Moose Mobile Arvostelua 

they are trying to move their entire customer base from Optus, across to the Vodafone network. did not plan the migration well. I just need a new SIM card so I can port over. there is no self service method. takes 90 mins on hold to get to speak w customer support. recommend you wait until they fix this issue before you considering joining them.

Moose mobile should go down as the worst service in the history of the mobile industry
After days and hours on on line chat and a dozen of emails from travelling overseas while my husband for the entire weekend on the phone to their call centre - they never pick up

I wrote this last email to help us port out so that we are not stranded while travelling
————————————
Please unlock both of my numbers to port out so that I can park my numbers until I return to Australia

Please help me!!!!!!!!! By allowing my two numbers to port out ✅without the SMS verification code because I’m unable to receive SMS while travelling overseas.

I have written over 10 emails and been on On line chat for days and hours
I will take legal action if you do not address my situation
✅The amount of anxiety this has caused my daughter is beyond description

Please take immediate action by allowing my numbers to port out by either giving us your 24 hour roaming service to get the verification code or by unlocking numbers to be allowed to port out without the verification code as I also spoke to a representative Ms Anna Brooks about my situation extensively
She promised to take care of it before leaving work but it’s still not resolved

If Moose mobile is reading this my latest ticket number ( I have so many they issued but never replied or resolved) is
425315

Please help

I got to experience the last of Moose when it was good. I feel fortunate that I did, RIP Moose. I feel so disappointed, the sudden change of service provider (Vodafone) and scrambling Sim transfer was mind boggling. Understand that the goal is to remain affordable with the competitive prices, which is what appealed to me but at the cost of insufficiency and unreliability. Noticeably there was a significant shift in quality with terrible data speed and barely got any bars to make calls or use basic internet/apps. I've experienced so many drop outs since the change over. It's disappointing but if you are looking for cost effective it's good, if you want reliability and quality of service look over there.

I have been a long time Moose customer without issue until this migration to the Vodafone network. Like others have said it is a complete disaster and has been absolutely mismanaged.
Endless error messages when you try to follow the steps given, hours spent on hold unanswered, chat bot doesn't work and emails aren't responded to so customers are absolutely stuck with zero options to resolve issues created by a migration forced upon us.
I'm in the process of joining another network but to close my account with Moose I'll need to phone them and will not be able to get through. Next step is contacting the Telecommunications Industry Ombudsman.

Why did they switch to Vodaphone. Have 2 phones with them and have only received error messages when trying to activate the SIM’s. Total disaster. Have sent email but not holding my breath. How to destroy a successful company in one easy swoop.

If it was possible to give no stars then Moose Mobile would earn it!
In metro barely 2 bars of reception and internet doesnt work! If you have spare hours's's call them. If you send an email they say they'll get back to you in 48hrs.
If you want a mobile provider that works dont use this one.

I have had no service for 3 weeks now. Since I updated to the new SIM card. I have tried many times to contact moose with no luck. Moose, please stop taking money from my account as you are not providing a service.

What absolute rubbish. Can never get a hold of them. Don't answer emails. Once you connect to them they make it impossible to disconnect because you need to call them ( good luck with that, make sure you have a few days to wait on hold ) you get what you pay for that's for sure. Never again... Avoid

Have been with Moose Mobile for nearly a year and no problem on the Optus network, had really good 5G speeds.
This week I switched over to their Vodafone network and the 5G speeds have ben awful, I can't listen to a podcast or streaming music without it buffering every 10 seconds. Am not happy with the switch.
I haven't called customer support yet, as looking at the other complaints I don't feel like wasting 2 hours of my life on hold.

★☆☆☆☆ 1 Star

Absolutely appalling customer service.

I have been trying to get a straightforward issue resolved and have been unable to reach this company through any of its customer service channels.

Emails go unanswered. Phone calls either do not connect or involve hours of waiting before the call disconnects. The online chat is completely broken — I spent two hours waiting, only for the estimated wait time to repeatedly reset just as I was getting closer to being connected.

