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Once I have sent the paperwork back to Fresh Mobile, approximately how long will it take to get my mobile handset/s?
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A1. |
Once we have received all the mobile paperwork and a credit check has been completed, we will order the mobile handset/s. This may take up to 10 business days from date of order to delivery of mobile handset/s to you.
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How long will it take to do the porting from my previous provider?
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A2. |
The porting process can take up to 15 minutes to 4 hours. You will not be without a mobile during this time and you will be able to make and receive calls from your mobile using your previous providers network.
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How do I know when I have successfully been ported onto the Fresh Mobile billing platform? |
A3. |
Once the porting has taken place, you will notice that your mobile has lost reception or you cannot make a call. Once this has taken place, you will need to turn your mobile handset off and put the new Fresh Mobile SIM Card into your handset and simply turn your mobile handset back on.
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Will I be able to keep the same mobile number? |
A4. |
Yes, you will be able to keep your mobile number that you have with your previous provider unless it is a prepaid service or your service has been cancelled.
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Will I lose all my contacts when the porting takes place? |
A5. |
Once Fresh Mobile have been notified that you are ready to be ported over to the Fresh Mobile billing platform, our Mobile Coordinator will advise you to save your contacts to your mobile handset until the porting has taken place and then you can save them back onto your sim card.
You will lose your photos and also messages as they are stored on the handset memory. Unless you have a memory card or a USB cord that will transfer this to your computer unfortunately all memory will be lost from the mobile handset.
Note: If you are keeping the same mobile, the above doesn't apply except for saving your contacts to the mobile handset.
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When will I receive my final bill from my previous carrier with the final payment details? |
A6. |
Once Fresh Mobile has taken your numbers over to the Fresh Mobile billing platform, you will receive a final bill from your previous provider with the payout of your contract and for any calls made prior to porting of your service. This will be issued to you on your bills issue date.
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If I have any questions regarding the plans that I am on who do I address them to? |
A7. |
If you have any queries regarding your current Fresh Mobile plans, please contact our office and speak to one of our professional Mobile Coordinators.
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If I have a faulty handset, is this covered in my Fresh Mobile contract for it to be repaired or replaced? |
A8. |
If you are experiencing difficulties with your mobile handset, you will need to contact Fresh Mobile so we can arrange for your mobile handset to be returned to our office in order for the mobile handset to be sent away for repairs.
When you contact our office our Mobile Coordinator will try some trouble-shooting with you whilst you are on the phone to test the handset before your return it to our office.
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Why is there so much paperwork involved with the porting process? |
A9. |
In order for Fresh Mobile to proceed with your mobile porting, Fresh Mobile needs to conduct a credit check of either the company or the individual before ordering handsets and porting the mobiles across to Fresh Mobile.
Our system will not allow us to order phones without the paperwork to check that all of the numbers and account details.
The paperwork provides Fresh Mobile permission to port the numbers and complete the process without any inconvenience to the customer.
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What happens if I need to cancel my contract prior to the end of contract period? |
A10. |
You will be required to pay the total of the minimum monthly spend, multiplied by the number of months remaining on the term. For example; a customer on a $59 plan cancels their Fresh Mobile service three (3) months prior to the conclusion of a 24 month term, the customer’s final Fresh Mobile account will include usage up to the date of termination plus an amount equal to $177 ($59 x 3 months).
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How can I pay my Fresh Mobile phone account? |
A11. |
Please contact our office on 1300 720 970 to pay your account by either visa or mastercard. Alternatively if you are paying by cheque, please make the cheque payable to Fresh Mobile and address it to: PO Box 1058, Mittagong NSW 2575.
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Is there a cost to upgrade my Fresh Mobile Plan or CAP Plan? |
A12. |
Not if you are upgrading to a higher plan i.e. Upgrading from a $59 plan to a $79 plan.
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Is there a cost if I wish to downgrade my Fresh Mobile Plan CAP Plan? |
A13. |
Yes, there will be a flat fee of $200.00 charged to your next Fresh Mobile account.
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What do I need to do to set up International Roaming? |
A14. |
Call Fresh Mobile before you go overseas to ensure that you have the International Roaming access for all the countries / networks that you will require the use of your mobile phone.
We would recommend that you contact our office at least five (5) business days prior to your departure.
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Are there any set up charges for International Roaming? |
A15. |
No, there are not any set up charges.
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What are the Call Charges? |
A16. |
Please contact our office and speak with one of our Mobile Coordinators regarding all International Call Rates.
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What do I do if my phone has been stolen or lost? |
A17. |
Contact Fresh Mobile on 1300 720 970.
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How much is a replacement SIM Card? |
A18. |
A replacement SIM Card is $30.
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What do I do if my mobile phone is blocked? |
A19. |
This may occur if you have entered in an incorrect PIN. After the first attempt to unblock your mobile, we recommend that you contact Fresh Mobile for assistance on 1300 720 970.
If you continually enter an incorrect PIN into your mobile it may damage your SIM Card and a replacement card will incur a fee of $30.
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What are Special Calls? |
A20. |
These include 1800, 1900 and Directory Assistance (1223 & 124 YES, 12456)
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