Moose Mobile (page 2 of 69)

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