Thuraya Network Closure FAQs

Thuraya has advised Pivotel that they have suffered a sustained Force Majeure Event
which prevents services being delivered in Australia. Services are no longer available
and are unable to be recovered in the foreseeable future.

Pivotel Thuraya Services in Australia were delivered using the Thuraya 3 (T3) Satellite. Thuraya has advised they have suffered a sustained Force Majeure Event which prevents services being delivered in the T3 coverage area which includes Australia. Services are no longer available and are unable to be recovered in the foreseeable future. Pivotel has now suspended all Thuraya services.

FAQs

On the 16th of April, 2024 Thuraya services in Australia became unavailable on the T3 satellite. Thuraya has worked exhaustively with the satellite manufacturer to recover services on the T3 satellite.

Thuraya has now determined it is unable to recover the services in Australia using the T3 Satellite and has declared a Force Majeure Event. Thuraya has terminated its agreement with Pivotel to provide Thuraya services under the Force Majeure provisions of that agreement.

The operating status of the Thuraya 3 (T3) Satellite was reviewed in 2020 by the satellite manufacturer Boeing, on behalf of Thuraya, to determine its expected operational life. The review included analysis of the satellite’s subsystems and orbital parameters and Boeing concluded that T3 would continue to operate as designed until 2031.

Thuraya’s satellite refresh planning intended to replace Thuraya 3 in advance of 2031. Based on this review neither Pivotel nor Thuraya could have reasonably anticipated the Force Majeure event that has occurred.

Your Pivotel Thuraya satellite service has now been suspended with no ongoing cost to you.

You will no longer be able to make and receive calls, SMS or data using your Pivotel Thuraya service. You can no longer make Emergency Calls to 000 using your Thuraya satellite phone.

Thuraya has restored services in some regions that were previously in the western part of the Thuraya 3 (T3) coverage area by reconfiguring satellite beams on the Thuraya 2 (T2) satellite.

T2 sits over the equator near East Africa. The T2 satellite cannot be reconfigured to provide service in Australia. No services have been recovered on the T3 satellite.

We have put together a range of special offers for Pivotel Thuraya customers to switch to another Pivotel satellite phone network service. Click here to view the Thuraya Trade-in offers. 

You will not be charged for any Thuraya services since the service stopped working.

We have suspended your Pivotel Thuraya services and backdated the suspension to 15th April 2024.

You will receive a credit on your next bill for any service access fees charged in advance for services after 15th April 2024. If this credit puts your account into a credit balance, and you have no other Pivotel services, we will arrange a refund for you. You do not have to take any action now.

If you have a credit balance on your Pivotel account, and you choose not to take up an alternative service from Pivotel, we will arrange a refund for you.

If you pay by direct debit, we will process the refund to the Credit Card or Bank Account you use for Direct Debit. If we are unable to process a refund this way, we will contact you and advise you of the steps to follow to set up your bank account or credit card details.

If you are eligible, you will receive your refund, or we will contact you about your refund within 60 days or sooner. You don’t have to do anything now.

Unfortunately, your Thuraya phone or data terminal will no longer be able to be used to access Thuraya services in Australia for the foreseeable future.

If you wish to access a different satellite service network other than Thuraya you will need to obtain a phone or data terminal for that network. Please refer to the special offers for Pivotel Thuraya customers to move to another Pivotel satellite phone network service.

We notified you of the special offers that are available to you on Friday the 10th of May 2024. Please read all of this information and decide which offer suits you best.

We have offers for you to switch your service and number to a Pivotel Inmarsat service with an Inmarsat Isatphone 2 or to a Pivotel Iridium service with an Iridium 9555 Satellite phone or Iridium GO!

For you to take up your offer in the online application portal you will need the login credentials for your Pivotel Account. While you wait for the offers and access to the online application portal, we recommend you check your login access.

  1. Click here to go to Pivotel Selfcare and enter your account number and password to check you can login.
  2. Your Account Number can be found on your Pivotel monthly invoice.
  3. If you don’t know your password, or you forgot your password, click the Forgot Password link, enter your Account number, and click continue. You will be sent a link by email to set a new password.

You may be eligible for a full or partial refund for a Thuraya phone or data terminal you purchased from Pivotel, or from a supplier who purchased the phone or terminal from Pivotel.

A selection of special offers have been emailed to you. You can also request a refund if you are eligible. To be eligible you will need to provide Proof of Purchase, the terminal serial number so that we can confirm it was distributed by Pivotel, and will be subject to the age of the terminal.

Thuraya satellite phones and data terminals were independently imported and distributed by several parties including Optus who was also a provider of Thuraya services until recently.

If your satellite phone or data terminal was distributed by another party you will not be eligible for a Pivotel refund or credit regardless of the age of the terminal.

We have discounted offers for satellite phones and data terminals for all affected customers and you may apply to take up this offer and move to an alternative satellite service.

If you choose not to take up one of the special offers, you may be eligible for a full or partial refund depending on the age and working condition of your Thuraya handset. We shared the refund conditions and steps required at the same time as we shared the special offers.

If you have a credit balance in your account, and you choose not to take up an alternative service from Pivotel, we will arrange a refund for you. If you pay by direct debit, we will process the refund to the Credit Card or Bank Account you use for Direct Debit. If we are unable to process a refund this way, we will contact you and advise you of the steps to follow to set up your bank account or credit card details.

If you are eligible you will receive your refund, or we will contact you about your refund within 60 days if not sooner.


Last Updated 7th May 2024 | Thuraya Network Closure - Australia

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