IsatPhone Pro FAQs & Troubleshooting

Not quite. The major difference is the antenna on your satellite phone must have a clear line of sight to the sky. Satellite phones work best when used outside without obstructions like tall buildings, mountains or trees. For optimal results, take a 360 degree view of your surroundings, if there is anything between you and the sky, move locations. Signal strength may weaken in towns and cities or inside buildings.

The IsatPhone Pro must have the antenna deployed and a GPS fix established before you are able to receive or make a call. When using the IsatPhone Pro, the quality of coverage and call quality will vary based on the user's relation the Inmarsat's three geostationary satellites which are located along the Equator. Generally the antenna should be deployed at a 160 degree angle to the phone so that when held to your ear it is pointing directly up to the sky. However, the further north or south of the Equator a user is, call quality will likely be optimized if the user adjusts the angle of the antenna to point the top more directly at the satellite in the sky (toward the equator). For example, the IsatPhone Pro is not a good choice for users in the north or Far North of Canada, where the user's location in relation to the Inmarsat satellite is outside of 20 degrees. For more information, speak to one of our representatives.

The Isatphone Pro operates on the Inmarsat network which features near global coverage. However, if you plan to use the phone in or near any US territory, or toward the North or Southern Polar Regions, please read this article in detail.

Because the network configuration consists of three geostationary satellites located along the Equator, users near the Equator are likely to experience the strongest connection with the satellite and best call quality. As the region of use moves further away from the Equator, call quality may degrade and network connections may be more difficult or unavailable. For more information see Do satellite phones work exactly the same way as cell phones?

Furthermore, due to a patent dispute, prepaid card users in the US or within 12 nautical miles (or 22 km) of the US are restricted from network access. Postpaid subscriptions are the best option for users who plan to use their phone in any region of the US or near its borders.

Yes, text messages can be sent and received on your IsatPhone Pro satellite phone. Your phone must be on and have the antenna deployed and have a valid GPS fix and network connection in order to receive messages.

Your contacts should check with their local carrier to ensure they are able to send international text messages from their cell phones.

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 before determining whether a satellite phone is your preferred option. 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).

Emergency calls are only supported on the IsatPhone in the US and these calls are free. To place an emergency call while in the US, dial 911 or 112. The call will be received by a call center that in turn will connect the call to the appropriate emergency service. When you dial 911 or 112 in the US, all security locks are automatically overridden on the phone. Alternatively, you can use the menu on your phone to place an emergency call by selecting Menu > Contacts > Emergency numbers.

No, you cannot call 1-800 numbers from your IsatPhone Pro.

Callers should dial their international dialing code (i.e. 011 from North America), followed by your 12-digit Roadpost satellite phone number. For example, if your number is (870) 123 456 789, callers from North America should dial 011 (870) 123 456 789. The caller pays for the call based on the rates their long distance service provider sets to dial the 870 country code. There is no cost to you for these incoming calls. If the call does not go through, the caller's long distance service provider does not support the 870 country code.

1. Enter the '+' symbol on the display by pressing and holding the [0] key until the '+' symbol appears.
2. Enter the country code for the country you are calling (for example, the country code for both Canada and the U.S. is '1').
3. Enter the area code.
4. Enter the telephone number.

For example, to call (905) 272-5665, dial +1 905 272 5665

• Hold the "1" key until the phone dials voicemail
• Enter your four digit passcode (this is the code created on your first voicemail call)

No, the IsatPhone Pro comes with everything you need to establish a data connection, including a Micro-USB cable that connects directly from your IsatPhone to your laptop or PC. Please note that although IsatPhone Pro data service was released by Inmarsat in Q1 2011, we do not currently recommend data use on the IsatPhone Pro. The results of our own initial testing of the data service do not meet Roadpost’s minimum standard for customer usability or data connectivity. If you do use data on your IsatPhone Pro, we recommend the use of a third party data compression service such as Xgate from Global Marine Networks. While this may not fully resolve all issues, it will improve the user’s experience. The Xgate compression service can be purchased online.

