FAQ’s & Tutorials

Why Choose VisionTelco?

VisionTelco, based in Victoria, is a nationwide provider of mobile services. We exist to provide the best value mobile communications services to persons who are visually impaired.

What plans do you Offer?

We have great plans for every budget. Vision Telco has the right mobile plan for you and most important of all great support and service! We offer four simple plans that allow you to select the right amount of data and calls for your needs. A low cost basic plan for low use which includes a choice of phones. A medium plan for standard mobile users who require a new phone. A large plan for busy mobile users who require a new phone. If you already have a phone Vision Telco also offer a sim only plan.

What Phones are Offered as part of the Plans?

Vision Telco offer you a choice of phones from the Samsung S6 or S7 as well as a choice of iPhones. Also available is the Olitech “Easy Mate” big button 3G phone

How do I use the Olitech EasyMate+ Big Button Phone?

The operating manual for the Olitech Easy Mate+ phone can be downloaded here Easy Mate+ Manual.

If you require further assistance on how to set up or use your phone please call our friendly support staff on 1300 847 835 – Option 2 who will be able to assist you.

How do I purchase a phone and or plan?

You can visit our site at: http://www.visiontelco.com.au/, email our friendly sales staff at [email protected] or call 1300 847 835 and speak with someone directly.

What support is offered by VisionTelco?

Whether you have technical issues with your phone, wish to move across from another carrier, or have a billing inquiry, our dedicated and friendly support staff are here to help.

Sales 1300 847 835 (1300 VISTEL)

Billing 1300 847 835 (1300 VISTEL)

Technical Support 1300 84 74 66 (and ask for the AT Helpdesk)

How will I be billed for your services?

All billing is done by direct debit and you will receive an invoice on the first of each month which is payable on the 15th day of that month.

How will I know How Much Data I have left?

Vision Telco will send you a text when you have used 50%, 85% and 100% of your data for that month.

How Accessible are the Phones for Low Vision or Blind users?

Vision Telco offer a range of iPhones, Android and Olitech phones all of which have inbuilt accessibility functions for low vision and blind users. Added to this is the option to purchase Synapptic software.

Synapptic is an all-in-one software package for people who are blind or partially sighted. It runs on Android Smartphones and Tablet Computers and has been specifically designed to be quick-to-learn and easy-to-use.

To find out more about these functions please click on the following links:

http://www.apple.com/accessibility

http://www.androidaccess.net/

http://www.synapptic.com/

What apps would be beneficial?

Your phone will be pre-loaded with all the necessary apps to make using the phone easy for you.

All My Apps are Gone?

If for some reason your phone resets to factory you need to call us on 1300 123 456 so that we can log into your phone and reset all the applications.

This can be done remotely but in some instances the phone will need to be returned.

International Roaming/Going overseas

International roaming is normally switched off but we can activate that for you. However please note the below:

  • MMS messages are charged at a higher rate
  • SMS messages 75cents
  • Incoming calls are charged
  • Outgoing calls are charged
  • Voicemail is also charged at the same rate as calling back to Australia
  • Data is also barred.

Please send an email to [email protected] to confirm the date that you are leaving and the date that you are returning.

MMS Not Working

MMS Not Working

The codes for MMS may need to be reactivated.

Please call us on 1300 123 456 to have your MMS codes reactivated. You will have to wait 15 minutes then turn phone off and back on to get the new settings to take effect on the handset.

Please be advised that these MMS messages are not included in your plan and will cost $0.50 cents each to send plus a small amount of data.

What is the Critical Information Summary (CIS)?

A Critical Information Summary will provide you with clear information about products, plans and services to enable you to easily compare what is being offered for both post-paid and pre-paid services.

 

Each Critical Information Summary document must set out key information about the service being offered, including:

  • a clear description of the service
  • the minimum term for the contract
  • any exclusions or important conditions, limitations or restrictions

 

Key pricing information must also be included, such as:

  • the minimum and maximum monthly charge for the service
  • the maximum fee for early termination
  • the standard charges

Critical Information Summaries must also include general information, such as a warning about international and national roaming costs, customer service details for the provider and Telecommunications Industry Ombudsmen (TIO) contact details.

