Westnet Mobile FAQs

This article will answer some frequently asked questions about Westnet Mobile phone services.

Select one of the links below to jump to a query:

Yes, you can! Our mobile plans are available to everyone - just make sure you're ordering the right size of SIM card for your mobile handset.
 

Yes, as long as you have a registered ABN.
 

Once you have your Westnet Mobile SIM card, you’ll need a mobile handset that will work on an Australian mobile network and isn’t locked to a non-Optus provider. All handsets that were sold by Westnet are not locked. If you’re not sure if your handset is locked, please check with the provider you purchased it from.

To use mobile data, you’ll need to make sure your handset supports the following:

  • 900Mhz and 2100Mhz HSDPA (required for 3G coverage)
  • 1800Mhz FDD-LTE and 2300Mhz TDD-LTE (required for 4G coverage)

Please note: If you use a BlackBerry handset, you will only be able to make and receive calls and SMS. BlackBerry Internet, BlackBerry Messenger and BlackBerry Email will not work with Westnet Mobile.

We don't support putting Westnet Mobile SIM cards in tablets (e.g. iPad) or Mobile Broadband routers such as a dongle or wireless hotspot.

 

 

There are three SIM card sizes – Standard, Micro and Nano. Please check your mobile handset’s manual or manufacturer’s website to learn which SIM size you need.

 

Westnet Mobile SIM cards are dual-cut, so you can pop a smaller Micro SIM card out of the Standard SIM card. We also sell single-cut Nano SIMs.

 

Check your location on our coverage map. It’s updated directly from our network wholesaler, Optus.

The Optus 3G network currently covers 98.5% of the Australian population. Optus is continually upgrading sites to provide 4G coverage on the superfast 4G Plus network – available in all capital cities and hundreds of regional and holiday towns across Australia.

 

All mobile devices sold by Westnet are backwards compatible. That means that if a 4G network is unavailable, it will default to the 3G network.

 

A 4G network has the potential for much faster internet connectivity than a 3G service. Performance-wise, this means less buffering, better audio quality, improved gaming experience and smoother streaming services with reduced lag.

 

New mobile numbers usually activate within 2 to 4 hours.

If you’re porting an existing mobile number to Westnet from another mobile provider, the process may take up to 72 hours. You can just leave your old SIM card in your handset and once it stops working, that’s your cue to switch to your new Westnet SIM card.

 

What is and isn’t covered by your monthly call, messaging and data inclusions can be found in our Mobile Terms. For older plans, refer to the relevant Critical Information Summary available here.

 

You can monitor your usage by logging in to MyAccount using your Westnet username and password.

Please note: All data and call usage records may be delayed by up to 48 hours.

 

Data usage is recorded and charged in increments of 1 kilobyte. Both uploads and downloads are counted towards your monthly data quota.

All data usage will be displayed in the hour that the data session ends. For example, if you begin a data session at 1:35pm and finish at 2:25pm, all data usage for that session will be shown in the 2:00 - 3:00pm time slot in MyAccount, and the 1:00 - 2:00pm column will show no data usage.

 

Yes. Westet is required to notify you by email and SMS once you reach 50%, 85% and 100% of your monthly call/text value and monthly data limit. In the event that high usage causes you to reach multiple thresholds (e.g. 50% and 85% or even 50%, 85% and 100%) within the same 48-hour period, the notification for the higher threshold may be the first notification you receive.

Please note: All data and call usage records may be delayed by up to 48 hours.

 

If you exceed your call/text value, or make excluded calls/texts, your calls/texts will be charged in excess at the applicable call rates for your plan. All excess usage charges are billed in arrears for the previous month.

We will also notify you when you start to exceed your included plan value by $50, $100 and $150.

By default, once you exceed your included plan value by $200, we will restrict your Mobile service. This amount is known as an excess spend limit or unbilled usage limit and can be changed by calling us on 1300 786 068.

Please note: All data and call usage records may be delayed by up to 48 hours.

 

Our mobile plans typically include certain types of usage, such as national SMS, or standard national calls, up to a certain value each month (or in some cases unlimited).

