Mobiles Support

Frequently Asked Questions

Mobile

Can I keep my current Mobile number?

Yes, you can easily transfer your existing mobile number from your current provider. We will manage the process with you to ensure the transition goes smoothly.

What size SIM do I need?

Commander make it easy with all 3 sizes within the one SIM card. You just need to punch out the SIM size that is required for your handset - Standard, Micro or Nano.

How long does it take to transfer my number to Commander?

Transferring your mobile number to Commander will take up to five business days. You will receive notifications throughout the activation process to keep you updated and confirm when your service has been ported to Commander. 

As soon as you notice your previous provider’s SIM card has stopped working, simply remove it from your mobile phone and insert your new Commander SIM to get started.

What is Shared Data?

Mobile plans eligible for data sharing, pool data inclusions from two or more mobile plans into one single allowance which is then shared between eligible mobiles on the same account.

Can I get a no-lock-in contract option?

Commander Mobile plans are available with a 12-month or 24-month minimum term only. See Mobile Plans.

Can I call International numbers from Australia?

Yes, we have mobile plans that include International call minutes to 58 eligible countries.

Charges apply once your included international minutes have been used or if your plan does not an international call allowance. See Mobile International Call Rates.

There are also various apps that support international calls using mobile data or Wi-Fi e.g. WhatsApp, Viber, Skype. 

Can I use my mobile overseas?

If you are heading overseas, make sure you call us on 132 777 at least 48 hours prior to your planned travel period, to request International Roaming capability on your service.

To successfully activate International Roaming, you must have a minimum of 3 months billing history with Commander and no late payments or overdue amounts owing. Setting up Direct Debit on your account is also a prerequisite.

Do you have International Roaming Packs?

Commander does not currently provide International Roaming packs.

We understand mobile roaming charges can be quite expensive and encourage customers to purchase a local SIM in the country they are travelling to, which are readily available at airports and most supermarkets for reasonable prices.

See Mobile International Roaming.

Do you sell Mobile Phones?

Yes Commander’s range of mobile handsets suit all needs and budgets and can be purchased outright or with a Monthly Repayment Option (MRO) over 24 months. Explore our Mobile Phones.

To purchase a mobile phone from Primus, you must have minimum of 3 months mobile service billing history with Commander and no late payments or overdue amounts owing before you can purchase a handset from us.

Will I get 4G?

Commander Mobile services are powered by the Optus 4G Plus network which is available in 4,451 metropolitan & regional sites around Australia. With a compatible device, that means you can enjoy superfast Internet in lots of new places. Check Mobile Coverage.

What is 4G LTE?

4G is the next generation of mobile network communication utilising LTE (Long Term Evolution) technology.  LTE technology can deliver significantly enhanced data capacity and coverage when compared to 3G technology.

What happens if I’m not in a 4G coverage area?

In areas where 4G is unavailable you will continue to receive quality 3G coverage. Providing your device is 3G Dual Band compatible (2100MHz/900MHz), you will still experience the benefits of enhanced coverage across Australia.

Mobile Broadband

What is Mobile Broadband?

Is designed to deliver high-speed wireless Internet connectivity through a portable device such as a Tablet, Pocket WiFI or USB modem.

Commander Mobile Broadband services are powered by the Optus 4G Plus network. With a network compatible device, that means you can enjoy superfast Internet in more places. Check Mobile Coverage.

Can I keep transfer my current Mobile Broadband service to Commander?

No, Commander will issue you a new Mobile Broadband service and SIM Card which will be ready for use as soon as you receive it.

If you have a mobile broadband service with another provider that is no longer required, you must ensure you cancel it with your previous provider.

What is SIM Only Mobile Broadband?

SIM Only Mobile Broadband are 12-month plans designed for use with your own tablet, modem or laptop. Bring your own device and choose the plan that works for you. Explore our Mobile Broadband Plans.

What is Commander’s Mobile Broadband APN?

The APN for your new Mobile Broadband service is: primuslns1

If you find this APN does not work, you may be on an older Commander plan. Please call our Technical Support Team on 132 777 for assistance.

