Please note: ISS do NOT offer support for Android handsets. Support issues will be your own responsibility to resolve. Whilst we will try to assist you, there is no formal offer of support to these handsets.
HTC provide a program called HTC Sync which can be used to sync your data to your handset. It allows you to sync email, contacts, shared music and pictures, etc.. If you sync using the software on your PC whilst connected by the USB cable, your calendar entries and contacts may be duplicated once the initial over-the-air sync is carried out.
Click here for Instructions on how to manually set-up email/calendar/contacts
Our good friends in ISG have also provided information on Android Active Sync and how to set up your phone. They have provided more detailed information on using exchange with mobile devices.
HTC offer support and instructions for their handsets.
Please vist the HTC website for more information http://www.htc.com/uk/support.aspx
Extend your battery life: Turn off Wifi when not in use (this will affect other services such as Signal Boost), Turn off Bluetooth unless you are using it for peripheral attachment or file transfering.
Using the Power save mode: Powersaver can be set to restrict usage of your handset to conserve battery life, should battery power reach a determined %.. You can set your phone to dim the screen, disable Wi-Fi and bluetooth, prevent applications for sending and receiving data whilst in the background (minimised), whoever this will prevent your email being pushed to your handset.
Did you request "Roaming" when you ordered your phone? If your unsure, please contact telecoms on extension 8000, we will check to see if "Roaming" is active on your account/SIM card. Beyond this, it becomes your personal responsibility to ensure that your device is set up correctly, you know which partner networks you can use and what services these partner networks offer.
Please observe the directions from the Orange webpages for information on using mobile services abroad. Coverage, partner networks, services and costs can be found using this link.
http://business.orange.co.uk/home/public/support/going-abroad/international-cost-checker
Please note, sync whilst roaming is disabled by default. Ensure that you enable this feature before you leave the UK.
At the HOME screen press Menu, select "Settings", select "Wireless and networks", select "Mobile Networks", ensure the "Data Roaming" tick box is ticked, press OK to accept.
Then, open your mailbox, select Menu, press "More", select "Settings", select "Send & Receive", ensure "Sync when roaming" is ticked.
Your handset will sync your mailbox whilst outside the UK.
In order to comply with the university purchasing procedures, ISS telecoms have an OGC contract with Orange. This contract offers a limited device range and three handset types have been chosen which offer basic calls and texts and/or email and calendar synchronisation to offer mobility, at the best price.
Talk/Text |
Smartphone |
Smartphone |
Nokia 2323 |
HTC Wildfire S |
HTC Desire S |
Note: These choices change as handset options offered by Orange are updated and handsets become end of life.
No. We are unable to port your personal number to the university account.
No. You should not use your handset to make personal calls. If you need to use your university mobile for a personal call, you should declare these calls each month to your finance dept. Orange Billing Manager is available to each end user. This allows you to tag personal calls made so you can easily manage any personal call costs. You should contact telecoms@ncl.ac.uk and ask to be registered.
Because ISS only support Windows Mobile devices, if you have chosen a phone with any other operating system (eg. Nokia), ISS can not support your handset choice. You should consult the manual which accompanied the device, and/or perform an internet search for support topics. Basic configuration information HERE.
If you are using a Windows Mobile device, in the first instance please consult the manual which can be found on the accompanying CD. You will find the "Windows Mobile Device Manual", which will forward you to the following link: http://www.microsoft.com/windowsmobile/en-us/help/default.mspx
If you have read the online guide, and/or can not find any information on our web site, please submit a support request to the help line (x5999).
Common Enquiries from Windows Mobile users:
| Identifying your handset type and operating system: | Identify |
| Navigating the handset, viewing programs & setting the time: | Navigate |
| Entering text and numbers: | Text |
| Password protecting your device: | Password |
| Using email: |
Mobile Phone
If your handset is within warranty for handsets <1 year old, or you purchased "with care" when you ordered the phone; return the phone to the telecoms office. You MUST DETAIL the fault conditions you are reporting.
When did the fault start to occur? What fault conditons are you experiencing? Do you get any error messages? Can you turn the handset on? etc........
Orange will use this information to determine how they will troubleshoot the handset. They will determine whether or not the fault can be rectified or if a handset replacement is necessary.
Whether they are able to rectifiy the fault or they replace the handset, we will advise you when the handset can be collected from our office.
NOTE: If you store contacts on the phone handset, you should copy them to the SIM card or to your PC. If the handset is replaced, you will loose all information on it. (Your handset manual will tell you how to do this)
Data Card
Mobile carriers provide 'mobile broadband' using a USB "dongle" which plugs into your laptop. This "dongle" is a 3G modem. Some newer laptops come with a 3G modem installed. They require the user to insert the SIM card into the laptop, not the whole dongle. Orange may not support you when the SIM card is inserted directly into the laptop.
