FAQ’s

Keeping Your Current Number (Porting)

• What is porting?

  Porting (Mobile Number Portability) is the ability to move to another phone provider without changing your existing number.

• How do I port to amichi from another network?

  If you wish to connect to the amichi service, simply purchase a SIM Starter Pack from our website (select 'Sign up' from the menu). The number you need to call and information on how to port will be included in your SIM Starter Pack.

• Can I keep my existing number, even if I currently use a pre-paid service?

  Yes, you can transfer your number to amichi from a pre-paid service. When you call us with your porting details, you will need to give us the account number of your current pre-paid service.

• How long does it take to port my number?

  The porting process should take no longer than 48 hours. Delays may occur if system issues are experienced.

Voicemail

• How do I set up my voicemail service?

  To setup your voicemail service, please perform the following steps;

  1. Switch on your mobile phone and dial 121 (charged call) from your mobile.
  2. A recorded voice will ask you to enter a 4-10 digit PIN Code (security for your voicemail messages). Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.
  3. Enter your new Security PIN Code and press #.
  4. A recorded voice will ask you to record your name after the 'beep' and press #. This is used for the Standard Greetings and message delivery.
  5. You may also be asked to record a personal greeting of your choice and check your Time Zone location setting.
  6. Once complete your voicemail service will be set up and ready for use.

  Note: You will only be able to access messages after you have completed this setup process. Alternatively you will be taken through the setup procedure automatically the first time you try to retrieve a message

• How many messages can be stored on my voicemail service?

  Up to 20 voice messages of up to 5 minutes per message can be stored with voicemail. Played messages will automatically be saved for 7 days with the option to re-save the message as often as needed. Unplayed messages will automatically be deleted after 7 days.

• How long do messages stay in my voicemail box?

  Played messages will automatically be saved for 7 days with the option to re-save the message as often as needed. Unplayed messages will automatically be deleted after 7 days.

  If your phone is not within coverage or is turned off, the Network will continue to send the SMS alert notification for a period of up to 7 days.

• How do I change my voicemail security code?

  From your mobile phone:

  1. Dial 121 from mobile phone.
  2. Press 3 to select Personal Preferences and follow the voice prompts.

  From another phone (eg. landline)

  1. Dial 0414 121 121.
  2. Press * to access your own voicemail (your line provider will charge you the standard rate to call an Australian mobile number).
  3. Enter your current security code then press #.
  4. Enter your mobile number then press #.
  5. Your messages will be played.
  6. After all messages are played, you will enter the Main Menu.
  7. Select option 3 for Personal Preferences.
  8. Select option 2 for security code preferences.
  9. Select option 1 to change your security code.
  10. Enter your new security code (between 4-10 digits long), then #. Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.
  11. Your new code will be played back.

  If you have forgotten your voicemail security code please submit your request to reset the code via Customer Care.

Coverage

• What kind of coverage do I get with amichi?
  The amichi network covers 94.52% of Australia. Amichi use the Vodafone network.

MMS/Picture Messaging

• Why can't the person I am sending to receive my MMS?

  Check that the person you are sending to has a phone and mobile network which is compatible with MMS. You must also ensure that the message you are sending does not exceed the size limit of 100kB. Some phones automatically resize MMS messages to fit into the size restraint.

• Is there a limit on the size of MMS messages?

  When sending an MMS to a mobile, the size limit is 100kB. This may depend on the type of handset you have, so please refer to your handset manual. There is no size limit for MMS messages sent to email addresses.

Account Details

• How do I change personal details on my account?

  Log in to our Member's Area or send your updated information to Customer Care via email.

SIM Card & Security

• What is a PUK code and what is it used for?

  PUK stands for Personal Unblocking Key. This is a unique eight digit code specific to your SIM card. This is required when the PIN number is entered incorrectly 3 times on your mobile phone. You are then given 10 attempts to enter your PUK if required. If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.
  PUK codes can be obtained through the following ways:

  1. Locate your SIM certificate on your Starter Pack to find your PUK code.

  Submit your request via email to Customer Care.

• I have lost or forgotten my PUK, what do I do?

  Your PUK is found in your SIM Starter Pack on your SIM certificate. If you do not have access to this information, please contact Customer Care.

• How do I unblock my phone with the PUK code?

  The PUK code is your Personal Unblocking Key which is an eight digit code specific to your SIM card.

  For most handset types, the eight digit PUK code is entered directly into your phone. After selecting OK, you will be prompted to enter a 4 to 8 digit PIN code. You will then be asked to re-enter your chosen PIN code for verification. On other handset types, the PUK code is entered by using the following code, **05*(PUK Code)*(new PIN)*(new PIN)# [send]. Please refer to your handset manual.

• How do I obtain a replacement SIM card and what is the cost?

  To obtain a replacement SIM card, you will need to contact Customer Care.
  Replacement SIM cards are $5. If the replacement SIM is due to the SIM being lost/stolen, the charge is $5. If the SIM card has been blocked as the SIM card has had the PUK code entered 10 times incorrectly, then a new SIM card will be supplied for $5.

  Faulty SIMs will be replaced FREE of charge.

• What do I do if my handset has been SIM locked by another carrier?

  You will need to contact the carrier who locked the phone to have the handset unblocked. Charges may apply.

• How do I block my lost or stolen mobile?

