The University uses Telstra as our corporate carrier. All ANU mobile devices such as handset, tablets, laptops and wifi devices, should be connected to the Telstra network on the appropriate Telstra corporate plan.
Note: All ANU devices must be password protected to ensure that any information on the device is not accessible if the device is lost.
SIM Card Activation & Deactivation
To activate or deactivate a SIM Card, submit a ticket via the Service Desk Portal.
Changing Ownership of a Mobile Service
If you are joining or leaving the ANU and wish toy retain your mobile phone number, submit a ticket with the Service Desk Portal.
ITS will need to transfer ownership of the mobile phone number to the ANU corporate account if you are joining the University.
If you are leaving the University, and wish to retain your mobile phone number it will need to be transferred to your personal account in partnership with Telstra. Once the service has been transferred, you can change the plan with Telstra to something more suitable or you can transfer the service to another carrier without incurring any Eligible Termination Charges (ETCs). To arrange this submit a ticket via the Service Desk Portal.
Note: ITS will not transfer a mobile service directly to another company.
If you are leaving the ANU and are using an ANU issued iPhone and it is linked to your personal iTunes account, it will need to be restored to factory settings before you hand it back.
Requesting a Device
Any requests to purchase a new mobile device or to make changes to an existing service, will require a request to be submitted via the Service Desk Portal, along with written approval from your financial delegate and valid charge code.
Your iPhone (or iPad) will come preconfigured through the EMM, you will just need to log into it.
Performing data backups to iCloud for any mobile device is the responsibility of the user. If you require assistance, please log a ticket through the Service Desk Portal.
If you have lost your mobile device, you need to have the service suspended as soon as possible. For out of business hours call Telstra on 1800 730062 and select option 3, option 2 and ask them to suspend the service. You should advise your supervisor of the lost device as soon as possible and advise them when the service has been suspended.
If your device is under warranty ITS will organise for its replacement. If your device is not under warranty you will need to go to a shop front/kiosk and resolve the fault yourself.
Devices that have been wet or dropped are not covered by warranty. Typical costs for repair to a new iPhone or Samsung Galaxy are approx. $500+ and can take a week or more to be returned. Any repair costs will be charged to your work area.
Replacement devices whilst handsets are under repair are not supplied by the University.
Quick ways to resolve the fault
If you are experiencing problems with your device there are several simple steps that you can do before you log a fault.
Turn the power off then back on again. This should be done periodically.
Reset network settings.
Restore your device to factory default. Make sure you have backed up your device first.
The following web link for mobile support provides an interactive guide for smart phones, mobiles, and tablets. Just choose your device to learn how to set up email, organise contacts, access the internet, get help with messaging and apps, and much more.
If none of these steps fix your problem, submit a ticket with the Service Desk Portal and include the following details:
Device make and model;
Mobile number; and
Note: The IMEI number can be found by Dialling *#06# on the mobile phone.
If you intend to travel overseas and you are taking an ANU mobile device with you, please ensure that your plan has international roaming. You can call or raise a ticket via the Service Desk Portal if you are unsure of your mobile phone plan inclusions.
Enterprise Mobility Management (EMM)
An Enterprise Mobility Management (EMM) system has been introduced by the University to provide centralised management of University-provisioned devices including phones and tablets.
For more information, refer to the EMM FAQ page.
Mobile Voice and Data Plans
The University has a contract for mobile voice and data services under the Government’s Digital Transformation Agency’s, Whole of Government Telecommunications Panel.
All plans are month to month with no early termination fees if a service is disconnected.
All plans include; Unlimited standard local, national, and mobile calls within Australia, Unlimited standard SMS/MMS within Australia, Unlimited MessageBank® (diversions & retrievals) within Australia.
You can select one of the following voice plans for your mobile handset.
Adaptive Mobility on Demand Plan - $2 per month + $1 per day when used.
Charge triggered through use of voice, text, or data. When triggered, the plan includes 100MB unshared data per day. Then $1 per each additional 100MB block of data used within a day. Any unused data expires daily.
Mobility Voice Plan - $15 per month
No data is included in this plan, however, an optional $3 per month will provide 100MB and access to the Shareable Data Plan (see notes).
Adaptive Mobility Entry Voice Plan - $35 per month
Includes 10GB shareable data.
Adaptive Mobility Enhanced Voice Plan - $61 per month
Includes 100GB shareable data, plus International Calling Pack Zone 1 (see Telstra website for current list of Zone 1 countries).
Adaptive Mobility Epic Voice Plan - $73 per month
Includes 150GB shareable data, plus International Calls and SMS Pack – Premium (all countries).
Adaptive Mobility Executive Voice Plan - $118 per month
Includes 200GB shareable data, International Calls and SMS Pack – Premium (all countries), plus International Roaming month pass when triggered by overseas usage including 4GB/month data.
Mobile Data Plans
Adaptive Mobility Broadband Essentials Plan - $19 per month
Provides access to the network and 15GB per month shareable data plan.
All mobile tablets, Wi-Fi and laptop devices will be placed on the $19, 15GB per month data plan.
For high data users two other plans are available.
Adaptive Mobility Broadband Enhanced Plan - $33 per month, 40GB
Adaptive Mobility Broadband Epic Plan - $48 per month, 80GB
Shareable Data: Each Mobile and MBB user’s included plan data contributes to the Adaptive Shared Data Pool at the account level and can be used by any other mobile or MBB users on the same billing account. Sharable data is for use within Australia. When the total shared data pool has been used, the speeds of all data plans will be capped at 1.5Mbps for the remainder of the billing period. In addition there is a 300GB limit per service.
The Shareable Data plan is monitored and services that regular exceed their data limit will be moved, to a suitable higher plan.
The unused data allowance expires monthly.
The Telstra 24/7 app will allow you to see how much 4G data you've used during the billing period. You will need to turn wireless off for the 24/7 app to work. Make sure you turn wifi back on again when you've finished.