Mobile & Data Plan FAQs
Getting Started
You can order a QCS Mobile SIM by filling out the form on our website: QCS Mobile – QCS Group.
How to Activate your SIM
Your SIM will come with all the info you need to get it activated – but just in case something unforeseen happens during your set up process. The best way to schedule the port is to email us at mobiles@qcsgroup.com.au or call 1300 858 723 and and ask to speak to one of our mobile experts.
You can set up your phone as an internet ‘hotspot’, creating an internet source that other devices can connect to – things like computers, tablets, or even other phones.
There are three ways to connect other devices to your phone hotspot:
- Wi-fi – connect using wi-fi internet (as if connecting to a modem)
- Bluetooth – connect by pairing your devices
- USB – connect by plugging in a USB cable
Keep an eye on your data
A word of warning for first-time hot spotters: it’s worth tracking your data usage closely – you can keep an eye on it by checking the data through your account.
If you’re streaming video on a linked device, consider lowering the streaming quality settings to reduce the data drain.
Setting up a hotspot
The instructions for setting up a hotspot are different depending on the type of device you’re using:
Tips
- Keep your devices plugged in and charging while you’re tethering.
- Turn off your tethering connections when you’re not using them to save on battery charge.
- The range for a wi-fi hotspot is about 8–10 metres.
- Use a USB cable for a faster connection.
- You can’t tether an Android device to an Apple computer using a USB connection.
Want to join QCS Mobile and bring your mobile number with you? (Also known as ‘porting’ to the telephone wonks out there.) No sweat – here’s everything you need to know.
What you’ll need
When you activate your QCS Mobile SIM, you’ll need a couple of extra details handy to make sure we can transfer your mobile number from your old provider:
- You’ll need the mobile number you’re transferring.
- If you’re transferring from a prepaid service (where you pay upfront), you’ll need your date of birth.
- If you’re transferring from a postpaid service (where you pay for what you used that month), you’ll need your account number, which should be on your bill.
Getting your number transferred
When you activate your QCS Mobile SIM, we’ll ask if you want a new number or if you want to keep your old one.
How long does it take?
Transferring a number usually takes less than four hours.
Problems with transferring your number
If you’ve waited out your transfer time and you still haven’t heard anything, email us at info@qcsgroup.com.au so we can check it out.
If there was a problem with getting your number transferred, you’ll get an email from us letting you know what happened and why.
What to do if your details don’t match
More often than not, number transfers fail because the date of birth or account number QCS Mobile has been given doesn’t match the details held by the previous provider. If this happens, it’s a simple fix: just check the details you’ve given us, and double-check they line up with the details on your previous account. Once the discrepancy’s been fixed, we can try the transfer again.
Here is a list of the most commonly used eSIM-compatible devices:
Apple Devices:
- iPhone 11, iPhone 11 pro, and iPhone 11 pro max
- iPhone 12, iPhone 12 mini, iPhone 12 pro, and iPhone 12 pro max
- iPhone 13, iPhone 13 mini, iPhone 13 pro, and iPhone 13 pro max
- iPhone SE (Third Generation)
- iPhone 14, iPhone 14 plus, iPhone 14 pro, and iPhone 14 pro max
- iPhone 15, iPhone 15 plus, iPhone 15 pro, and iPhone 15 pro max
Samsung Devices:
- Galaxy S20 5G, Galaxy S20 Ultra 5G, and Galaxy S20+ 5G
- Galaxy S21 5G, Galaxy S21 Ultra 5G, and Galaxy S21+ 5G
- Galaxy S22, Galaxy S22 Ultra, and Galaxy S22+
- Galaxy Z Flip, Galaxy Z Flip3 5G, Galaxy Z Flip 4, Galaxy Z Fold2 5G, Galaxy Z Fold3 5G, Galaxy Z Fold4, Galaxy Z Fold5, and Galaxy Z Flip5
- Galaxy S23, Galaxy S23+, and Galaxy S23 Ultra
Google Devices:
- Pixel 4a, Pixel 5, Pixel 6, Pixel 6 pro, Pixel 6a, Pixel 7, Pixel 7 pro, Pixel 7a, Pixel 8, and Pixel 8 pro
Oppo Devices:
- FindX 3 pro 5G, FindX 5 pro
Motorola Devices:
- Moto g3 5G, and Razr 40 Ultra
Device not listed?
