I have stopped my data immediately after I got the 100% data use message but I’m still charged $29.15, and it’s the first time I was notified excess data would be charged and not automatically capped at 100%. All the 50% & 85% reminders never mentioned this bit. I am shocked and would like to know if this can be reversed due to unclear instructions.
Hi Chester, Can I ask if you managed to get your issue sorted out over the phone? If not, please provide your mobile number with us, and we will contact you asap once we investigate.
Kind regards, Moose Mobile Support
Call queues are still unacceptable - I'm at 40 minutes and counting... Looks like its not just a recent spike... Clearly our calls are not important to you despite the constant messaging....
Hi Itsme, We're so sorry for the delays in helping you with your issues. Over the past weeks we have experienced some longer than normal hold times, which we are in the process of rectifying and bringing it back to normal levels.
Can I ask if you managed to get your issue sorted out over the phone? If not, please provide your mobile number with us, and the issue you're facing and we'll get onto it asap for you.
Kind regards, Moose Mobile Support
I have been on hold for over 30 minutes. It's pretty ridiculous that it takes so long to speak to someone, especially as it's about something that I absolutely cannot do through the online portal.
There's only so may times I can hear that my call is important to you. Evidence would suggest otherwise.
Hire more people.
Hi there, I'm so sorry about the long hold times, we've experienced a large uptick of calls lately and are getting through them as quickly as we can. More than happy to help get your issue sorted out. Could you give me an idea of what you need help with, and a mobile number you have with us?
We'll jump in and get this sorted out asap.
Kind regards, Moose Mobile Support.
Well here’s my problem thus far.my wife and myself had a single account wit moose. Both phone numbers on a single account and a single bill for convenience. I decided to seperate these two into seperate accounts and rand the support people and was informed that this would not be a problem and it would be done directly, which it was,I presumed. A day later I logged into my “new account” without a problem then attempted to log into my wife’s account several times without avail. I contacted the support team (1/2 hour wait on the phone) and informed them of the problem end was assured it was a minor glitch and it would be rectified immediately.I waited for about 4 hours then attempted to log on again, still no joy so I went through another 3/4 hours then attempted wait on the phone trying to contact the support team and have this problem sorted. Again I was given the same spiel as in the previous call and once again I fell for it, this person seemed a little more sincere, I was wrong. This problem has now been going on for days with promises of a solution and more promises of return phone calls from the support crews, none of which have happened. The minimum wait time on the phone currently seems to be in the 45-50 minute frame and I’ve been there 6 times thus far. Short of recording my next phone call and referring this whole debacle to the telecommunications ombudsman and let him sort it out. All this because we wanted to seperate these two into accounts. Bloody nightmare. Any other suggestions would be greatly appreciated.
Please excuse the typos
Hi Beetle, Thank you for reaching out and absolutely, more than happy to assist with the issue here. I'll need a mobile number to locate the account and investigate this further for you. I'll keep an eye out for your reply.
Kind regards, Chris. Moose Mobile Support
Many thanks to you Chris from the support team, thanks to you everything is now up and running. You must carry a pretty big stick to have this done this quickly. Once again thank you very much.
Hi Beetle, No worries mate, these things should not have taken those valuable hours from your day just to reach out to us. I'm sorry it's taken so long for a resolution. Any issues, you reach out to me here and I'll get them sorted.
Kind regards, Chris.
Moose Mobile Support
Recently received an email asking to re-confirm my details.... such an obvious phishing ploy. Would anyone do it? Why is it needed, have they lost customer accounts in a hack?
Hi Seasoned consumer, No worries at all, that email is real and is being sent from us to confirm customer details. Nothing has happened; we have merely taken steps to ensure your address is kept up to date.
With the recent 3G outage on the OPTUS network, we want to be proactive and make sure your details are up to date in case something like that happening again in the future.
If you have trouble signing into the app to make the change, feel free to give us a ring at 1300566673 for assistance. :)
Kind regards, Moose Mobile Support.
