Support/FAQs

Legal and Policies (11)

Complaints Handling Policy

Click here to download our Complaints Handling Policy.

Port Authority

Click here to download our Port Authority form.

Financial Hardship Policy

Click here to view our Financial Hardship Policy.

Premium Services Notice

Click here to view our Premium Services Notice.

Standard Form of Agreement (SFOA)

Click here to view a summary of the Standard Form of Agreement For C Red and C Blue 3G plans.

Click here to view the Standard Form of Agreement for C Red and C Blue 3G plans.

Click here to view a summary of the Standard Form of Agreement for C Blue 4G plans.

Direct Debit Service Agreement

Click here to view our Direct Debit Request Service Agreement.

Direct Debit Form

Click here to download our Direct Debit Form

Privacy Policy

Click here to download our Privacy Policy.

Refunds, Repair and Exchange Policy

Click here to download our Refunds, repair and exchange policy.

Authorised Representative Form

Click here to download our Authorised Representative Form.

Network Coverage (3)

C Red Plans Coverage Maps

Click Here to view the coverage maps for C Red plans.

C Blue Plans Coverage Maps

Click Here to view the coverage maps for C Blue plans.

What mobile network do you use?

Cmobile provides our customers a choice of mobile networks based on your coverage needs.

Cmobile C Red plans cover 96% of the Australian population by using the Vodafone Australia 4G mobile network. If you are currently a Vodafone customer, your coverage will be exactly the same.

Click here to view the C Red plans coverage map.

C Mobile C Blue 4G plans use part of Telstra’s 4G and 3G mobile network. C Blue 4G plans provide a combined 4G and 3G coverage footprint of 98.8% and a 4G coverage footprint of 95% of the Australian population covering 1.59 million square kilometres.

Click here to view the C Blue plans coverage map.

Billing (10)

When do I receive my bills?

We operate a calendar monthly billing period.
You will receive your bill by email at the start of each month for your usage in the previous month.

In your first month, you may be charged a pro-rata amount. For example, if you join on the 10th of July, you would be charged for the period 10th July to 31st of July, not a full month.
Access fees are charged monthly in advance.

How do I pay my bill?

You can pay your Cmobile bill in a number of ways. The easiest and most convenient way is to register your credit card for direct debit. We accept Visa and Mastercard and will debit your nominated card at least 14 days after your billing date. You can call us to add your credit card for direct debit or complete the Direct Debit Form and send back to us.

If you don’t want to pay by direct debit, you also pay in the following ways:

  • Online by logging into your MY CMOBILE account and paying by credit card
  • Calling us on 1300 545 000 and paying by credit card
  • Electronic Funds Transfer (EFT) to our bank account – please refer to your bill for details
  • In person at any Commonwealth Bank branch to our bank account – please refer to your bill for details

What happens if I exceed my included plan value?

At CMOBILE, we do not charge excessive call rates like some other providers. If you exceed your included call value in any month, you simply continue to enjoy your existing low call rates for whatever you use.

On C Red plans, if you exceed your data allowance, excess data is charged at 5c/MB (10Kb units).
On C Blue plans, if you exceed your data allowance, excess data is charged at 5c/MB (10Kb units).

What if I want to query my bill?

Simply call us on 1300 545 000 or email us at support@cmobile.com.au and we will be pleased to help you.

Why the $50 minimum annual spend on the C Red Annual PAYG plan?

At Cmobile we believe in being clear, open and honest with our customers. There is a cost to Cmobile to maintain active services on the mobile network. As a result, we need to put in place an annual minimum spend of $50 on this plan. When you activate, your initial payment of $50 will be added as credit to your account with any calls or usage being deducted from the balance.

How are the monthly access fees charged?

Monthly access fees are charged in advance. The billing period is a calendar month. You may be charged a pro-rata access fee on your first bill depending on when you activate your SIM. For example, if you activate your SIM on the 10th of the month, you will be charged an access fee for the period 10th to the last day of the month. As access fees are charged in advance you will also be charged the access fee for the next full month in advance.

Example
Plan activated on the 10th of July

Your first bill will be sent at the start of August
Access fee charge for 10th to 31st of July (22 days)
Access fee for the month of August in advance

Are there any upfront costs?