If your device isn’t listed, check with your device manufacturer to see if eSIM can be used.
Wireless cellular technology has come a long way since its inception in the 1970s, with each subsequent generation offering faster networks and increased functionality. Initially, 2G allowed us to send SMS and MMS text messages. Then, 3G ushered in the era of mobile internet. Later, 4G improved upon 3G’s mobile broadband speeds, enabling services like video streaming. And now, with the advent of 5G, we have access to even faster speeds and lower latency, allowing more devices to connect simultaneously without affecting network performance, provided they support 5G.
How much better is 5G than 4G?
The transition from ADSL to nbn brought about a significant transformation in your home internet, and a similar advancement could occur with the shift from 4G to 5G in our mobile networks. With 5G, there are notable enhancements such as increased network capacity, allowing more users to connect simultaneously without causing congestion, reduced latency resulting in minimal lag, and faster download and upload speeds.
Using 5G with QCS Mobile
To access 5G, you require three things: a 5G compatible device, a plan that includes 5G network access (please check our plan options on our website), and to be in an area covered by our 5G network, which you can verify on our coverage map. If you’re unsure if your device supports 5G, reach out to the manufacturer for confirmation.
If you exceed your included data allowance on your 5G enabled handset plan, your account will be stopped but don’t worry – top up or ask a colleague to gift data.
If you exceed your included data allowance on your Data Only plan, it will automatically be replenished to keep you connected. You will be notified before your data allowance is exceeded.
Where are 3G, 4G and 5G available?
Wondering which networks you can get in your area? Check out our coverage map.
Call Forwarding & Diversions
This can all be done via the keypad of your mobile device.
There are different codes depending on the rules you’d like to set on your phone. You simply enter the code and then place the call and your carrier settings will be updated. You should see a message like this on your phone.
To forward all calls:
**21*(phone number to forward calls to, including area code)*10#
To forward if no answer:
**61*(phone number to forward calls to, including area code)*10# Please note that in this case, the 10 in the code refers to the number of seconds before the call will divert. You can change this to 20 seconds for example by changing the 10 to a 20.
To forward if unreachable or out of coverage area:
**62*(phone number to forward calls to, including area code)*10#
To forward if you’re busy:
**67*(phone number to forward calls to, including area code)*10#
Depending on the call forwarding rule you put in place, simply enter ##code**10# For example, ff you had the forward all calls setting, you would enter ##21**10#
You will get confirmation that it’s been turned off on your phone
As in turning off call forwarding, the code depends on call forwarding rule you had in place. To check simply dial *#code# For example, ff you had the forward all calls setting, you would enter *#21#
Voicemail
For voicemail, simply dial 101 and follow the prompts.
Privacy & Safety
Sometimes scammers pretending to be QCS Mobile may deceive our customers into revealing sensitive information and taking their money.
- If you suspect or have been a victim of a scam, please follow these steps:
- If you shared your banking information, contact your bank immediately to halt or investigate any transactions.
- If you shared your usernames or passwords, change them immediately. If you have used the same credentials elsewhere, change them there as well.
- If you shared identity information such as your passport, Medicare card, driver’s license, or contact details, seek assistance from ID Care for guidance on your next steps.
- If you are uncertain whether you have fallen victim to a scam and have not shared any sensitive information, refer to the ACCC list of common scams.
Remember, QCS Mobile will never request your passwords, PIN numbers, or banking login details over the phone, through email, or via SMS.
Suspicious calls
If you’re uncertain about the authenticity of a call, it’s best to end the conversation and contact us directly or your reseller account manager. Provide us with details of the caller’s message and we’ll verify if the call was genuine or not.
Suspicious emails or SMS
If you’re uncertain about the authenticity of an email or SMS claiming to be from QCS Mobile, feel free to contact us with a message. We will investigate the matter on your behalf. Please copy and paste the message into your support request so that we can cross-reference it with our records. Avoid clicking on any links or downloading any suggested content from the email or SMS.
Receiving harassing calls, texts, or other unwanted communications can be highly distressing, and no one should have to tolerate such behavior. To put an end to it, here are some practical measures you can take with QCS Mobile.
Threats
If you have received a call or message containing threats to lives or property, it is imperative to report it to the police without delay by dialing 000, using QCS Mobile.
