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FREQUENTLY ASKED QUESTIONS General Questions Related to the Network General Questions Related to the Network Top Why do I get "SIM Registration Fail" or "Unregistered SIM?" The Sim you have inserted in your phone is not registering to the network, please contact Customer Care. Why do I get "No Network Coverage" or "No Service?" You are basically in an area where there is no network coverage. If you know you are in the network coverage area please contact Customer Care, as this could be a network problem. Why is that sometimes I want to call and I get "Call Fail?" Please try again but if problem still exists, please call Customer Care. Call Dropped, Call Not Allowed" The feature Fix Dialling is "ON", which you must turn "OFF". This feature if "ON" allows you to call only the numbers that you program into the Fix Dialling Phone Book. Why does the network fail in some areas where some GSM phones are working? Reception of signal varies on different types of handset antennas, wether external or internal. We recommend that our customers should purchase handsets with external antennas in areas where signal is weak. Where can our GSM phones be used in PNG? Port Moresby When can the GSM services be used in other parts of PNG? PMC plans to provide coverage to other parts of the country. General Questions Related to Phone or Handset Top The mobile phone you are calling is switched off. Why is it that when I insert a new SIM card into my handset and I get "SIM Lock?" The sim card is locked to a phone, where no other sim card can be used in that phone. You should use this feature to protect your phone if stolen. Please check with phone manual or call Customer Care for assistance. Why do I get phone "Phone Lock?" Your Phone is locked to a network in which the phone was last used. Please check with phone manual or contact Customer Service for assistance. What is a PUK Code? 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, your SIM card will be blocked permanently and you will require a new SIM card. PUK codes can be obtained from your SIM card holder on purchase or link to user guide What is a PIN Code? Personal Identification Number. What is Phone Block? You need the phone unblocking code from the Dealer where you bought the phone. Why is it that some Phone Brands cannot access 1250, "1" for balance check or "2" for the recharge option? The DTMF feature in the phone has not been activated. Check Phone manual to activate. Phone Line in Use Please check feature in call settings and select option "1", or refer to phone manual to look up the feature General Questions Related to Prepaid Top Why is it that when I try to make a call I get the voice prompt "You do not have a Prepaid account?" Please call Customer Care Why is it that when I try to make a call, I get the voice prompt "your card is temporarily put on hold?" Your prepaid account has not been activated due to the application coming in late from dealers that you purchase your startup kits from. Please call the dealer where you purchase your startup kit and check with your application and make sure all information is correctly filled in. Then you can call Customer Care for assistance. Invalid Option Call Customer Care Why do I get "You have reached your maximum credit limit" when I make a call and I am still on the phone? You have 1 minute call time remaining. After the minute and if you do not recharge your credits your call will be dropped. You have dialled an unauthorized number. Call Customer Care What do I dial to check my credit balance? Dial "1250" and follow voice prompt, and press "1". What do I dial to recharge my account? Dial "1250" and follow voice prompt, and press "2" and enter recharge card number. General Questions Related to Voice Mail System (VMS) Top Why do I get "There is no Mail Box at this number" when I try to access my voicemail box? Please call Customer Care or email a request through our contact to get your voicemail box activated. Voicemail box number is activated with no charge. Go to User Guide on Voicemail It is not possible to leave a message at this time Your mail box is full, please delete messages from your mail. Link to user guide. Number Busy Call Customer Care How do I activate and de-activate voicemail diversions on my phone? Through your handset menu. Please refer to your handset manual for instructions. To activate a diversion to voicemail: Select the call option you want to divert to voicemail, and activate to 'other number' and enter 1150 + your mobile number and press ok. This should activate your diversion. Default password for your mailbox "1234" followed by the "#" key. How to access voicemail from my Mobile or Fix Line? Go to User Guide on Voicemail
Can the Phone Book of one SIM be transferred to the phone book of another SIM? Phone book can be transferred only on request, when you bring your old SIM to B-Mobile office with your new SIM. Why are charges to expensive? Cost of providing a Mobile Service is generally more expensive than a normal telephone service. Can customer itemised billing be printed free of charge? Contact Customer Care Why is it that I ran out of credits quicker than I expect? It could be that your calls did not end properly, please make sure your call is properly ended when conversation is complete. It is further suggested that you should activate key lock feature, when phone is put in pocket, and also keep out of reach of children. General Questions Top What are the approved type of handsets (Mobile phones) and accessories? Phones that are compatible to GSM900. How many packages does B-MOBILE offer? For the moment there are 3 packs. You are able to use your SIM card internationally and your number remains the same. When is International Roaming service be available to customers? International Roaming is not available to B Mobile prepaid customers. Available when an agreement is made between B-Mobile and other operators around the world. This feature can be used only with postpaid mobile. Can I use my Mobile Phone to connect to the internet? Internet services are not available to customers. Why is it that some calls from overseas are not received on my mobile phone? International dial codes have to be activated in overseas operators, please contact Customer Care What is SMS? Short Message Service See more information under SMS Will the SMS service be available for both international and local? Only locally for the time being. What is SIM? Subscriber Identification Module. Is the card that is inserted into your mobile phone. See under What is a SIM card? How long will it take for my phone to be connected? Not more than 24 hours. How long will it take for my itemised billing to be processed? 24 hours with the charge of K10.00 per print out. What is CLI? Calling Line Identification, it allows people to see your mobile phone number on their display when you call them. Why is it that some calls to my handset (mobile phone) do not display the callers number? Mobile to mobile calls should be displayed, fix line numbers are not able to be displayed as this feature is not activated in the Fix line switches. What are the Customer Service numbers that I can call free of charge? Our Customer Service number that is available FOC is 323 5555 What do I do when I loose, damage or get my phone stolen from me? Contact Customer Care immediately, where your SIM card will be deactivated, so that calls cannot be made from that SIM card. And you can re-apply for a new SIM card for K60.00.
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