Moose Mobile Support

Data banking, or data rollover, is a feature on most Moose Mobile plans that allows your unused data to rollover to the following month of your service.

For example. If you have a 25GB plan and only use 10GB of data during June, when the 1st of July comes around you will have 15GB of data added to your data bank. This data will then be added on top of your included data for the month of July.

You will be able to ‘bank’ up to 200GB of data for later use, and this data will never expire as long as you stay connected to your plan. Your data bank is connected to your individual service, and you won’t be able to share your banked data to any other mobile number.

To see how much data bank you have left, you can log in to our website or Moose Mobile app and check your usage portal.

If you change plans, you will lose your data bank.

Moose Mobile uses the Optus 4G network.

The Optus network covers 98.5% of all Australians, so there’s a good chance you’ll be well covered in your area.

To check your area, explore our Coverage Map.

Please don’t cancel your current mobile service before you transfer your number. The transfer will only work if your service is currently active.

In fact, you don’t even need to contact your old provider to say you’re leaving as we do all that for you.

We will process your transfer/port of your phone number(s), which will tell your current provider that your numbers are no longer connected on their billing platform. They will then generate you a final invoice notifying you of any credits or debits.

Moose Mobile provide free delivery within Australia, so you’ll receive your SIM(s) within 7 days.

Unfortunately, Moose Mobile does not currently have support for eSIMs.

If you are looking to upgrade or downgrade your plan, you cannot change to a different plan that is on promotion. Instead, you can only plan change onto the standard pricing for a plan.

Importantly, plan changes can only take effect at the start of your next billing cycle. The billing cycle begins on the day you activated your original SIM service, you will then be billed on that day monthly moving forward.

Please let us know what plan you would like to upgrade or downgrade to and we’ll schedule the change for you if possible. After that, it’s just a matter of waiting for your next billing cycle for the change to take effect.

If you’re still waiting for your service to start after porting your number, don’t worry.

This is often easily fixed with a simple power cycle by turning your phone’s power off and on. If you’re still without service there’s a good chance the porting process is still underway.

In this case it’s simply a matter of waiting for transfer to finish, which can depend on which provider you’re transferring from.

If you still require help, call us on (03) 5615 8559

Yes! It’s easy to transfer your number to Moose Mobile.

In fact 95% of all our customers keep their current mobile phone number.

Importantly, only when you receive your new SIM card in the mail does the transfer take place.

Please don’t cancel your current mobile service before you transfer your number. The transfer will only work if your service is currently active.

We will process your transfer/port of your phone number(s), which will tell your current provider that your numbers are no longer connected on their billing platform. They will then generate you a final invoice notifying you of any credits or debits.

Unfortunately, it’s not possible to transfer/port your international mobile phone number to Moose Mobile.

We’ll provide you with a brand new phone number once you’ve signed up.

Ensure you give it out to your family, friends or colleagues before you arrive in Australia.

The port/transfer time is between 1-4 hours. 

Importantly, your old provider’s service will only stop working once your Moose Mobile service has become active, so you can continue to use it until the transfer process is completed.

Activation requests need to be made between 9am to 5pm, Monday to Friday. Any requests outside these hours will be actioned at 9am on the following business day.

Note: These transfer times are an estimate only as network outages can cause delays.

You will know your number has successfully been transferred to Moose when your old service has stopped working. At this point, swap out your old SIM with your new Moose SIM.

If the service still isn’t working, simply power cycle your phone by switching it off and on again.

It is important to keep your old service providers SIM card in the phone so you know exactly when the transfer has taken place.

We suggest turning your device off and on with your new Moose SIM card inserted, this is sometimes needed to finalise the connection process on the Optus network.

Additionally, your phone may be locked if it was previously on the Telstra or Vodafone networks.

You can unlock your phone by completing the steps on the following links.

• Telstra Phone Unlock
• Vodphone Phone Unlock

Lastly, you may be in an area without service, please see our coverage map to ensure you’re within the service area.

• Moose Mobile Coverage Map

If you require further assistance, please call us on 1300 566 673

To pay your bill online using a credit or debit card, or to update your payment details, simply login to your Moose Mobile Account online or via the app.

If you still need some help, please call us on 1300 566 673

You only begin getting charged for your service after you have received your SIM card and are connected to Moose Mobile.

The amount you would have paid on our website acts as a credit for your first full month with us.

Please call us on 1300 566 673 to discuss cancellation.