  You have the option of barring your handset (IMEI) or your SIM to prevent your mobile phone from being used.
  Barring the SIM will stop all incoming and outgoing calls from your mobile phone number. Barring your handset will prevent the use of another SIM card in your phone.

  IMEI's reported to amichi will be registered and communicated to the other networks. This means that amichi will provide to all amichi customers, the option to prevent the mobile handset from being used on any network, this is in addition to SIM barring. However as a safety measure blocked handsets can still be used to dial emergency calls to 000 and 112.

  To report your SIM or mobile lost or stolen please contact Customer Care. Please also request whether you would like to have the IMEI blocked.

  Note: There is no charge to have your handset registered on the intercarrier handset blocking data base.

Prepaid Recharge

• How do I obtain my account balance?

  You can check your balance at anytime by calling 126167 from your amichi mobile.

• What is the maximum account balance I can have with amichi?

  The current maximum account balance that you can have at any point of time is $300.

• Do my call credits expire with amichi?

  Amichi credits are valid for 60 days once you have activated your recharge PIN.

• If I do not recharge my amichi account within a certain time period will I be disconnected?

  If your balance falls to zero, a 60 day grace period applies - during this period you can only receive calls or recharge. If you have not recharged after 60 days your number will be disconnected from the network.

  Note: You will still be able to make outgoing emergency calls during all grace periods.

• How will I know when to recharge?

  Notification will be provided in the following ways when your account balance is becoming low:

  • Low call time - If you are using your phone when your account balance falls to a level where it only contains enough call credits for a further 180 seconds of call time on your current call, you will receive an SMS to alert you that your call credits are low and that you may want to recharge.
  • First call of the day - If your account balance is below $3 you will hear a recorded message when you make the first call of the day, informing you that your account balance is low and that you may want to recharge.

  You can also call the account balance line on 126167.

Troubleshooting

• I cannot make calls, what should I do?

  If you are unable to make calls from your mobile please attempt the below troubleshooting steps:

  • If you hear "you have call barring activated", please contact Customer Care.
  • If you see the message "check operator services" and have a Nokia mobile with the number 2 in the top left hand corner, this means you are calling from line 2 instead of line 1. To rectify this, simply press and hold down the # (hash) key to alternate back to line 1.
  • If you make a call and "dead air" or no tone is heard, try switching the phone off and on (reset) and try calling again.
  • Confirm that you have sufficient signal strength on the screen of your phone. The signal strength is usually located opposite the battery symbol.
  • If signal strength is low, simply turn the phone off then on.
  • If still no signal, turn phone off, remove SIM card, clean with lint free cloth, blow into SIM card holder then replace.
  • If still no signal, perform a manual Network Selection. This option is found in the Menu of your phone, usually under Phone Settings.
  • If still no signal, test your SIM card in another phone. This will determine whether the fault lies with the SIM card or handset.

  If you have any further queries please contact Customer Care to have this investigated further.

• I am trying to send an SMS message from my mobile but I keep receiving a "Message Failed" or "Message not sent this time" or "Check Operator Services". What does this mean?

  When you are receiving an error message on your mobile when attempting to send an SMS message, you may need to check the following:

  • Do you have enough signal strength on your mobile phone? Can you make voice calls? Check the signal strength to ensure that Network coverage is available.
  • Attempt a manual reset. Turn the phone off, take the SIM out and gently wipe with a clean, dry, non static cloth. Replace SIM, turn the phone back on and try again.
  • Try sending an SMS with your SIM in another phone. If you are successful in sending an SMS, it may be an issue with your handset, if it does not work and the following suggestions do not work you may have a faulty SIM.
  • Try sending a test SMS to your own number - was it successful or unsuccessful? This will test your sending and receiving capabilities in one go.

On account

• Am I able to change my plan?

  Absolutely we are happy to help you choose the most suitable plan for you. As you’re calling habits change, you may want to change your level of plan. Just contact us for assistance.

• When can I change plans?

  You can request a change in plan at any time, and we will schedule the plan change to take place at the end of your billing cycle.

• When does the plan change take effect?

  Your plan change will take effect at the end of your monthly billing cycle, which is usually at the end of the calendar month.

Premium Services

• What are premium services?

  Premium services are content or live advice services which can be accessed by making a phone call, by messaging (e.g. SMS) or via a data connection from your mobile phone. Premium services numbers usually start with 188X, 19X, 190X, or an international number, for example 0011.
  Examples of premium services are sex services, psychic lines, weather services, voting lines for TV shows or competition lines, chat services or ring tones. Premium services can also include high school test result hot lines.

  Proprietary network services such as Vodafone Live also offer access to premium data services. Examples of such premium services include news updates, sports or weather reports, ring tones or wallpaper.

• How can you be charged?

  You can be charged for premium services in several ways:

  • Flat rate - this is where you are charged a fixed amount for each call you make. It is a good idea to keep track of how many calls you make as the cost can quickly add up.
  • Timed rate - this is where your calls are timed and charged at a rate per minute or per 30 second rate. A fixed set up or connection fee may also apply. Keeping track of how long you spend on the call will help to keep your costs to a minimum.
  • By data volume - this is where you are charged according to the amount of data you download from or via a proprietary network.

  You should always check the cost of the premium service before you use it. It is also a good idea to keep track of how many calls you make, or how often you access these services, and how long they last. Costs can quickly add up, possibly creating financial difficulty where the cost of using premium services is unexpectedly greater than the amount you may have budgeted for.