However, there are types of usage that are not included in plans, therefore they are excluded usage. All charges for excluded usage are billed in addition to your monthly plan fee, similar to excess usage charges if you exceed your monthly limit.

Some of the best examples of excluded usage are Premium services. Premium call/SMS services are often advertised on TV or in magazines. They require you to subscribe to the service by texting or calling their number (typically starting with ‘19’). Westnet does not provide nor apply additional charges for premium services; all premium service charges are passed on to you directly from the third party provider of those premium services.

You can see what's included or excluded in your plan and check the applicable rates in the Critical Information Summary for your mobile plan, available here.

 

 

Excess data usage is treated differently depending on your mobile plan. If you’re on a grandfathered mobile plan, you might like to consider upgrading to a current plan to take advantage of the excess data blocks.

 

Current plans

Once the included data allowance in your plan is exceeded, excess data is automatically charged at $10 per 1GB block (usage rounded up, for example 1.1GB of usage would be counted as 2 x 1GB blocks, totalling $20.) Please note that excess data does not roll over to the next month.

You’ll receive an SMS each time a $10 data block is applied to your mobile service.

Once 10GB (or $100) of excess data charges have been accrued in the same month, we will restrict your Mobile service. This excess data limit cannot currently be changed, but you may call us on 13 22 58 to remove the restriction for that month and continue purchasing excess data if you want to.

 

 

Grandfathered plans

Our grandfathered mobile plans charge excess data at 5c/MB* (charged in 1 kilobyte increments). For example, 1.1GB would total $55 (1100MB x 5c).

*This rate may be higher on older plans – refer to the appropriate Critical Information available here for more information.

Excess data usage charges are counted along with excess calls/text charges for your unbilled usage limit. See the advice above for exceeding the monthly call/text value for more information.

 

No. There are no contracts associated with Westnet Mobile.

If you choose to pay for a mobile handset from Westnet by instalment plan and you decide to cancel your Mobile service before all instalments are paid, you’ll be charged the remaining unpaid amount in full.

 

You can change your Westnet Mobile plan at any time in MyAccount for no additional fee.

If you have one of our current plans, plan changes usually take effect within 24 hours. However, please note that if you are upgrading one of our discontinued mobile plans, the change may not occur until the beginning of your next billing period. Learn more.

 

Your monthly access fee will be charged one month in advance, and any excess calls or data usage will be charged in arrears.

All of our current mobile plans have a billing period from the 1st to the 1st of each calendar month. This may be different to the billing period for your other iiNet services, but you’ll still receive one monthly invoice listing charges with their applicable billing dates.

Learn more about Mobile Billing.

Note: Some grandfathered mobile plans were aligned to the billing period for your other Westnet services. This practice has been discontinued with our current plans.

 

No. You’ll receive a pro-rata quota for the exact number of days remaining in the current month. This affects any type of usage with a monthly quota.

For example, a plan with 2GB of monthly data is activated on 20 June. There are 30 days in June, so the full monthly quota will get broken down into approx. 66MB of data per day (2000MB divided by 30 days). This means that for the 10 days between 20-30 June, you would receive approx. 666MB (66MB x 10 days). As of 1 July, you would receive your full monthly quota as usual.

For plans with unlimited inclusions for certain types of usage (e.g. plans with unlimited Standard National calls) don’t worry – unlimited inclusions will not get reduced to a pro-rata quota.

 

See International Roaming.

 

This can be done by logging in to MyAccount. From here, you'll be able to see and modify all aspects of your Mobile service, with the exception of international roaming.

 

Tethering allows smartphones like the iPhone to act as a Wi-Fi hotspot for a computer or Wi-Fi device to access the internet using your mobile data. By default, all Westnet Mobile plans have this feature enabled, however it may not work on some mobile devices.

Westnet does not recommend the use of tethering. If you choose to tether, be aware that the data used when tethering DOES count as part of your monthly mobile data allowance. Be careful to avoid excess data charges.

Please note: All data and call usage records may be delayed by up to 48 hours.