Unwanted calls and texts
Block or screen
If the call or message you receive is not an emergency, you can take practical steps such as blocking the number using caller ID or screening incoming calls to protect yourself.
Report it to the police
It’s your right to report any harassing calls or messages to the police.
Report it to QCS Mobile
You can also report it to us – contact us by sending a message to QCS Mobile.
To ensure that we can thoroughly investigate, please provide us with as much information as possible about the calls or messages you are receiving, including the date and time of the call or text, the duration of the call (for calls), and the sender information (if known).
Please refrain from deleting any communication or records of receipt, as they may be needed for further follow-up.
Marketing calls and spam messages
Getting overrun by marketing calls and spam messages? Here’s what you can do about it.
Marketing calls
Reduce the marketing nonsense by registering with the Australian government’s free Do Not Call Register, offered by QCS Mobile, where you can choose to opt-out of receiving most unsolicited marketing calls.
Spam messages
QCS Mobile refers to unwanted marketing messages sent via text, email, or instant message. In order to send you marketing messages legally, the sender must:
- Obtain your permission.
- Include their contact details in the message.
- Provide you with a way to opt out of receiving future messages.
Political calls and messages
Political parties, charities, educational institutions, and government bodies, including QCS Mobile, are allowed to contact you without your consent, and they are not subject to spam rules or the Do Not Call Register.
To prevent political calls and messages, the most effective action you can take is to block the number used by the party or organization to contact you. However, this may not be foolproof as these messages can come from different numbers. Nonetheless, blocking the known numbers is a step towards reducing political spam.
If you still receive unwanted political calls or messages, you can file a complaint using the complaint forms provided by the Do Not Call Register and ACMA against QCS Mobile or any other political party.
Technical & Troubleshooting
Ensure you have the following APN Settings set. See the following Changing the Network Settings on Your Mobile Device.
Name: Mobile Data
APN: mdata.net.au
Proxy: (blank)
Port: (blank)
Username: (blank)
Password: (blank)
Server: (blank)
MMSC: http://mmsc.mdata.net.au:8003,
MMS proxy: 10.1.1.180
MMS port: 80
MMS Protocol: WAP 2.0
MCC: 505
MNC: 01
Authentication: (blank)
APN type: default,dun,supl,MMS
3G Network Closure
- As more advanced 4G and 5G network services become widespread, mobile carriers around the world are closing their 3G networks.
- 4G and 5G networks are more efficient at delivering greater speed and capacity, which means better service and experience.
- Similar network closures have happened before. A few years ago, all Australian mobile providers switched off their 2G networks when they upgraded to 4G.
Depending on what mobile network operator you are with, the following network closure dates have been confirmed:
TPG Telecom/Vodafone will commence a gradual switch off its 3G network on December 15, 2023
Telstra will commence a gradual switch-off of its 3G network on June 30, 2024.
Optus will commence a gradual switch-off from its 3G network in September 2024.
- All 3G-only devices (including phones, tablets, and mobile broadband devices) and, in rare cases, some older 4G phones,will be affected
- Some older 4G phones that do not have a feature called ‘VoLTE (or ‘Voice over Long Term Evolution’) will be unable to make and receive voice calls.
- To determine if your device supports 4G VoLTE, contact the manufacturer or your service provider.
- No. Devices such as tablets, mobile broadband modems, smart watches, some home security systems, and other connected devices might also be using 3G services.
- Please contact your device manufacturer or relevant mobile network operator if you are unsure of the specific capabilities of your device.
Below is a list of the devices most likely to be affected by the 3G network closures. This is not an exhaustive list and is not inclusive of all phones (such as phones sourced independently). Please refer to your mobile network operator’s website to confirm if your device will be impacted:
- Alcatel 2038
- Alcatel OneTouch 2045
- Apple iPhone 5
- Apple iPhone 5C
- Apple iPhone 5S
- Aspera A42
- Doro 6521
- Doro PhoneEasy 623 OPTUS
- Google Pixel 2 XL
- Huawei E5251s-2
- Huawei E5331
- Huawei Y6 Prime
- Nokia 301
- Oppo A57
- Oppo F1s
- Oppo F5 Youth
- Optus X Smart
- Samsung Galaxy J1 Mini
- Samsung Galaxy S5
- ZTE Blade A0605
- iPad Air
- iPad Retina
- iPad Mini Retina
- iPad mini
- iPad mini 3
The current generation of smartwatches has a cellular feature, which allows the watch to operate in standalone mode. This means you can make and receive calls or use data using the smartwatch without having to carry a smartphone.
