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Frequently Asked Questions
Pre Paid Plan FAQ Section
On Account (Post Paid) Plans FAQ Section
General Information
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Q: How does this Plan work?
A: To set up your Pre Paid service you first need to select either the “ Set & Forget” “Monthly Allowance” recharge option You can change your recharge option at any time to suit your individual needs.
“Set & Forget” Auto Recharge
This is the easiest way to keep your phone “charged” with credit and ready to talk. You are in control by setting your recharge amount to suit your individual needs. The minimum recharge amount is $30.00.
For example: Let’s say you have chosen a recharge amount of $60. When your credit balance goes below $10, we will send you an SMS/text to let you know that you are low on credit and we will then automatically charge your credit card with your nominated recharge amount of $60. This means your total credit then goes up to $70. We will send you an SMS/text when the recharge transaction is complete. Again, when you have used your credit and your balance is down to $10 we will SMS/text you to remind you that you are getting low and we will charge your credit card with another $70. This may happen within a week or two months, depending on your how many calls you make.
You can change your recharge amount at anytime.
Monthly Allowance
With this option you can set yourself a monthly allowance (any amount over $30) and a date that you want your account to be recharged. If your account is in credit on your chosen recharge date, it will automatically “ rollover” so that you don’t lose that credit. If, however, you run out before your monthly recharge date, we will send you an SMS/text to let you know that you are getting low and give you the option of “boosting” your credit balance.
For example: You have chosen a recharge amount of $40 and a start date of the 6th February. On the 6th February your credit card will be charged to add $40 to your credit balance. On the 6th March, your credit card will again be charged $40 to boost your credit. Let’s say that in February you only used $30 of credit, this means that on the 6th March, you will have $50 call credit ($10 from February plus your recharge amount of $40). However, the next month, March, was a busy call month for you and it’s now 15th March and you have already used most of your call credit. We will send you an SMS/text to let you know that your credit has gone down to below $10 and give you the option to “boost”.
To recharge or “boost” your credit before your regular monthly recharge date, you can either:
(a) recharge by sending an SMS/text reminder to (0447100298)
(b) call Customer Service on 1300 665 437 between 8.00am and 10.00pm EST, or,
(c) go online and manually recharge your account
In all cases, we will SMS/text you to let you know that your recharge transaction is complete.
If, for example, you let your account drop to $0, we will send you an SMS/text to remind you that you are completely out of credit. If you don’t choose to recharge your account at this point, unfortunately, your account will be suspended. While you will be able to receive incoming calls, you will not be able to make any outgoing calls. But as soon as you recharge your suspended account, you will be able to use your phone within 1 hour!, provided the transaction has taken place between 8.00am and 10.00pm EST.
Q: Can I purchase a Pre Paid Service without a credit card?
A: No. We need to have up to date credit card details to be able to recharge or top up your account. By using a credit card the transaction is processed immediately whereas a bank account takes 2 business days to process. Please make sure that your financial institution will allow payments to be debited by Talk Down Under. If payments cannot be debited, your recharge amount will not recharge and your service will be suspended until payment is accepted.
Q: How do I recharge?
A: If you go on the “Set and Forget” your account will automatically recharge when your credit falls below $10. If you have chosen the “Monthly Allowance” and need to boost your credit before the monthly recharge date, you can either log in to your account and add a boost amount, you can also SMS/text the amount you wish to boost to 0447100298 or you can call our customer service number 1300 665 437 and we can process the amount immediately.
Q: How do I check my account balance?
A: To check your account balance, log in to www.talkdownunder.com. When you first sign up you will receive a login and a password. Click on the View My Account tab and enter your details. You can also call our Customer Service on 1300 665 437 to check your balance. Please note that call charges can be 24 hours delayed.
Q: Can I change to an On Account (Post Paid) Plan later?
A: Yes you can change to an On Account plan whenever you want. Simply tell us which On Account Plan you wish to change to by contacting our Customer Service on 1300 665 437 or email to info@talkdownunder.com. Please note that any credit on your prepaid service will be forfeited.
Q: How do I cancel my service?
