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:

Can I sign up to Westnet Mobile without having any other Westnet services?

Yes, you can! Our mobile plans are available for everyone, but you should check if there's coverage in your area first.
 

Can I get a Business Mobile service if I only have a Residential internet service?

Yes, as long as you have a registered ABN.
 

What do I need for Westnet Mobile?

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.

 

Important information about 2G devices

Our wholesale provider, Optus, shut down their 2G mobile network in 2017. Handsets which only support a 2G signal (i.e. GSM 900Mhz and 1800Mhz) will no longer operate once the 2G network is shut down.

  • WA & NT - The 2G network shut down on 3 April 2017
  • QLD, VIC, NSW, SA & ACT - The 2G network shut down on 1 August 2017

 

Which SIM card size do I need?

Westnet Mobile SIM cards are dual-cut. This means that it’s possible to pop the smaller micro SIM card out of the standard sized SIM card. Please check your mobile handset’s manual to learn which SIM size you need.

Newer smartphones such as the iPhone 5 require a Nano SIM. You can select a nano SIM size when you purchase Westnet Mobile.

Tip: If you have a micro SIM but your device requires a standard SIM, you can purchase a SIM card adapter from most electronics stores.
 

How do I find out if there’s Mobile coverage in my area?

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

The Optus 3G network currently covers 97% of the population in Australia. Optus plans to continually upgrade sites to increase 4G coverage in the future.
 

What happens if I own a 4G service, but I'm outside the 4G coverage area?

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.
 

What’s the difference between a 4G service and a 3G service?

A 4G network has the potential for much faster internet connectivity than a 3G service. Learn more about the 4G network.
 

How long will my Westnet Mobile service take to activate?

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 included and excluded from my monthly call and data allowance?

See Terms, fees & guarantees.
 

How can I track my call and data usage?

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.
 

How is data usage recorded?

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.
 

What happens if I exceed my data allowance?

If you exceed your call allowance, your calls will be charged in excess at the applicable call rates for your plan.

Once the included data allowance in your plan is reached, excess data will be charged at 5c/MB (charged in 1 kilobyte increments). Please note that excess data may be charged at a higher rate on grandfathered plans (i.e. a plan that is no longer offered).

All excess usage charges are billed in arrears for the previous month.
 

Will I be notified before I exceed my included value limit?

Yes. Westnet is required to notify you by email and SMS once you reach 50%, 85% and 100% of your monthly quota.

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

By default, once we’ve received records that you’ve exceeded 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.
 

Am I locked into a contract with Westnet Mobile Voice?

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.
 

Can I change my plan?

You can change your Westnet Mobile plan at any time in MyAccount for no additional fee. Plan changes usually take effect within 24 hours.

If you change your plan, you’ll find pro-rata adjustments on your next invoice.
 

How is Mobile Voice billed?

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

New customers: Billing for your mobile plan will commence when your SIM card is activated.

Existing customers: Billing for your mobile plan will be aligned to the existing billing dates for your other iiNet services. This means that when you activate your SIM card, you’ll be charged an adjusted fee to bring you in line with the end of your current billing period.

You will also receive a proportionately adjusted amount of the call and data allowance. For example, if you are only charged for 21 days of access, you will only receive 21 days’ worth of call and data allowance.

After this initial period, you will be charged normally and receive your full monthly call and data allowance.
 

How do I enable international roaming?

See International Roaming.
 

How do I enable the included features for my Mobile Voice service?

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

Is it possible to tether my phone?

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 is counted 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.