Frequently Asked Questions
My cellular provider says my mobile phone will work overseas. Can I use it while traveling?
Even if your phone is compatible with international cellular standards, your phone may only be set up with a domestic calling plan. To use your phone overseas you may need to change your phone settings. In addition, you may need to upgrade to an international plan, which may mean signing a new term contract.
Will I know my phone number before I leave for my trip?
Yes, you will receive your rental phone and phone number before you leave the country along with detailed instructions on placing and receiving calls while traveling.
When will my phone be shipped and how do I return the phone?
When your rental order is placed, you will indicate the date of your departure. We typically ship the phone for arrival to your location 2 days prior to your departure date unless otherwise specified by you. If you are unfamiliar with using this equipment, we suggest that you allow for enough time prior to your departure to fully familiarize yourself with the use and functionality of the phone.
You are responsible for all shipping charges to and from your location. To return the phone, simply contact your local Courier office (e.g., FedEx, UPS, USPS, etc) to arrange return shipment. We expect your return shipment to arrive within 3 business days of the end of your rental dates ( e.g., if your rental dates are January 1 – January 31, then we would expect your rental phone to arrive back at our office no later than February 3).
How long after my trip will I receive a bill?
We will send you an invoice after we have collected all the call usage data for your rental. Typically, you should receive a full invoice within 10 days after the phone has been returned. However, depending on the network provider and country, you may not receive a complete invoice for 60 to 90 days after the phone has been returned (specifically GSM rental phones).
What happens if I want to extend my trip and keep my phone?
If you need to extend your rental, simply call your customer service rep at +1-919-575-4600 or +1-800-300-6020 before the end of your rental period. Your customer service representative will go over the additional rental charges at that time.
How do I make phone calls or check my voicemail?
A Voicemail Instructions sheet is included with your phone. Your voicemail number is pre-programmed into your phone. Simply press the envelope key and it will connect you to the voicemail system. Airtime charges to check voicemail are charged at the same rate as an outgoing phone call.
What comes with the phone?
Included with the Iridium handheld satellite phone are: handset, 2 batteries, wall charger with international plug kit, car charger, magnetic antenna, antenna adapter, hard case and instruction sheets. Included with the BGAN satellite data equipment are: terminal, battery, wall charger, car charger and instruction sheets (voice handset is optional).
What if I lose the phone?
If your phone is lost please notify us immediately so we can disconnect service. You will not be responsible for any airtime charges that occur after you have notified us. You are responsible for the replacement value of the phone (as noted on the rental agreement).
Iridium Frequently Asked Questions
What is the best way for others to reach me on the Iridium satellite phone?
- Callers may reach you directly by dialing 011 for international access followed by the number of the phone 8816-xxxx-xxxx. There is no charge to the Iridium user for the incoming call; however, the caller will be charged international long distance rates by their long distance carrier. This method is typically the most expensive method for contacting the Iridium user.
- The most cost-effective way to reach the Iridium user is by using the “Two Stage Dialing” method. Simply call 1-480-768-2500 and follow the prompts for entering the satellite phone number (i.e. 8816-xxxx-xxxx). This is basically considered a “collect” call in the fact that the Iridium user (who is not normally billed for incoming calls) is billed for this call at the rate previously assigned to the user. The caller only has to pay their standard long distance rate for a phone call to Arizona.
What do I do if I am unable to receive calls?
- Check to see that your phone is powered on.
- Check the antenna. Is it securely connected to the handset? If not, press the release button located at the top of the handset and complete remove the antenna from the handset. Then while holding the release button down, firmly insert the antenna connector into the handset and release the button. You should now feel that the antenna is secure. If secured properly, the antenna should swivel and click into place at a 45 degree angle.
- Check the signal strength indicator. If the signal is weak, ensure that you have a clear line of sight to the sky and there are no buildings, trees, etc. around blocking your clear view of the sky.
- Check the Call Forwarding settings.
- Press the Menu button to scroll to Call Related Features, and press the OK button.
- Scroll down to Call Forwarding and press the OK button.
- Scroll down to Forward and press the OK button.
- “Please Wait” will be displayed on the screen. DO NOT press any buttons while the request is being processed.
