Archives: FAQs

From 1 July 2026, Australia is introducing new rules to help reduce SMS scams where scammers pretend to be trusted businesses, government agencies, banks, delivery companies or telcos. The change relates to branded SMS sender names. This is the name that appears at the top of a text message instead of a mobile number.

What is changing?

From 1 July 2026:

  • text messages sent using a registered branded sender name will continue to show that registered name
  • text messages sent using an unregistered branded sender name will appear as “Unverified”
  • “Unverified” messages may be grouped together on your phone with other unverified messages, including possible scam messages

This change is designed to make it harder for scammers to impersonate legitimate organisations by using their name in a text message.

Messages from Pennytel

Pennytel has registered its SMS sender names – PENNYTEL and MOBILESVCS

This means text messages we send using our branded sender names should continue to appear using those sender names, rather than as “Unverified”.

However, scammers may still try to impersonate us or other organisations in other ways. You should always be careful with unexpected messages, especially if they ask you to click a link, make a payment, verify your identity, or provide personal information.

What should I do if I receive an “Unverified” message?

Treat it with caution! If a text message appears as “Unverified”, or if a message looks unusual or unexpected:

  • do not click links
  • do not reply
  • do not open attachments
  • do not provide passwords, payment details, identity documents, account information or one-time passcodes
  • do not call phone numbers included in the message unless you have verified them independently

Instead, contact the organisation directly using its official website, app, or known contact details.

Stop, check, then act

Before acting on a text message, ask yourself:

  • Was I expecting this message?
  • Is it asking me to act urgently?
  • Is it asking for money, personal details, passwords, payment information or identity information?
  • Can I verify the message another way?

Pennytel will never ask you by SMS to provide your password, full payment card details, online banking details, or one-time passcodes.

If you receive a message claiming to be from Pennytel and you are unsure whether it is genuine, please do not use the links or phone numbers in the message. Contact us through our official website or usual customer support channels.

If you think you have received a scam message

If you think a message may be a scam, you can report it to Scamwatch.

If you believe your money, personal information, account details or identity information may have been compromised, contact your bank immediately and seek help from IDCARE.

These new SMS rules are an extra layer of protection, but they do not remove the need to stay alert. If a message feels unusual, stop and check before you act.

More information

You can find more information about the SMS Sender ID Register on the ACMA website.

Once activated, it is not possible to remove an active travel pack from an end-user.

Helpful tip – If you would like to call home (Australia) from overseas, remember to include the country code before entering the phone number. For example, 0422 222 222 will be +61422 222 222

You will be able to receive SMS but not calls, if you don’t have a roaming pack on.*

*You can make calls/SMS if you have access to WiFi.

You won’t be able to roam. We advise that you purchase a local SIM to be able to continue to make calls and roam.

All our travel packs come with Wi-Fi Calling & SMS. Stay connected even without a mobile signal – call and text back home using Wi-Fi.

Yes you can. You can have multiple travel packs active at the same time, the pack with the earliest expiry date will be used first.

  • Calls and SMS: You’ll continue using the allowances from your first pack until it expires. After that, any remaining allowances from your new pack will be used.
  • Data: Your data usage will be deducted from the new data pack immediately.
  • Exception: If you add the same travel pack, your allowances will reset. Note: This immediate usage applies to calls and SMS usage as well if the first pack expires.

What’s happening? 

From 28 October 2024, Telstra  will be switching off their 3G network.  Impacted 3G and some 4G/5G devices may include phones, smartwatches, tablets, in-home personal emergency alarms, EFTPOS terminals and fire and security alarms. 

You must take action to stay connected. Check your mobile phone by texting “3G” to the number ‘3498’ 

Important: Triple Zero Impacted Devices 

It is a requirement that all mobile phones sold in Australia support Triple Zero (000) calling over 4G networks (Voice over LTE emergency calling). Older 3G handsets, as well as some 4G/5G handsets may not be compliant and are unsafe, as they may not be able to call emergency services, including Triple Zero (000). 

Telstra is legally required to prevent mobile phones that cannot call Triple Zero from accessing its network from 28 October 2024. Once a device is blocked, you will not be able to use that handset for voice or data. 

What should I do now? 

Check your mobile phone by texting 3 to the number 3498. This will tell you which action below you need to take: 

Upgrade to a compatible device: To continue to connect to the Telstra mobile network you will need a device compatible with 4G frequency Band 28 (700Mhz) and Voice over LTE (VoLTE) including VoLTE Emergency Calling. 

