Frequently Asked
Questions

Our Most Common Questions

General
Getting Started
Manage Service
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Billing & Payments
Plan Features
Plans - How They Work
SIMs Explained
Business
Technical & Troubleshooting
Network
Privacy & Safety

How do I make a complaint?

How do I make a complaint? If you have any concerns or complaint(s), contact us and we will attempt to resolve the matter as quickly as possible. We are only a phone call away: Call: 1300 835 324 Monday – Friday: 9am to 8pm AEST Saturday – Sunday: 9am to 6pm AEST If you are dissatisfied with our handling of your complaint, you have the right to contact the Telecommunications Industry Ombudsman...

Where can I find Telechoice Policies & Terms and Conditions

Where can I find Telechoice Policies & Terms and Conditions? All our policies can be found here and our Terms and Conditions can be found here. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign up to Prepaid NBN...

Why should I choose Telechoice?

Why should I choose Telechoice? We are on a trusted network Data Banking – don’t miss out on your unused data Prevent bill shock – we offer many ways to control your monthly bill Bring your mobile number across easily MyTelechoice app will allow you to manage your service smoothly No...

Do you have an online Shop?

Do you have an online Shop? Yes, our shop includes new & used mobile phones, mobile phone accessories and modems. Click here to see our online shop. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign up to Prepaid NBN...

Does Telechoice offer handsets on plans?

Does Telechoice offer handsets on plans? Yes, we do a different variety of handsets on plans. Please check out our phones on plan page. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign up to Prepaid NBN Internet Interest...

What mobile network does Telechoice use?

What mobile network does Telechoice use? TeleChoice uses parts of Telstra’s 5G, 4G and 3G mobile networks. The service provides 5G coverage reaching at least 75% of the Australian population. The Telstra Wholesale mobile coverage area footprint reaches more than 98.8% of the Australian population and covers more than 1.6 million square kilometres of the Australian landmass. Check out our coverage map. Still...

Where can I get a TeleChoice SIM?

TeleChoice SIM cards are available at TeleChoice approved Dealer Outlets and online here. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign up to Prepaid NBN Internet Interest freemodems available Plans...

How do I unlock my mobile phone?

Your mobile handset may not be compatible with our network if it is locked to your current provider’s network. If your mobile handset is locked, the TeleChoice service will be unusable and there may be a fee to unlock it. If your mobile device has been purchased from another domestic or international carrier, it may be locked to that carrier’s network. In this case, you will need to contact the previous...

Can I change my mobile number?

Can I change my mobile number? Of course you can! If you are changing your number due to scam calls / identity Theft – We will change it for you within 24hrs of your request and at no cost to you. All scam calls need to be reported to https://www.scamwatch.gov.au/ Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls &...

Why should I choose a TeleChoice mobile SIM-only plan?

We understand that quality mobile coverage really matters. In fact, our mobile network covers 1.6 million square kilometres and 98.8% of the Australian population. As you become a customer, you will enjoy more mobile coverage when and where you need it. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle...

When will the SIM card be sent to me?

Our SIM cards are delivered via regular post and may take up to 3-5 business days for delivery. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign up to Prepaid NBN Internet Interest freemodems...

Can I transfer my existing mobile number?

Yes – during the sign-up stage, choose to keep your existing number. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign up to Prepaid NBN Internet Interest freemodems available Plans...

Do I have to pay for delivery?

SIM Only plans, applied online or via our customer service are delivered for free! Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign up to Prepaid NBN Internet Interest freemodems available Plans...

Can I get a mobile plan without a credit check?

Can I get a mobile plan without a credit check? No, for the network protection – TeleChoice will check your credit to evaluate your financial responsibility and ability to pay each month. TeleChoice may give information about you to a credit reporting agency to obtain a consumer credit report about you and/or allow the credit reporting agency to create or maintain a credit information file containing...

Are there any plans without a contract?

