Frequently Asked Questions

If you have included your University mobile phone on your department or college asset register it is covered by the University Insurance policy.

Whilst the mobile phone is on University premises, the deductible for most types of damage other than fire is £27,500 however there is an internal fund for valid contents claims which would bring the deductible down to £5,000.

When away from the University, the deductible is £275 each and every claim. Exclusions apply, in particular losses from unattended vehicles may not be covered.

The priority for the ITS is to support University provided IT facilities and equipment, this coupled with the ever increasing range of smart phones available means that we are unable to provide support for personal phones and our support is limited to University owned staff phones only. What we are able to provide are instructions for iPhones and phones which support ActiveSync and you can find these on our website at:

http://www.dur.ac.uk/its/local/telecom/mobiles/mobile_exchange

These instructions are provided as is, and we will not be able to assist further should problems arise during their use.

If your phone doesn't support ActiveSync then you can request the IMAP protocol be enabled on your email account here:

http://www.dur.ac.uk/its/email/exchange/eximap/

Once enabled then you should be able to configure an IMAP email account on your device using the server settings which can be found here:

http://www.dur.ac.uk/its/email/exchange/eximap/configuring-clients/

If you don't know what protocols your phone supports or how to configure an IMAP email account on your phone then you should contact your mobile phone supplier or your phone's manufacturer for further assistance.

Apple, Android, Microsoft and Nokia make applications available via online stores.

Personal Apps that incure charges must not be installed on University devices unless the method of payment is via a personal credit card.

For Apple and Andriod devices, DocsToGo - http://www.dataviz.com/products/documentstogo/ is recommended for University Business use and can be found by searching the approrpiate App store. Windows Mobile devices do not require additional Apps to read or edit Microsoft Office Applications.

DocsToGo - http://www.dataviz.com/products/documentstogo/

Apple

http://store.apple.com/uk/help/your_account

An iTunes account can be linked with a credit card for purchasing Apps or App Store gift cards can also be purchased.

http://store.apple.com/uk/browse/home/giftcards/itunes/gallery?mco=MTM3NDc0MTQ

You must have iTunes installed on a computer in order to redeem a giftcard.

http://www.apple.com/itunes/affiliates/download/

Android

https://play.google.com/store

A Google Play account can be can be linked with a credit card for purchasing Apps from the Play Store. To link a credit card to your Google Account, you need to visit Google Wallet.

https://wallet.google.com/manage

Windows Phone

An Windows account can be linked with a credit card for purchasing Apps from the Market Place.

http://www.windowsphone.com/en-GB/marketplace 

 Further information on purchasing Apps and the payment methods available can be found via the URL below.

http://www.microsoft.com/windowsphone/en-GB/howto/wp7/apps/find-and-buy-apps-in-marketplace.aspx

Nokia

In order to install paid Apps from the Ovi Store, you need to have a Nokia account. Free Apps can be download from the Ovi Store - http://store.ovi.com/ without setting up a Nokia Account.

https://account.nokia.com/acct/account/index.html

Please go to the following URL, which provides as list of instructions for a number of devices.

http://www.dur.ac.uk/its/local/telecom/mobiles/mobile_exchange/

If you use a Vodafone or partner network abroad, you should be able to call the 121 shortcode to set up and change your voicemail settings - the same as in the UK.

If you're going to use any other network in the country you're visiting, you need to set a security PIN before you leave the UK. This will allow you secure access to your voicemail while you're abroad.

You can set your security PIN by calling 121 and choosing option 4, then option 2.

When you're abroad, you'll get a free text message for each voicemail you receive. The text will ask you to call your mailbox number - which will be +447836 121 121. Simply call this number and follow the prompts to access your mailbox.

More information on using voicemail can be found on the official Vodafone website.

Depending on your location, you will see DU Wireless or Durham University Wireless.

