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Will Zebra Full Service offer the following, Call Waiting, Caller ID, Message Service?
Zebra offers the full range of Value Added Services offered by Telstra Wholesale.

How do I switch to Zebra?
It's easy! Just call us on 1300 401 402 or visit our website www.myzebra.com.au

What is the charge for handset rental?
The monthly charge for handset rental with Zebra is $3.00 per month for a standard T1000s handset.

What is a flagfall?
Telecommunication companies charge a flagfall to cover the cost of making the connection.

Is there a joining fee if I want to use your long distance service only?
There are no joining fees and no minimum spend requirements.

What is the charge for silent/private numbers?
The monthly charge per month is $3.00

Will my phone number stay the same?
Yes. There is no need to change your number.

What is the process for removing handset rental? eg: Telstra ask their customers to return their telephones to the Post Office and obtain a reference number for removal from bill.
The customer must make an arrangement with Zebra as to where they will be returning their handset

How do pro-rata line rental charges work? Are there any other upfront charges for voice?
Zebra will bill line rental charges one month in advance and call charges in arrears.

Who can I call if something goes wrong?
You can call our Customer Service hotline.

What does preselection mean?
All telephone calls start and finish on the existing Telstra network (unless you are an Optus local customer). This means that Telstra's exchanges have to be programmed to recognise that any long distance calls made from your phone number need to be sent via Zebra's network rather than by Telstra. This reprogramming is called preselection. Preselection is sometimes referred to as non-code access.

How often will I be billed?
You are billed monthly for your Zebra local and preselected fixed line service.

How will I know when my fixed lines have been preselected to Zebra?
Once your fixed line service has been preselected to Zebra, you will receive notification by mail in the form of a Welcome Letter.

What is an override code and when would you use it?
A code to select which telecommunications company carries your call.

Do Zebra arrange new connections to customer's new residences? What is the process and how much does this cost the client?
Yes, Zebra can provide new connections to customer's residences at a cost of up to $299.00.

Is the cost of dialing a 13 number the same as a local call on the Zebra plans?
No, dialing 13 numbers are standard local calls and will be charged a flat fee of 25c.

Do I have to dial an override code for all my calls?
Not if you have chosen Zebra to supply your fixed line calls.

How do I set up Direct Debit?
Just call us on 1300 401 402

How do I change my credit card details?
Contact our Zebra Customer Service team on 1300 401 402.

What is Zebra's line fault reporting process and what are the timeframes?
Zebra has the same line fault SLA's as Telstra.

How do I change the account holder on my account?
To change the account ownership, the new account holder will need to fill in a new application form or call us on 1300 401 402

Are the churn periods (transfers to Zebra) ALL 3-5 days?
If a customer requests Complete Voice with Zebra, then the line rental component will take 3-5 days.

How can I give my permission for someone else to access my account?
If you would like any third party to be able to access your account, please call us on 1300 401 402

Why hasn't my payment been applied on my account?
If your payment was made after the due by date, or within a couple of days of your current account being issued, it may not show on the account.

Why does another carrier bill me for some calls?
You may have dialed another carrier's override code before making a call.

What is Zebra's ABN number?
ABN is 48 122 422 922.

Is there a cooling off period?
Yes, but only for customers that have been approached by the dealer sales team, i.e. door to door.

Mobile Plans

How does mobile number portability (MNP) work?
If you currently have a mobile telephone service and wish to switch to Zebra , you can now do so and bring your existing mobile number with you by using a process called 'porting'.

How long will it take to port my current mobile phone number?
In the majority of cases, it should take 1 to 2 hours.

What is voicemail?
Voicemail is your automated answering service.

How do I send a SMS message overseas?
You can send a SMS to a mobile phone overseas to any network that Zebra has a roaming and SMS agreement with.

What is MMS?
MMS (Multimedia Message Service)

What is a PUK (Personal Unblocking Key) code?
Your PUK code is a eight digit security code specific to your SIM card.

What do I do if my card is lost or stolen?
If your mobile phone may be lost or stolen, try to call your number first to see if you hear the phone ringing.  If it cannot be found, call a Zebra Customer Service representative on 1300 401 402.  Zebra will block your SIM card from being used so no one can make calls using your SIM card.  You can also block your handset from being used with another SIM card on the Optus, Telstra or Vodafone network by blocking your handsets IMEI.   

How do I port my number to Zebra mobile?
To port your number to Zebra mobile, you will need to provide details of your mobile service to us.

What is International Roaming
International Roaming allows your Zebra mobile to make and receive calls in other countries

I have listened to all my voice messages - why can I still see the envelope on my phone's screen?
You may have text messages (SMS) on your phone. To read and delete them, see your phone manual.

When do I use a PUK code?
When you enter your PIN number incorrectly 3 times on your mobile phone, you are then asked for your PUK code.

How do I send a MMS message?
Please refer to your mobile phones user guide for instructions on how to send MMS messages.

How do I change the personal details on my account?
Calling Zebra Customer Support Team on 1300 401 402 .

The person I have sent my MMS message to cannot receive the message?
Check that the person you are sending the MMS message to has a MMS capable mobile handset

What will happen to my "extra services" with my current mobile service provider if I port my number?
Your extra services with your current mobile service provider will not port with your mobile number.

What will happen to calls made to my mobile phone service while my number is being ported?
There may be a short period of time where some calls to your service may not get through.