Moose Mobile Questions & Answers

Hi Whitelegs,

We certainly do have real people you can speak to by ringing our customer service number. We pride ourselves on our short hold times and efficient customer service over the phone. Our call centre is open from 9AM-8PM Mon-Fri, 10AM-6PM Saturdays, and closed on Sundays.

If you ever have any questions or concerns about our service you can contact us on 1300 566 673 or by submitting a support ticket online at We're always happy to help!

Kind regards,

Moose Mobile Support

Hi Olivera,

There's a few questions in there, so I'll break down the answers as best as I can to help you out.

The Optus coverage in 3174 Victoria is considered excellent, so you'll have no issues with reception in your area. If you decide on a month-to-month plan you won't be in a contract, so you're free to change to another plan if you'd like. However, this excludes our currently running promotional plans of $14.80 6GB and $19.80 15GB, which are only available for new service connections. Those promotions are also month-to-month, so you're free to change off of them, but you'll receive some bonus data for the first 12 months of your connection. Afterwards the data inclusions for these promotions revert to 2.5GB and 5GB respectively.

Regarding payments, you'll need to make your first month's payment online using a credit or debit card, but once you've connected your service you are free to turn off the direct debit with us and opt to use Bpay or Auspost BillPay instead. Please keep in mind that there is a $1 handling fee for any Bpay payments.

If you're looking to contact Croatia using SMS and calls, it will cost 35c per SMS (75c per MMS) and $2.25 per minute to call. There isn't a flagfall for international calls. If you plan on making regular international calls we highly recommend purchasing a plan that has international call credit included. This way you can avoid any excess charges from calling internationally.

We don't have any hidden charges, and everything you need to know about your plan can be read in the short two-page critical information summary for each plan, which includes any potential charges you can receive (excess data, international calls, roaming, etc.).

We do have a phone app that you can use to check your usage so you can track your data more granularly. Additionally, you can also login via the website to use the exact same data tracking tools made available on the Moose Mobile app.

In the event that you don't receive adequate coverage (coverage in your area is excellent), then we'll be more than happy to organise a refund for the service under certain circumstances. We generally recommend customers start with a month-to-month service to try out our service, and then switch to a 12-month contract once they're comfortable using our service.

Please let us know if you needed further clarification on any of the points above or if you had any other questions or concerns. We're always happy to help.

Kind regards,

Moose Mobile Support

Hi Olivera,

It can be a bit confusing, but those promotional plans are indeed month-to-month and aren't in a lock-in contract, so you can leave at any time. They simply come with bonus data for the first 12 months of your connections should you choose to stay for that long.

We generally recommend trying a month-to-month plan to see what our service is like before plan changing to a 12-month contract, but if you did want to get a 12-month contract then the best plan will depend on your needs. If you are looking to call internationally, then the $29 30GB, $36 50GB, or $46 80GB 12-month plans are your best bet since they come with $200, $400, and $400 worth of international calls respectively.

If you're just after data then that's what our data-only plans are for, and they'll function very similarly to a mobile plan, but without the capability to make calls. The data speeds are identical to a mobile service, but you'll get a lot more data for your dollar with our data-only (mobile broadband plans).

Kind regards,

Moose Mobile Support

Hi Yakub,

After purchasing your SIM online you'll need to wait for us to send the SIM card to you in the mail, which can take 1-5 business days depending on whether you opt to use express post or not.

Once you've received your SIM you simply go to our website or give us a ring to request your activation process to start. If you're getting a new number, this activation process is very quick, but if you're transferring a number from an existing provider then it can take 1-4 hours for Telstra & Vodafone based services or 4-12 hours for an Optus based service. Importantly though, your old service will continue to work as normal while the transfer is taking place from your old provider, and you only need to swap to your new Moose SIM when your old service stops working.

Regarding billing, you're correct. We'll only start billing you once your service is active with us. You can wait as long as you want before activating your service with us without getting billed (excluding promotional plans which need to be activated within a month of purchase.

Please let us know if you had any other questions or queries about our service. We'll be happy to assist.

