Mobile & Broadband Plans
Frequently Asked Questions
The Good Guys Mobile and Broadband plans, powered by Telstra, are available exclusively in store across Australia. Got questions? Check out our handy FAQs below and visit here to find out the latest plans – many of which come with incredible BONUS offers.
The Good Guys Mobile FAQs
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.
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.
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.
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.
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.
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.
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.
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 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 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.
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 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.
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
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
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 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.
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.
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
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.
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
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.
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
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.
The Good Guys Network FAQs
All The Good Guys Mobile & Broadband upfront plans are powered by the full geographical coverage of the Telstra Mobile Network.
Speeds vary for reasons like location, distance from base stations, terrain, user numbers, hardware/software configuration, download source and upload destination.
Your capped download speed is the maximum potential download speed for data included in your recharge. Factors impacting typical speed include location, distance from the base station, local conditions, concurrent users, hardware and software configuration and download/upload destination. 5G available in selected areas. Compatible device required.
The Good Guys Mobile and Broadband is brought to you working in partnership with Telstra.
From 12.01am 28 October, Telstra have begun to switch off the 3G network. Impacted devices may include 3G and some 4G/5G phones, smartwatches, tablets, in-home personal emergency alarms, EFTPOS terminals, as well as fire or security alarms. For more information on the 3G closure visit Telstra’s 3G closure page here.
From 28 October 2024, Telstra is legally required to prevent mobile phones that cannot call emergency services (including triple zero) from accessing our network. This includes older 3G handsets, as well as some 4G/5G handsets. If your device is blocked, you will not be able to use that handset for voice or data. Learn more about the Emergency Call Service Determination > >
The Good Guys Porting FAQs
Yes, you can keep your existing mobile number regardless of which The Good Guys Mobile plan you take up.
The Good Guys Mobile is brought to you in partnership with Telstra and therefore the porting process will be supported by Telstra as you activate your SIM. Your Pre-Port verification codes will be supplied via SMS message.
Yes, when you switch your mobile service over to The Good Guys Mobile we’ll give you a new SIM card, which may need to be activated. It’ll have the same service number if you requested to transfer your current number.
You’ll need to provide the following details to transfer your service:
The mobile number you want to transfer
What type of service you’re transferring from (either a service with monthly billing, or a Pre-Paid service)
For services which are billed, we’ll need your telecommunication provider’s account number (you can find this on your most recent bill, or if you’re heading to a The Good Guys store, bring your most recent bill with you)
Your date of birth (if you have a Pre-Paid service, it’s important that your date of birth is the same as your current provider to avoid delays in transferring the number)
Your name and address
An alternate contact method (e.g a different contact number or email address) where you can be reached during the transfer
100 points of ID
Good to know: Make sure the details you provide match your details with your previous provider. Incorrect or mismatching details may delay the transfer. If we have any issues with your request, we’ll send you a text message with your order number, and ask you to reply.
Before you can transfer your service to The Good Guys Mobile, we will send you an SMS as part of the pre-port verification process. The number that you want to transfer to The Good Guys Mobile needs to be active with your current telecommunication provider at the time of transfer. You’ll be able to use your existing service during the transfer process, and once it’s complete, your old service will be automatically disconnected.
Either the account number or date of birth you gave didn’t match those with your existing provider. This has delayed your transfer to The Good Guys Mobile. To finish transferring to us, you’ll need to:
Contact your current provider to confirm the date of birth or account number they have
Respond to our text message and provide the updated details
Once that’s done, we’ll send you a confirmation that your The Good Guys Mobile transfer is back under way.
When you move your mobile number to The Good Guys Mobile, the current provider you’re switching from will cancel your mobile service with them. Once your current provider does this, you may have to pay them an Early Termination Charge when you transfer to The Good Guys Mobile.
You may also have to pay any remaining device or accessory payments you have outstanding with that provider. It’s a good idea to check with them before placing the order.
Yes. In line with new telecommunications regulations, we’ve updated our fraud prevention measures to help stop anyone from trying to transfer your number without your permission.
We’ve added an extra security check to our online ordering process. If you’re transferring your number to The Good Guys Mobile, we won’t complete the transfer until we know it’s you.
