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Everything you need to know about 5G Wi-Fi technology, Wi-Fi calling, data add-ons & more!

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To remain connected, you’ll need to ensure that before 28 October 2024: Your device is capable of connecting to the 4G or 5G network If yo... Read More
No, you won’t lose your mobile number.   As long as you upgrade to a 4G and/or 5G compatible device and retain your number, you will co... Read More
You may need a new SIM card when you upgrade your device.   Many 3G devices use a mini or micro-SIM, whereas most 4G devices use a nano SIM. ... Read More
In areas that currently only have a 3G signal, Telstra are committed to providing 4G coverage before the closure of the 3G network on 28 October 2024.... Read More
We often hear 3G, 4G and 5G being discussed when looking to sign up to a new mobile plan but most people don’t know what the difference are!&nbs... Read More
To remain connected, you’ll need to ensure that before 28 October 2024: Your device is capable of connecting to the 4G or 5G network If yo... Read More
Voice over LTE (VoLTE) uses the 4G (LTE) network to make phone calls.  Your mobile device will use 4G to make and receive these calls in areas... Read More
No. Once the 3G network is switched off on 28/10/24, all 3G devices will be unable to make emergency calls. Some 4G devices such as non-VOLTE (Voice o... Read More
Yes, Vodafone has already closed their 3G network and Optus have announced they are closing their 3G network in Australia in October 2024.  Read More
Not all 4G mobile devices have VoLTE, so they still make voice calls on the 3G network. To make voice calls on the 4G network, customers with 4G mo... Read More
Telstra have advised that while it’s not quite as simple as flicking a switch, the closure will commence from 28 October 2024 and will happen re... Read More
Mobile Network Operators (MNOs) including Telstra, continue to invest in deploying more 4G coverage across Australia and there is no closure date for ... Read More
There are a few options available to help you recycle old mobiles, chargers, and accessories: Drop them off at any Telstra store – just look ... Read More
What is eSIM? An eSIM (also known as an embedded SIM) is a digital SIM card that allows you to activate your mobile &/or Mobile Broadband (MBB)&n... Read More
If you have an eSIM compatible device, installing your Tangerine eSIM is simple. Follow these 3 easy steps: Connect to Wi-FiBefore you proceed with... Read More
The main difference between eSIM and a physical SIM card is that eSIM is “embedded” digitally into a compatible device and cannot be remov... Read More
You don’t need to switch to eSIM yet in Australia. Most major mobile phone and tablet device manufacturers now support eSIM, but not all models... Read More
To move your Tangerine eSIM to another device, you’ll need to do a SIM swap. The easiest way to do this, is via the Self Care Portal. Follow the... Read More
Ok, it’s not instant, but it’s pretty quick and convenient! Rather than having to visit a store or wait for a physical SIM to be posted t... Read More
If you don’t see a QR code in your email or the Self Care Portal, we recommend calling us on 1800 211 112. Read More
Our eSIM is only compatible with mobile phone devices. It is not compatible with smart watches or other eSIM devices. Read More
You can easily order a new eSIM quickly via the Self Care Portal. Follow these easy steps: From the mobile dashboard in the Self Care Portal, selec... Read More
It is possible to have multiple eSIM profiles stored on your iPhone. If you find that you do not get mobile coverage after downloading your Tangerine ... Read More
If you’re already a Tangerine customer, you can switch your physical SIM to eSIM quickly via the Self Care Portal. Follow these easy steps: F... Read More
You can purchase international add-on packs for an allowance of call minutes to specified international countries. You cannot have two of the same pac... Read More
Getting ready for your international trip? How exciting! Instead of buying a SIM card when you arrive, why not consider getting an International Trave... Read More
Tangerine uses the Telstra Mobile Network. The network’s coverage area reaches more than 98.8% of the Australian population and covers more than... Read More
Tangerine’s 12GB, 25GB, 32GB, 50GB, 80GB SIM-only mobile plans’ download speeds are capped at 100Mbps  and Tangerine’s 150GB pl... Read More
