Pivotel SIM Card Replacement Program | FAQs

Pivotel is introducing a new satellite phone service SIM card and will be ceasing support for previous-generation SIM cards.

Pivotel is undertaking a SIM Card Replacement Program that requires the majority of our Australian and New Zealand users with Iridium, Inmarsat and Thuraya satellite phone services to replace their existing SIM card(s).

The Pivotel SIM Card Replacement Program will provide more control over existing and future network features and capabilities, whilst at the same time, standardises a key piece of Pivotel technology which results in a more consistent and enhanced user experience now and into the future.

FAQs

What is the process of the Pivotel SIM Card Replacement Program?

Step One. An invitation will be sent to the email address registered to your Pivotel account inviting you to request your replacement Pivotel SIM card(s). Follow the instructions in this email to request your replacement SIM card(s) using the Pivotel Selfcare portal. At the same time, please ensure that all of the details associated with your account in the Pivotel Selfcare portal are up to date, including email addresses, phone numbers and all address types.

Step Two. Wait for your replacement SIM card(s) to arrive. These will be sent to the postal address registered to your account, if the postal address on your account is not correct, please ensure you update it using the Pivotel Selfcare portal.

Step Three. When your replacement SIM card(s) arrive, they will be paired with a letter. In the letter will be a QR code, you can scan this with your mobile device (or enter the URL manually into your browser) and follow the prompts to activate your replacement SIM card(s) in the Pivotel SIM Card Replacement Program activation portal.

Step Four. Test that your services are active and functioning correctly by calling the Pivotel Test Call Service 0406 32TEST (Australia) or +61 406 32TEST (New Zealand).

Step Five. Dispose of your old SIM card(s) as these can no longer be connected to the Pivotel network.

Which services are affected by the Pivotel SIM Card Replacement Program?

Currently, the Pivotel SIM Card Replacement Program affects all Pivotel satellite phone handset services with an Australian ‘04’ or ‘+61’ mobile number, including the majority of Iridium, Inmarsat and Thuraya satellite phone services. Please Note: Iridium Certus and Inmarsat Fleet One services are not affected by the Pivotel SIM Card Replacement Program.

Why do I need to replace my SIM card(s)?

Pivotel will be ending its support of older-generation SIM cards. The new SIM card ensures that we can continue to support your services now and into the future. The new SIM card allows Pivotel to support both current and future devices on our carrier-grade network and standardises a key piece of telecommunication technology, resulting in a more consistent user experience moving forwards.

How long will the Pivotel SIM Card Replacement Program run?

The Pivotel SIM Card Replacement Program a staggered process that is scheduled to begin in April 2024 and planned to conclude at the end of October 2024.

What if I am travelling or unavailable during the Pivotel SIM Card Replacement Program period?

We understand that people are busy and may have already made travel plans where their services will be required. We are happy to work with you and your circumstances, if you require a replacement SIM card earlier due to any reason, please contact Pivotel Customer Care on 1300 882 448 (Australia) or 0508 882 448 (New Zealand).

How do I obtain a replacement SIM card?

The process is entirely digital. We will invite you to request your replacement SIM card(s) by email. The invitation will be sent to the email address registered to your Pivotel account inviting you to request your replacement Pivotel SIM card(s). Follow the instructions in this email to request your replacement SIM card(s). Please note that the replacement SIM card(s) will be sent to the postal address registered to your account, if the postal address on your account is not correct, please ensure you update this using the Pivotel Selfcare portal. 

When will I receive my email invitation to obtain my replacement SIM card(s)?

Due to the size and nature of the Pivotel SIM Card Replacement Program, we will be inviting users to replace their SIM cards in batches. The batches are determined by a number of factors including your service plan, device and network type. We ask for patience as we work through the process and the various service and network types.

What if I have multiple services across varying plans, devices and networks?

If you have multiple services across varying plans, devices and networks we will group all of your services and send your replacement SIM cards all together. This means that you will be able to activate all of your replacement SIM cards at the same time, alleviating the need to do each network type separately.

