Frequently Asked Questions

GETTING STARTED

• 01.Who is Hello Mobile?

  Hello Mobile is an australian prepaid mobile service provider operated by TPC Consolidated Limited (formerly Tel. Pacific). By offering the great flat rates for national call and data, there are Pay-As-You-Go plans and 30-day unlimited usage plans that customers can select the one catering their needs. Customer experience is of utmost importance to us too. We aims at satisfying all our customers by providing the best mobile services.

• 02.Where can I purchase a SIM?

  You can purchase a Hello Mobile SIM pack from your local store, online or calling our friendly customer care team on 1300 126 999.
  To locate a store near you: http://www.hellomobile.com.au/hmhome/findstore.aspx . .
  To buy online: https://www.hellomobile.com.au/plans/buy.aspx ..

• 03.What size SIM should i use ?

  When you buy a Hello SIM card in-store, in most cases you 'll get one of our Dual-punch SIM Cards.

  Dual-punch SIM Cards are SIM cards that feature a punch out Micro SIM Card. So if your mobile phone uses a standard SIM Card or Micro SIM Card, our Dual-punch SIM Card will be the one you need.

  •     • Normal size SIM Card
    

    If your mobile phone needs a 'regular' SIM card, a Hello Dual-punch SIM card will also slot in it perfectly as it is.

  •     • Micro SIM Card
    

    The majority of mobile phones and smartphones these days use Micro SIM Cards. A Micro SIM Card is a smaller SIM card. Popular mobile phones that use micro SIM Cards include the iPhone 4, the iPhone 4S, the Samsung Galaxy S2, the Samsung Galaxy S3 and the Samsung Galaxy S4.

    If you need a Micro SIM Card for your mobile, just pop the Micro SIM Card out from the middle of your Dual-punch SIM Card.

  •     • Nano SIM Card

    The iPhone 5 and iPad Mini both require a nano-SIM Card. It is the newer type of SIM Card that's smaller than a Micro SIM.

    For more details about SIM size, please click here

• 04.I have ordered my SIM online. How long will delivery take?

  There’s no need for you to wait long to get your Hello Mobile SIM card with our express and standard delivery options. Delivery times may vary depending on your location, the time you order and shipping method.

  Standard Post: 2-6 days

  Express Post: 1-2 days

• 05.What do I need to join Hello Mobile?

  Joining Hello Mobile is as easy as ABCD! Just follow these simple requirements:

  •     • An Australian Address
  •     • BYO unlocked phone
  •     • Credit/Debit card to order your own Hello Mobile SIM card (if you’re ordering a SIM online)
  •     • Driver’s License or any valid IDs

• 06.How do I register my Hello Mobile SIM Card?

  Registration is easy! Activation of your Hello Mobile SIM card will only take few minutes.
  Online:https://secure.hellomobile.com.au/activate/
  Customer Service by dialing 126 999 after you have inserted the Hello Mobile SIM into your mobile phone. You can also reach our customer service department by dialing 1300 126 999 from any other landline or mobile.

• 07.Where can I find my new Hello Mobile number and the SIM card number?

  The mobile and SIM card number can be found on the back of your Starter Kit.

• 08.Can I keep my current mobile number?

  Yes, you have the option keep your existing number and transfer it to Hello Mobile or activate the number that’s provided with the pack. If you are transferring your number, all you need is the following:

  •     • Your active existing mobile number (whether it’s on prepaid or postpaid plan)
  •     • Your date of Birth (if Prepaid) or Account Number (if Postpaid)

  Provide us with those details and we will handle the rest!

• 09.How long will it take to transfer the number?

  When Transferring (porting) your existing number to Hello Mobile it can take anywhere from a couple of hours to 3 working days.
  The time frame will vary depending on your current provider and relies upon providing the correct details during the signup process. If the information given is incorrect, this may delay the process or even cause the porting to fail.

• 10.I need mobile data. But how much data do I need?

  There are few factors that would affect the actual amount of data usage. The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right plan that you need. Please note that actual usage will depend on the device used, the technology used (3G or 4G) and other factors. The information below is based on averages and provides estimates only.

  Email text only	30 – 50 KB
  Email with attachment, i.e. document or photo	350 KB – 4 MB
  Website viewing	1 MB
  Streaming video/minute	7 MB (3G), 30 MB (4G)
  Streaming music/minute	1 MB
  Downloading a song	6 MB
  Downloading an app	30 – 100 MB
  Uploading a photo	4 MB
  Making a video call with an app/minute	8 MB (3G), 24 MB (4G)

BILLINGS AND PAYMENTS

• 01.How do I check my balance?