- A checkmark with the text “Off” will be displayed, press the up arrow to select ON and press the OK button.
- Now use the arrow toggle key to choose Voicemail and press the OK button.
- The message “Please Wait” will be displayed followed by a confirmation message when the action has been successfully completed.
- Check the Ringer setting. If it is off, there is no audible ringer.
- Press MENU button until you see “Phone Setup” and then press OK.
- Press MENU button until you see “Adjust Ring Volume” and then press OK.
- Increase the volume by pressing the upper volume control key on the side of the phone OR decrease the volume by pressing the lower volume control key on the side of the phone.
- Press and hold CLEAR key to exit the menu.
- To change to Ring or Vibrate:
- Press MENU button until you see “Phone Setup” and then press OK.
- Press MENU button until you see “Ring or Vibrate” and then press OK.
- Choose from “Ring Only”, “Vibrate Only”, “Vibrate then Ring” or “No Ring or Vibrate” and then press OK. You will see “Completed” on the screen.
- Press and hold CLEAR key to exit the menu.
I can't seem to get a signal on the Iridium satellite phone. Will the satellite phone work inside?
In order to use the Iridium satellite phone, you need "line of sight" access to the satellite network. Therefore, you will not be able to use your Iridium satellite phone indoors unless you are able to get a "line of sight" to the satellite through a window or sky light.
Thuraya SO-2510 Frequently Asked Questions
Why won’t the phone power on?
- Check whether battery is discharged.
- Check whether battery is properly attached.
- If power cannot be switched ON even with travel charger connected, contact Preferred Communications.
What does the message “Insert SIM” mean?
- Make sure the SIM card correctly installed.
- Is the SIM card valid? SIM card itself can be annulled when wrong PUK code is entered.
- Check to see if the SIM card contacts are clean and free of any foreign matter.
What should I do if I’ve lost my security code?
- The factory set security code is “0000”.
- Please refer to your User Manual for complete information regarding access codes.
What should I do if I’m having trouble sending GPS data to my computer?
- Make sure the data cable properly connected.
- Verify the data port setting? For detailed instructions, refer to page 63 of the User Manual.
- Ensure that the data baud setting compatible with your computer.
Hughes 9201 BGAN Frequently Asked Questions
How do I get a GPS position on the HNS9201?
Before you use the HNS9201 BGAN terminal with a phone or for sending text messages, you need to make sure the terminal has a GPS fix status of 3D and is registered.
- Take the unit outside not powered up. Make sure the antenna is flat and horizontal to the sky; the unit has a clear view to the sky with no nearby obstructions and turn on the power.
- The GPS light on the terminal will be blinking. Do not move the unit until the GPS light goes solid and stops blinking.
- At this point you can position the unit to acquire the satellite. NOTE: Your physical location on earth will determine the angle at which you adjust the terminal and in which direction. For example: if you are located in the south east region of the United States, a 45 angle pointed in a south easterly direction will usually acquire the satellite.
- Finally, open LaunchPad and click register now. Once the unit is registered you will be able to make calls and send text messages. If you also want to access the internet, simply open a data connection and follow the on-screen instructions.
Please refer to the User Guide for more information.
How do I verify the GPS position using LaunchPad?
LaunchPad software can be used to check the GPS fix, software version of the unit, and signal strength. To do this, click the Help bar at the top of the menu and click Diagnostic Report. If you see any other GPS rating such as acquiring or 2D, the unit should be powered off and you will need to go through the process of once again acquiring GPS to get a 3D fix. The software version of the Hughes 9201 terminal should be 3.6.3.5 and the BGAN LaunchPad software should be 3.9.2. (Current as of 12/16/09) The signal strength should be above 55.
What is the Hughes 9201 web interface address?
Hughes 9201 web interface address is 192.168.128.100. Please see the User Manual or Getting Started guides for additional information.
Where can I get the latest BGAN LaunchPad version?
Download the latest version of the BGAN LaunchPad for your PC or Mac from the Inmarsat website.
Where can I get the latest Hughes 9201 firmware version?
Download the latest version of the Hughes 9201 firmware for your PC or Mac from the Inmarsat website.
Where can I get the latest BGAN USB Drivers?
Download the latest BGAN USB drivers for your PC or Mac from the Inmarsat website.
