Moose Mobile レビュー 315

Customer service wait time is appalling! Every time I try to phone I'm on hold waiting for over 30min & have no choice but to hang up. They also do not reply to emails in a reasonable amount of time for eg: I've currently been waiting over a week for a response as I gave up trying to phone.

While the price & data are fantastic the customer service wait time is absolutely appalling! They clearly need more phone staff but are clearly doing absolutely nothing about it. So disappointing that they don't care about customer service.

I would like to actually give 0.. that is how bad their service is. Am trying to port my number based on my current plan being prepaid and my new provider is unable to get an approval for the transfer. Moose mobile claims that my plan information ( pre-paid) is incorrect, which is not the case. Their mobile app never works. Call wait time is so long. They do not have a dedicated cancellation number and really do not know what to do. Best not to sign up with Moose.

their NBN service is disgraceful. It buffers constantly, WiFi calling drops out but when you do a speed test it shows no issue. the issue is they buy a small bandwidth from NBN so although speed appears fine when traffic is high the reliability is rubbish. And good luck getting any help. They don't even answer their phone and are completely based off shore even though they say they are in Australia. Don't waste your time.

Moose is a scam
They over calculate your data usage so can then slug you for excessive data use
Try to contact them to complain forget it

Moose has been terrible for us.
Codes to pay won’t work on the due date then get charged an overdue fee. Calling them takes at least 45min before you get a human being. Then they deny and you have to pay it anyway.

I originally had a very frustrating experience trying to activate my SIM and port my number. Support was slow to respond at first and it took a while to get help, which is why I’m giving 4 stars instead of 5.

However, once my case finally reached the right support team they resolved the issue and set up a new number for me. The SIM activated properly and everything is now working perfectly — calls, SMS, and data.

So while the start was stressful, I appreciate that the support team eventually fixed the problem and got everything running.

All the best if you need to call them. Your 6 months half price deal will be up by the time they answer the phone

Terrible experience during my first month (Jan 2026) as a Moose Mobile customer.
During multiple heatwaves, a hospital stay, and being within the zone of active bushfires, my data service was turned off because I had exceeded my plan's limit.
When I tried to upgrade my plan to ensure this didn't happen, I discovered you cannot do so during the current billing period.

So my original $12.40 bill is now $118.25 for going over my data by 9GB.

My phone is not receiving texts, yes I have shut the phone down...Endlessly on the phone over 45 minutes, I had to hang up...probably useless OPTUS. Please contact me back...I will try your social media

I have been a Moose Mobile customer for over 6 years, but this has been one of the worst customer service experiences I’ve ever had.

I lost my SIM card while overseas and urgently needed a replacement. I sent multiple emails, submitted online requests, and even tried calling customer service using international roaming. On one occasion, I was kept on hold for over 7 minutes before I had to give up.

After returning to Australia, I tried calling customer service more than five times, with each call lasting over 30 minutes, and not once did anyone answer. There is no call-back option, no effective email response, and no real support channel that actually works.

Despite having no SIM and no service, Moose Mobile continues to deduct money from my account. I have no way to replace my SIM, no way to speak to a human, and no way to resolve this issue.

For a long-term customer to be treated this way is unacceptable. If you ever need real support—especially in urgent situations like losing a SIM overseas—do not rely on Moose Mobile.

I will never recommend this provider to anyone

I thought my last company was the worst, I was so wrong, Moose is a hundred times more worse and very sneaky, U WILL ALL LEARN FROM EXACTLY WHAT IM SAYING, IM JUST TRYING TO WARN THE PUBLIC. They over charge so often just take money at will all other companies slow there internet down if data runs out. They do everything possible to steal money, they make u reset your password every single time u use to open app so u can't even see what's going on, all other companies Biometric finger print, every possible trick they can do to steal more money, it's a disgrace to any and all phone companies in Australia MOOSE MOBILE IS A DISGRACE.
PLEASE BE WARNED DON'T GO THROUGH THE SAME NIGHTMARE ITS NOT WORTH IT, LOW FEES AT START, TO SET U UP FOR STEALING FROM U. THIS IS NOW THE NUMBER 1 WORST COMPANY IN Australia (phone companies)(and I've tried a few)I left today, thank goodness this company is out of my life FOREVER, I Learnt my Lesson, and am warning the General Public, JUST DON'T DO IT!!!! YES IM YELLING BECAUSE U MUST LISTEN.....

I have now twice had to pay their monthly bill with no account sent to me per email. I asked why this happened with an email demanding an even higher amount with no explanation! Since the amount changed slightly from month to month, I paid the exact amount but now it's just numbers out of the thin blue air!

It was supposed to be prepaid and I payed upfront every month on receiving a bill for the next month. The last bill came and I told them to cancel the service as it was so bad, I even got a reference number for the cancellation. Instead of cancelling the lousy service they helped them selves to my credit card, the card they said they needed for ID purposes only when I signed up. The service is so slow you can not stream anything and most mornings it is less than 2mbps. For nine months they have been saying they would fix it and never have, so Liars and Cheats they defiantly are now!

Moose has the worst international roaming terms I’ve experienced. They require a $200 upfront deposit just to activate international roaming, which is completely unreasonable. Other providers typically require a small payment (around $15), and you can then use roaming until your data or minutes are exhausted—often valid for up to 365 days.
Because of this policy, I’m now stuck overseas without able to receive bank sms from Australia. If you are someone who travels overseas, do not take a Moose connection. You will likely end up in a stressful and unnecessary mess when you actually need roaming.

The service is fine and the price is too but forget about ever getting anybody on the phone. I spent five months wanting to upgrade my plan and after innumerable times waiting on hold for an hour plus I have given up. Changing providers.

Bought two sims neither of which seem to work. Ported my number, my old account went out within hours but new one didn’t work. Didn’t have a phone across Christmas and I’m a single parent so that’s been awful. Took me 4 days to get through (they don’t do online chat support so I had to go to a pay phone bc they weren’t replying to my emails) to be told the issue was definitely my phone. Went through days of troubleshooting, even fully wiped and restored my phone which is a nightmare (Still don’t have access to many apps as they need sms verification). After many emails and calls they still don’t accept the issue is there’s even though I’ve put the sim into multiple phones and found the same problem. Found a friend with a working moose sim and that works in my phone. They have offered to send me a new sim but I need to go on a long drive in a few days and it won’t arrive in time so I want to just transfer my number to a different provider. Of course I can’t even do that because that would require sms verification. I can’t actually believe this could happen and that their service could be so incompetent. The condescension and gaslighting is so maddening and stressful.

Never had issues with the connection but recently tried to get in touch with customer support for several days and been waiting for over 2 hours unsuccessfully. I’ve now given up on them. For that reason I wouldn’t recommend moose mobile

Service was fine, but support was a freaking nightmare.

When I went overseas I wanted to receive SMSs. To do this, they charge a $200 holding fee in case you rack up any bills. You can't activate roaming from the app, you have to contact support and it took over 7 days. Same applies when you get back home and want to deactivate it to get your money back, only they told me to email them back in 30 days time to get my money back.

Flat out not good enough.

Disappointed for two reasons as a long time moose mobile client. Just spent almost 2 hours on hold to eventually get put to an Indian call centre when it says speak to our Australia based team? Which in the past has been quick and easy conversation with their brisbane based team.
Secondly without notification they have changed the contracted plan of $15 a month to $25 which isn5 what I signed on for?.
Was also told that even though I have two phones billed for myself and partner that I needed her to be involved in the conversation to set up a seperate direct billing from her account. For SECURITY reasons apparently even though as the main person for these numbers it should be up to me to organise this billing and direct debits!

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.