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Everything you need to know about 5G Wi-Fi technology, Wi-Fi calling, data add-ons & more!

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FAQS

An eSIM (also known as an embedded SIM) is a digital SIM card that allows you to activate your mobile plan with Tangerine, without having to use a phy... Read More
If you have a compatible mobile device, installing your Tangerine eSIM is simple. Follow these 3 easy steps: Connect to Wi-FiBefore you proceed wit... Read More
The main difference between eSIM and a physical SIM card is that eSIM is “embedded” digitally in the phone and cannot be removed, whereas ... Read More
You don’t need to switch to eSIM yet in Australia. Most major device manufacturers now support eSIM as well as physical SIM, but not all models... Read More
To move your Tangerine eSIM to another device, you’ll need to do a SIM swap. The easiest way to do this, is via the Self Care Portal. Follow the... Read More
Ok, it’s not instant, but it’s pretty quick and convenient!        Rather than having to visit a store or wait for... Read More
If you don’t see a QR code in your email or the Self Care Portal, we recommend calling us on 1800 211 112. Read More
Our eSIM is only compatible with mobile phone devices. It is not compatible with smart watches or other eSIM devices. Read More
You can easily order a new eSIM quickly via the Self Care Portal. Follow these easy steps: From the mobile dashboard in the Self Care Portal, selec... Read More
It is possible to have multiple eSIM profiles stored on your iPhone. If you find that you do not get mobile coverage after downloading your Tangerine ... Read More
If you’re already a Tangerine customer, you can switch your physical SIM to eSIM quickly via the Self Care Portal. Follow these easy steps: F... Read More
 After the 2 months, your plan fees return to the RRP current at that time, as advertised at www.tangerinetelecom.com.au Read More
If you upgrade or downgrade to a different Tangerine mobile plan during the 2-month period, you will continue to receive the offer on the new plan for... Read More
You can find the Summer Holiday Promotion terms and conditions right here-> www.tangerinetelecom.com.au/policies  Read More
Yes! You can activate up to 5 new services under the Summer Holiday Promotion. Read More
Anyone who signs up to a new mobile service at www.tangerinetelecom.com.au between 21/12/23 and 29/02/24 is eligible for 2 months free mobile plan fee... Read More
The 2 months’ free plan fees apply to plan fees only, no add-ons, pay-as-you-go charges or additional services or charges outside the base month... Read More
To remain connected, you’ll need to ensure that before 31 August 2024: Your device is capable of connecting to the 4G or 5G network If you... Read More
No, you won’t lose your mobile number.   As long as you upgrade to a 4G and/or 5G compatible device and retain your number, you will co... Read More
You may need a new SIM card when you upgrade your device.   Many 3G devices use a mini or micro-SIM, whereas most 4G devices use a nano SIM. ... Read More
In areas that currently only have a 3G signal, Telstra are committed to providing 4G coverage before the closure of the 3G network on 31 August 2024. ... Read More
We often hear 3G, 4G and 5G being discussed when looking to sign up to a new mobile plan but most people don’t know what the difference are!&nbs... Read More
To remain connected, you’ll need to ensure that before 31 August 2024: Your device is capable of connecting to the 4G or 5G network If you... Read More
Voice over LTE (VoLTE) uses the 4G (LTE) network to make phone calls.  Your mobile device will use 4G to make and receive these calls in areas... Read More
No, not necessarily as you will no longer have 3G mobile coverage from 31 August 2024. In instances where another provider has 3G coverage, you may... Read More
Yes, Vodafone has already closed their 3G network and Optus have announced they are closing their 3G network in Australia in September 2024.  Read More
Not all 4G mobile devices have VoLTE, so they still make voice calls on the 3G network. To make voice calls on the 4G network, customers with 4G mo... Read More
Telstra have advised that while it’s not quite as simple as flicking a switch, the closure will commence from 31 August 2024 and will happen rel... Read More
Mobile Network Operators (MNOs) including Telstra, continue to invest in deploying more 4G coverage across Australia and there is no closure date for ... Read More
There are a few options available to help you recycle old mobiles, chargers, and accessories: Drop them off at any Telstra store – just look ... Read More
An International Roaming Travel Pack is a once-off service add-on which allows you to use your mobile service outside Australia in eligible countries.... Read More
Tangerine's 4G mobile plans use parts of the Telstra Mobile Network that cover more than 98.8% of the population with 3G and 97.9% of the population w... Read More