From 30 April 2020, we’re legally required to confirm that all customers transferring (a.k.a porting) to The Good Guys Mobile 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, 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
List of Category A documents and descriptions
Item | Description of document |
1 | Australian State or Territory Driver’s Licence issued in the name of the customer by a Commonwealth, State or Territory Department or agency |
2 | Australian Passport with an expiry date in the future or no more than 2 years in the past |
3 | A birth certificate issued by an Australian State or Territory government) |
4 | A foreign military ID card |
5 | A current foreign passport issued by a foreign government which contains a valid entry stamp or visa issued by the Australian government |
6 | Australian citizenship certificate issued by the Commonwealth government |
7 | Certificate of identity or Document of identity issued by the Department of Foreign Affairs and Trade (or by any subsequent Commonwealth Department responsible for issuing a like Certificate of identity or Document of identity at the relevant time) |
8 | Immicard issued by the Department of Home Affairs (or the Commonwealth Government Department responsible for issuing Immicards at the relevant time) |
9 | Indigenous Community Card issued by Services Australia (or the Commonwealth Government agency or department responsible for issuing Indigenous Community Cards at the relevant time) |
10 | Firearms licence issued by an Australian State or Territory Police force and which includes the customer’s photo |
11 | Aviation Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue an Aviation Security Identity Card and which includes the customer’s photo |
12 | Maritime Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue a Maritime Security Identity Card and which includes the customer’s photo |
13 | Australian Government Issued Photo ID card (employee ID) issued by the relevant Commonwealth, State or Territory government and which includes the customer’s photo |
14 | Defence Highly Trusted Token issued by the Australian Department of Defence (or the Commonwealth Government Department responsible for issuing Highly Trusted Tokens at the relevant time) |
15 | Defence Force identity card issued by the Australian Defence Force and which includes the customer’s photo |
16 | Police identity card issued by an Australian State or Territory Police Force and which includes the customer’s photo |
17 | Prisoner identity card issued by the relevant Australian State or Territory prison authority and which includes the customer’s photo |
18 | A trade (work or business) licence issued by an Australian State or Territory government and which includes the customer’s photo (e.g. trade licences, real estate agents, security agents etc.) |
19 | Tangentyere Community ID card issued by the Tangentyere Council (or an organisation which replaces the Tangentyere Council) and which includes the customer’s photo |
20 | Proof-of-Age card issued by an Australian State or Territory government and which includes the customer’s photo |
21 | Australia Post Key Pass issued by Australia Post and which includes the customer’s photo |
22 | Working with Children/Vulnerable card issued by a State or Territory government and which includes the customer’s photo |
Category B documents
List of Category B documents and descriptions
Item | Description of document |
1 | Bank or financial institution card, passbook or statement issued by a bank, credit union or building society. Card statements or passbooks must cover at least 6 months of financial transactions and be in the individual’s name. The individual’s signature must be on the card and their current address on the statement or passbook. Documents from foreign banks or institutions are not acceptable |
2 | Medicare Card |
3 | Post-Paid Telecommunications Billing Record issued by an Australian telecommunications company, which must be a statement of account for a post-paid carriage service issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
4 | Rates Notice issued by an Australian local government council issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
5 | Student ID card issued by an Australian tertiary education institution, Australian secondary school, TAFE or registered training organisation |
6 | Concession and health care card issued by Services Australia or the subsequent agency or Department responsible for issuing concession and health care cards |
7 | Veterans affairs card issued by the Department of Veterans’ Affairs |
8 | Tenancy agreement or lease being a current formal agreement or lease showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
9 | Motor vehicle registration for a vehicle registered in an Australian State or Territory, being current registration papers with the individual’s name, address and proof of payment, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
10 | Electoral enrolment, being proof of electoral enrolment showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
11 | Seniors card issued by a State or Territory government to a resident in that State or Territory who is 60 years of age or over |
12 | A utility account showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
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 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; 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.
The Good Guys eSIM FAQs
eSIM (embedded SIM) technology is replacing the need for traditional plastic SIM cards. It’s a digital way of storing your network service on compatible devices, that’s faster, simpler and more environmentally friendly.
Your eSIM Profile enables your device to connect to the Telstra network without the need for a physical SIM card. You can set up an eligible The Good Guys mobile or mobile broadband service on a compatible eSIM-enabled device via the The Good Guys Mobile app.
The Good Guys Mobile and Mobile broadband Upfront plans are available on eSIM, providing you’re using a compatible eSIM-enabled device.
eSIM is supported in a range of wearables, laptops, tablets and smartphones. Please check compatibility on your device manufacturer’s website or view the list here.Here is a list of the most commonly used eSIM compatible devices:
Apple
All iPhone XR, XS, 11, 12, 13, 14, 15 and 16 models plus iPhone SE (2020 and 2022).
Samsung
All Galaxy s20, 21, 22, 23 and 24 models plus Galaxy Z fold and z flip devices.
Google
Pixel 3a plus all Pixel 4, 5, 6, 7, 8 and 9 models.
Nokia
Nokia X30 5G.
OPPO
Find N2 Flip, Find X3 Pro and Find X5 Pro.
Motorola
Razr40 Ultra and Razr 40.
If your device isn't listed check with your device manufacturer to see if eSIM can be used.
When connected to Wi-Fi, open the The Good Guys Mobile app on the device you're wishing to use the eSIM on. You must have access to the service via the physical SIM to complete the transfer.
From the “Services” tab, select the relevant service and scroll down to “Transfer or restore eSIM”.