A: To cancel your service either contact our Customer Service on 1300 665 437 or email info@talkdownunder.com. This will take effect immediately. Please note that any credit remaining on your prepaid service will be forfeited.
Q: What is the minimum recharge amount?
A: The minimum recharge amount is $30.00.
Q: How does it all work?
A: By ordering through Talk Down Under, you get your Australian phone number emailed to you before you leave. Let all your friends know your new phone number in advance! Mums and dads can stop worrying knowing that their loved ones are only a phone call away! When you arrive your mobile phone, sim card and other ordered products will be waiting for you to pick up and use straight away.
Q: What is the best plan for me?
A: We have a toll which you can use which will help you decide what plan you should go on. Please click here.
Q: How does an On Account (Post Paid) plan work?
A: On Account (Post Paid) means you will receive an account. Our accounts are sent out by PDF to your nominated email address. Your credit card or bank account will debited the amount within 10 days from receiving your invoice
Q: What is a plan?
A: A plan guarantees a certain number of calls and text messages for a certain value. ie a $45 Plan gives you $45 of calls and text at the call rates within the plan. Once this amount is exceeded you are charged the call rates and text rate outlined in the plan.
Q: What does contract term mean?
A: A contract term is the minimum amount of time you need to be activated on the Talk Down Under service. This is ONE month.
Q: Can I change Plans?
A: Absolutely! Talk Down Under is happy to help you choose the most suitable plan for you. As your calling habits change, you may want to change your level of plan. Just contact us for assistance. There is no charge to change Plans, however the change does not occur until the next billing period.
Q: How do I manage my spending?
A: There are several ways to manage your spending, you can choose a plan as well as using My Account at our website. You will need to enter your account number and password (originally sent to you with your mobile number) to access all your account details. You are able to view your account online at any time. We also send you weekly email alerts letting you know what your current monthly bill is.
Q: What if I am already with Vodafone, Optus, Telstra, 3 or any other provider, Can I migrate to Talk Down Under?
A: Absolutely. This is called a PORT and will transfer your existing mobile number to Talk Down Under. Just call us on 1300 665 437 and we'll organise everything for you!. Please be aware if you are in contract with another carrier they will charge a disconnection fee. Please check with your existing provider. If you are currently using a Pre Paid service then there should be no fees applicable. Again check your terms and conditions with your current provider.
Q: Can I change to a Pre Paid Plan?
A: Yes, you can change to a prepaid plan at any time. You will still receive a final invoice for your On Account plan.
Q: How do I get my Aussie mobile number?
A: To get your Australian mobile number, you just need to follow the ordering process on the website. Once you have completed the order, we will email you your new Aussie mobile number within 48 hours!
Q: What do I do once I have received my Aussie mobile sim card?
A: Once you have received your Talk Down Under SIM card place it in your handset and you are ready to go. Your SIM card will be already activated so you can start making calls.
Q: What information do I need to register and activate my Aussie mobile number?
A: To register and activate your number, we need to capture the following details: 1. Full name 2. Date of birth 3. Gender 4. Email address 5. Date of arrival into Australia
Q: Can I choose what my mobile number will be?
A: Mobile numbers are allocated randomly, so you will not be able to choose your Aussie mobile number.
Q: Can I buy a mobile phone?
A: You have the option of purchasing a stand-alone rate plan, this is useful if you already have a phone that you want to bring with you. If you wish to purchase a mobile phone with your plan, we offer some great affordable handsets. In the order process, you will have the option to purchase a handset. Click here to view all the available handsets we have!. We have provided some specifications for each of the handsets, but if you would like more detail, please contact the handset manufacturer.
Q: Can I rent a handset?
A: No, we do not provide a rental service for handsets, you can use an existing one (if it's GSM compatible in Australia), or purchase one on our site when you activate your Aussie mobile number.
Q: What is a GSM phone? Will it work in Australia?
A: GSM is the acronym for "Global System for Mobile Telecommunications". Australia runs on Duel band (GSM 900Mhz/1800Mhz frequency) and Tri band (GSM 900Mhz/1800Mhz/1900Mhz frequency), so be sure to check that your phone will also support a GSM 900Mhz/1800Mhz/1900 Mhz frequency.