5G brings faster speeds than 4G, making streaming, gaming and downloading larger files a breeze.   The network capability of Tangerine&rsqu... Read More
After you sign up for one of our SIM only mobile plans, using parts of the Telstra 5G (for 5G plans only), 4G & 3G network, we will despatch a SIM... Read More
Yes you can! You can quickly and easily transfer your existing mobile number from any other provider. We offer Self Activation via our Customer Portal... Read More
To activate your SIM card, simply head to activate and follow the steps. If you are transferring an existing mobile number, ensure you keep your old ... Read More
Porting a mobile service means to transfer a mobile number from one service provider to another.  Legally, we must confirm that the person reque... Read More
An International Roaming Travel Pack is a once-off service add-on which allows you to use your mobile service outside Australia in eligible countries.... Read More
You can purchase international add-on packs for an allowance of call minutes to specified international countries. You cannot have two of the same pac... Read More
A Data Add-on can be purchased for use with your existing mobile plan for $12.50 for 3GB. A Data Add-on can be added to your service on a once-off or ... Read More
Yes you can! To receive or make a Wi-Fi call from overseas to Australia, all you need is a suitable Wi-Fi connection, a compatible Wi-Fi calling devic... Read More
Mobile broadband is a SIM only service delivered over a mobile network that gives you the ability to access the Internet and related data services via... Read More
Mobile broadband and wireless broadband are both powered by 3G, 4G and 5G mobile networks that connect your mobile devices to the Internet. However, t... Read More
Tangerine's 5G mobile broadband data plans use parts of Telstra’s 5G, 4G and 3G mobile networks. The service provides 5G Coverage reaching at le... Read More
You can purchase the Mobile Broadband (MBB) Inseego 5G WI-FI M2000 Mobile Hotspot or the Inseego 5G Indoor Router FX2000 from us with your service for... Read More
You can monitor your usage and manage your spend using the Self Care Portal or by calling us on 1800 211 112.  When you reach 100% of y... Read More
If you have roaming active on your mobile service, once you arrive in your destination, you should automatically connect to a network.  If y... Read More
If you have roaming active on your mobile service, once you arrive in your destination, you should automatically connect to a network.  If y... Read More
To set up voicemail on your new SIM, dial 101 from your phone and press the call key. You'll then need to follow the prompts.  When you first di... Read More
The estimated timeframe for SIM activation is between 15 minutes and 40 hours. Activations will only occur during porting hours: Monday to Friday ... Read More
At Tangerine we give our customers the ability to change mobile plans at any time as we understand your data allowance needs may change overtime. This... Read More
If databank is available with your mobile plan, any data allowance on your plan (excluding any extra data purchased under a Data Add-on) which is unus... Read More
You can view your live mobile usage using our customer portal. Please ensure you keep an eye on this if you are concerned about using all your include... Read More
You can enable international roaming by purchasing an International Roaming Pack for your Tangerine Mobile service in your Self Care Portal. We have t... Read More
Your plan includes the ability to gift part of your standard monthly data allowance to other users with a Tangerine mobile service. You can gift up t... Read More
To gift data, follow the steps below: Log into the Tangerine Self Care Portal using your customer account number, email and password. In the Sel... Read More
You can gift up to 50% of your standard monthly data allowance to other users with a Tangerine mobile service. Services do not need to be on the same ... Read More
You can gift up to 50% of standard monthly data allowance for your plan (rounded up to the nearest GB) per billing period for SIM-Only plans. A minimu... Read More
Yes, once you’ve logged into the Self Care Portal, select the 'Mobile' drop down menu, click on 'Active Mobile Services' and select the mobile s... Read More
No. If you’ve been gifted data, your service will use your gifted data before your included plan data. Any unused gifted data at the end of your... Read More
Our mobile SIM-only and mobile broadband data plans are all no lock-in contract so you're free to cancel at any time but, we recommend you align your ... Read More
Plans eligible to receive this offer are Tangerine’s 5G mobile SIM-only plans with 32GB, 50GB, 80GB and 150GB of included data. Read More
The double data offer will be applied to a customer’s eligible mobile service on the date of activation or upgrade and at the start of the next ... Read More
You can upgrade to a higher-value eligible mobile plan after activation multiple times during the offer period (8/11/2023-31/01/2024), and the 3-month... Read More
