Frequently Asked Questions

From 30 April 2020, we’re legally required to confirm that all customers transferring (a.k.a porting) to The Good Guys Mobile from another carrier have legitimate access to the mobile service that they want to transfer.

This pre-port verification (PPV) authentication process has been implemented industry-wide to protect you and limit fraud, as it ensures that the person requesting the transfer has access to the service phone number.

When porting your mobile service from another telco carrier to The Good Guys Mobile, you’ll be required to provide the following:

• PPV code
• Your Account Number (Post-Paid customers) or date of birth (Pre-Paid customers)
• The mobile number being ported in (via a device capable of receiving SMS messages)

You’ll receive a 6-digit PPV code via SMS to the mobile number being transferred. The Good Guys representative completing the port of your service will use this code to verify your request if you are in store.

PPV helps us protect customers from fraud by confirming the legitimacy of a port request before it’s completed. Ensuring that a customer has access to the mobile service they’re requesting to port helps reduce the risk of fraud from illegitimate porting.

Not only is PPV a legal requirement, but it’s designed to protect customers from fraud. We need you to complete the PPV process to protect all our customers. Your mobile service will not be ported to The Good Guys Mobile & Broadband without successful completion of the PPV process.

Please come to any The Good Guys store and we’ll lend you a phone so that you can receive the SMS code. Alternatively, you can insert your SIM into another compatible phone.

You can still verify in any The Good Guys store using personal identification. All documents sighted must be valid and not expired, other than an Australian passport:

• Two Category A documents identifying you
• One Category A document and two Category B documents, identifying you

Category A documents

Category B documents

Many carriers can now send an SMS over Wi-Fi. Please try connecting to Wi-Fi and then ask us to resend the code.

Don’t worry, we can send you another. Your sales representative can do this at the time of your order.

Please visit a The Good Guys store to see how we can support.

Your SMS code only works for 24 hours. Don’t worry though, we can send you another. You can even request another code through the activation process in store.

Don’t worry, please contact us on 135088 for help. Alternatively, you can just wait 24 hours and then try again later.

Please immediately contact your current service provider. There is no need to contact The Good Guys as we cannot cancel it for you, as the number is in transit and is therefore not in The Good Guys or our partner, Telstra’s systems yet.

If you suspect your service has been fraudulently transferred (including if you suspect that it has been transferred without your permission), you should immediately contact your current provider, and the Australian Federal Police or the relevant State or Territory Police immediately to report that activity. You should also immediately report that activity to Scamwatch or IDCARE. There’s no need to contact The Good Guys; we cannot cancel it for you as the number is in transit and is therefore not in The Good Guys or our partner, Telstra’s systems yet.

No. Switching from a physical SIM to an eSIM doesn’t impact your plan or mobile number.

Yes. If your The Good Guys Mobile and Broadband plan includes 5G network access and your device is 5G compatible, you can access Telstra's 5G network when you’re in Telstra 5G coverage areas.

A Telstra ID or Username allows you to securely manage your services, track your usage and more in The Good Guys Mobile App.

To link your service through The Good Guys Mobile App:

1. Sign in with your Telstra ID
2. Go to Services
3. Scroll to Can’t see one of your services?
4. Go to Get help and follow the prompts.

You need to have iOS13 or later, to use eSIM. Not all iPhone models are eSIM-enabled so check the Apple website.

Using an eSIM can eliminate the CO2 emissions involved in manufacture, warehousing, and delivery of a physical plastic SIM.

If your device has a physical SIM and eSIM, or multiple eSIM profiles, it can use up to two mobile services at the same time. By purchasing multiple The Good Guys Mobile and Broadband services, you can make and receive calls and texts with two different mobile numbers and use mobile data, with two separate plans on the same device. The plans do not need to be identical.

Dual SIM requirements, functionality and operation may differ between device models. Check with the device manufacturer for details.

No. eSIM is a digital SIM technology available on compatible devices that allows you to use a The Good Guys Mobile and Broadband services mobile plan without requiring a physical SIM card. Dual SIM devices support two mobile services at the same time. Some dual SIM devices also come with eSIM technology, and vice versa, but not all.