1. Go to Settings | Wifi
2. Select the appropriate wireless service
3. Enter your CIS username in the Username box
4. Enter your CIS password in the Password box
5. Click Done
6. When prompted to Continue connect, select yes

The above instructions were written on a HTC 8X running Windows Phone 8.0

Depending on your location, you will see DU Wireless or Durham University Wireless.

1. On the phone go to Settings | Wi-Fi
2. Select the appropriate wireless service
3. Add your CIS username in the Identity box
4. Add your CIS password in the Password box
5. Click Connect

The above instructions apply to Android 4.2.1 on a Samsung Nexus, the settings for other Android devices will vary.

Depending on your location, you will see DU Wireless or Durham University Wireless.

1. Click Settings | Wi-Fi
2. Select the appropriate wireless service
3. Enter your CIS username
4. Enter your CIS password
5. Click the Join buton
6. Accept the certificate when prompted

The above instructions were writting using an iPhone running iOS version 6.0.2.

The IMEI number is normally located under the device battery.

You can also obtain the number by typing *#06# on the mobile phone.

All IMEI numbers are 15 digits in length.

To install the USB Modem Stick Pro, please follow the instructions below: 

1. Plug the device into your laptop
2. Run the setup file
3. Select Vodafone UK from the list of Network Operators and click Next
4. Accept the End-User License Agreement and click Finish
5. Once the Vodafone network has been detected, click Connect to establish a connection.

If the PIN for the device is known:

Go to Settings | General | Reset | Erase All Content and Settings

If the PIN is unknown and device is locked, the follow method is required to wipe the device:

http://support.apple.com/kb/HT1808

Occasionally you may need to restart an iPhone.

1. Press and hold the power button on the top right of the iPhone, the screen will look something like the image below

2. As indicated, slide to power off - the iPhone will shut down
3. Turn the iPhone on as normal, it may take a few minutes to restart

A PIN can be set or changed by the following method:

Using your Vodafone handset, diall 121 and wait for the main menu:

Press 4 then 2 to access the security settings you will be presented with a number of options to change the security settings including the security level and changing an existing PIN.

More information on using voicemail can be found on the Vodafone website

Before you can configure an iPhone to connect to your email, contacts and calender, the device must be initialised. To do this you will need access to a computer with iTunes installed, an Apple ID and a credit card.

iTunes is not included with the iPhone, if you do not have access to a computer with iTunes installed you will first need to visit http://www.apple.com/itunes/download/ and download the correct version of iTunes for your computer. Double click on the iTunes Setup file that will now be either on your desktop or in your downloaded files folder. Follow the onscreen prompts until the programme is successfully installed, at the end of the installation you will be prompted to reboot your computer. Once the iTunes installation is complete you can follow the remaining instructions to initialise your iPhone.

1. Connect iPhone to computer with the USB cable provided in the box
2. Start ITunes, at the Welcome to your new iPhone page click continue
3. Read and agree to the Software Licence agreement
4. Enter your Apple ID or if you don’t have one select ‘I do not have an Apple ID’ and complete the registration form to create your Apple ID
5. Accept the iTunes store Terms and Conditions
6. Enter a password and security question for your Apple ID
7. Enter your payment method details, this will enable you to download music and applications that carry cost from the iTunes Store and iPhone  App Store
8. Finally follow the onscreen instructions to complete the iPhone setup

If your email is located on the ITS Exchange email system, you can configure your iPhone to sync with Exchange, the instructions are located at  http://www.dur.ac.uk/its/local/telecom/mobiles/mobile_exchange/

The iPhone does not come with a manual but you can find out how to use your phone via the URL below.

http://www.apple.com/iphone/how-to/#basics.introduction

User guides for Windows Phone 7 and 8 can be found via the URL below.

http://www.windowsphone.com/en-US/How-to/wp7/get-started

To reset the data settings go to Settings | General | Network | Cellular Data Network - scroll to the bottom of the screen and click Reset Settings.

Previosly mobile phone users on CIS Exchange were not required to use SLL to syncronise their mobile devices.