Kind regards,

Moose Mobile Support

Hi An J,

You can certainly tether the mobile connection from your phone to your laptop, and there aren't any extra fees or charges associated with doing this.

However, you'll find that your laptop and its programs/applications will use quite a bit more data than your standard phone applications, so you might run out of included data quicker than if you were to use the data just on your phone.

The only charge you might incur as a result of going over your monthly inclusion would be excess data, which is charged at 1.5 cents per MB. Importantly though, we'll send you usage notifications at 50%, 85%, and 100% of your usage, and you can keep an eye on your data usage using our Moose Mobile app or by logging in to the website. Data reports can be delayed by up to 30 minutes, so keep this in mind when you're nearing the end your monthly data allowance.

If you had any more questions or concerns about your data, please don't hesitate to ask.

Kind regards,

Moose Mobile Support

No worries, An. Thanks for the kind words on our service!

If you'd like, you can leave a review on our Product Review page if you haven't done so already. Every happy customer's testimony really helps us out!

Hi Edison A.,

You can definitely keep your number if you want to join Moose. When you sign up online you simply let us know which provider you'll be coming from and which number you would like to bring across. Then, once you've received your SIM in the mail you simply go on our website or call us on 1300 566 673 to start the activation process. Since you're coming from Optus it will take 4-12 business hours to transfer the number. Importantly though, your old service will continue to work during the transfer process, and you'll only need to swap the SIMs over once your Optus service no longer works. That's when you'll know the transfer is complete.

If you had any other questions or queries about the transfer process please don't hesitate to let us know. We'll be happy to assist.

Kind regards,

Moose Mobile Support

Hi fryer,

Sometimes it can take a few hours for each service to be provisioned once a service becomes active with us. The best thing you can do to make sure your services become active is to switch your phone completely off and then on again after confirming your service is active. This will rejig the SIM card's connection to the network and double check that all the network features are provisioned correctly on your service.

Regarding Wi-Fi calling, you're still able to use any app that uses the internet to send or receive message or calls by using the 3G/4G data that comes with your service. What you won't be able to do is directly call a person's number while connected to Wi-Fi while having no reception. Wi-Fi calling uses a local internet connection to contact someone over the standard network, whereas apps such as Facetime or Skype use local internet connection (or mobile data) to contact someone via the internet instead (without the use of a mobile number).

Please let us know if you had any further trouble or any questions, fryer. We'll be happy to assist.

Kind regards,

Moose Mobile Support

Hi Gary,

Thanks for your question. If you'd like to disable the voicemail service on your mobile phone service you'll have to give us a ring or request to do so via the contact page on our website, which I'll link for you below.

Please let us know if you have any other questions or queries on your service. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Michal,

Unfortunately we don't have access to VOLTE or WiFi calling as of yet, as Optus does not provide these features to their wholesalers at the moment. Should we receive the features from Optus in the future, we'll be sure to let you know ahead of time.

Kind regards,

Moose Mobile Support

Hi Michal,

I believe Virgin Mobile has a special wholesaler status within Optus' framework since they are directly managed by and will soon be entirely incorporated into the Optus business.

You can read more about the merger here: https://www.virginmobile.com.au/support/virgin-mobile-brand-phase-out-faqs/?i_cid=HS_TA_1

Nevertheless, it's an unfortunate circumstance that we're unable to provide a WiFi calling service to you. If you would like to keep this service and still be using the Optus network, you will have to stick with Virgin or move to Optus themselves preemptively before they transfer Virgin services to themselves.

If you had any other questions about our service please don't hesitate to ask. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Trevor,

Would you kindly be able to rephrase the question for me? I'm not quite sure what you're asking.

If you're asking if there would be any usage changes between us and another provider, then no, your mobile data usage shouldn't change depending on what provider you're with. You'll simply get access to another network (if you're not on the Optus network) and get different monthly inclusions compared to your old provider.

Please let me know if you had any other questions on our service. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Jasmine,

Just like you might have internet, power, or water outages, things can also go wrong on a mobile network. We'll always try our best to help our customers with any issues they might have as a result, and this is how we've managed to receive a lot of reviews online from happy customers. If you do experience any issues we're always happy to investigate and assist whenever we can.

