Nuffies

Call us

We’re super friendly and won’t bite – give us a call on 133 001

Snail mail

If for some bizarre reason you want to write to us, you can find us at GPO Box 2223, Melbourne, VIC 3001.

OK, first things first. You’ll need to activate your new SIM card either online (on the Activation page of our website), or by giving us a call on 133 001. You’ll need to give us the following info:

1. Your personal details

We’ll need the following bits and pieces of info to start registering your SIM card:

• Name
• Address
• Date of Birth
• Email address
• Contact number

2. ID

For Australian residents:

• Your driver’s licence number or;
• Your Medicare number

For non-Australian residents:

• Your passport number

3. Your activation number

This number can be found on the sticker on the back of your SIM pack.

If you’re a bit forgetful and you’ve lost this, then you’ll need to give us a call and let us know your SIM number and we’ll then arrange to do the activation over the phone.

Some of our plans allow your credit to rollover, which is pretty cool, others don’t. Here’s the low down on which is which:

TT’s $10, $20 and $30.

These plans allow any unused credit to rollover, whether it’s for talk time, texts or data. What this means is that if you run out of calls, but still have texts and data left, you won’t lose what you haven’t used up. So, if you recharge, you’ll get your new allowance of calls, texts and data, plus your leftover texts and data added on. And we’ll keep rolling your leftovers to your next recharge for up to 90 days.

Everything else:

All of our other plans do not allow your credit to rollover. So, if you recharge your plan when you still have a bit of credit left, you’ll lose that credit.

And remember! If you change your plan (no matter which plan you are changing to), you’ll lose any remaining credit that you have. This applies even if you are going from Caps $19 plan to Caps $29 plan for example. So make sure you wait until you are all out of credit before changing your plan.

Most of our plans have an expiry period of 30 days. What this means is that once you’ve recharged or activated your SIM card, you’ve got 30 days to use up all of your credit and allowances before they’ll expire.Don’t panic though. Our TT’s $30 plan gives you an expiry period of 180 days, for all you slow coaches out there who need more time.And our Surfies Mobile Broadband plans give you a variety of expiry periods to suit your needs.

Mobile number expiry period

Once your credit has expired, you’ll need to top up again within 90 days. Now, because we’re freakin’ awesome, we’ll hold your number for you on your account for this amount of time. But after that, we’ll assume you’ve dumped us and your number will no longer be available. In fact it may even be assigned to someone else under the ACMA’s numbering regulations. Check out our Terms and Conditions if you want to find out more. Hmm that’s an awesome read!?

This is easy! When entering your details online in order to activate your SIM card you will be given the option for ‘New or existing port’. Select ‘Port – move an existing number’ and then enter the required details.Make sure you don’t request a new number, because if you do, you won’t be able to ‘port’ your number to us without buying another SIM card. If you’ve already activated your SIM you’ll have to purchase a new one. Sorry about that but we can’t transfer your credits from your old SIM card to your new ONE.

Feeling like a change? You can change your plan simply by recharging with whichever plan you’d like to change it to. It’s as simple as that!But don’t forget, you’ll lose any leftover credit when changing your plan so you’ll probably want to wait until you’re completely out of fuel first!

Checking your balance is super easy.

Mobile phone customers:

1. The quickest and easiest way to check is by using the ONEmobile app!

2. Or you can check your balance by sending a text to the ‘SMS top up’ number in your phone book 0466012123 (it’s free!).

You’ll need to include the word ‘balance’ a space and then your password, for example: balance password

You’ll then receive a message back, that will tell you how much credit you have left, or how many minutes’ texts and data you have left. It’ll also tell you how long you have until your credits expire.

3. Alternatively, you can check your balance in your Members Area by logging in via the website, www.onemobile.com.au

Mobile broadband customers (Surfies):

You can check your balance by logging in to your Members Area on our the website, www.onemobile.com.au

Recharge your mobile phone plan.

OK, you can choose from the following options:

1. The easiest way to recharge is by using our snazzy ONEmobile app. You can download it for free from the Android Market.

