FAQs

  • Plans
  • Prepaid
  • Technical
What does 1 Gigabyte (GB) give me? What are my charges? Ensure you understand your plan.
Different 3 Mobile Broadband plans let you access different amounts of data.

As a guide, 1GB allows you to:
> Surf the web for 100 hours
> View 25 two minute videos
> Download 50 music tracks
> Chat on Skype for 5 hours
> Instant message for 50 hours
> And send 1000 emails, every month.^

^ Usage guide only, based on following assumptions: Email sent or recieved 25KB, web browsing per hour 4MB, IM per hour 0.7 MB, music download 4MB, 2 min video 8MB and 1hr Skype 30MB.

Additional usage and Roaming in Australia (including within 3's Broadband and 2G Zone) charges apply. This will vary depending on your plan, go to My 3 to view your rate plan details.

What is coverage and roaming? And how does it affect me?
3 provides Mobile Broadband at HSDPA (High-Speed Downlink Packet Access) speeds in the 3 Broadband Zone and the 3G Roaming Zone with a compatible modem. That means typical download speeds ranging from 600kbps to 1.5Mbps. Uplink speeds are up to 384kbps. The actual speed achieved will vary depending on a number of factors such as device capabilities, the location and equipment and network usage at the time.

Once outside 3's Broadband & 2G Zone, you can still access the internet via roaming. Speeds while roaming in Australia may be significantly slower than in the 3 Broadband Zone and usage is charged differently. Each Mobile Broadband plan includes a small allowance for emergency roaming such as for sending urgent emails. Usage above your roaming allowance will be charged at 50c per MB when roaming and in the 3G Roaming Zone.
How can I check my usage? Where can I make changes to my account?
Manage everything on your account. We allow you to view your bills, manage your account daily, update your address and much more on My 3 Online.

> More details

> Login to My 3 Online

How can I change my rate plan? What are the terms?
You can change your rate plan by logging in to My 3 Online.

For more info on Mobile Broadband terms and conditions call 3 Care on 133 320.

Once you have completed your contract, you are able to continue on a month-by-month basis or you can renew your contract if you see a modem you'd like to upgrade to.

Pro-Rata Billing: How is Mobile Broadband billed in first month?
When you sign up to a Mobile Broadband service, your first month is billed on a pro-rata basis. This means, if you signed up to a plan in the middle of a billing month, you will be charged for only half the monthly spend, but also receive half of your allowance. You will receive your full allowance when your billing month renews. To find your billing date, you can register on My 3 Online 24 hours after signing up.

Note: Pro-rata billing applies only in the first month, if the service is overused in this period additional usage charges apply, this will vary depending on your plan, go to My 3 to view your rate plan details.

What is the bill increment that I will be charged?
The Prepaid bill increment is 1kb.
Can I roll over unused usage allowance from month to month?
Yes, if you recharge before the expiration date of your voucher.
Can I recharge my Mobile Broadband Prepaid service straight away?
No. You have to wait up to 24 hours before you can register on My 3 to recharge your account.
You will receive 200MB when you activate online.*

*30 day expiry. No rollover.
Can I send and receive SMS from the 3 Mobile Broadband Prepaid service?
Yes, you can send and receive SMS from your dashboard; each recharge gives you an allocation of 10 free SMS. You have the option to purchase a $5 voucher which provides 50 SMS.
How many SMS in our Prepaid options?
10 SMS has been included in the $15, $29, $49 and $149 recharge options.
Does my modem come with a warranty?
Yes, your modem has a 24 month warranty, the terms and conditions of the warranty are outlined in the new Modem Starter guide.
Will I be notified before my data allowance expires?
Yes, 5 days before your allowance expiries, an SMS notification is sent to your Mobile Broadband connection manager.
Will I be notified before my service (3G SIM) expires?
Yes, 10 days before your 3G SIM Card expires.
Can I use the 3 Mobile Broadband Prepaid overseas?
No, Prepaid MBB does not support overseas roaming.
What happens if I use up my data allowance?
If you run out of data balance you will not have access to the internet and you will need to recharge to continue using this service. There is no charge for accessing My3.
Where can I recharge?
You have a range of recharge options, you can recharge with:
• A voucher purchased from your nearest 3Store, Dealer or participating ePay outlet
• A credit card via My 3 or
• By setting up an auto-recharge.
What happens if I buy a wrong voucher?
If you have purchased a 3 Prepaid Cap voucher by mistake, please call 3Care on 131921.
Will the 3 Wi-Fi Router (D100) work with my 3 Mobile Broadband Prepaid service?
Yes, but you will need to refer to the website or call 3Care on 131921 to adjust the router’s settings.
Which modems are compatible with the 3G Roaming Zone?
E1553, E160, E1803, MF6273.
Will my modem work with Windows 7?
Please contact the Internet Modem and Data Team on 1300 651 545 for Technical Support".
How do I check if my computer has the compatible technical requirements?
Windows: Select the "Start Menu", then "Control Panel", & then select "System".
Mac: Select the "Apple" menu, then select "About this Mac ".
Will my modem work with Mac OSX 10.6 (Snow Leopard)?
Please contact the Internet Modem and Data Team on 1300 651 545 for Technical Support.
What is USB?
USB stands for Universal Serial Bus. USB ports are the rectangular slots on just about every desktop, laptop or Mac that are used to connect devices like the mouse, keyboard or printer. Most PCs have a number of USB ports. You'll need a spare USB port to use the USB Modem, for first time i nstallation we recommend using the long cable with the two USB ports. Once installed you can use either one of the cables provided.
How do I setup my Mobile Broadband?
Set up is simple and easy! For Windows PCs, simply plug your device into your computer and follow the simple setup wizard and you will be connected in no time! For Mac devices, please install the software from the CD supplied with your Mobile Broadband device.

