Mobile Migration FAQ
Migration information
Why is Internode mobile moving to the Vodafone network?
As part of an exciting partnership with Vodafone, Internode has been selling plans that are powered by the Vodafone network since August 2020. Simply put, this change allows us to deliver better value to our mobile customers. On these Internode plans, Internode will still be your mobile service provider and take care of all support and billing.
When are Internode mobile plans on the Optus network closing?
Internode mobile services will be progressively migrated to the Vodafone network and will stop using the Optus network by 30 June 2022.
We're contacting affected customers to give them time to make alternative arrangements for their services. We advise customers to check their email or SMS notice to confirm the date that their mobile service will stop working. Some services will cease operating on the Optus network earlier than 30 June.
A special offer to get plan fees for free for 6 months on our current mobile plans is available if customers choose to stay with us. Alternatively, they may move to another mobile provider.
How can I move to one of the current mobile plans?
You will receive an email with a request to confirm your address for SIM delivery. We’ll then send you a new SIM to activate. Alternatively, please call us on 1300 704 037 and we’ll be happy to help.
Will the move make me a Vodafone customer?
No, you will remain an Internode customer. Your Internode mobile service will simply operate over the Vodafone network instead of the Optus network. You will be billed by Internode and should contact Internode Customer Service for any enquiries.
Can I nominate a different mobile number to subscribe to the offered plan in my invitation?
No, the invitation is not transferable to another mobile number.
Can I get a different mobile plan instead of the one being offered to me in the invitation?
Yes. If you choose to activate the SIM we send you, you will be placed on a mobile plan which has the same monthly plan fee as your previous plan, although some inclusions may be a bit different. You may switch to another mobile plan in our current range if you prefer, and you will still receive the offer for free plan fees for 6 months.
What happens if I don't move to the Vodafone network?
If you do not take action to either move to an Internode mobile plan that uses the Vodafone network, or port your mobile to another service provider, your existing mobile service will stop working on the date advised on the disconnection notice we sent via email and SMS. This date will be on or before 30 June 2022.
It may be possible to recover your mobile number for up to 6 months following disconnection. After this 6-month period, we cannot recover your mobile number and the number may be allocated to another mobile user.
Please note: The Internode email address linked to your Internode mobile service will also be closed and you will no longer be able to send or receive emails. To keep this email address active, you may arrange a standalone mailbox at no additional cost or have it linked to an active Internode broadband service by calling us on 1300 788 233.
SIM information
Will I need a new SIM on the Vodafone network?
Yes. We'll send you a new SIM via Australia Post that you may choose to activate. Most SIMs will arrive within 2-3 business days, but please allow up to 7 business days for delivery.
Which SIM sizes are available?
The SIM will be triple-cut with all 3 SIM sizes (Standard, Micro and Nano) so you can simply pop out the SIM size you need. Please note that eSIMs are not currently available.
Should I put the new SIM in my phone as soon as I receive it?
No. You should only insert the new SIM once the activation process has been completed. Please keep your old SIM in your phone as a porting authorisation SMS will be sent to your mobile number on your existing service first. When your old SIM stops working, this means the new SIM is activated and you can then put it in your phone and start using it.
How do I activate my new SIM?
Your SIM will arrive with instructions on how to activate it online My Internode . Please call us on 1300 788 233 for assistance if you are unable to activate online.
Please note: SIMs should be activated promptly as they will expire on the date that your mobile service is scheduled to stop working. This date can be found on the email/SMS notifying you about the disconnection of your service.
What if my mobile phone is locked to Optus or another provider?
Your new SIM (and mobile service) will not work if your phone is network-locked to Optus . Unfortunately, we are not able to unlock phones for you.
You can check if your phone is locked to the Optus network by putting a SIM that uses another network into your phone. If it is locked to the Optus network, you will see an error message that your handset is network-locked. You can visit https://secure-unlock.com.au/ou/instructions to unlock your phone. Please note that an unlocking fee may apply.
Billing
Is there any additional fee I have to pay to move to the Vodafone network?
No. We will send a new SIM to you free of charge.
How will the value of my plan and call rates etc. differ compared to my old plan?
Our new mobile plans will have some differences in their call rates and inclusions. Generally our new plans have more data and national call inclusions, however roaming is not currently available, which may affect some customers. The details of your new plan will be in the email and the Critical Information Summary we send you, so you can assess whether it is suitable for you.
If you have any questions about which of our current mobile plans is suitable for your needs, please call us on 1300 704 037 and we’ll be happy to help. You can view our full range of current mobile plans on our website .
