Truphone Australia

Poor service with no customer support – Not very good when it works. When it stops working zero customer support. My sons watch just stopped receiving or making calls from the blue. Attempts to contact Truphone have been futile. Online service queries lodged with no response or confirmation.

No customer support – We got my daughter a new watch and transferred number in the online portal and the number still hasn't come across. Over a week now, multiple tickets submitted and only one reply with all the info from the website I've followed and hasn't worked. Now days of silence and no help at all. Worst customer service

Crap support and leaves you stranded – My wife is stranded without data overseas even though all steps were followed to perfection to setup eSim. It didn't activate on arrival. No phone number to call. Support take almost 24hrs per email. This is still ongoing. Even better, their solution is to delete the plan (you cant, tapping on it does nothing) and buy another. This hasn't worked… Read more

and we have now paid for two plans and still have no data. This is shocking given anyone using this service obviously has limited access to data!!! It might even just be a scam.

Can I give less than 1 star? – Truphone is now called BetterRoaming and the name does not make anything better. The service both in relation to signal as well as customer service is absolutely garbage. Apparently my daughter has messages from missed calls, we can't even access them...Such a waste of money.

Don’t use this service – Coverage is very bad and not consistent. Can’t contact my daughter when needed. Will be cancelling this service when the plan ends in a months time. Wouldn’t recommend this at all.

DO NOT USE THIS SERVICE !! – I DO NOT RECOMMENDED !!!! The reception is really BAD. It on and off all time. Sent a message at 1:58pm and my daughter won't received until 3pm. Customer service keep telling me it's a reception problem and keep asking me to switch on and off cannot make / receive call. Was at Chadstone last week with my girl and I can't even call her or msg… Read more

her. Lost contact for few hours !!! This is not acceptable as I think most people using this service are because the child doesn't have a phone. How can APPLE recommended something that not reliable?? Truphone / Better roaming said this is Vodafone problem. PLEASE people paid for truphone / better roaming and you have to solve this problem !!!!!

Please do reviews on apple page and let them know this issue so that they can make a change of the provider.

http://www.apple.com/feedback

Network connection not good for regional folk – Using this as family sharing for family member that doesn’t have an iPhone. Really unreliable service, not surprising I guess seeing it’s running on Vodafone network in Au. Might be ok if you live in a city but it’s never got service in our regional town….can only use it when you drive 50km to a bigger town. Defeats the purpose of having a watch to help in emergencies. Grrrrrrr

Very unreliable calling/messaging, avoid – VERY UNRELIABLE- even in strong network service areas, 80%+ of the time calls don’t call through, 100% of the time messages will arrive 30min+ after being sent. Network coverage is there, but however data traffic is managed by Vodafone for Truphone, Truphone service seems to be de-prioritised to the extent the whole reason of having this service for our kids (peace of mind) is negated. I will change to another eSIM provider.

CRAP! DONT GO TO THEM, USE ANYONE ELSE! – Absolutely crap service. It never worked well in my Daughter's Apple Watch and they DO blame other service providers in Australia for the issue's. There's no way to contact them apart from irrelevant drop down questions which go round and round with no possible relevant outcomes. Try to get a refund from them, no chance!. What a complete waste of money.

Appalling customer support- had to switch providers for a unusable Applewatch – Was an affordable eSIM plan and working well then e-sim stopped working for our sons Apple watch which wasn’t receiving or able to make calls. We checked all settings on the watch were correct at the Apple Store. No truephone phone customer service for home users all support done online. Truephone blamed Vodafone coverage which i know is… Read more

incorrect as my mobile plan is Vodafone with no coverage issues. I rang the truephone business support customer service given lack of helpful email support, who stated there were a number of similar complaints arising in Australia. Truephone didn’t acknowledge formally of any eSIM outages. We didn’t get the eSIM issue resolved. We are switching to a kids dodo plan for around the same price using an old iPhone.

