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Pennytel Questions & Answers
43 questions from our users
Case Van Tatenhoveasked
I am on a Kogan plan which expires in two weeks. I dropped my phone and need a new one plus I want to keep my number Can you help or suggest
No answers
Russ Grayasked
G'day, very interested in bringing two mobile numbers to Pennytel, we have our own handsets. 1) after agreeing with you on packages what else do we have to do ? 2) can we change packages at any time ? 3) whats involved in arranging international roaming? 4) do you accept Amex card ?. Thanks. Russ.
Alanasked
How do I sort out a problem when the phone dos not work and I cant log in and your password reset dos not work
6 answers
Ella M.Pennytel
Hi Alan,
Sorry to hear that you are having issues.
If you are able to send us a message with your account details and a short description of the issue, we’d be happy to look into this for you and see what we are able to do to resolve this for you.
Kind Regards
The Pennytel Team
I have no 3G connection I can not receive or make calls. I can not call you to fix the problem, I can not reset my password. I have been waiting now for over 26 hours and have finally received a response telling me to weighting over an hour a go now. I have a Telstra booster displaying 4 to 5 bars and none on my phone I have tried a different phone, same crap. I have a 91 year old mother with miled dim ensure 2200 km away that I have not been able to ring for 2 weeks and I don't know whether she is alive or dead. I have a business that has ground to a stop and I get no response to fix the problem.
account 735956
Kerrieasked
I wish to switch our mobile plans over to Pennytel. Can we be assured the sim card will suit our phones as they are both quite different?
Thanks Kerrie
1 answer
Ella M.Pennytel
Hi Kerrie,
Great question! Welcome to the Pennytel family.
All SIM cards come triple punched with these sizes available: Standard SIM, Micro SIM and Nano-SIM.
More information can be found below.
https://pennytel.com.au/faq/sim-card/how-do-i-know-which-sim-size-is-right-for-my-phone
Kind Regards
The Pennytel Team
oliveraasked
hi pennytell if i want to buy one of nokias on your website as i have pennytel sim do u offer payment plan via after pay or instalments that would really help customers get new phone and will u introduce some more range of different models and compnies
1 answer
Ella M.Pennytel
Hi Olivera,
Thanks so much for your question.
If you are purchasing a phone through our website, then it does need to be paid upfront.
We are always thankful for suggestions from our customers on how we can improve in the future!
Kind Regards
The Pennytel Team
Ianasked
Does pennytel support WiFi calling?
1 answer
Ella M.Pennytel
Hi Ian,
Great question!
Unfortunately at this stage, this is something we do not support.
We are happy to take your question as a suggestion for future improvement.
Kind Regards
The Pennytel Team
Len C.asked
Can I pay the 12 months fee in advance?
1 answer
Ella M.Pennytel
Hi Len,
Thanks for your question.
You do have the ability to pay your bill in advance, it will just appear as a credit on your invoice and will accrue in your account.
Kind Regards
The Pennytel Team
Kim C.asked
why can't I receive sms from uzbekistan?I can send with no problems and can receive sms on telstra but not pennytel.
1 answer
Ella M.Pennytel
Hi Kim,
Thanks for getting in contact with us. Sorry to hear that you are having issues.
We’d recommend contact our support team on 1300 232 888 and they will be able to look into this further for you.
Kind Regards
The Pennytel Team
Barry casked
Do you offer plans greater than 20gb?
2 answers
Ella M.Pennytel
Hi Barry,
Thanks for your question.
The largest plan that we offer is the 20GB plan.
Kind Regards
The Pennytel Team
Thank you.
richardasked
can i cancel my order
1 answer
Can I cancel or return my order/delivery?
You can cancel your order as long as you do this prior to receiving or activating your SIM. If you wish to cancel your service after you have activated the SIM you will not receive any credits and there are no termination fees.
To cancel your Pennytel order or return your unwanted SIM card, please contact our Accounts team on 1300 232 888.
Ben N.asked
Does a Pennytel sim work on a locked telstra phone?
1 answer
Ella M.Pennytel
Hi Ben,
Thanks so much for your question.
Although we use the Telstra Network are a separate entity so you would need to ensure that your phone is unlocked to use our Sim Cards.
We’d recommending contacting Telstra to discuss your options.
Kind Regards
The Pennytel Team
Darren Johnasked
I switched from A Telstra (20yrs++) mobile customer to Pennytel (4wks) mobile, and cost saving is impressive:)
Live in Rural / Southwest WA - coverage at home is 1 to 2bars outside and 1 to SOS inside the house.