While these watches are 4G compatible, many don’t support the main 4G mobile coverage frequency band (700 or 900 MHz). Once Australia’s 3G networks are shut down, these smartwatches will only work on a limited set of 4G spectrum bands, and as a result, they may experience a reduction in mobile network coverage.
You will still be able to use data or make voice calls using the cellular feature on your smartwatch, but the service may work intermittently. When your watch is connected to your mobile device via Bluetooth, your experience will be based on your device’s network capability. The versions impacted are:
- Apple Watch Series 3
- Apple Watch Series 4
- Apple Watch Series 5
- Galaxy Watch
- Samsung Galaxy Watch Active2
Affected devices include:
Internet of Things (IoT)
IoT devices that may be affected include:
- EFTPOS terminals
- Industrial routers
- Scanners
- Security monitoring
- Telematics
- Asset Tracking
- Environment monitoring
Other affected devices:
- Medical alarms
- Home security alarms/devices
If you are an enterprise customer, please contact your mobile network operator for advice.
- Some 3G EFTPOS terminals won’t be able to process transactions once Australia’s 3G networks are switched off.
- If you’re concerned about your network coverage once your provider’s 3G network closes, please get in touch with your device provider.
- Most people do not have to do anything at all and will continue accessing 4G and 5G networks as they do today.
- A very small number of people who have 3G-only handsets, tablets,and connected devices will need to upgrade those devices before their mobile network operator switches off 3G.
- Some older 4G handsets may also need replacing to be able to continue to make and receive voice calls using the 4G network.
- A very small proportion of 4G phones that support voice calls over 4G(VoLTE) do not support voice calls to emergency services over 4G and it is highly recommended that these be replaced.
To check if your device will be affected, refer to your device manual or contact your mobile service provider or manufacturer via their website or by giving them a call. In technical terms, you’re looking to confirm:
- If your device is reliant on 3G 900MHz spectrum for voice and/or data service.
- If your device supports 4G VoLTE (including VoLTE emergency calling): 1. If you’re using your device to make and receive voice calls, then your device needs to support 4G VoLTE and have VoLTE enabled in your device settings as of September 2024. 2. To find out if your device supports 4G VoLTE, contact the manufacturer or your service provider.
- If your device is compatible with the 4G 700 MHz (B28) spectrum. 1. L700 MHz is the low-band 4G spectrum used by Optus and some other providers for optimal 4G coverage.
Even recent device models that may have been purchased from other retailers or overseas may not be compatible with 4G 700MHz spectrum band and therefore, may also be impacted.
- The 3G networks will be closing in stages commencing December 15, 2023, and will be inactive by the end of September 2024.
- If your device is not upgraded to a 4G or 5G network-compatible device, it will mean that once Australia’s 3G networks are fully inactive by late 2024, you will no longer be able to make emergency calls to 000.
- It’s important that you check with your device manufacturer to confirm if you will be impacted before these network closures.
- If 3G coverage is available from another operator, emergency calls may be able to be made, but there is no certainty about this as it will be subject to the behavior of the phone or device.
- It is recommended that you upgrade your phone or device to ensure access to emergency calls. There are many choices available across a range of prices and features.
- If you’re currently using a personal medical device or security device that relies on the 3G (850/900 MHz) band, then it’ll stop working when the 3G networks close.
- We recommend you check with the device manufacturer and upgrade your affected device as soon as possible.
- You may need a new SIM card when you upgrade your device.
- Many 3G 850/900MHz dependent devices use a mini/micro SIM and the majority of 4G devices require a nano SIM.
The best way to recycle your old device is through MobileMuster, the Australian mobile industry’s official recycling scheme.
For Users with Phones that Need a Software/Settings Update to be able to make voice calls on 4G
Voice over LTE (VoLTE) lets you make clearer phone calls over 4G (LTE) networks. Mobile network operators around the world are beginning to shut down their 3G networks, meaning VoLTE will be increasingly required to make or receive phone calls (including emergency calls) when using their networks abroad.