Kind regards,

Moose Mobile Support

Hi Giuly,

Depending on whether or not you're transferring from another provider, the activation process can sometimes take a day to complete, but since it has been more than 24 hours then there might be another underlying issue. Firstly, we recommend switching your phone off and on again to rejig its connection to the network. Sometimes when a new service is activated a power cycle of the phone is required to make the service function correctly.

If the issue persists, we recommend giving us a ring if able or sending us a private message over Product Review, Facebook, or by using our contact page at

We'll be able to troubleshoot your issue for you and make sure your service is up and running ASAP.

We look forward to hearing back from you.

Kind regards,

Max
Moose Mobile Support

Hi Leonie.

We'll start the number transfer for you once you've received your new Moose SIM in the mail and are ready to activate. You can head to https://moosemobile.com.au/secure/activate_sim or give us a ring on 1300 566 673 to request the transfer to get started.

Since your Vodafone service is prepaid we'll only need your mobile number and date of birth to transfer you existing number over to us. If you had a post-paid service with Vodafone then we would need an account number, but since this isn't the case we have all the information we need already.

If you had any more questions or queries about our transfer process, please ask away. We're always happy to help.

Kind regards,

Max
Moose Mobile Support

Hi Tom,

You can certainly pay your bill over the phone if you'd like. You can do so with our automated phone system or by asking to speak to our customer service team.

Additionally, you can pay online using the website or app. Just log in with your username and password to organise a payment.

Kind regards,

Moose Mobile Support

Hi Tom,

You can certainly pay your bill over the phone if you'd like. You can do so with our automated phone system or by asking to speak to our customer service team.

Additionally, you can pay online using the website or app. Just log in with your username and password to organise a payment.

Kind regards,

Moose Mobile Support

Hi Sando,

Since we use the identical network to Optus, our SIMs will definitely work in an Optus locked phone. Please let us know if you had any other questions or queries.

Kind regards,

Max
Moose Mobile Support

Hi Sando,

Since we use the identical network to Optus, our SIMs will definitely work in an Optus locked phone. Please let us know if you had any other questions or queries.

Kind regards,

Max
Moose Mobile Support

Hi Morrie,

We don't have data rollover options at the moment, but you are able to use more than your monthly inclusion should you need to.

Please let us know if you had any other questions about how our data works. We'll be happy to help.

Kind regards,

Max
Moose Mobile Support

Hi Hugh,

You can definitely keep your number if you want to join Moose. 90% of our customers transfer their old number, and it's a seamless process with no downtime. Once you receive your SIM you put in an activation request with us and we transfer your number from Telstra. Once the transfer is complete your old Telstra SIM will stop working and your new Moose SIM will start working. It's really easy!

Please let us know if you had any other questions about our service. We'll be happy to help!

Kind regards,

Moose Mobile Support

Hi Jo-Anne,

The only modem that will work with our Home Broadband Product is the Huawei B525 modem. However your modem will work with any of our Mobile Broadband SIM cards, which you can browse using the link below.
https://moosemobile.com.au/broadbands.

If you need any further information about our broadband services please let us know. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Ian,

Our systems will always restrict a service at around 3GB of excess usage, but if you're looking to stop data usage completely at around 100% then you'll need to do this manually on your phone.

If you're using our Moose App, you can keep track of your usage up until it reaches 100%. At this point, you can switch the 'mobile data' option on your phone off, and this will prevent any further data from being used. Due to the nature of our post-paid plans there will always be a slight delay in usage notifications, so we're not able to cut your data off at the exact 100% mark.

If you do end up going a little over your monthly allowance, you won't be seeing a large bill like with some other providers. While other providers will charge you for a whole GB at once if you do go over, we only charge at the KB increment. What this means is that you'll only get charged for what you use, so if you go over your allowance accidentally by 100MB then you'll only be charged an extra $1.50.

Please let us know if you had any more questions about your data usage and how best to track it. We'll be happy to assist.

Kind regards,

Moose Mobile Support