FreePhone Corporate is often asked questions with regards to mobile phones. We believe empowerment is the best tool for end users so we’ve created a helpful resource library for frequently asked questions.


FreePhone Corporate can source the PUK on behalf of our corporate customers.

The PUK is a security feature of the SIM and is unique for every mobile service number. It’s required when the SIM PIN is entered incorrectly three times. The PUK is then required to gain access to the SIM. Be careful because if you enter the wrong PUK ten times it will render the SIM useless. A SIM replacement is then required.



Use the following codes in your phone to control your call diversions. Save them as a contact and have them at your fingertips.

For iPhone or iPad

Divert calls when not answered **61*(phone number)**30(duration 5 to 30 seconds) # send
Divert calls when switched off **67*(phone number to divert to) # send
Divert calls when not available **62*(phone number to divert to) # send
Divert all calls unconditionally **21*(phone number to send to) # send
Cancel unconditional diversions ##21# send
De-activating all diversions ##002# send
Check what diversions are active *#(diversion code eq 61) # send

Numbers to use when diverting calls:
Diverting calls to Telstra MessageBank use 101
Diverting calls to Telstra Memo use 102


  • 1. When diverting to fixed line numbers, ensure that you enter the STD code e.g. 0292178000.
  • 2. When pushing the * button with the Nokia phones wait 3-5 seconds before you push the * button again.


When sending an SMS and using a Telstra SIM, a specific number needs to be saved on the phone.

Telstra SMSC = +61418706700

To save this on your handset type in: **5005*7672*+61418706700# and call.

To enquire as to what the current SMS Centre number is type in: *#5005*7672# and call.



To obtain the phones IMEI or 15 digit identifier enter the following code and press call: *#06#

The handsets IMEI is required when submitting a request for a warranty claim or repair.



FreePhone Corporate Mobile Repair Form:

FreePhone Corporate manages mobile warranty and non-warranty repairs for our corporate clients.

Repair Procedure

Complete the FreePhone Corporate Repair Form

Print and attach the Repair Form and the proof of purchase to the hardware

Send the faulty hardware to FreePhone Corporate

Terms and Conditions

Repairs can take up to 6 weeks to complete.

The manufacturer determines the warranty status. e.g. 24 months for BlackBerry and HTC
whereas 12 months for others manufacturers.

Physical and liquid damage is not covered by warranty.

Non warranty repairs under $220 will be completed without seeking approvals.

Quotes rejected will incur a $60 quote rejection fee.



SIM Card Error

Check the SIM card is inserted correctly

Check the SIM card is clean

Try the SIM card in another phone to see whether the problem is with the SIM card or the phone

Security Code

This is unique to the phone and will have been chosen by the user.

If a managed smart phone and the security code is not known, the fleet administrator can assist.


Phone Switches Off

Ensure battery is charged and inserted correctly

Check battery contacts are clean and not bent

Poor reception - Dropping Out

Is SIM card inserted correctly and locked in place?

Are you in a coverage area?

Is your antenna broken?

Phone Not Charging

Is the battery inserted correctly into the phone?

Is the charger correctly connected and switched on at the power point?

Are the battery connectors clean and unbroken?

Try charging with another battery to determine which is faulty - phone, battery or the charger?



Often minor faults can be resolved with a couple of easy methods.

Closing Applications in Standby

This will free up available memory to perform other functions more efficiently.

  • Double click the home button
  • Hold an application icon for 2-3 seconds until it starts vibrating
  • Close the application by selecting the red minus symbol appearing in the top left corner of the icon

Hard Reset

This will reset the device similar to power cycling a PC.

  • Hold the home button and power button together until the iPhone/iPad turns off
  • Once the Apple symbol appears release both the buttons
  • Continue to use the device

Backing up your iPhone, iPad, or iPod touch

We recommend iPhone/iPad's are backed up regularly to limit loss of important data whether for work or play.

Your device is backed up by iTunes each time you:

  • Sync with iTunes (automatically on the first sync, every time you connect it to the computer)
  • Update in iTunes (occurs automatically without prompting)
  • Restore in iTunes (prompts you to create a backup before the restore process begins)

Although iTunes backs up most of your device's settings, downloaded applications, your audio, video, and photo content are not included in the backup.

If restoring from an iTunes backup, your device settings, downloaded applications, audio, video, and photo contents will re-sync to the device because the "Sync" option under the respective tabs will be checked in iTunes when restoring from a backup. If you choose to restore your device as a new user, downloaded applications, audio, video, and photo content will not be synced until you select the "Sync" option in iTunes under each tab.