If you downgrade  or cancel your plan after activation, you will cease receiving the offer from the date of the plan change or cancellation and f... Read More
Any unused Bonus Data at the end of a billing period will be moved to the mobile service’s data bank, up to the maximum data bank cap for the se... Read More
If your existing service has active bonus data obtained as part of another offer (including the previous double data offer that ran between 19 May 202... Read More
Wi-Fi calling uses an internet connection, so if you’re ever in a coverage black hole, Wi-Fi calling allows you to still make phone calls throug... Read More
Wi-Fi Calling is useful when you: Want to extend coverage while indoors; or Are travelling overseas and want to call back to Australia. Need to s... Read More
Just make sure your compatible mobile device is connected to a Wi-Fi network of suitable quality, then simply dial as normal. Read More
Wi-Fi calls are charged as follows: Domestic Wi-Fi calls will be charged and shown as a standard national domestic voice call. Outbound internatio... Read More
Yes, your smartphone or tablet must still authenticate with the mobile network. So, Wi-Fi voice calls are protected by the same secure industry standa... Read More
If you have a compatible device but are still unable to use Wi-Fi calling, this might be due to: The Wi-Fi you are connected to does not support Wi... Read More
Here are some steps to follow if you have a problem with Wi-Fi Calling: Restart your Wi-Fi Router and phone/device Toggle Aeroplane Mode On and Of... Read More
If you’re on the 4G network, your call will move between the Wi-Fi and 4G. If there’s no mobile connection available, then your call will ... Read More
Yes, your calling features such as Voicemail, call waiting or call conference will still work as normal when using Wi-Fi calling. Read More
000 calls are supported on Wi-Fi Calling, however other emergency call fail-safes still apply. Read More
Yes you can! To receive or make a Wi-Fi call from overseas to Australia, all you need is a suitable Wi-Fi connection, a compatible Wi-Fi calling devic... Read More
VoLTE uses the 4G mobile network to make phone calls. Did you know that mobile phones can’t typically make calls on a 4G network. So, without V... Read More
Some of the benefits of VoLTE include: Clearer calls. VoLTE uses the less congested 4G network, allowing for improved call quality. Faster connect... Read More
To access VoLTE, you will need a device which is compatible with the network and is VoLTE capable. Check if your device is capable of VoLTEThe best... Read More
VoLTE call usage is the same as all other voice calls on your mobile plan, which includes unlimited standard calls within Australia. Certain calls to ... Read More
To access VoLTE, you will need a compatible mobile device with correct device configuration. Below is a list of some current mobile devices that are... Read More
4G and 5G refers to the 4th generation and 5th generation of network technology.  4G focused on data over voice calls, which allowed us to strea... Read More
To start using 5G you’ll need a 5G ready device, a 5G mobile plan and access to 5G network coverage (check our coverage map to see if it is... Read More
To access 5G, you will need a 5G ready mobile phone handset and be in a 5G coverage area. Your mobile service will automatically switch to 4G or 3G in... Read More
Tangerine uses parts of Telstra’s 5G (for 5G plans only), 4G and 3G mobile networks. The 5G network is currently being rolled out and is availab... Read More
This is usually due to a mismatch in the information provided to us and that held by your current provider.When porting a mobile number, we require th... Read More
You can reset your voicemail pin in the Tangerine Self Care Portal - 1. Log into the Tangerine Self Care Portal using your customer account number, e... Read More
A PUK (Personal Unlocking Key) code is a security feature that protects your SIM card data. You will need your PUK code if you have entered your SIM p... Read More
The APN Data settings for Tangerine Mobile & Mobile Broadband services are:- ·        Name: Mobile Data... Read More
You can now report scam SMS that are sent to your Tangerine mobile service. Simply forward any scam SMS you receive to 7226 (or "SCAM" on your phone ... Read More
During an unplanned or planned mobile outage affecting the Telstra Wholesale Mobile Network, if you still need to make mobile calls you can: Use Wi... Read More
Yes! During a mobile outage you can still make mobile phone calls using Wi-Fi calling, by using a public payphone or an internet landline. Learn more ... Read More
If the mobile outage is complete and you are still unable to make or receive calls and SMS or use mobile data, try the below troubleshooting tips:&nbs... Read More
Planned mobile outages typically occur due to planned maintenance or upgrades being made to our systems or the network and is necessary to improve you... Read More