Please see below frequently asked questions regarding our satellite mobile phone services.
Satellite Phones
- To make or receive calls, you must be outdoors and have a clear line of sight to the sky at all times (this likely means you need to be up on deck and/or away from the superstructure)
- You must move well away from any high powered radio or satellite equipment located on the ship (ask a crew member about locations of this equipment)
- Press and hold the power key for three seconds to turn the phone's power on.
- Check the battery. Is it charged and properly attached? Are the contacts clean and dry? Is the battery holding a charge?
- Dial your Iridium handset number or 8816-629-90000.
- Wait for voice prompt.
- Enter the number you are trying to reach (ex. 8816-314-XXXXX) if you dialed the access number.
- Interrupt voicemail greeting by pressing *. (Start here if calling phone directly)
- Wait for prompt to enter password.
- Enter the '+' symbol on the display by pressing and holding the [0] key until the '+' symbol appears.
- Enter the country code (61) for the country you are calling (the country code for Australia is '61').
- Enter the area code (minus the "0" thats normally in front eg. WA is 8 instead of 08)
- Enter the telephone number.
- Check the phone. Verify the phone is powered on.
- Check the SIM card. Verify the SIM card is inserted correctly.
- Check the antenna. The antenna needs to be fully extended, attached correctly, and have a clear line of sight to the sky.
- Check the signal strength meter. If signal is weak, move to an open space with a clear line of sight.
- Confirm correct dialing pattern is being used. All satellite calls must begin with 00 or the '+' sign.
- Confirm that the number dialed is valid. Check the number you are trying to reach.
- Check the phone. Verify the phone is powered on.
- Check the antenna. The antenna needs to be fully extended, attached correctly, and the call is being made in a clear line of sight to the sky.
- Check the signal strength meter. If signal is weak, move to an open space with clear line of sight.
- Check the dialing pattern. Confirm the caller is using the correct dialing pattern.
- Check the ringer. Verify ringer is on.
- Press Menu key to Phone set-up. Press OK.
- Press Menu key again, to Adjust Ring Volume. Press OK.
- Press up arrow to increase volume and down arrow to decrease volume.
- Press and hold the power key for three seconds to turn the phone's power on.
- Check the battery. Is it charged and properly attached? Are the contacts clean and dry? Is the battery holding a charge?
- Check the phone. Verify the phone is powered on.
- Check the antenna. The antenna needs to be rotated towards the sky and extended.
- Make sure that the antenna is firmly locked into the back of the phone. The antenna sometimes loosens during shipping:
- Make sure the antenna is in the down position (the white dots will be lined up).
- Press the button on the top of the phone by the antenna while locking the antenna into place.
- The antenna should be able to rotate, but should also stay in the position you leave it. The antenna should not rotate down on its own.
- Check the charger. Is it properly connected? Are the charger's contacts clean and dry?
- Check the battery temperature. If it is warm, let it cool before recharging.
- Check the battery contacts. Are they clean and dry?
- Is it an old battery? Battery performance declines after several years use. Replace the battery.
- Make sure you have a Motorola approved battery installed. If you see Invalid Batt. in the display, you will not be able to charge this battery.
- Alternating Red and Green: an incoming call.
- Flashing Green: you are receiving a signal from the satellite, and can place and receive calls.
- Flashing Yellow and Red: you did not successfully register with the satellite and cannot receive any incoming calls. Your SIM card may be inserted incorrectly, may not be inserted, or you may be in a restricted area.
- Flashing Red: service is not available.
- Make sure the BGAN terminal is properly connected.
- Make sure the BGAN terminal is registered with the BGAN network.
- Make sure there is a dial tone.
- Make sure the phone interface is enabled.
- Make sure you use the proper dialing pattern (00 country code + area code + phone number followed by #)
- Make sure the SIM card is properly installed.
- Make sure the BGAN terminal is in an open view of the sky.
- Make sure the BGAN terminal is not near any active radio frequency or other satellite equipment.
- Orient your terminal towards satellite. Refer to the user guide how to point the antenna.
- Make sure DHCP is enabled.
- Release and renew your IP address.
- Configure the Proxy/Firewall on your computer to allow BGAN "IP".
- Make sure the Ethernet/USB cable is secure.
- Make sure the USB drivers are installed (if you are using USB).
Can I send SMS text messages?
Yes, text messages can be sent and received on your satellite phone. Incoming text messages are free and outgoing text messages are $1 each.
Do satellite phones work exactly the same way as mobile phones?