You can manually back up or restore your iPhone or iPod touch from a backup. To do so, Control-click or right-click the iPhone or iPod touch icon on the left side of the iTunes window and choose Back Up or Restore from Backup*:

iTunes will not offer the option to restore from backup if no backups have been performed prior to accessing this option. For a list of content that iTunes backs up, as well as more information about backups, see iPhone and iPod touch: About backups and iPad: About backups.

* Restoring from backup is different from performing a full software restore. Restoring from backup restores the settings, application data, and other information saved in a previous backup. Performing a full software restore will delete the contents of your device and restore it to the original factory settings. More information about the "Software Restore" function is below.


iTunes also has the ability to update your device software. When you begin the process of updating your device, iTunes performs a standard backup* (as mentioned above). To do so, you should:

  1. 1.Make sure you have the latest version of iTunes installed and running before attempting to update.
  2. 2.Connect your device to your computer.
  3. 3.Select your iPhone, iPad, or iPod touch when it appears in iTunes under Devices.
  4. 4.Select the Summary tab.
  5. 5.Click Check for Update (as seen in the screenshot below):

* Updating your device does not affect user content or settings.



Using the restore function for your device is part of standard troubleshooting procedure. Restoring your device will delete all the data from your device, including songs, videos, contacts, photos, calendar information, and any other data. All settings are restored to their factory condition.

Whenever you restore your device, Apple highly recommends that you perform a sync prior to restoring to back up any changes since your last sync. If you have movie rentals on the device, see iTunes Store movie rental usage rights in the United States before restoring.

Use the following steps to restore your device:

  1. 1.Make sure you have the latest version of iTunes installed and running before attempting to update.
  2. 2.Connect your device to your computer.
  3. 3.Select your iPhone, iPad, or iPod touch when it appears in iTunes under Devices.
  4. 4.Select the Summary tab.
  5. 5.Select the Restore option.
  6. 6.When prompted to back up your settings before restoring, select the Back Up option (as seen in the image below). If you have just backed up the device, it is not necessary to create another.

  7. 7.Select the Restore option when iTunes prompts you (as long as you've backed up your device, you should not have to worry about restoring your phone).

  8. 8.Once the restore process has completed, the device restarts and displays the Apple logo while starting up:

    iPhone only: For the iPhone only, after a restore, the iPhone displays the "Connect to iTunes" screen. Keep your device connected until the "Connect to iTunes" screen goes away or you see "iPhone is activated." If iTunes does not have an Internet connection, you cannot complete this step.

  9. 9.The final step is to restore your device from a previous backup. Once your device is restored and—in the case of the iPhone—in the process of activating, you should be able to see the following in iTunes:

    Select the backup you want for your device and select the Continue button to complete your device's restoration.

    If you do not want to restore from backup, select "Set up as new…" If you want to preserve previous backups that iTunes has made, be sure to back up the appropriate directory before choosing to set up as new. To learn more about setting up your device as new, see How to set up your iPhone, iPad, or iPod touch as a new device.

    iTunes puts the backup files in the following places:

    • On a Mac: ~/Library/Application Support/MobileSync/Backup/
    • On Windows XP: \Documents and Settings\(username)\Application Data\Apple Computer\MobileSync\Backup\
    • On Windows Vista and Windows 7: \Users\(username)\AppData\Roaming\Apple Computer\MobileSync\Backup\

For more information, see iPhone and iPod touch: About backups and iPad: About backups.

If restoring with the most recent version of iTunes does not work, see iPhone and iPod touch: Unable to restore and Update and restore alert messages on iPhone and iPod touch.



If you upgrade or otherwise replace your device with a newer device, you may be able to restore the previous backup to the new device. For upgrading from the original iPhone to iPhone 3G, see these instructions. You can upgrade one device with the backup from a different type of device; most settings will transfer to the new device.

Note: During the process of restoring your old backup to a new device, you may see the iTunes progress bar pause. If this occurs, please allow for additional time for the upgrade to complete.



When using recovery mode, you can only restore the device. All user content on the device will be erased, but if you had previously synced with iTunes on this computer, you can restore from a previous backup. See this article for more information.

You may encounter the following symptoms while updating or restoring your iPhone or iPod touch:

  • iPhone or iPod touch continually restarts but never displays the Home screen.
  • An update or restore did not complete and the device is no longer recognized in iTunes.
  • iPhone or iPod touch stops responding, showing the Apple logo with no progress bar or a stopped progress bar, for over ten minutes.

If this occurs, you can place the device into recovery mode and attempt to restore the device again. If iTunes displayed an alert with an error code, see this article before attempting the steps outlined here.

Note: In certain situations, an iPhone or iPod touch will automatically go into recovery mode after an update or restore issue. If your device is already in recovery mode, you can attempt to restore using iTunes.


Use the following steps to place your device into recovery mode. If the device is already in recovery mode, you can proceed immediately to step 6.

