Moose Mobile Arvostelua 

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 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!

AVOID AVOID AVOID. I have 14 work phones through Moose mobile and 4 personal for family. They are truly awful. They used to be good but obviously cut investment in customer service. I'm currently on hold to them and have been for 47mintues. Their website is also aways down. We will be changing soon

Moose Mobile has the worst customer service of any company i have ever dealt with. I have:

* waited on hold on the phone four times for over 40mins and never got through.

* waited in line on its chat service for over 2 hours and never got connected to anyone.

* it took them 10 days to send me a replacement SIM and to connect it the instructions were to call a number. I dont have a SIM, how am i suppose to call a number, then wait on hold for 40 minutes only to never get through.

* they never return emails

They are truly the worst mobile carrier in Australia. They are completely incompentent and dont give about its customers at all.

I have never been so angry with a company in my life. They really make no effort at all to deal with, take care of or even acknowledge its customers.

Look, before the change recently - I would have said there wasn’t any major issues worth leaving such great monthly prices. Which is why this is a 3 star. The latest upgrade has been such a disaster which is a real shame considering I’ve been with them for years only to be locked out of my own account, not able to speak to help desk, put on hold for almost an hour, then hung up on and finally after I’ve had enough - not able to cancel services with them. What couldn’t been sorted over the phone, turned a loyal customer to its competitors. I’ve had no choice but to go through another provider to have them move me from Moose Mobile to them. I think they’ve also moved from Optus and now Vodafone? Perhaps I’m wrong I’m not sure. But, for the sake of customers still happy with their service, I hope it gets better.

Another faceless organisation. You can't really call to talk to anyone. I had technical issues with the mobile service over the weekend. Tried several times to talk to someone using their 1300 number. Each time I was on hold for at least 30mins before giving up. As I said this happened several times throughout the weekend (during their weekend "support" hours. Thought I'd wait till Monday instead and try again. So far I have been listening to their on hold music for an hour and fifteen mins, still haven't been able to talk to anyone. This is ridiculous! Whilst on hold you get automated messages " that your call is important and you've progressed in the cue". Which is also a concern to think there's a backlog of that many customers needing assistance with their network issues..
Today I tried again and was on hold for just shy of 2hrs and still no one answered. So have laid a complaint with the Ombudsman.

3x 2+ hour waits to get my sim connected over the course of a week with no answer AND they’ve taken my money!

For context I’m moving back to moose after having a good experience with them so I bought a new plan from them a week out of my old plan ending so there was a week buffer for a smooth transition. I paid for my plan and sim and the service couldn’t be connected on the day due to an issue transfer my number. So on Tuesday I called them… 1.5 hr wait time to no answer. I then sent them an email. Wednesday I call to a 2 hr wait time where the call eventually drops out. I email them again, now frustrated.
Now it’s been a week and I haven’t heard from any of my emails, and am on the phone again and we’re over an hour into the wait! They’ve taken my money and are offering the worst customer service and I can’t even get in contact with them! Absolutely do not go with Moose. Unfortunate because they used to be good.
Give me my money back!

Dreadful customer service! Impossible to contact online or via telephone. Had one of their simcards two years ago and they were very good. I do not what has happened recently but are now dreadful. Avoid!

Edited to add: I spent weeks trying to get through to customer service because there were issues switching to a new company, and I had absolutely no luck getting through on the phone or live chat. Super disappointing, I have a feeling they are going to lose a lot of their customers after their recent changes...

I’ve been with Moose for years and had no issues until now. I switched over from Vodafone because they had garbage service, now I find out that Moose has switched to Vodafone!! They also shipped out a new SIM with no warning or information (I just got an email that my new SIM is on its way…. To my old house). Tried contacting customer service, was sitting in the queue for 3 hours before I left and kept my phone nearby for updates. An hour later, they finally responded and then closed the ticket after 15 mins because I didn’t reply (even though I didn’t get the notification for the message until after the chat was closed). Tried again to get through, 14 hours later I still have no reply. The SIM is being delivered today to the wrong address because they wouldn’t help to update it.

