Moose Mobile Arvostelua 

Have left an elderly woman with no phone coverage due to their replacement sim being sent and her current sim getting cut off completely, shes unable to call support and has been on hold for over an hour on chat support with no reply at all.

Very disappointed with the service. It’s been nearly a week since I switched to the new Vodafone SIM after the Optus migration, and my phone has only been showing SOS ever since. I haven’t been able to make calls, send texts, or use mobile data.
I’ve tried contacting Moose Mobile through email, AI chat, and phone support. Every time I call, I’m stuck on hold for almost an hour, and I still haven’t received any reply to my emails. It’s honestly really frustrating being without a working service for this long and not getting any proper help.
I really hope this gets fixed soon because if this keeps going with no solution, I’ll have to look at switching to another provider.

I didn’t like it when Moose Mobile said that they will be changing the network from Optus to Vodafone. however, I was willing to give it a go but the first issue was the SIM card did not arrive and I emailed Moose nearly on a daily basis, about this but they never replied. I called them but it was very long Wait times so at the end of the day you do get what you pay for.
I decided to move to another network,as I’m not willing to go with a network that has poor Customer Service and plus I read some other reviews of people having issues when they were transitioning to the new network.

You get what you pay for. Cheap but impossible to get through to them. Recent forced change of sim from Optus to Vodafone has been a nightmare.

Used to be a half decent telco which went down hill very quickly.
Changed from Optus to Vodafone. Firstly the transition has been woeful. No response to emails and the call centre puts me on hold for ages with no response.

I'm done with them. Time to move to Dodo

Moose Mobile why cannot you respond on your phone line or chat window?. I have been trying to contact you on the phone and the online chat window since Thurs/Fri and now Monday 3 days for something so simply as moving my number of your old Optus site to your Vodafone site why is it so damn slow and frustrating?. Others I have used in the past have it done within the day. I sincerely hope you reimburse customers like me and everyone else that is still with out service. What a horrible experience it has been and by the looks of it wont be fixed soon enough. I would hate to be in an emergency situation!!.

Terrible customer service. Have to wait on hold 1 hour plus to speak to anyone

Company was good when I signed up a few years back. Call centre was in Brisbane and you’d get through in under 10m. I have never had any reason to contact them other than the initial set up issues when I first joined.

I tried contact customer service recently, waiting over an hour on hold each time before giving up. Also tried the online chat, gave up after 45 mins and they then finally got back but I had already given up. Also tried emailing support and never got a reply.

I have ported two of my numbers to another provider and will port the third once the data banking is used.

The customer service wait times are woeful and unacceptable. The shift to Vodafone was also a bad move, as Vodafone’s coverage is terrible outside of metro areas.

Save yourself the pain and use a provider on the Telstra wholesale network. The non existent customer support with Moose will cause you headaches if you ever need to contact them.

Customer support is non-existence.

Once connected, customer rep returned my call to main menu immediately after picking up.

I WOULD NOT RECOMMEND USING THIS SERVICE PROVIDER

word of warning for anyone considering Moose Mobile. Horrible Service. 2 weeks of unanswered calls and emails. They wrongefully charged and I have been following for 2 weeks wait time of 50mins and more. I just make a compalint to the telco ombudsman

One and a half hours I waited for them to answer their phone!!!!! Useless NO customer services! Useless reception, PLEASE DO NOT USE THIS COMPANY, you WILL be wasting your money. I wish I could add the screen shot as proof of this.

If your eSIM migration failed and you have no calls/service - check if your old physical SIM is still in the phone tray. Go to Settings → Connections → SIM manager, turn off the eSIM, and set the physical SIM as active for Calls, SMS and Data. This got my service working again while waiting for Moose to fix the eSIM provisioning.

Sim was fine but customer service is shit. Could not use the app to cancel my contract, mobile number for customer service wouldn’t work & they didn’t respond to my email. Scammers.

If there is a problem to acivate a SIM and would like to chat to someone, it takes up to or more than an hour to be connected to a member. This keeps happening.

This migration to Vodafone network is appalling poor. Called yesterday, on hold for 1h40m with no response. Trying again today - currently at 45 minutes and still waiting. Why have management not anticipated significantly increased call volumes and resourced accordingly? Customer service seems to been forgotten for the sake of short term profit. The poor people answering the calls once, or if, you get through. Shame on you Moose and especially Swoop management & board. Seems to be 101 in how to totally destroy a brand.

Terrible support. I waited over two hours for someone to answer my call. The long wait did not resolve my SOS no-service issues following SIM migration, leaving me no other option than to migrate the family to a new mobile provider to have services reinstated.

Such a shame Moose has made a hash of what was once a seamless business. Having migrated over to Vodafone, they have simply dropped the ball. Their utter lack of support, be it via phone or live chat, has made even the simplest of migration issues painfully difficult to get resolved. Days and days trying to get new SIMs activated tells me where this company's priorities lie. We've had a good 4-year innings with MM, but their utter lack of support makes them too hard to rely on

I am extremely disappointed with how Moose Mobile has handled its network transition.

Customers are only given two options: have a new physical SIM delivered to their home address or switch to an eSIM. I'm currently travelling around Australia, so I can't receive mail at home, and my phone isn't eSIM compatible. There is no practical solution for customers in my situation.

I've tried calling customer support whenever I've had mobile reception, but after waiting on hold for over an hour, nobody answered. I also emailed support over a week ago and still haven't received any response.

To make matters worse, I've now received an email warning that my service may be cancelled within 15 days if I don't activate the new SIM. It's unacceptable to threaten customers with disconnection when your own support channels are effectively unreachable.

This has been a shocking transition and a terrible customer service experience. It feels like Moose Mobile simply doesn't care about its customers or the difficulties this network change has created.

After this review they will ask for my phone number to try to call me and sort this out but I have very limited signal so my only reliable contact channel is my email.

I've been with Moose Mobile for 3 years. I've had a positive experience until their recent transfer from Optus to Vodafone. They gave lots of notice and advised of a new SIM being sent. The day prior to receiving my SIM I lost all ability to use my phone outside of WiFi networks. I am unable to call out or SMS anyone. I still somehow have data. Upon receiving my SIM I have attempted to login to their portal to activate my SIM however each time they advise to enter the code sent to my number. I don't receive the code, I suspect this is relating to me no longer having any service.

I tried to call them on Wednesday 22nd July and waiting for 1 hour before being hung up on. The second time I called through and waited for 1 hour 40mins before the same thing occured. I have also emailed their admin team for support with no response.

I have since had to sign up to an alternate provider in a hope I can finally use my phone as intended. I have also logged a complaint with TIO to flag this matter. My concern is once my new SIM arrives from my new Telco provider I won't actually be able to activate it due to having no current phone service.

A massive disaster as I actually use my phone for work too. So have no current capacity to use it for either purpose.

I encourage anyone experiencing a similar issue with this change to continue to report their issue to TIO also.

They send email that they are changing service provide and i can opt for eism, but in app portal no optuion is available. they sent physical sim, which inspite of multiple tries not getting activated and message pop up to contact customer service. 2 days i tried multiple times but call did not connected. Erd day i did and i was put on hold for more than one hour, then call disconnected without ansering!!!!!!! Really!! What option yoiu are leaving for your customers? Extremely disappointed