FAQ
Billing FAQ
Several things could cause your bill to look higher than usual or higher than you expect. We have written a description of the common reasons below. Please check page 3 of your bill carefully and read the below descriptions before reaching out to our team. Hopefully, this article will answer your question!
IMPORTANT: If you have just received your first bill you will see two plan fees on Page 3. The smaller plan fee is a partial month or pro-rata plan fee. This one-off fee covers the period from the first day your service was activated through to the start of your billing cycle on the first of the month.
Got a charge on your invoice that you are not sure of? You can see on the 3rd page of an invoice for all the payment descriptions or you can call us on (03) 8400 5212 or email us at support@aquamobile.net.au to get the better understanding
Monthly charges will start for your service when your service is activated. We will email you when this activation is complete, and charges will begin from this date.
Please note that this is not the same as the date that you start using your service. As such we recommend starting using the service as soon as you receive the confirmation email from us so you can make the most of your service plan.
You can use your bank account for ongoing payment. These can be entered during or after the sign-up process and will be used for ongoing payments. A credit or debit card is required for any upfront payment. Upfront payments would include your first month of service plan fee and any hardware charges.
We require your account to be settled monthly using a credit card or bank account direct debit.
Direct debits are processed on the due date which is the 10th of every month specified on the first page of your invoice Payment of your first month and any hardware charges is taken at the time of sign-up. The first month sits on your account as a credit until your service is connected.
Pre-payment of your first month of service access is taken at the time of sign-up. This pre-payment then sits on your account until your service is activated.
If the balance shows a negative amount, you do not need to make another payment.
- The negative balance is usually your pre-payment amount when you first signed up. This amount sits on your account as a credit while waiting for your service to be connected. This amount would be covered when your first bill is generated.
- If you have been a long-time customer and you see the negative balance on your account, it is possible that you have overpaid your last bill or credit has been applied on your account that is more than the actual amount due. If you want to receive this negative balance back, we can arrange a refund for you within 3-5 business days or you can leave this on your account to cover you for the next month's payment.
MOBILE FAQ
Any Australian mobile phone number that is currently active can be transferred or ported to Aqua Mobile, we will do all the work for you and you don't need to let your current service provider know
If porting Post Paid plan service – you need to provide the CID(customer ID) and if porting prepaid service the correct date of birth should be entered.
We will process the transfer/port of your phone number(s), which will tell your current provider that your numbers are no longer connected on their billing platform. They will then generate a final invoice notifying you of any credits or debits.
Monthly charges will start for your service when your service is activated. We will email you when this activation is complete, and charges will begin from this date.
Please note that this is not the same as the date that you start using your service. As such we recommend starting using the service as soon as you receive the confirmation email from us so you can make the most of your service plan.
Unfortunately, it is not possible to transfer/port your international mobile phone number to Aqua Mobile. We will provide you with a brand new phone number as soon as you have signed up so give it out to your family, friends, or colleagues before you arrive in Australia.
If you've received your Aqua SIM card, it's now time to connect. If you're transferring your number from another provider, the most important thing to know is that you never lose service during a transfer as your new service with Aqua will be active the minute your service with your old provider is deactivated.
It usually takes 2 hours or a max of 24-48 hours to transfer your number.
Activation requests need to be made between 9 am to 5 pm, Monday to Saturday, for the above transfer times to apply. Any requests outside these hours will be actioned at 9 am on the following business day.
Note: These processing times are an estimate only as network outages can cause delays.
You will know your number has successfully been transferred to Aqua when your old service has stopped working. At this point, swap out your old SIM with your new Aqua SIM. If the service still isn't working, simply power cycle your phone by switching it off and on again.
This is why it is important to keep your old service provider's sim card on the phone so you will know exactly when the transfer has taken place.
Firstly try turning your device off and on with your new Aqua sim card inserted, this is sometimes needed to finalize the connection process on the Optus network.
Secondly, your phone could be network locked if it was previously on the Telstra or Vodafone networks.
Activation requests need to be made between 9 am to 5 pm Monday to Saturday for the below transfer times to apply any requests outside these hours will be actioned from 9 am the following business day.