  Simple.You can check your balance using one of the options below:

  •     • Log in to My Account at Hello Mobile website
  •     • Send a SMS to 126 999 and type "bal" in the content. Click here find out more
  •     • Dial 126999 from your mobile and press option 1
  •     • Select "Balance" in the menu of My Hello Mobile App

• 02.How to Top Up my Hello Mobile Account?

  The easiest way to recharge is via credit or debit card through one of the following channels: Hello Mobile website, My Hello Mobile App and Customer Services Hotline. The alternative way is to buy Hello Mobile top-up vouchers from local stores. To locate a store near you: http://www.hellomobile.com.au/hmhome/findstore.aspx

• 03.What Credit / Debit cards do you accept?

  We accept Visa and MasterCard Debit and Credit cards only.

• 04.What is the minimum amount I can recharge?

  You can recharge your account for a minimum of $10.00 and a maximum amount of $100.00 per day.

• 05.What is Auto Top Up and how does it work?

  An easy and hassle free way to recharge your account without ever having to worry if you will have enough credit. By using either a credit or debit card, we can keep your account balance topped up by automatically recharging your account with a pre-set amount whenever your balance is low. As an example, you can set it so that we will recharge your account for $10 whenever your balance goes below $5. That way you will never run out of credit again. For you join the 30 days plan, once you set up the Auto Top Up, your plan will be renewed automatically when the current plan expired. This means the plan will be renewed every 30 days. Your credit or debit card will then be charged for your next plans.
  Find out more today by calling our friendly customer service team on 126 999 direct from your Hello Mobile or by dialing 1300 126 999 from any other landline or mobile.

• 06.Do I receive a monthly billing from Hello Mobile?

  One good thing about Hello Mobile is that you are not in a contract, no obligations. Hello Mobile is a prepaid account so you can just top up your balance when you run out of credits. You can feel free to check your account balance and credit expiry on Hello Mobile website or My Hello Mobile App.

TROUBLESHOOTING

• 01.How to setup and access voicemail?

  Hello Mobile includes a voicemail feature that can be personalized with your own greeting. Voicemail can be set up by dialing 121 and following the prompts. Once activated, your calls will be automatically put through to voicemail when:

  •     • Your mobile phone is turned off
  •     • You are on another call
  •     • You are in an area with poor or no network coverage
  •     • You fail to answer within seven rings

  To retrieve messages from your Hello Mobile, simply dial 121 and follow the prompts. Just remember retrieving messages is charged at a national call rate.

• 02.Is it possible to retrieve Hello Mobile voicemail messages from my landline?

  Yes! To access your Hello Mobile voicemail from a landline just follow steps below:

  •     • Dial 0414 121 121
  •     • Enter your security code to access your voicemails (the code will be configured when setting up your voicemail)

• 03.How do I deactivate my voicemail?

  Voicemail can be deactivated by dialing 1210 direct from your mobile. To activate voicemail that was previously deactivated, just dial 1211. National calling rates apply.

• 04.How do I set-up Internet and MMS?

  Visit Vodafone's settings website and follow the instructions. Vodafone will send an SMS with the Internet settings direct to your phone.
  You can also contact our friendly customer service representatives for assistance by dialing 126999direct from your mobile.

• 05.Why am I being asked to Enter a PUK code?

  If the SIM card PIN security feature has been activated on your mobile, entering the PIN incorrectly 3 times will result in the SIM card being locked.
  A PUK code or ‘Personal Unlocking Key’ is a security feature on most mobile devices. Its purpose is to protect the information stored on your SIM card
  If you still have the original packaging of your starter kit, you will find it on the back of the pack.
  You can also contact our customer service representatives for further assistance.

• 06.Trouble sending / receiving SMS?

  First, make sure that there is enough credit available on your account to send an SMS.To check, dial 126999 from your mobile and press option 1 or log on to your Online Account.
  If you still can’t send or receive SMS, please check the Message Centre Number (MCN) in your SMS settings from your mobile handset.
  Your MessageCenter Number (MCN) should be +61415011501. If you need further assistance, please contact our friendly customer care team by dialing 126999 from your Hello Mobile .

• 07.My handset is locked

  If your mobile phone screen shows “phone restricted”, “blocked”, “barred”, “incorrect SIM” or “SP lock” when the SIM card is initially inserted, your mobile may be locked to another network. To unlock your handset you will need to contact your previous provider.