Your mobile device must support VoLTE emergency calling to make an emergency call to 000 on the Telstra Wholesale Mobile Network, after the 3G network closes on June 30, 2024. If your device does not support VoLTE emergency calling, you will not be able to make an emergency call to 000 on the Telstra Wholesale Mobile Network. More information about this is available from the Australian Mobile Telecommunications Association
To use VoLTE, you’ll need a 4G device that is VoLTE-capable. It will also need to be compatible with the following technology and bands:
Required: 4G 700 MHz (B28),
Optional: 4G 1800 MHz (B3) banding.
The devices listed below, purchased in Australia from a reputable source, can make and receive VoLTE phone calls. You’ll just need VoLTE enabled on your device.
Most 4G and 5G phones and wearables sold by a reputable outlet in Australia since January 2019 should support VoLTE out of the box.
The following is a list of 4G phones and wearables launched before January 2019 that support VoLTE if set up for Australian mobile networks. This list may not be exhaustive, is a guideline only and you may need to check the settings on your specific device to confirm compatibility.
Phones or devices purchased overseas or from international marketplaces may not be compatible or may require operating system software updates to function properly on Australian mobile networks.
Apple iPhone 6 and Apple Watch 3 onwards (with iOS 10 or later)
Samsung Galaxy S series 7 onwards, Galaxy Note 5 series onwards, all Samsung Galaxy Watch series
All Google Pixel phones
Boost Dex
Boost Jett
HTC 10
HTC U11
LG G5
LG G6
LG K11+
LG K9
Nokia 2.1
Nokia 5
Oppo AX5
Oppo R15 Pro
Samsung Galaxy A5
Samsung Galaxy J1 (2016)
Samsung Galaxy J2 Pro
Samsung Galaxy J3 (2016)
Samsung Galaxy Tab A 10.5
Samsung Galaxy Tab Active 2
Samsung Galaxy Tab S4
Sony Xperia X Performance
Sony Xperia XA2
Sony Xperia XZ
Sony Xperia XZ Premium
Sony Xperia XZ2
Telstra Essential Plus
Telstra Essential Smart
Telstra Signature 2
Telstra Signature Enhanced
Telstra Signature Premium
Telstra Superior
Telstra Tough 5
Telstra Tough Max 2.
How Do I Enable VoLTE on my Mobile Phone?
For Apple Compatible Devices
Check that your mobile phone’s operating system is updated to the latest iOS version.
Go to Settings
Select General
Scroll to Software Update and follow the prompts.
Ensure you have the latest carrier build enabled.
Go to Settings
Select General
Select About
Scroll to Service Provider, and check that it is at least Telstra 35.0. If an update is available, you’ll see an option to update your Service Provider settings.
Ensure VoLTE is turned on. If you have a 4G iPhone:
Go to Settings
Select Mobile
Select Mobile Data Options
Select Enable 4G.
Select Voice & Data
If available, turn on VoLTE.
If you have a 5G iPhone, VoLTE is automatically enabled on your device.
VoLTE will typically be activated on your mobile phone within 4 hours of completing the above steps.
iPhone X (4G)
iPhone 11 (4G)
iPhone 12 Pro (5G capable)
Ensure your mobile phone’s operating system is up-to-date. Once it’s up-to-date, VoLTE will typically be enabled on your device within 4 hours.
Refer to your user manual or seek technical assistance from the manufacturer’s website if you need help on how to ensure your phone’s operating system is up-to-date.
As this phone is capable of 5G, there’s no specific VoLTE setting; it is automatically enabled.
1. Go to settings
2. Select Connections
3. Select Mobile networks
4. Check that VoLTE calls are enabled.
1. Go to settings
2. Scroll to the bottom of the page and select About Phone
3. Information is in Product Name and Model name
iPhone 5s
As you can see, VoLTE is not an available option. This handset will not work on 4G voice / VoLTE. A handset upgrade is required.