Hopeless – Almost zero coverage. 95% of the time it goes directly to voicemail? We switched to Apple Watch for my kids so we can keep track of them, call them when needed and so they can call us. Would seriously not recommend this for kids, the combination of an expensive apple watch and useless mobile coverage, better of using smoke signals.... Cant understand why Apple wont allow a local telco provider.

Absolute garbage service! Don't do it – I bought an Apple watch for my child to be able to keep track of them and be able to contact them when they are not with me. Truphone is the only carrier that works with the apple watch and I have found their service to be absolutely abysmal!! I can rarely reach my child as the service is so patchy. The "find my" doesn't seem to work at all… Read more

(apparently my child is stood in the middle of the motorway as I write this and has been there since July 4th!!!) Also important to note that you can't contact Truphone for help over the phone. You have to send them an email which is just another frustrating back and forth mess. They will tell you to restart the watch! - yes, the watch that is on your child's arm who you are unable to contact. Expecting children to know to restart a watch all the time is unacceptable anyway. Do not waste your money. Wait until apple allows an Australian company to pair with their watches. I wish we had stuck with our $10 a month woolworths plan and our $300 Spacetalk watch - worked perfectly. I am actually disgusted that Apple recommends these watches/plans for children.

Very patchy service – We are currently using Truphone for our child's Apple watch, and they remain the only service in Australia that supports Apple's Family Setup. The "Find my" location seems to be updated only a few times a day, and I can't get a live location through the day. Text messages can take hours to reach her, and often my calls wont get through either. Very disappointing indeed!

DO NOT USE TRUPHONE – They will steal money from your account long after your service has been cancelled. I cancelled all services with them in September 2022 and they continued to take funds from my account right through to March 2023. I have been trying for 2 months to get them to refund and they just take you in circles and won’t pay the money back. Terrible company to deal with!

Do not go here for Apple Watch accounts!!! – Truphone appear to still be advertising their Apple Watch Family set up and I had heard positive things through a friend whose son has had it for some years. However after our experience this past week I am very dubious that this product still exists. It is definitely not properly supported. Whilst I got help eventually this was because I… Read more

called their 'Business services' number and basically said, you need to help me as nothing else is working. Eventually the account and 7 day trial was cancelled before it was even up. I think we will just need to look elsewhere for this service which means obtaining/paying for a separate mobile phone service and pairing the watch with that.

Truphone no longer supports prepaid customers or top-ups, however – Truphone no longer supports prepaid customers or top-ups. However my understanding is that is being reviewed by the company. I have used Truphone for many years and have found the service great. My prepaid account is still active for my primary number with a small amount in credit. Before travel Dec 2022, not having used my Tru sim for three… Read more

years, I called the company and was assured that I could use apps which would not effect my balance, and receive calls and texts to my Truphone number. As I use an international app for texts and phone calls or email, my Truphone credit has hardly been effected and my Truphone prepaid sim is still active. I connect to WiFi and do not use mobile data. Perfect for me. I have a mid range, unlocked, android phone. I will be disappointed if Truphone does NOT restart a prepaid service.

Doesn’t work, no customer service – Don’t get scammed like I did, Esim doesn’t work. I tried calling them no customer service, emailed them no response Don’t fall in this trap like I did It’s a Scam!!! Don’t touch this company

Can’t get customers support – The Australian contact help number provided does not work. I paid for the annual connection fee for my child’s Apple Watch under family sharing, yet my account shows no record of this. Very frustrating!

Terrible!! Do not sign up! – By far the worst decision ever to sign up for a Apple Watch eSim. Have been charged and no sim provided It’s been weeks and can’t get through to anyone in support! Im doubting it’s even a Real company at this point! Don’t get scammed like I did!

No rural coverage – I tried Truphone to use an Apple watch with Family Setup for my daughter. Unfortunately in the area we live there was almost never any connection. Fortunately Truphone have a 7 day free trial, but unsubscribing from the trial was also not as simple as it should have been. Family Setup would be great on the Telstra network but this seems impossible.

