Question 1

What are The Good Guys Mobile Upfront Plans?

Accepted Answer

The Good Guys Upfront Mobile and Mobile broadband plans in partnership with Telstra. We utilise the Telstra mobile network and Telstra’s team support elements of your mobile experience with The Good Guys. Our partnership with Telstra means that you may sometimes be referred to the Telstra website or The Good Guys Mobile app.

Both The Good Guys Upfront Mobile and Data Plans are provided by Telstra. Please read the Telstra Privacy Statement which sets out how your personal information is collected, used and disclosed (including for marketing purposes) and your rights in relations to accessing and correcting that information. When signing up to The Good Guys Upfront Mobile and Data Plans, you agree to the collection, use and disclosure of your personal information in accordance with the Telstra Privacy Statement.

For information on available roaming packs please see here.

Question 2

What is included in my plan?

Accepted Answer

4G and 5G network access.

Ability to share data between up to 10 eligible The Good Guys mobile or data plans on your account Unlimited Calls + SMS + MMS to standard Australian numbers.

Ability to add on an International Calling Pack to make calls and send texts from Australia to standard numbers in selected destinations (no free minutes included). Ability to add on an International Roaming Day Pass to use your service in selected overseas destinations.

Dedicated Contact Centre.

Question 3

Can I bring my number from another provider?

Accepted Answer

You can transfer your current mobile number from another provider to The Good Guys Mobile, or you can choose to activate with a new service number.

Keep your existing SIM (from your current provider) in your phone until your service is disconnected. Then insert your The Good Guys Mobile SIM card.

Question 4

I have a Telstra plan; can I change to a The Good Guys Mobile Broadband Plan?

Accepted Answer

Yes, you can migrate your Telstra service to The Good Guys Upfront Plan however you will not be eligible to receive the associated gift card.

When you purchase a service from The Good Guys, you can choose to keep your current mobile number or get a new one. If you want to keep your current Telstra mobile number, we can transition the number to an Upfront Mobile Plan from The Good Guys in a couple easy steps:

Visit The Good Guys store nearest to you
Provide your personal information to complete your transfer

Please note: You need to be the account holder to transfer a mobile service from any provider to another.

Question 5

I already have a plan with The Good Guys; can I move to a new plan?

Accepted Answer

Yes, if you are no longer in a contracted term on your current plan with The Good Guys, you can migrate to a new Upfront Mobile Plan. However, you will not be eligible to receive a gift card as part of this plan change as this offer is only for customers who are new to the Telstra network.

Question 6

I can’t see my plan in The Good Guys Mobile app?

Accepted Answer

If you can’t see your plan in the App after it has been activated, sign out and then back into the App and it should Appear under the services tab.

Question 7

How do I check & manage my usage?

Accepted Answer

You can manage your Upfront Data Plan from The Good Guys via The Good Guys Mobile 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 https://www.thegoodguys.com.au/mobile-and-broadband-plans

Download instructions

Open the Australian App Store (for Apple users) or the Australian Google Play Store (for Android users)
Search for The Good Guys Mobile and select to install
When the End User Terms Appear, select Accept to start download
Once it’s finished installing, select Open, or find the The Good Guys Mobile App icon on your screen to launch the App

I am currently using the My Telstra App . Do I need to do anything?

Existing My Telstra users will need to manually upgrade their App by searching The Good Guys Mobile in their App store, then tapping update.

Question 8

How do I pay for my service?

Accepted Answer

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.

Question 9

How do I change my payment details?

Accepted Answer

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.

Question 10

How do I change my payment details?

Accepted Answer

You can update your AutoPay details in The Good Guys Mobile App:

Go to Payments and select Payment Settings
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.
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.

Question 11

How do I change my mobile plan?

Accepted Answer

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.

Question 12

How do I cancel my service?

Accepted Answer

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 you can visit your local The Good Guys store, reach out to us via The Good Guys Mobile 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.

Question 13

Can I call international numbers?

