Latest update from Woolworths Mobile
Keeping you supported and connected
Woolworths Mobile is here to keep you connected and up to date about COVID-19 (Coronavirus). Our number one priority is the wellbeing of our customers and team members. We encourage you to follow the guidance of the Australian Health Department on how to protect yourself.
Due to the increased COVID-19 containment measures, Woolworths Mobile’s contact centre is experiencing longer wait times for customers contacting us via phone or online messaging.
We know how frustrating this can be and we are working hard to improve the situation to get to as many of you as possible.
You can continue to manage your account via the App or My Account. If you need further support you may be able to find the answer in the FAQs section of our Help & Support page. If not, our virtual assistant Olive is available to help you 24/7.
Thanks for your patience as we work through this.
We are still delivering, however there are some delays due to COVID-19. Our courier partners are experiencing a higher than usual number of deliveries which is causing the following impact:
Starter Packs and SIM Replacements:
- ACT/NSW/QLD/TAS/VIC delivery estimates are approximately 10-12 business days.
- NT/WA/SA delivery estimates are approximately 10-15 business days.
Mobile Phone deliveries are not affected.
Frequently Asked Questions
I am having issues with my service - Calls, SMS and data.
Due to a high increase in calls, SMS and data usage by customers, from time to time there may be network congestion. This means alot of people are trying to use the network at the same time. You may receive an error message when trying to make a call or send an SMS. We suggest you kindly bare with us and our network provider and try again at a later time. If the issue persists, please obtain information such as what the issue is, date/time the issue is occuring and the other number you are trying to call/SMS and provide and get in contact with our team.
Do you offer VoLTE, WiFi calling and 5G?
Apologies, we don't currently support WiFi Calling, VoLTE (voice over 4G) and 5G but hope to in the future! To find out more about 5G visit https://mobile.woolworths.com.au/coverage/5G-network
I need Financial Assistance to help pay my Phone bills.
For more information on Financial Assistance and how Woolworths Mobile can help you, please visit https://mobile.woolworths.com.au/support/financial-support.
I need a new/replacement SIM card.
You can order a replacement SIM card via the Woolworths Mobile app. Simply login and select "Settings" from the menu then select "Order Replacement SIM". You can also purchase a $10 Starter Pack in-store, however, please note you will not be able to use the credit on this Starter Pack. Once you have received your new SIM card you can update your SIM. To update or change your SIM card, login to My Account or the Woolworths Mobile app and select "Settings" from the menu and then select "Change SIM card."
I did not receive my 10% discount on my recent shop.
To be eligible for the 10% discount off your shop once a month, you will need to have opted in to marketing, have your Woolworths Rewards card linked to you account and been active with Woolworths Mobile for more than 60 days. For more information and terms and conditions on this offer, please visit https://mobile.woolworths.com.au/offers/10-off-your-shop.
I no longer require my service and wish to cancel.
If you want to keep your number, you will need to transfer it to a new service provider. If you no longer require this mobile service we can go ahead and terminate this number for you. Please note by requesting us to terminate your number you will not be able to retrieve this number again. If you are on a Phone Plan or SIM Only plan, you may have to pay early termination charges (ETC). You can see your cancellation fees by logging into the Woolworths Mobile app, selecting your number, and clicking on the information 'i'. Then, 'Tap here to see your cancellation fee'. Get in contact with us via Chat if you wish to cancel your service and have acknowledged the above terms.
I want to sign up to a $60 or $150 long life plan.
Did you know you can buy a Starter Pack in-store and upgrade online to a long life plan during activation? That's right, you can buy a $10 Starter Pack in store and activate on a $150 long life plan and just pay the difference. Otherwise, all of our Starter Packs are available to purchase online : https://mobile.woolworths.com.au/Shop/Plans/Woolworths-Phone-Plans/c/postpaid?default=starterpackplans.
We're here to help, get in touch