Frequently Asked Questions

From 30 April 2020, we’re legally required to confirm that all customers transferring (a.k.a porting) to The Good Guys Mobile & Broadband from another carrier have legitimate access to the mobile service that they want to transfer.

This pre-port verification (PPV) authentication process has been implemented industry-wide to protect you and limit fraud, as it ensures that the person requesting the transfer has access to the service phone number.

When porting your mobile service from another telco carrier to The Good Guys Mobile & Broadband, you’ll be required to provide the following:

• PPV code
• Your Account Number (Post-Paid customers) or date of birth (Pre-Paid customers)
• The mobile number being ported in (via a device capable of receiving SMS messages)

You’ll receive a 6-digit PPV code via SMS to the mobile number being transferred. The Good Guys representative completing the port of your service will use this code to verify your request if you are in store.

PPV helps us protect customers from fraud by confirming the legitimacy of a port request before it’s completed. Ensuring that a customer has access to the mobile service they’re requesting to port helps reduce the risk of fraud from illegitimate porting.

Not only is PPV a legal requirement, but it’s designed to protect customers from fraud. We need you to complete the PPV process to protect all our customers. Your mobile service will not be ported to The Good Guys Mobile & Broadband without successful completion of the PPV process.

Please come to any The Good Guys store and we’ll lend you a phone so that you can receive the SMS code. Alternatively, you can insert your SIM into another compatible phone.

You can still verify in any The Good Guys store using personal identification. All documents sighted must be valid and not expired, other than an Australian passport:

• Two Category A documents identifying you
• One Category A document and two Category B documents, identifying you

Category A documents

Category B documents

Many carriers can now send an SMS over Wi-Fi. Please try connecting to Wi-Fi and then ask us to resend the code.

Don’t worry, we can send you another. Your sales representative can do this at the time of your order.

Please visit a The Good Guys store to see how we can support.

Your SMS code only works for 24 hours. Don’t worry though, we can send you another. You can even request another code through the activation process in store.

Don’t worry, please contact us on 135088 for help. Alternatively, you can just wait 24 hours and then try again later.

Please immediately contact your current service provider. There is no need to contact The Good Guys Mobile & Broadband as we cannot cancel it for you, as the number is in transit and is therefore not in The Good Guys or our partner, Telstra’s systems yet.

If you suspect your service has been fraudulently transferred (including if you suspect that it has been transferred without your permission), you should immediately contact your current provider, and the Australian Federal Police or the relevant State or Territory Police immediately to report that activity. You should also immediately report that activity to Scamwatch or IDCARE. There’s no need to contact The Good Guys Mobile & Broadband; we cannot cancel it for you as the number is in transit and is therefore not in The Good Guys or our partner, Telstra’s systems yet.

If your device isn't listed check with your device manufacturer to see if eSIM can be used.

No. Switching from a physical SIM to an eSIM doesn’t impact your plan, mobile number or Pre-Paid credit.

Yes. If your The Good Guys Mobile and Broadband plan includes 5G network access and your device is 5G compatible, you can access Telstra's 5G network when you’re in Telstra 5G coverage areas.

A Telstra ID or Username allows you to securely manage your services, track your usage and more in the My Telstra app

To link your service through My Telstra:

1. Sign in with your Telstra ID
2. Go to Services
3. Scroll to Can’t see one of your services?
4. Go to Get help and follow the prompts.

You need to have iOS13 or later, to use eSIM. Not all iPhone models are eSIM-enabled so check the Apple website.

Using an eSIM can eliminate the CO2 emissions involved in manufacture, warehousing, and delivery of a physical plastic SIM.

If your device has a physical SIM and eSIM, or multiple eSIM profiles, it can use up to two mobile services at the same time. By purchasing multiple The Good Guys Mobile and Broadband services, you can make and receive calls and texts with two different mobile numbers and use mobile data, with two separate plans on the same device. The plans do not need to be identical.

Dual SIM requirements, functionality and operation may differ between device models. Check with the device manufacturer for details.

No. eSIM is a digital SIM technology available on compatible devices that allows you to use a The Good Guys Mobile and Broadband services mobile plan without requiring a physical SIM card. Dual SIM devices support two mobile services at the same time. Some dual SIM devices also come with eSIM technology, and vice versa, but not all.

Dual SIM is a capability your device may support, allowing it to support up to two mobile services. eSIM is an embedded SIM that’s built into a compatible device. Your unique eSIM profile can be digitally downloaded using the My Telstra app or an eSIM Card.

You can manage your Upfront Data Plan from The Good Guys via the My Telstra App – you’ll also be able to check your contract term and track your data usage through the app. Just make sure you have your Telstra ID and password to sign in.

You can download the App here - www.telstra.com.au/mytelstra

Download instructions

1. Open the Australian App Store (for Apple users) or the Australian Google Play Store (for Android users)
2. Search for My Telstra and select to install
3. When the End User Terms appear, select Accept to start download
4. Once it’s finished installing, select Open, or find the My Telstra icon on your screen to launch the app

I am currently using the Telstra 24x7 app. Do I need to do anything?

Existing Telstra 24x7 users will need to manually upgrade their app by searching My Telstra in their app store, then tapping update.