  1. 1.Disconnect the USB cable from the iPhone or iPod touch, but leave the other end of the cable connected to your computer's USB port.
  2. 2.Turn off the device: Press and hold the Sleep/Wake button for a few seconds until the red slider appears, then slide the slider. Wait for the the iPhone or iPod touch to turn off.
    • If you cannot turn off the device using the slider, press and hold the Sleep/Wake and Home buttons at the same time. When the device turns off, release the Sleep/Wake and Home buttons.
  3. 3.While pressing and holding the Home button, reconnect the USB cable to iPhone. When you reconnect the USB cable to iPhone, the device should power on.

    Note: If you see the screen pictured below, let the device charge for at least ten minutes to ensure the battery has some charge and then start with step 2 again.

  4. 4.Continue holding the Home button until you see the "Connect to iTunes" screen. When this screen appears you can release the Home button:

  5. 5.If necessary, open iTunes. You should see the following "recovery mode" alert:

  6. 6.Use iTunes to restore the device.

    If you don't see the "Connect to iTunes" screen, try these steps again. If you see the "Connect to iTunes" screen but the device does not appear in iTunes, see this article and its related links.




If your carrier has unlocked your iPhone, after connecting your iPhone to iTunes, you should see this message:

"Unlock Complete. Congratulations, your iPhone has been unlocked. To set up and sync this iPhone, click Continue."

This article explains what to do if you do not see the above message, or if iTunes displays this message:

"The SIM card inserted in this iPhone does not appear to be supported. Only compatible SIM cards from a supported carrier may be used to activate iPhone. Please insert the SIM card that came with your iPhone or visit a supported carrier store."


Only some carriers offer the ability to unlock iPhone for use on any carrier. After a carrier applies an unlock, connecting your iPhone to iTunes allows iTunes to unlock your iPhone. iTunes displays the "unlock complete" message above the first time you connect a newly unlocked iPhone (or an unlocked iPhone that has been restored).

Note: Restoring an iPhone requires the unlock to be reapplied to the iPhone. iTunes displays the "unlock complete" message above after the restore completes.

Follow these steps to troubleshoot unlock issues. Test after each step.

  1. 1.Reseat the SIM card: Remove the SIM card in your iPhone and then reinsert it.
  2. 2.Restore your iPhone. Note that the computer you are using to restore the iPhone needs to be connected to the Internet. You can verify the connection by loading the first page of the iTunes Store.
  3. 3.Contact your carrier to verify that the unlock was applied in their system.


You can use Personal Hotspot (iPhone 4 - iOS 4.0 or higher) to share an Internet connection with a computer or another Wi-Fi device—such as an iPod, iPad, or other iPhone—connected to your iPhone via Wi-Fi. You can also use Personal Hotspot to share an Internet connection with a computer that's connected to your iPhone via Bluetooth or USB.

Note: This feature may not be available in all countries or regions. Additional fees may apply. Contact your carrier for more information, including the number of devices that can share an Internet connection at the same time.

If the Set Up Personal Hotspot button appears in your General > Network settings, you first need to set up the service with your carrier. You can contact your carrier by tapping that button.

Personal Hotspot works only if iPhone is connected to the Internet over the cellular data network.

Share an Internet connection:

  1. 1.In Settings, choose Personal Hotspot (or choose General > Network > Personal Hotspot, if Personal Hotspot settings aren't available at the top level of Settings).
  2. 2.Turn on Personal Hotspot.
  3. 3.Connect a computer or other device to iPhone:

Wi-Fi: On the device, choose iPhone from the list of available Wi-Fi networks. Enter the Wi-Fi password for iPhone when prompted.

USB: Connect your computer to iPhone using the Dock Connector to USB Cable. In your computer's Network preferences, choose iPhone.

On a Mac, a pop-up window appears the first time you connect, saying "A new network interface has been detected." Click Network Preferences, configure the network settings for iPhone, then click Apply. On a PC, use the Network Control Panel to configure the iPhone connection.

Bluetooth: On iPhone, choose Settings > General > Bluetooth and turn on Bluetooth. Then refer to the documentation that came with your computer to pair and connect iPhone with your device.

When a device is connected, a blue band appears at the top of the iPhone screen. Personal Hotspot remains on when you connect with USB, even when you aren't actively using the Internet connection.

Note: The Personal Hotspot icon appears in the status bar of an iPhone (GSM models) using the Personal Hotspot of another iPhone.

Change the Wi-Fi password for iPhone: In Settings, choose Personal Hotspot > Wi-Fi Password, then enter a password of at least 8 characters.

Changing the password disconnects any devices that are sharing the Internet connection.

Monitor your cellular data network usage: In Settings, choose General > Usage.



You can view Apple iPhone user guides here.