Do you sell Modems?

Yes Commander offers modem options with 24-month Mobile Broadband plans. Modems can be purchased outright or with a Monthly Repayment Option (MRO) over 24 months.

Can I share data on Mobile Broadband plans?

Commander Mobile Broadband plans come with generous data inclusions per user which cannot be shared across multiple users on the same account.

Can I get a no-lock-in contract option?

Commander Mobile Broadband plans are available with a 12-month or 24-month minimum term only.

Will I get 4G?

Commander mobile broadband services are powered by the Optus 4G Plus network which is available in 4,451 metropolitan & regional sites around Australia. With a compatible device, that means you can enjoy superfast Internet in lots of new places. Check Mobile Coverage.

What is 4G LTE?

4G is the next generation of mobile network communication utilising LTE (Long Term Evolution) technology. LTE technology can deliver significantly enhanced data capacity and coverage when compared to 3G technology.

What happens if I’m not in a 4G coverage area?

In areas where 4G is unavailable you will continue to receive quality 3G coverage. Providing your device is 3G Dual Band compatible (2100MHz/900MHz), you will still experience the benefits of enhanced coverage across Australia.

Supporting Information

Getting Started

Before you activate your new SIM, please take note of the following useful information:

Save Your Contacts

To ensure you do not lose any information including contact details stored on your old SIM card, please copy and back up your SIM card.

Please note, your SIM card only stores contact numbers. If you wish to backup other information from your handset, such as photos or messages, you will need to consult your mobile phone user guide.

Some Services That Will Change
Voicemail
  • You will lose all new and saved messages

  • You will lose your existing greeting Diversions

  • All existing diversions will be lost

  • Diversions will be automatically set to Voicemail 321

SMS & MMS
  • Any messages saved to your old SIM will be lost

  • For instructions on saving these, refer to your mobile phone user guide

PIN & SIM Security

Commander believes that you should decide what level of SIM security is required for your service. We have preconfigured your SIM to not ask for a PIN Code when you switch it on.

If you would like to set up a PIN Code simply consult your mobile phone user guide for instructions.

Default Value Add Services

At the time of activation, your mobile service has access to the following services:

  • Voice Calls

  • Mobile Data

  • Short Message Service (SMS)

  • Multi-media Message Service (MMS)

  • Call Forward (diversions)

  • Voicemail (if selected at POS)

For information on any other services please call Customer Service on 132 777.

Activate Your SIM

To activate your new Commander SIM please call our friendly team on 1300 346 174 Monday to Friday, 8am to 7pm AEST.

You can also active your new Mobile Broadband SIM online via Take Command

Select your mobile number from the ‘Service’ menu, then click on ‘Activate SIM’ – it’s that simple!

Value Add Services

Voicemail

Commander Voicemail allows you to record a greeting that callers will hear prior to leaving a message.

To set up Voicemail:

  • Dial 321

  • Simply follow the prompts to set up your:

    • New PIN

    • Personalised greeting, and

    • Record your name

Please note charges apply when using this service.

Call Waiting

Call Waiting is automatically activated on your account. This service allows you to place a call on hold, answer an incoming call and switch between callers.

  • To turn Call Waiting on press *43#SEND

  • To turn Call Waiting off press #43#SEND

  • To check your call waiting status press *#43#SEND

Call Forward

When your phone is switched off or out of range, calls can be diverted to your Voicemail if enabled, however, you may wish to divert your calls at other times. To activate Call Forward on your mobile phone, replace the XX with one of the diversion codes listed on the next page:

  • To activate Call Forward press **XX*<number for diversion>#SEND

  • To cancel Call Forward press ##XX#SEND

  • To check your diversion status press *#XX#SEND

Call Forward Codes
  • 21 - Unconditional all calls are diverted

  • 004 - Conditional calls are diverted based on conditional criteria

  • 61 - No answer calls are diverted when the phone is not answered

  • 62 - Unreachable calls are diverted when you are out of coverage or your phone is switched off

  • 67 - Busy signal calls are diverted when you are busy

Directory Assistance

124 937 is a directory assistance service that connects you to an operator who can transfer you straight through to the number you want to call within Australia.In addition, 124 937 offers the ability to request the name and phone number be sent to your mobile phone as a SMS. Please note charges apply when using this service.

