Mobile devices

UPDATED 11 MARCH 2026

The University has a contract for mobile voice and data services under the Australian Government’s Digital Transformation Agency Whole of Government Telecommunications Panel.

All plans are month to month unless otherwise specified. 

Please note: All ANU devices must be password protected to ensure that University information remains secure if a device is lost or stolen.

SIM card activation & deactivation

To activate or deactivate a SIM Card, submit a ticket via the ANUConnect portal.

Changing ownership of a mobile service

If you are joining ANU

If you wish to retain your existing mobile number, submit a ticket through the ANUConnect portal.

ITS will arrange to transfer your number to the ANU corporate account.

If you are leaving ANU

If you wish to keep your mobile number:

1. ITS will transfer the service to your personal Telstra account.
2. Once transferred, you may change plans with Telstra or move the service to another carrier without incurring early termination charges.
3. Submit a request through ANUConnect to start this process.

Note: ITS cannot transfer an ANU mobile service directly to another company.

Important: If you are returning an ANU‑issued iPhone linked to your personal Apple ID, you must restore it to factory settings before returning it.

Requesting a device or service change

All requests to purchase a new mobile device or modify an existing service must be lodged via ANUConnect, and must include:

• written approval from your financial delegate, and
• a valid charge code.

iPhones/iPads are delivered pre‑configured via the University's Enterprise Mobility Management (EMM) system—you simply need to sign in.

Data backups (e.g., iCloud) are the responsibility of the user. If you need assistance, log a ticket via ANUConnect.

Lost devices

If your device is lost:

1. Suspend the service immediately.
   • After hours, call Telstra on 1800 730 062, select option 3, then option 2.
2. Notify your supervisor as soon as possible, including confirmation that the service has been suspended.

Faults & repairs

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 approximately $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.

Telstra 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 ANUConnect portal and include the following details:

• Device make and model;
• Mobile number; and
• IMEI number.

Note: The IMEI number can be found by dialling *#06# on the mobile phone.

International travel

In-warranty devices

ITS will organise a replacement if the device is still under warranty.

Out‑of‑warranty devices

You will need to visit a Telstra or manufacturer service centre to arrange repairs yourself.

• Physical damage (e.g., drops, liquid damage) is not covered by warranty.
• Typical repair costs for modern iPhones or Samsung Galaxy devices start around $500+, with turnaround times of one week or more.
• Repair costs are charged to your work area.

Note: Replacement devices are not supplied while yours is being repaired.

Before logging a fault, try these quick fixes

• Restart the device.
• Reset network settings.
• Restore to factory settings (ensure you have a backup first).

An interactive mobile support guide is available online to assist with setup, email, contacts, messaging, apps, and more.

If the issue persists, submit an ANUConnect ticket and include:

• device make and model
• mobile number
• IMEI (dial *#06# to display).

International travel

If travelling overseas with an ANU mobile device, ensure your plan includes international roaming. If uncertain, contact the ANU Service Desk or submit a ticket through ANUConnect.

Enterprise mobility management (EMM)

The University uses EMM for centralised management of ANU‑provisioned phones and tablets. Refer to the EMM FAQs for more information.

Mobile plans

1. Mobile plans (for mobile phones)

Adaptive Mobility Entry Voice Plan – $60/month (currently on promotion for $35/month)

• Includes 10GB shareable data
• Unlimited standard local, national, and mobile calls within Australia
• Unlimited SMS/MMS and MessageBank within Australia

2. Data-Only Plan (for tablets, iPads, Wi-Fi or laptop devices)

Adaptive Mobility Broadband Essentials Plan – $23/month

• Includes 15GB shareable data

3. Satellite Plan

Satellite Plan – $62/month

• Pay-as-you-go calls and texts
• Dial-up data compatible
• $1.50 per minute calls to standard Australian numbers
• Suitable for users requiring satellite connectivity 

Please contact us if you require this option.

Notes

• 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. Shareable 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 regularly exceed their data limit will be moved to a suitable higher plan.
• Unused data allowance expires monthly.