Moose Mobile Questions & Answers (page 4 of 7)

Hi Daniel,

It should say "Optus" in the upper left corner of the screen. This is because we carry our service using the Optus network. Please let us know if you had any other questions.

Kind regards,

Moose Mobile Support

Hi NoIsNZ,

Unfortunately we can't provide international call credit with a plan that doesn't have it advertised. However, this won't stop you from making international calls completely. You can still activate international calls on a plan that doesn't include them, but you'll be charged depending on the cost of these calls on top of your monthly access fee.

You can find out more about various call charges to different countries by checking out the page below on our website.

https://moosemobile.com.au/international-call-rates

Please let us know if you did want to activate international calls on your current plan or if you had any further questions on the service. We'll be happy to help!

Kind regards,

Moose Mobile Support

Hi Amber,

This can sometimes occur if your activation is still pending or if you've activated very recently. Sometimes it can take half an hour for your plan to correctly place itself on the network and receive all the necessary information that is displayed when you log in. We recommend logging in once again and checking if this issue persists. If it does, please get in contact with us and we can investigate this for you further.

Kind regards,

Moose Mobile Support

Hi Wally,

We currently have a few promotions for new connections on some of our plans. One of these plans was reduced in price from $34 per month with 10GB to $25 per month with 10GB.

So yes, it's much better value than the plan below ($29 with 5GB per month), but it is the result of a promotion that is affecting pricing. Please let us know if you had any questions regarding these promotions.

Kind regards,

Moose Mobile Support

Hi Dom,

You can 100% swap to a higher plan if you find you need more data or inclusions for your service. If you're after a plan change all you have to do is give us a ring on 1300 566 673 or submit an online ticket via our website's 'Contact Us' page which I will link below.

Once you request your plan change it will take place at the start of your next billing cycle.

Please let us know if you have any further questions, Dom. We'll be happy to help!

Kind regards,

Moose Mobile Support

Hi Oliver,

We don't do any data top-ups, but we do allow customers to use extra data at a rate of 1.5 cents per MB. We're not able to stop your usage at exactly 100%, but we do have a safety net of $50 of excess usage where your data will stop to prevent you from getting a big bill.

To help customers manage their data we recommend downloading the Moose Mobile app, which allows you to accurately track your usage using your phone. We also send SMS and email usage notifications at 50%, 85%, and 100% of your usage to help you keep track of how much you're using.

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

Kind regards,

Moose Mobile Support

Hi Anil,

Since we bill monthly you'll have a whole month to use your service if you do decide to go with us. If you're looking to get 2GB or more then you'll want to start with our $19 plan (2.5GB). However, if you're looking to call overseas you'll incur additional charges depending on where you call. Our $39 plan includes $300 of international call credit as well as 18GB of data, so you might also be interested in this plan if you intend to call overseas quite a bit.

If you're after more information you can take a look at our plans on our website at moosemobile.com.au or by giving us a ring on 1300 566 673. We'll he happy to assist!

Kind regards,

Moose Mobile Support

Hi Julie,

You can use a Moose Mobile SIM card with any Optus handset even if it is Locked to the Optus Network so you won’t have to pay any unlocking fees at all.

Hi Faridah,

We'll only be able to transfer your number from Virgin if they still have it active in their system. A quick way to check if it is active is to give the number a call and see if it rings. If your number does ring without telling you that it's disconnected, then Virgin will still have your number and we'll be able to transfer it to us once you begin the activation process for your new SIM.

Please let us know if you need any assistance once you've made sure your number is still transferable.

Kind regards,

Moose Mobile Support

Hi Bob,

Thanks for the question.

We do have some administrative tasks done offshore, but 99% of the time you will be speaking to an Australian when making any enquiry with Moose Mobile. This is our commitment and our policy. Only if there is a massive influx of calls at once might any overflow be routed offshore. In this case we feel it's better to answer the call than leave a customer on hold for an extended period of time.

Importantly, we have Australians working in our offshore offices and our policy is to immediately redirect a customer to an Australian manager should they wish to speak to them.

We're currently in the process of training new customer service agents in our Brisbane office to keep our average call answering speeds to under a minute. We certainly don't want people staying on hold for too long, which is why your call was not received immediately by a member of our Brisbane team.