Accepted Answer

On your new Upfront Mobile Plan, you can add an International Calling Pack to stay in touch with friends and family overseas.

When choosing a Calling Pack please note if your destination isn’t listed in any of our Calling Packs, you won’t be able to call that destination.

Your International Calling Pack allowance can be used on voice calls to standard international numbers in selected destinations, whilst in Australia. Any unused allowances will expire monthly.

You can cancel your International Calling Pack at any time. If you cancel your International Calling Pack part way through your month, this will be removed immediately. You won’t get a pro-rata refund, but you can continue to access your pack inclusions until the end of the month. If you do not cancel your pack, it will continue on a monthly basis, and you will be charged each month until you cancel.

Once you have used the inclusions of your International Calling Pack, you will need to wait until your plan inclusions reset on your monthly payment date before adding another pack.

How to add an International Calling Pack:

Purchase a pack using or downloading The Good Guys Mobile App.

Zone 1 Unlimited Calls

Canada
China
Denmark
Germany
Guam
Hong Kong
India
Indonesia
Ireland
Japan
Malaysia
New Zealand
Norway
Puerto Rico
Romania
Singapore
South Korea
Spain
Sweden
U.S. Virgin Islands
U.S.A.
United Kingdom
Vietnam

Zone 2 200 minutes + Unlimited calls to Zone 1

Argentina
Bahamas
Bangladesh
Bermuda
Brazil
Brunei
Cambodia
Chile
Colombia
Costa Rica
Cyprus
Czech Republic
Dominican Republic
Faroe Islands
France
French Guiana
Greece
Greenland
Hungary
Iceland
Iran
Israel
Italy
Kenya
Kuwait
Laos
Lebanon
Liechtenstein
Mexico
Mongolia
Nepal
Netherlands
Nigeria
Pakistan
Palestinian Authority
Peru
Philippines
Saudi Arabia
Slovak republic
South Africa
Sri Lanka
Taiwan
Thailand
United Arab Emirates
Venezuela

Zone 3 200 minutes + Unlimited calls to Zone 1

Andorra
Armenia
Aruba
Austria
Azerbaijan
Bahrain
Barbados
Belize
Bolivia
Bonaire
Ecuador
Estonia
Falkland Islands
French Polynesia
Fiji
Georgia
Gibraltar
Grenada
Guatemala
Honduras
Jordan
Kazakhstan
Kyrgyzstan
Luxembourg
Macao
Mariana islands
Mauritius
Nauru
New Caledonia
Nicaragua
Jordan
Panama
Paraguay
Poland
Portugal
Papua New Guinea
Qatar
Russia
Saba
Samoa (Western)
Saint Maarten
St Eustatius
St Helena
St Kitts & Nevis
St Lucia
St Vincent & The Grenadines
Tajikistan
Turkmenistan
Tonga
Ukraine
Uruguay
Uzbekistan
Vanuatu
Wallis Island

Question 14

Can I use my service overseas?

Accepted Answer

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

This can be managed through The Good Guys Mobile 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.

Open the My Telstra App and go to the Services tab.
Select your mobile service and go to Extras, then tap International Roaming.
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 The Good Guys Mobile App

Question 15

What can I do if my mobile reception is interrupted?

Accepted Answer

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.

Question 16

What do I do if my device or SIM card is lost, stolen or faulty?

Accepted Answer

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 Device, 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.

Question 17

How to get a new sim card?

Accepted Answer

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.

Question 18

Where can I go for help?

Accepted Answer

A quick and easy way to lodge a complaint is to message us in The Good Guys Mobile 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.

Question 19

What can I do if I wish to make a complaint about my The Good Guys Upfront Mobile Plan?

Accepted Answer

A quick and easy way to lodge a complaint is to message the Telstra team in The Good Guys Mobile 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.

Question 20

What support is available in times of need or if my circumstances change?

Accepted Answer

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

Question 21

What’s not included in your The Good Guys Mobile Plan?

