Freshtel MobileLink

Support

Frequently Asked Questions

Getting Started

How do I sign up for Freshtel MobileLink?

It’s easy! As long as you have one of the supported handsets you can either perform a handset-only registration by texting fresh to 19 77 88 11, or perform our simple online registration.

Once you have the application installed on your phone it will automatically connect you over the internet so that you can benefit from free and cheap calls, but if this is not possible then your call will go over your normal mobile network.

Do I have a compatible handset?

If you have one of the currently supported handsets, then you will be able to use the Freshtel MobileLink product. The Freshtel MobileLink team is working hard to extend the range of supported handsets to other brands and models.

What do I need to make calls?

After installing the Freshtel MobileLink application on your handset, all you need to have is sufficient credit in your Freshtel MobileLink account and be connected to Wi-Fi. To learn how to connect to Wi-Fi please see the Wi-Fi Setup section

How do I install Freshtel MobileLink on my compatible phone?

The key steps that you need to follow are:

  1. Perform Freshtel MobileLink Registration

    SMS the word fresh to 19 77 88 11

    When completing the handset-only or online Freshtel MobileLink registration process you will be required to SMS the word fresh to 19 77 88 11. This is required to validate your mobile number and an SMS will be returned with download instructions to get our application.

    Note: If the text message is sent without the word fresh as described above, the download SMS may not be received.

    This is a premium rate SMS charged at AUD$1 plus your normal network rate. On completion of the download, you will receive $2 of credit on your Freshtel MobileLink account to get you going.

    When performing the online registration through the website you will be prompted when to send the above text.

  2. Receiving the Download link

    After successfully sending the SMS request during your Freshtel MobileLink registration, you will shortly receive a new message in your Inbox.

    Download Freshtel MobileLink

    Within this SMS will be a download URL which will be used to download and install the Freshtel MobileLink application onto your handset.

    Open link

    Clicking on the link will bring up the Open link option.

    Depending on how you have your mobile phone’s internet browser configured, a connection will be established to install the application. It is recommended that you use Wi-Fi access to avoid possible download GPRS charges. If no internet access is found, you will be prompted to “Select WLAN network” from the available networks.

    Download Freshtel MobileLink

    After a successful connection, a download page will be shown. If the download does start automatically within 1 minute, please click on Start download.

    Install Freshtel MobileLink

    Follow the received prompts by either clicking on OK, Yes or Continue when a dialog prompts you to do so (there are a few required to allow permission for the application to be downloaded and installed).

    Freshtel MobileLink disclaimer

    Read the disclaimer and press Accept to continue.

    Select Your State

    Please select your State and press Select to continue.

    Start Automatically

    Please read the Start Automatically description and choose Yes or No to continue.

    Activate your account

    On completion of the installation process, if you are already connected to or are within coverage of a pre-defined Wi-Fi access point, you will be asked to activate your Freshtel MobileLink account. Press OK to complete the installation process.

    Congratulations

    When you see the congratulations message, your account is now active.

    Download Freshtel MobileLink

    The application should launch automatically.

    Note: If you have not completed the activation step you will see “Setup in progress” on the top of the application home screen. The next time you connect to Wi-Fi you will be prompted to activate your Freshtel MobileLink account. When completed, “Setup in progress” will be changed to your registered mobile number.

I have not received a response to my initial premium rate text, what should I do?

We rely on your network/service provider to send text messages to and from your phone. Most of the time they are delivered very quickly but they can take up to 24hours. If you have any questions or concerns then please contact us.

Can I use any Wi-Fi provider?

Yes, you can use any Wi-Fi provider as you just need access to the internet. However, you must be aware that some Wi-Fi providers charge for their service and in order to use them you must be registered as a customer with them before you can use their Wi-Fi zones. You should be able to use any of the open free Wi-Fi hotspots, provided they have enabled access from a mobile phone.

Can I use any broadband provider?

Yes, you should be able to access the Freshtel MobileLink service through Wi-Fi with any broadband provider.

Can I use my existing mobile number?

Yes, when you sign up for Freshtel MobileLink, you will use your existing mobile number. There is no new number at all.

What do I need to do to make calls and send messages?

Please refer to Instant Messaging for FAQs on sending messages.

To make calls on Freshtel MobileLink, you must have completed the handset-only or online registration process and installed and activated the Freshtel MobileLink application on your mobile handset. Ensure your phone is also connected to Wi-Fi (your presence icon on the Freshtel MobileLink home screen should be Online).

There are two ways to make calls:

  1. Call as you usually would (ie. by dialling the number and pressing the call button or by selecting an existing contact from your address book).
  2. Through the Contacts list within the Freshtel MobileLink application. From this view you will be able to see the current presence status of all your contacts before calling. Selecting the contact and pressing the Call button will initiate the call.

You can tell if an internet call is being made by checking the calling dialog at the start of your call which will show “Calling number@voicedot.net…”.

Note: Please ensure that you have credit available or top-up before making paid calls.

If I want to cancel my Freshtel MobileLink service, how do I do it?

If you want to stop using the Freshtel MobileLink service please email our customer care team at support@freshtel.net and they will be able to assist you.

All FAQs