2. You can recharge ‘on the go’ by TXT message.

3. You can visit our freakin’ awesome website, www.onemobile.com.au

4. Call us on 133 001.

Remember! Only our TT’s plans allow your credit to rollover. So, on any other plan if you still have credit left when you recharge your plan, you’ll lose it.

You can also change your plan simply by recharging with whichever plan you like. But once again, you’ll lose any leftover credits that you may have in the process of changing.

Finally, when you recharge, it can take up to 30 minutes for the recharge to complete so if it looks like it hasn’t worked straight away, don’t stress – you can’t hurry love!

Recharge via the ONEmobile app.

Now this is really sweet! Simply open the app, select recharge and then choose the plan you want to recharge with! Too easy!

If it’s the first time you’re using the app, it’ll ask you to ‘log in’ using your account number and password, (these were provided to you when you first registered your SIM card and we also emailed them to you so have a quick check back through your emails).

If you really, really, really don’t know what these details are, you’ll have to give us a call on 133 011 to double check. When you’ve logged into the app with these details just once, it’ll remember you each time you open the app, unless you log out. (Clever little app!)

Now, if you want to recharge using our ONEmobile app you’ll need to have credit or debit card details saved on your account. If you haven’t done this already, need to log in to your Members Area and get this sorted. It only takes a minute or so and then you can easily recharge in the future. If you don’t have a credit or debit card, no worries! You can recharge via the website using your PayPal account.

Recharge via text message.

If you want to recharge by sending us a text message, then you’ll need to have your credit or debit card details saved on your account. Once again, if you haven’t done this already, you’ll need to log in to your Members Area and get this sorted. It only takes a minute or so and then you can easily recharge in the future. If don’t have a credit or debit card, no worries! You can recharge via the website using your PayPal account.

Send us a text to 0466012123 – it’s FREE!.

You’ll need to include the word ‘RECHARGE’ a space, the name of the plan you wish to recharge with, a space, your password, and then any promo code that you might have.

(This is just to stop some scumbag topping up on your phone without your permission!).

Here’s a table of the plan names you need to text to be able to recharge:

Just check out our website for the latest plan names if you’re not sure which one you want.

Remember, it is important that you write the text in the correct format, otherwise the SMS delivery just won’t work!

Here’s an example: RECHARGE password caps19

Plan Name	Text This
Caps $19	CAPS19
Caps $29	CAPS29
Low Riders $10	LOWRIDERS10
Low Riders $20	LOWRIDERS20
Ninja Thumbs $20	NINJA20
Ninja Thumbs $30	NINJA30
TTs $10	TTs10
TTs $20	TTs20
TTs $30	TTs30
Da Bomb	DABOMB

Recharge online through the ONEmobile website.

This is also super easy and offers a variety of payment options. It’s especially useful if you don’t have a credit or debit card.

Simply visit www.onemobile.com.au and click on the ‘Recharge Now!’ button or select ‘Recharge’ from the menu, then just follow the prompts!

Recharging someone else’s phone – Sharing the love! (Gifting).

Ahh, what a sweetie! If you want to recharge someone else’s phone you can do it using our app, via the website, or you can be really ‘old school’ and just give us a call.

This means that anyone can also gift your phone and recharge it for you as well. So long as they’ve got an account with ONEmobile, they can still use the app, or the website to top up your phone!

Just select to gift your selected recharge and you’ll be asked for the mobile number of the person you’d like to ‘share the love’ with.

Recharge via phone call.

OK, so you’re a bit ‘old school’ huh? That’s cool with us. You can recharge by giving us a call on 133 001 from any phone and it doesn’t have to be your mobile either!

Recharging your mobile broadband is also easy!

You can recharge by:

1. Visiting our website www.onemobile.com.au

2. Calling us on 133 001

If you want to make calls to international numbers while you’re in Australia, then you need to bear in mind that some of our plans don’t allow this.The following plans don’tallow calls to international numbers:

TT’s and Da Bomb.

