Need some help with your satellite phone? Below are a few common queries we receive about satellite phones and their operation:

First of all, make sure you check the following points:

  • Ensure your antenna is deployed and pointed directly to the sky with no obstructions (dense foliage, trees, tall buildings and mountains can obstruct your signal)
  • Ensure you are in a stationary position while the phone is registering with the satellite network or in use.
  • Ensure you have sufficient prepaid credit (if you are on a pre-paid plan).
  • Ensure you are dialling the correct number, including the country and area codes, if applicable.
  • Extremely cloudy conditions or thunderstorms will affect signal strength.

My satellite phone is locating and connecting to the satellite, but I cannot make any calls

Please remember that when you’re dialling from a satellite phone, it’s as though you’re in a whole different country! This means that you will need to dial the full international number sequence of the phone service you’re calling, no matter what country you or the receiving party is in.

For example:
If you’re dialling the TeleBiz phone number which is 07 4040 2000, you would input this into the satellite phone: +61 7 40402000.

+: The plus symbol replaces the old “0011” prefix required to dial internationally.

61: Australian country code

7: Queensland state code (it is necessary to omit the “0” from the state code)

40402000: TeleBiz phone number

Remember – the country code 61 must replace any zeroes at the beginning of the phone number you’re dialling!

I can receive calls & SMS without a problem, but I’m unable to dial or SMS anyone

Your problem is most likely caused by the number you’re dialling – please see the directions above.

My satellite phone will not locate any satellites or register with the network

Make sure you’re standing still whilst the phone is registering with the network. Any movement during the registration process could cause the process to fail.

Your phone’s SIM card may not be inserted correctly. Please remove the battery from the telephone, and ensure that the SIM card cover is securely clipped, holding the SIM card firmly over the contacts. If the SIM card is raised by even a millimetre when you remove the battery, you will need to slide the SIM clip to secure it properly.

If your SIM card is inserted and secured correctly, make sure you have a clear view of the sky. Even standing under a tree could disrupt communications between your telephone and the satellite network.

There is a speech delay when I’m talking on my satellite phone

This is perfectly normal. Because satellites are located around 35km above the earth’s surface, it takes time for the voice data to reach your telephone. This is completely unavoidable with all satellite phones, regardless of network, brand, or model.

If you’re using an Inmarsat IsatPhone Pro, you can use the following number to test your handset’s connectivity: +8707 7699 9999. You do not require any pre-paid credit to call this number.

Do NOT call this number from any device other than an Inmarsat IsatPhone Pro handset – this number will incur the same satellite call charges (~$20/min) if called from any other network (Telstra/Optus/etc). Again, only ever call this number from an Inmarsat IsatPhone Pro.

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