You can pay for your upfront services via AutoPay. With AutoPay, you set up automatic upfront monthly payments using your nominated credit card, debit card or bank account. When you sign up or switch to a new upfront plan, you will be required to provide your AutoPay details during the order - these details will then be saved as your default AutoPay details for each upcoming month.

Each month (on the same date), the monthly cost of your upfront plan will be paid via your saved AutoPay details. Your monthly payment date will be the same date each month, unless your payment is due on a date that isn’t in every month (e.g. 31st), it will be paid the following day.

Once your Autopayment has been made, you’ll receive an SMS link to view your digital receipt. You can also view this receipt (and past receipts) in the My Telstra app.

You can update your AutoPay details in the My Telstra app:

1. Go to Payments and select Payment Settings
2. Add a new credit / debit card or bank account. We accept Visa, Mastercard and American Express - double check that the credit card you're nominating isn't about to expire.
3. Once your new payment method has been set up, choose the payment method and then select Set as default.

You can remove unwanted payment methods by choosing the payment method and selecting Remove Account/Card.

With The Good Guys Upfront Mobile and Data Plans you can move up or down the different plan tiers once per month. If you received a gift voucher with your plan you will have a commitment term meaning if you choose to downgrade your plan during the commitment term you will incur a Voucher Repayment Fee. You can check your Voucher Repayment Fee at any time on your My Telstra App or visit The Good Guys in store. Upgrading your plan will not incur this fee. 

Before cancelling your service make sure you take time to check your commitment term or any Voucher Repayment Fee you may incur.

Once you’ve done that and if you still want to proceed with cancelling your service or switching to another provider, you can visit your local The Good Guys store, reach out to us via the My Telstra App or call The Good Guys on 135088

Please note: When you cancel, your service will be disconnected immediately. Any remaining Voucher Repayment Fee will need to be paid out and there will be no refund on any money already paid.

To use The Good Guys Upfront Data Plan overseas, you will need to purchase an International Roaming Day Pass.

This can be managed through Telstra's My Telstra app which will give you a good idea of usage and upcoming bill cost.

If your daily Day Pass limit runs out, you'll get a text with the option for a 1GB data top-up that stays active for 31 days. Already have an active Data top-up? You'll automatically switch to it once you've hit your daily Day Pass data limit.

1. Open the My Telstra app and go to the Services tab.
2. Select your mobile service and go to Extras, then tap International Roaming.
3. Scroll down to International Day Pass and toggle it on, if it isn't already. Day Pass is now activated!

Your Day Pass takes between 15 minutes and 2 hours to activate - you'll receive a text once it's active. You'll only begin paying once you start using your device at your destination. The Day Pass expires within 24 hours of you first using it. This includes data, such as downloading emails or updating your socials.’

Please Note: An International Day Pass charge is automatically applied when you use your services overseas in eligible destinations. Usage includes making or receiving a call, sending an SMS or using mobile data.

An International Day Pass is available for use each day, but you’re only charged when you use your service in an eligible country. Each day a service is used in an eligible destination, $5 or $10 will be charged to your account and the inclusions listed in the table above will be available for use that day (AEST). Unused data expires at the end of each day (AEST).

If you cancel your International Day Pass or deactivate roaming during that day, you’ll be charged the Day Pass charge for that day

Purchase a pack using our partner, Telstra's, MyTelstra App Download or open the My Telstra app

If you’re having mobile reception issues, there are a few things you can try to solve the problem:

• Restart your device. This will refresh your mobile network connection and may solve temporary connectivity issues.
• Check for an outage on Telstra's outages page. If there’s an outage, there isn’t anything you can do until the network is back up and running.
• Try resetting your network settings. Please note you will need to setup your Wi-Fi and Bluetooth pairings again afterward.
• Check your SIM card - try removing and reinserting the SIM or using it in another mobile device.

If you think you’ve lost your mobile, try these steps to see if you can locate it:

• Call or send an SMS from another phone to see if you can hear it.
• If you’ve previously activated a locator like Find my iPhone or Find my Android, you can use this to track your phone’s location. If it shows your mobile in an unfamiliar place, contact the police rather than trying to retrieve it yourself. Good to know: If mobile data is switched off, you’ll be unable to use a Find my Device app.
• Check lost property and the local police station if you think you left it in a public place or building.

How to get a new sim card

If you require a replacement SIM card for The Good Guys Upfront Mobile Plan, you can visit The Good Guys in store or contact 135088. You'll need to visit us in store if you have a new The Good Guys Upfront Plan (i.e. you pay monthly upfront using AutoPay)

A quick and easy way to lodge a complaint is to message us in the My Telstra app. Your feedback will be picked up and managed by a case manager within one business day. Messaging works just like text messages or email, so you can talk to us when it suits you best.

How to lodge:

• Tap the “Get help” tab
• Tap the blue speech bubble
• Message us with ‘I would like to make a complaint’ to begin the process

Make sure you have your notifications turned on, so you’ll be notified when we’ve responded.

For more information on making a complaint please see the complaints handling section on our partner, Telstra’s website.

Our partner, Telstra, has a range of support services to help you through difficult times. For more information please see our partner, Telstra’s support hub

Customer support in times of need - Telstra

• To make calls, SMS or MMS
• Use while overseas (also known as international roaming)
• With an eSIM
• Earning Telstra Plus points

Please note that The Good Guys Mobile Broadband plans will not contribute to the Telstra Loyalty program.