UQ mobile phones and plans

Staff who require a mobile phone for work can choose from approved phones, data devices, and voice or data plans.

You need to buy your device and plan separately. Purchases must be approved by an appropriate financial delegate.

Buying a plan
Change, transfer or cancel an existing plan (including international roaming)
Remediation of mobile services
Buying a mobile phone or data service
Warranties
Repairs
Billing and chart string changes
Reporting
Mobile phone security
Mobile phone disposal and recycling
Securing your information when leaving UQ
Set up new UQ mobile device

Buying a plan

UQ's mobile plan provider is Telstra. They offer:

Either you or a financial delegate can request a UQ Mobiles service (staff login required) if you require a new plan.

Change, transfer or cancel an existing plan

Either you or a financial delegate can request a UQ Mobiles service (staff login required) if you would like to:

change or cancel an existing plan
enable/disable additional services for your mobile plan, e.g. international roaming
transfer your service out of UQ
order a replacement physical SIM card
order a replacement eSIM when changing device
change the name or other assigned details of a phone service
change the chart string of a phone service for billing

When a staff member leaves UQ, the plan will not be automatically cancelled unless a service cancellation request is submitted.

Remediation of mobile services

Supporting the Vice Chancellor’s initiatives to reduce operational costs for the University, ITS will regularly review usage of mobile phone services.

If an add-on or feature that incurs an additional cost has not been used for a continuous period of three months, the feature may be removed, or the service may be downgraded to a more suitable plan.

If a service is identified as having no usage for a continuous period of three months, the service owner will be contacted to determine if the service is no longer required or needs to remain active. If no response is received within 30 days, the service owner will be notified that the service is being disconnected.

Buying a mobile phone or data device

You can use UQeMarket to buy devices and accessories from our approved suppliers, including:

mobile phones and data devices (such as wifi dongles and hotspot devices)
accessories (such as phone cases and chargers)
bundled packs that include cases, screen protectors and extra chargers.

We work with these approved suppliers to provide reputable products and competitive prices for UQ. To ensure you find products from these suppliers, follow the instructions below for searching UQeMarket.

If none of the mobile devices in UQeMarket meet your business needs, you can request a custom quote by requesting a UQ Mobiles service (staff login required). Custom mobile phone purchases require approval by a UQ Senior Executive Team member. See the IT purchasing procedures for more information about requesting custom quotes or advice.

How to buy through UQeMarket

To buy new devices or accessories, follow the instructions for UQeMarket purchases.

A standardised range of mobile handsets is available for purchase in UQeMarket.

To search in UQeMarket, enter 'UQ' followed by the product name.

For example, to see all available:

iPhones and related accessories, enter UQ apple
Samsung Galaxy phones and related accessories, enter UQ samsung
Google Pixel phones and related accessories, enter UQ google
Data devices, enter UQ data
Satellite phones, enter UQ satellite

You can then refine the search by product type using the 'Category' filter.

Warranties

The standard warranties for mobiles devices are:

Apple: 2 years (*Apple Care Enterprise (ACE) is also available to purchase)
Samsung: 2 years
Google: 2 years for handsets and 1 year for accessories
Approved data devices: 2 years

*Apple Care Enterprise (ACE) for 36 months is available as an optional purchase on UQeMarket and covers accidental damage.

Repairs

The repair process for your UQ phone depends on its type and warranty coverage.

For assistance, please request a UQ Mobiles service (staff login required) and select "Request repair service".

Our team at UQ Mobiles/Techwell Enterprise Services Concierge will assist you with repair options. We also offer a loan phone service while your device is being repaired.

Mobile phone replacement

We recommend replacement of your mobile phone when:

it is broken
battery health is 80% or less
it is unable to meet UQ Cyber Security requirements due to not being capable of running the last two most recent releases of iOS or Android.

Billing and chart string changes

You can request a UQ Mobiles service (staff login required) for any UQ mobile billing enquiries or chart string changes.

Reporting

From 1 February 2023, mobile phone reporting is transitioning from Call Accounting and Billing (CAAB) to Telstra’s Bluewater Mobility Management platform. The Bluewater platform is a modern device management platform offering UQ many benefits including:

enhanced reporting
superior device management
improved billing analysis

PABX and historical mobile phone data will remain available in CAAB, including reporting information for the month of January 2023.

Detailed Bluewater reporting is available for Managers, Budget holders and Finance staff. To request access to Bluewater please request a UQ Mobiles service (staff login required).

You will need:

Chart string(s) you require reporting access to, and/or
Organisational Units you require access to, and
Approval from your Financial Delegate (email attachment is acceptable).

Bluewater monthly emails

All mobile phone service users will receive a monthly email from Bluewater with a one-time link detailing service usage and costs.

View an example of a Bluewater monthly email (PDF, 173.8 KB)

Mobile phone security

Find out how to keep your mobile devices and personal information safe.

Read article

Mobile phone disposal and recycling

To dispose of your mobile device sustainably:

Please sign out of all accounts and reset/erase the device to factory settings by referring to general guides for Apple iPhone and Samsung Android devices.
Send the device(s) with accessories to the following address via internal mail:
UQ Mobiles
Level 6 Room 611 Gordon Greenwood Building (B32)
St Lucia Campus

ITS uses Moorup and Mobile Muster, the national mobile phone industry recycling program.

Securing your information when leaving UQ

If activation lock is turned on, the device is locked to you even after factory reset. Please deactivate before handing the phone back to your manager or faculty by following below guide(s):

It's recommended you remove any personal information by factory resetting your device. Remember to save any required data before proceeding.