Moving to Vodafone Network FAQs

Migration Invitation

  • 1.1. Will TPG invite me to move to the Vodafone network?

    Yes. We are inviting customers to move to the Vodafone network in batches as there are limitations on the number of customers that we and the industry can accommodate transferring daily. Eventually all TPG mobile customers in the Optus network will be invited to move. The entire migration process will take several months.

  • 1.2. How do I qualify for the migration?

    Everyone with an active mobile service with TPG is qualified for the migration as we are moving all mobile customers from the Optus network to the Vodafone network. Customers will be invited in batches.

  • 1.3. Will I be a Vodafone customer?

    No, you will remain a TPG customer. We are only changing the network provider that we use for our mobile services from Optus to Vodafone

  • 1.4. Why haven't I received the migration invitation yet?

    Invitations are being sent in batches. These batches are determined by a few factors but generally it's based on your existing plan. We understand that many customers are excited to migrate as soon as possible. We ask for patience during the migration period and we are confident the wait will be worth it.

  • 1.5. Can I request to receive the migration invitation now?

    Unfortunately no. We are inviting customers to move to the Vodafone network in batches. TPG is committed to doing its best to invite all our mobile customers to migrate as soon as possible, but the entire migration process will take months.

    Alternatively, you can choose to move to one of TPG's current plans in the Vodafone network as offered here instead of waiting for the migration invitation. Please be advised that if you do this, you won't receive a migration invitation including any special offer.

  • 1.6. Can I nominate a different mobile number to subscribe to the offered plan in the invitation?

    No, the invitation is not transferable. Only the mobile number invited to migrate is valid for the migration and the migration plan/offer made to you.

  • 1.7. If I accept the invitation, will my number get transferred across to the Vodafone network?

    Yes, your mobile number will be transferred to the Vodafone network automatically after you activate your new TPG SIM card. You will remain a TPG customer.

  • 1.8. Will there be any changes to my mobile plan?

    There may be changes to the mobile plan offered to you as part of the migration. In general, the changes are beneficial for you but please go through the details of your new plan including the Critical Information Summary to assess whether it is suitable for you.

  • 1.9. Can I get a current plan TPG sells rather than the one being offered to me in the invitation?

    Yes. When you activate your new TPG SIM card online, you will be given the option to choose from the plan specified in the invitation we sent to you and the plans TPG currently sells.

  • 1.10. What happens if I don't want to move to the Vodafone network?

    We do expect to eventually discontinue our mobile plans in the Optus network. We are confident in the service and plans we offer on the Vodafone network and we recommend you accept the invitation to move to the Vodafone network as early as possible. If you do not accept the invitation and your existing plan is discontinued in the future, we will of course provide you with the appropriate notice.

  • 1.11. Someone I know received an invitation from TPG with a different offer from the invitation I received. Can I get that offer?

    No, the offer is available only for the TPG mobile service number addressed in the invitation. The offer made to you is based on your existing mobile plan.


SIM Card

  • 2.1. Will I need a new SIM card on the Vodafone network?

    Yes. Once you are invited, we will send you a new SIM card which you need to activate in order to start your new plan on the Vodafone network. The SIM card we use is a multi-fit "Magic SIM card" which has all 3 SIM sizes (Standard, Micro and Nano) in one card so you will be covered no matter which SIM type you need. You can pop out the size SIM you need, and pop the pieces back together if you need a larger size.

  • 2.2. I received an incorrect sized SIM?

    The SIM card we use is a multi-fit "Magic SIM card" which has all 3 SIM sizes (Standard, Micro and Nano) in one card so you will be covered no matter which SIM type you need. You can pop out the size SIM you need, and pop the pieces back together if you need a larger size.

  • 2.3. I received an email about a new SIM order but I didn't order a new SIM?

    We are inviting customers to move to the Vodafone network. As part of the migration invitation, a SIM card is posted to you free of charge. Please refer to the migration invitation email sent to you before the SIM was shipped and to the letter included with the SIM card for more information.

  • 2.4. How many days will it take to receive the new SIM card?

    The SIM card is sent via Australia Post. While we understand it normally takes 2-3 working days for them to deliver the letter, please allow up to 7 days for our SIM to arrive to ensure we have provided enough time initially for any postage delays or in the event of address mismatch that the SIM has been returned back to us.

  • 2.5. Why do I receive an email and/or SMS on steps on how to activate the SIM card but I have not receive my SIM card yet?

    We provide you this information as soon as we ship our your new SIM card, so you have the information ready and on hand when you receive the SIM card to assist you in activating the SIM.

  • 2.6. Should I put the new SIM card in my handset as soon as I receive it?

    No. You should only insert the new SIM card once the activation process has been completed. Please keep your old SIM card in your phone. When your old SIM stops working, this means the new SIM card is activated and you can start using it.


SIM Activation

  • 3.1. How do I activate my new SIM card?

    Please follow the instruction provided in the invitation letter that came with your new SIM card. Feel free to contact our Mobile Support team on 13 14 23 if you require any assistance.

  • 3.2. I don't have an internet connection. How do I activate my SIM card?

    Please contact our Mobile Support team on 13 14 23 for assistance.

  • 3.3. What will happen if I do not activate my SIM card?

    If you do not activate your new SIM card on the Vodafone network, your mobile service and plan will remain the same. However, we do expect to eventually discontinue our mobile plans in the Optus network. We are confident in the service and plans we offer on the Vodafone network and we recommend you activate the new SIM card to move to the Vodafone network. If you do not activate the SIM card and your existing plan is discontinued in the future, we will of course provide you with the appropriate notice.

