Adaptive Mobility help and support

Adaptive Mobility is a simple, modular, Mobile, Mobile Broadband and Enterprise Wireless solution for Enterprise that adapts with your business. Select a product, plan tier and then tailor with a selection of optional Calling Offers, Messaging options and Managed Services Add Ons to ensure that you only pay for the things that you need and none of the things that you don’t.

Adaptive Mobility Add Ons are a selection of optional features, calling offers and managed services that enable you to create the best solution for your users.

All Adaptive Mobility plans are 5G Compatible and capable of utilising the Telstra 5G Mobile network. Connection to 5G is also dependant on additional factors such as handset capabilities, coverage and network congestion.

Adaptive Mobility services need to be activated onto a new billing account.

There is no minimum commitment required for Adaptive Mobility. All plans are available on a month to month casual subscription basis and you can add or cancel services at any time.

International Roaming is activated by default on all plans; however, Account Administrators can restrict individual users from being able to access International Roaming by simply barring this feature.

Yes you can port a number across to Telstra in order to subscribe to Adaptive Mobility plans.

All Adaptive Mobility mobile and mobile broadband users on the same billing account can share their included data. Enterprise Wireless users are not able to share data.

If you have elected to subscribe to any of the optional Enterprise Wireless Data Add Top-ups, Peace of Mind will no longer apply for those services that have an active Data Top-up.

If the Mobile and Mobile Broadband users on your account have used up the combined data pool inclusions for the month, you can prevent the Peace Of Mind data speed cap from being applied by simply moving one or more of your Mobile or Mobile Broadband users to a higher plan tier. This will automatically top up your data pool with more included data and will also automatically disengage any Peace Of Mind data speed caps until the new total data pool has also been exhausted.

If you are finding that the Mobile/Mobile Broadband data pool is consistently being used exhausted before the end of the billing period, then you should consider moving some or all of your mobile/mobile broadband users to a higher plan tier so you have an increased amount of data available in your data pool each month.

The account administrator will receive SMS alerts when usage reaches 50%, 85% and 100% of the available data pool.

For our Enterprise Wireless plan, you can elect to subscribe to a Data Top-up which will provide you with a block of additional data to use within the same billing period. You can subscribe to these at any time and they will only bill to your account when you begin to draw down on them.

If you have also used up the additional data provided from your Enterprise Wireless Data Top-up, then another Data Top-up of the same denomination will be automatically activated and billed.

Unused Enterprise Wireless Data Top-ups expire at the end of each billing period and unused data will be forfeited.

You can simply upgrade one or more of your mobile or mobile broadband services to a higher plan tier and the additional data from your new plans will top up the account level data pool and disengage Peace Of Mind until you have again used up this additional data.

To reward your loyalty, for each eligible Adaptive Mobility service that you activate, we’ll automatically bank 10% of the net monthly subscription fee into your Adaptive Mobility Fund for every month that your service remains active. You can then use these funds to help offset the price of any eligible hardware or device purchases.

The 10% net contribution banked to your Adaptive Mobility Fund will be calculated based on the plan value that is active at end of the bill period and not on the plan that was active earlier in the bill period.

Yes as long as they have been certified as compatible with the Telstra Mobile Network.

Provided you have funds available in your Adaptive Mobility Fund you can use them to help fund all of the cost or a portion of the cost of purchasing new handsets.

You must have a corresponding number of active Adaptive Mobility mobile plans on your account for the number of handsets you are purchasing. For example: if you have 20 active plans on your account you can purchase 20 different handsets.

Yes handsets can be purchased at any time. They do not need to align with the same date that you commenced your plan subscription.

Adaptive Mobility plans have a high degree of flexibility. You can change plan tiers once per month (up or down). If you change your plan, then you’ll immediately be moved to the new plan, and at the end of the month, you’ll be billed a prorated amount for the period that each plan was active during the billing period.

Plan changes will take effect immediately and your data speed caps and included data allowance will also be adjusted accordingly.

No. Adaptive Mobility plans are provisioned as one of three different products (Mobile, Mobile Broadband or Enterprise Wireless). The sim cards that have been provisioned for your Mobile plans can only be used with compatible mobile devices that support voice calling. Other devices including Mobile Broadband devices and Enterprise Wireless devices are not compatible with Mobile plan sim cards.

No. Enterprise Wireless sim cards will only work in Enterprise Wireless approved devices.

Speed refers to how fast your mobile data connection is. Its measured it in Mbps (megabits per second) – the higher the Mbps, the faster the speed of your data connection on your device. In practice this impacts how quickly you can send and receive information, like loading webpages, streaming videos, downloading or uploading files or making video calls.

No. There are several different factors that can impact your data speeds such as your chosen plan, handset capabilities, coverage, network congestion and whether or not you have used up your monthly included data allowance.

Some Adaptive Mobility Plans have a Speed Cap applied to both download and upload data transmissions over the 3G, 4G/LTE and 5G mobile network. These Speed Caps represent the maximum speed that the applicable Adaptive Mobility Plan can support when using your Monthly Data Allowance.

Speed Caps should not be used as a guide for expected performance of the service. Your maximum attainable speeds are dependent on a range of factors including the device used, device configuration, location, congestion, coverage and download source.

If you are not too sure about the best plan to choose, just select any plan to start with and if you find that the data inclusions or speed cap is not fit for purpose then you can always change plan tiers once a month

You can cancel your plan at any time without incurring a cancellation fee. You will however be required to pay any outstanding handset repayments owing.