How long will it take for my replacement SIM card(s) to arrive?

The replacement SIM card(s), will be sent by Australia Post to the postal address registered to your account, if the address against your account is not correct, please ensure you update this using the Pivotel Selfcare portal. While we understand it normally takes 2-3 working days for Australia Post to deliver the letter, please allow up to 7 days for the replacement SIM card(s) to arrive to ensure that we have provided enough time initially for any postage delays, or in the event of an address mismatch that the SIM card has been returned to us.

How do I activate my replacement SIM card(s)?

When your replacement SIM card(s) arrive, they will be paired with a letter. In the letter will be a QR code, you can scan this with your mobile device (or enter the URL manually into your browser) and follow the prompts to activate your replacement SIM card(s) in the Pivotel SIM Card Replacement Program activation portal. If you require assistance, please contact Pivotel Customer Care on 1300 882 448 (Australia) or 0508 882 448 (New Zealand).

Should I put the replacement SIM card(s) in my handset(s) as soon as they arrive?

No. You should only insert the replacement SIM card(s) once the activation process has been completed. Please keep your old SIM card(s) in your handset(s) until you have followed the activation process. When your old SIM card stops working, this means the replacement SIM card is activated and you can start using it.

I have gone through the Pivotel SIM Card Replacement Program process, but when I insert my replacement SIM card(s) I can only make SOS calls.

In most cases, this means that your replacement SIM card is not activated yet. Please continue using your old SIM card(s) until the service stops working. If your old SIM card(s) no longer work and your replacement SIM card(s) is still not working after 2 hours (i.e. you still cannot make calls), please contact Pivotel Customer Care on 1300 882 448 (Australia) or 0508 882 448 (New Zealand) for assistance.

I activated my replacement SIM card(s) and then my service(s) stopped working?

In most cases, this means that the process has been completed. Please insert the replacement SIM card(s) into your device(s). Do not throw away your old SIM card until you confirm that the replacement SIM card is working. You can test that your services are active and functioning correctly by calling the Pivotel Test Call Service 0406 32TEST (Australia) or +61 406 32TEST (New Zealand). If neither SIM card is working, please contact Pivotel Customer Care on 1300 882 448 (Australia) or 0508 882 448 (New Zealand) for assistance.

I usually deal with my local Pivotel Dealer for matters relating to my satellite services, can I obtain a replacement SIM card from a Pivotel Dealer?

No. As the Pivotel SIM Card Replacement Program is entirely digital, each new SIM card is specifically registered to the program against each existing service. This allows us to accurately manage and monitor each replacement SIM card transfer. Obtaining a new SIM card from a Pivotel Dealer may result in your service becoming disconnected and cause you to lose your existing Pivotel phone number.

Is there a cost associated with the replacement SIM card(s)?

No. We will be providing all active users with replacement SIM card(s) free of charge.

Will my plan or any associated costs change when I replace my SIM card?

No. As you are only replacing your SIM card(s), all details of your existing plan(s) will remain the same. This includes your Pivotel service plan, monthly access fee, contract term, inclusions, call rates and any other details associated with your plan.

Will my phone number change?

No. Your current Pivotel ‘04’ mobile phone number(s) will be transferred from your old SIM card to your replacement SIM card.

What should I do with my old SIM card(s)?

If the SIM card contains personal information, consider destroying it securely to protect your privacy. Cut it into small pieces or use a SIM card cutter to make it unreadable. Some recycling programs accept old SIM cards, check with your local recycling centre to see if they accept small electronic items like SIM cards. Alternatively, you can return your old Pivotel SIM card(s) to Pivotel and we will destroy and dispose of it on your behalf.

What will happen if I don’t request replacement SIM card(s)?

We expect to eventually discontinue our support for all legacy SIM cards. If you do not replace your old SIM cards and support is withdrawn entirely in the future, we will provide you with the appropriate notice.