There is an application fee of $6.90 for each mobile service on your account. There are no other upfront costs and there are no fees if you leave us.

Am I locked into a contract?

No! All CMobile plans are month to month so the most you are committed is 1 month.

Are your plans prepaid or postpaid?

All our plans are postpaid. That is, you will receive a bill at the end of each month and payment is due on the 15th of each month.

How is mobile data charged, per MB or KB?

For all CMobile plans with data included, the included data amount is rated per KB.

For the CMobile Red Annual PAYG plan, data is rated per MB.

Data (4)

How much data do I need each month?

It is impossible to give you an exact figure of how much data per month you may need but we can give you a guide based on the examples in the table below:

CMOBILE included data

Web pages browsed

Send or receive text only emails

Send or receive emails with attachment

Video streaming minutes

Music download / upload

Photo download / upload

150MB

500

3,000

75

20

35

75

500MB

1700

10,000

250

70

125

250

800MB

2700

16,000

400

110

200

400

1.5GB

5200

31,000

750

215

380

750

The below assumptions are used as examples of typical use and are intended as a guide only in the above table:

  • Web page browsing = 300KB per page
  • Text only email = 50KB per email
  • Email with attachment = 2MB per email
  • Video streaming (standard definition) = 7MB per minute
  • Music download /upload = 4MB per song
  • Photo download / upload = 2MB per photo

What data speeds should I expect?

The speed of your data depends on network coverage and device capabilities.

On C Red plans the 3G mobile solution has average download speeds of 1Mpbs and upload speeds of up to 384kbps. 3G+ is the next generation of network using DC-HSPA+ (Dual Carrier-High Speed Packet Access) technology designed to deliver faster download speeds. Expected download speeds are up to eight times faster than the 3G average download speed of 1Mpbs. Speeds will vary due to a range of factors including the device type, areas where Vodafone 3G+ is activated, peak and off-peak usage times and distance from the nearest base station. Data capacity and speed experienced may be slower and can vary due to coverage, location, hardware and software configuration, capability and load of sites visited and general network and internet traffic.

On C Blue 4G plans you will enjoy access to download speeds of up to 100Mbps on 4G across 92% of the population. 4G devices will enjoy typical download speeds of 2-50Mbps and upload speeds of 1 to 10 Mbps in 4G coverage areas. On 3G, typical download speeds are 1.1 – 20 Mbps across more than 85 % of the population, 550Kbps – 8Mbps across more than 95% of the population, and 550Kbps – 3Mbps in remaining coverage areas reaching 98.8% of the population. Typical wireless packet data upload speeds on the 3G network are 300kbps to 3Mbps across more than 93% of the population and in remaining coverage areas 300kbps to1Mbps.

What device settings do I need for my handset?

For CMOBILE C Red plans

Your APN and MMS settings are as follows:
Name: Vodafone Live!
APN: live.vodafone.com
MMSC: http://pxt.vodafone.net.au/pxtsend
MMS Proxy: 10.202.2.60
MMS Port: 8080
MCC: 505
MNC: 03
APN Type: default

Or

Name: vfinternet
APN: vfinternet.au
MMSC: http://pxt.vodafone.net.au/pxtsend
MMS Proxy: 10.202.2.60
MMS Port: 8080
MCC: 505
MNC: 03
APN Type: default

Don’t forget to save your new APN

For CMOBILE C Blue plans

Only add these settings to your handset if they aren’t auto detected.

Your APN and MMS settings are as follows:
Name: Mobile Data
APN: mdata.net.au
MMSC: http://mmsc.mdata.au:8003
MMS Proxy: 10.1.1.180
MMS Port: 80
MMS Protocol: WAP 2.0
MCC: 505
MNC: 01
APN Type: default,dun,supl,mms

Don’t forget to save your new APN

How can I reduce my data consumption?

If you have a smartphone and you download data heavy apps, it’s easy to use all your monthly data allowance. Here are some tips on how you can reduce the amount of mobile data you use:

  • If you have a smartphone with wifi, switch it on. Using wifi when available will greatly reduce the amount of mobile data you use. Try to download apps and large files over wifi where you can.
  • Minimise the use of video streaming and apps such as Spotify, Netflix or Pandora.
  • If you turn off apps that automatically push notifications such as facebook and GPS services and use them manually, you will save a lot of data.