Software update: Update your device software and firmware to iOS10 or Android 9 and above. It may take 5-10 minutes to update, and your device will reboot after it’s done. We recommend using Wi-Fi to reduce data usage Then make sure VoLTE is switched on in your phone’s settings.  

  • iOS devices: Settings > General > About Device > Software Update 
  • Huawei: Settings > System > Software Update > Check for Updates 
  • Motorola: Settings > System updates > Check for updates 
  • Nokia: Settings > System > Advanced > System Update 
  • OPPO: Settings > Software Updates 
  • Other Android devices: Go to Settings > System > Software update. 

The steps to check and update your device settings may vary based on which version of Android or iOS you have on your device. 

  • Other Android devices: 
  • Go to Settings 
  • Select Network and internet 
  • Go to Mobile Network 
  • For the Preferred network type, select Automatic. If automatic isn’t an option, select 4G. 
  • Other Apple devices: 
  • Go to Settings 
  • Select Mobile 
  • Go to Mobile Data Options 
  • Go to Voice and Data and select Automatic. If automatic isn’t an option, select 4G. 

Many new devices have VoLTE enabled by default and don’t have a setting to disable it, but in some cases you’ll need to manually enable it using these steps: 

  • Apple iPhone: 
  • No active eSIM: Go to Settings > Mobile > Mobile Data Options > Voice & Data. Choose 4G, VoLTE On 
  • Active eSIM: Go to Settings > Mobile > Select SIM > Voice & Data. Choose 4G, VoLTE On. 
  • Samsung: Settings > Connections > Mobile networks. Toggle VoLTE calls 
  • Huawei: Settings > Wireless & Networks > Mobile Network. Toggle VoLTE calls 
  • OPPO: Settings > Dual SIM (or SIM card and mobile data on single SIM models) > Cellular Network. Choose SIM 1 or SIM 2 (just SIM on single SIM phones). Toggle VoLTE Calls 
  • Nokia: Settings > Network & Internet > Mobile Network > Advanced. Toggle Enhanced 4G LTE Mode 
  • Motorola: Settings > Mobile network > Mobile data. Toggle VoLTE calls. 

What is VoLTE? 

Voice over LTE (VoLTE) lets you make clearer phone calls over 4G (LTE) networks. Mobile network operators around the world are beginning to shut down their 3G networks, meaning VoLTE will be increasingly required to make or receive phone calls (including emergency calls) when using their networks abroad. 
  

Emergency calling 

Your mobile device must support VoLTE emergency calling to make an emergency call to 000 on Telstra’s network. If your device does not support VoLTE emergency calling, you will not be able to make an emergency call to 000 on the Telstra Mobile Network. 

Which devices are compatible? 

To use VoLTE, you’ll need a 4G device which is VoLTE-capable. It will also need to be compatible with the following technology and bands: 

  • Required: 4G 700 MHz (B28),  
  • Optional: 4G 1800 MHz (B3) banding. 

How do I enable VoLTE on my mobile phone? 

For Apple compatible devices   

Check your mobile phone’s operating system is updated to the latest iOS version. 

Ensure VoLTE is turned on. If you have a 4G iPhone: 

  1. Go to Settings 
  1. Select Mobile 
  1. Select Mobile Data Options 
  1. Select Enable 4G. 
  1. Select Voice & Data 
  1. If available, turn on VoLTE. 

If you have a 5G iPhone, VoLTE is automatically enabled on your device. 

VoLTE will typically be activated on your mobile phone within 4 hours of completing the above steps. 

For all other compatible devices   

Ensure your mobile phone’s operating system is up to date. Once it’s up-to-date, VoLTE will typically be enabled on your device within 4 hours. 

Refer to your user manual. 

What devices will be blocked from the Telstra Mobile Network? 

The Australian government has passed legislation – a law – that requires us to block devices that can’t call Triple Zero post 3G closure on Telstra’s mobile network, and we are legally bound to comply come 28 October when the network begins to close. 

This direction requires us to block devices that are Non-VoLTE (4G data, 3G Voice) and VoLTE capable but require 3G for Triple Zero handsets. These are typically refurbished mobile phones, oversea variants and/or mobile phones that are mostly older than 2019, however there are a few makes/models as recent as 2022. 

Can I still make an emergency Triple Zero (000) call through Telstra if I don’t upgrade my 3G mobile device before 28 October 2024? 

No, as Telstra will no longer have 3G mobile coverage from 28 October 2024. 

