Please see below frequently asked questions regarding
our satellite cell phone services. If you have additional questions, please
feel free to email our customer
support center.
Satellite phones
Usage and Troubleshooting
BGAN Rental Troubleshooting
Shipping and Delivery
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Do satellite phones work exactly the same way as cell phones?
The only difference between using a satellite phone and using a cell phone is
that the antenna of your satellite phone must have a clear line of sight to the
sky. Satellite phones work best when used outside without obstructions (tall
buildings, mountains, trees etc). In towns and cities, inside buildings or
around built up areas, it can be difficult to get a clear line of sight to the
satellite, and signal strength may weaken.
Can I send text messages from my satellite phone?
Yes, text messages can be sent and received on your Roadpost satellite phone.
Incoming text messages are free and outgoing text messages are $0.99 each.
Is there anywhere in the world my satellite phone from Roadpost
won't work?
Iridium complies with US embargo restrictions and as a result the following
countries may not permit the use of Iridium satellite phones or coverage may
not be available: Myanmar (formerly Burma), Cuba, Iran, Libya, North Korea and
Syria.
I am going on a cruise, should I rent a satellite phone to stay
in touch while on board?
Some cruise operators offer the ability to use your cellular phone on the ship,
even while you are at sea. You should contact your cruise operator or travel
agent before departure to learn about cellular options on the ship. Be sure to
ask your cellular carrier about the per-minute rate for using the cruise ship
network, as the roaming charges may be quite expensive ($2.49-$5+ per minute).
A satellite phone may prove to be a better option for your cruise if you want
to be assured of a consistent per-minute rate regardless of your location and
the available cellular technology on the ship. A couple of tips for using a
satellite phone aboard a cruise ship:
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to make OR receive calls, you must be outdoors and have a clear line of sight
to the sky at all times (this likely means you need to be up on deck and/or
away from the superstructure)
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you must move well away from any high powered radio or satellite equipment
located on the ship (ask a crew member about locations of this equipment)
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How do my contacts call me on my Iridium satellite phone?
Callers should dial their international dialing code (ie. 011 from North
America), followed by your 12-digit Roadpost satellite phone number. For
example, if your number is (8816) 5555-1234, callers from North America should
dial 011 8816 5555 1234.
The caller pays for the call based on the rates their long distance service
provider sets to dial the 881 country code. There is no cost to you for these
incoming calls. If the call does not go through, it means that the caller's
long distance service provider does not support the 881 country code.
Callers can also use two-stage dialing. First they will dial (480) 768-2500 and
then they will be prompted to input your 12-digit satellite phone number. The
cost to the caller is a standard long distance call to Arizona. You pay for the
call according to the rates set out by your airtime plan.
How do my contacts send me text messages?
Your contacts can send you a text message from the Iridium website messaging
tool at http://messaging.iridium.com.
Your phone must be on to receive this message.
How do I dial back to North America?
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Enter the '+' symbol on the display by pressing and holding the [0] key until
the '+' symbol appears.
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Enter the country code (1) for the country you are calling (the country code
for both Canada and US is '1').
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Enter the area code.
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Enter the telephone number.
For example, to call (905) 272-5665 dial +1 905 272 5665
How do I dial another country? Where can I find Country Codes?
Use the tool below to find the number you must use to dial an international
call.
How do I re-attach the antenna? What if it is loose?
Press the "release" button. Ensure the antenna in the down position. Click the
antenna into place and let go of the release button simultaneously.
How do I access my voicemail?
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Dial your Iridium handset number or 8816-629-90000.
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Wait for voice prompt.
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Enter the number you are trying to reach (ex. 8816-314-XXXXX) if you dialed the
access number.
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Interrupt voicemail greeting by pressing *. (Start here if calling phone
directly)
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Wait for prompt to enter password.
I am unable to make satellite calls
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Check the phone. Verify the phone is powered on.
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Check the SIM card. Verify the SIM card is inserted correctly.
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Check the antenna. The antenna needs to be fully extended, attached correctly,
and have a clear line of sight to the sky.
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Check the signal strength meter. If signal is weak, move to an open space with
a clear line of sight.
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Confirm correct dialing pattern is being used. All satellite calls must begin
with 00 or the '+' sign.
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Confirm that the number dialed is valid. Check the number you are trying to
reach.
I am unable to receive calls
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Check the phone. Verify the phone is powered on.
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Check the antenna. The antenna needs to be fully extended, attached correctly,
and the call is being made in a clear line of sight to the sky.
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Check the signal strength meter. If signal is weak, move to an open space with
clear line of sight.
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Check the dialing pattern. Confirm the caller is using the correct dialing
pattern.
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Check the ringer. Verify ringer is on.
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Press Menu key to Phone set-up. Press OK.
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Press Menu key again, to Adjust Ring Volume. Press OK.
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Press up arrow to increase volume and down arrow to decrease volume.
I am unable to turn the phone's power on.
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Press and hold the power key for three seconds to turn the phone's power on.
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Check the battery. Is it charged and properly attached? Are the contacts clean
and dry? Is the battery holding a charge?
I don't have a signal.
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Check the phone. Verify the phone is powered on.
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Check the antenna. The antenna needs to be rotated towards the sky and
extended.
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Make sure that the antenna is firmly locked into the back of the phone. The
antenna sometimes loosens during shipping:
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Make sure the antenna is in the down position (the white dots will be lined
up).
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Press the button on the top of the phone by the antenna while locking the
antenna into place.
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The antenna should be able to rotate, but should also stay in the position you
leave it. The antenna should not rotate down on its own.
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Make sure that there are no obstructions to the antenna, such as trees or
buildings.
The battery won't charge.