Mobile Coverage

Commander Mobile and Mobile Broadband services are delivered over the Optus 4G Plus mobile network.
Check Mobile Coverage in your area.

Mobile International Roaming

As a Commander customer you can use your mobile service while travelling in most countries overseas. To activate this service and check your mobile phone’s overseas network compatibility, please contact Customer Service on 137 222 at least 48 hours before you depart.

If you are already overseas, contact us by calling +61 3 6215 7808.

Please note: Using your mobile service overseas can be expensive, as data and calls are charged differently to usage within Australia.

For important information associated roaming charges and how to avoid bill-shock please go to Mobile International Roaming or contact Customer Service on 137 222.

Mobile International Calls

Mobile International Calls are direct dialed calls that have originated in Australia from a Commander mobile service connected to the Optus Mobile Network to an overseas country.

Check Mobile International Call Rates

Mobile Data & Auto Top Ups

Bill shock is a thing of the past... our mobile plans include generous Mobile Data inclusions and Automatic Top Ups to help you eliminate concerns over expensive data charges. Get back to focusing on your business and what counts.

Information about Monitoring your Usage Levels

Commander Usage Alerts are designed to help you manage your spend and give you peace of mind when your next bill arrives.

Alerts are free and there is no need to register for this service – they are sent automatically for eligible plans with included value.

Find out more about Alerts & Monitoring your Usage Levels

Ways to Manage your Usage Consumption

One of the best ways to manage your Mobile Data is to use Wi-Fi whenever available. Set up your mobile phone to connect automatically to an available Wi-Fi Internet connection when you’re in the office or at home. You can also use Wi-Fi hotspots at many local coffee shops and restaurants.

Other useful tips to manage Mobile Data consumption:

  • Try not to use from using data-intensive apps. If you’re not connected to a Wi-Fi network, don’t stream music or video content from the internet. Apps like Skype, YouTube, Spotify, iPlayer and TV Catchup will speed through your download allowance very quickly.

  • Avoid tethering your mobile to your PC. This can use large amounts of data quickly as you might automatically update software and are more likely to view more websites that will be data rich (e.g. lots of images, non-mobile sites).

  • Turn off automatic updates. Application updates can go through your monthly data allowance very quickly, for example 10 application updates is equivalent to about 100MB data. For Android phones, go to the Google Play menu button and select the Settings menu item, uncheck the box for “Auto-update apps”. You can also further restrict data consumption by checking the box for “Update over Wi-Fi only”.

  • Try bandwidth saving applications. There are some apps (e.g. Onavo, Opera Mobile) that may reduce your data consumption through compressing data before it is transferred to you.

  • Disable those data-hungry apps. On Android phones, you can check to see how much data each of your applications is consuming by going to Settings > Data Usage. Uninstalling data-hungry apps or restricting their use of background data can stop them eating into your monthly data allowance.

  • Always try to use mobile-optimised websites. This will minimise how much data is transferred.

  • Look for free Wi-Fi hotspots to browse the net when you are out and about.

  • Use a USB link to computers to download and upload large files to and from your smartphone.

  • Check email via a webmail interface and delete large attachments (such as funny videos/pictures) from friends before downloading them to your phone.

Understanding your Bill

Your first Commander invoice will include pro-rata charges for the number of days between your sign-up date and the end-date of your billing cycle, as well as a full month in advance and any applicable usage charges.

Please note that any included usage allowances are also be adjusted on a pro-rata basis. Therefore, if usage exceeds the adjusted pro-rated allowance, excess usage charges will apply.

To learn more about your Commander bill check out our useful Bill Explainer

Our friendly Customer Service team is also available to assist you regarding any unbilled amounts on your account or for information on your current usage levels.

Call us on 132 777. You can also email us using our enquiry form at Contact Us. Your privacy is important to us, so be sure to have your account information handy so we can verify your identity before providing account information.

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