Welcome to Tangerine—where we make mobile simple!After signing up for a physical SIM-only plan with Tangerine, you can expect a seamless experie... Read More
Absolutely! You can quickly and easily transfer your existing mobile number from any other provider. We offer Self Activation via our Customer Portal,... Read More
To activate your SIM card, simply head to activate and follow the steps. If you are transferring an existing mobile number, ensure you keep your old ... Read More
When you want to switch your mobile number from one service provider to another, it's called porting. For legal reasons, we need to make sure that the... Read More
Getting ready for your international trip? How exciting! Instead of buying a SIM card when you arrive, why not consider getting an International Trave... Read More
You can purchase international add-on packs for an allowance of call minutes to specified international countries. You cannot have two of the same pac... Read More
A Data Add-on can be purchased for use with your existing mobile plan for $12.50 for 3GB. A Data Add-on can be added to your service on a once-off or ... Read More
Yes you can! To receive or make a Wi-Fi call from overseas to Australia, all you need is a suitable Wi-Fi connection, a compatible Wi-Fi calling devic... Read More
If you have an eSIM compatible device, installing your Tangerine eSIM is simple. Follow these 3 easy steps: Connect to Wi-FiBefore you proceed with... Read More
Mobile broadband is a SIM only service delivered over a mobile network that gives you the ability to access the Internet and related data services via... Read More
Mobile broadband and wireless broadband are both powered by 4G and 5G mobile networks that connect your mobile devices to the Internet. However, the d... Read More
Tangerine's 5G mobile broadband data plans use parts of Telstra’s 5G, 4G and 3G mobile networks. The service provides 5G Coverage reaching at le... Read More
You can BYO your own compatible Mobile Broadband (MBB) device or tablet such as an Inseego Wavemaker 5G Indoor Router, we have a handy Quick Start Gui... Read More
You can monitor your usage and manage your spend using the  Self Care Portal  or by calling us on 1800 211 112.  When you reach 100% of... Read More
The free inbound SMS offering applies while in the following countries:  Argentina, Austria, Bahrain, Bangladesh, Belgium, Bolivia, Brazil... Read More
If you have roaming active on your mobile service, once you arrive in your destination, you should automatically connect to a network.  If y... Read More
If you have roaming active on your mobile service, once you arrive in your destination, you should automatically connect to a network.  If y... Read More
The estimated timeframe for SIM activation is between 15 minutes and 40 hours. Activations will only occur during porting hours: Monday to Friday ... Read More
To set up voicemail on your Tangerine SIM, dial 101 on your phone keypad and press the call key. You'll then need to follow the prompts to set up your... Read More
On 2 August 2024, our wholesale mobile service provider launched a scam and fraud prevention tool, Telstra Call Insights, which helps to protect mobil... Read More
We want to inform you about some important updates to our Privacy Policy at Tangerine.  Introducing Telstra Call Insights On 2 August 2024, our... Read More
Free inbound SMS while overseas means that when you receive text messages on your mobile phone while you're outside your home country, you won't be ch... Read More
No, you do not need to have a travel pack activated. As long as international roaming is enabled on your service, you are eligible to receive free inb... Read More
At Tangerine we give our customers the ability to change mobile plans at any time as we understand your data allowance needs may change overtime. This... Read More
What is DataBank? DataBank is a feature that allows you to roll over unused data from your monthly plan to the next billing period, up to a maximum c... Read More
You can view your live mobile usage in the Self Care Portal an following these steps: 1. Log into the Self Care Portal 2. Navigate to the ‘M... Read More
Tangerine has 3 international calling packs that you can add onto your active mobile SIM-only service so you can make calls and stay in touch with fri... Read More
Our mobile SIM-only and mobile broadband data plans are all no lock-in contract so you're free to cancel at any time but, we recommend you align your ... Read More
