Store Help

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How to get your Vodafone Direct Deal

It’s never been easier to get connected and stay in touch. First, choose one of our great value plans then select the mobile or device you like as part of your special offer. Then, hit the “Buy now” button and you’re ready to go. Everything you’ve ordered will then be listed in your basket summary.

 

How to get more than one deal

With MyBusiness Cap and the Mobile Broadband Plan you can have up to 4 connections. This way each person can manage their Cap/Plan individually but still have them billed to one account

 

Completing your details

Our order process is easy. It will take approximately 10 minutes to complete, without you ever having to leave our site. To finish the process, please have your credit card details handy and an extra form of identification. We accept the following forms of current identification:

• Australian Drivers Licence or
• Proof of Age Card
• Australian Passport

You’ll also need to be an Australian permanent resident to order.

If you’re transferring your mobile number and are on a Contract, you’ll need to have your account number from your other mobile provider with you.

What happens next?

After you’ve submitted your order, we’ll send you a confirmation email and conduct a credit assessment with the details you provide. If successful, you’ll receive your order free of charge within approximately 2 to 5 business days at your delivery address, depending on when you placed your order and where you are. Please note you will need to have your nominated ID with you at the time of delivery, so our courier can verify your identity.

General

What's a Contract Plan?

If you’re happy to stick with us for 24 months and want to get the latest mobile for free, our mobile Plans on Contract are for you. Choose a Contract Plan if you’d like:

• a free or discounted mobile
• loads of free included value to use on your mobile and on a great range of services
• flexibility to shift to a higher Plan each month without charge, or to shift down for a fee. Plus put your Contract on hold for up to 3 months, for just $11 a month

 

What Plans are there?

Vodafone Direct Deals are only available when you buy direct online or by phone so they are not available in-store. To see Vodafone’s full range of Contract or Prepay plans and caps and what they can do for you, visit the main Vodafone website.

 

I'm an existing Vodafone customer. Can I get a Deal?

If you are an existing Vodafone customer, you may be eligible to upgrade to one of our direct deals, early exit fees may apply, so please check. Call us on 1300 300 404 (8am to 8pm, weekdays, 9am-5pm weekends) if you’re unsure, or select the deal you want and proceed through the checkout.

 

How do I check coverage in my area?

One in every four mobile users on the planet is connected with Vodafone. That's a lot of mobiles and a lot of mobile experience. Currently the Vodafone network covers 99.53% of Australia's metro areas and with national roaming activated, we cover 94.5% of the entire Australian population. More importantly though, our quality of coverage stands out and keeps getting better.

3G Services are available within 3G coverage areas in metropolitan Sydney, Melbourne, Canberra, Brisbane, the Gold Coast, Adelaide and Perth,  and are subject to network availability. Video calling is available in 3G video zones within the 3G coverage areas in Australia

To see if Vodafone's got you covered, check out our Coverage maps.

 

Is ordering online safe?

Ordering your Deal online with Vodafone is extremely secure. This site is protected by a Verisign-protected SSL connection and 128 bit encryption software to safe-guard your privacy and protect your personal information.

SSL connection

The secure connection between your browser and this site uses a technology called Secure Sockets Layer (SSL).

Encryption

This site has been implemented with rigorous security mechanisms to ensure that your information is protected. 128 bit encryption technologies are used to protect the confidentiality and integrity of your data when being sent over the internet and represent the highest security technology available online.

 

Do I need a new SIM?

To make sure you can take advantage of all our latest features and capabilities, we do recommend that you activate your new SIM with your new phone. However, if you are already a Vodafone customer, you can still use your existing Vodafone SIM in your new phone. Simply transfer the SIM from your old phone to the new one.

 

Basket summary

How do I sign up multiple connections?

If you want more than one deal, simply select your offer and, once you reach the Basket Summary page, you can start shopping again by clicking on the “Keep shopping” button. You can have up to a total of four connections. When you’re happy with what you’ve selected, then proceed to the checkout process to complete your order. Please note that all connections must be under one account name.

 

Tell me more about handset insurance

We all know that losing your mobile can ruin your day but now it doesn’t have to break the bank too! For just $9.99 a month you’re insured for unauthorised usage up to $500, and you’re also covered against accidental damage (even if it gets dropped!), including damage by fire or water, and loss, theft and/or vandalism. This cover is subject to terms, conditions and exclusions and is available for handsets up to $1700 in value.

What’s more, if you’re overseas and you lose or damage your mobile, we’ll cover you for temporary rental costs if you notify us before you travel (subject to a valid claim being made).

