OnePass Mobile

Never buying from this company again. Extremely unprofessional service and poor customer support. I ordered a SIM card and waited over 8 days with no delivery and no tracking information provided. Only after this delay did they suggest express shipping or a refund, which completely misses the point. I needed the SIM on time, not after the fact. … Read more

They failed to meet their promised service level, and offering a refund doesn’t fix the inconvenience caused. Very disappointing experience. I wouldn’t recommend them.

Also, they pick up or answer the calls on customer support numbers; only messaging them is allowed.

Since my last review, I have now cancelled my plan with One Pass. To recap why....I accidentally recharged one of my services, rang One Pass immediately but they would not entertain swapping the payment to the correct plan. We are aged pensioners and the extra payment caused much stress.

Worst customer service I have ever experienced in my life. There was an issue porting my number, which I immediately rectified, but all of a sudden, a glitch in the system meant it couldn't be resolved for 24-48 hours. Whilst I understand that processes take time, what customer service then did was that they: - Would not tell me if I needed to… Read more

provide any additional information; - Would not connect me to the technical support team; - Would not let me talk to a manager or someone else to escalate the situation; - Refused to let me restart the porting process (which was listed on their FAQ's as something that could be done). - Refused to send a copy of the conversation (mind you, this was done mostly online, so a transcription is not hard). - Would not tell me if the SIM wasn't activated, whether I could get a refund, and I had to repeatedly ask the same question 4 times before I was finally told, "I don't have the authority to answer that question" - When they finally agreed to escalate the situation to a manager, I was ONCE again told it would take 24-48hrs

To make matters worse, during one of these exchanges, I did not respond in the online chat within 2 minutes and was disconnected and put back into the customer support queue AGAIN. I've had to wait 10 minutes for them to respond, but they disconnected me with no option to reconnect after 2 minutes.

I am still trying to resolve all the issues a week later, so please BEWARE.

Absolutely friggin useless.... There is no service whatsoever! Since it changed hands from catch connect I give it a zero!!! Actually a minus... Have tried to call was hung up on and called again and there was literally someone on the other end… Read more

but werent speaking... Do not waste your time..... Obviously call centre is offshore and they are probably selling your details anyway..... Will be cancelling and going elsewhere... I would rather pay more for a better service... Do not waste your sanity, time or money on them.

I bought a prepaid 365 days valid. Internet is ok but voice call is a nightmare. I live in location where all services are working but OnePass Mobile call. No connection most of the time. Stay away from it. Not worth it even free. Show details

Haven't had a problem with them. Started with a Catch Mobile 365 plan for less than $10/m. Can't remember if I've renewed once or twice now, but it's worked fine for years. Show details

OnePass Mobile has great options for plans suited for my needs - I was paying way too much per month with my previous provider. When I purchased a couple of extras by mistake, they were more than happy to help with prompt and understanding support team. Show details

Great Customer Service – Excellent customer service. No issue receiving sim card. Had issues porting from another provider. Called spoke to a local friendly customer service rep (not overseas call centre) who got the mobile number ported in minutes. Show details

The mobile network is extremely unreliable. It only works properly near the city or close to phone towers, and is otherwise almost useless. If you step inside places like Coles or other shopping centres, the signal disappears completely. There is no network and no data. I bought this SIM during a promotional offer, which turned out to be a big… Read more

mistake. I signed up for a yearly plan but became so frustrated with the poor service that I cancelled after just seven months.

My advice to others is to avoid plans that only offer 4G on weak networks that perform like 2G. Instead of settling for poor service, it is worth paying a little extra each year for a provider that offers reliable 5G coverage. Overall, this service has been a complete disappointment.

I ordered a 365 day SIM. Sim didn't arrive after 3 weeks. Talked to One Pass support. They said there was a "Technical Error" at their end and the sim wasn't shipped. They asked if I wanted a refund - I said yes please. Today they emailed saying they were refusing my refund due to "change of mind" EDIT: Reached a resolution. After the 3rd try I finally managed to get a refund. Purchased a new SIM from another provider. Adding 1 star.

Impossible to get through to payment. Just says "error" all of the time. Tried different wifi locations (work, home, another person's house) and browsers, clear cache, nothing works! Customer service centre said this isn't common - obviously a lie - a simple search of customer experience would reveal this.

If zero were an option, I would give it. This has been a complete waste of my time. I paid for overseas roaming, but it does not work at all in the destination advertised on their website. When I contacted them, they said it was out of their control and refused to provide a refund.

Horrible company to deal with. Used the online chat to connect with the support team and they were of no help and very rude. It was enough to prompt me to switch telcos today. Stay away from Onepass mobile.

Do not buy the payg roaming, it doesnt receive call, only can call out, and your credits just finish in 2 days even no receive or call out. No refund for bad service. Show details

I just renewed my annual subscription with OnePass and then found that the internet speeds had collapsed - download speed 7.94Mbps upload 6.02Mbps. My contact with their Chat 'helpline' was less than satisfactory - first they blamed Optus, and told me there was nothing they could do to fix it. When I told them that my wife's phone through Amaysim… Read more

uses Optus and her speeds were quite satisafactory and asked for an explanation- the Chat with OnePass suddenly closed down. I had to restart the Chat and go through the same conversation again. Eventually, after about an hour, the 'agent' told me they would have to refer it to their 'Techincal Support', and that I would get a response via email in 24-48 business days! OnePass is cheaper than the rest but it seems you do get what you pay for. If all you want to do is make phone calls, they seem okay - although at least one of the voicemail options does not work - but if you want to use your phone for streaming, my recommendation is to avoid OnePass. You will have problems and they are not interested in providing any help.

