Frequently Asked Questions
Supporting Information
GETTING STARTED
Before you activate your new SIM, please take note of the following useful information:
Backup Your Contacts
SIM cards don’t usually store much information anymore, with contacts and personal information most likely saved on your device or somewhere on a cloud data bank
However, to ensure you do not lose any contacts that may still be on your old SIM, please ensure you copy or transfer this information before your new Commander SIM is activated.
All other information stored on your device, such as photos, music files, and messages, should also be backup up on a regular basis. Refer to your device user guide for instructions.
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 5pm 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.
To turn off/on Voicemail SMS notifications:
- Text the word OFF or ON to 159 from your mobile, or
- Dial 159 from your mobile and follow the prompts
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 132 777 at least 48 hours before you depart.
If you are already overseas and wish to activate or deactivate International Roaming, contact us by calling +61 2 9133 5823.
Please note: Using your mobile service overseas can be expensive, as usage is charged differently to usage within Australia and is not included in your plan’s usage allowances.
Whilst you are overseas, significantly higher charges apply for both making and receiving a call, text messages and for using data. It may also take several months for roaming charges to appear on your bill.
For important information associated roaming charges and how to avoid bill-shock please go to Mobile International Roaming or contact Customer Service on 132 777.
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.
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.
If your service is cancelled during the plan’s minimum term, an Early Termination Fee will apply. Contact Customer Service on 132 777 to confirm your payout figure.
MOBILE DATA
Managing your data
- Connect to WiFi whenever possible especially when you’re streaming videos, listening to music, playing games or downloading photos.
- Set your phone software/app updates to be completed by WiFi only.
- Turn your mobile data off whenever you are connected to a WiFi connection.
- Limit your push notifications, which are real-time downloads that can use a lot of data.
- Setup data usage alerts on your mobile phone and take notice of the usage alerts from Commander.
MOBILE BUNDLE DISCOUNT ELIGIBILITY
When you bundle a Mobile service with eligible Office Phones or Internet on the same account for a 12-month minimum term, you will receive a monthly $5 Mobile Bundle Discount on each Eligible Mobile Product.
Eligible Mobile Products and associated Eligible Products required to receive the Mobile Bundle Discount:
| Eligible Mobile Products | Eligible Mobile Products must be provisioned on the same account with one of the following Eligible Products: |
| CorePlus 25 CorePlus 35 CorePlus 45 |
Office Phones:
Internet:
Electricity:
|
| Business One Mobile 25 Business One Mobile 35 Business One Mobile 45 Business One Mobile 65 |
Office Phones:
Internet
|
Eligibility Rules for the Mobile Bundle Discount:
- Mobile Bundle Discounts apply to the Monthly Access Fee of Eligible Mobile Products bundled with an Eligible Product on the same account.
- e.g. On a CorePlus 25 mobile plan, the monthly access fee is discounted from $25 to $20 per month, if bundled with an Eligible Product.
- Is applicable for as long as the Eligible Mobile Product and bundled Eligible Product remain active on the same account.
- Mobile Bundle Discounts may not be available with other promotions or discount offers.
- Maximum of 50 Eligible Mobile Products per customer applies.
PLAN CHANGES & TERMINATION FEES
During a plan’s minimum term, you may change to a higher or lower plan within the same plan family. No fee will apply.
If your service is cancelled during the plan’s minimum term, an Early Termination Fee will apply. Contact Customer Service on 132 777 to confirm your payout figure.
TROUBLESHOOTING
Often mobile device issues can be resolved with some basic troubleshooting steps you can perform yourself:
- Restart your mobile
- Take the battery out and put it back in (if possible), then restart your device
- Take the SIM card out and put it back in to make sure it’s inserted correctly
- Check if a software update is available and run this over a Wi-Fi connection
- Back up your data first, then perform a factory reset. Note: this will reset your phone back to original settings and erase all data so should be used as a last resort.
If you are still experiencing issues, please contact Technical Support Team on 132 777 for assistance.
LOST OR STOLEN MOBILE
In case of a lost or stolen mobile phone, contact us immediately Here
Commander will:
- Register the issue and bar the service.
- Advise you on how to approach the authorities in the event of a stolen device; and
- Consider your options for replacement/upgrade.
ONLINE MANAGEMENT TOOL
Take Command is your free online account management tool which allows you to:
- View invoices
- View services
- Create reports
- Make payments
- Activate SIMs
- Manage settings
- Set alerts
To access Take Command, click here and enter your username and password. Your username is your Commander account number and a temporary password would have been emailed to you when you first joined Commander.
To help you get started, take a few moments to read the Take Command User Guide and enjoy the convenience of managing your account online, 24/7.
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
Billing Overview
The Commander invoice has been designed to deliver a large amount of useful information in a clear, easy to read format. We have prepared a bill explainer to help you read and understand the content of your bill.