Your claim can usually be approved over the phone and your handset can quite often be replaced within 24 hours. For full details of Vodafone Handset Insurance, take a look at the Insurance Product Disclosure statement.

 

Contact details

How do I keep my current mobile phone number?

You can actually bring your number with you when you make the switch to Vodafone, so your contact details stay the same. It’s easy. Once you’ve received your order, you’ll also receive your new Vodafone SIM card. Simply call 1300 101 606 (8am to 8pm weekdays, 9am to 5:30pm weekends) to activate this SIM card, and we’ll transfer your number to Vodafone. We won’t charge you for transferring your number, but there may be conditions and charges from your existing mobile phone company. And it’s just that simple!

To transfer your mobile number, the name on your new Vodafone account and your current account with the other mobile provider must be the same. To transfer a number to Vodafone if it is in another person’s name, you’ll need to arrange for a change of ownership of your current mobile account into your name to authorise the transfer.

 

Delivery

When will I receive my order?

Prepay orders: For Prepay orders placed before 1pm Monday to Thursday where the delivery address is within metropolitan areas of capital cities (excluding TAS and NT), you will receive your new mobile phone the day after you placed your order, subject to handset stock availability.
For Prepay orders placed outside of these times and for all other orders, you will receive your new mobile phone within approximately 2 to 5 business days depending on your location, whether your order was placed before 3pm (AEST) and whether your order and credit approval has been confirmed.
Your new phone will be delivered by our courier to your nominated address during business hours. Unfortunately, as it needs to be signed-for, we cannot accept P.O. boxes as the delivery address. If you’re really keen and you’d like to check the status of your delivery, please call 1300 101 606 (8am to 8pm weekdays, 9am to 5:30pm weekends) or email us quoting the customer order number from your confirmation email.

All other orders: You’ll receive your new mobile phone within approximately 2 to 5 business days, depending on your location, whether your order was placed before 3pm (AEST), and whether your order and credit approval has been confirmed.
Your new phone will be delivered by our courier to your nominated address during business hours. Unfortunately, as it needs to be signed-for, we cannot accept P.O. boxes as the delivery address. If you’re really keen and you’d like to check the status of your delivery, please call 1300 101 606 (8am to 8pm weekdays, 9am to 5:30pm weekends) or email us quoting the customer order number from your confirmation email.

 

What should I have ready for delivery?

Please have your nominated ID with you at the time of delivery so our courier (Australian Air Express) can verify your identity. We accept the following forms of current identification in addition to your credit card:

• Australian Passport
• Current Australian Driver's Licence
• Proof of Age Card

If you're not available to take delivery of your order at the delivery address you requested to receive your goods, we'll leave a calling card. If after three unsuccessful attempts to deliver your order we will return the goods and cancel the order.

With your handset you'll also receive a welcome pack and your new Vodafone SIM card. Call 1300 101 606 (8am to 8pm weekdays, 9am-5pm weekends) to activate your new Vodafone phone number, and you’re off and running.

 

Credit check and ID

What credit cards do you accept?

You do need to have a valid credit card to be able to buy online. For Contract plans, your credit card will also be used as part of the credit check process. We accept Visa, MasterCard, American Express and Diners.

 

What's a credit card security number?

A credit card security number is the 3 or 4 digit number printed on your card. If you are using a Visa, MasterCard or Diners, it is the last 3 digits of the number that appears on the back of your card. If you are using an American Express card, the security number is the 4-digit number that appears on the front of the card, above the card number.

For your safety and security, our card processing server requires that you enter your credit card security number.

 

What identification do I need?

To order you will need a credit card and one of the following forms of current, original identification:

• Australian Passport
• Current Australian Driver's Licence or
• Proof of Age Card

You will need to have your nominated ID ready to show the courier during delivery. To apply for a Contract plan, you'll also need to be an Australian permanent resident.

 

Confirmation

How will I know if Vodafone has received my order?

Once you’ve submitted your order, you will receive an automatic email notification confirming your order. This email will contain your order summary and your order number, which can be used to track your order when you call 1300 101 606 (8am to 8pm weekdays, 9am to 5:30pm weekends). We recommend you print this email and keep it for your records.

 

Getting started

How long until I can use my new Vodafone mobile?

If you’re a new Vodafone customer and want a new mobile number, activate your Vodafone SIM card by calling 1300 101 606 (8am to 8pm weekdays, 9am to 5:30pm weekends). Once activated, you’re ready to start dialling straight away.