Wi-Fi Calling allows you to make and receive phone calls using your home Wi-Fi network instead of relying on your service provider's network. To use W... Read More
Wi-Fi calling comes in handy when:  You’re travelling overseas and want to call family and friends in Australia. You can utilise the voi... Read More
First you need to make sure you have a 4G enabled, Wi-Fi calling capable mobile device and a suitable wifi network to make calls over wifi.To enable W... Read More
Wi-Fi calls are charged as follows: Domestic Wi-Fi calls will be charged and shown as a standard national domestic voice call. Outbound internatio... Read More
Yes, your smartphone or tablet must still authenticate with the mobile network. So, Wi-Fi voice calls are protected by the same secure industry standa... Read More
If you have a compatible device but are still unable to use Wi-Fi calling, this might be due to: The Wi-Fi you are connected to does not support Wi... Read More
Here are some steps to follow if you have a problem with Wi-Fi Calling: Restart your Wi-Fi Router and phone/device Toggle Aeroplane Mode On and Of... Read More
If you’re on the 4G network, your call will move between the Wi-Fi and 4G. If there’s no mobile connection available, then your call will ... Read More
Yes, your calling features such as Voicemail, call waiting or call conference will still work as normal when using Wi-Fi calling. Read More
000 calls are supported on Wi-Fi Calling, however other emergency call fail-safes still apply. Read More
Yes you can! To receive or make a Wi-Fi call from overseas to Australia, all you need is a suitable Wi-Fi connection, a compatible Wi-Fi calling devic... Read More
VoLTE ( Voice over Long Term Evolution) is what lets you make phone calls over 4G. It also allows older 4G devices to make emergency calls to Triple Z... Read More
Some of the benefits of VoLTE include: Clearer calls. VoLTE uses the less congested 4G network, allowing for improved call quality. Faster connect... Read More
To access VoLTE, you will need a device which is compatible with the network and is VoLTE capable. Check if your device is capable of VoLTEThe best... Read More
VoLTE call usage is the same as all other voice calls on your mobile plan, which includes unlimited standard calls within Australia. Certain calls to ... Read More
To access VoLTE, you will need a compatible mobile device with correct device configuration. Below is a list of some current mobile devices that are... Read More
4G and 5G refer to the 4th generation and 5th generation of network technology.  4G focused on data over voice calls, which allowed us to stream... Read More
To start using 5G you’ll need a 5G ready device, a 5G mobile plan and access to 5G network coverage (check our coverage map to see if it is... Read More
To access 5G, you will need a 5G ready mobile phone handset and be in a 5G coverage area. Your mobile service will automatically switch to 4G or 3G in... Read More
Tangerine uses parts of Telstra’s 5G (for 5G plans only), 4G and 3G mobile networks. The 5G network is currently being rolled out and is availab... Read More
This is usually due to a mismatch in the information provided to us and that held by your current provider.When porting a mobile number, we require th... Read More
You can reset your voicemail pin in the Tangerine Self Care Portal - 1. Log into the Tangerine Self Care Portal using your customer account number, e... Read More
A PUK (Personal Unlocking Key) code is a security feature that protects your SIM card data. You will need your PUK code if you have entered your SIM p... Read More
The APN Data settings for Tangerine Mobile & Mobile Broadband services are:- ·        Name: Mobile Data... Read More
You can now report scam SMS that are sent to your Tangerine mobile service. Simply forward any scam SMS you receive to 7226 (or "SCAM" on your phone ... Read More
During an unplanned or planned mobile outage affecting the Telstra Wholesale Mobile Network, if you still need to make mobile calls you can: Use Wi... Read More
Yes! During a mobile outage you can still make mobile phone calls using Wi-Fi calling, by using a public payphone or an internet landline. Learn more ... Read More
If the mobile outage is complete and you are still unable to make or receive calls and SMS or use mobile data, try the below troubleshooting tips:&nbs... Read More
Planned mobile outages typically occur due to planned maintenance or upgrades being made to our systems or the network and is necessary to improve you... Read More

Other Frequently asked questions