4,869 reviews
- Pre-Paid Sim Only
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- Post-Paid Sim Only
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- Post-Paid with Phone
AI reviews summary
Moose Mobile receives high praise for its customer-centric support and competitive pricing, particularly regarding its introductory mobile plans. While the technical performance of the Optus-backed network is generally regarded as reliable, the company faces significant criticism regarding phone wait times and occasional billing disputes related to data usage and plan cycles.
Pros
Cons
Verdict
Moose Mobile is a strong choice for budget-conscious consumers who value high-quality, human-led customer service and reliable network coverage. However, prospective customers should be prepared for significant delays when calling for support and should monitor their data usage closely to avoid automated service barring.
Very happy with Moose – My wife and I have been happy customers with Moose for six months. During that time, we have enjoyed extremely good value for money 5G plans with a growing bank of available data. The Optus network service has been reliable with no outages, and download speeds at 25GB are as promised. Set up was quick and easy. Billing and direct debits have been… Read more · 1
reliable, and the website/mobile app is user friendly. Sensitive information is secured behind 2 factor identification. Even though the discounted period of our plans is coming to an end, we intend to stay with Moose as the value for money remains and we cannot fault the service.
Used to be good when used Optus reception but has recently changed to vodofone which I had no idea until someone told me as they had just changed, the service is crap now and slow in places it never was, the price remains the same. If I had known it was swapped I would have left earlier. The whole reason I went with moose in the first place was because they were one of the few that didn’t use the useless Vodafone network Show details
5 years with moose and they have been good until things go wrong, then it's near impossible to get a hold of them. Responsiveness is so poor that you just give up. Phone, email, chat or social - all slow to respond. Ive told them about this for 12 months and they consistently claim high call volume. Thats high volume call for 12 months! So it's… Read more
goodbye and i doubt they care. Btw they after moving from optus to a worse Vodafone but haven't even thought to advise their loyal customers.
Reviews with attachments
Well I had to port over to Kogan Mobile because for only $199 for a year they gave me unlimited free calls texts and 900GB of data for the year which is only $16.50 per month and a whole 75GB per month which is great. So sorry I had to leave. But the deal was just too good but I'm so sorry to leave you. I would recommend THIS Telco company to anyone. Your data internet speed was awesome and the data seemed to last so long. Thanks Show details
Patient and clear instructions and help from James. Now have a working phone number.
Patient and accurate very supportive and knowledgeable technician. Thanks heaps
⭐️⭐️⭐️Cheapest plan I could find with a really good data plan. I don’t think anything beats free data for half a year. Customer service has been good, they know their stuff. Might even get NbN with them soon, because even there the prices are competitive. Good job Moose!
Spoke on the phone to a great bloke named Tony just last Friday. He assisted me in all my mobile needs, setting up, connecting, service, establishing a line, receiving and sending data, 5G for speed needs and 4G for back-end redundancy, storage, online services, account management, social media, and the like. I highly recommend Moose Mobile for all things Moose! Cheers guys. Morton. Show details · 1
Andrew handled my enqirey promptly and solved the problems fast . Show details
Noah Jones on the customer service line was very helpful and cleared up my issue - I would give five stars if I were just reviewing his work. However, this review is for Moose Mobile as a whole. I was on hold for one hour before my call was answered. Before calling customer service, I also sent an email and received an auto reply promising a… Read more
response within 48 hours, which was not upheld - I still haven’t received a response.
Moose Mobile, this is extremely inconvenient for your customers. Please increase the resources allocated to your customer service team as clearly you haven’t invested enough in that space.
I wouldn’t recommend Moose Mobile to my worst enemy! Over a total of 15 monthly bills, I received 8 containing the same error in varying amounts! I was billed for bogus “International SMS” messages, always to the same number, even though I don’t know anyone overseas, nor have I ever texted anyone overseas! When I searched my Messages app on those… Read more
specific dates, there were no international numbers. I had to phone their “customer service” people repeatedly, who tried to convince me I’d made those texts … that’s called gaslighting!
I finally reported the situation to ScamWatch at the ACCC.
- +3
Update: i checked the NBN website again today and it says "No outages in your area". I called them back again today after filing a complaint stating that there has been no listed outages on the NBN website for my address since 2 June but i was advised that my address has an outage. After waiting close to an hour, someone finally answered my… Read more
call. I was on a call with this rep I explained the situation about the no NBN outages listed, my previous calls, my current data usage, did all the verifications she couldn't help me and transferred me to another rep but the call dropped. I tried calling again, finally managed to get a hold of some, did all the verifications and explanations when someone else from the company called. I ended the current call and answered the incoming call. This Moose rep (that calles) was still maintaining that it was an NBN issue, then he procceded to put me on hold and to speak with NBN, asking me to unplug and plug ethernet cable and my internet is magically back on.
This has been the longest that I did not have internet service since internet providers became a thing. I still maintain this rating.
Original review:
I signed up to Moose Mobile NBN because it advertised unlimited data for an affordable price. However, approximately 10 pm on 2 June there has been no internet in my house. I checked NBN outages and there isnt one in my address nor is there any planned outages. I had to call Moose 3x this morning and spent a time on 3 June on the phone to Moose about this issue - they have informed me that there is an outage and to wait 24 hours before my internet gets back up. However, when I checked my Moose Mobile NBN portal I found out that this current period (will end on 4 June) I was using the internet heavily due to movie streaming. Moose customer rep informed me to wait 24 hours and my intrnet will be restored as there is an outage but NBN website says there is no outage in my address.
