Sonic Mobile.
Frequently Asked Questions.
Sonic Mobile - Frequently Asked Questions
How do I access voicemail?
To access voicemail please dial 321 from your mobile handset.
Can I use my Sonic Mobile service overseas?
Yes, your Sonic Mobile service can be used while overseas. This is called International Roaming. You will need to contact our support team to activate this feature as the default setting is OFF. We make it as inexpensive as possible to use your phone overseas by offering highly competitive voice and data rates in over 160 countries around the world. Our global roaming rates are available here: https://sonicnet.net.au/mobiles/global-roaming If you prefer that Global Roaming is active on your handset you can activate voice, data, or voice and data by contacting support.
How long before I receive my SIM card?
Once you have placed your order with Sonic Mobile and we have verified your payment method your new SIM Card will be dispatched within: Orders by credit card: 3 business days Orders by direct debit: 4-5 business days Your SIM Card will be dispatched to your delivery address via Australia Post Priority Paid. Delivery within NSW is 1-2 days. Outside NSW is 2-4 days. As soon as your SIM Card is on its way you will be notified via both email and SMS.
SIM Card Activation
Once you have received your new Sonic Mobile SIM Card you will need to activate your service so you can start using your mobile device. You can do this by calling us on 1300 37 37 33.
After activating a SIM card, how long till it is ready to use?
This depends on whether you are ordering a new mobile number or transferring your number from another carrier New Mobile number: Between 15 minutes - 4 hours Transferring number from non-Optus network carrier: Between 3 - 4 hours Transferring number from Optus network carrier: Between 4 - 24 hours weekdays only
Can I transfer my existing mobile number?
It is super-easy to bring your mobile number to Sonic Mobile from your current service provider. All you need to do is select the option 'I would like to keep my current mobile number' in the order form and fill out a few details about your existing service. We will take care of the rest.
When does my usage reset?
The included value allowance usage on your Sonic Mobile plan resets to match your billing cycle. All Sonic Mobile plans are billed on a calendar basis, which means that your included value allowances will be reset on the 1st of each month. If you want to track your usage, we provide voice and data usage meters in your MySonic member portal. You can read about managing your usage, and usage notifications on our Mobile Usage Help page.
What is included in Unlimited SMS?
If your Sonic Mobile plan has an unlimited SMS allowance, you can send an unlimited number of SMS to any Australian based mobile whilst they are in Australia. International SMS messages will incur a different charge. Please see our Charges & Inclusions page for rates: https://www.sonicnet.net.au/mobiles/plan-charges
Can I setup call diversion?
Sonic Mobile plans allow you to setup a call diversion on your mobile to any Australian fixed line or mobile number. Diversion charges are part of your included voice allowance.
Are premium services included in my plan?
Premium services are not included in any Sonic Mobile call allowances. Call charges for premium services are applied by Third Parties, and Sonic Mobile are unable to provide call rates for these call, message, and data services. Premium services include the National Relay Service. If you have a hearing or speech impairment, and wish to make calls through the National Relay Service, you must have an account with Australian Communication Exchange (ACE) and you will be charged for the calls. As premium services are not operated by Sonic Mobile, any costs are the responsibility of the account holder. This includes the cost of any calls made from your phone, including calls made by family and friends, even when made without your knowledge.
What should I do if I've lost my mobile phone?
In the event that your Sonic Mobile handset or device is lost or stolen, please call us as soon as is possible to block your service on 1300 37 37 33. Our support team will suspend your lost/stolen service, arrange for a new SIM card where required, and get you back up and running as soon as possible.
How can I change my plan?
To change your mobile plan, please raise a support request via our MySonic members portal, email support or call us on 1300 37 37 33. Plan changes will come into effect on the 1st of the new month.
Can I tether a device to my Sonic Mobile service?
Tethering on any Sonic Mobile plan is as simple as connecting your phone (via cable, Bluetooth or Wi-Fi) to your tablet/computer and clicking search. Tethering is active by default on all plans to make it easy to use your service however you want to use it. When you connect your phone to another device, it will provide you the ability to share your mobile data connection to access the internet. By tethering your device, you will use your included data allowance.
My first bill, how does pro-rata charges work?
We use a calendar month billing cycle, which means we calculate usage and charges from the 1st to the last day of the month. When you first activate your mobile service, it is most likely that you will start somewhere in the middle of this billing cycle. What this means is that for the first month your bill may be higher than the standard monthly charge, as it may include the first part month of charges (pro-rated for the number of days) and the following full month plan fees in advance. The part month charges mean that instead of receiving the full included value allocation/s, and being charged for a full month, we apply the allowance/s and charges as a pro-rata amount of the full month. For example: If you order a new mobile service on the 13th of a 30-day month and you activate your service on the 15th of the month and you order the following plan: Inclusion Amount Monthly plan cost: $19.99 Included talk & text: $500.00 Included Data 1.5 GB The pro-rata calculation is calculated like this: Pro-rata plan cost = monthly plan cost DIVIDED BY days in month TIMES remaining days Example: $10 = $19.99 ÷ 30 x 15 Pro-rata included data = included data DIVIDED BY days in month TIMES remaining days Example: 750MB = 1.5 GB ÷ 30 x 15 Pro-rata talk & text = included talk & text DIVIDED BY days in month TIMES remaining days Example: $250 being $150 talk + $100 text = ($300 + $200) ÷ 30 x 15 After the first bill, your monthly bill and included value allowance/s will be applied in full as per the critical information summary associated with your plan.