Help Centre: Answers on Telstra, Belong and Boost

Follow the activation steps in your SIM pack, using the activation page or the My Telstra app. You’ll choose a new number or keep your existing one, and verify your ID. Keep your phone connected to Wi-Fi or mobile data while you do it, and restart the phone when it’s done. Our team can help in store if you get stuck.

The easiest way is the My Telstra app: open Services, select your Pre-Paid service and your balance shows on the summary screen. You can also sign in to My Telstra on a computer, or SMS 125 100 from your Telstra mobile with the word ‘recharge’ for your balance. See Telstra’s recharge help.

You can recharge in the My Telstra app, online, or with a voucher. You can pay by credit or debit card, PayPal or voucher, and your recharge should show in your balance within a few minutes. If your voucher PIN says ‘invalid’, check the digits and contact Telstra if it still fails. See Telstra’s recharge help.

Open the My Telstra app, tap Services, select your Pre-Paid service, scroll to Auto recharge and follow the prompts. Auto recharge keeps your service active so you don’t run out of calls, texts and data, and you’ll still get low credit and expiry notifications.

Rollover lets you save unused data if you recharge before your plan expires. On Telstra Pre-Paid Mobile, Continuous Data Rollover can save up to 200GB if you recharge before expiry onto another 7 or 28 day recharge. If you let your recharge expire, the rolled-over data is lost. See Telstra’s Pre-Paid FAQs.

Your service stops working when your recharge expires, and if you don’t recharge in time your number can be deactivated and lost. Telstra gives you a grace period after expiry (around 6 months, depending on your plan), but you can’t use the service during that time. Check your plan’s details, and set up auto recharge to be safe.

Yes, if your phone supports eSIM, you can convert your Telstra physical SIM to an eSIM through your Telstra account. Follow Telstra’s SIM to eSIM guide, and keep your old SIM in until the eSIM is working. We can help in store. See our eSIM page.

Not at the moment. Telstra says eSIM isn’t yet available if you’re keeping your number from another provider. If you want to keep your number, choose a physical SIM, and you can look at converting to eSIM afterwards. See Telstra’s eSIM page and our Switch to Telstra page.

Use the My Telstra app. It shows your mobile data usage, plan details and recent payments, lets you pay a postpaid bill or recharge a prepaid service, and lets you buy plan add-ons.

Set up an international roaming option before you travel. Prepaid customers can buy a travel pack in the My Telstra app, and postpaid customers can check roaming options in their account. Switch off data roaming if you haven’t bought a pack, and ask us before you travel if you need help. See Telstra’s Pre-Paid FAQs.

Concession card holders may be eligible for a 10% discount on selected Telstra Upfront postpaid plans. Eligibility and plans change, so ask us or check Telstra’s concession information before you sign up.

Telstra runs Australia’s largest mobile network, which reaches further into regional and remote areas than other networks. Check your home, work and regular drives on Telstra’s coverage map. Boost uses the same full network for less. See our Boost page.

Telstra switched off its 3G network in late 2024, so older phones that rely on 3G may no longer work for calls. If your phone has stopped working, it may need to support 4G with VoLTE. Bring it in and we’ll check it, or help you choose a replacement.

The Telstra Smart Modem includes 4G backup on Telstra’s bundle plans, so your internet can switch to mobile if the NBN drops out. Ask us what applies to the plan you choose. See our NBN page.

Scan the barcode on your SIM pack or enter the SIM number on Belong’s website or in the Belong app, and follow the prompts. A new number is usually active in around 10 minutes, and moving an old number across can take up to four hours. See Belong’s help centre.

Any data you don’t use in a month is banked, as long as you pay your bill on time. Banked data carries over to later months and can be gifted to other Belong customers. You can check what’s in your bank in My Account. See Belong’s data banking page.