To find out if your phone is either Dual/Tri band, you will need to check with the manufacturers of your existing handset (you can usually find this in the handset's user manual, or online at your handset manufacturer's website). GSM phones will have a place to insert a SIM card behind or below the battery back. The SIM card holds all of your account information including your phone number and call credit and allows you to connect to the local networks as opposed to roaming back to your home country. By having a different SIM card for different countries, you save on international roaming costs.
So you have a GSM phone - Ensure to check the following: 1. Contact your current network to ensure that your phone is not "locked" to their network. If this is the case, your network will have the ability to unlock your phone so that it is able to accept other network SIM cards. 2. Does your phone support GSM 900/1800 MHz, which is the GSM service available in Australia?
NB: Some Dual band handsets support GSM 850/1900Mhz, these will NOT work in Australia, so it is important that you check your handset specifications.
Q: Does my phone have voicemail & text messaging?
A: Yes all services have these features.
Q: Am I charged when I receive calls on my phone?
A: NO! All incoming calls are at no cost to you—only to the caller.
Q: Who and where can I text message?
A: Text messaging is a very easy and affordable way to communicate. Rates vary depending on the plan you have chosen.
Tips on phone security
- Do not leave your phone unattended - anywhere
- Do not leave your SIM card in your phone when unattended
- Do not wear your phone on your hip in crowded areas
- Do not leave your phone in your pocket where it can easily fall out - i.e. check the cab seat before you exit for not only your phone, but any other valuables that may have fallen out during the ride.
- Call the mobile number immediately to help locate a misplaced handset
If you think your mobile has been lost, contact Customer Service immediately on 1300 665437.
Having Problems with your phone?
Before sending your mobile for repair try the following: Remove the Sim card from the back of your mobile phone and wipe it over with a clean cloth, put it into another Vodafone mobile and then try to use the same service. If the SIM card does work in the other mobile then your mobile may need to be repaired. If the SIM card does not work in the other phone please contact us so we can investigate the problem for you. Q: What options do I have for receiving my order?
A: Regardless of whether you ordered an Aussie mobile number on it's own (SIM ONLY), or with a handset, you have several options for receiving your order. You can either choose to pick it up (from one of the options provided in the order delivery stage - these options will vary depending if you are arranging your number through a specific University or Agent) or provide a delivery address. You can also pick your order from a nominated Post Office. If you choose to pick up your order, you will be required to present a Photo ID and e-receipt before you can collect your order. If you choose for your order to be delivered to a specific address, you will be charged an additional AU$11.95 postage and handling fee.
Q: I want to change my delivery option/address, what do I do?
A: If you need to change your delivery option or address, you must contact us immediately so we can update your order. We cannot guarantee that we can change your order delivery details for you, for example, in the case where we may have already sent your order. A change of delivery option or address may incur additional administration fees.
Q: What are the payment methods for processing an order?
A: All payments on Talk Down Under will be processed via credit card over secure internet protocols. We do not accept cash or cheques. If you are already in Australia we accept Direct Debit from Bank Accounts.
Q: I'm not coming to Australia anymore, how do I cancel my order?
A: To cancel your order, you must do so 7 days BEFORE the date you have provided to us as your arrival date into Australia. To cancel your order, please email: info@talkdownunder.com with your full name, date of arrival into Australia and your allocated Aussie mobile number.
Q: What credit cards do you accept?
A: Talk Down Under accepts Visa, Mastercard, American Express, and Bankcard.
Q: What do I do with my Aussie mobile number when I return home?
A: Before you return home, you will need to contact Talk Down Under on 1300 665437 to arrange for them to discontinue your phone service. If you do not you will continue to be charged for the service. If you know when you are leaving please contact us and we can pre arrange to discontinue the service.
Q: I bought a handset and now I'm going home, what can I do with it?
A: You paid for your handset, so it's all yours to keep! You can check if the handset you purchased is compatible to be used in your home country, if it is, you can take it back with you! If you don't want to keep your handset, you could give it to a friend/family member, or check our buy back guarantee on the site.
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