General FAQs

in General FAQs

How can I check my address details have been correctly provided for 000 calls and emergency alerts?

If you ever need to call 000, the address you give us can be used to find you and is used to send emergency alerts. You can make sure your details are correct by calling our customer service team on 1300 882 448 and asking to check the address details that have been provided to the Integrated Public Number Database (IPND).

What is the Pivotel Message Centre?

The Pivotel Message Centre is the system that manages the delivery and receipt of text messages (SMS). The Messages Centre has a regular mobile contact number and for Pivotel that number is +61415011740.

I can’t send text messages and I need to update the Message Centre number in my phone, how do I do this?

You can update this in your device by navigating to your Main Menu>SMS Settings>message centre number, highlight and delete the existing number and enter in +61415011740.   Please contact Customer Care on 1300 882 448 (Australia) or 0508 882 448 (New Zealand) if you are having any difficulty with your Voicemail.

I am trying to login to Selfcare, but we have not been set up for this service. Can you please set this up for us?

Your online account can be accessed by clicking on here and entering your account number and account password.  You will also find a link on Pivotel’s homepage.

If you have not already set up a password, or if you have forgotten a previously selected password, please call our friendly Customer Care team on 1300 882 448 (Australia) or 0508 882 448 (New Zealand) who will arrange a temporary password.  Once you have that you can access your online account plus update your password.

How can I re-connect my satellite phone?

Re-connecting your phone or device is as easy as calling the friendly Customer Care team on 1300 882 448 (Australia), or 0508 882 448 (New Zealand). You’ll need around 10 minutes, its usually as simple as completing a quick voice recording to confirm your re-connection and plan details.  We can usually get your service up and running within the hour.

What is my phone number?

When your satellite phone has been connected, you will be allocated a standard Australian mobile number starting with 04, this is the phone number to dial to call your phone. We recommend using International formats to store and dial calls, which means your satellite phone number will be +614XXXXXXXX To call numbers from your handset you need to dial using the international format for example +614XXXXXXXX for an Australian mobile (you get the + by holding down the 0 key).

How do I make a call, or send a text from my satellite phone?

Making a call on a satellite phone is very similar to a mobile phone – simply dial the number you want to call by using the numeric keypad and press the send or phone button. Likewise sending a text message is also very similar to messaging on a mobile phone.

Pivotel recommends using international dialing format from your satellite phone service, this means dropping the leading 0 and then adding a + and the country code before the local numbers.

Australian Example: If you are calling an Australian mobile number 0433 333 333 you would use +61433 333 333, or for a landline 07 3333 3333 you would use +617 3333 3333.

New Zealand Example: If you are calling a New Zealand mobile 021 333 3333 you would use +6421 333 3333 or for a landline  06 333 3333 you would use +646 333 3333.

If you need to call Emergency Services, you just dial 000 in Australia and 111 in New Zealand.

There are instructions in the box with the phone for registering your unit with the GEOS International Rescue Centre who work with Australian and NZ Rescue Centres for SOS events. This is a free service for Iridium customers.

Can I use my satellite phone outside of Australia and New Zealand?

Yes, you can. The coverage areas of all of the satellite networks differ so it is worthwhile checking the appropriate coverage map here.

If you are connected on the Inmarsat or Thuraya network, and using your service outside of Australia or New Zealand, the cost to call back to Australia or New Zealand will be the same as when you make a local call from within Australia or New Zealand. Incoming calls to your Inmarsat or Thuraya phone when traveling outside of Australia and New Zealand are free on most handset plans.

If you are connected to the Iridium satellite network and are using your service outside of Australia or New Zealand your call rates will be different to those that apply when inside Australia and New Zealand. Please refer to the below table to find the applicable rate for your situation. Please note that incoming calls to a Pivotel Iridium service located outside Australia/New Zealand incur a per 30sec charge as indicated in the table.

Iridium Calls made outside New Zealand or Australia to standard fixed or mobile services
within New Zealand and Australia
$3.00 per minute
Incoming calls to a Pivotel Iridium service located outside New Zealand or Australia $3.00 per minute
Iridium Calls made outside Australia to Telstra Mobile Satellite or  Iridium 8816, 8817 $2.00 per 30 seconds
plus $1.10 call connection fee excludes GST
Iridium Calls made outside Australia to another Pivotel Iridium service and to fixed and mobile services within Australia $1.10 per 30 seconds
plus 55c call connection fee excludes GST
Incoming calls to a Pivotel Iridium service located outside Australia $1.21 per 30 seconds

Can I make an International call on my satellite phone?

Yes. When calling always remember to dial + followed by the full international country code. For some plans, international dialing may not be automatically enabled so please check with our Customer Care team on 1300 882 448 (Australia), or 0508 882 448 (New Zealand) for further assistance.

If you are connected on the Inmarsat or Thuraya network, calling international destinations from your satellite phone service, please refer to our international call rates by clicking on this link and select your satellite network – https://pivotel.com.au/international_rates.php

If you are connected on the Iridium network and are using your service outside of Australia or New Zealand, please refer to the below table for call rates.

Iridium Calls made outside Australia to Telstra Mobile Satellite or  Iridium 8816, 8817 $2.00 per 30 seconds
plus $1.10 call connection fee excludes GST
Iridium Calls made outside Australia to another Pivotel Iridium service and to fixed and mobile services within Australia $1.10 per 30 seconds
plus 55c call connection fee excludes GST
Incoming calls to a Pivotel Iridium service located outside Australia $1.21 per 30 seconds

AUS – If you are calling international destinations from your satellite phone service, please refer to our international call rates by clicking on this link and select your satellite network – https://pivotel.com.au/international_rates.php

NZ – AUS – If you are calling international destinations from your satellite phone service, please refer to our international call rates by clicking here.

What is the difference between the SatSleeve+ and the SatSleeve Hotspot?

There is little difference in the SatSleeve + or the Satsleeve Hotspot, it is the same device with a choice of different attachments. They operate with smartphones in the exact same way.

The Satsleeve + comes with an adjustable phone cradle for your phone to sit in, whereas the Hotspot comes with a stand that the device can be placed on a hard surface in the direction of the satellite location.