Why would you not notify people that the change is happening and to double check their details before wasting time and money shipping out new SIM cards?! I can’t imagine how many people wouldn’t have thought to update their address with their telco because we never get mail from them, now their new SIMs are being shipped to the wrong place. Bloody useless company and awful customer service, I’ll definitely be looking elsewhere.

I have been a customer with Moose Mobile since the early days of the business when you operated on the Optus network. While I was initially satisfied with the service, I am writing to express my disappointment with the recent shift to the Vodafone network.
Unfortunately, the transition has resulted in a noticeable decline in overall service quality. More concerning is the customer service experience — wait times to speak with a representative now exceed two hours, which is unacceptable for a modern telecommunications provider.
As a result, my entire family and I have decided to move to a different provider. I would caution other potential customers to carefully consider these issues before committing to Moose Mobile.
I hope you take this feedback seriously and work towards improving both network performance and customer support response times.

Moose NBN charged me $44.80 twice yet was unable to connect the service. Many emails were sent back and forth with no help from them. Appalling customer service.

We've been with Moose Mobile for a number of years with phone and 4g internet. The service and prices couldn't be beat. That all changed this month when the decision was made to move from Optus to Vodafone. Like so many other reviewers, my phone service became unusable during the sim swap and no way to get help from Moose. After 3 days, I've given up on the company and switched to Boost. Now trying to cancel my service with them but unfortunately they can't be reached. Not good!

Was sent a changeover sim for a supposedly better price than the existing moose sim and now have 2 sims that dont work. Been on hold with no response for a combined 6 hours as well as no response to emails and other contacts. Been 5 days without a functioning phone and now contacted the ombudsman. Next step is to sack them and get compensated for such terrible service.

Want me to change SIM card for a new provider, but the internet site they send you to doesn't work, they don't answer their help support phones (waited over an hour), and the online chat function doesn't get answered either. Have spent days trying to contact them for a change they are forcing on me. Super frustrating!

Absolutely appalling service. I have been with this company for 4 years. Absolute joke. Overdue bill has been paid but not credited to my account. I have spent 3 hours on hold last night. Over an hour this morning. No response to emails or the chat function on their site. No service and no way of rectifying the issue. Absolutely disgusting service.

Doing the SIM switch over to Vodafone what a joke! Should take a few minutes been 90 minutes and still old SIM working. What a convoluted process and Moose not upfront about being Vodafone network. Unfortunately typical Moose.

An absolute nightmare when you want to port away. Its happened before with Moose and other providers trying to port away will highly likely get a reject notice on details not being correct when they are. Its a Moose issue and over the years they do nothing to assist their customers right till the end. So if you sign up then the sting is if you try and port away later.

They do very little to safeguard you against accidental data over use, and if you do go over, they charge you a fortune for it.

Even when I discussed what happened with their support team, they I expected me to be grateful for a small discount, which still cost a fortune.

Absolutely shite swap over to a notoriously bad Vodafone service(was with Vodafone a while ago and the WORST coverage).
Tried the eSIM and that went south. Received a physical sim and still didn’t work. Was on hold for hours to their support team and kept getting pushed out of the queue.
I’m out and heading to my local Optus shop to get my phone up and running again.
Don’t touch this provider.

They switched from optus to vodafone. I got a new sim card that doesn't work. I held the phone for more than 2 hours twice to talk to the same person. Then it hung up before I could reach anyone. My phone number hasn't been working for more than a day, causing huge problems for my business, my banking act. They are simply unreachable. And I'm at a loss because no service provider can retrieve my phone number if it's not active.

First they sent me a SIM then said "Oops it won't work, let's send you another SIM" Then they didn't send it until I sent them 2 emails over an additional week. When it finally arrives I activate it aaaand it's been stuck on activating for another week. I can't get through to anyone on the phone, email, or chat.
Apparently they don't want my money so I'll take it elsewhere while I throw the SIM in the trash and lose my initial months credit I can't use.