Disconnected my elderly parents prepaid plan without a warning, without a phone call to inform them that the prepaid was about to expire and needed a recharge. Very disappointed, poor customer service.

I ordered past midnight and the offer of $144 had expired and they charged me $200 without me realising until checking the receipt. Messaged to cancel 9am the same day whilst the order was still processing, the customer reps proceeded to ignore my messages until the chat timed out 3 times before I gave up and called to talk to a person. The rep… Read more

said they'll 'see what they can do' and said it had been escalated. Well well well, 3 days later the order processed and they proceed to send out my Sim card the following week. Then they said no refunds for change of mind.

Bought a new mobile plan with OnePass however never got the opportunity to port my old number. Got a new number but they said it was too late now to port my number . Phoned numerous times and they advised my case was escalated to a supervisor who would contact me within 24 to 48 hours. So far it’s been 54 hours plus 48 hours of weekend and NO… Read more

reply from a supervisor. Phoned again this morning and asked to speak to a supervisor but was told I can’t but they would ring me . Guess what NO RETURN CALL . Absolutely worse service imaginable . Save yourself frustration and go elsewhere.

Don’t get this service! We got four sims and yearly prepaids for our family and we often (almost always) can’t call or receive calls in the last couple of months. Every one of us has had issues with having calls not work constantly. Calls failing in our home when we are right next to each other, when one of us is down the road calling the… Read more

other. A family member interstate tried two of us and neither of them went through. It still hasn’t even shown in my missed calls. Having to call twice because the first call no one can hear you. Someone tried to call us and it didn’t come through, talked to them ages after and the call comes through, literally call waiting shows it’s their call. It’s insane. It’s not fit for purpose and we will be trying to get a refund. Not holding our breath as we’ve read they are terrible to deal with.

I have been a OnePass member for three years. My renewal was months away. When OnePass Mobile ran a promo offering a free one-year OnePass membership with their 365-day plan, I contacted support before buying to confirm if my next renewal would be free. I was explicitly told yes. So I bought the 365-day plan. That is where the nightmare started.… Read more

The redemption email for the “free” OnePass membership was a joke. The link did nothing except dump me back into my already-active OnePass account. No redemption. No extension. No free year. Nothing.

I contacted support and got an agent called Oluwanifemi. What followed was pure customer-hostile behaviour.

Instead of fixing the issue, this agent did everything possible to waste time, deflect responsibility, and mentally exhaust me:

• Asked for obvious details I had already provided

• Asked me to “explain why the email wasn’t working” as if I am their web developer

• Falsely claimed my SIM was purchased outside the promo period to dodge responsibility

• Forced me to prove their own lie

• Kept looping irrelevant questions instead of fixing the issue

• When I asked for a supervisor, I was told I would need to wait two days

• Asked me again if I was already a OnePass member, something already clearly stated

• When I finally called out the harassment and time-wasting, the agent terminated the chat without my consent

There is no way to export chat transcripts either. Convenient. This is not incompetence. This is deliberate obstruction. This is a classic bait-and-switch followed by support trained to frustrate customers until they give up.

I was promised a free OnePass year. I paid for the plan based on that promise. I got nothing. And when I tried to resolve it, I was treated with contempt and stonewalled.

Now I am stuck with a company that lies during sales and bullies during support for an entire year.

If you are considering OnePass Mobile, do not touch them. If you value your time, your money, or your sanity, stay away. This company is rotten from sales to support.

This has been the worst telco experience I have ever had in Australia.

I purchased a yearly SIM plan and regret that decision every time. While the internet connection is generally fine, the mobile network is very unreliable. Calls frequently drop, and I’m often unable to make or receive calls for 3–4 minutes at a time. This happens two to three times a day. I live on the Gold Coast, which is not a regional area, so this level of service is unacceptable. Show details

Catch / OnePass on the Optus network has been ok in Australia for me with calls and sms. Data is ok for casual phone browser and app use but gaming using phone as hotspot is pretty bad with regular periods of high latency. I checked using another sim in the same phone on a different network, which was fine. My recent issue was I couldn't receive… Read more

a sms while overseas, while another person could using Belong, the sms was from the same sender. Catch registered on the local network ok, but that was it.

I used an e-sim from another provider for data, and apps to communicate. Catch was of no use. The sms arrived on my phone 2 days later on return to Aus.

Completely useless! I signed up a year ago with CatchConnect, found them reputable, helpful and now am sorry they're gone. I'm glad I found out just how hopeless before renewal. I enquired about purchasing a 365 day Black Friday offer with extra data but was told in no uncertain terms that they were only for new customers. No free data for… Read more

existing customers! Also, the deal they were offering's T&Cs stated an expiry of 2 December 2025. This was extended immediately upon that expiry to 9 December 2025, I think in order to force the consumer into premature purchase. I expect that date to extend each week for a week onto the future. The chatline doesn't like complaints or negative feedback, immediately asking "Is there anything else I can help you with today.", despite never being helpful in any shape or form. In my experience the company that OnePass seems to be most closely in competition with is Kogan and their mobile division, at least, does not engage in these disrespectful, spurious, dishonest and generally questionable business practices. Avoid at all costs.