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:

• voice and data plans (staff login required)
• data-only plans (staff login required)
• voice-only plans (staff login required)
• satellite plans (staff login required)

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
• include international roaming to your current plan
• transfer your service out of UQ
• order a replacement SIM card
• update the name assigned to a phone service
• change the chart string of a phone service for charges.

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

Repairs 

If your UQ mobile needs repairs, the process depends on which type of phone you have.

Apple phone repairs

For Apple phone repairs, take your phone to:

• The School Locker bookshop at the St Lucia campus, or
• an Apple store, or
• request a UQ Mobiles service (staff login required) to get assistance with your repair from Techwell Enterprise Services Concierge. Techwell also offers a loan phone service.

Android phone repairs

For Android phone repairs, you need to:

• submit an IT request to get proof of purchase and take your phone to a Telstra shop, or
• request a UQ Mobiles service (staff login required) to get assistance with your repair from Techwell Enterprise Services Concierge. Techwell also offers a loan phone service.

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:

1. 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.
2. 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

Before returning your phone, it's recommended you remove any personal information by wiping your device. Remember to save any required data before wiping the phone.

Activation lock is turned on automatically when you set up Find My on your Apple device. If activation lock is turned on, please deactivate before handing the phone back to your manager or faculty.

To remove activation lock:

1. Go to www.icloud.com/find
2. Sign in with your Apple ID and password.
3. Select 'All Devices'.
4. Select the device you want to remove from iCloud.
5. Tap 'Remove from Account'.