Call dropouts

Troubleshoot call dropouts on your nbn Home Phone If your nbn Home Phone is having call dropouts, it means your calls will disconnect unexpectedly. These steps will help you identify the issue. nbn Home Phone is a VoIP phone service that works over the internet. Note: This product was only available to select nbn FTTP customers […]

Can’t make or receive calls

Troubleshoot your nbn Home Phone calls If you can’t make or get calls on your nbn Home Phone service, these steps will help you identify the issue. nbn Home Phone is a VoIP phone service that works over the internet. Note: This product was only available to select nbn FTTP customers as of 23 August 2017. […]

Setup guide

How to set up your nbn Home Phone Here’s how to plug your phone in for nbn Home Phone, which is a VoIP phone service exclusive to nbn FTTP. VoIP phone services work over the internet. Note: This product was only available to select nbn FTTP customers as of 23 August 2017. It is no longer […]

Issues receiving calls

Troubleshoot incoming calls on your 10MATES Voice If you can’t get calls on your 10MATES Voice service, these steps will help you identify the issue. 10MATES Voice is a VoIP phone service that works over the internet. Is your phone service still new? If it was only ordered recently, we’ll send you and email and […]

Lost and stolen SIM cards

IMEI Blocking for lost or stolen mobile phones If the phone with your 10MATES Mobile SIM got lost or stolen, we can turn on IMEI Blocking so the phone can’t be used on any Australian network, except to call emergency services. Select one of the links below to jump to a query: How to turn […]

Roaming

Mobile International Roaming You need International Roaming turned on to use your 10MATES Mobile service outside Australia. Here’s everything you need to know. Need help while overseas? You can call us on +61 2 9007 3023 from any phone. Select one of the links below to jump to a query: Important facts about International Roaming How to turn […]

Find your PUK code

Mobile SIM errors and how to find your PUK code If you ever see a SIM Error message on your phone, here’s what to do – including how to get your Personal Unlocking Key (PUK). Select one of the links below to jump to a query: “Enter PUK” message “SIM card Rejected” message “Insert SIM” […]

Troubleshoot SMS/MMS issues

Troubleshoot your Mobile SMS or MMS If you’re having trouble with SMS or MMS on your 10MATES Mobile service, these steps will help you identify the issue. SMS are the original text messages, while MMS includes multimedia like images and videos. Select one of the links below to jump to a query: Can’t send any […]

Troubleshoot call issues

Troubleshoot your Mobile calls If you’re having trouble with calls on your 10MATES Mobile service, these steps will help you identify the issue. Select one of the links below to jump to a query: Can’t make or receive any calls Can’t make International calls Can’t make premiums calls Can’t make or receive any calls Your […]

Change plan

Change your mobile plan in My Account When you change your 10MATES Mobile plan, your new plan will kick in at the start of your next billing period. If your next billing period begins in less than 7 days, your new plan will kick in at the start of the following billing period instead. Important: If […]