Frequently Asked Questions

Our Most Common Questions

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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 (TIO) on 1800 062 058.

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.

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 contract plans We offer pre-paid & post-paid mobile plans, as well as mobile broadband All our NBN plans are unlimited (our Fair...

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.

Does Telechoice offer handsets on plans?

Yes, we do a different variety of handsets on plans. Please check out our phones on plan page.

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 Network coverage area reaches more than 98.8% of the Australian population and covers more than 1.7m square kilometers of the Australian landmass when using an external antenna. Check out our coverage map.

Where can I get a TeleChoice SIM?

TeleChoice SIM cards are available at TeleChoice approved Dealer Outlets and online here.

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?

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/

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.

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.

Can I transfer my existing mobile number?

Yes – during the sign-up stage, choose to keep your existing number.

Do I have to pay for delivery?

SIM Only plans, applied online or via our customer service are delivered for free!

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 information about you. This information may include...

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 plans can allow you to move from one plan...

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.

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 month. Instead of losing the 25GB of unused...

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.

Can I change my mobile number?

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 month bill amount Total Due is the balance...

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

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.

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 page of your invoice. Pay online Sign-in to your member’s...

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, excess...

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 SIM is activated.

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 to consume during your billing cycle 5GB Excess...

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

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

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

A Valid Australian ID OR International Passport.

What countries are included in the unlimited international 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 in the world! 😊

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.

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

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.

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.

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.

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 3G network and 3G services...

Which Devices are Affected?

3G-only devices and 4G non-VoLTE devices

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 specifications on the...

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. OR You can check if the handset is impacted using the SMS device checker tool...

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 with all our valued customers...

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 connection time...

Are There Any Catches When Upgrading to FTTP?

Are there any catches when upgrading to FTTP? There are a few bits of fine print worth being aware of if you’re requesting a free FTTP upgrade. The most important condition is that if you downgrade...

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 the...

Can I change my mobile number?

As part of Telstra’s Wholesale device testing, Telstra Wholesale identified a number of older mobile devices that are not correctly connecting to the Vodafone mobile network to make Triple Zero calls, when the customer’s primary mobile network is unavailable. These devices need to be updated or replaced to make sure they work reliably in an emergency.

After completing some recent testing, Telstra Wholesale have identified a number of older Samsung mobile devices that are not correctly connecting to the Vodafone mobile network when other mobile networks are unavailable. Telstra Wholesale immediately notified Samsung and the other network operators when Telstra Wholesale discovered the issue. Given the nature of the issue, any partner using the Telstra Wholesale network is obligated to inform customers impacted and block devices from our network that are not fixed.

To be clear, this issue does not relate to the Telstra Wholesale network, and it does not impact your ability to call Triple Zero when you’re using the Telstra Wholesale network or the Optus network. It also does not impact your ability to use Voice over Wi-Fi to place a Triple Zero call when no other mobile network is available.

How can this issue be fixed?

Some devices that are at least seven years since release will need to be replaced. Most devices can be fixed with a software update that can be completed directly on the device.

In both cases, we will reach out to our customers via email or SMS to let them know what to do based on the device they’re using.

Which Samsung devices are impacted?

Currently the Samsung devices listed below are impacted by this issue.

The following devices will need to be replaced:

Model No.	Device Name
SM-A520F	Galaxy A5 2017
SM-A720F	Galaxy A7 (2017)
SM-J120ZN	Galaxy J1 2016
SM-J320ZN	Galaxy J3 2016
SM-J530Y	Galaxy J5 (2017)
SM-N920I	Galaxy Note 5
SM-G920I	Galaxy S6
SM-G925I	Galaxy S6 edge
SM-G928I	Galaxy S6 Edge+
SM-G930F	Galaxy S7
SM-G935F	Galaxy S7 Edge

The following devices require a software update. Devices that are running the most up-to-date software version available already have the fix installed on their device:

Model No.	Device Name
SM-A315G	Galaxy A31
SM-A325F	Galaxy A32
SM-A426B	Galaxy A42 5G
SM-A505YN	Galaxy A50
SM-A525F	Galaxy A52
SM-A715F	Galaxy A71
SM-A716B	Galaxy A71 5G
SM-A725F	Galaxy A72
SM-A530F	Galaxy A8 (2018)
SM-G610Y	Galaxy J7 Prime
SM-J730G	Galaxy J7 Pro
SM-J810Y	Galaxy J8
SM-N970F	Galaxy Note10
SM-N980F	Galaxy Note20
SM-N985F	Galaxy Note20 Ultra
SM-G780F	Galaxy S20 FE
SM-G780G	Galaxy S20 FE
SM-G985F	Galaxy S20+
SM-G398FN	Galaxy XCover 4s
SM-G525F	Galaxy XCover 5

How do I work out if my device is impacted and what does this mean for me?

We’ll be contacting customers using these devices directly via email or SMS, to provide specific instructions. Depending on the model, customers will need to update the software on their device or replace it. If a replacement is required, we’ll provide some options based on our customer’s needs.

How do I find the model number of my Samsung device?

Go to Settings, and then tap About phone to view the model number. We will contact all customers directly that need to replace their device or update their software. You can find instructions for updating your software below.

What happens if I don’t act?

Under the Government’s Emergency Service Call Determination, all mobile network operators are required to block devices from their networks that are not configured to access emergency call services. If your device is on the list of impacted devices, you will have 28 days from when we notify you to update the software or replace your device to stay connected to the Telstra Wholesale network. After this time, the device will be blocked from accessing all Australian mobile networks.

Can these devices still call Triple Zero today?

Yes. As long as they are connected to the Telstra Wholesale network, or where it is not available, the Optus network has greater signal strength than the Vodafone network, the phone will be able to connect a Triple Zero call.

Can I still use my phone on my home Wi-Fi after it is blocked? 

Yes. Your phone can connect to a Wi-Fi network for data purposes only. However, blocked devices won’t be able to make or receive voice calls over Wi-Fi, including emergency calls, or send and receive SMS. 

What if I need more help?

If you have one of the impacted devices and need more help, consumer customers can call our specialist team on 1300 83 53 24. Business customers can call their account manager.

How do I update the software on my Samsung device?

Using two fingers, swipe down from the top right corner of the screen, and then tap the Settings icon.
Swipe to and then tap Software update or System updates. It will vary between models.
Tap Download and install, Check for system updates, or Check for software updates. If an update is available, it should begin downloading automatically, although you may need to tap Download now on some devices.
When the download is complete, follow the on-screen instructions to install the update.
You may need to follow these steps a number of times to ensure your device has the latest version.

Frequently Asked Questions

Our Most Common Questions

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About

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Frequently Asked Questions

Our Most Common Questions

Got some questions for us?

Help

About

Legal

Head Office

Welcome to TeleChoice!