But the freakin’ awesome news is that some ONEmobile plans do allow calls to international numbers:

Caps, Low Riders and Ninja Thumbs.

Click here to see our super sweet prices for calling international numbers.

This is actually kind of really good news. We don’t allow international roaming. We honestly reckon you’ll be able to get much better value for money by purchasing a calling card in the country you are visiting. Roaming costs are nasty, so in this one, we’ve ‘got your back’!

We offer heaps of different payment options, so if you don’t have a Credit or Debit Card, don’t stress! You can easily pay by using your cash or cheque account through PayPal and if you don’t already have a PayPal account, you can set one up by clicking here [link to paypal.com].

Credit/Debit card

If you provide your Credit Card or Debit Card details in your account details online, you can make recharging your phone so much easier. To save your card details to your account, simply log in to your Members Area.

You can even make ‘one off’ payments using a credit or debit card. Then, once you’ve paid, you can just recharge using the website or ONEmobile app!

At ONEmobile we accept Visa, Mastercard and American Express.

Paypal & BPAY

The good news is that both these awesome payment services are coming to the ONEmobile website soon!

Unfortunately not all of our plans allow you to use the premium SMS services.The plans that don’t allow it are:

• TT’s 10, 20 and 30
• Da Bomb

If you want to be able to access these premium services, you’ll need to select another plan like our Caps, Low Riders or Ninja Thumbs.

Premium SMS and MMS services offer information and entertainment for your mobile.

For example; ringtones, games, weather and voting in TV competitions. You ‘sign up’ for a premium service by texting a ‘19’ number.

They’re called ‘premium services’ because you’ll be charged a ‘premium’ for the service.

Always remember that the cost of these services is higher than for standard text messages. They can be charged as a fixed amount, via a subscription fee, on a timed rate basis, or even by the amount of data used. A connection fee may also apply.

Make sure you’re aware of the terms and conditions that will apply to your use of these services including the cost, frequency and how to cancel them. You’re responsible for the cost of any calls made from your phone, including calls made by someone else, without your knowledge. To manage your use of premium services, check the cost of a service before using it and keep track of how often and for how long you use the services, make the calls and receive premium SMS.

If you want to stop receiving these services, you can text the word ‘STOP’ to the ‘19’ number that you originally subscribed to. You can also bar access to premium services completely by calling us on 133 001 from your mobile handset.

You can easily find out more information about premium services at the following website: www.19sms.com.au

ONEmobile covers 97% of the Australian population, so you should be pretty safe with us. If you want to be sure you’re not one of the unlucky 3%, you can check out our coverage maps for 2G and 3G coverage by clicking here

If you need your PUK code you can get it by either calling us, or logging into your Members Area.

We’re pretty sure you already know this, but…voicemail is your mobile’s automated answering service. If you can’t answer your phone, the caller can leave a message with Voicemail. The caller will hear your personalised greeting and if they choose, leave a message. Pretty simple stuff!To make sure you don’t miss that super urgent, really, really, really important message, all messages that are not listened to are kept for 14 days. Plus, should you wish to refer back to a message; all messages that have been listened to are kept for 7 days.When you’re setting up your Voicemail or listening to your messages, you may be asked to enter your PIN number. Just by default, your PIN number is the last 4 digits of your mobile phone number, but if you’re a secret squirrel, you can change that if you like.

Setting up your Voicemail

From your mobile phone

1. Dial ‘321‘

2. A recorded voice will then you through the Voicemail tutorial. You’ll be able to:

a) Change your user setting and record your personal greeting.

b) Change your Voicemail PIN number.

c) Record your name.

From a landline phone

1. Dial 133321 or 0411000321

2. You’ll be asked by a recorded voice prompt to enter your full mobile phone number, followed by the # key.

3. You’ll then be asked to enter your 4 – 9 digit PIN number followed by the # button.

4. A recorded voice then guides you through the Voicemail tutorial. This’ll help you to:

a) Change your user setting and record your personal greeting.

b) Change your Voicemail PIN number.

c) Record your name.