Yes. You can gift data from your data bank to another Belong mobile or data customer, in 1GB units. The recipient needs an active Belong service, you need to enter their number correctly, and you need more than 1.3GB left in your bank. See Belong’s data gifting help.

Log in to your Belong account, go to Manage mobile, choose Change your plan, pick the new plan and confirm. You can change your plan once per billing period, with no lock-in. See Belong’s plan change guide.

Submit a cancel request in the Belong app or website at least 24 hours before your next payment cycle starts. You’ll get a confirmation email within 24 hours, so keep it. If you’re moving to another provider, port your number instead of cancelling first. See Belong’s cancellation guide.

Belong bills you on your payment cycle date each month, and charges usually appear as BELONG on your card or bank statement. Log in to the app or website to check your invoice date and payment history. If a charge looks wrong, contact Belong through live chat.

Your data slows to a very low speed until your allowance resets, but you can buy a data top-up, change plan or ask a friend to gift you data. Check your data in My Account. If you regularly run out, a bigger plan is often better value. See our Belong page.

Pick a mobile or data plan, select eSIM as your SIM type, and follow the prompts to complete installation. You’ll get an installation key by SMS, so keep it safe. Belong lets you move your existing number to eSIM too. See Belong’s eSIM guide and Belong’s eSIM number transfer guide.

Belong offers an international roaming add-on called the Travel Pack, which you add to your plan before you travel. Prices, countries and inclusions change, so check Belong’s current details, and switch off roaming if you don’t add a pack.

Belong is owned by Telstra and uses Telstra’s wholesale network, which covers about 98.8% of Australians. That’s slightly less than the full Telstra network, so coverage can be weaker in some regional and remote areas. If you travel outside the cities, ask us about Boost, which uses the full network.

Belong’s live chat and phone support run from 8am to 8pm (AEST) seven days a week, according to Belong’s help pages. Use the ‘Let’s chat’ button on Belong’s website or the app. You’ll need your account details handy.

Belong is designed for households rather than businesses. For a business, a Telstra business plan gives you proper business terms, shared data and support. See our Business page.

Yes. Belong has month-to-month NBN plans, such as NBN 25, 50 and 100, with faster tiers on some fibre connections. See our NBN page and Belong page.

Activate it on Boost’s website or in the My Boost Mobile app, using the number printed on your SIM. You’ll need valid ID, and if your SIM isn’t activated within 24 hours, message Boost through their Help page. See Boost’s help topics.

Open the My Boost Mobile app and your data balance and expiry dates show on the screen. You can also dial #111# on your phone and choose 3 for your balance. Tap the data breakdown to see bonus and rollover data. See Boost’s balance and usage help.

Recharge in the My Boost Mobile app or online using a credit or debit card, PayPal or a voucher. You can also SMS 125 100 from your Boost phone with the word ‘recharge’. Recharge before your plan expires to keep rollover data.

Auto recharge automatically recharges your service when your plan expires, so you don’t have to remember. Set it up in the My Boost Mobile app under Account overview, then your Prepaid service, then Auto recharge. You need an active recharge that isn’t about to expire, and it cancels automatically if you move your number elsewhere. See Boost’s auto recharge page.

Yes, on most plans, if you recharge before your current plan expires. Unused data rolls into your next recharge. Bonus data from promotions usually doesn’t roll over, and not every plan includes rollover, so check your plan. See Boost’s plan updates page.

Your Boost number stays reserved for about 6 months after your last recharge. You can’t use the service during that time, and if you don’t recharge in 6 months you lose your number. See Boost’s number expiry help.

Your number should be active on Boost within about 4 to 24 hours of activating. Requests outside business hours, including Sundays and public holidays, are processed the next business day. You don’t need to contact your old provider, and you should keep your old SIM in your phone until it’s done.

Boost’s $39 to $365 plans include international inclusions, and its lowest-priced plans don’t. The countries and minutes vary by plan, so check your plan before you call overseas. See Boost’s plan updates page.