To make or receive calls or text messages with your phone, a subscriber identity module (SIM) card is required. The SIM card also acts as your phone's memory, maintaining saved contacts. To insert your SIM card:

1. Make sure your phone is fully charged and turned OFF
2. Remove the battery cover using a coin or screwdriver to loosen the screw on the back of the phone. Gently lift and slide the cover off. Remove the battery.
3. Insert the SIM card into the tray with the notch up and the gold plate facing out.
4. Push down the SIM tray and slide the tray back to lock it in place.
5. Replace the battery and the battery cover, and screw it into place.

The antenna is attached to the back of the phone. Simply swing the antenna upward 160 degrees. Generally the antenna should be deployed at a 160 degree angle to the phone so that when held to your ear it is pointing directly up to the sky. However, the further north or south of the equator a user is, call quality will likely be optimized if the user adjusts the angle of the antenna to point the top more directly at the satellite in the sky (toward the equator). See your user manual for a diagram.

Enter "8888" and press "OK".

Please contact 1-888-290-1616 for assistance Monday-Friday between the hours of 9am-6pm Eastern Standard Time (EST).

• Verify if your phone is powered on.
• Verify if your SIM card is inserted correctly.
• Check your antenna. It needs to be properly deployed, and you need to have a valid GPS fix before you can establish a network connection.
• Check the signal strength meter. If the signal is weak, move to an open space with a clear line of sight to the sky or adjust the angle of the antenna so it points toward the satellite located in the sky along the Equator.
• Confirm that the correct dialing pattern is being used. All satellite calls must begin with 00 or the '+' sign.
• Confirm that the number dialed is valid.

• Confirm if the caller is allowed to call a satellite phone from their local service provider.
• Verify if your phone is powered on.
• Verify if your SIM card is inserted correctly.
• Check your antenna. It needs to be properly deployed, and you need to have a valid GPS fix before you can establish a network connection.
• Check the signal strength meter. If the signal is weak, move to an open space with a clear line of sight to the sky or adjust the angle of the antenna so it points toward the satellite located in the sky along the Equator.
• Confirm if the caller is using the correct dialing pattern. All satellite calls must begin with 00 or the '+' sign.
• Verify if your ringer is on.
  • Press the "Menu" key to "Profiles" and press "Select."
  • Highlight either "General" or "Loud" and press the "Options" key, select "Activate."

• Press and hold the red "power" key for up to five seconds to turn the power on.
• Make sure the battery is charged, clean, dry and properly attached.

• Verify if your phone is powered on.
• Check your antenna. It needs to be fully extended and pointed towards the sky.
• Make sure that there are no obstructions to the antenna, such as trees or buildings.

• Check if the charger is clean, dry and properly connected.
• Make sure the battery contacts are clean and dry.
• Is your battery old? Battery performance declines after several years of use. Replace your battery.

• Press "Menu", highlight "Messaging" and press "Select."
• Press the "Options" key.
• Scroll to "Settings" and press "Select."
• Highlight "Text msg. setting" and press "Select."
• Highlight "SMSC management" and press "Select."
• Highlight "+870772001799" and press "Options," select "Activate."

1. Hold the "1" key until the phone dials voicemail.
2. Enter your four digit passcode (this is the code created on your first voicemail call).

• Go outside with the phone.
• Press the "Menu" key.
• Select "Settings."
• Select "Call settings."
• Select "Call divert."
• Highlight "If not available" and press the "Options" key.
• Select "Activate."
• Highlight "Network default" and press the "OK" key.

Please contact 1-888-290-1616 for assistance Monday-Friday between the hours of 9am-6pm Eastern Standard Time (EST).

Make sure you are outside with the phone and registered to the network. Hold down the "1" key to initiate the call.

Contact customer service at 1-888-290-1616 for assistance Monday-Friday between the hours of 9am-6pm eastern standard time if you are unable to sign in.

To receive a text message your phone must be on, the antenna must be properly deployed and you must have established a valid GPS fix and network connection. Sending a text message is easy from the main menu of your phone. If you are unable to send a text message do the following:

1. Press "Menu", highlight "Messaging" and press "Select."
2. Press the "Options" key.
3. Scroll to "Settings" and press "Select."
4. Highlight "Text msg. setting" and press "Select."
5. Highlight "SMSC management" and press "Select."

Highlight "+870772001799" and press "Options," select "Activate."