I also escalated the matter to the Head of Customer Service, and that escalation has been met with complete indifference. No meaningful response and no resolution.

This is not a minor inconvenience. Customers need to be able to contact their telecommunications provider when they have an issue, particularly when travelling overseas and needing something as basic as international roaming activated.

The transition from Optus to the Vodafone network may have presented operational challenges, but that is no excuse for having email, phone and online chat effectively unreachable.

A telecommunications company that cannot be contacted when customers need assistance has a serious customer-service problem.

One star is generous.

I have been a a happy Moose customer for many years but current customer service is absolutely appalling. They are currently changing over to another carrier. Activation of the new SIM simply did not work, failing at the final step with a message to phone their support number.
One week later and several unanswered phone calls, each time stuck in a call queue, plus two unanswered e-mails. Now they have charged my credit card again despite me cancelling the service and moving my number to another mobile provider. Just not an acceptable way to treat customers.

Frankly if they bothered to ask me i would have been happy to pay more and not have the carrier change.
Same story as most of the others ... new sim sent, zero service to help connect, to top it off my old sim was destroyed so i had zero option to even port my number over to go back to OPTUS..which i left because they sucked...Thanks Moose for teaching me what sucking really means. emails ignored 3hour wait times on phone with no answer and fake chat timers that keep resetting back to never. Love the email telling me i have 5 days to activate my sim tho and the bill for non service .. Hope you enjoy my old bankcard details for future bills moose? Gone back to optus ...i hear the coverage at least is better than vodophone so I may as well get that right.

Since Moose Mobile has changed it's provider who's apparently Vodafone I am not surprised with the drop out, lost of connection. I do NOT recommend using Moose as Vodafone in my experience with their services over many years has been nothing but trouble so I leaving Moose for a non Vodafone provider

I would say minus 1000 but you dont give that option. I am currently in my second day of no mobile access on my personal phone due to the new sim I have been required to activate failing and after over 5 hours of trying to solve this debacle via 3 calls to the "australian based" call centre (minimum waiting time on each call was just over 1 hour) I have been lied to regarding the process on each occasion - including whether my phone was compatible with their esim, told I was connected when I clearly was not, told I would be called back on another number and I wasn't, put on hold for almost 30 mins with no-one returning to the call etc etc etc - it's a total circus - how did this company ever win any awards - something is not right - DO NOT ENGAGE WITH THIS COMPANY - AT ALL - EVER

Have urgent problem about authenticator, so I am ringing the contact number as instructed on the web site....still waiting online after 1.5 hours being told every minute how I am progressing in the queue. For security it will be quicker for me to port my number elsewhere.

STAY AWAY FROM MOOSE. Since they have changed providers to Vodaphone I have had no reception at my house and limited reception elsewhere, none if it’s raining. I can’t call 1800 numbers and I can’t call local landline numbers. Support says they will get back to me in 48 hours it took 14 days. I’ve waited on the phone for over 2 hours and they didn’t know how to fix the problem.

The customer support is non existent. Each time I try to contact Moose I wait for connection more than 90 minutes and eventually I give up. After being transferred to the new SIM my accumulated data of 200Gb just disappeared. So I tried contacting Moose via email . No replay. The date of experience shown below is just today's date, but it is not the only time I experienced this lack of communication.

Don't use moose mobile if you don't want to be ghosted or on hold for so long they hang up on you.

Pretty much what the others said is true about their customer service hotline is true, needs to b investigated by ACCC.

Had to troubleshoot the new sim they sent for their recent move to vodafone. Waited crazy hours for both call and web chat. When I finally got someone to reply that person just suddenly stopped replying. Meanwhile they sent an email saying I have 5 days left to complete sim activation or my account is going to b suspended.

These people are fraudulent thieves. They don't answer their phone. They overcharged me and lied about what their charges are. I have lodged a complaint with the Ombudsman about their ripoff. Do not use them. They may be cheap but they will rob you. I'm going elsewhere for my phone account. Maybe the police for the unresolved overcharge???? That'd serve them right.