Device settings & troubleshooting

To activate your MessageBank®:

1. Call 101 or hold down the 1 key on your Telstra mobile 
2. Follow the voice prompts to set up your personal greeting and MessageBank® PIN

Good to know: If you’re taken directly to the main menu, follow these steps to resume call forwarding.

To cancel MessageBank® complete our online form.

To change your MessageBank® greeting:

1. Call 101 or hold down the 1 key on your Telstra mobile
2. You’ll hear any new voice messages first and then be directed to the MessageBank® main menu
3. Press 3 for Mailbox Setup
4. Press 1 for Greetings
5. Press 1 to re-record your new personal greeting

If you’d like to prevent calls from forwarding to MessageBank® follow these steps:

1.  Dial ##002# from your Telstra mobile
2. Press Call/Send
3. You’ll get a notification about Call Forwarding being disabled
4. Press Ok/Dismiss

Good to know: When you cancel call forwarding to MessageBank®, we automatically enable Message2Txt®. This will convert a 10-second voice message into an SMS without you having to dial 101. Complete our online form to cancel Message2Txt®.

To resume call forwarding to your MessageBank®:

1. Dial **004*101# from your Telstra mobile
2. Press Call/Send
3. You will get a notification about Call Forwarding registration
4. Press Ok/Dismiss

If it says ‘not in service’ when you call 101 it means your MessageBank® isn’t active. Complete our online form to activate MessageBank®.

You can easily add, remove or change your MessageBank® service or reset your PIN using our online form.

Important: This form is not available for customers connected on the nbn or Digital Office Technology (DOT). 

• If you’re connected to the nbn, dial *99# to turn on MessageBank® or #99# to turn offMessageBank®. There is no monthly cost
• If you’re on Digital Office Technology (DOT), dial 101 from your phone and follow the prompts

Hang-up messages are SMS notifications that tell you when a caller has hung up after your greeting and didn’t leave a message.

To activate or cancel hang-up messages:

1. Call 101 or hold down the 1 key on your Telstra mobile
2. You’ll hear any new voice messages first, then go to the MessageBank® main menu
3. Press 3 for Mailbox Setup
4. Press 5 for Other Mailbox Options
5. Press 6 for Hang-up Messages
6. Follow the prompts to turn it on or off

MessageBank® Plus makes it easier to sort and listen to voice messages on your iPhone. With MessageBank® Plus you can:

• Listen to voicemails directly on your iPhone without having to dial 101
• See your voicemail messages presented in a list with the number that left the message, the date and message length
• See at a glance who called you, if you have their name stored (private numbers aren’t shown)
• Listen to the message you want to hear first, without going through them all
• Replay the message if you missed anything

This add-on service is charged at $5 per month for iOS 4.3 or greater only. To activate MessageBank®Plus, you’ll need to contact us.

To activate MessageBank® Plus, you’ll need to contact us. Once that’s done, follow the steps below: 

1. Go to the phone app on your iPhone
2. Select the Voicemail tab on the bottom right side of the screen
3. If this is your first time setting up voicemail it’ll ask you to Set up now
4. Input your password then select Done
5. Choose a default greeting, or select Custom to record a personalised greeting

If you’re having trouble with MessageBank® Plus, try these steps and check your MessageBank®Plus messages after each step:

• Check your network connection; if you’re offline MessageBank® Plus won’t work
• Make sure voicemail is set up; try calling your number and leave a voicemail
• Go to Settings > General > Reset and tap Reset Network Settings. Your phone will reboot but you’ll not lose any data

Use call forwarding to send your incoming calls to your mobile to ensure you never miss a call.

There are several flexible options to choose from including immediate call forwarding, busy call forwarding, no answer call forwarding and call forwarding if you’re out of range or have no coverage. Standard call charges apply for all forwarded calls.

Turn on call forwarding

1. Press **code*
   • To forward All calls immediately, use code 21
   • For No answer, use code 61
   • For Unreachable/out of coverage, use code 62
   • For Busy, use code 67
2. Enter the phone number you’re forwarding to, including the area code
3. Type in *10#
4. Press Send

For example, to forward All calls, key in the following code: **21*(enter the number you’re forwarding to, including area code)*10# then press Send

Good to know: 

• For no answer, you can extend your ring time before it diverts, like this: **61*(number you’re forwarding to, including area code)**(number of seconds)# then press Send
• The time before forwarding can only be between 5 and 30 seconds, with increments of 5 seconds. Remember to enter double digits like this: 05, 10, 15, 20, 25, and 30.

Turn off call forwarding

You’ll need to use the same code number as you used to turn it on. Simply press ##code#send. If you need to check if forwarding is on or off, press **#code#send

1. On your Telstra mobile, dial **61*101** then the number of seconds you want to extend your ring time to - 15, 20, 25 or 30 - then finish with #. So, to extend your ring time to 30 seconds, you’d dial **61*101**30#
2. Press Call/Send
3. You’ll see a screen confirming your ring time extension has been successful