Moose Mobile Reviews 316

I paid extra for express shipping (2-day delivery) and the SIM card still hasn’t arrived after 4 days.
Moose has not responded to my emails. I ended up having to buy another provider’s SIM just to stay connected. Very disappointed — paid for a service I never received. Requesting a full refund for the plan and the express shipping.

Contact is too hard, 1300 566 673 Nobody pick up phone, and email need waiting for over 1 week. too hard for us.

I was disappointed that Moose Mobile automatically changed my plan to a more costly one. This is the first time I have had a phone plan changed by a provider. That was the main reason I left. Another concern was their handling of mid-month cancellations. If you leave partway through a billing cycle, they don’t refund the unused portion of the month. I find this questionable, as you’re essentially paying for a service you’re no longer receiving. I am not sure if that is legal.

Absolutely crap. Can't get help on phone. Can't get response on email. Been trying for 2 weeks. Shows how shit they are! Cannot get decent rece8in ballarat. I want to change companies but forgot what I have with them. Oh well I'll just cancel anyway. They eff up too much especially 000 problems. As a senior I rely on that. Goodbye.

I called them to ask why I needed to verify my address when they already have that information. 43 minutes on HOLD.

Good if your after the cheapest possible plans although I personally just switched providers because I found that them being a super unsophisticated carrier meant there was a lot of friction to get certain niche things done. Eg: I was travelling overseas alot, to even just turn on roaming I had to call customer support... couldnt do it with an app or anything, then same again to be able to receive texts whilst I was overseas had to call support to get that enabled too. Secondly their customer support can hardly speak english... multiple times I had to ask them to repeat themselves because I couldnt understand what they were saying... This was across multiple support staff too not just one person.

All of this friction caused me to pay the extra to switch to telsta. If you simply want a cheap plan and are planning to stay within AUS go for them but anything else I would not recommend.

waiting on hold for one hour, service is slow,.. speeds up after 30 seconds to only half of speed paid for in full. Seriously shocking service. No recommended.

Moose used to be great, then good, now completely useless and one star is one star too many and customers calls are not important to Moose, annoying them with excuses and false promises is.

The TIO said customers have to try to resolve their complaints with the providers. So since I still couldn't get hold of one of The Australian Call Centre managers (I didn't mention the Australian call centres manager name to protect him the embarrassment of this situation) at least 7 times since Thursday morning he is at lunch, he has gone home, he is talking to other customers and he is not available until Monday as he is unwell (Just say he doesn't want to talk to me) to discuss my many complaints.

I have lodged a complaint with The TIO.

Very underwhelmed after reading many positive reviews. Signed up online while there was a bonus data deal in place. Purchased 24/06 with the website claiming it would be dispatched in 1-2 days. It was finally posted 3 weeks later, with me needing to chase Moose to ask where it was. The guy on the phone was pleasant but said “we have no SIM cards, I don’t know when you will get it”.
It arrives finally, almost 3 weeks later, but I was under a mountain of work and didn’t have the time to activate it immediately. (Also note, it arrived packed in a standard AP envelope with not one bit of documentation inside: just a sim in an envelope: no instructions for activation). I finally request activation on 31/07…. To wait until 09/08 for this occur (I repeatedly checked the status of it for a week, then just decided to give up and not use it). I was the charged again via Paypal, so decided to give it a go since I had just paid more money. I call them up to port my number over and they tell me if I want to port my number over I have to buy a new SIM card and tell them from the get-go that I want to port my number (I believe I had already done this but the guy on the phone said the SIM card I had ordered was a “fixed” one that could not be ported. So they wanted to start the whole process over and have me order and wait for a new sim to be posted!! It was now two months in, and because the whole thing had taken so long, the bonus data was no longer on offer. I decided to cut my losses and cancel my plan. Nice exercise in wasting time the whole thing was. Customer service were always friendly and easy to get a hold of but it seemed like the whole thing runs on the smell of an oily rag and it was all a bit too difficult in the end! Email comms with updates about status of order etc were minimal. Gone back to Boost which is only slightly more $$$ but has the rock solid Telstra signal to back it up.

Genuinely shocking and apathetic customer service and absolutely terrible NBN. They genuinely do not even try.

From the day I connected, I experienced 1 to 4 drop outs an hour in my NBN connection. The drop out would happen at unpredictable intervals, somtimes 5 minutes apart and sometimes half an hour, and take on average 3 minutes to reconnect.
I called Moose a few times. After a couple of calls, I pushed for an NBN tech to come out. One of the tech support guys made an appointment for an NBN tech to come out if their investigation found an issue, and that I would be notified either way. Neither of these things happened. When I called again, I was told it was because the investigation found there was no problem. No reason for why I was not notified of the outcome, or informed I did not need to be home at the arranged time. I was later told by another tech support guy I spoke to that an NBN tech would not come out because their investigation found no issue, but when I asked what would happen then if the next thing he told me to do (trying to prove to me that my hardware is the issue), he told me that then the NBN team would investigate... when I said that I had been told a few times that this was already done, and I had been informed nobody would be coming out, so this was circular and not likely to be of much help, and pushed to know what would happen to resolve the issue if I did what he asked and it also did not work, the tech support guy became tetchy with me and behaved as if it was unreasonable for me to expect there to be some actual assistance aside from fob offs.
I ended up cancelling my service. When I called to do so, the very chirpy man on the line did not bother to ask why I was cancelling it. The kicker is that since the moment another provider took over, I have not had a moments drop out.

