Frequently Asked Questions

Useful information for using our WelComE services

Q. What services does Astrium Services have in Main and Forward bases?

Astrium Services provides a variety of voice, Internet and messaging, and email facilities that are deployed by the MoD, depending on the type of base via its WelComE service. Main bases: Telephone cabins (booths) and internet cabins are available on Main Bases. Wi-Fi service is provided to accommodation areas and some communal areas. Main bases have engineers providing direct technical support 24/7. Forward bases: Iridium satellite phones are available allowing troops to make voice calls and either (or a combination of) the BGAN internet service or TextLink services, which provides email, SMS text messaging or postal letters.

Q. What is OP MINIMISE?

OP MINIMISE is an operational procedure, which suspends WelComE telephone and Internet facilities at the discretion of the MOD, usually in the event of an incident in-theatre. The aim of OP MINIMISE is to ensure that sensitive information does not reach the general public prior to official notification by the MOD. OP MINIMISE may be called at any time of day or night. If you are disconnected during a call or messaging session, this may be due to an OP MINIMISE being in place; please check with your local administrator in theatre.

Q. How do I report a fault?

If there is a fault with any of the WelComE services, please report it to us via the WCCC as soon as possible by: • Dial *0 from any Astrium Services provided phone in theatre or 0800 4334 993* to speak to the WelComE Customer Contact Centre – open Monday to Friday, 0600hrs to 2200 hrs (UK Time)‏. If you are calling out of hours, please leave an UNCLASSIFIED voicemail message with an email address that we can contact you on, and we will be in touch with you the next business working day • Email:

Q. How do I top-up someone else's WelComE card?

Family and Friends should click here to find out how to Top up loved ones account.

Q. How can I leave a FREE** voicemail message?

Family and Friends should click here to find out how to leave a FREE** voicemail message

If you receive an SMS on your mobile and it starts with , it means you have received a message from someone you know in theatre using WelComE TextLink service. If you want to reply to the message, all you need to do is select reply from the mobile phone you received the message on. You cannot send a text message from a phone that has not received a message from the TextLink service. You can send as many replies as you wish from a phone that has received an SMS via the TextLink service. Cost of a message is the same as the price of a UK standard SMS message at whichever rate you have with your provider.

Q. Compatibility of WelComE Wi-Fi service

Q1. What do I need to be able to use the WelComE Wi-Fi service? All you need is a laptop computer with Wi-Fi capabilities; these can be built in or as an add-on card / adapter. Q2. What Wi-Fi adapters are compatible with the WelComE Wi-Fi service? Connection is possible with any 802.11b, 802.11g or 802.11n compliant Wi-Fi adapter. Q3. My operating system is Linux / Windows 2000 / XP / Vista, Apple MAC OS X will I be able to use the service? Our service is compatible with any operating system as long as a Wi-Fi adapter is available on the computer and the correct settings are used.

Q. Useful tips for Wi-Fi users

  1. Use only as a messaging service and not to browse the web or download information
  2. Use the mobile version of websites e.g. instead of http://www.facebook.com, go to http://m.facebook.com
  3. If you experience trouble logging on to the Wi-Fi network, this may be because an Op Minimise has been enforced; check for details in theatre
  4. If you have any auto updates active other than your antivirus software, ensure that they are turned off
  5. Follow the steps in your user guide which is available from the Paradigm engineers on site or via the Bastion or Kandahar WelComE centres 

Q. What are the WCCC Opening Hours again please?

Monday- Friday 06:00 to 22:00 (UK)

Q. Is there a WelComE user guide?

User guides for troops are also available from the Astrium Services engineers on site or via the Bastion or Kandahar WelComE centres. Short user guides can be found on the Family and Friends page.

Q. Do you provide WelComE phone cards for army?

WelComE services provides phone cards for deployed armed forces personnel including the army.

Q. Is there a list of WelComE phone numbers?

WCCC from a Astrium Services provided phone: *0 WCCC UK Freephone : 0800 4334 993 WCCC (calling from overseas): +44 (0) 1438 282 121 WelComE Voicemail (UK Freephone**): 0800 051 0737 WelComE Voicemail (German Freephone**): 0800 180 8977 WelComE Voicemail (Cypriot Freephone**): Dial 8009 6337 ** Free when calling from calling from the UK, German or Cypriot landlines.

Q. What is the WelComE military top up number?

WCCC UK Freephone : 0800 4334 993 WCCC (calling from overseas): +44 (0) 1438 282 121

Q. Is there a WelComE number for Afghanistan?

Dial *0 from any Astrium Services provided phone in theatre to speak to the WelComE Customer Contact Centre – open Monday to Friday, 0600hrs to 2200 hrs (UK Time)‏.

Q. How do I contact WelComE customer services?

• By Astrium Services provided  Phone: Dial *0 from any WelComE provided phone in theatre • By UK Landline Phone: Dial 0800 4334 993* to speak to the WelComE Customer Contact Centre – open Monday to Friday, 0600hrs to 2200 hrs (UK Time)‏. • By Email: * Free when calling from calling from the UK, German or Cypriot landlines

Q. If I am in a welfare supporting role how do I receive information and material on the WelComE service?

Please email , stating your request.

 

Q. Check with your mobile service provider for call charges.

When using any WelComE phone card please use a WelComE provided phone. Mobiles will be charged at a higher rate, please check with your service provider for call charges.