Moose Mobile Questions & Answers (page 3 of 7)

Hi Vanessa,

When you first sign up you pay for the first month in advance and any hardware costs involved. After that, you'll only need to pay again two months later, at the end of your second month with us (because your first month is paid already). From then on you pay after each month passes.

Delivery of a SIM can take 3-5 business days with regular post, and 1-2 days with express post at an additional cost.

Regarding your existing dongle, it should work with our Mobile Broadband plans, but not with our Home Broadband plans. Our Home Broadband product is designed for use in a Huawei B525 router, and won't work in any other dongles (even if they are Optus branded).

Please let us know if you had any other questions or needed further clarification. We're always happy to help.

Kind regards,

Moose Mobile Support

Hi Sandipkumar,

Laura's correct, we do provide the full extent of the Optus 4G Plus network. This means you'll get identical coverage to an Optus service with any Moose Mobile plan.

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

Kind regards,

Moose Mobile Support

Hi Richard,

Yes, definitely. Any Optus branded phone will work with our SIM cards since we ourselves make use of the Optus network. So you won't have any issues in using our SIM card with your phone.

Kind regards,

Moose Mobile Support

Hi Wendy,

It does also include internet. Any service, whether it be internet, texting, or phone calls, on an Optus phone will work with any of our SIM cards.

Hi Ken,

To purchase a SIM card from Moose, just visit our website at:

moosemobile.com.au

From there you can browse our plans and go through the online checkout process. We then send you your new SIM card in the mail. Once you've received your SIM card you simply go online or give us a ring to activate it. 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 DuckOnTheDam,

Moose Mobile only uses the Optus network, and we have no business relation to Telstra at all. It is half correct, but I'll see if I can follow this up with Product Review to clarify what they mean by that selection.

In the meantime, you can still select that option if it's the only available selection as it doesn't affect your review in any way.

Kind regards,

Moose Mobile Support

Hi Maddie,

100% you can keep your number when transferring to Moose. In fact, 90% of our new customer bring their old number from a previous provider. When you purchase your plan you just let us know that you'll be bringing a number from Optus while going through the checkout steps.

Then, once you've received your new SIM in the mail, you give us a ring or activate online to start the transfer process. It's really easy!

Please let us know if there were any other questions or queries you had regarding our service. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Judy,

Thanks for the question, and thanks to Ross for answering as well.

Ross is correct. Once you've requested a number transfer from us we do all the work for you. We contact Telstra and organise the transfer of your number to us. Once they've given us your number they will close down your account with them and send you any final bills they might have.

If you're ever after more detailed information on how the transfer takes place, just give us a ring on 1300 566 673. Our customer support team will be happy to assist!

Kind regards,

Moose Mobile Support

Hi Roni,

There's a small chance your international calls might not have been turned on correctly when you activated your SIM. The remedy is simple, and we'll just need you to give us a ring or send us a message on the contact page on our website, which I'll link below.

Once we've confirmed your information we can get those calls turned on right away for you.

Alternatively, you can private message us over Product Review with your phone number and we can go from there.

Kind regards,

Moose Mobile Support

Hi David,

We can't speak for Pennytel's service, but from our experience there's not much we can do to block spam callers beyond suggesting using the block feature on your phone. The silver lining in these situations is that the spammers do give up after a couple of weeks on most occasions.

It is annoying, especially if they keep calling back on different numbers to get around your block list. Unfortunately there's not much we can do to help in this situation. I recommend calling Pennytel customer service if you're a customer with them, as they'll be able to give you more advice on the matter.

Kind regards,

Moose Mobile Support

Hi Tallguy42,

Optus currently doesn't provide a voicemail to text service to any of their wholesalers, so we're unable to provide this feature on our service at the current time.