Download the My Boost Mobile app and choose to buy a prepaid plan on eSIM, with an eSIM-compatible, unlocked phone. If you already have a Boost physical SIM, you can switch it to eSIM, and your plan, number and credit stay the same. See Boost’s eSIM page.

Boost has no contract, so you can stop any time. Turn off auto recharge, and your number stops working once your current recharge expires. If you’re moving to another provider, port your number and Boost cancels the service for you.

Boost’s chat team is available 7 days a week through the My Boost Mobile app and website, and you can call 125 8881 from your Boost phone. See Boost’s help topics.

Boost increased some prepaid prices and changed inclusions from 5 May 2026. If you have an active auto recharge, the changes apply from a later date. See Boost’s plan updates page and our Boost page.

Boost’s prepaid terms say the service is for personal use only. If you need a phone plan for work, a Telstra business plan is a better fit. See our Business page.

Yes. You can transfer, or port, your existing number to Telstra, Belong or Boost when you activate your new SIM by choosing ‘Keep existing number’. Your old service closes automatically once the move is complete. See our Switch to Telstra page.

No. Don’t cancel your old plan first, because you could lose your number or be left without service. Keep your old SIM in your phone until the move is finished, and wait for the confirmation from your new provider.

Usually from a few hours to a day. Belong says up to four hours, and Boost says about 4 to 24 hours. Requests made outside business hours may wait until the next business day.

You need photo ID, such as a driver licence or passport, and your current provider’s account details if you’re keeping your number. Business customers also need an ABN or ACN. Bring your phone and we’ll check it.

You may owe your old provider the remaining handset repayments. Ask them for the amount before you switch. Tell us and we’ll include it when comparing the cost.

On iPhone, go to Settings, General, About and look for ‘No SIM restrictions’ under Carrier Lock. On Android, ask your provider or try a SIM from another network. A locked phone may reject a new SIM, and we can check it in store.

Most modern phones use a nano SIM. Prepaid kits usually come as a 3-in-1 card (standard, micro and nano), so you punch out the size you need. If your phone supports eSIM, you may not need a SIM card at all.

It depends on coverage, price and whether you want a phone on a plan. Telstra offers phones on plans and its own support, Boost uses the full Telstra network for less, and Belong is cheapest but uses the smaller wholesale network. We compare all three for you. See Telstra, Belong and Boost.

Yes. You can walk into our Underwood or Sunnybank Hills store, or browse our prepaid SIM cards page. Read our guide on where to buy a Telstra prepaid SIM and how much it costs on our blog.

An eSIM is a SIM built into your phone that you activate digitally, with no plastic card. You set it up by scanning a QR code or following steps in an app. See our eSIM page.

Most phones made from about 2020 onwards support eSIM, including iPhone XS and newer, Samsung Galaxy S20 and newer, and Google Pixel 3a and newer. To check, dial *#06# and look for a 32-digit EID number. Your phone must also be unlocked.

Yes, on most eSIM phones. This is called dual SIM and lets you run two numbers on one phone, such as personal and work, or your Australian number plus a travel data eSIM.

Your eSIM is tied to the phone, so you’ll need to move it to a new device through your provider. We repair phones in store, so you may be able to keep your phone and your service. If it can’t be repaired, we’ll help you move your service. See our phone repair page.

Check you’re on a stable Wi-Fi connection, restart your phone, update your software and make sure your phone is unlocked and supports eSIM. QR codes and install keys often work once only, so don’t delete them until it’s working. If it still fails, contact your provider or bring your phone in.

Connect your modem to the NBN connection box or wall socket using the cable provided, plug in the power, and wait for the lights to settle. Then connect your devices by Wi-Fi or cable and follow your provider’s activation steps. If you’re unsure which port to use, we can help.

Most households do well on NBN 50 or NBN 100. Heavy users, large households and home offices may want NBN 500 or faster, which needs a fibre connection. See our NBN page.

