Mobile phone support
Changes to mobile phone & data provisions
UNSW Sydney has recently decided to cease the provision of mobile phone hardware, voice and data services except for limited circumstances captured in the exemption approval process.
Staff who are approved via the exemption process to retain a UNSW device or service will still utilise the enterprise UNSW IT Optus/Telstra account. This is a recent decision made, as of 26 February 2021. This means staff no longer need to source their own telco provider if they are required to retain a UNSW service. Account holders will however need to self-serve some requests directly with Optus (more detail to come in due course).
Under the exemption process, staff may instead be reimbursed for their personal service if they wish to use this for work purposes. The reimbursement is up to $30 per month. This should be agreed with your line manager.
In relation to the purchase of new mobile hardware via the exemption process, Staff will also need to organise the purchasing of physical handsets at the local level and manage any warranty, maintenance support themselves.
Self help guides
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If you no longer require your UNSW mobile number please complete the form linked below. This will cancel the mobile service number(s) you specify in the form. Any outstanding bills will still need to be paid to close the associated billing account. Once cancelled, your phone number and service cannot be reactivated.
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If you would like to keep your current UNSW mobile number for personal use, it can be ported to a personal account in your name by completing the Change of Ownership form below. Please read the terms in the form carefully as you will be responsible for the ongoing monthly cost of the service once the number is ported.
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You may wish to apply for an exemption if you fall within the categories and criteria outlined in the Mobile Exemption form below.
If your exemption is approved, you will need to provide proof to UNSW IT to ensure your service with Optus is not cancelled. This can be emailed to mobility@unsw.edu.au, along with your service details. Proof should be in the form of the final approval email you have received regarding your exemption request.
Mobile Phone - If a mobile phone purchase is required (as part of an approved exemption request), the mobile phone purchase must not exceed the cost of one of the following devices in 2021 (This device and model will be updated annually).
- iPhone - iPhone X
- Samsung - Galaxy S10
Any mobile phone purchased should be used solely for the purpose of work and should not be used by staff for personal reasons. Staff should hold their own personal phone and service if required.
- iPhone - iPhone X
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If departing UNSW – you must restore your mobile device to its factory state and return it as per the existing guidelines. UNSW owned mobile devices cannot be purchased by departing staff. Please select the relevant link below for instructions on how to factory reset your mobile device;
If remaining at UNSW – you may keep your mobile device provided it will continue to be used predominantly for work purposes. Any incidental private use is allowed. You are required to complete an FBT declaration form to this effect which can be found here (under mobile phone and/or data service approvals). If this form is not completed, or if the handset is not intended predominantly for work purposes, the handset will need to be returned to UNSW. If staff have more than one mobile phone device, any additional devices must also be returned. This does not include iPads which can continue to be used for work purposes. This will be audited to ensure all devices are accounted for via completion of the FBT declaration OR by returning the device.
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If you have a UNSW mobile device which will no longer be used predominantly for work purposes the handset will need to be returned to UNSW the week commencing 22 March 2021 to the IT Service Desk - they will not be accepted any earlier. You must restore your device to its factory state before returning; this will remove any data (work and personal) as well as passwords or PIN codes stored on the device. Please select the relevant link below for instructions on how to factory reset your mobile device.
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Did you know Microsoft Teams calling is now available for UNSW staff and can replace your UNSW mobile number to make and receive calls?
To start using Teams on your mobile device, download and install the app from the Apple App Store or Google Play Store and sign-in using your zID@ad.unsw.edu.au credentials. For more information on Teams calling refer to the information below.
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If you find that your phone is having trouble joining WiFi (particularly if you've changed your password recently), making your phone 'forget' that network connection and entering your credentials at the prompt can often be an easy fix.
The exact steps vary by OS, these are the instructions for Samsung phones and iOS and MacOS devices.
We're here to help
We're here to help with all your tech needs, offering support and services to enhance your learning and work experience.
Sydney +61 2 9385 1333 (Mon-Fri 8am-8pm & Sat 11am-3pm) or Canberra +61 2 5114 5678 (Mon-Fri 8am-5pm)
IT walk-in service centres
- Upper Campus IT Hub - Room G06, D26 Biological Sciences Building (Next door to XS Cafe) (View on map)
- Middle Campus IT Hub - G008, Ground Floor H13 Anita B Lawrence Centre (Formerly the Red Centre Building off University Mall) (View on map)
- Paddington Campus IT Hub - Ground Floor, Block D, Paddington Campus (View on map)
- UNSW Canberra ADFA Campus IT Hub - Ground Floor, Building 14, UNSW Canberra ADFA Campus (View on map)