Moose Mobile Reviews 

Unhelpful and rude. Clearly don't want my business or recommendation to others.
I spoke to an anonymous support technician at approximately 14.00 yesterday (19/04/23) about an ongoing problem with my service - no mobile data. This problem has been ongoing since transferring from a direct Optus product offering to one provided by Moose Mobile as third party provider.

I feel that an excellent starting point for you would be to listen to a playback of the recorded conversation. The technician appeared completely devoid of apology, please, thank you, and any form of good manners. He was unable to let me complete a sentence without interrupting me. His overall attitude was aggressive and hostile. This seems to me something that you should be evaluating as part of your recruitment processes since relationships with customers is key to your service provision. Also, ongoing monitoring of performance is there to identify deficiencies, remedy them, and evaluate the need for improvement which is ongoing. Good service provision, "customer centricity", “the customer journey”, etc are all tangible concepts and should not be just used as marketing rhetoric.

The technical issue of no mobile data capability isn’t being solved by continually repeating a prepared script to “reset network settings”, etc or send me a copy of the same script. My direct Optus product was working perfectly satisfactorily prior to changing to you as a third party provider with the same carrier. I have not moved overnight or changed where I am travelling to. In one of the previous conversations (there have been four), it was suggested that I live in a poor signal area. I don’t, and in any event the problem is with mobile data.

I am now making arrangements to transfer to Vodafone who will charge me more, but hopefully I will receive a working product and proper customer service.

Tried moose SIM plan for iPad but had no connection right from the start. It seemed SIM was inactive but told by moose it was activated. Tried restarting tablet, resetting APN and even tried speed check apps which (all 3 apps) returned "please check internet connection"
Submitted ticket twice and no response yet.
For $8.80 expect to get crap.

NOT TELSTRA.
Thank you Moose Mobile for all your assistance with my iPad and mobile phone. It’s nice for a 70 year old to be able to ring and speak to an operator and not being put on hold for an hour.
Not only did they greatly assist but the three different people who assisted actually listened and resolved any problems I had. Will soon switch my home phone and internet to Moose.
BYE TELSTRA

Would give zero stars if possible, just received my first bill on my $8.80 plan only to find that I have been charged over $40 for the month in excess data charges and considering that all my data usage is through Starlink I find it highly unlikely that I would have data usage at all. Rang Moose to explain but they didn’t want to know the customer concern.

Very happy with this company. Nice prices everything worked well since i got it few months ago, i did have 1 small issue since i moved from telstra but nothing bad and managed to get everything good. since then i've had no issues. i'll stay with Moose mobile

Awesome value. It's cheap and it's on the Optus 4G network with plenty of data.

I have been with Moose Mobile for a long time and have found it to be a great mobile provider.

I would recommend Moose Mobile to anyone else as it is so flexible.

I've been with moose for my mobile for over 12 months now. I was dubious to make the move from a big telco but am so happy I did. Reception is amazing. My husband and I went to Cairns a few months ago and there were some places he couldn't get reception with Telstra and I did with Moose! No drop outs. I wouldn't know I wasn't with a major provider. All this at 1/3 of the cost!

I receive too many scammer calls and spam texts.

As with many companies now, plenty of promotions aimed at new customers but not interested when promotion finishes. Can't offer you another deal, not interested

When I first moved to this company it was one I had never heard of but I'm so glad to be part of this company.I have never had a problem or dropouts since being with moose and their pricing is quite competitive..I would recommend to anyone looking for a great deal to try Moose as your mobile server

I started with this firm 1 year ago and have had no problems at all. Even got coverage when recently visiting Northern Territory. Now all my family have Moose Mobile for their phones. Great value and same coverage.

Great telecommunications.. great price.. great payment process

Very happy 😃 with the service for the past year . Being a pensioner your price are just what I needed in this time of uncertainty . I thank you so much . I have tried to get my friends to change but they are old school and don’t like change . Thank you once again

Really good value for money. It is cheap and the service is great. Of course you don’t have data on rural areas, but nothing unexpected. I never had an issue a part from that

Not the best value, bad accounts system and even worse customer support. Let's explain further in that order...

Firstly (value), they have less data for a higher price than Gomo, the Optus owned equivalent of Moose (who uses the Optus network as a MVNO). Both have unlimited talk and text. Data and international calls are their main difference.
$14.80 (outside of a contract/promo) on Moose gets you 6GB, Gomo ($15) gets 8GB.
$23.80 on Moose gets you 25GB, Gomo ($25) gets 40GB. $34.80 on Moose gets you 55GB, Gomo ($35) gets 60GB.
Most importantly for data, Moose data does NOT rollover (it expires each month, used or unused), but on Gomo, unused data rolls over each month up to 200GB (much better value). International calls are also only included on plans over $29.80/month on Moose and only to a limited value, where as Gomo has unlimited international calls to the top 15 countries called in Australia from their $25/month plans.

Secondly (accounts), I was charged data overage fees on a out-of-contract $23.80 20GB plan, despite the only plan advertised for 6 months (February to August) at $23.80 has 25GB. I then sent a message requesting for the overage fees to be refunded given that information (through their support ticket system/website), that took 30 hours to get a copy-and-paste response, another 3 days backwards and forwards, and a refund wasn't given until 4 days after initial contact, after having to mention the ACCC.

Thirdly, and worst of all (customer support), as a result of the bizarre wait on getting a refund for something that shouldn't have been charged (based on what is advertised), we decided to move all 3 numbers we had on Moose to Gomo (initiated before they finally gave the refund). So as the numbers were churned over on Friday the 5th and Monday the 8th of August we asked for a refund for the unused remaining period of the month (given Moose prorata bills by calendar month, which they heavily document in the KB/CIS). The first response came 21 hours later saying they couldn't refund as Optus is paid upfront for network usage, despite the Moose KB/CIS saying Moose prorata bill and never mentioning plans cancelled during the month will not get refunds. After another response from our end and then them trying to point to some pages in their KB (which didn't support their argument against a partial refund), I responded again saying exactly that, but then that was never responded to. A week past and the support ticket was automatically closed without resolution. So I contacted them again, quoting the previous ticket, and still got exactly the same copy-and-paste response as the first support ticket/refund request started with. I responded again, with "Please read the quoted previous ticket, that was closed without resolution, before posting a copy and paste response like all the others in that ticket" (logically). That message was not even responded to over 6 days later, at which point (before the ticket was closed) I contacted the ACCC (Thursday 2022-08-25) and also the TIO (Friday 2022-08-26). I got a message from the TIO on Monday (2022-08-29) that the matter had been logged and they'd contacted Moose. Less than 24 hours later (2022-08-30) we had a refund. So, it took nearly a whole month, and having to contact the regulatory body, to get a refund from a company that supposedly has won "best Customer Service" awards the past 5 years in a row.

Combine these 3 things and it becomes obvious, they may ride high on their "awards", but they don't really give a damn about their customers, anywhere near as much as the publicity they spruik and the awards that their existing customers somehow help give them.

5 Stars all the way. No problems at all with carrier or service. Staff are helpful, friendly & emails replied to as needed. It was also a relief to be able to understand the staff member via phone. Monthly price is great value for what I need & I'm happy to recommend Moose Mobile :) ... Signed up around May/June 2021.

Expensive for such a limited plan.