If you’re a new Vodafone customer but would like to keep your existing mobile phone number from another mobile service provider, we’ll need to transfer your number.

If you’re an existing Vodafone customer and you don’t need a new SIM card then you’re up and running straight away, just simply put your SIM into your new phone. If you do require a new Vodafone SIM that’s compatible with your new mobile then simply call 1300 101 606 (8am to 8pm weekdays, 9am to 5:30pm weekends).

If you do not activate your SIM card within 30 days from the date of dispatch Vodafone will seek to recover the cost of the handset from you. Vodafone will recover the cost by sending you an invoice and charging your account with the cost of the handset.

 

When will I receive my bill?

You'll receive your first bill approximately 6 to 10 working days after you join Vodafone.

The wait to join your formal billing cycle will be approximately 5 days. For example, if you join Vodafone on the 1st of the month, you'll be placed on a monthly billing date of around the 5th of each month.

Your first bill will cover the cost of these first 5 days and you'll be given the appropriate amount of allowance. The costs incurred during this initial period will appear on your bill under 'Standard Charges'.

 

What should I expect to see on my bill?

Your bill will contain:

• Standard Charges
• Usage Charges
• Cost of your Plan amount for the coming month (listed excluding GST under Standard charges)

 

How do I pay my bill?

Paying your bill with Vodafone couldn't be easier.

• Pay online using your credit card or set up a direct debit. We currently accept Visa, MasterCard and American Express.
• If you don't have your bill, call Customer Care on 1300 650 410.

If you have a compatible mobile and SIM card you can use the Vodafone menu on your mobile phone to request your account balance, make a payment or register your credit card. If you have Vodafone live! on your mobile, select the Vodafone live! menu, My Vodafone and then My Bill to get your account balance and due date.

 

What about discounts?

Depending on the direct deal you purchased, there may also be a discount amount on your bill, relating to the bonuses included in the direct deal.

 

How do I check my bill balance?

You can check your balance or bill any time you want. Just choose from one of these easy options:

• Online - register and check online - Go to vodafone.com.au - my vodafone - my account
• By TXT - send a blank TXT to 1512 and your balance will be txted back to you shortly. As a Contract customer the TXT will contain your current month’s usage, including any entitlements remaining and the last day of your billing cycle. As a prepay customer you will receive details of how much credit you have remaining and when it expires.
• On your mobile - if you have a compatible mobile and SIM card you can use the Vodafone menu to request your account balance, make a payment or register your credit card.
• If you have Vodafone live! on your mobile, select the Vodafone live! menu, My Vodafone and then My Bill to get your account balance and due date.
• Call us – Call 1512 (freecall from your Vodafone mobile within Australia) or 1300 650 410 (standard local call costs apply when calling from within Australia) from any other phone and follow the prompts

 

How do I recharge if I'm Prepay?

You can either purchase a recharge voucher from any participating outlet, or you can set up your account to deduct your recharge amount from a credit card. Please contact us on 1300 101 606 to set this up for you.

 

There's something wrong with my mobile phone

If your mobile phone is faulty or not working correctly, remove and wipe the SIM card with a clean cloth, then insert the card into another mobile. If the SIM card works in the other mobile, your mobile may need to be repaired. If the card doesn't work in the other mobile, please contact us on 1300 101 606 (8am to 8pm weekdays, 9am-5pm weekends) and quote your order number.

Note: any information/data eg: ringtones, games, photographs may be lost during the repair process.

 

Making a return

Unfortunately, we don't exchange or make returns if you change your mind or the goods are damaged after shipping. Once you've signed the confirmation receipt, you're responsible for risk of damage or loss of goods.

 

Your mobile phone warranty

Your mobile phone is covered by the manufacturer's warranty for 12 months, and you can take your mobile phone to your nearest repair centre with your proof of purchase to be fixed. Please note that warranty periods for accessories and batteries vary. For full details, please refer to warranty information packaged with your goods.

 

How do I unlock my handset?

You can unlock your handset using an unlock code. It's easy to get an unlock code by visiting the Vodafone website or by calling 1555 and selecting the 'Handset unlock' option.

"Softlocked" handsets can be unlocked for free. Unlocking fees apply to some "hard-locked" handsets. You can find out whether your handset is hard-locked by reading the additional information at the bottom of the relevant mobile specifications page. If your handset is hard-locked, a basic fee of $50 will apply to unlock it at any time, or $25 when you unlock your handset online.

An additional fee of $50 will apply if you want to unlock your handset within six months of purchase. You can pay the unlocking fee using your Visa or MasterCard credit card.