Please let us know if you had any further questions or enquiries about our service.

Kind regards,

Moose Mobile Support

Hi jetaboy123,

Good question.

Once your contract is up you stay on the exact same plan, so you get to keep any bonuses you received. There's no need to commit to another 12 months as it will then revert to a month-to-month service, but with the same benefits of the 12-month contract.

Let us know if have any other questions or queries. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Bill,

Your old service with your current provider will automatically be cancelled when you transfer your number to Moose. If you're opting to get a new mobile number then you'll need to cancel your old service on your own.

If you are planning on keeping your number it's actually quite vital that you don't cancel your old service, as it needs to be active in order for us to transfer the number across to us.

Please let us know if you're after further clarification. We'll be happy to assist.

Kind regards,

Moose Mobile Support

Hi jetaboy123,

Thanks for the question. When customers start to use excess data on their service their data speed isn't slowed down, it will remain at the same speed as regular usage. In regards to safely preventing excess usage we have a number of systems in place to help customers manage their data. We send out 50%, 85%, and 100% notifications both via text and email to customers who reach these points in their allowance. Additionally, the Moose Mobile app provides a usage metre tool that allows customers to track their data allowance and how many days they have till their data resets for the month.

We only charge excess usage in KB increments, so if you do happen to accidentally use a little bit of excess data then the additional cost to you will be minimal since we won't charge you for a full 1GB at once like some competitors.

Lastly, our systems will automatically bar a service's data if it exceeds 3GB over its monthly allowance (roughly $45 worth of excess data). This is set in place to stop someone from racking up too much of a bill via excess data use.

Please let us know if you have any more questions or would like further elaboration on excess data usage. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Chich. Since we're an online only business we don't have any brick and mortar stores or re-sellers of our SIMs. We post you a SIM card once you purchase a plan on our website, which I will link below for you. It takes 3-5 business days for the SIM to arrive (1-2 with express post).

www.moosemobile.com.au

Please let us know if you'd like any assistance with placing an order or if you have any other questions regarding our service.

Kind regards,

Moose Mobile Support

Hi William,

As Susan and Rod have correctly said above, when you sign up you'll automatically be set up for direct debits in the following months. We'll direct debit from the card you used to sign up, and you can opt to use other payments as well if you'd like, including Bpay and Auspost Bill Pay.

Please let us know if you'd like further information or have another question. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Dylan,

Like most post-paid services we'll automatically debit the card you used to sign up every month when your bill is due. It's entirely automatic, but you can still opt to use manual payments after you sign up if you'd like. You can find more information in our Critical Information Summaries and Standard Form of Agreement, both available in the footer of our website.

You can also go there directly with the links below:

https://moosemobile.com.au/critical-information-summaries
https://moosemobile.com.au/standard-form-of-agreement

Let us know if you have any other questions regarding the service. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Rodney,

We can definitely issue your brother a new mobile number if he signs up with Moose. Let us know if you had any other questions regarding our service.

Kind regards,

Moose Mobile Support

Hi Suzie,

You absolutely can keep your old number when you join Moose. Once you've received your SIM you simply give us a ring or activate online to get started with the transfer process. At this time, just provide us with the number you want transferred and your date of birth and we handle everything for you. You won't have to cancel your old Telstra service, as this is automatically done after we finish transferring your number to Moose.

Please let us know if you need further clarification or have another question regarding our service. We'll be happy to help.

Kind regards,

Moose Mobile

Hi JApo,

Since we use the Optus network our SIMs will definitely work with an Optus locked phone. Let us know if you have any other concerns or questions, we'll be happy to help.

Kind regards,

Moose Mobile Support

Hi yobrevar,

You'll only need to unlock your device if it was specifically locked by Telstra to only use their network. However, these days that is pretty rare. However, if this was the case then you would be unable to use our service as we carry over the Optus network. You'll need to talk to Telstra about this, as we are unable to unlock your phone for you.

Regarding your second question, your data speed will never be throttled with Moose. If you have 4G available on the 18GB plan you will receive 4G data right up until you reach 100% of your allowance. You will still receive 4G speeds even if you use excess data, but keep in mind that there are additional charges for using data beyond your monthly allowance.

Let us know if you have any further questions and we'll be happy to help.

Kind regards,

Moose Mobile Support