I don’t understand the contract information. Who can I speak to?

You can call 1300VISTEL where our friendly customer service operators will explain all aspects of your plan.

Will the CIS and other contract information be accessible / will there be audible options available?

Yes you can access audible options outlining all the information contained within the CIS.

Can I get my phone bill in Braille?

At this stage we do not have the facility to deliver your account in Braille. You will however be able to access your PDF bill using any screen reading application.

What can I do if I have trouble paying my bill?

Please call 1300VISTEL where our friendly customer service operators will guide you through a process of how to pay any outstanding debt. This is generally done by regular payments over a period of time to suit your budget.

Can I still use my phone if I’ve used all my data?

Yes, you will still be able to make calls but not access the Internet or other functions/apps that require the Internet. If this is a regular occurrence, please call our customer care staff on 1300VISTEL as you may need to upgrade your plan.

Do you provide phone insurance with your plans?

We don’t currently have the facility to provide insurance via Vision Telco, however it is always a good idea to add your mobile phone to your home insurance. For a nominal fee most insurers allow the addition of electronic equipment including mobile phones to be covered under your policy.

Can I bring my existing phone across to Vision Telco?

Yes, we can provide you with a SIM only plan so you can use your existing phone. We will issue you with a new multi-size SIM that will fit your phone.

I’m still on a plan with another Telco. Can you swap me over to Vision Telco?

Yes, but be aware that this does not change the debt. You will still owe that provider any outstanding charges.

Your existing provider cannot refuse or delay a request to port your mobile number to a new provider because of any outstanding debt. However, you will continue to receive an account from your previous provider until this debt is fully paid.

Even if you’re up to date with your bills, you will get a bill from your existing provider for at least the call charges and network access up to the time you ported.

Who has access to all my mobile usage data?

Our Customer Care team have access to customer data.

The data relates to customer accounts and use of services. It is personal information but it never includes the content of your communications i.e. we don’t record what websites you visit, download records or what you write in your text messages. The good thing is that any retained data is covered by the Privacy Act.

What are the operating hours for the AT Help Desk and the VisionTelco Call Centre?

AT Helpdesk 9 – 5pm Monday to Friday.

What is our Returns Policy?

We sell Mobile hardware on behalf of the manufacturer. Please take the time to read the policy for everything you need to know about returning or exchanging your order.

Vision Telco only accepts returns of items in the following cases. All returns must be accompanied by an approved RGA (Return Goods Authorisation). In all cases, any refunds, credits or exchanges will only be issued once the returned items have been received by us. Refunds will be processed in the same method as original order payment.

Unopened Box Return:

– Item has not been opened or used in anyway
– Buyer must return complete package (including all accessories) at own expense within 14 days
– Refund or Store Credit to the value of the item’s purchase price, less any shipping fees
– If a Free Shipping promotion or discount was applied to the original order, then a nominal $15 shipping fee will apply
– Submit RGA

Opened Box Return:

– Item has been opened and/or used, but is still in “as new” condition (ie no visible marks, scratches or signs of damage)
– Buyer must return complete sales package (including all accessories) at own expense within 14 days
– Refund or Store Credit to the value of the item’s purchase price, less any shipping fees and a 25% re-stocking fee
– If a Free Shipping promotion or discount was applied to the original order, then a nominal $15 shipping fee will apply
– Submit RGA

Incorrect Item Supplied:

– Item supplied is significantly different to the item ordered (ie wrong model, wrong colour, wrong size, incorrectly advertised specifications)
– Buyer must advise Vision Telco (via email) within 48 hours of receiving item of the discrepancy
– Vision Telco will provide a Return Postage Label for the return of the product
– Once received, either a full refund (including shipping fees) or re-supply of the correct item is available
– Submit RGA

Please take care to note the device you have chosen is suitable for your needs.

If an item is faulty, please note our Warranty Information on this web site.

Need Support?

Further information about your phone plan and service is not far away.