4,960 reviews
- Pre-Paid Sim Only
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- Post-Paid Sim Only
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- Post-Paid with Phone
AI reviews summary
Moose Mobile receives high praise for its customer-centric support and competitive pricing, particularly regarding its introductory mobile plans. While the technical performance of the Optus-backed network is generally regarded as reliable, the company faces significant criticism regarding phone wait times and occasional billing disputes related to data usage and plan cycles.
Pros
Cons
Verdict
Moose Mobile is a strong choice for budget-conscious consumers who value high-quality, human-led customer service and reliable network coverage. However, prospective customers should be prepared for significant delays when calling for support and should monitor their data usage closely to avoid automated service barring.
Many of the same issues as others relating to the change from Optus to Vodafone since changing the SIM a few days ago, now fixed. Changed to Moose in February 2026 with a deal to pay 50% for 6 months with the first two days of service being 27 and 28 February. Part of the deal in the change to Vodafone was a extra 2 months at 50%. Told during the… Read more
fix that 27 and 28 February count as 1 month. Rubbish business practice verging on misleading and deceptive, even if it's somewhere in the small print
I have been trying for 4 days to get in touch with customer service, its a joke. We have had new sims thrust upon us by Moose and cannot use one of the phones, the sim isnt working. We have been with Moose mobile for years and never had to get in touch and now we have to can't speak to a human being, what do you have to do to get hold of them Show details
Moose Mobile was once a good company to deal with. A good range of affordable plans and it was easy to get help from customer support. But with their transition from the Optus to the Vodafone network recently, I have received emails insisting that I activate new SIM cards within a certain time or my services will be suspended. Impossible for me to… Read more
do this, but I get no sympathy or even another week of "goodwill" to extend the deadline for activation. They apparently don't want to keep customers. It is the end of a formerly good relationship.
Reviews with attachments
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
Patient and clear instructions and help from James. Now have a working phone number.
Patient and accurate very supportive and knowledgeable technician. Thanks heaps
⭐️⭐️⭐️Cheapest plan I could find with a really good data plan. I don’t think anything beats free data for half a year. Customer service has been good, they know their stuff. Might even get NbN with them soon, because even there the prices are competitive. Good job Moose!
Spoke on the phone to a great bloke named Tony just last Friday. He assisted me in all my mobile needs, setting up, connecting, service, establishing a line, receiving and sending data, 5G for speed needs and 4G for back-end redundancy, storage, online services, account management, social media, and the like. I highly recommend Moose Mobile for all things Moose! Cheers guys. Morton. Show details · 1
Andrew handled my enqirey promptly and solved the problems fast . 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.
I have been trying to contact this company for days. No one has answered after hours on the phone, they’re sending emails about how if I don’t change my sim over they’ll delete my number, it won’t work, I try to call, they don’t answer. Going in circles. This round I’ve been in the phone for an hour and a half with no answer… Show details
Moose Mobile is an Absolute DISASTER! Forced Network Switch Ruined My Line! I deeply regret staying with Moose Mobile. They forcefully emailed me to port over to their new Vodafone network. Sending the new SIM card was the only thing they did fast—everything after that has been an absolute nightmare. The new SIM card DOES NOT WORK AT ALL,… Read more
leaving me with a "No SIM" error. Their customer service is virtually non-existent:
- Yesterday: I spent 1.5 hours on hold trying to reach them, and NO ONE ever answered. - This Morning (9:00 AM): I tried calling them right when their office opened, only to repeatedly get an automated message: "Your call couldn't be connected." - Email & Chat: Sent emails and tried live chat—received ZERO response or help.
Leaving a customer with a dead phone line is unacceptable. What if there was an urgent emergency or an important call I needed to take? They completely cut off my communication without caring about the consequences.
I desperately want to switch to another provider and keep my original number to escape this terrible service, but I can't even port out properly because my line has zero service to receive confirmation SMS/OTPs!
I had to buy a temp SIM from Everyday Mobile for emergency use, and that line was activated INSTANTLY without any issues—showing just how bad Moose Mobile really is.
IF MOOSE MOBILE CUSTOMER SUPPORT SEES THIS, CONTACT ME Customer ID (# 2281469) IMMEDIATELY TO FIX MY LINE!