You can download some nice free apps for monitoring your data use such as My Data Manager for Android or DataMan for iPhone. These apps are not 100% accurate but give you a good idea on how much data you are consuming. Of course, you can always log into your My CMOBILE account and check your data use which is updated daily.

Connecting to CMOBILE (7)

I’ve signed up online. How long until I get my SIM?

After completing the sign up process, we will process your application and if approved, your new SIM will be delivered to you the next business day. When you receive your SIM, simply call us on 1300 545 000 and we will activate your SIM straight away.

What kind of SIM card do I need?

There are 3 different types of SIM cards. Most phones use the standard size Mini-SIM. Some smartphones, such as the iPhone 4, 4S, and the Samsung Galaxy S3 use a Micro-SIM. If you have an iPhone 5, you will need a Nano-SIM. If you’re not sure, take your existing SIM out of your handset and compare it with the picture below. Or if you need help, just call or email us and we’ll let you know.SIM cards

Can I keep my current phone number?

Yes it is easy to bring your existing mobile number to CMobile. Simply complete the Porting Information during the sign up process and we complete the transfer to you.

Please note, we will not start transferring your number until you have received your new CMobile SIM, and you have requested us to activate it. It is important to tell us your correct account number with your current provider so the transfer will complete smoothly.

How long does it take for my number to be transferred in and how will I know?

Most transfers are completed within the hour. Simply continue to use your old SIM until the service stops working, and then plug in your new CMOBILE SIM. It will be active with your existing number attached to it.

My phone is locked to another carrier. How do I unlock it?

If your phone is locked to another provider, you need to contact the provider to unlock your phone. The contact numbers are below.

Vodafone: call 1300 650 410 or visit www.vodafone.com.au/unlock
Telstra: call 125 111
Three: call 133 320
Crazy John’s: call 132 299
Optus: Call 1300 555 002

When is number porting available?

The Standard Hours of Operation for mobile number porting are Monday-Friday from 08:00 to 20:00 AEST, and Saturdays from 10:00 to 18:00 AEST. Porting is NOT available on the following days:

Sundays
New Year’s Day
Australia Day
Good Friday
Easter Sunday
ANZAC Day
Christmas Day

For all other Public Holidays, Porting may be reduced to Saturday hours.

How do I change my CMobile plan?

All CMobile plans are monthly plans. You are free to change to a higher
or lower plan at the end of each calender month. Simply give us a call
on 1300 545 000 or email support@cmobile.com.au at any time, and we can
schedule the change to go through at the end of the current month.

NB. If you wish to change from a C Red plan to a C Blue plan or vice
versa, we will need to send you a new SIM, as they operate on different
networks. This will incur a replacement SIM charge of $4.90, which will
be added to your next bill.

Customer care (6)

How do I contact CMOBILE customer care?

CMOBILE customer care is open 9am to 6pm Monday to Friday. Simply dial 1300 545 000 (a free call from your CMOBILE) or 126 222 on a C Red plan. Alternatively you can email support@cmobile.com.au and one of our team will respond to your query within 24 hours.

I’ve lost my handset. What do I do?

Contact CMOBILE immediately. We will bar your SIM, and send you need a new one if required.
If you’re overseas, you can call us on +61 490 008 889.

What is a PUK code?

A PUK (or PIN Unlock Key) is a security feature that protects the data on your SIM. If your PIN code is entered incorrectly 3 times, you will require the PUK code to unlock your SIM. Your PUK code is not recorded anywhere. If you are required to enter a PUK code, please contact our team on 1300 545 000 or support@cmobile.com.au and we will be happy to provide your PUK code. Please note – If a PUK code is entered incorrectly 10 times, the SIM will be permanently blocked. If this happens, please let us know and we will send you a new SIM.

How do I bar premium SMS?

You can bar all Premium SMS services on your mobile, so that you won’t receive, be charged for, or be able to use services after the barring is activated. There is no charge to activate barring and it will not restrict your access to other services. To bar premium SMS, simply dial 1300 545 000 or email support@cmobile.com.au

How do I check my usage?

To check your usage, simply go to www.cmobile.com.au and log in to the My CMOBILE section with your account passcode. Your usage will usually be updated within 48 hours. Please note – Some types of usage, such as overseas roaming may take longer to be received.