  • 3.4. How long do I have to activate the Vodafone SIM card?

    We recommend you activate your new SIM card within 30 days of receiving it.

  • 3.5. What if my mobile handset is locked handset to Optus or another provider?

    Unfortunately if your handset is locked to Optus or another provider, your new SIM card will not work. You may need to contact your previous service provider in order for them to unlock your handset.


Billing

  • 4.1. Is there any fee I have to pay to move to the Vodafone network?

    No. Once you are invited to move to the Vodafone network, we will send a new SIM card to you free of charge.

  • 4.2. Do I still get a mobile discount for being a TPG broadband customer after moving to the Vodafone network?

    Yes, you will still get a mobile bundling discount if you choose the migration plan you are invited to as long as your TPG broadband is still active. No mobile bundling discount applies if you choose from one of the mobile plans TPG currently sells.

  • 4.3. What will happen to my current plan?

    TPG has come up with new and exciting plans that we offer you during the migration process. Your current plan will be discontinued after the new SIM card is activated.

  • 4.4. Will the Call Rates be the same if I accept the offer to switch the Vodafone network?

    There may be slight changes in the rates and inclusions. Please go through the details of your new plan including the Critical Information Summary to assess whether it is suitable for you.

  • 4.5. I am invited to move to the Vodafone network but my new billing cycle just kicked off. Should I wait for it to finish? When is the best time to do the migration?

    You can start the migration process anytime. Your new plan in the Vodafone network will start when your new SIM is active. Any unused portion of your old plan will be credited to your account.

  • 4.6.What happens to the Prepayment Outside Included Value in my current plan after moving to the Vodafone network?

    Any unused amount of your Prepayment Outside Included Value will be credited back to your account after your new plan in the Vodafone network is active.

  • 4.7.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 in the Vodafone network is active. The monthly charge you have paid for your previous billing cycle will be credited back to you on a pro rata basis.

  • 4.8.What will happen to the inclusions in my current plan when I accept the offer to switch to the Vodafone network?

    When your new SIM card is active, your billing cycle will restart which means that any remaining inclusions (e.g. included value, data) in your current plan will be forfeited. However, the monthly charge you have paid for your previous billing cycle will be credited back to you on a pro rata basis.


Technical

  • 5.1. What happens on the day my service is activated on the Vodafone network?

    Once your service has been activated on the Vodafone network your new SIM card will be operational and the old SIM card will be deactivated. Please note that SIM activation may not happen on the same day you request activation.

  • 5.2. I activated my new SIM card and then my mobile service stopped working

    This likely means that the migration process has completed! Please insert the new SIM card provided. Don't throw away your old SIM card until you confirm the new SIM card is working. If neither SIM card is working please call our Mobile Support team on 13 14 23 for assistance.

  • 5.3. What do I do if my handset 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 Card.

    If you have an active TPG plan in the Vodafone network, you can obtain your PUK number by logging into My Account. Once you are logged in, go to View Mobile Service Accounts, and then go to Get PUK Code under the mobile account you wish to get the code for.

    Alternatively please contact our Mobile Support team on 13 14 23 for assistance in retrieving the PUK code.

  • 5.4. I have gone through the migration process, but when I insert my new SIM I can only make SOS calls

    This is most likely because your new SIM card is not activated yet. You will receive an SMS from us when your new SIM is about to be activated. Please continue using your old SIM card until you get this notification and the service stops working.

    If your old SIM card has stopped working and your new SIM card is still not working after 2 hours (i.e. you still cannot make calls), please contact our Mobile Support team on 13 14 23 for assistance.

    It's also possible that your mobile handset is locked to another network provider. Click here for more information.

  • 5.5. Can I use my existing mobile handset when my mobile service is migrated to the Vodafone network?

    Yes you can still use your existing mobile phone as long as your current handset is not locked to another network provider. Click here for more information if your handset is locked.

  • 5.6. I am being asked for a network unlock code. Where can I find this and what does this mean?

    This is an indication that your handset is locked to another network provider. TPG mobile services on the Vodafone network will work with any handset that is unlocked, or locked to the Vodafone network. You may need to contact your previous service provider or handset manufacturer to have it unlocked before you can use your new service.

  • 5.7. I received an SMS saying my service would be activated on a certain date but nothing has happened?

    The SMS provided is an estimated time for the migration to complete. In some circumstances, this may be delayed. If there is any prolonged delay please contact our Mobile Support team on 13 14 23 for further assistance. Please continue using your old SIM card (on the Optus network) until activation of your new SIM and migration to the Vodafone network is complete.


Network

  • 6.1. Why is TPG mobile moving to the Vodafone network?

    TPG has been involved in building fibre optic cables to Vodafone mobile base stations as part of their effort in transforming and improving their mobile network. As Vodafone's key construction partner, we are in a great position to understand the improved quality of the Vodafone mobile network.

    We are so confident about our work with Vodafone that we have decided to move our mobile customer base from the Optus network to the Vodafone network.

  • 6.2. How can I check the mobile coverage in my area and if my device is compatible with the Vodafone network?

    Please check our mobile coverage page.

  • 6.3. Will I have access to the Vodafone 4G network?

    Yes, all TPG mobile plans in 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 handset is not 4G compatible, the mobile service will automatically switch over to 3G or 2G and speeds will be much less than that of 4G.



 
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