How could this have been improved upon?
1. If someone has called multiple times about an issue, send a tech out.
2. Tech support would ideally understand that clients are paying for a service and have the right to expect that service to be functional. People who call in are not doing so to be difficult, since nobody wants to spend ages on the phone multiple times about a utility that is not working. I suggest that there might be incentives to tech guys who resolve an issue first time around. Send reviews for each call out so they have an interest in doing a good job perhaps. I understand it would be a fairly thankless job, but at the same time, apathetic or next to dismissive service is not helpful.
3. If someone calls to cancel a service, perhaps it would be worth asking why exactly this was being requested - frankly when I called, if I was informed my issue would be taken seriously, a tech sent out and it would be ensured that it would be resolved, I would still be with Moose right now.
4. If the company does not want to send techs out after something like 3 calls, offer something like a tech could come out, but if the problem was the clients error and need not have had a tech out to resolve, then there would be a fee. I would have been happy with this. I just wanted to have my service work and be reliable, and to know there was some chance of resolution at all.

Very impressed with Moose nbn (HFC) transfer.

Told by Telstra my modem was locked to them, moose support said it often worked, sometimes some config changes required. So decided to risk it and gave myself a day incase I needed to go buy and configure a new modem

Ordered via moose site, literally 11 minutes later had confirmation of transfer from Telstra completed.

I was out at the time. When I came home, my devices took a moment but then seamlessly reconnected to the new service via Telstra ("locked") modem. and so far no issues.

I now have twice speed of Telstra for less cost.

Note Moose are a value brand, you dont necessarily get all the functionality - annoying things are;
- different moose portals for nbn/ mobile, need to log into 2portals if you have both
- mobile: cant receive SMS internationally without setting up Roaming, even if you dont want roaming (requires $200 deposit), so you can't receive OTPs
all other telcos I've been with you can receive but not send
otherwise I dont want offers, mailboxes etc. of the 'full service' telcos
I just want connectivity that works and doesnt cost the earth.

I ordered a SIM and paid for express delivery. Was told it would ship within a day (and an email sent with tracking number), and expected delivery was 2-3 days. After 5 days and no email with the tracking, nor a delivery, I contacted them via their email address. I never received a reply to this email, and I followed up 5 days later. Again - no reply. So I called them 2 weeks after the initial order was placed and was assured that the original order had been shipped (but she couldn't access the tracking number). Was told that a new shipment would be sent the next day and I would get the tracking information. The customer service person assured me that she would call me and make sure it was sent. 3 days later, still no email, phone call or delivery. I rang and cancelled my service. I asked the customer service person on the phone to get someone from Moose to call as I wanted to provide some constructive feedback. Still no call from Moose.

Chose moose because of good reviews, but it’s not true! First month having moose nbn was quite good but after that it’s very terrible unable to connect every single day tried everything! Horrible and regret to use moose nbn!!! And nobody pickup the call!!!!!!

The billing is wrong and customer service can not or doesn't answer what bills cover what dates. Two types of bills issued that overlap. Shocking service.

After reading about moose mobile that they are the cheapest, most reliable with five star service, i signed up. As a first time customer, my experience was the complete opposite to what they claim as a business. It took over 3 weeks for a Sim card to arrive. Every time I called up they blamed Australia Post for loosing a large number of sim cards and assured me a new one would be expressed posted out and about should receive it within 2 days max which they lied over and over everytime I called. I sent an email requesting a full refund and cancellation of Sim card, and they completely ignored my request. Also activating Sim isn't a smooth instant service you have to wait another 24h to receive a text message between 9am-10am to reply back with code commence the transfer process. What a headache.I would highly recommend to friends/family/everyone NOT to use moose mobile.

I've now been waiting over 2 weeks for a SIM card that was meant to be part of my daughters birthday present. Poor communication about delay and the date keeps getting pushed back. Not a happy customer!

Don't bother with this company. Their call centre is overseas & they take forever to answer the calls. You will be on hold forever. Then they give you false information. I waited 3 weeks & my sim card never arrived. I had to ring them 5 times & each time they blamed Australia Post & then they were supposed to ring me back but never did & instead cancelled my order. Don't bother with the headaches.

Living in Brisbane I can’t fault Moose Mobile. However, on a road trip on State Highway 1 from Rockhampton to Airlie Beach reception of any form was non existent for at least half of the journey. Both my iPhone 16 on roaming and my wife’s Pixel 9 had no reception for a number of hours prior to arriving near Sarina QLD. Coverage of 98.7% and on the main highway between Brisbane and Cairns this is very questionable.

Stay away from moose mobile, they use parts of the Optus network and are unable to resolve any issue should one arise. I had intermittent issues for 8 months when receiving and making phone calls. I stay in metro area and I had this issue in Sydney, Adelaide and Melbourne.

Error for other user was "user not registered on network". Moose were unable to resolve this and I have now cancelled my contract due to poor customer service and lack of information from their end.

They "fixed" the issue by raising it with Optus, but were unable to tell me what was changed and unable to investigate the unregistered issue.

Speculative but they must have been saving money by not having me registered on the Optus network properly and did not offer any refund or even an explanation or apology for the issues caused by their cheap workarounds.

I was not to know when these issues happened as I received no notification on my end, the amount of vital calls I have missed has caused significant distress.

They used to have good customer service but something has changed in the past year, customer service centre has possibly been outsourced?

Save yourself the hassle and get a proper contract elsewhere.

Moose mobile customer service was way terrible. Its been 30 to 40 mins haven't talked to them. No asnwer at all. What a waste of time and money that I pay for