The only difference between using a satellite phone and using a mobile phone is that the antenna of your satellite phone must have a clear line of sight to the sky. Satellite phones work best when used outside without obstructions (tall buildings, mountains, trees etc). In towns and cities, inside buildings or around built up areas, it can be difficult to get a clear line of sight to the satellite, and signal strength may weaken.
Can I use my telephone overseas?
The Iridium network has full global coverage allowing you to use your phone across the globe, on land or at sea. Your Iridium phone will operate at the standard rates within the Australian/New Zealand territory, and outside these areas it will still work however incoming and outgoing calls will be charged at a higher rate.
I am going on a cruise, should I rent a satellite phone to stay in touch while on board?
Some cruise operators offer the ability to use your cellular phone on the ship, even while you are at sea. You should contact your cruise operator or travel agent before departure to learn about cellular options on the ship. Be sure to ask your cellular carrier about the per-minute rate for using the cruise ship network, as the roaming charges may be quite expensive ($2.49-$5+ per minute). A satellite phone may prove to be a better option for your cruise if you want to be assured of a consistent per-minute rate regardless of your location and the available cellular technology on the ship. A couple of tips for using a satellite phone aboard a cruise ship:
Is there anywhere in the world my satellite phone from Landwide Satellite Solutions won't work?
Iridium complies with US embargo restrictions and as a result the following countries may not permit the use of Iridium satellite phones or coverage may not be available: Myanmar (formerly Burma), Cuba, Iran, Libya, North Korea and Syria.
Shipping & Tracking
Am I able to track my shipment?
When your order has been processed and shipped ask one of our representatives to provide you your consignment number and you will be able to either track it online or over the phone depending on the courier that best suited your delivery
How do I hire or rent a sat phone?
You may order online using our secure ordering process or you may phone us on 1800 45 45 87 to speak with a Customer Care Associate who can answer your questions and place your order for you.
How do I return my rented phone?
For your convenience a courier return kit has been included with your rental equipment. Please follow the instructions on the reverse of your Welcome Kit to return your rental kit. We'll stop billing you upon the rental return to our premises.
How much notice is required to book an order with Landwide Satellite Solutions?
Landwide offers next business day delivery for most cities across Australia (some exceptions apply). Your order must be placed before 3:00 pm EST for next business day delivery (weekends excluded). If you live in a rural area and you need next day delivery, please call our Customer Care centre at 1800 45 45 87 to ensure next day delivery is possible.
What if I don't return my rental on the date I promised?
You may keep your rental phone as long as you need without incurring any late return charges. However, after the initial booked rental period is up, you will be charged for an additional 30 day rental at a reduced rate, and billed each month accordingly until the phone is returned.
What if my items are out of stock?
Landwide products and services are subject to availability. Should you place an order for an item which is currently out of stock we will contact you to arrange for a substitute item or to change your order.
When do I start paying for my rental? When do I stop?
Your rental period starts on the day you specify as the "required date" at the time you place your order which is the date the phone is due to be delivered or collected.We stop charging you the day you have the phone booked till or whenever we receive the phone back in our office, whichever is later.
When will I receive my satellite phone?
Whether you order online or over the phone, you will be asked to enter your "required date." The date you enter will be the day you receive your phone. We recommend you specify a required date two days before you leave for your trip just in case there are any problems that may interfere with courier delivery.
Will I get my satellite phone number before I leave for my trip?
When your phone is shipped from our facility, you will receive an email confirmation that contains your satellite phone number. Also, the Welcome Kit that accompanies your phone comes with business cards pre-printed with your satellite phone number that you can distribute to your contacts before leaving town. Your phone number is labelled directly on your rental phone.
General
I am unable to turn the phone's power on.
Usage and Troubleshooting
How do I access my voicemail?
How do I dial back to Australia?
For example, to call (08) 9200-6182 dial +61 8 9200 6182
How do my contacts call me on my Iridium satellite phone?
Callers should dial their international dialing code (ie. 0011 ), followed by your 12-digit satellite phone number. For example, if your number is (881) 6555-1234, callers from Australia should dial 0011 881 6555 1234.
How do my contacts send me text messages?
With any satellite phone rented from Landwide Satellite Solutions you'll be eligible for local dialling meaning you will receive a local mobile number. Just give this mobile number to your contacts and they can dial you anytime. Remember however you need to the phone on and outside to receive this call otherwise it will go to voice mail. You can then collect it from voice mail however be aware that will cost you to go into voicemail as it's deemed a call by the provider.