• 08.Poor / No Coverage in my area

  Hello Mobile uses the Vodafone 4G network. You can check up-to-date coverage maps here

PLANS AND PRICING

• 01.Do calls have a flagfall charge?

  Depending on the plan you choose, your calls may incur a flagfall charge. You can view the full list of plans and rates by visiting Compare Plans page.

• 02.How much does it cost to access voicemail?

  You can view the full list of voice rates on different plans here .

• 03.What are the available plans?

  Hello Mobile offers a variety of plans that cater to your needs. You can select Pay-As-You-Go plan or 30 days plan.Please visit Compare Plans page to choose the plan suits you best.

• 04.Do you have postpaid plans?

  Not at the meantime, however, we are planning to have postpaid in the near future, please make sure your email address is up to date to receive the latest offers from Hello mobile.

• 05.Do you offer free mobile phones?

  Not at the meantime, however, we are planning to in the near future, please make sure your email address is up to date to receive the latest offers from Hello mobile.

• 06.Do you have a wireless broadband service?

  Yes please check our plan on Data SIM.

• 07.How much does it cost to call Hello Mobile Customer Service?

  Calls to 126 999 from your Hello Mobile Number are free of charge.
  Calls to1300 126 999 from any other network are charged at your service provider's standard national rate.

• 08.Are there any monthly or hidden charges?

  No, never. Hello Mobile does not impose hidden charges.

• 09.How long is the credit expiry?

  You can view the expiry date of different plans here Or just login on My Hello Mobile app/ "My account" in Hello Mobile website so that you can check the expiry of your plan as well.

• 10.What if I need more data in my 30 days plans?

  Adding more data in your 30 days plan is easy. Simply buy the Add-on Data pack in Hello Mobile App or log in to "My Account" in Hello Mobile website

• 11.What equipment compatibility require for Hello Mobile plans?

  Unlock handset is required, and our Vodafone’s 3G network using 3G 900 band whilst 4G network is 4G 2100 band, if your devices are not compatible, please update to a new phone regarding the particular network frequencies.

GENERAL FAQ

• 01.What mobile handsets can I use with Hello Mobile SIM cards?

  The handsets need to be compatible with the internationally recognised GSM standards adopted by all major handset manufacturers. There are no restrictions on the type of handset you can use with Hello Mobile. Please call the Hello Mobile Customer Service Hotline on 1300 126 999 if you are unsure about the compatibility of your handset.

• 02.Can I change plans?

  Yes, however, you will lose all call credits from the previous plan. You can change your plan by calling Customer Service on 1300 126 999 from a landline or 126 999 from your Hello Mobile phone. Besides, you can also log in "My Account" on Hello Mobile website to change your plan

• 03.Is it free to request for a different SIM card size?

  If you happen to change your mobile handset and require a new SIM card size, we can send a sim replacementfor $4.95. This can be charged from your remaining balance or you can pay via Debit/Credit card.

• 04.My SIM card has been stolen/lost. How do I prevent someone else from using it?

  Please contact the Hello Mobile Customer Service Hotline on 1300 126 999 as quickly as possible and one of our customer services representatives will assist you.

• 05.How can I prevent unauthorized access to my mobile services from the third party?

  Hello Mobile My Account is a great security tool which allows you to manage your account such as recharge, change plan & personal details and check detailed usage history to see where you have spent your credit in the past. To log in to My Account, you need a secure password which is created at the time of registration. You should keep your password safe and we’ll do so. If you forgot your password, you can simply click on “Forget my password” and a new password will be sent to your nominated email address. Then, it requires you to reset your own password when you first log in. Alternatively, you can contact our Customer Service team to reset your password after we verify your identity. All these security measures are free of charge and help you prevent unauthorized access of your mobile service.

  If you are concerned or reasonably suspect that your mobile services are being used by others without your authorization, please contact us immediately. We will start investigating into the unauthorized access to your mobile services and provide you with resolutions.

• 06.Does Hello Mobile lock handsets?

  No, Hello Mobile will not lock your handset.

• 07.How do I send a text message from Australia to another country with Hello Mobile?

  Hello Mobile works the same way as other mobile services when it comes to sending international text messages. Simply text 0011 followed by the country code, the area code and phone number, then press the send button. The " + " symbol can also be used instead of 0011.

• 08.Do you offer international roaming?

  We are looking at introducing this service in the future.

• 09.What network provider Hello Mobile is using?

  Hello Mobile is powered by the Vodafone 4G Network.

Please note, Hello Mobile shall not be liable for any loss or expense arising from using data from these websites.