Mobile Migration FAQ
Migration information
Internode mobile services stopped using the Optus network on or before 30 June 2022.
If you are an affected customer who has not yet made alternative arrangements for your mobile service, please contact us on 1300 704 037 as soon as possible and we’ll be happy to help.
All our mobile plans now use the Vodafone network. A special offer to get plan fees for free for 6 months on any of our current mobile plans may still be available if you choose to reconnect your service with us. This offer is not transferrable to another mobile number.
Alternatively, you may move to another mobile provider.
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.
What happens if I didn't move to the Vodafone network by 30 June 2022?
If you did not take action to either move to an Internode mobile plan that uses the Vodafone network, or port your mobile to another service provider, then your mobile service was disconnected on or before 30 June 2022.
It may be possible to recover your mobile number, in which case we can send you a new replacement SIM. Please use an alternative phone service to call us on 1300 704 037 to make arrangements as soon as possible, otherwise your number may be released at which point it will no longer be recoverable.
Please note: The Internode email address linked to your Internode mobile service will also be closed 3 months after the disconnection date in our email to you. After this date, you will no longer be able to send or receive emails and it may not be possible to recover the email address. To keep this email address active, please call us on 1300 788 233 as soon as possible to arrange a standalone mailbox at no additional cost.
SIM information
Will I need a new SIM on the Vodafone network?
Yes. Please note that any Internode SIM previously posted to you cannot be activated or reused after the disconnection date in our notice to you.
If you did not activate your SIM before the disconnection date, it may be possible to recover your mobile number and send you a new replacement SIM. Please use an alternative phone service to call us on 1300 704 037 to discuss this possibility as soon as possible.
Which SIM sizes are available?
Each SIM is 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 my new SIM in my phone as soon as I receive it?
No. You should only insert your 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 include instructions on how to activate it online in My Internode . Please call us on 1300 788 233 for assistance if you are unable to activate online.
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. SIM delivery is free of charge and you will not be charged a porting fee to move to the Vodafone network.
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 are in the email and the Critical Information Summary we sent to 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 (although these will not include the special offer as detailed in the emails we sent you).
What happened to my billing cycle if I accepted the offer to switch to the Vodafone network?
Your billing cycle restarted once your new plan on the Vodafone network was activated.
What happened to plan fees I'd already paid for my old mobile plan?
You would have received a credit on your Internode account for any unused plan fees that you paid in advance from the date your mobile service was disconnected. If you did not have any other Internode services on your account, this credit balance would have been refunded to you. In the event that we could not refund you automatically due to missing or invalid payment details on file for your Internode account, we would have contacted you via email 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 to pay for your other services.
If you chose to move to a new Internode mobile plan on the Vodafone network, your credit balance was transferred to your new Internode account.
If you did not activate the new SIM we sent you, you moved your number to another provider, or you cancelled your service, your credit balance has been (or will be) refunded to you. In the event we could not refund you automatically due to missing or invalid payment details on file for your Internode account, we have emailed 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 by selecting Request PUK code.
If you do not see this option, please call us on 1300 788 233 for assistance.
My new SIM is not working, what do I do?
If you have activated your new SIM and it is 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 that any Internode SIMs previously posted to you cannot be used or activated after the disconnection date advised in our notice to you. If your disconnection date has passed, it may be possible to recover your mobile number. Please use an alternative phone service to call us on 1300 704 037 to make arrangements and organise a new replacement SIM as soon as possible, otherwise your mobile number may be released, at which point it will no longer be recoverable.
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.