Hello I paid my overdue bill about an hour ago (it’s now 11pm Tuesday). How long will it be before my service is reinstated? I can’t call MM on 1300556673 because my phone is barred.
Hi Paul, I've sent a private message to assist you here and make sure you're good to go. Kind regards, Moose Mobile Support
Hi Moose, I recently received a mobile sim card in the mail after buying a promotion - however, I am currently travelling and cannot activate the sim for a few weeks - how long do I have to activate the sim card before the offer lapses? Thanks
Hi Liv, That's absolutely fine, we usually give a 30-day deadline for new connections. So feel free to hold off until you're ready to connect up, then you can either activate your SIM via the website or via a quick phone call with us.
Kind regards, Moose Mobile Support.
Hello, I am in a Moose plan in Aus, but am currently overseas in Bali. I purchased a travel esim but am having difficulty getting connected. After research, it seems Moose does not support esims, is this correct ?
Hi Leanne, That is exactly correct, we do not support E-SIM for our mobile connections. Only the physical SIM cards. But in regard to setting up a data SIM, I would recommend checking the settings on your phone and make sure the Data SIM is selected for mobile data.
Having your physical Moose SIM card in your phone does not stop an E-SIM from another company from operating.
Let me know if we can assist further.
Kind regards, Moose Mobile Support.
Have you got Apple Watch compatible yet
No why?
Hi R3eeane,
Unfortunately we don't have the cellular capability to connect smart watches with our current plans on the OPTUS network.
I hope that answers your question there.
Kind regards, Moose Mobile Support.
Hello, My service is still barred, I paid my overdue bill yesterday and have powered my phone on and off multiple times, I cannot call moose mobile either considering I have no service. May you please help, I don't understand what is happening and it would be lovely to be able to use it again considering the app says it's back on....
Hi Shyla,
I've just sent you a private message to get that sorted for you.
Kind regards, Chris. Moose Mobile Support
How long will it take to get unbarred after I paid
Hi Thomas, Once you've paid your bill online you should have your service unbarred within ten minutes of paying. If you're having issues with this please give us a ring on 1300 566 673 and we can unbar your service manually and investigate for you further.
Kind regards,
Moose Mobile Support
Can I change my voicemail message from outside of Australia?
Hi there, You're able to access the full voicemail suite while you're roaming, but you'll need to call a specific number instead of dialing the usual "321". If you follow the instructions outlined in this article you'll be able to change your voicemail message.
external link
Kind regards,
Moose Mobile Support
I have received notification that my account is overdue. How can this be when I have direct debit? Attempting to contact Moose over many hours via the 1300 number to sort the problem out, only enlists a recorded response advising me that my call is important and that I am next in, a queue! Obviously the queue is somewhere in India and it is taking time wind it's way to Australia. What is going on with this mob?
Hi Waz,
Very sorry to hear about this issue. I've just private messaged you in regards to organising a solution ASAP.
Kind regards,
Moose Mobile Support
Thankyou for your response. After wasting much time, I finally managed to get through to your 1300 number on the following day. It was confirmed that there had been a 'technical glitch', in that the direct debit procedure had ceased to operate for a time and direct debit payments did not proceed as they should have.
Not-with-standing, this is not the first time it has happened and I'm wondering why it is always left up to the customer to sort things out!
The worrying concern about being abruptly cut-off from a mobile phone service is not what customers should be subjected to - so instead of sending 'overdue account' messages the instant an account has not been paid - perhaps Moose should first look into technical issues to help ascertain why a customer has not paid their bill.
Hi can I activate my new sim card from overseas? Or do I need to be in Australia to activate it?
Hi Karl, You can start the activation process on our website while overseas, but the physical SIM card and device it's inserted in need to be within the vicinity of an Optus tower within Australia in order for it to fully activate. So if your SIM is overseas you won't be able to activate it until it's back in the country where it can connect to local towers.