Please let us know if you had any other questions regarding our voicemail system or our service in general. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Rob,

We only provide mobile plans at Moose Mobile, so there's no option to purchase a fixed-line plan to your home phone. If you're after every and any cost you might run into with our plans you can take a look at our 'Critical Information Summaries' using the link below. These documents show any relevant information regarding each of our currently available plans.

https://moosemobile.com.au/criticalinformationsummaries

Please let us know if you had any other questions regarding what kinds of services we offer here at Moose. We'll be happy to answer!

Kind regards,

Moose Mobile Support

Hi INQ001,

Thanks for your questions. While we currently have no plans to implement data rollover, it's always a possibility going into the future. However, at the moment the reason why we can keep our pricing so competitive is due to the simplicity of our plans, and implementing data rollover would affect this.

Regarding your second question, international call inclusions depend on what kind of wholesale deal we can make with Optus. Currently they are providing international calls on our higher plans, but we're unable to add these inclusions onto our lower plans without changing the pricing due to the lack of wholesale inclusions.

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

Kind regards,

Moose Mobile Support

Hi Danielle,

I can't speak as to how Boost or Yomojo's roaming policy works, but ours is relatively straightforward. You can learn more about our roaming policy and roaming rates by visiting the following link:

https://moosemobile.com.au/roaming-rates

If you're after some more specific information or clarification regarding our policy, please feel free to give us a ring on 1300 566 673. We'll be happy to help!

Kind regards,

Moose Mobile Support

Hi Teo,

Thanks for your question. Unfortunately we're not able to suspend an account (contract or no contract) due to the nature of how we wholesale our service from Optus. Even if we were to stop billing you every month for your account, we would still need to pay Optus for the service we're providing to you, regardless of whether or not it's used.

If you'd like to learn more about how this works we'd be happy to answer any further questions or queries you might have.

Kind regards,

Moose Mobile Support

Hi Bram,

Once you've used your entire month's data inclusion you'll start using excess data. If you do plan to use more data than is included in your allowance then we highly recommend you keep track of your usage using our Moose Mobile App, which is available from the Google Play Store or Apple App Store.

Excess data is charged at 1.5 cents per megabyte, which comes out to roughly $15 per GB. Importantly though, we'll only bill you in KB increments, so if you go over by 100MB then you'll only be charged for what you've used. This is unlike some other providers, who will charge you for a full 1GB even if you used less than this.

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

Kind regards,

Moose Mobile Support

Hi Stav70,

Since we only provide a service to a phone and don't have the ability to make changes on them, we can't prevent certain apps from being downloaded using a service we provide. Depending on your phone there might be certain features that allow specific apps from being downloaded.

For example, iPhone has a similar feature that you can read about here:

https://discussions.apple.com/thread/4175759

In regards to your second question, we're not able to stop your data at exactly 100% since we're a post-paid service. We do stop data usage at a certain point of excess usage, but this is in order to prevent customers from getting large bills from all of their excess usage spend.

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

Kind regards,

Moose Mobile Support

Hi Chicky Babe,

You can check if there is decent Optus reception in your area by using the interactive coverage map on our website here: https://moosemobile.com.au/coverage

This is a just a generic Optus coverage map, so you can use a similar map from Optus' website to gauge your potential coverage as well.

Simply input your current address and take a look at the coverage rating for your area. If you need any further assistance please don't hesitate to let us know. We'll be happy to help!

Kind regards,

Moose Mobile Support

Hi Chris,

Thanks for your question. If you're looking to sign your daughter up as well as yourself, you can choose to put both services on the same account, or create a new account for each of you. An Account can have any number of services on it, so if you'd like to keep things simple you can put both services on an account under your name where you can manage everything in one place.

Please let us know if you had any further questions regarding the service. We're always happy to help!

Kind regards,

Moose Mobile Support

Hi William,

Your billing cycle will only start once you decide to activate your SIM, so you can wait as long as you like before doing so. The only exception is if you ordered one of our 1c promo plans, which ended last Friday. In this case you will have up until 30 days after purchase to activate. If it's just a regular plan you can take as much time as you need.

Please let us know if you had any other questions regarding your service. We'll be happy to help.

Kind regards,

Moose Mobile Support