Follow the prompts to complete eSIM activation.
Note: Your physical SIM will stop working and cannot be restored. However, you can switch back to physical SIM at any time by ordering a replacement physical SIM card.
When connected to Wi-Fi, open the The Good Guys Mobile app on the device you're moving the service to.
From the “Services” tab, select the relevant service and scroll down to “Transfer or restore eSIM”.
Follow the prompts to complete eSIM activation.
No. Switching from a physical SIM to an eSIM doesn’t impact your plan or mobile number.
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 Good Guys Mobile App.
To link your service through The Good Guys Mobile App:
Sign in with your Telstra ID
Go to Services
Scroll to Can’t see one of your services?
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 The Good Guys Mobile App or an eSIM Card.
The Good Guys Mobile Broadband Data FAQs
Your Upfront Data Plan by The Good Guys is powered by the full geographical coverage of the Telstra Mobile Network.
No, you must receive a new number when transferring from another provider to our Data Plans.
Yes, we can cancel your current Telstra Data Plan and sign you up to The Good Guys Upfront Data Plan.
Yes, if you’re no longer in a contracted term on your current plan with The Good Guys, you can migrate to a new Upfront Data Plan. Please note, you will not be eligible to receive a gift card as part of this plan change.
If you cancel or move to a lower cost plan, then you'll need to pay a Voucher Repayment Fee pro-rated against the remaining months of your plan’s minimum term.
For more information on voucher repayment fees, head to the Critical Information Summary here.
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 here - 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 MyTelstra users will need to manually upgrade their App by searching The Good Guys Mobile 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 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.
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 The Good Guys Mobile 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 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
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 Broadband Plan, you can visit The Good Guys in store or contact 135088.
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.
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
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.
The Good Guys Mobile App FAQs
You can find The Good Guys Mobile App on:
Manage your service for The Good Guys Mobile in just a few taps with The Good Guys Mobile App. Available for iOS and Android.
To sign into The Good Guys Mobile App, use the username which is the email address you provided at time of activation. If you have Telstra services, this will be the same email address as your Telstra ID.
What you can do in the App:
Check your usage
Manage and purchase add-ons
Manage payment details
Get help quickly with easy direct access to support (in-App)
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.
If your plan still does not show up message us in the Get Help tab in the App or contact our team on 135 088.
Your username is the email address given at time of activation of your service, if you currently have the My Telstra App, your username is the same as your Telstra ID used to access the My Telstra App.
You can change the account details in The Good Guys Mobile App or Web Version.
The Good Guys Mobile in a browser and The Good Guys Mobile App lets you manage your account and services from your computer, compatible smartphone, or tablet. Your Telstra ID is the only sign-in you need to access your The Good Guys Mobile Plan. If you don’t have one, register for a Telstra ID now.
Select Profile, under "Manage your profile" you can choose "Account settings" and update personal details.
Please note: Please be mindful, if you update your account details for your The Good Guys Mobile Plan in The Good Guys Mobile App, this will also update your details in your My Telstra App.
To reset your password in The Good Guys Mobile App or The Good Guys Mobile Web Version, follow these steps:
Navigate to the sign in page
Enter your username and select reset password, confirm you’re not a robot by ticking the box
Click on Send email
Check for an email from Telstra. This may take up to 10 minutes to arrive. Tip: If you haven’t received anything, please check your junk/spam folder. If you still haven’t received it, you can click on Resend link from the previous screen.
In the email, click on Reset my password
Enter your new password and click Reset password. If you have forgotten your username you can use our partner Telstra’s link to recover this as well.
If you have forgotten your username you can use our partner Telstra’s link to recover this as well. Recover your username here.
You can manage your The Good Guys Upfront Mobile Plan or Broadband plan with The Good Guys Mobile App.
In The Good Guys Mobile App, you can check your contract term and track your data usage. You’ll need your Username and password to sign in.
The only way to pay for your upfront services is 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 The Good Guys Mobile App.
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.
Please note: Any changes made to your payment settings including changing the default payment method in your The Good Guys Mobile App will also reflect in your My Telstra App.
With our The Good Guys Mobile Upfront Mobile and Broadband Plans, you can move up or down the different plan tiers once per month.
If you received a The Good Guys Gift Card 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 The Good Guys Gift Card Repayment Fee. You can check your The Good Guys Gift Card Repayment Fee at any time on your The Good Guys Mobile App or in-store at The Good Guys. Upgrading your plan will not incur this fee.
Before cancelling your service make sure you take time to check your commitment term or any The Good Guys Gift Card Repayment Fee you may incur.
You can check if your service will have a Gift Card Repayment Fee in The Good Guys Mobile App.
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 13 50 88.
Please note: When you cancel, your service will be disconnected immediately. We won’t refund any money you’ve already paid, and you’ll need to pay out any remaining Voucher Repayment Fee.