Are there any plans without a contract? Yes, TeleChoice has available SIM-only plans and will not require you to go for a lock-in plan if you don’t prefer to do one. TeleChoice also offers No Lock-in or Month to Month plans. No Lock-in or Month to Month plans provide you flexibility and will give you a way to test out our service without worrying about paying a contract. No Lock-in or Month to Month...

What type of mobile phone can I use with TeleChoice?

You need a 3G/4G compatible handset to use this service. The device needs to support 3G-850MHz and both 4G 1800MHz and 4G 700MHz banding so that you can get the best service possible. If you wish you can buy a phone from us here. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans...

What is Data Banking & Gifting and How Do I Gift Data?

What is Data Banking? Data Banking allows you to save your included data and use it later when it suits you. Data that you don’t use in the month, will be saved in your Data Bank for when you need it the most. Let’s say your mobile plan gets 35GB of data each month. You start the month with 35GB but at the end of the month you find you’ve only used 10GB in the...

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How do I unlock my SIM?

If your TeleChoice SIM has been locked, it may require you to provide the PUK for SIM PIN to open it again, please contact 1300835324 to retrieve this information. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign...

Can I change my mobile number?

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How to read the statement

How to read the statement This how the statement looks like, let’s go through it: Black box: It has your account number, the invoice number, and the date this statement was issued (Not the payment due date) Yellow box: Your name and address Red box: Snapshot of the account monies: Balance brought forward is anything that was not paid from previous statements This Bill is the current...

How do I update my payment details?

How do I update my payment details? a) Login to your Member area b) Click on Payments from the top menu c) Then Direct Debit d) Enter your Direct Debit details e) Read the Direct Debit Service Agreement f) Tick the confirmation box for Direct Debit T&Cs g) Press Save Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls...

When do I receive my bill and when is my payment due?

When do I receive my bill and when is my payment due? The bills are generated every 3rd day of the said billing cycle. The due date falls on the 17th day of the billing cycle. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign...

How do I pay my account?

How do I pay my account? Aus Post Bill Pay You can pay through Australian Post. A surcharge fee of $2.50 applies. You can present the bill to any AUSPOST branch, and they will scan the bar found on the first page of your invoice. BPAY You can pay via Bpay website or through your bank. TeleChoice Biller code is 24422 and the reference number can be found on the first...

My First Bill

My First Bill Your first bill will always have a 2-month charge. When you first use the service we do not charge you, however we charge you at the end of your first month with us. Your first bill will include the month you have used and a month in advance for the month coming up. Your second bill onwards will always have only 1 month charge plus any other charges associated with your account (instalments,...

How does my billing cycle work?

How does my billing cycle work? Your bill cycle works in reference to the 30 days (1 month) of your service. The billing cycle starts on the day your TeleChoice is active. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign...

Service Packs (Data and International Calls)

Service Packs (Data and International Calls) There 2 types of Service packs, data packs and international calling packs. Data Packs: 1G Excess Data Pack: for $10, 1GB pack will be added to your service...

What is a message bank/voicemail?

Message Bank or also known as Voicemail provides a personal answering service if you are busy or can’t answer a call. Typically, the caller hears a prerecorded message and then has an opportunity...

Credit & ID checks

Credit and ID checks We will perform a credit check when you place a post-paid order with us. For Pre-paid, we perform an ID check. We use Illion (Formally known as Dun & Bradstreet) for our Credit & ID checks. Illion Contact details Phone: 13 23 33 or +61 3 9828 3200 Illion Express Enquiries: 13 23 33 Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^...

What do I need to sign up for a mobile plan with Telechoice?

What do I need to sign up for a plan with Telechoice? A Valid Australian ID OR International Passport. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls & textBundle NBN & save 10%2 Plans from $171 Sign up to SIM only Sign up to Prepaid NBN Internet Interest...

What countries are included in the unlimited international calls and SMS?

What countries are included in the unlimited internal calls and SMS? Our plans with unlimited international calling can be used to call 20 selected countries: Bangladesh, Brazil, Canada, China, Columbia, Denmark, Hong Kong, India, Ireland, Japan, Malaysia, New Zealand, Norway, Singapore, South Korea, Thailand, United Kingdom, USA, Vietnam, and Greece. You can send unlimited SMS to any number, anywhere...