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Check the charger. Is it properly connected? Are the charger's contacts clean
and dry?
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Check the battery temperature. If it is warm, let it cool before recharging.
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Check the battery contacts. Are they clean and dry?
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Is it an old battery? Battery performance declines after several years use.
Replace the battery.
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Make sure you have a Motorola approved battery installed. If you see Invalid
Batt. in the display, you will not be able to charge this battery.
What do the colored lights mean?
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Alternating Red and Green: an incoming call.
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Flashing Green: you are receiving a signal from the satellite, and can place
and receive calls.
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Flashing Yellow and Red: you did not successfully register with the satellite
and cannot receive any incoming calls. Your SIM card may be inserted
incorrectly, may not be inserted, or you may be in a restricted area.
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Flashing Red: service is not available.
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How do I obtain a GPS fix or get good signal strength?
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Make sure the SIM card is properly installed.
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Make sure the BGAN terminal is in an open view of the sky.
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Make sure the BGAN terminal is not near any active radio frequency or other
satellite equipment.
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Orient your terminal towards satellite. Refer to the user guide how to point
the antenna.
What should I do if my PC does not detect the BGAN terminal?
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Make sure DHCP is enabled.
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Release and renew your IP address.
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Configure the Proxy/Firewall on your computer to allow BGAN "IP".
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Make sure the Ethernet/USB cable is secure.
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Make sure the USB drivers are installed (if you are using USB).
Why can’t I install the USB driver when using Microsoft
Windows? (thrane Explorer 500)
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Make sure you have the proper operating system and service pack.
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Make sure you have usbser.sys installed in the C:\windows\system32\drivers
folder.
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Make sure you have the proper installation CD and when you are installing the
drivers you install 3 components:
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Thrane & Thrane Explorer 500 modem
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Port1
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Port2
How do I make or receive a phone call?
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Make sure the BGAN terminal is properly connected.
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Make sure the BGAN terminal is registered with the BGAN network.
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Make sure there is a dial tone.
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Make sure the phone interface is enabled.
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Make sure you use the proper dialing pattern (00 country code + area code +
phone number followed by #)
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When will I receive my Roadpost phone?
Whether you order online or over the phone, you will be asked to enter your
"required date." The date you enter will be the day you receive your phone. We
recommend you specify a required date two days before you leave for your trip
just in case there are any problems that may interfere with courier delivery.
Will I get my Roadpost phone number before I leave for my trip?
When your phone is shipped from our facility, you will receive an email
confirmation that contains your Roadpost phone number. Also, the Welcome Kit
that accompanies your phone comes with Business Cards pre-printed with your
Roadpost phone number that you can distribute to your contacts before leaving
town. Your phone number is labeled directly on your rental phone.
When do I start paying for my rental? When do I stop?
Your rental period starts on the day you specify as the "required date" at the
time you place your order. We stop charging you the day you place your phone in
the courier to be shipped back to us.
What if I don't return my rental on the date I promised?
You may keep your rental phone as long as you need without incurring any late
charges. However, after the initial 30 day rental period is up, you will be
charged for an additional 30 day rental at a reduced rate.
How much notice is required to book an order with Roadpost?
Roadpost offers next business day delivery for most cities across North America
(some exceptions apply). Your order must be placed before 3:00 pm EST for next
business day delivery (weekends excluded). If you live in a rural area and you
need next day delivery, please call our Customer Care center at 1.888.290.1616
to ensure next day delivery is possible.
How do I place an order?
You may order online using our secure checkout process or you may phone our
toll free number 1.888.290.1616 to speak with a Customer Care Associate who can
answer your questions and place your order for you.
Am I able to track my shipment?
When your order has been processed and shipped, you will be sent an email
confirmation. This confirmation will contain a link that allows you to track
the delivery of your order on the FedEx or
Purolator websites.
What if my items are out of stock?
Roadpost products and services are subject to availability. Should you place an
order for an item which is currently out of stock Roadpost will contact you to
arrange for a substitute item or to change your order.
How do I return my rented phone?
For your convenience a courier return kit has been included with your rental
equipment. Please follow the instructions on the reverse of your Welcome Kit to
return your rental kit. We'll stop billing you the day the courier picks up the
phone.
How is my credit card information verified?
At the time you place an order we charge a pre-authorization of $5 to your
credit card to ensure that you have entered your credit card number correctly.
On the rental orders, we process another credit card pre-authorization for $300
when we ship the phone to you. Please ensure you have a limit of $300 remaining
on your card to ensure you receive your phone in a timely manner. The $300
pre-authorization is effective until you return your rental phone. Once you
return the phone, the $300 pre-authorization is released from your credit card.
Satellite Pricing Details
If you are researching other satellite providers, ensure that you are aware of
the hidden costs. At Roadpost, we believe in full pricing transparency so that
you don't get any surprises when you receive your bill!
Pricing Details
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All incoming text messages are free
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All calls are billed in full minute increments
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Calls to check your voicemail are considered outgoing calls and DO count
towards your included minutes
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The following call types can not be applied towards your included minutes:
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Outgoing text messages
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Iridium satellite to other Iridium satellite phone
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Iridium satellite to phone on other satellite network
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Please refer to this chart for delivery charges
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Monthly subscriptions are charged one-time activation fee of $50. There is no
activation fee for rentals.
Satellite Rental Loss, Theft & Damage Protection
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Loss, Theft & Damage Protection is available at an additional cost:
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$59.00 for the first week
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$4.00 for each additional day
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If rental protection is waived, the renter must pay the full replacement value
of all equipment missing from the rental kit
Satellite Voicemail Service
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All rentals include voicemail at no additional cost
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Voicemail is available to customers who purchase phones for an additional $5.00
per month
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