Moose Mobile Reviews

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

I was asked by Trustpilot to give Moose Mobile a review. To be honest, I'd forgotten who my mobile provider was. I choose Moose Mobile for the great price. I had no frustrations changing over, and haven't thought about my mobile service since. That's the way it should be.

Moved to Moose following Optus price hike...my wife is now moving to Moose now that Optus are increasing her account by 100%. Thanks for a fair and reasonable price.

Moose is a great company as a mobile and internet provider. They offer an Australian owned, affordable and efficient service with no lock-in contracts, powered by Optus and a 1300 number for support. I have two accounts with a special deal for six months saving me money. I hope they continue to give these great offers.

I signed up with Moose Mobile over a year ago. The whole process from start to finish was simple and clear. Their Customer Service was polite and helpful. They email the monthly invoice and so payment never gets behind. I'm on a plan that suits my needs perfectly. There's ample mobile coverage. There's really nothing to complain about. A smooth and hassle-free arrangement! I'm staying with Moose Mobile.

I've been with these guys for years now and they are very reasonably priced. Never had an issue, highly recommend. Bills always correct and if I do ever need to call them, Australian call centre with folks you can clearly understand. Runs on the Optus network 🛜.

Good price Good service, having dealt with telstra and optus,moose is the one that's no hassle, I would recommend moose for sure.

ease of transfer from previous supplier and happy with the costing do you offer discount for loyalty after honeymoon period ?

I rang customer service to check if my current Moose Mobile account is for May. According to my calculations it is, but the first young woman that I spoke to was quite adamant that it wasn't. I tried to get her to understand why I'd come to my conclusion and she just kept saying that NONE of any of Moose accounts are in advance. She just wouldn't listen and kept talking over me. As the conversation was getting a bit more heated, I told her I wasn't going to discuss it with her further and was going to get my accountant to check it and hung up. I rang again and spoke to a different person. I didn't mention that I had already rang prior, even though I would assume there would be some record of my previous interaction. I simply asked the question as to what this current bill is for and was told that it was for May 2025.

In the past 18 months that I have been with MM I have never experienced a single problem with them. Everything has worked as expected - internet, phone, text. Okay I’m stuck with 4G, but at this price who cares! I’ve tried 5G and it’s not much faster than 4G. I’ll stick with the savings and Moose Mobile’s 4G.