However, if you’d like to transfer your phone number to a new provider you will need to organise that first with them.

Once this number transfer is complete with your new provider, we automatically close down your account and send you a final bill.

Unfortunately no, we’re not able to put your plan on hold while you are away. You’ll need to keep paying your monthly access fee in order to keep your mobile number active.

By default your service will come with roaming switched off. This is to prevent you from accidentally spending on roaming while using your service while overseas. If would like to activate international roaming on your Moose Mobile service, please call us on 1300 566 673 or email [email protected].

Due to the nature of the international roaming service we can’t limit you to only receive SMS while overseas. This means that the potential for you to accidentally use data, send an SMS, or make/receive a call is still there, and we need to take a $200 prepayment which acts as a credit on your account in case these charges are used. Once you have returned from your trip overseas we can refund this amount to you.

With the Moose Mobile roaming packs you will get 1GB of data for each pack while overseas. A pack contains 1GB of data and unlimited calls and texts. Once you’ve used data beyond this 1GB limit, you will be charged $15 for another pack of 1GB. Packs expire after 24 hours.

You will only be able to use the roaming packs in Zone 1 countries. If you wish to use international roaming on your service in a country not listed as a Zone 1 country, then you will be charged the Zone 2 roaming rates for calls, texts, and data. If you are making use of a roaming pack while in a Zone 1 country and then cross into a country not included as Zone 1, you will not be able to continue using your roaming pack and the Zone 2 rates will apply.

MMS messages will be free to send, but they will use data from your 1GB in order to send. Depending on what kind of media you are trying to send via MMS, this data amount will vary.

To switch off roaming on your account, please call us once you have returned from overseas.

nbn® is what non-tech people call the National Broadband Network. It’s the Australian Government initiative that’s delivering broadband services right across Australia, which uses copper landline networks, mix fibres (including FTTN, FTTP, FTTB and FTTC), hybrid fibre coaxial (HFC), as well as Fixed Wireless and satellite broadband.

Fibre to the Premises (FTTP)
Available for around 20% of Australians, this technology type is the fastest and most reliable by nbn®, with optic fibre going directly to your house. Most locations are capable of speeds up to 1000 Mbps!

Fibre to the Node (FTTN)
The most common tech type, this uses your existing copper and connects it to a nearby fibre node. Max speeds are 100 Mbps, but actual speeds are based on your connection. After you enter your address, we’ll display plans you are capable of receiving. If you need more information, our expert Aussie customer service team is available to help!

Fibre to the Curb (FTTC)
nbn® runs fibre to a point, usually in your street, after which the existing copper brings the connection into your premises. Max download speeds available are 100 Mbps, but actual speeds depend on your infrastructure.

Hybrid Fibre-Coaxial (HFC)
HFC uses existing ‘pay TV’ or cable network. This high-speed connection runs to the nearest fibre node. This tech type can offer speeds over 100 Mbps depending on your location!

nbn® Fixed Wireless
This connection uses data transmitted over radio signals to connect premises to the nbn® broadband access network. Max download speeds available are usually capped at 75 Mbps.

This depends on what connection date you chose during your online sign-up with Moose.

If you chose to get your new service as soon as possible, the connection process will start right away. We’ll transfer your nbn from your existing provider to us in as quickly as 5-30 minutes, but this can sometimes take up to 24 hours. Importantly though, you won’t be without an active nbn connection while the transfer is taking place.

If you chose a specific connection date, we’ll start the connection process at 9AM AEST on that day you selected. Again, this generally takes 5-30 minutes to complete, but can sometimes take up to 24 hours.

If you opted to purchase a Moose Mobile modem, we’ll start connecting your service once this has been delivered to you, or on the date that you selected during the checkout process (as long as this date occurs after you’ve received your modem.

If you’re bringing your own modem, it should automatically connect to our service once the connection process is complete. Sometimes you may need to switch your modem off and on again to finalise the switch.

If you’ve bought a Moose modem, simply plug it in to your premises’ nbn supplied NTD. Once the connection is completed it will begin working.

nbn® billing will be different to how we bill mobile. With our mobile product your billing period begins on the first day of the month, but with our home internet product this period will begin from the date you connected.

This means that you might receive two bills from us, one for mobile and one for NBN.

Moose Mobile is not able to support every single type of nbn® connection such as FTTB. As a result, your address might not be eligible for our nbn® product. This might change in the future though, so check back regularly to see if your address become eligible.