Accepted Answer

Call to standard international numbers
Use while overseas (also known as international roaming)
SMS & calls to premium numbers (e.g., 19xx numbers)
Calls to some satellite numbers
Earning Telstra Plus points

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

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Frequently Asked Questions

The Good Guys Mobile FAQs

The Good Guys Network FAQs

The Good Guys Porting FAQs

The Good Guys eSIM FAQs

The Good Guys Mobile Broadband Data FAQs

The Good Guys Mobile App FAQs

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Mobile & Broadband Plans

Frequently Asked Questions

The Good Guys Mobile FAQs

What are The Good Guys Mobile Upfront Plans?

What is included in my plan?

Can I bring my number from another provider?

I have a Telstra plan; can I change to a The Good Guys Mobile Broadband Plan?

I already have a plan with The Good Guys; can I move to a new plan?

I can’t see my plan in The Good Guys Mobile app?

How do I check & manage my usage?

How do I pay for my service?

How do I change my payment details?

How do I change my payment details?

How do I change my mobile plan?

How do I cancel my service?

Can I call international numbers?

Can I use my service overseas?

What can I do if my mobile reception is interrupted?

What do I do if my device or SIM card is lost, stolen or faulty?

How to get a new sim card?

Where can I go for help?

What can I do if I wish to make a complaint about my The Good Guys Upfront Mobile Plan?

What support is available in times of need or if my circumstances change?

What’s not included in your The Good Guys Mobile Plan?

The Good Guys Network FAQs

What network does my plan use?

What are my network speeds?

3G closure – what do I need to know?

The Good Guys Porting FAQs

Can I keep my mobile number?

Will I get a new SIM Card?

What information is needed to transfer my number to The Good Guys Mobile

Why did I get an SMS about my date of birth or account number?

Will I incur an early termination charge?

Is the Process of Transferring my number safe?

What is Pre-Port Verification?

I don’t want to complete the PPV process. What happens to my order if PPV isn’t completed?

My phone is damaged and it therefore cannot receive the SMS code. What do I do?

I’ve lost my mobile phone and/or SIM card, so I can’t receive the SMS code. What do I do?

I don’t have cellular coverage to receive the SMS code. What do I do?

I accidentally deleted my SMS code/I never received the code. How do I get a new code?

I want to transfer a device that cannot receive an SMS or call. What do I do?

My code no longer works. What do I do?

I’ve entered my code incorrectly too many times online, or resent the SMS code too many times online. What do I do?

I didn’t request a transfer to The Good Guys, What do I do?

The Good Guys eSIM FAQs

What is eSIM?

What is an eSIM profile?

What types of plans and services are available on eSIM?

What types of devices use eSIM?

Device not listed?

How can I transfer from my physical SIM to an eSIM?

How can I transfer my eSIM to another device?

Do I need to change my plan, my mobile number, or lose my credit if I switch to eSIM?

Can I access Telstra’s 5G network on eSIM?

Why do I need a Telstra ID / Username?

How do I link my Telstra ID to my Telstra mobile service?

Do I need to update my version of iOS to use eSIM on my iPhone?

How does choosing eSIM help the environment?

What is dual SIM?

Are eSIM compatible devices the same as dual SIM devices?

What’s the difference between dual SIM and eSIM?

The Good Guys Mobile Broadband Data FAQs

What Network does my plan use?

Can I bring my number from another provider?

I have a Telstra plan; can I change to a The Good Guys Mobile Broadband Plan?

I already have a plan with The Good Guys; can I move to a new plan?

What happens if I leave before my 24 month commitment term?

How do I check & manage my usage?

How do I pay for my service?

How do I change my payment details?

How do I change my data plan?

How do I cancel my service?

Can I use my service overseas?

What can I do if my data plan reception is interrupted?

What do I do if my device or SIM card is lost, stolen or faulty?

Where can I go for help?

What support is available in times of need or if my circumstances change?