Kind regards,
Moose Mobile Support
Ok thanks, how long after I get my sim do I have to activate it?
Hi Karl, Good question. You've got three months to activate your SIM if you purchased a promotional plan. After that you can still connect as normal but the standard pricing for that plan will apply on connection.
Kind regards,
Moose Mobile Support
Thanks for your help!
I have a cellular Apple Watch, does Moose support it as I can receive calls without an iPhone nearby?
Hi Patrycja, Apple does allow for calls to connect to your Apple Watch if you've got your phone (with a Moose SIM inside) nearby via BlueTooth, so this should work fine with our SIM despite it not being an eSIM. This isn't something we can set up for you though, so you'll need to look at your watch and phone settings in order to make this connection.
Kind regards,
Moose Mobile Support
Hi Team, what I meant was: does Moose as a provider support cellular features of Apple Watch. They told me that only Optus, Telstra or Vodafone have it. I am not keen to change my provider, I would like to stay with Moose so if you don't have this support do you plan to have it?
Hi Patrycja, Our apologies for the confusion. You're right about the lack of cellular support for watches with our service. Currently you can only get this functionality by using an eSIM instead of a physical one. eSIM is something we have in the works, but there is currently no ETA on this feature for Moose. Any provider with eSIM capability should have this functionality for your cellular watch.
Kind regards,
Moose Mobile Support
Moose $39.80 100GB ($12 OFF 1st 6 months) (200GB Bank). Can you please tell me how to find my Banked Data on this plan. Thanks, Roy
Hi Roy, If you've been with us for more than a month and managed to save some data on your first month with us then you should be able to see your data bank when you log into the mobile portal on our website or via our app. It will appear as a blue bar showing just how much you've banked.
If you're after a more details walkthrough please don't hesitate to give us a ring on 1300 566 673 and one of our friendly customer service staff can assist.
KInd regards,
Moose Mobile Support
I am on The moose $29 promo plan with $4 off. Had it for a few months. Do I have Data Banking? it does not appear on my logon screen.
Hi gregy21a, We launched our data banking plans in June, so if you've been connected for longer than that then chances are you don't have data banking included in your plan. If you're not seeing a data bank section of your usage portal then this also hints towards your plan not having it included. The best way to find this out is to give us a ring on 1300 566 673 and one of our customer service staff can lok at your exact plan and tell you what's included. If you are after data banking, you always have the option to swap onto one of the newer plans available, which we can assist with over the phone as well.
Kind regards,
Moose Mobile Support
Does moose mobilenhave a 4g modem
Hi Geoffrey,
Currently we don't have any 4G modems that would be paired with an internet plan. If you're looking at getting internet at home we only provide an NBN option at the moment.
Kind regards,
Moose Mobile Support
I have just seen a bill for my son on a set sim of 12g and I have been charged for the extra use, i just logged on again this month and he is over again, i was completely unaware that i wouldn't just stop working and he would have to rely on wifi, which is what i was expecting, not a continuous rolling charge.
Hi Gill, It's true that we allow customers to use excess data if they need to, but we send out notification messages at 50%, 85%, and 100%, as well as excess usage notifications if it's detected on a mobile phone number, so it might be worth checking on your son's phone to see if you received those notifications.
I've also just sent you a private message so we can investigate this for you and help you out.
Kind regards,
Moose Mobile Support
How do I set up visual voicemail on my iPhone?
Hi DVH,
Visual voicemail isn't available on the Optus network unfortunately. You can access any of your voicemail messages and change your greeting if you dial 321 on your phone and listen to the prompts.
Kind regards,
Moose Mobile Support
Thanks for your reply. I would have thought though that a big telco like Optus would have such features. Ah well.
Is it not available for MVNA's only? Optus seems to support it. external link
Get an answer from our members and Moose Mobile representatives
Extra Information
Moose Mobile is a ProductReview.com.au Awards Winner for 2026, 2025, 2024, 2023, 2022, 2021, 2020, 2019 and 2018. Learn more
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.