defines which account it charges to.
  
  

How easy is it to change and ongoing maintenance

• What is my current plan?
  
  To view which plan you're on, login to FleetView and click on the View Tariff tab. Otherwise, call Macquarie Assist on 1800 789 999 (option 3).
  
  
• Can I use my existing handset?
  
  Absolutely, as long as it is compatible with the type of network connection you have bought (i.e.. GSM or 3G). Be aware though, as phones age they can experience degradation in network performance. To find out more, please speak to a Macquarie Telecom consultant.
  
  
• How does transition work and how long does it take?
  
  Transitions of mobile fleets typically involve 3 steps: gathering the information and location of all the phone numbers; dispatching SIM cards and welcome packs to each user; porting the numbers across from the previous mobile provider. Macquarie Telecom provides access to experienced project managers to each of its customers (regardless of size) to assist in the process.
  
  
• What after sales support do you offer: (what after sales service can I expect?)
  
  Macquarie Telecom operates a specialist mobility call centre that can attend to most enquiries on your first call. Simply call 1800 789 999 (option 3). The service is open 24 hours, although more complex enquiries may need to wait until the next business day. The Macquarie Telecom “accountable house” account management model is also market leading. At Macquarie, each of our customers receives an account manager. To find out more, please contact a Macquarie Telecom consultant today.
  
  
• Does my phone number change?
  
  Macquarie Telecom can arrange for the same number to be kept as per your provider to minimise disruption to your business.
  
  
• What handsets are on offer?
  
  Macquarie Telecom offers Nokia, O2, iMate and Motorola as its preferred handsets.
  
  
• Why do I have to get a new SIM?
  
  SIM's are the “DNA” of each mobile service. Therefore, in order to identify the user, and recognise the provider, a unique SIM is required. It is this SIM that determines the services available to the user (eg. FleetView, Global Roaming) and the pricing for each user.
  
  
• How can I move my contact details from my SIM on my old phone?
  
  For most handsets you can save your SIM contacts from the card onto the in-built memory of the phone. Once you have done this, you can remove the old SIM from the phone and replace it with the new SIM. Now you can save the contacts once again – but this time from phone's memory back onto the SIM. If you are having troubles with this, please speak to a Macquarie Telecom consultant about SIM management tools to assist.
  
  
• How do you repair phones if broken? Lead times?
  
  Please contact Macquarie Assist on 1800 789 999 (option 3). They will advise you of the most applicable repair centre to contact. Macquarie Assist is more than happy to provide proof of purchase details for hardware purchased from Macquarie Telecom, which may be useful in warranty claims.
  
  
• How do I purchase additional handsets?
  
  Contact your administrator. A range of Nokia, O2, iMate and Motorola hardware and their major accessories are available online in FleetView under the Administrator login.
  
  
• How do I get a user manual for my phone?
  
  Please visit the handset manufacturer's website to download user manuals free of charge.
  
  
• How long does it take to order a new SIM?
  
  A SIM would typically be delivered to your door within 3 working days.
  
  
• How do I setup my mobile/GPRS?
  
  To enable GPRS, your company's administrator can call Macquarie Assist on 1800 789 999 (option 3) to have GPRS activated.
  
  

General

• Why is International Roaming so expensive?
  
  Charges from international carriers define the Global Roaming costs. The process of capturing the information and rebilling across multiple countries, combined with exchange rate considerations make Global Roaming expensive for all users around the world, regardless of the mobile provider they use.
  
  
• How do I use my phone overseas and access voice mail?
  
  Macquarie Telecom's GSM services feature Global Roaming and access the world's largest Global Roaming network – Vodafone World. To use your phone overseas, your company administrator can call Macquarie Assist on 1800 789 999 (option 3) to have Global Roaming activated prior to your departure. When you arrive in your foreign destination, simply turn your phone on, and the local network will be detected. In most countries, your normal Macquarie Telecom features such as Voicemail Retrieval using 121 will work. In those where the basic functions aren't compatible, the local network will send an SMS advising of the basic functions required whilst in that country.
  
  
• Can I get a satellite phone; what are the charges; can I keep my original phone number?
  
  Yes. Macquarie Telecom's satellite product covers 100% of Australia (whilst outdoors) and its maritime waters. The charges can be found on the Macquarie Standard Price List. Satellite connections are a premium service. Macquarie Telecom can provide a satellite-enabled handset upon request. Yes, you can keep you own phone number. Just plug your Macquarie Telecom SIM card into the satellite handset, and you can you the device on GSM or Satellite mode. Your phone number stays the same regardless of the mode you are in.
  
  

Family and Friends - Prepaid solutions

• Explain prepaid solutions?
  
  Prepaid services operate by topping up an account balance with a credit card prior to the phone calls being made. The advantage of prepaid services is that you cannot overspend – you can only spend up to what you already paid for. Prepaid solutions can also be used to remove personal traffic for a business account. Ask to speak to a Macquarie Telecom consultant to see how much of your business account is being incurred after hours and on weekends.
  
  
• How do I sign up for Family & Friends?
   

  We are happy to extend the mobile rates businesses enjoy to our customers staff, family and friends. This means you can enjoy substantial savings on your mobile bills.

  Please note that you will need a Customer Reference Number to complete the registration form. You can sign up by registering here.

• Can we do automatic prepaid top up?
  
  No this feature is not available.