Listening to your Messages

Voicemail messages can be retrieved from either your mobile phone or any other ‘touch tone’ phone.

From your mobile phone

The message-waiting indicator will advise you that a message has been received:

1. Dial 321.

2. Your messages will be played in the order in which they were received.

3. After each message, follow the recorded voice prompt options menu. The following options are available:

a) Press 6 to return the call (it then dials the caller’s phone number)

b) Press 7 to replay the message

c) Press 3 to delete the message

d) Press 5 to save the message (maximum 14 days)

e) Press 9 to exit the system or return to the main menu

Note: ONEmobile recommends that you delete your messages after you’ve listened to them. Even short messages use up your mobile phone’s message memory, so you’ll need to delete them pretty regularly. If you’re still in doubt, refer to your mobile phone user guide for details.

From a landline phone

1. Dial 133321 or 0411000321.

2. A recorded voice prompt will ask you to enter your full mobile phone number followed by the # key.

3. You will then be asked to enter your 4 – 9 digit PIN number followed by the # key.

4. Voicemail will begin playing your message(s). After each message, follow the recorded voice prompt options menu.

Want some cheats? – Voicemail Hints

With Voicemail 321 access, you can navigate whilst listening to your messages.

To rewind messages:

1. Press * to back up 8 seconds in the message.

2. Press ** or 7 to play message from the beginning.

3. Press *** to replay previous message.

To fast forward messages:

1. Press # to go forward 8 seconds in the message.

2. Press ## to skip to the end of the message.

More hints:

Press 1 to pause the message.

Diverting Calls to your Voicemail

There are a number of diversion options available with Voicemail.

Note: By default, when your mobile phone is unreachable, engaged or unanswered, the call will automatically be diverted to your Voicemail. The tips below help you if you want to change your call diversion settings.

Cancelling Pre-existing Diversions

Prior to activating a new diversion we suggest that you cancel your pre-existing diversions by dialing the following sequence on your mobile phone: ##002# then press ‘SEND’.

Diverting calls to Voicemail with “no answer”

With this option your unanswered calls will automatically be diverted to Voicemail. To activate dial: **61*321 # then press ‘SEND’.

Diverting calls to Voicemail if “not reachable”

Your calls will automatically be diverted when your mobile phone is switched off, or not in a mobile coverage area. To set up this diversion dial: **62*321# then press ‘SEND’.

Diverting calls to Voicemail if “engaged”

With this option your calls will automatically be diverted when you are on another call. To set up this diversion dial: **67*321# then press ‘SEND’

Note: Any activation of Call Hold/Wait will override this particular diversion.

Unconditional call divert to Voicemail

If you wish to have all your calls diverted to Voicemail, no matter what the situation, then this is the option for you. To set up this diversion dial: **22*321# then press ‘SEND’.

Cancelling Diversions

To cancel your selected diversions, dial: ##call diversion option#, then press ‘SEND’.

To change the number of rings before diversion

Enter the following code directly into the handset to extend ring time before diverting to voicemail;

**61*321**30# SEND where 30 is the time in seconds before diverting to voicemail.

If you’re not happy about something, please get in touch with us and we’ll do our best to resolve your issue as quickly as possible. If you like you can check out our complaints policy to find out more.If we’ve stuffed up, we’ll sort it – you can call, email or write to us by post.Call: 133 001
Email: gripes@onemobile.com.au
Write to: GPO Box 2223, Melbourne, VIC 3001If you’re still not happy with the resolution we offer you, you can ask for your complaint to be escalated further. It’ll then be investigated by a member of the management team and you’ll be provided with a final decision.In the super-unlikely event that you’re still unhappy with the resolution we’ve offered you, you may be able to refer your case to the TIO – but do please remember, the TIO is ‘an office of last resort’ and we absolutely must be provided with an opportunity to resolve your complaint before they get involved.Their contact details are: Tio.com.au
Phone: 1800 062 058
Email: tio@tio.com.au
PO Box 276, Collins St West, Melbourne, VIC 8007