Moose Mobile aggressively pushed me to switch SIMs, ruined my service, and completely abandoned me. Zero accountability and hands down the worst customer service ever. AVOID MOOSE MOBILE AT ALL COSTS!
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Another complaint about this botched migration... 1. No notice that they're migrating to Vodafone, just send a new SIM and say "go ahead and change over". No option to opt out. 2. Migration worked ok, but internet is unusable. Completely rubbish. 3. Trying to cancel my service... 2hrs 15 minutes on hold this morning, then answered by a dead… Read more
line. 4. Online chat is now 1 hour waiting, and the wait time gets longer and longer. 5. No way to remove my payment details from the account - portal says there's no billing details on file, yet they've been charging me.
This is seriously not good enough... TIO complaint incoming. I encourage anyone else in this boat to do the same - every complaint will cost them money and force them to act. This is absolutely ridiculous!
I transferred my new SIM yesterday and while phone and internet are working, internet was very sluggish today. I work with clients during the day and this is not good. Does anyone here know what's going on? Show details
Hi James, We're sorry to hear that you've… Read more
Pathetic service with an arrogant management who couldn't be bothered. If you're going to migrate everyone from Optus to Vodafone, and you only have 3 staff members (I'm assuming) why not give explicit instructions on your web page for everyone, instead of forcing us to phone you, knowing full well that the wait time is several hours at the very least because you didn't really plan for this at all. I'll be finding another provider. Show details
Hi grand m, We're sorry to hear that you've… Read more
Similar to reviews posted below on the migration from Optus to Vodafone network, we were really disappointed with Moose. When we first launched in 2023, customer service was prompt to answer our calls. This year, the customer service is awful. Firstly, I'm on hold on the phone for 20 minutes. I want to ask where the physical SIM cards were… Read more
delivered - in the Moose portal and emails from Team Global Express, they went to our old residential address. Never mind, we wanted e-SIMs. Secondly, we thought we could choose either physical SIM cards or e-SIM before Moose decided to send a physical SIM cards. Instead, they sent physical SIM cards anyway! What a waste of resources. Finally, and the last straw, is that we both opted for e-SIM. One of our e-SIMs migrated, but the other one had the message: "There was an error. Something went wrong migrating this service. Please contact us or try again." We tried for 5 days. Then both of us called 1300 566 673. MULTIPLE TIMES. I myself held on for 30 minutes and gave up, and one of us was on hold for 1 hour. Enough is enough, Moose. Your customers will start to leave with this kind of ridiculous service. We shut up when you decided to increase the price by 3 times. Even with a mere discount for 6 months after the integration, we have lost trust in your service.
Hi, We're sorry to hear that you've experienced… Read more
Absolutely terrible! I’ve tried 5 times today to call them and waited hours on hold, emails bounce and I’ve been waiting on chat for hours. After being told the eSIM would be a quick process, my business phone had no service today. Not only an inconvenience but loss of income. Disgraceful company. Avoid!
Hi sargrbr, We're sorry to hear that you've… Read more
Latest follow-ups
I wish customer service is more prompt. There seems to be a 20 minute wait on the phone. It should be less. Phone handling inquires should be done quickly from the call centre. It can be improved. Either way I was able to sign up to very cool mobile deal which fits the budget.
Follow-up · Signing up was straight forward. Call quality still needs to be improved. Needs to be more clear. The waiting time for an operator to get back to me should at least be under 5 minutes. Not 45 minutes. They need to have staff Allround. The deal was for cheaper mobile plan as my previous provider started increasing their premium
I phoned Moose mobile about an issue with my account today. I spoke with Kevin who in no time resolved my query. Kevin is an asset to Moose Mobile, he was polite, softly spoken and resolved my issue in no time. I am a very satisfied long term Moose Mobile customer and got my wife to change to Moose this year. Thank you Moose Mobile Show details · 1
Follow-up · My wife also signed up with Moose. We have never had any complaints or issues with Moose Mobile. and can recommend Moose to everyone.
