Belong Mobile Questions & Answers

Hi Jim. I'm sad to hear you're having trouble getting in contact with us. If you flick us a message here: we can sort out what's going on with your service. We're working really hard & we'll respond as soon as we can. Take care. -Shaun

If you've sent us a message, you should have received a reference number and an estimated reply time. Due to COVID-19 our call centres aren't open at the moment but we're online, working really hard to respond to all our customers inquiries. Thanks for flagging this issue with us, I've raised this with our tech team. If you're unable to upload the documents using the app, can you try doing it via web browser? -Shaun

Slow speeds are the worst but we can definitely get them fixed up for you :)
Follow the steps below to get in touch with our technical support team who will give you a hand;
1. Head to this link here --> and click the 'help' button on the bottom right of the screen.
2. That will open up a search bar, from there search the words 'Contact Belong'.
3. Click the blue 'Contact us' button and the chat will guide you through the rest :)

It's taking us longer than usual to get back to our customers as we're running low on manpower (due to COVID-19 isolation restrictions) but we're working hard to get back to everyone ASAP. Please hang in there. -Lexi

Hi Ricko. If you raise a support request from the app, our mobile team will help you out. We’re working really hard & we’ll reply as soon as we can. Take care. -Shaun

You can raise a support request here: https://www.belong.com.au/support/raise-support-request -Shaun

Hi Kate. Welcome to the Belong family! Yes you can activate a mobile account to use the $80 credit, and then disconnect the service once it's all used up. You'll need to raise a support request via the app to cancel the account.

P.S. If you have any questions about your broadband service, flick us a message here: We're always happy to help. -Shaun

Not quite sure what you're asking Glenna, what's this in regards to?
Were you asking if we offer international calls?

With the context you've given us so far I'd say US stands for the United States of America, EU stands for the European Union and AU stands for Australia.

Can't say for certain that's correct until we get more context :( -Lexi

Hi Krin, our SIM cards purchased from a store come with $10, $25 and $40 credit on them. Just a heads up, you're not paying for the SIM but the credit. Sadly, we don't offer any deals - but we do have an introduce a friend promo.

P.S. When you sign up, you're creating an account that acts like a subscription. You'll be charged automatically each billing cycle until you decide to cancel the service. -Shaun

Hi Jason. If you raise a support request via the app, we'll be able to extend your call time. We're working really hard & we'll respond as soon as we can. Take care. -Shaun

Hi Atif. Sadly, we don't offer voice mail, but never say never - maybe one day soon. However, we do have message to text. If you have any other questions, you can always raise a support request via the app. Take care. -Shaun

Changing the included countries was painful for us too, sorry Gila :(

With your banked up data you could use it to make calls to your family and friends overseas, check out the link below for more information on how to make calls through data/ an internet connection.
http://bit.ly/DataForCalls :) -Lexi

With your banked up data you could use it to make calls to your family and friends overseas, check out the link below for more information on how to make calls through data/ an internet connection.
http://bit.ly/DataForCalls :)

We also haven't cancelled the unlimited international call option we've just had to remove some of the eligible countries from the list. Hope that helps! -Lexi

It sounds like you might have your message to text feature disabled on your phone. When the feature is disabled it does extend your ring time but it will play a similar message to what you've described when you don't answer the phone.

We can re-activate the message to text feature for you so the message won't play, just create a support request through this link here so our mobile support team can give you a hand--> https://bit.ly/2S1aNvD. -Lexi

Not 100% certain I know what you're referring to there Brian, were your friends getting hearing that message when they try to ring you?

If they are it sounds like you might have your message to text feature disabled on your phone. When that feature is disabled it does extend your ring time but it will play a similar message to what you described when you don't answer the phone.

We can re-activate the message to text feature for you, just create a support request through this link here so our mobile support team can give you a hand--> https://bit.ly/2S1aNvD. -Lexi

Sure thing, Dan :) If you head here --> https://support.belong.com.au/ and click on the Help icon, you'll be able to submit a request to get the Message2Text service switched off. -Dave

There could be a couple of reasons behind that so we'd have to run through some troubleshooting to get to the bottom of what's going on.

Please run through the troubleshooting steps listed in this article here --> https://bit.ly/2XTfTOy, hopefully, that gets your data working again :)

If it doesn't do the trick click the green 'create support request' button to get in touch with our mobile technical support team. Hope that helps! -Lexi

Hi Spurt, there's been some changes to which homes we can and can't connect to recently so your new home might be affected by that :(

If your home is affected by that change, when you enter your new address it will show you the message 'Sorry, we’re temporarily unable to provide a Belong nbn service at your address'.

If that's not the message you received, reach out to us through our support page here -->https://www.belong.com.au/support to get in contact with our support teams.

Once you're there scroll down to the bottom of the page, after a minute or so a 'help' button will pop up on the bottom right of the screen. Select that button and then click the words 'get in touch' it'll guide you through the rest from there :) -Lexi

To activate a mobile service, we require our customers to create an account with us. To do that we need them to have an email address, there isn't currently a way to create an account with us without one. -Lexi

You can always set one up Dave and a lot of things these days do need an email. It's a great way we can keep you updated along the way. -Viktor

Hi David. We just have to quote the worst case scenario here, usually it's a bit quicker. If your service isn't up and running after 24hr you can raise a support request via the app and we'll sort out what's going on. -Shaun

Hey RBD, any leftover data from one month rolls into the next. So if you find yourself not using much some months, but need a bit more later, you can use the spare. It's automatic on all our mobile plans too! -Taylor

Hi Elisabeth. We know that a solid home internet & mobile phone connection is more important now than ever.
Due to COVID-19, some of our teams are unable to work so support is taking longer than usual. If your issue hasn't been resolved, please reply to the last email we sent you and we'll investigate what's going on. We’re working really hard & we’ll reply as soon as we can. Take care. -Shaun

Hey, Balvinder :) If you're having trouble activating a mobile service, you can find further information here --> https://www.belong.com.au/support/mobile. If you still need a hand, click the 'Help' icon and you'll be able to send us an email. -Dave

Hi Foxie. We know that a solid home internet & mobile phone connection is more important now than ever.

Due to COVID-19, some of our customer support teams are unable to work. If you need urgent help you can contact us here: https://www.belong.com.au/support. If you're a mobile customer, you can raise a support request from the app.

We’re working really hard & we’ll reply as soon as we can. Take care. -Shaun

You can raise a support request via our website without having to log into your account, otherwise you can contact us here: https://www.belong.com.au/support. -Shaun