Dual SIM is a capability your device may support, allowing it to support up to two mobile services. eSIM is an embedded SIM that’s built into a compatible device. Your unique eSIM profile can be digitally downloaded using the The Good Guys Mobile App or an eSIM Card.

You can manage your Upfront Data Plan from The Good Guys via The Good Guys Mobile App – you’ll also be able to check your contract term and track your data usage through the App. Just make sure you have your Telstra ID and password to sign in.

You can download the App here - https://www.thegoodguys.com.au/mobile-and-broadband-plans

Download instructions

1. Open the Australian App Store (for Apple users) or the Australian Google Play Store (for Android users)
2. Search for The Good Guys Mobile and select to install
3. When the End User Terms Appear, select Accept to start download
4. Once it’s finished installing, select Open, or find the The Good Guys Mobile App icon on your screen to launch the App

I am currently using the My Telstra App. Do I need to do anything?

Existing MyTelstra users will need to manually upgrade their App by searching The Good Guys Mobile in their App store, then tapping update.

You can pay for your upfront services via AutoPay. With AutoPay, you set up automatic upfront monthly payments using your nominated credit card, debit card or bank account. When you sign up or switch to a new upfront plan, you will be required to provide your AutoPay details during the order - these details will then be saved as your default AutoPay details for each upcoming month.

Each month (on the same date), the monthly cost of your upfront plan will be paid via your saved AutoPay details. Your monthly payment date will be the same date each month, unless your payment is due on a date that isn’t in every month (e.g. 31st), it will be paid the following day.

Once your Autopayment has been made, you’ll receive an SMS link to view your digital receipt. You can also view this receipt (and past receipts) in the My Telstra App.

You can update your AutoPay details in The Good Guys Mobile App:

1. Go to Payments and select Payment Settings
2. Add a new credit / debit card or bank account. We accept Visa, Mastercard and American Express - double check that the credit card you're nominating isn't about to expire.
3. Once your new payment method has been set up, choose the payment method and then select Set as default.

You can remove unwanted payment methods by choosing the payment method and selecting Remove Account/Card.

With The Good Guys Upfront Mobile and Data Plans you can move up or down the different plan tiers once per month. If you received a gift voucher with your plan you will have a commitment term meaning if you choose to downgrade your plan during the commitment term you will incur a Voucher Repayment Fee. You can check your Voucher Repayment Fee at any time on your The Good Guys Mobile App or visit The Good Guys in store. Upgrading your plan will not incur this fee. 

Before cancelling your service make sure you take time to check your commitment term or any Voucher Repayment Fee you may incur.

Once you’ve done that and if you still want to proceed with cancelling your service or switching to another provider, you can visit your local The Good Guys store, reach out to us via the My Telstra App or call The Good Guys on 135088

Please note: When you cancel, your service will be disconnected immediately. Any remaining Voucher Repayment Fee will need to be paid out and there will be no refund on any money already paid.

To use The Good Guys Upfront Data Plan overseas, you will need to purchase an International Roaming Day Pass.

This can be managed through The Good Guys Mobile App which will give you a good idea of usage and upcoming bill cost.

If your daily Day Pass limit runs out, you'll get a text with the option for a 1GB data top-up that stays active for 31 days. Already have an active Data top-up? You'll automatically switch to it once you've hit your daily Day Pass data limit.

1. Open the My Telstra App and go to the Services tab.
2. Select your mobile service and go to Extras, then tap International Roaming.
3. Scroll down to International Day Pass and toggle it on, if it isn't already. Day Pass is now activated!

Your Day Pass takes between 15 minutes and 2 hours to activate - you'll receive a text once it's active. You'll only begin paying once you start using your device at your destination. The Day Pass expires within 24 hours of you first using it. This includes data, such as downloading emails or updating your socials.’

Please Note: An International Day Pass charge is automatically Applied when you use your services overseas in eligible destinations. Usage includes making or receiving a call, sending an SMS or using mobile data.

An International Day Pass is available for use each day, but you’re only charged when you use your service in an eligible country. Each day a service is used in an eligible destination, $5 or $10 will be charged to your account and the inclusions listed in the table above will be available for use that day (AEST). Unused data expires at the end of each day (AEST).

If you cancel your International Day Pass or deactivate roaming during that day, you’ll be charged the Day Pass charge for that day

Purchase a pack using our The Good Guys Mobile App