How can I use my Hughes 9201 without LaunchPad?
Instructions for using Hughes without LaunchPad or AT commands:
- Take the unit outside powered off and lay it flat in a clear open area.
- Turn the unit on and allow 3-5 minutes for the terminal to acquire GPS. The GPS light will stop blinking green once the unit has acquired GPS.
- At this point you can position the unit to acquire the satellite. NOTE: Your physical location on earth will determine the angle at which you adjust the terminal and in which direction. For example: if you are located in the south east region of the United States, a 45 angle pointed in a south easterly direction will usually acquire the satellite. Click on the Download tab on this web page to download the map and always carry it with you. The signal bar lights will now start turning green and/or red; continue to the next step when you have 4-5 solid green lights.
- Connect the terminal to your computer via Ethernet cable.
- Open a browser and type 192.168.128.100. This will take you to the Hughes web interface.
- On the left hand side choose Setup and ensure that Auto Context Activation is on. Close the web interface.
- Press the Audio button on the Hughes terminal for 3-4 seconds to register with the network. You will be registered once the solid GPS LED is no longer present.
- Now your unit should be registered and have established a data connection to allow for transmission.
Thrane & Thrane Explorer 500 BGAN Frequently Asked Questions
Where can I get BGAN LaunchPad?
It may be included on the CD that came with your BGAN terminal. Alternatively, go to the Inmarsat website to download it to your CD or Flash memory so you’ll always have it with you.
The first time you use your BGAN terminal it is always best to check the above website for any updates.
Do I need to have 3D GPS fix or will 2D be sufficient?
It is strongly recommended to have a 3D GPS fix on the unit before registering for phone or text. To acquire this when powering up the unit:
- Make sure the antenna is flat and horizontal to the sky.
- On the display you will see a rating number of DBHZ. Press the C (left arrow button) to clear.
- Use the down arrow to scroll down to properties, press OK (right arrow button).
- Use down arrow to select GPS status and press OK (right arrow button). The display will show status bars with the text “Acquiring GPS” at top of display screen. When the unit is done acquiring GPS, the unit will display “GSP Acquired”.
- At this time, you can place the antenna at a 45 degree incline and point towards the direction of the satellite. Press C (left arrow button) and press OK to point now.
How can I use LaunchPad to verify the GPS fix?
BGAN LaunchPad can be used to check the GPS fix, the software version of the unit and signal strength. To do this click Help from the menu bar and select “Diagnostic Report”. If you see any other GPS rating, such as “Acquiring” or “2D”, the unit should be powered off and you will need to repeat the process to acquire a 3D GPS fix.
The software version of the Thrane & Thrane Explorer 500 terminal should be V. 3.00 while the BGAN LaunchPad software should be 3.9.3 for XP or VISTA operating systems, 3.9.2 for Mac’s using Intel hardware and 3.7.3 for Mac’s without Intel hardware. The signal strength should be above 50 for optimal performance.
Please refer to the User Manual or Getting Started guides for additional information.
Can I use a web interface instead of the BGAN LaunchPad with the Thrane & Thrane terminals?
Yes, open your web browser and type 192.168.0.1 in the address line. From here you can make changes to your terminal settings and start or stop a data connection. Please refer to the User Manual for additional information.
Where can I get firmware for the BGAN terminal?
Go to the Inmarsat website to obtain BGAN firmware for the Thrane & Thrane Explorer 500 terminal.
Where can I get USB drivers for the BGAN terminal?
Go to the Inmarsat website to obtain BGAN USB drivers for the Thrane & Thrane Explorer 500 terminal.
How can I do a “Factory Reset” on the Thrane & Thrane BGAN terminal?
- From your computer, click on Start, then Run and then type in CMD.
- In the command line enter “telnet 192.168.0.1 5454” (without the quote marks) to bring up a blank DOS screen with a blinking cursor.
- Type “AT” and press the ENTER key, you should receive an “OK” response.
- Type in capital letters “AT+CMAR=1234” (without the quote marks)
- If done properly, the Thrane & Thrane unit will then reboot.
To execute the reset via LaunchPad:
Choose “Terminal” tab then go to “Reset to Factory Default”. Enter the Security code 1234 and the terminal will reboot.
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