Changing the Network Settings on Your Mobile Device
- Go to Settings
- Tap on Connections
- Tap on Mobile Networks
- Tap on Access Point Names
- Tap on the top right hand menu represented in 3 dots, and choose to reset to default
- Tap on Reset on the confirmation pop up
- Check Telstra Internet APN = telstra.wap
- Check Telstra Broadband APN = telstra.internet
- Go to Settings
- Tap on Network and Internet
- Tap on SIMS
- Tap on Telstra
- Scroll down to the bottom and tap on Access Point Names
- Tap the top right hand menu represented in 3 dots, and choose to Reset to Default
- Tap on Reset on the confirmation pop up
- Check Telstra Internet APN = telstra.wap
- Check Telstra Broadband APN = telstra.internet
- Go to Settings
- Tap on Connections
- Tap on Mobile Networks
- Tap on Access Point Names
- Tap the top right hand menu represented in 3 dots, and choose to Reset to Default
- Tap on Reset on the confirmation pop up
- Check Telstra Internet APN = telstra.wap
- Check Telstra Broadband APN = telstra.internet
- Go to Settings
- Tap on Network and Internet
- Tap on SIMS
- Tap on Telstra
- Scroll down to the bottom and tap on Access Point Names
- Tap the top right hand menu represented in 3 dots, and choose to Reset to Default
- Tap on Reset on the confirmation pop up
- Check Telstra Internet APN = telstra.wap
- Check Telstra Broadband APN = telstra.internet
- First of all, please ensure your Apple iPhone iOS version is on iOS 6 or later before you commence the following steps. If you are on earlier iOS versions, please ensure you have the device updated before proceeding further.
- Go to Settings
- Tap on General
- Scroll down to “Profile” if your iPhone is on iOS 11 or earlier, or “VPN & Device Management” if your iPhone is on iOS 12 or later
- If there is a configuration profile, it is strongly recommended to remove the profile by tapping on the profile and choose Remove Profile. You will be prompted to enter your device password to complete this step.
- Go back to Settings > General to reset your network settings
- If you’re on iOS 14 or earlier, tap on Reset, followed by Reset network settings. You will need to enter device password when prompted, followed by confirming selection. Warning: please ensure only reset network settings option is select to avoid reset the entire device and lose your important information.
- If you’re on iOS 15 or later, tap on Transfer or Reset iPhone > Reset > Reset Network Settings. You will need to enter device password when prompted, followed by confirming selection. Warning: please ensure only reset network settings option is select to avoid reset the entire device and lose your important information.
- After the network settings reset, please note that you will have to re-join all the Wi-Fi networks you have previously configured. We apologise for the inconvenience, however this is necessary to ensure your iPhone mobile data continues to function.
- Go to Settings
- Tap on Mobile Data
- Tap on APN Settings
- Ensure Mobile Data APN = telstra.wap, if not, please tap the APN text and correct the setting
- Ensure Personal Hotspot APN = telstra.internet, if not, please tap the APN text and correct the setting
On Device:
- On the device on-screen management, tap Settings
- Tap on Broadband
- Ensure APN = telstra.internet. If not, please tap the APN text then “details”
- Tap on the APN* and enter telstra.internet on the on-device keyboard then Done.
Via Web Management UI:
- Ensure your laptop is tethered to the Netgear Nighthawk M5 mobile hotspot
- In your choice of browser, go to http://m.home/ or http://192.168.1.1/
- Enter your user name and password.
- Click on Settings > Advanced Settings > Cellular. Check the selected APN profile under APN section, and please ensure the default APN profile “Telstra Broadband” which the APN = telstra.internet is selected.
- Ensure your laptop is tethered to the Telstra 5G Wi-Fi Pro mobile hotspot.
- In your choice of browser, go to http://m.home/ or http://192.168.0.1/ and enter your password
- Click on Settings > Network Settings > APN. Click Disconnect on the bottom right of the page first. Check the selected APN profile under APN profile, and please ensure the default APN profile “Telstra Internet” which the APN = telstra.internet is selected then click Connect.
First, please check if the network settings have the right details on the device. You might first want to do a network reset so it would revert to the default settings then try sending the MMS again.
Please see the settings below (only apply the applicable settings)
Name: Mobile Data
APN: mdata.net.au
Proxy: (blank)
Port: (blank)
Username: (blank)
Password: (blank)
Server: (blank)
MMSC: http://mmsc.mdata.net.au:8003,
MMS proxy: 10.1.1.180
MMS port: 80
MMS Protocol: WAP 2.0
MCC: 505
MNC: 01
Authentication: (blank)
APN type: default,dun,supl,MMS
If it is still not working after trying the settings above, please try to switch the APN from mdata.net.au to telstra.internet and then try again.