5,450 reviews
- Pre-Paid Sim Only
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- Post-Paid Sim Only
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- Post-Paid with Phone
AI reviews summary
Pros
Cons
Verdict
Support staff are highly regarded for their personal assistance and ability to fix issues once reachable. However, the recent network migration has led to severe service disruptions and a support system that is currently unable to handle the volume of enquiries. Practical difficulties with SIM activations and long wait times are the primary concerns for users.
Moose have been amazing with my mobile service, going out of their way to save me money and let me know there are cheaper updated options available. I made the decision today to swicth my NBN provider to moose, not only did the transfer occur within 10 minutes on a Sunday, but my download speeds x10 without exaggeration. Noah Jones was the… Read more
customer service member who guided me through the transfer, he was a tremendous help. Great company so far, hoping they continue to support their customer base and not cut corners. Cheers
Kevin was the best ever! I changed phones and my eSIM wasn't able to be moved over but Kevin made everything so quick and simple. Thank you Kevin, love Moose Mobile! serive always reliable and great prices
I had help moving my eSim from my old phone to my new phone from Susan at Mouse mobile support group and was very pleased with how easily Susan helped me achieve this ,very happy with the service she gave me.
Reviews with attachments
Amelia was fantastic and restored my faith in Moose. I only had a short wait this time and Amelia was so professional and so efficient I’m so grateful for her help and her professional professionalism.
I've got 4 family and friends onto Moose so this migration process has been a disaster. My partner was left with her phone locked out for days, had to wait for a call back from an assistant to rectify. I've been reluctant to try as have my kids. Every time we try we have no luck, see attachment. We are now on hold on the 1300 number for an hour so… Read more · 1
far. To top it off I've received an email from moose threatening disconnection in 5 days if I don't migrate. I might need to take these three accounts to another telco. .... I've changed my review in respect to Jonah from Moose calling today to help sort out our sim migration problems. We hope after this massive transition that the customer service would be at an acceptable standard going forward.
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
Very poor communication. I tried phoning and then emailing them. Without making successful contact. I cannot recommend this company if customer enquiries to their support or help area is important to you. Show details
Cheap but difficult to communicate with. When my new sim didn’t work and their app kept having errors the contact phone number just kept failing and emails sent went unanswered for over a month. 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.
Moose is getting even worse! Moose is charging me for three months of bills, even though I paid two bills together last month, totalling $41.00. Now, this month, I am being charged again. I have already tried contacting customer support. I spent an entire hour on the phone, including 30 minutes waiting for someone to respond, only for the… Read more
representative to suddenly hang up on me without resolving anything.
This is extremely frustrating and unacceptable. I expect you to investigate this billing issue, correct the charges and resolve this matter urgently.
I have add the code, that the support send, and then turned the call off
Extremely disappointing customer service: I tried to contact Moose Mobile’s customer service team and remained on hold for over two hours without anyone answering. Eventually, I became frustrated and ended the call. Very disappointing experience and definitely not the level of customer support I expected. Show details
Got sent a bill saying it was overdue, so I paid it. The same day they deducted the same amount via direct deposit. SINCE THEY CHANGED SIMS I CONSISTENTLY HAVE CALLS GO STRAIGHT TO VOICEMAIL. WROTE ABOUT THE DOUBLE DEDUCTION...OVER A WEEK LATER???? Show details
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Calling customer support, wait time is 2 hours and i hang up after suck time from frustration. Tried on different days at different time with the same outcome. No one responds to customer support emails, it’s been WEEKS with multiple emails and no responses. DO NOT USE THIS SERVICE.
I called them as the new SIM card they sent me has not been working for 3 days now. I’ve been on the phone for almost the whole day (!) to get assistance and nobody’s answering my call! So frustrating.
I am quite frustrated with this process. Tried to activate my phone but came up as an error. when I tried to activate it. Unable to contact anyone and do not respond to my email.