talked with harry resolved my issue very good service thanks harry.....after 2 weeks every thing same this harry did nothing wasted my 2 houirs on phone and told me to give good review
Follow-up · i checked again harry did nothing i spent 3 hours every day for 3-4 days with another harries odered new sim when received will go
Positive reviews
I’ve been trying to contact you since last week without any response. You sent my SIM cards to my old address by mistake, and no one has replied to my emails. Could you please look into this and get back to me as soon as possible? This issue is quite urgent. REQUEST NUMBERS 403999 406712 409680 Show details
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I find Moose amazing value. So much data and munutes etc. My account transfer to Vodaphone was a surprise, but has been seamless. I would have liked a little more forewarning and some dates about what would happen when. But ultimately my sim arrived, and the instructions were clear, and it all worked fine for me. Show details
Have been calling twice and on hold both time for over an hour. no one answer. Also no one replied my email that was sent last week. *Update: I have received a call from Marcus (if I remember his name correctly), and he was able to resolve the issue for me. I have to say, I’ve had nothing but an amazing experience with Moose, especially with… Read more
their customer service. In the past, I’ve found customer service from other providers to be quite disappointing, so Moose is one of the few providers where I’ve genuinely been impressed. Their responses have always been very quick, helpful, and polite.
I understand that this must be a particularly challenging time for them, with a sudden increase in enquiries from customers about switching to Vodafone. I hope they can manage the increased demand while still being able to respond to customers’ questions efficiently.
I’m glad my issue was eventually resolved, and I really appreciate Marcus taking the time to help me.
Negative reviews
Been with Moose for years, paid on time every time, rang once well over 1 year ago in all the years with them. Currently on $40 p/m, 100gb p/m plan, 200gb bank. They changed their provider from Optus to Vodafone a little while ago. BIG mistake! I recd the sim, went to my sons home 31.7.26 (I'm older not tech savvy) he put in the sim then entered… Read more
the 6 digit code, NOPE FAILED!!
Then tried ringing that night (his mob) NOPE service difficulties! Tried ringing today 1.8.26 via work mobile still waiting at 1hr 26min!!! Took pics and vid.
I now give up, keep it!!! Now going with Exetel my son suggested, $40p/m, 130gb plan p/m, 1000gb bank!!
Your customer service is pathetic!! ANSWER THE DAMN PHONE!!
Sadly, my previous review must be superseded by Moose transitioning from the Optus to Vodafone networks. There was little warning provided, and the couple of emails received provide little guidance. A link to a parcel tracking service advises that a new SIM card is being sent, but no indication of expected delivery time. The status of "shipment… Read more
created" has been unchanged for a week. Now I am being threatened with disconnection of service if I don't switch to the SIM card which I have not received. Contacting Moose is impossible - by Chat or by phone. I have spent three hours over several attempts so far, with no success. The inconvenience and disrespect to customers, if they still have any left, is unbelievable!
I unfortunately am with Moose. Inexpensive plans seem like a great idea until you need customer service. I had 3 days on the phone waiting for them to answer and no luck, each day my battery has gone flat waiting. I am on the phone now but it's only been 1 hour so my phone still has lots of battery left. How hard is it to get your account number… Read more
really. The moment I get my details I am out of here. They want me to change sim cars for some reason which is why I am 2 hours on the phone every day.
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Recent reviews
Never had an issue with Moose till they decided to recently switch to Vodafone network. Went from perfect coverage on the Optus network to non existent. Ported out fast.
Since being forced to transfer my sim to the new service upgrade I have lost all my banked data. After hours on hold and chats online - still no answers. I've just been told to be patient and wait for the system maintenance to finish. Then a senior will ring me back - didnt happen. Still waiting for my data - over 10 days now. Pathetic service
Hi Michaela, Your Data Bank balance may not be… Read more (+1 reply)
This the 2nd time in 2 weeks I am having problems..originally I spent 90 mins and 60 mins trying to contact support without getting through. Today my phone says unable to make a 000 emergency call due to software not being up to date ..( Vodafone ) then I check and software is up to date. I restart my phone and still doesn't work on the first… Read more
call..cuts out..2nd time your software needs updating, then 3rd time can actually make a call. . Waste another 30 mins trying to get through to customer support...
Worst experience with a mobile provider. 1/. Answer calls in a timely manner . ( If you cannot answer a customer within a 20 min time frame then your business model is flawed. ) 2/. Resolve the actual issue.
Hi Paul, We're sorry to hear that you've… Read more
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Hi Ko, We're sorry to hear that you've experienced… Read more