Initially, call the telecoms office for assistance. We may ask you to call Orange tech support directly. This prevents a situation where we become the "piggy in the middle" passing messages back and forth.
We would like to post relevant information to help everyone use their device effectively. If you have any comment or questions, please email us at telecoms@ncl.ac.uk.
To comply with university procedures, your internal purchase requisition is raised as an online P2P requisition which is completed by the telecoms office. We will ensure that you are ordering the correct services to support mobility. The completed requisitions are passed to the ISS General Office who will order the device(s) from Orange.
Orange usually* dispatch orders within 72 hours of us receiving confirmation of receipt of order. (*not gauranteed)
When the order arrives, general office staff will register any new connection, or in the case of upgrades, will ask the end user if convenient to register the upgrade handset. When upgrades are registered, the old handset will become dead and calls cannot be made or received.
The registration procedure entails an SMS SIM update message being received by the handset. This can take upto 24 hours to be received.
On the internal purchase requisition, you are asked to provide the name of the person to whom we should send copy bills. General office staff will arrange for a copy to be sent to this person each month. The costs will be re-charged from the account number you nominate on the internal purchase requisition.
You should initially see the person who is receiving the copy bills. Telecoms can provide bills only 3 months in the past, beyond this date we can only provide a summary of the bill. The bill recipient should have in place procedures for archiving bills for future reference.
All contracts are 24 months in length (unless agreed otherwise at time of ordering). The out of contract date is 24 months from the date you started it. Telecoms keep a detailed record of mobile handset users and can provide additional information.
This is a requirement from the executive office. You must show that their is a continuing business need for the user to be provided with a university mobile handset, and the head of service is required to provide this authorisation.
Please click the Cancellations link to the left.
We cannot provide “Pay as you go” handsets. Should you wish to hire a mobile phone; telecoms have 3 handsets on the Orange network and 1 on the Vodafone network which can be hired for £5 per day or £25 per week. These handsets are intended for short term hire.
If you require loan handsets for longer periods or no loan handsets are available, mobiles can be hired from Vodafone: http://www.vodafonehire.co.uk/Mobile-Phones.aspx
Contact the telecoms office, we will contact Vodafone for you and provide you with details on pricing and how to arrange the hire.
STOLEN – Call 0800 0790091 as soon as your aware of the handset being stolen, to bar calls to/from the number. Report to police immediately. Obtain a crime reference number which is required by telecoms in order to handle your claim (should your handset be covered by Orange Care). Please forward this information to telecoms at your earliest opportunity.
LOST – Call 0800 0790091 as soon as your aware of the handset being lost, to bar calls to/from the number. Please report within 24 hours to the telecoms office, providing details of when/where you were when the handset was lost. Orange care does not cover the handset if you do not report this to us within 24 hours. Once you have advised us, within 24 hours of your call to Orange, we will submit an insurance claim for a replacement with Orange Care team (should you have Care on your contract).
DAMAGED/FAULTY – Call telecoms on ext 8000 and provide as much information as you can about the problems you experience, including any error messages you experience. The handset must be brought back to the telecoms office. We will call Orange who will diagnose the handset and advise us how to resolve any issues. If they deem the handset is faulty beyond the advice they offer, they will advise us if they are prepared to replace the handset.
Synchronisation issues - At times you may find that you have to re-sync your handset with your PC and/or Exchange. Support of the mobile device is offered via the normal desktop support group. Telecoms will only check to ensure that the correct services are active on your account/SIM card.
We must ensure the university adheres to the WEEE directive governing the disposal of waste electronic equipment. Further advice here: http://www.ncl.ac.uk/estates/services/waste/disposal/MobilePhones.htm
The handset belongs to your school/service and can be kept as a spare or re-used.
The billing date for the whole university account is 22nd of each month.
If you add a 200MB 30 day data bundle to any number (Handset or Data card), on the 22nd of the month, you will receive 200MB's of data to consume between the 22nd of the current month and the 21st of the next month.
If however, you added the same bundle on the 1st of the next month, you will receive a pro-rata amount between the 1st and 21st, with the balance of the bundled data from 22nd till the 30th of the month.
You can not assume the you will receive 200MB from 1st till 30th of the month. You will receive a Pro-Rata amount of data between 1st till 20th, with the remaining amount 21st till 30th.
If the pro-rata amount of data is exceeded, you will be charged at pay as you go rates, until the next amount of pro-rata data bundle becomes available.
Confusing, yes, however all mobile networks operate in this manner.