With Telstra Direct, VOWiFi, my business & personal mobile calls a Breeze :), Clear and Contactable 24/7
1st 3weeks with Pennytel - VOWiFi worked perfectly :) 24/7
Someone? Pennytel?? Turned off / Flicked a switch - and my Account/ Mobile no longer can access VOWiFi and my Mobile life at Home - has turned upside-down, customers, family and friends - call, go straight to Voice Mail / MSG and awaiting my return call (Standing on Lawn Outside) in effort to get Coverage:( :( :(
Changing SIM to friends OPTUS or Telstra SIM - my iPhone XS works perfectly inside house, using VOWiFi - so 100% not a Hardware / Settings issue - is Carrier / Pennytel systems Issue :( :( :(
Have contacted Pennytel Customer / Technical support multiple times / ticket#s and informed that System Techinian will email shortly - 7days later and still awaiting answers/ solutions :( :(
Very, Very disappointed PENNYTEL :( :( :(
2 answers
Have similar problems in trying to get a refund as they could not provide the service as stated. A very deceptive company to say the least and blatantly lie about their responses. Think catrefully before subscribing to this company
Desmond Muir
Ella M.Pennytel
Hi Darren,
Our sincerest apologies for the delayed response and for the customer experience you have had. We absolutely understand your disappointment.
If you are still experiencing these issues, please send us a message with your account details and we would be happy to look into this further for you to try to get this issue resolved.
Kind Regards
The Pennytel Team
lynne dalyasked
how do you call 1977077 on pennytel mobile
3 answers
Ella M.Pennytel
Hi Lynne,
Thanks for getting in contact with us.
Regarding your question, we'd just wanted to clarify are having issues finding where you make the calls or are you experiencing issues when making your call?
Kind Regards
The Pennytel Team
I have no idea what this is about. what sort of number is it anyway. only 7 numbers
Ella M.Pennytel
Hi Janis,
We have had a look at this number for you. It looks as though this is the number for the Sunrise Cash Cow and can only be accessed via message.
Wed recommend looking at their page for more information.
Kind Regards
The Pennytel Team
Say Kean Yongasked
Hi I am a senior, currently with TPG on Voda phone carrier. If I change over to you do i have to pay extra to keep my current phone number?
3 answers
Not sure about TPG, i was with Telstra when i transfered to Penytell & i kept the same mobile number (no extra cost) plus i got a refund cheque in the mail about 2 weeks after the switch from Telstra for unused credit.
Ella M.Pennytel
Hi Say Kean Yong,
Thanks for your message and thank you, Cate, for your reply.
You absolutely can transfer your current number to Pennytel. We call this Number Porting. There is no cost to port your number to Pennytel, however, if you are in a contract with your current provider or have a plan with them, wed recommend speaking to them to see if there are any fees applied.
If you would like to discuss how to switch to Pennytel, you can contact our friendly team on 1300 232 888.
Kind Regards
The Pennytel Team
Thanks
I
Val Kuliwabaasked
Can I use my Alcatel Model 4055T Android version 6.0 mobile phone to change to Pennytel , I currently use the Vodafone pay as you go service on my phone.
1 answer
Ella M.Pennytel
Hi Val,
Great question!
We don't believe that you would have any issues, wed recommend speaking to our sales team to make sure though.
You can contact them on 1300 232 888.
Kind Regards
The Pennytel Team
Ros Hasked
Hi
Just wondering if Pennytel covers rural South Australia e.g. Barossa Valley, Murraylands and Riverland districts
Regards Ros
1 answer
Ella M.Pennytel
Hi Ros,
We recommend checking our coverage map listed on our website.
We have listed this below for you.
https://pennytel.com.au/coverage#coverage
Alternatively, you can choose our smallest plan for one month and trial our services in your area. Our plans are available month-to-month, with no contract and no cancellation fees. So, it's easy to return to your former provider if you do experience any issues.
Kind Regards
The Pennytel Team
Rob B.asked
I live rurally in NW Tasmania and wondered if you have a similar coverage as Telstra. I am ready to change provider. Rob
1 answer
Hi Rob,
I am finding Pennytel quite adequate compared to my previous Telstra experience. I remember there was tool on the Pennytel site that gave a picture of Pennytel service in my area which is coastal area of Sutherland shire in Sydney.
Pennytel is worth a shot at the price to see if it is viable in your area.
I certainly find their service good!
Peter Jasked
Can we use the same mobile phone numbers that we have with Telstra if we were to swap to Pennytel?
Graham C.asked
Does Unused data Rollover too the next 28 days
3 answers
Don’t know because we NEVER used it as they could NOT give us the number we wanted to transfer over and then bugged us for 3 months threatening us with debt collection for 30$....even though we didn’t open the account and told them so many many times...shocking company , don’t do it....plus they said all Aussie company but we constantly got Asian people on the phone who 1. We couldn’t really understand and
2. They NEVER did a follow through with our request to cancel even though they said they would.
Thanks Jan r I read something similar earlier I think I will give them a miss
Ella M.Pennytel
Hi Jan, once again we are sorry for your less than great experience. I hoep we can swiftly clear up this misunderstanding that has occurred. If you would like to provide us with either your account or ticket number, we will be sure to look into this for you. Thank you
Kind Regards,
The Pennytel Team
Graham C.asked
Does unused data rollover
2 answers
No. It wouldn’t matter what company you sign up with. Think of it as an allotment of of data you could use for the money
Ella M.Pennytel
Thanks Bob for your response, and yes you are right. Graham, unfortunately we do not have data rollover, however, we offer great prices on our plans https://pennytel.com.au/plans if you are interested.
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