Truphone abandons customs after years of support – Truphone no longer supports prepaid customers or top-ups, leaving them abandoned. They TRULY deserve this factual review, I persisted with their horrible customer service for 10 years and now they dump me! Don't ever think of using them.

Truphone referred to Telecommunications Industry Ombudsman – This company don't respond to customer help. Child's watch stopped being connected to internet. Chid put at serious risk as we presumed watch was connected. Have referred company to Ombudsman.

Woeful non existent customer service – Have tried calling or emailing over 20 times in the past 3 months..still can’t get my daughters Apple Watch which we bought for Xmas to work..truphone is useless don’t bother

If you lose apple watch have to purchase another deal – My kid wiped his apple watch by typing the password too many and the watch made him reset it. Support said i’d have to sign up another account!?!? Needless to say i was pretty baffled. Im just going to pair the watch with an old iphone and go with optus.

Charging malpractices – Note that AUD pre payments are put through a London bank and attract 'foreign fees' in my case $1.50 for each $50 prepayment. These are not provided for in the T&C. In my view this is a malpractice and I am closing my two accounts and reporting the matter to the Trade Practices Commission. Also note the exhorbitant data charges which have become a real trap for those of us using more and more mobile data.

Support are useless – Truphone SIM failed in one phone. Truphone support asked me to try it in another phone, which I did and the exact same symptoms occurred. They repeat themselves, don't read the past history and are not worth the hassle.

As far as prepaid goes it doesn't get any better! – I have been using Truphone for 3 years and cannot fault it. I originally bought it for my own travels, but find it is a great bit of hospitality to overseas visitors to lend them phone and not have to worry about cost of calls. I am now seriously considering swapping my regular phone to Truphone. Cannot fault the user support I have received, even if the accent may be a bit strong sometimes

Great service for phone calls – I have used Truphone for phone calls only for the past five years and have had no problems at all. I lost my first phone with their sim card and they replaced it very promptly at no charge to me. They did tell me that to keep the sim card active the phone had to be used at least once for a call each month. No problems with topping up my call… Read more

balance with my credit card. The only on my last top up I was charged an extra 50 cents for an international bank charge. With a call charge at 9 cents a minute in Australia and the main overseas countries, I will be keeping with them.

Excellent call rate within Australia to International and within some International Countries – Call rate of 9 cents a minute to call within Australia, same rate of 9 cents a minute to call USA Same rate within UK, Germany, Holland, Spain, USA, Hong Kong. No Flagfall, Plans or Contract for Personal use. Data rate is 9c MB. Phone Help service is excellent. Reasonable set up Sim cost of Aud $30.00 includes $15.00 credit.

Shocking customer service – I tried to use a sim card which I purchased in 2011. I have been using this sim card every time we travel. It has been 14 months since I last used it and Truphone deactivated it and wiped my balance but my user account is still valid. I did not receive an email to advise that my sim was going to be deactivated or my credit would be deleted. I… Read more

asked Truphone to activate it. They advised that they can not (although the phone number is not reused). They wanted me to purchase a new sim but it was going to take 6 - 10 days to issue a new one which was too late as would have already left the country. The Manila operators are totally useless. They just keep reciting the terms and conditions, over and over again. The pre recorded messages advise to stay on the line and give a one question survey. The Manila operators do not hang up to allow you to give this feedback. I requested to be transferred to a manager but after a long wait, I realised I was not going to talk to a manager and I was not going to give feedback either. The Manila operators made NO effort to reactivate the SIm but just wanted me to buy a new one. The first operator insisted I used up my credit but I am sure I never did. I requested a transaction list (online 12 month is available) but my request was just ignored. It is so sad because Truphone have a great product BUT the service is appalling. I had no issue purchasing a new SIM but due to time restraints this was not possible. I originally purchased this SIM on a Qantas plane but not available anywhere now but online talking to incompetent operators.