Frequently Asked Questions
Network
Which network delivers the Westnet Mobile service?
Westnet uses the Optus Dual Band 3G Mobile Network. Mobile phone coverage on this network is available to 96% of the Australian population.
Will I still be a Westnet customer?
Absolutely! All your customer support and inquiries will be direct with Westnet.
How do I find out if I'm in an area supported by Westnet Mobile?
Westnet mobile is delivered using the Optus mobile network which covers 96% of Australia's population. To check if your area is within the coverage area, simply click here or call us on 13 19 60.
Note: This coverage area can very depending on which mobile handset you use. For example, to be able to use 3G, you need a 3G compatible handset (See "Is my current mobile handset compatible with a Westnet SIM?"), be in a 3G coverage area and have a 3G signal. Otherwise, you may only receive 2G coverage (which is slower and does not support video calling or high speed internet access).
How accurate is this check to see if Westnet Mobile will be available in my area?
There are many factors which can affect availability, so we can't guarantee 100% coverage in a location. Distance from mobile towers, local interference, customer equipment and network congestion can all affect the quality of the signal received at a particular location.
Hardware
What hardware does Westnet Mobile provide?
Westnet mobile plans are SIM only, so you'll need to provide your own handset. Please consider that some networks may lock a handset to their particular network. To check if your handset is locked, please contact your existing provider.
Do you provide SIMs or Micro SIMs?
Westnet can provide a regular SIM or a micro SIM depending on what your device requires.
How much is the setup?
There is a $25 upfront SIM fee when you signup for Westnet Mobile. This is the same for either a regular SIM or a micro SIM.
What is a micro SIM?
As the name suggests, these SIM cards are smaller than the regular SIM cards and are only used for compatible devices. These devices include the Apple iPhone4 and Apple iPad.
How do I know if I need a regular SIM or a microSIM?
To check if your mobile handset requires a micro SIM, please check your product's user guide or contact the manufacturer.
I already have a SIM with another provider, do I need a Westnet SIM?
Yes, you'll need a new Westnet SIM to use the Westnet mobile service.
Is my current mobile handset compatible with a Westnet SIM?
Westnet Mobile SIMs will work in unlocked handsets meeting the requirements for use with the Australian 2G or 3G network.
For those tech-heads, your phone will need to support the 900Mhz and 1800Mhz frequency for 2G coverage and 2100Mhz for 3G. Your phone may support multiple frequencies so check your user guide for more information.
If you need help getting a Westnet Mobile SIM working with your handset, call our friendly Support Team on 1300 786 068.
Will my 2G handset work?
Yes, but only in 2G coverage areas. To check coverage, click here
Does Westnet support Blackberry Enterprise Server (BES) or Blackberry Internet Service (BIS)?
No. These Blackberry services require arrangements between the customer, Westnet, Optus and RIM (the makers of Blackberry) which have not been developed as yet. We know that many of our customers have Blackberrys, so we hope to make this service available during 2011. Stay tuned.
Will the Blackberry phone work with the Westnet SIM?
Yes. You will be able to make and receive calls and SMS, but Blackberry specific services such as Blackberry Internet, Blackberry messenger and Blackberry email are not supported (yet).
Accounts, Billing & Usage
Can I sign up to Westnet Mobile without having any other Westnet services?
No. To be eligible for a Westnet Mobile service you must have a Westnet residential internet access service such as Broadband, Fibre, Mobile Broadband, Satellite, or Dialup.
To sign up to one of these internet access services, simply head to our Signup page.
What if I cancel my internet service with Westnet?
Westnet Mobile service is directly linked your internet access service and the My Account application. Because of this, you cannot continue your Westnet Mobile service if you cancel your existing internet access service.
Will I be able track my usage on the service?
Yes. MyAccount will have all of the information about your usage and plan allowances, Please note that data and call usage may be delayed by up to 48 hours. International roaming charges may exceed this timeframe taking up to 90 days to be recorded.
Can I change plans?
Yes, you can move up or down the plan range at any time via MyAccount for no additional fee. The change will take effect within 24 hours. We will calculate pro-rata charges from your old plan to your new plan, which will show as adjustments on your next bill.
Will 'shaping' be available with the service?
No, once the included data allowance in your plan is reached, excess data will be charged at 20c/MB (charged in 1 kilobyte increments).
Will I be notified before I exceed my included value limit?
Yes. We will notify you by email and SMS as you approach your included value limit, and when additional call and data charges begin. Please consider that all notifications are subject to a 48 hour delay in call or data reporting. International roaming charges may exceed this timeframe taking up to 90 days to be recorded.