This means that your sim card has not been inserted correctly or you are trying to use the wrong size sim card in your phone. Ensure that you have got the right size sim card for your handset and that check your phone manufacturer’s instructions on inserting your sim card correctly.
This means that your phone is locked to the Telstra or Vodafone networks you can unlock your phone.
The first thing to do when your phone says Emergency Calls Only is to turn your phone off and on. Once you have turned your phone off and on and your old sim card has stopped working and your Aqua sim card still says Emergency Calls Only your phone is probably locked. If your phone is locked to the Telstra or Vodafone networks you can unlock your phone.
if your phone is showing 'Network Registration Failed' it can mean a few things:
Simply Call us on (03) 8400 5212 or email us at support@aquamobile.net.au and we will reactivate your Voice Mail service once we have confirmed that this has been done all you need to do is dial 321 from your handset and go through the setup procedure.
NBN FAQ
NBN™ stands for National Broadband Network. It is the service in which the majority of Australians use to access the internet from their homes and businesses. You may visit www.nbnco.com.au
The NBN will be available to everyone in due course with the service being rolled out across Australia in stages You can call us on (03) 8400 5212 Or email us at support@aquamobile.net.au to find out if the NBN is available to order at your property
Monthly charges will start for your service when your service is activated. We will email you when this activation is complete, and charges will begin from this date.
Please note that this is not the same as the date that you start using your service. As such we recommend starting using the service as soon as you receive the confirmation email from us so you can make the most of your service plan.
As soon as your NBN service is activated billing does commence. We are keen for you to get online with your new NBN Plans as soon as possible so you can start enjoying the great benefits.
Our technical support team is available to assist. Simply give us a call on (03) 8400 5212 Or email us at support@aquamobile.net.au. 9:30 Am – 7:30 Pm You can also message us on WhatsApp on (04) 8885 1810 after working hours.
We require your account to be settled monthly using a credit card or bank account direct debit.
Direct debits are processed on the due date which is the 10th of every month specified on the first page of your invoice Payment of your first month and any hardware charges is taken at the time of sign-up. The first month sits on your account as a credit until your service is connected.
If your property has already been connected to the NBN previously we should be able to get you connected within 2hour or a max of 24-48 hours.
If your property has not been connected to NBN in the past we will likely need an NBN technician to come and activate your service. A general time frame for the next available NBN activation appointment is usually between 1 - 3 weeks. We'll be able to give you a better idea after you order. This is purely dependent on the availability of NBN Co.'s technicians to complete your activation and we always request the earliest available appointment.
You can relocate your NBN service at your new address however there will be a $99.00 service relocation fee.
Yes, you can. This applies when you are just about to move your address.
Firstly you need to be in an area that has had the NBN installed. Currently, NBN is rolling out across the country area by area.
Once NBN is available in your area Aqua Mobile can get you connected to one of our NBN Plans. The NBN is being rolled out using a variety of access methods. We can advise which method of delivery will be available to you. We'll also arrange for the installation and connection of your service.
Simply give us a call on (03) 8400 5212 Or email us at support@aquamobile.net.au today and we'll be able to assist.
We will keep you up to date regularly on the progress of your order via email.
You must look out for these as they will include important information on your activation appointment. This may or may not require you to be in attendance and missing an appointment will cause delays with your order.
In some instances, you will need to request the cancellation of your original NBN service when transferring to Aqua. This will vary based on the technology used to deliver NBN to your property.
For FTTP and Fixed Wireless connections, we will activate the next available port on the NBN equipment installed inside your property. This means after you are successfully connected with Aqua you will need to advise your previous provider that you wish to cancel their service.
For HFC, FTTN, FTTB or FTTC connections we will order an NBN transfer. This means that your original service will stop working automatically when your Aqua service becomes active. You may want to check with your previous provider that they have stopped billing you - but this should occur automatically.
It’s completely up to you if you would like to add any VoIP line with your NBN service. You can choose the VoIP plan from our website. You can make it a Bundle offer with your NBN service plan.