What is data banking?

What is data banking? Data Banking stores any remaining and/or unused data allowance included in your plan, and you can use it when you need it the most. You can store up to 500GB on some plans & 1000GB on other plans of unused data. Still have a question? Visit our FAQ page. See more Mobile SIM plans Unlimited^ calls...

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Do TeleChoice do Business Plans?

Absolutely! If you have an ABN number, you can apply for a Business Account with TeleChoice. We cater for all businesses with no limit size on the number of services on an account. TeleChoice have 6 business plans to choose from. Using parts of Telstra’s 3G & 4G Wholesale Network means we cover 98.8% of the Australian population.For accounts with 10+ services you can also enjoy a dedicated account...

What does a Dedicated Account Manager mean?

At TeleChoice when you have a 10+ account meaning 10 or more services on an account, you will be nominated an Australian Based business account manager that you can contact directly without having to go through a call centre for a more personal relationship. Our Australian based Business Managers can be contacted on their mobile phones and if they miss your call, will call you back within 2 hours on...

How to Reduce Your Business Mobile Bill?

TeleChoice has been an Australian household brand for over 20 years and evolved into a Mobile Virtual Network Operator (MVNO) in April 2013 using parts of Telstra’s 3G and 4G network. Since becoming an MVNO we have been able to reduce bills significantly and successfully for our clients and here is how we do it, and what you should know. 1. Do or get a Bill Analysis to work out what the average cost...

What mobile data network speeds should I expect?

The data speed varies depending on the strength of coverage at your location (Indoor / outdoor / congestion / etc..) but in general your data speed would be up to 100Mbps. Still have a question? Visit...

Why am I getting an error message about my SIM card?

The reason why your phone shows no SIM card error is that your phone is unable to properly read the contents of your SIM card. This usually happens when your SIM card is not installed properly, it is damaged,...

How do I find my account number?

The TeleChoice Account Number is indicated on your monthly bill, you may refer to your invoice or log in to your Member’s Area here using your mobile number and password. Still have a question? Visit our...

How do I unlock my SIM?

What is 3G closure / Exit?

What is 3G closure / Exit? We are making improvements to our network to deliver better mobile experiences and increase capacity for 4G and 5G services. As part of these improvements we are retiring the...

Which Devices are Affected?

Which Devices are affected? 3G-only devices and 4G non-VoLTE devices

What do I need to do?

What do I need to do? You must upgrade to a 4G ready device to stay connected to your service. When you upgrade, be sure to confirm the device is compatible with our 4G and 5G networks by checking their...

How do I know if my device is 4G/5G compatible?

How do I know if my device is 4G/5G compatible? Confirm the device is compatible with our 4G and 5G networks by checking their specifications on the manufacturer’s website.

Do I need to upgrade my phone?

Do I need to upgrade my phone? To not be impacted by the 3G exit your device will also need to have VoLTE (or 4G voice) capability if you wish to continue to make voice calls. TeleChoice will be in contact...

What is VoLTE?

What is VoLTE? VoLTE is the next step in voice calling technology for mobile phones – enabling users to make calls over 4G on the Telstra Wholesale Mobile Network. This means clearer calls and faster...

What should I do if I’ve lost my phone?

Your phone has built-in security measures that allow you to track, ring, lock, or erase it remotely if you have the feature enabled. On a Samsung device, the feature is called Find My Mobile; on Google Pixel, Find My Device; and on an iPhone, you’ll use the Find My app. Contact us on 1300 835 324 to suspend your service & to issue you a new SIM card & block the IMEI. Report it to...

Can I change my mobile number?

Frequently Asked
Questions

Our Most Common Questions

Help

About

Legal

Head Office

Frequently Asked Questions

Our Most Common Questions

Help

About

Legal

Head Office

Frequently Asked
Questions