It seems to me that the advertised unlimited data is false advertising and once you go over a certain data usage they cut you off and tell you it's an NBN problem and they have no control over it.
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Worst experience, upon sign up they offered unlimited standard national calls in Australia on prepaid service. After 20 days my outgoing calls completely stops with just a quick this massage.” You have used $0.00 over your standard calls allowance, to prevent a large bill this service will be barred until billing cycle renews on 01-06-2026”. What is cr#p about larger bill it’s prepaid already paid in advance. Very glad to move away from them.
Horrible customer service for Mobile. Was on hold for 44min in a morning. This is not acceptable team. Show details
Hi Snifer, I'm so sorry to hear you were stuck on… Read more
Still on hold waiting for next available operator but I have progressed in the que after 45 minutes They will not break me Ok maybe they have One hour plus on hold Monday midday Omg Show details
Unfortunately my experience with them is negative. Being they run on the Optus network we experienced outage after outage that would last for from 2 to 6 days in length. Contacting Moose I got firstly that there were no issues where I was, then they told me I should have turned my phone on and off and I would have had service (which I do anyway… Read more
when something seems wrong). We had 5 prolonged outages over 10 mths and each time I contacted them they made out there was none. Well there was because when I checked our areas service on the Optus outage maps they showed each time there was an outage. So I had a gut full and cancelled the service and switched to Boost. They keep sending me emails that I owe them money. I keep contacting them but they keep sending them. I wish id never heard of them. I don't need this hassling from them as im undergoing cancer treatment and surgery, but oh no, I owe them money for a service I cancelled in person over the phone talking to someone who took 1 hr to get through to and have requested twice to leave me alone. I had read they were great to deal with. I must be in an alternative universe because thats been anything but my experience. I contacted them over a month ago to cancel, talking to someone, then two emails and this today in the screenshot. Looks like they have added a penalty to my bill! For a non existent service and a sim card I broke in half and hasn't been in use since they stopped the service themselves upon request! What next Moose? A debt collector. Leave me alone I don't need this cr#p right now.
Hi Xy guy, I'm so sorry about the rough experience… Read more
These guys are scumbags. They overcharged me so many times with out any evidence. They scammers please don’t buy anything from there services is absolutely rubbish period. Warning warnings
Latest follow-ups
Needed to update some information, Harry was very helpful and courteous which was pleasant experience. I think I am in good hands. Show details
Follow-up · I've had no issues since talking with Harry, everything has been running smoothly. I wish some other telcos could be as easy to deal with as with Moose. I should have changed over to Moose a lot sooner than I did and also must mention that Moose is great value for money.
Moose Mobile were very quick in delivering a new sim card to me, they also called to make sure I had received it and to offer assistance with setup. Daniel was really super helpful! I was quite nervous being inexperienced and Daniel was very patient… Read more
with me and lovely to talk to. He walked me through and over the necessary steps in detail eliminating any stress/uncertainty. I would highly recommend Moose to others based on the level of customer value and the quality of the service I now have. Thank you.
Follow-up · Activation was simple. Network coverage is broad. Support options are online or phone.
Very clear and easy to understand Susan who was very helpful
Follow-up · No longer a customer due to very poor customer service. A simple request such as a password reset shouldn’t take days to complete when other telcos have automated systems to deal with these issues promptly.
Positive reviews
I wanted to transfer over from my previous provider as I wasn’t happy with their service. I had some issues porting my number over to moose so I gave Moose a call. Harry assisted me with, using excellent problem solving skills and successfully transferring my number over. Harry was polite and honestly couldn’t do enough to help. Looking forward to being with Moose mobile and seeing the difference!
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Extremely helpful. Had a persisting issue which was not resolved yesterday, so had to call back again today but it was resolved. Very glad with Anna's assistance. Thank you Anna.
Service by Penny was fabulous! Every time i call them they are lovely to deal with. No issue is beyond their ability to rectify and educate to prevent unwarranted re-occurrences. Thank you for your Marvellous work! Show details
Negative reviews
Been good, but Moose Mobile switching to Vodafone network... no thanks, porting out. We did order a few sims under the $12.40 plan but they never were sent and no communication to why, poor comms, but it turns out because they have switched from Optus to Vodafone and despite paying for the deal was not honored, had to request a refund, again, no comms.
We are truly sorry for the experience you’ve had , I… Read more
The worst customer relations ever. I wouldn't encourage anyone who believes in effective communication to join Moose. I've been with them back and forth but it only gets worse. From not responding to communications to shutting down platform without the courtesy of a notice to customers. It's BAD! VERY VERY BAD.
The mobile plan is very reliable, no issues with the internet itself works in really rural areas sometimes which is helpful when hiking, the app though isn’t reliable at all, you try access any of the information on there and is sends a code to your email and when you put in the code given it shows an error message Show details
Recent reviews
We lost a SIM card for one of our phones. Customer Service was prompt friendly and professional and resolved the problem quickly. We’re most happy with how cost effective Moose is. Show details
I talked to Daniel and I asked my concern. Daniel is so helpful and has patience to answer my questions. Daniel thank you so much. I appreciated your patience to me and your advice that you give, it helps me to understand. I appreciated it also that I didn’t wait too long the customer service picked up the call immediately.
Five stars to April and the Moose Mobile team! April made the entire process incredibly smooth and effortless for me. Her patience, clear communication, and the quality time she spent ensuring I understood everything were truly impressive. If you're dealing with Moose Mobile, April is definitely the person you want to talk to—she is phenomenal⭐️⭐️⭐️⭐️⭐️
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