Mobile devices have special roaming capabilities when calling Triple Zero (000). In instances where another carrier has 3G coverage, you may still be able to make a 000 call. However, it’s important to note that other carriers are likewise closing their 3G network in similar timeframes to Telstra. 

Telstra strongly encourage all customers to ensure that they have a 4G/5G VoLTE capable and compatible device before 28 October 2024.  

Is your device from overseas or second hand? 

If you’re using a device that was set up for another country (i.e. you bought it overseas, it was imported, or it’s second-hand and you’re not sure where it’s from), it may have patchy coverage when 3G closes. 

That’s because Telstra’s main 4G frequency is band 28 (B28)/700MHz. But in many countries, this frequency isn’t used for 4G, so phones aren’t configured to use it. 

You can find out if your phone is in this category by texting ‘3’ to 3498. If it is, you’ll need to upgrade to avoid losing coverage in places where B28 is the only available frequency (usually outside major cities/regional hubs). 

What is VoLTE and what do I need to do before the 3G closure? 

Voice over LTE (VoLTE) lets you make phone calls over the 4G (LTE) network. Your mobile device will use 4G to make and receive these calls in areas where 4G (LTE) is available. When Telstra’s 3G network closes from 28 October 2024, VoLTE will be required to make or receive phone calls on the Telstra mobile network. It’s important to note that: 

  • 3G phones do not have VoLTE; and 
  • not all 4G phones have VoLTE and/or are compatible with the Telstra network. 

If you have a 3G mobile device, you must upgrade to a 4G/5G mobile device that is VoLTE capable and compatible prior to 28 October 2024. 

Why do I hear a recorded message and what can I do about it? 

If you hear a recorded message on your phone about the 3G network closure, you have a device that needs to be upgraded to stay connected after the network closes. 

You’ll hear the message if your device relies on the 3G network, doesn’t support Voice over 4G (VoLTE), or is 4G-enabled but uses 3G for emergency calls. 

We can’t remove the message, as it’s vitally important to ensure you’re using a device capable of contacting Triple Zero after we close the 3G network from 28 October 2024. 

Once you’ve upgraded, the message will be removed, but it may take up to 24 hours to do so. 

Note: Calls to Triple Zero before the network closure won’t play the recorded message. 

If you hear a recorded message on your phone about the 3G network closure, you have a device that needs to be upgraded to stay connected after the network closes. 

You’ll hear the message if your device relies on the 3G network, doesn’t support Voice over 4G (VoLTE), or is 4G-enabled but uses 3G for emergency calls. 

We can’t remove the message, as it’s vitally important to ensure you’re using a device capable of contacting Triple Zero after we close the 3G network from 28 October 2024. 

Once you’ve upgraded, the message will be removed, but it may take up to 24 hours to do so. 

Note: Calls to Triple Zero before the network closure won’t play the recorded message. 

Voice over LTE (VoLTE) lets you make phone calls over the 4G (LTE) network. Your mobile device will use 4G to make and receive these calls in areas where 4G (LTE) is available. When Telstra’s 3G network closes from 28 October 2024, VoLTE will be required to make or receive phone calls on the Telstra mobile network. It’s important to note that: 

  • 3G phones do not have VoLTE; and 
  • not all 4G phones have VoLTE and/or are compatible with the Telstra network. 

If you have a 3G mobile device, you must upgrade to a 4G/5G mobile device that is VoLTE capable and compatible prior to 28 October 2024. 

If you’re using a device that was set up for another country (i.e. you bought it overseas, it was imported, or it’s second-hand and you’re not sure where it’s from), it may have patchy coverage when 3G closes. 

That’s because Telstra’s main 4G frequency is band 28 (B28)/700MHz. But in many countries, this frequency isn’t used for 4G, so phones aren’t configured to use it. 

You can find out if your phone is in this category by texting ‘3’ to 3498. If it is, you’ll need to upgrade to avoid losing coverage in places where B28 is the only available frequency (usually outside major cities/regional hubs). 

No, as Telstra will no longer have 3G mobile coverage from 28 October 2024. 

Mobile devices have special roaming capabilities when calling Triple Zero (000). In instances where another carrier has 3G coverage, you may still be able to make a 000 call. However, it’s important to note that other carriers are likewise closing their 3G network in similar timeframes to Telstra. 

Telstra strongly encourage all customers to ensure that they have a 4G/5G VoLTE capable and compatible device before 28 October 2024.