Restart your modem, test with a cable to rule out Wi-Fi, and check the speed at different times of day. Evening speeds are often slower than the plan’s maximum. Slow speeds on an older connection type (FTTN, FTTC or FTTB) may be a line limit rather than a fault.

These are NBN connection types. FTTP (fibre to the premises) and HFC (cable) can reach the fastest speeds, while FTTN, FTTC and FTTB are usually limited to about 100Mbps. You can check your address on NBN Co’s website, or ask us.

Tell us your new address a few weeks before you move. A new address may need a new connection or a technician visit, which can take longer than a switch. See our NBN page.

It can be, especially if your NBN is slow or you rent short-term. Speeds depend on your local 5G signal. We can help you work out whether NBN or 5G suits your home.

Turn airplane mode on and off, restart your phone, and check your SIM is seated properly. Check for outages on your provider’s website or app, and look at Telstra’s coverage map for your area. If another phone works with your SIM, the problem is your phone, so bring it in.

Switch the phone off, remove the SIM, wipe the gold contacts with a dry cloth, reinsert it and restart. Try the SIM in another phone to see where the fault is. A damaged SIM can be replaced, and a faulty SIM tray or phone may need repair. See our phone repair page.

Check mobile data is switched on, data roaming is off, and you haven’t used your whole allowance or let your prepaid plan expire. Toggle airplane mode, restart, and try resetting network settings. If it still won’t connect, contact your provider or bring your phone in.

Check your plan hasn’t expired and you have credit or data inclusions left. Make sure Wi-Fi calling or VoLTE settings are on if your phone needs them, and check you haven’t blocked the number. Restart, reseat the SIM and test it in another phone if it still fails.

Check your signal strength, try moving to a different location, and restart your phone. Some plans have speed caps, and many plans slow down after you use your data allowance. Test with Wi-Fi off to see your real mobile speed.

Enter your SIM PIN if you know it. If the SIM asks for a PUK code, get it from your provider’s app, website or chat, and be careful, because too many wrong PUK entries can permanently lock the SIM. If it does, you’ll need a replacement SIM. We can help.

A phone searching for signal works harder and can drain the battery and run hot. A worn battery makes this worse. If it keeps happening, see our guide on the hidden costs of ignoring phone damage, or our phone overheating repair and battery replacement.

Clean the charging port gently with a wooden toothpick while the phone is off, and try a different cable and charger. If it still only charges at an angle, the port may be worn. See our charging port repair.

Usually yes, if your phone is under about five years old and otherwise works well. Early repairs cost less than the damage a crack can cause later. See our screen repair and our guide on repair vs buying a new phone.

Contact your provider straight away to suspend your service, using their app or live chat from another device. Then ask for a replacement SIM and change your important passwords. If you suspect a SIM swap scam, report it on Scamwatch.

Restart your modem and check all cables. Test at different times, and see if your provider or NBN Co reports an outage. If you have a modem with 4G backup, it may switch to mobile during an outage. Contact us if drop-outs continue.

We have two Brisbane stores: Underwood Marketplace and Sunnybank Hills Shopping Town, open seven days a week.

Yes. Mobile Connect is a Telstra partner, so the plans and services you buy from us are genuine Telstra plans. We also help with Belong and Boost.

No, walk-ins are welcome seven days a week. You can also send us an enquiry first, so we can prepare for your visit.

Bring your phone and photo ID, such as a driver licence or passport. If you’re moving your number, bring your current provider’s account details. For business plans, bring your ABN or ACN.

Yes. We can check your phone, help choose a plan and get you connected. Tell us what you need when you enquire or walk in.

Yes. We repair screens, batteries, charging ports and more, with a warranty on parts and workmanship. See our phone repair page.

Yes. We help with Telstra business mobile plans, business NBN and internet, and phones for staff. See our Business page.

Send us an enquiry on our contact page, email info@mobileconnect.com.au, or walk into either store.