Moose Mobile Questions & Answers (page 5 of 11)

Hi Claudia,

You'll definitely be able to use your iPhone 7 Plus with our service. We'll send you a new SIM which you can insert into your phone. Your phone will have a small SIM tray on the side that you can eject using a pin or something with a small pointed end.

If you have any issues you can always give us a ring and we can provide any technical assistance you might need.

Kind regards,

Moose Mobile Support

Hi Claudia,

That number doesn't appear to be a valid Australian post code from what I can see. We're an Australian provider who operate on the Optus network. Are you located in Australia at all?

Kind regards,

Moose Mobile Support

Hi Jes Jes that was one of our old promotional plans which is not available anymore.

Hi Jes Jes,

Coverage in your area appears to be excellent based off our coverage map. You can take a look yourself by visiting the link below and putting in your address.

https://moosemobile.com.au/network

If you required any further assistance please don't hesitate to ask. We're always happy to help.

Kind regards,

Moose Mobile Support

Hi Neil,

Apologies for the delayed reply. We're definitely still in operation, and it's odd that you haven't received a response back from our online ticketing team regarding your emails. I can definitely look into this for you, so I've just sent you a private message to see if we can track down those emails.

We look forward to hearing back from you.

Kind regards,

Moose Mobile Support

Hi Neil,

Thanks for confirming that you got a response for your recent questions.

Regarding your third question, we're more than happy to take a payment for any amount of months in advance. However, due to the nature of our website, we can't charge you for a custom amount when you first purchase the plan, since it costs exactly $8.80 to purchase initially.

Once you have purchased online we can take further payments on your newly created account with us, and you can pay for as many months as you wish.

Kind regards,

Moose Mobile Support

Hi Gilly,

Good to see your transfer eventually came across to us. Sometimes there can be delays if there are a large number of services being transferred, and the current situation with Covid is slightly affecting these timeframes as well.

Thanks for your patience during this time.

Kind regards,

Moose Mobile Support

Hi Pickleslips,

Once a service is active on your SIM card, you won't be able to change the number affiliated with that exact SIM card. However, what you can do is sign up to a service with a new number which you can use temporarily while you decide what to do with your existing number. Then, when you're ready to transfer your number you'll need to sign up to a new service that will come with a new SIM card with which we can begin the transfer process.

It's a bit of a workaround, but this should allow you to use our service while preparing to move your number across at a later date.

Please let us know if you had any more questions about this process. We'll be happy to assist.

Kind regards,

Moose Mobile Support

Hi vee,

As of yet we haven't been allocated any extra data by Optus to provide to our customers, but we are in the middle of negotiations with them at the moment.

We'll be sure to let our customers know should we get any extra data to distribute from Optus.

Kind regards,

Moose Mobile Support

Hi Catherine,

Our app is completely functional at the moment. The reason why it isn't updated regularly is because it loads data from our website in app form, which means any changes made on our website will also reflect on our app.

As a result, anything you can do on our app can also be done on our website, so it's not strictly necessary to use it if you would prefer to check your data or make changes to your account by logging in to the website normally.

Please let us know if you had any more questions or issues. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Helene,

Denny's correct. Only one of our plans has a limit to the amount of calls you can make to other mobiles in the country, which is our $8.80 month to month plan. The rest of our mobile plans will give you unlimited calls to any landline, mobile, 13, 1300, or 1800 number in Australia.

Kind regards,

Moose Mobile Support

Hi Jamie,

That sounds like an odd issue. Since Facetime uses your data, it should be functioning as long as you have an internet connection with your phone. This can be done either through your home WiFi if you have it, or through the mobile data with your service.

Either way, we can have a look at your service to make sure all the data components are working correctly for your grandmother's service. Simply give us a ring or email us at [email protected] to request technical support for your issue.

We look forward to hearing from you.

Kind regards,

Moose Mobile Support

Hi there,

Once you've used your monthly data allowance, customers are able to keep using data at an excess rate of 1.5 cents per MB (roughly $15 per GB). However, if you want to prevent using excess data on your service you can make use of our app which tracks your data usage. Additionally, we send out automated usage notifications at 50%, 85%, and 100% of your usage to help you keep your data in check and avoid going into excess.

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

Kind regards,

Moose Mobile Support

Hi nel,

We'll only be able to tell you how much data gets used on each of your services should you have one with us. If one service is used to deliver internet to a number of devices through tethering or WiFi sharing, then we won't be able to let you know how the data is divvied up, as we can only see how much data we've sent you, not where it goes.

If you had any other questions, please let us know. We'll be happy to help.

Kind regards,

Moose Mobile Support

Hi Richie,

Due to the nature of our post-paid network we're not able to cut off a service at exactly 100%, but there are a number of tools you can make use of to prevent your son from going over the data usage on his phone.

We'll send out 50%, 85%, and 100% usage notifications via email and SMS, and you can also make use of a third-party data counter (such as 'My Data Manager') to granularly track your usage and make sure you don't use any excess data.

Additionally, you can prevent any mobile data from being used directly on the handset by switching off the mobile data option in the settings. This will prevent any internet connection of the mobile network while still allowing calls and texts.

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

Kind regards,

Moose Mobile Support

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