Do I need to update the settings on my handset?

Each network has its own unique settings that allow you to access the internet. These settings differ slightly from handset to handset. CMOBILE will send you the required settings for your handset as part of the registration process. Of course, if you are unsure, you can always contact us on 1300 545 000 or support@cmobile.com.au

Voicemail (5)

How do I set up my voicemail?

Your CMOBILE SIM comes with your voicemail service pre-configured. To set up your voicemail follow the steps below:

1. C Blue 4G plans dial 141, for C Red plans dial 121
2. Choose your personal security code
3. Select your time zone (eg. NSW or QLD)
4. Record your name to be used in the standard greeting that callers to your voicemail will hear
5. Record a personal greeting

If you have not set up voicemail, you will be prompted to do so the first time you use it.

How do I listen to my messages?

C Blue 4G plans
You will be notified of a voicemail message by SMS alert.
Dial 141 from your CMOBILE handset.
While listening to messages you can skip to the next message by pressing the ‘6’ key. You can also save messages by pressing 4, or delete them by pressing 5.

C Red plans
There are two ways of accessing your voicemail messages:
SMS Alert: Your voicemail service will alert you to new messages with an SMS alert. When convenient, you can dial 121 to listen to your new voicemail messages. Dial 1218 to set your voicemail to SMS Alert. When you first connect to CMOBILE, your voicemail will be set to SMS Alert.
Ring Alert: Your voicemail service will call you when you have new messages, and automatically play them to you. Dial 1219 to set your voicemail to Ring Alert.

While listening to messages you can skip to the next message by pressing the ‘#’ key. You can also save messages by pressing 2, or delete them by pressing 3.

Can I listen to my voicemail messages from another phone?

Yes, you can use any other fixed or mobile phone to access your messages.

C Blue 4G plans
From any other device, call your mobile number. Wait until you are diverted to voicemail. While the greeting message is played, press the hash key twice (##). You will be asked to enter your voicemail password. Enter the password (note this is a 6 digit password you selected when setting up your voice mail)

C Red plans
Dial 0414 121 121 in Australia (or +61 414 121 121 if you are overseas) and follow the prompts.

Please note – To access your voicemail in this way you will need to know your security code which you chose when you first set up your voicemail. If you have forgotten your security code, please contact us on 1300 545 000 or support@cmobie.com.au and we will be happy to help you.

How do I turn off Voicemail?

If you don’t want voicemail on your CMOBILE service, just follow the steps below:

C Red plans
Dial ‘1210’ from your handset to stop calls diverting to voicemail. This will then divert calls to a service called Call Catcher instead. Call Catcher is an alternative to voicemail which provides callers the option to send their number to you as an SMS. If you want to turn off Call Catcher also, simply dial ‘121600’.

C Blue plans
You cannot turn off voicemail on C Blue plans from your handset. Please email us at support@cmobile.com.au or call us on 1300 545 000 and we will turn it off for you.

How can I change or extend the ring time on my CMOBILE service?

You can extend the ring time on your CMOBILE service from your own handset.

For C Blue plans:
1. The ring time can be 15, 20, 25 or 30 seconds
2. Dial the following, replacing XX with 15, 20, 25 or 30 as the seconds:
**61*+61141**XX# then press call/send
3. For example, to set your ring time to 30 seconds, enter:
**61*+61141**30# then press call/send

For C Red plans:
1. The ring time can be 5, 10, 15, 20 or 25 seconds
2. Dial the following, replacing XX with 5, 10,15, 20 or 25 as the seconds:
**61*+61414121000**XX# then press call/send
3. For example, to set your ring time to 25 seconds, enter:
**61*+61414121000**25# then press call/send

Roaming (2)

Can I use my CMOBILE SIM when travelling overseas?

Yes you can. Simply dial our customer care number 1300 545 000 and we will unbar your SIM for use overseas. Please note – a security deposit may be required. Please contact our expert team before you leave so we can provide you the best and most cost effective roaming solution.

Does it cost a lot to use my mobile overseas?

Overseas roaming can be very expensive. Depending on where you are and even what network within that country you are roaming on, charges can vary greatly. We strongly suggest you contact our expert team prior to using your phone overseas. They can discuss your needs and give you tips on how to roam as cost-effectively as possible.