Welcome!

Congratulations, and thank you for choosing Activa Communications as your supplier for your mobile 4G/5G connectivity needs. We’re certain that the Activa Mobile service you have ordered will provide you with reliable mobile connectivity for years to come.

We’re delighted to be able to assist you and on this page we want to provide you with all of the information you need to get the most of your new Activa Mobile service.

Connecting to your Activa Mobile service

When your Activa Mobile service has been activated we will send you an Activation Email, which provides you with all of the specific information about your service that you need to access and use the service correctly.

The information provided in the email will include:

Confirmation of the key details of the service including the Customer reference details of your order.
Information to uniquely identify your service when accessing our systems, including our Partner Portal.
The Mobile Service Number of your service, which may be a new number or the number you have ported.
The type of SIM the service has been delivered on, being either Physical SIM or eSIM.
The PUK code for the service.
Where applicable, the eSIM activation code of the service.
The voicemail number, being the number to call to access and configure voicemail for your service.

On this page we provide step-by-step instructions to help you to get started with your new Activa Mobile service.

How to connect

Physical SIM

Where your Activa Mobile service has been delivered on a physical SIM card, the SIM card will either already be in your possession or delivered to you as part of your order. Each SIM card has a unique serial number, which is noted in your activation email to help you identify the correct SIM card to use.

To activate your service, you will need to follow the instructions relating to your chosen device relating to installing a physical SIM card. No other configuration is required for compatible devices beyond following the manufacturer’s instructions.

eSIM

Where your Activa Mobile service has been delivered on an eSIM, the activation code to be used will be noted in the activation email you were sent.

To activate your service, you will need to follow the instructions for your chosen device relating to adding an eSIM service. Typically, this will involve choosing to manually activate using an activation code, but the process will vary from device to device, and no other configuration is required for compatible devices beyond following the manufacturer’s instructions. We have provided an overview of the process for Apple iOS and Android devices below, but please refer to the specific instructions for your device for the most accurate information.

For Android devices –

Open Settings and then Connections/Network & Internet menu item.
Open SIMs/SIM manager.
Open Add eSIM,
Select Enter Code Manually, or if that option is not shown, select Scan QR Code and then Enter activation code.
At the Enter activation code prompt, enter the Full Activation Code provided in your activation email, in the format carrieraddress$activation code (for example “jj-y2-991-z-tty.oi.to-esim.com$7C71C5C867EBCB9825456C8C08C590E8”.
Follow the on-screen instructions to activate the eSIM.
After activation ensure your mobile data and roaming settings are configured according to your needs.

For Apple iOS devices –

Go to Settings then Cellular.
Tap Add New Cellular Plan.
Then choose Enter Details Manually.
You will see three fields to be completed, being SM-DP+ Address, Activation code, and Confirmation Code.
Enter the SM-DP+ Address value from your activation email into the SM-DP+ Address field (for example “jj-y2-991-z-tty.oi.to-esim.com”).
Enter the Activation Code value from your activation email into the Activation Code field (for example “7C71C5C867EBCB9825456C8C08C590E8”).
Leave the Confirmation Code field blank.
Follow the on-screen instructions to integrate eSIM into the iPhone Data Plan.
Label the eSIM and configure calls, messages, and data usage.
Check your iPhone to confirm the activation.

Porting

The porting of your number is an automatic process that can take from just a few minutes up to two business days to complete. It is important to note that porting is only conducted during business hours.

To minimise the time that your service is not accessible we recommend that you wait until your existing service stops working. When this happens, install your new Physical SIM or eSIM following the processes on this page and allow up to two hours for the service to become usable.

Configuration Guide

Voicemail

To access your voicemail service simply dial 101 and follow the prompts. You can update your recorded message and manage your voicemail account by following the voice prompts.

Troubleshooting

We understand that issues can arise when connecting to a new Activa Mobile service for the first time. To assist with your first connection to the service, we have compiled a list of the basic troubleshooting steps we would recommend you follow before contacting our helpdesk to open a ticket.

First, try turning your device off, waiting for one minute, and then turning your device back on.
Second, with your device powered on, on look at the reception indicators to confirm if your location has coverage.

Contacting our helpdesk for support

When an issue cannot be resolved after following the troubleshooting processes above the next step is to open a ticket with our Help Desk so that we can assist you.

Tickets can be opened using the following methods:

Login to our Help Centre to log or access tickets directly.
Email us at helpdesk@activacomms.au.

When opening a ticket with our Help Desk you should ensure that:

You have the service or configuration identification number (accessible from the activation email, our Partner Portal or our Billing Portal).
You have completed the troubleshooting steps detailed above.

During business hours you can access our Help Desk using any of the options below:

Use our Help Centre to log or access tickets directly.
Email us at helpdesk@activacomms.au.
Call us on 1300 554 116 (select option 2).

Our helpdesk is available 24/7, with defined escalation pathways to ensure you always receive the assistance you need. Outside of business hours, you should call 1300 554 116 and select option 2. Your call may be directed to a messaging service who will forward your matter to the technician on duty.

Further Resources

Training and 1:1 assistance

Training for your team

We support our partners with technical training, with a focus on our exclusive platforms, Xelion and SentryNet. Use the link below to book a time for training tailored to your requirements and team.

Book training

Sales and Marketing Support

Support for your sales team

We support our partners throughout the sales cycle, and can assist you with expert solution design, technical expertise, marketing collateral (co-branded or your branding) and directly assisting you with sales opportunities.

Book a sales meeting

Partner Portal

Your gateway to Activa

Our partner portal provides access to manage customers, sites, contacts, services, projects, orders and much more. Use our Service Qualification feature to see what’s available at any site.

Help Centre

Access our helpdesk and KB

Our Help Centre is your primary access to our technical helpdesk, allowing you create and manage and tickets, and to access our extensive Knowledge Base containing technical guides and troubleshooting articles.

Help Centre

Customer Guides

Helpful articles for customers

Our customer guides and articles can be shared with your customers to provide a helpful reference and step by step guides for using our exclusive platforms, including Xelion and SentryNet.

Customer Guides

Billing Portal

Manage and view billing

Our billing portal provides partners with options to manage how customers are billed. Whether we are billing you, or billing your customers, or billing your customers under your brand, it’s all accessible in one place.

Billing Portal