> More about setup

What is 3G roaming?
3G roaming is the ability for you to roam at 3G speeds outside of our Broadband Zones with a compatible modem

What does 3G roaming mean for you?
If you have a modem that is capable of 3G roaming you will be able to access 3G when outside of our Broadband Zone. When accessing 3G roaming you will be able to roam at speeds similar to those within our Broadband Zone.

Do you need to configure your modem for 3G roaming?
Yes you will need to enable 3G roaming via the Connection Manager. If your modem is not 3G roaming capable it is not possible to get it to roam onto 3G.

How do I know if I have a 3G roaming modem?
3G roaming capable modems will have UMTS 850MHz in the specifications. If you are not sure please ask the store staff or call 3 on 133 320.

What happens if you have a modem that is not 3G roaming capable?
You will still be able to use your Mobile Broadband service outside of the 3 Broadband Zone however not on 3G roaming. Your speeds will be significantly slower (20-40kbps, or 20-30 times slower than normal).

Can I use a modem purchased elsewhere on 3G roaming?
We cannot guarantee that any 3rd party modem will work on 3G roaming.

How do I use my Mobile Broadband in roaming if its roaming function is turned off by default?

All Mobile Broadband services will disconnect once you're outside 3's Broadband Zone. Activating roaming enables your modem to connect to the Internet via a 2G/GPRS or 3G (compatible modems only) connection.

Please note that use of roaming may result in reduced connection speeds and usage is charged separately (50c per MB). You'll know when you're roaming' as your connection manager will also say 'EDGE Roaming' or '3G Roaming'. Please note that 3G Roaming is only available with compatible modems.

To configure your modem for roaming please consult your Modem Starter Guide for call 3 on 133 320.

What is HSUPA?
High-Speed Uplink Packet Access (HSUPA) is a 3G (third generation) mobile telephony communications protocol in the High-Speed Packet Access (HSPA) family, which allows networks based on Universal Mobile Telecommunications System (UMTS) to have higher upload data transfer speeds.

My connection speed is slow
The clearest indicator if speed is displayed when your modem flashes different colours. Your best broadband experience will occur when your modem flashes light blue/dark blue (USB Modem) or yellow/blue (Laptop Card). Slow speeds are indicated by your modem flashing green or purple, this also means you’re roaming (using a 2G connection) and experiencing dial-up speeds. Please note: separate charges apply (see Mobile Broadband pricing page for details). To set your modem to use a 3G connection only follow the steps below:

For the USB Modem

> On your USB Modem Manager (dashboard) click on: Settings
> In the drop down menu, select: Choose connection type
> Click on 3G Only

For the Laptop Card

> On your MobiLink Manager find the menu icon top left of the dashboard
> In the drop down menu, select: Configuration
> Open the Mobile tab, find the ‘Advanced’ box and select: UMTS Only 2100

Also try

> Connecting to a different web site
> Confirm the device is plugged in and configured properly
> Restarting the computer

My connection is not working at all
1. Troubleshooting & Downloading the Latest software:

For basic modem troubleshooting refer to your Quickstart guide to confirm modem settings.

> Download the latest software


2. Anti-Virus & Firewalls on your PC

Check that any anti-virus or firewall programs will allow an Internet connection via your Mobile Broadband device. Ensure that the connecting software for the USB Modem (3 MobileBroadband) and Laptop Card (MobiLink) is permitted to access the Internet and create Internet connections (see your antivirus/firewall documentation for information on how to do this).

3. Coverage Check

Check the colour of the indicator light on your device, see above or refer to the modem Quickstart guide to see what each colour means. For coverage-related issues, try moving to another location, even a short distance can make difference. Make sure your not surrounded by too many objects that could interfere with the mobile signal like thick walls, metal fences etc. If the problem persists, call 3 Care on 133 320.

> Check your coverage

> More Mobile Broadband FAQ's

Pocket WifiTM-How long does it take to charge the battery from flat?

When charging with a mains charger it takes a maximum of two hours when not in use and up to four hours when in use. When charging from a PC via a USB cable the charge time is up to two and a half hours when not in use and up to eight hours when in use.

Pocket WifiTM-How long does the battery last?

Pocket WiFiTM can work for around four and a half hours when powered by the battery and in continuous use.

Pocket WifiTM-What is the WiFi signal strength like?

To get the best signal strength try to position the modem near a window and not in a basement. As a rough guide to signal strength:

  • When powered by a mains charger – up to 30 metres indoors.
  • When powered by a PC or with the battery – up to 10 metres indoors.

    • Pocket WifiTM-is getting hot when I use it for long periods of time
    This is quite normal. The modem has a built in temperature protection function. This means that if it gets too hot it’ll turn itself off to protect itself.

    Pocket WifiTM-Can other people use my connection?
    Pocket WiFiTM has WPA encryption as standard with a unique WiFi Key password so no-one can use it without your permission.

    Pocket WifiTM-How many people or devices can share my connection at any one time?
    Up to five devices can be connected. With increased users and high data downloading (i.e. streaming music) the speed may be slower.

    Pocket WifiTM-Does Pocket WiFiTM work on Mac, Linux or Windows 7 computers?
    Yes, Pocket WiFiTM with most WiFi enabled devices. The dashboard is browser based so works with any operating system.


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