This changed on the morning of Wednesday 6th of June 2012. The SLL option will have to be enabled on all mobile devices connecting to CIS Exchange and the server address will need to be changed to mob.dur.ac.uk .

From 1000 on Wednesday 6th of June 2012, please follow the instructions below to reconfigure your mobile device. If the configuration instructions below do not work, please remove the current email settings and reconfigure your device using the Configuring mobile devices for Exchange instructions - these have been amended to reflect the changes which took place on the 6th of June.

Enabling SSL on an iPhone

1. From Settings select Mail, Contacts, Calendars
2. Select the Exchange Account
3. Select the Account configuration - this is the option with your email address
4. Scroll down the list of options, check the server address is set to mob.dur.ac.uk and set Use SSL to On
5. Click Done to save the settings

Enabling SSL on Windows 7.5

1. From Settings select email + accounts
2. Select the Exchange account
3. Scroll down the list of options, check the server address is set to mob.dur.ac.uk and set Server requires encryption (SSL) connection to On
4. Save the Outlook settings

Enabling SSL on Andoid

1. From the Email App select Menu | Settings
2. Scroll down the options, check the server address is set to mob.dur.ac.uk and the SSL option is enabled

Enabling SSL on Symbian

1. From the Messaging App select the Mail for Exchange option
2. Select Options then Settings
3. Select the Mailbox and scroll down to the Server name and ensure it is set to mob.dur.ac.uk
4. Scroll down to Adv. mailbox settings
5. Set Secure Connection to Yes

1. Go to Settings | Mail, Contacts, Calendars
2. Scroll down to Calendars and change the Sync options to one of the lesser time periods e.g. 2 weeks or 1 month back
3. Scroll to the top of the options and click on the University Exchange option
4. Slide the Calendars option to Off and accept the prompt to Delete fron My iPhone

5.  Restart the iPhone - click and hold the on/off button on the top right of the iPhone and slide to power off when prompted, leave the phone off for a couple of minutes

6. Turn the phone on again and go to Settings | Mail, Contacts, Calendars
7. Click on the University Exchange option
8. Turn Calendar syncing On and allow the phone time to do a full sync - this can take a while, depending on the number of calendar entries you have

 If your iPhone is still not syncronising all your Calendar entries, you may have one or more corrupted entries. If you do have corrupted Calendar entries this is an Exchange issue which you would need to resolve using Outlook to track down the corrupted entry.

Deleting old Calendar entries may solve the problem, you should also check for long meeting titles and any meetings that have a lot of text in the notes section, either of these may need amending or removing.

1. Turn the phone off
2. Remove the battery
3. Remove the SIM
4. Replace the SIM and battery after a couple of minutes Turn on the phone

This should reinitialise and after the reboot your phone should now synchronise.

If a mobile phone battery is not charged on a regular basis, it may get to the stage that it appears not to charge at all, especially if a USB charger is being used.

If a mobile phone is not indicating that the battery is being charged, you should leave it connected to a mains charger until the battery is around 5% charged, this can take anything from 15 minutes to 1 hour and the phone should not be used during this time.

Please visit the URL below, click the Messaging link and follow the prompts.

http://help.vodafone.co.uk/

Tariffs

The monthly voice tariff is £2.81. Vodafone to Vodafone calls are free of charge and there are 100 Vodafone to Vodafone text messages included.

Data can be added to a voice SIM for £5 per month, making the cost £7.81. For this each connection receives 500MB of inclusive data, after the inclusive data has been used, each additional MB is charged at 60p.

The iPhone tariff is £10.04 per month, Vodafone to Vodafone calls are free of charge and there are 100 Vodafone to Vodafone text messages included, additionally this tariff includes 1GB of data and a Vodafone Wireless connection where available. Tethering (using the iPhone as a modem) carries an extra charge of £4.25 for 500MB of data or £12.77 for 3GB of data.

Data only SIMs (for USB modems or table devices) have a monthly tariff charge of £12.77 which includes a 3GB allowance.