Features not included in your plan value, like international roaming and international calls are subject to a default $200 limit. This amount can be altered to an amount that better suits your usage needs, by calling us on 1300 786 068. If your monthly spend reaches the limit and you have not contacted us, your service will be restricted. Westnet will also advise you after reaching $50, $100 and $150 of excess charges via e-mail. Please note that there can be up to a 48 hour delay in notification. Record of international roaming call or data usage and subsequent notifications may be delayed by up to 90 days due to lag between foreign carriers and iiNet/Westnet.
Tell me about billing - how is the invoice sent?
Invoices are available electronically from MyAccount and are emailed each month. Your invoice will contain charges for all of your services. Your monthly plan will be charged in advance, with any excess calls or data usage will be charged in arrears.
Our mobile plans are charged on a calendar monthly basis. This means that if you are on the $10 plan, you will have $150 call value and 200MB data transfers to use between the 1st of the month and the last day of the month.
Please note: When activating a new mobile service, you are charged a pro-rata fee to bring you in line with the end of the current calendar month. If you activate half-way through the month, you will only be charged 50% of the monthly access fee. As you are only charged 50% of the monthly access fee, you will also be given 50% of the included call and data value. For example, if you activate the service on the 10th of December, you will be charged 21 days worth of access fees for the month of December. As you are only being charged a partial month, you will also get a partial month in call and data usage (21 days worth of calls and data, in this instance).
Am I locked into a contract on my Westnet Mobile plan?
No. There are no contracts associated with your Westnet mobile service, but you may have a contract associated with your Westnet broadband or other Westnet service.
What happens with my monthly access fee upon activation of Westnet Mobile?
Once your new SIM card goes active with your Westnet mobile voice service, you will be charged a pro-rata fee of your monthly amount to the end of the current calendar month. For example, if you activate the service on the 10th of December, you will be charged 21 days worth of access fees for the month of December. As you are only being charged a partial month, you will also get a partial month in call and data usage (21 days worth of calls and data, in this instance).
What is included and excluded from my monthly allowance?
For a full list of what is included and excluded in your monthly allowance, click here.
Are 1800, 1300 and 13 phone numbers included in my monthly included call value?
Yes. Calls made to 13/1300/1800 numbers are covered by the included call and text value. Standard call rates apply.
How is data charged?
Data charges are in increments of 1 kilobyte. We count both uploads and downloads.
How do I setup International Roaming?
This feature can be activated through MyAccount. Please note that all calls and data usage overseas (including social networking) are not included in your quota and additional charges will apply. For a full list of international roaming fees, click here.
How long will it take for my service to become active?
When you receive your new SIM you will need to login to MyAccount to activate your SIM. If you are taking up a new mobile number, your activation should occur between 2 to 72 hours after you click "activate" in MyAccount.
If you are porting an existing mobile number, the porting process is dependent on the service provider you are moving from. This porting process can take between 2 to 72 hours.
How will I know when my service is active?
If you are activating a new number you will know when your SIM is active when it displays 'iiNet' on your handset. The signal strength indicator on your phone should also show you have coverage (provided you are in a coverage area).
If you are porting an existing mobile number you will know the porting process is complete when your existing service ceases to work. At this point you should insert your new Westnet Mobile SIM into your device, and this service should be active.
If you have any questions about this process, please contact our support team on 1300 786 068.
I have activated my sim via MyAccount and waited 48 hours and I still have a "No Service" Message on my mobile device how do I fix this?
This will usually be rectified if you turn your device off, then on again. If this doesn't fix the problem, please call us on 1300 786 068.
Are Westnet to Westnet calls free?
Particular plans do have call iiNet mobile to iiNet mobile call allowances. Once this allowance has been used, calls are charged at the standard mobile rate. Plans without this allowance charge iiNet mobile to mobile calls at the standard mobile rate.
How do I change the settings for my mobile service?
This can be done by logging into MyAccount. From here, you will be able to see and modify all the features active on your service.
What are my APN Settings for my Mobile service?
If you are using an Apple iPhone, the setting is "yesinternet". For other devices it is "internet".
Refer to your phone user guide on instructions on how to enter this setting.
Can I tether my phone?
Yes. By default, all Westnet mobile plans have this feature turned on, so if you have an Apple iPhone or similar device you should be able to use this feature straight away.
Tethering allows smart phones like the Apple iPhone to act as a modem for your computer or other device to access the Internet.
Keep in mind that when tethering, the data used is counted as part of your monthly mobile data allowance. It's a good idea to keep an eye on how much you're downloading to avoid excessive charges.