Possibly the worst company to deal with, they have changed company from Optus to Vodafone, they've sent the new simcard, I would not like to start the new simcard as i want to cancel my plan, I've email them 5 times,with no response, i've called them multiple times,I've been put on hold for 1 hour with out talking to anyone..Please cancel my plan now. Show details
Latest follow-ups
Glad I moved to Moose – When Optus decided to up my account by $25 a month I thought there had to be a better deal...in shopping around I found Moose and checked some reviews...their $24.80 monthly account was much the same as Optus before the increase...it was easy to… Read more · 1
apply...sim arrived and was easy to activate...Moose provide access to Optus at $25 cheaper not to mention their sign up offer...there has been no issues...billing is clear and easy to understand..network coverage is no different...very happy with Moose....moving wife's account as soon as Optus ups her rate...
Follow-up · Data 86mbs download - 1.95mbs upload. App covers all account info and details plus billing. Moose recently found us a better deal (which we didn't ask for) which reduced our monthly charge and discounted our charge for 6 months on changing over, I'm assuming their deal with Optus was not good enough.... Have never needed to contact customer… Read more
Very Happy with Moose Mobile – Their Customer Service is very professional and helpful. I loved the deal I received for the first six months and it is great to be able to bank your unused data. Show details · 1
Follow-up · Still very happy with Moose Mobile. Have no issues with network connectivity and I live in Tasmania. Ongoing performance has been great and initially the setup process was really smooth.
Thank you so much Susan for helping to activate my new SIM card, much appreciated
Follow-up · They act immediately and well explained
Positive reviews
I was really happy with the service, and it's going to help a lot. Kevin walked me through every step to activate my SIM card, which was super helpful. Thanks a lot!
Susan was incredibly helpful in setting up my eSIM quickly and efficiently. She patiently answered all my questions and was friendly, professional and knowledgeable throughout the process. Excellent customer service, thank you, Susan, for making everything so easy!
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Thanks Kevin. Was very patient with the call and walked me through multiple options to get my father-in laws phone (Edward Dsouza) and his new Sim card working. Although the line dropped, Kevin called back immediately and continued to work with me until i ahd all my questions answered. Was a very pleasant and successful experience.
Negative reviews
I used to be a Moose customer and the support back then was fine. I came back recently expecting the same. It isn't the same company anymore. When my SIM arrived, I tried to port my number in the customer portal. It threw a generic error. So I called support. I called three times in one week. One of those calls ran over an hour. Each time I was… Read more
told there was a porting error, that it would be escalated, and that someone would contact me within 48 hours. Nobody ever did. Not once.
I gave up and took my number to another provider. They ported it in a few minutes, using the same details Moose's system said were incorrect.
Weeks later, Moose texted me early in the morning to say the transfer had failed again. I emailed a complaint and got an automated reply with a case number. Two weeks on, no human has responded.
That's nearly two hours on the phone, three broken callback promises, an ignored complaint, and weeks of waiting for something a competitor did in minutes.
The plans are cheap. That's no use if you can't get your number onto the network and nobody helps when it breaks. If you're porting in, be ready for a long wait on hold and no follow-up.
I was a moose mobile customer back in 2020. After moving away in 2023, I thought I'd try them again for mobile and nbn. I'm not sure what has happened to this company, but they have the worst service now. I get there are transition issues (Optus to Vodafone), but they have screwed themselves so badly they may not recover. It takes forever to get… Read more
through to anyone (mobile or nbn) and once you get through to someone, no one knows what they are doing. I'm moving away from them ASAP.
Disappointing customer service. A promotion discount wasn’t applied to my account, I called Moose Mobile in August and after a long wait time to speak to someone was advised this was corrected. I received my invoice today and it wasn’t corrected. I just waited 1.5 hours to speak to someone on the phone, who put me on hold to look into the issue… Read more
and then hung up the call, so the billing issue is still not resolved. Will be moving to another provider instead of wasting more time calling again.
Recent reviews
I had a lovely experience with Paula at Moose Mobile. My daughter has a new phone and we needed help installing an esim on her new phone. She was very helpful and patient when things weren't working out. She took the time to go through differently trouble shooting situations and was successful in the phone number transferred to her new phone.
Yes - I spoke to Kevin who understood my enquiry and resolved it efficiently. It was well above expectation and probably the best service from anyone at a Telco I can remember. Thanks
Customer service with Moose Mobile is excellent. Just had an interaction with Kevin Sullivan relating to a replacement SIM. Kevin was super efficient and helpful and a nice guy all round. Thank you for your help!
I already had a mobile with moose and had no reason not to place my 2nd mobile with them. The porting of that number was completed in minutes and both services are working fine