Please be aware that roaming charges for data are per megabyte and vary depending on the region visited. The data used whilst roaming is not included in any tariff.

Call charges

Calls to UK Local and National numbers - 2.0p per minute
Calls to 0800 & 0845 numbers - 2.0p per minute
Calls to 0870 numbers - 6p per minute
Calls to 0871 numbers - 10p per minute
Calls to other UK networks - 7.1p per minute
Text messages 2.6p

Roaming Charges

All prices quoted are exclusive of VAT.

Roaming data charges

Data sessions are calculated per day. The session starts when you first access data and will continue until the end of the session or the end of the day.

All prices quoted are exclusive of VAT.

Please visit the URL below, click the Getting on the internet
link and follow the prompts.

http://help.vodafone.co.uk/

The roaming data cap is a European Union regulatory requirement and is applied to all University SIMs to reduce the roaming data costs when a user is unaware that they are subject to additional charges for data whilst roaming i.e. travelling away from the UK.

The European data roaming cap is set at £43 ex VAT per month. The rest of the world data roaming cap is set at £100 ex VAT per month.

You can opt out of data capping by sending a text message to 40209 containing the word STOP. 

USB modem users can opt out of data roaming by send a text message to 40506 containing the word  STOP - you need to send the message using the USB modem Dashboard software.

Data capping is not lifted immediately and users are advised to request an amendment to their data roaming profile before any restrictions are applied.

If capping is applied to a SIM, the user must force the mobile device they are using to switch networks. You can do this by removing then re-inserting the SIM or temporarily placing the SIM in another mobile device.

In order to use ActiveSync to synchronise your Exchange 2010 mailbox, you are required to enter a personal identification number (PIN). This ensures that the data held on your mobile device is not accessible unless the PIN has been successfully entered.

Whilst a personal mobile phone is the responsibility of the owner, it is highly recommended that you set a PIN on the device - this protects your personal data (such as photographs, email, banks account details etc.). For any mobile devices connecting to your University email account (Exchange 2010), a PIN is mandatory.

All users of University IT are obliged to ensure the security of any corporate data we access, in line with the Data Protection Act (1998). The information contained in our work emails should be considered as ‘corporate data’ and appropriate measures taken to ensure their security.

This becomes especially relevant when accessing work data via a personal device and security measures such as these protect both the University and you from the negative consequences of a loss of data.

If you do not wish to apply a PIN to a personal device and accessing your work email remotely is a requirement of your job, it may be suitable to request a work mobile phone, please see - https://www.dur.ac.uk/cis/local/telecom/mobiles/ for details.  It is also possible to use the Outlook Web App (OWA) to access your Exchange account with your phone/mobile device's internet browser. The web address for OWA is https://owa.dur.ac.uk

All University mobile numbers are set up for international roaming for voice and data.

Prior to travelling you must create a voicemail PIN. Using your mobile handset, dial 121 then select 4, followed by 2. Accessing your email while abroad is charged at the standard rate for the calling the UK.

Having set a PIN for voicemail, you can access your messages by dialling 121 or 00447836121121. Please note - if you do not setup a PIN prior to leaving the UK, you will not be able to access your voicemail.

You are also advised to ensure that your mobile phone is running the latest version of the operating system.

In most countries you will receive a text message welcoming you to the network you have roamed onto, it should contain cost details and other useful information.

If you experience problems making or receiving calls whilst abroad, you may need to switch your phone to a 2G network, search for "disabling 3G your phone type" for instructions on how to do this.

When possible, you should use wireless services as these will reduce the amount of network data used by your phone whilst abroad. 

To call and text UK numbers, replace the 0 with 0044. For example 01913341515 would become 00441913341515.

The Vodafone Customer Services number is 191 or 00447836191919.

Cost for international voice and data roaming can be found via the FAQ below.
http://www.dur.ac.uk/cis/faqs/?faqcategory=169#faq935