What will happen to my billing cycle if I accept the offer to switch to the Vodafone network?
Your billing cycle will restart when your new plan on the Vodafone network is activated.
What happens to plan fees I've already paid for my old mobile plan?
You will receive a credit on your Internode account for any unused plan fees that you have paid in advance from the date your mobile service is disconnected. If you do not have any other Internode services on your account, we will refund this credit balance. In the event that we cannot refund you automatically due to missing or invalid payment details on file for your Internode account, we will contact email you with instructions on how to claim your refund.
I have a credit balance on my Internode account. How will that be affected?
If you have other services on your Internode account, your credit balance will remain on your current account.
If you choose to move to a new Internode mobile plan on the Vodafone network, your credit balance will be transferred to your new Internode account.
If you do not activate the new SIM we send you, you move your number to another provider, or cancel your service, your credit balance will be refunded to you. In the event we cannot refund you automatically due to missing or invalid payment details on file for your Internode account, we will email you with instructions on how to claim your refund.
How will my 6-month discount be applied?
Your plan fees for your new mobile plan will be discounted to $0 for the first 6 months. After that, standard monthly plan charges will apply.
How are Internode plans on the Vodafone network billed?
Internode Mobile plans on the Vodafone network are month-to-month subscriptions that you pay in advance 7 days prior to the end of the monthly period for the following month's monthly charge. You may choose to pay for an optional Prepaid Balance for calls, texts or data that aren't part of your plan's included value.
The Prepaid Balance helps protect you from bill shock. You can only purchase additional data blocks or make international calls etc. if you choose to top up your Prepaid Balance, so you're in complete control of your spend. If you don’t have a Prepaid Balance, you won’t be able to make calls that aren’t included in your plan, or if you use all your plan’s included data you won’t be able to use data until the beginning of your next billing month.
Note that if your service is cancelled, any unused Prepaid Balance will not be refunded to you but will be retained by Internode.
How do I top up my Prepaid Balance?
You can top up your Prepaid Balance at any time in My Internode. Simply log in, select Manage Prepaid Balance, choose the amount to top up and then follow the prompts to make a payment. Please note that payments via direct debit may take up to 3 business days to clear. Payment via credit card is recommended for the fastest top up.
Will details change for BPay payments?
Yes. Our mobile plans on the Vodafone network require payments to be made to a different BPay biller code. If you have any automatic BPay payments set up, you will need to cancel them and set up a new payment. You'll find the new BPay biller code and your unique reference number on your invoice, which you can access at any time in My Internode .
Will details change for Direct Debit payments?
Yes. If you wish to pay by Direct Debit, you'll need to agree to a new Direct Debit Agreement on your new Internode account. You can do this by following these steps:
- Log in to My Internode. If you’ve forgotten your password, please use the Forgotten password link on the login page to access our password reset tool.
- Select Payment Details, then Edit Payment Method.
- Select Direct Debit.
- Enter your BSB number , Account number, and Account name.
- Use the check box to confirm your agreement to the terms and conditions of the Direct Debit Authority Agreement.
- Select Review my order to submit your request and finish.
Technical
What do I do if my phone is asking for a PUK code?
Do not attempt to guess your PUK code as incorrect entries may result in permanent locking of the SIM. You can obtain your PUK code in My Internode :
- For old plans using the Optus network, please call us on 1300 788 233 to retrieve your PUK code.
- For plans on the Vodafone network, select Request PUK code.
Alternatively please call us on 1300 788 233 for assistance.
My new SIM is not working, what do I do?
Your new SIM will not work until activation is complete. Please continue using your old SIM until it stops working - that's your cue to switch to your new SIM.
If your old SIM has stopped working and your new SIM is still not working after 2 hours (i.e. you still cannot make calls), please call us from another phone on 1300 788 233 for assistance.
Please note: You should also confirm that your phone is not locked to Optus. You may be prompted for a "network unlock code" if your phone is network-locked. If this is the case you can visit https://secure-unlock.com.au/ou/instructions to unlock your phone. Please note that an unlocking fee may apply.
Network
How can I check the mobile coverage in my area?
Please check our mobile coverage map .
Will I have access to the Vodafone 4G network?
Yes, all Internode mobile plans on the Vodafone network have access to the Vodafone 4G network. However, you can only obtain 4G speeds when you use a 4G-ready phone (LTE 1800/850 MHz) in 4G coverage areas as per our mobile coverage map . If you are not within a 4G coverage area or your mobile phone is not 4G compatible, the mobile service will automatically switch over to 3G and speeds will be slower than 4G.
