Connecting to Cmobile

After completing the sign up process, we will process your application and if approved, your plastic SIM card will be dispatched to you the next business day by priority mail as standard or by express post if you have selected this option. If you selected an eSIM, we will email you a QR code to download your SIM to your phone or tablet. Please allow up to 3 hours to receive your eSIM during business hours.

Cmobile can provide traditional plastic multi-fit SIM cards or if you have one of our C Blue (Telstra network) plans, you can request an eSIM to be emailed to you. Note – your phone needs to support eSIM to be eligible. When signing up with Cmobile, you can elect to receive a plastic multi-fit SIM card or if your phone or tablet support eSIM, you can request one instead. If you selected a plastic SIM, Cmobile will send you a multi-fit SIM card that will fit in all mobile devices. When you receive your SIM card, carefully push out the SIM from the credit card size plastic body. Once you have the SIM pushed out, you can then push out the smaller sizes to fit your phone. Be careful not to push too hard and damage the plastic. If you push out the wrong size, you can carefully click them back together to produce the correct size SIM to fit your device.

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.

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.

Quite often, if you purchase a mobile phone on a prepaid plan, it will be locked to that carrier. If your mobile phone is locked to another provider, you need to contact the provider to unlock your phone. The contact numbers for the main carriers are below. Vodafone: call 1300 650 410 or visit www.vodafone.com.au/unlock Telstra: call 13 22 00 Optus: Call 133 937 or visit https://www.optus.com.au/prepaid/unlock-your-phone You don’t need to contact your current provider if you are porting your mobile number to Cmobile, only if your mobile phone is locked.

The Standard Hours of Operation for mobile number porting in the Australian Telco industry 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.

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 [email protected] 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.

Traditionally, mobile carriers require either your date of birth (for prepaid plans) or your account number in order to port your number. This means if a hacker has accessed your mobile number and/or date of birth or account number (e.g. from your bill), they can port your phone number away. Cmobile has introduced a 6-digit porting PIN so that your number can only be ported by providing this PIN. Cmobile will store your PIN on your account and it will not be visible to anyone other than Cmobile staff. This means if a hacker gains access to your mobile number and date of birth or account number, they will not be able to port your number away without your PIN.

If you receive an error trying to send or receive SMS or MMS, try the below: 1. Restart your phone: Turn your phone off and on again to refresh your network connection. 2. Check coverage: Make sure you’re in a coverage area by checking the maps for C Red plans or C Blue plans. 3. Try making a voice call to confirm whether it’s an issue with your whole service or just messaging. 4. Free up space: If your inbox and sent messages folders are full, you may be unable to send messages. Delete old messages to free some space. Message Centre Number If your phone allows you to make changes to your message centre number, make sure that it’s set to the correct number. For C Red plans use ‘+61415011501’ For C Blue plans use ‘+61418706275’ On most phones, you can go to settings and find the option for ‘Message Centre Number’. If you have an iPhone, you can check it by dialing *#5005*7672#. If you then need to correct it, you can dial: **5005*7672*+61415011501# for C Red plans, or **5005*7672*+61418706275# for C Blue plans iMessage on iPhones If you’re using an iPhone, check if the message you’re trying to send is enclosed in a blue bubble. If so, this indicates that it’s trying to send the message over the internet rather than as an SMS, so you will require working mobile data or access to a Wi-Fi network. To turn off iMessage entirely, simply go to Settings > Messages, and turn ‘iMessage’ off.

You do not need to purchase a mobile device from Cmobile to use our mobile plans. With all Cmobile plans, you can bring your own device as long as it is compatible with the Vodafone (C Red plans) or Telstra (C Blue plans) mobile networks. If you do not have a mobile device, you can choose to purchase a device outright from Cmobile here, or you can purchase a device from another retailer. For Cmobile C Red plans using the Vodafone network, your device needs to support 4G 850MHz, 1800MHz or 2100MHz. For Cmobile C Blue plans using the Telstra network, your device needs to support 4G 700MHz, 900MHz, 1800MHz, 2100MHz or 2600MHz. For 5G, your device needs to support 850MHz or 3500MHz.https://www.cmobile.com.au/shop

Pre-port verification is an additional identification process used to verify your ownership of your existing mobile phone number being transferred to Cmobile during the SIM activation process. It is to protect you from unauthorised transfers of mobile numbers as a requirement of the “Telecommunications (Mobile Number Pre-porting Additional Identity Verification) Industry Standard 2020” published by the Australian Communications and Media Authority. When you submit your SIM activation to Cmobile and request your existing number to be transferred, you will receive a 6 digit code sent to your mobile phone via SMS. You need to enter this code in the Pre-port verification window as soon as you receive it to ensure you are the owner of the mobile phone number. If you have any issues, please contact us on 1300 545 000 or email [email protected]. If you believe your phone number has been ported fraudulently to another operator you should report this to: (a) the Australian Federal Police or the relevant State or Territory Police, and (b) government services, such as Scamwatch and IDCARE that support customers whose mobile service number is the subject of an unauthorised port.

Can I use WiFi calling with Cmobile? You can use Wi-Fi calling with Cmobile. Wi-Fi calling lets you make and receive calls over a WiFi network when the mobile network is not avaliable. This is very helpful if you experience coverage issues indoors, you’re travelling overseas, or if there’s a mobile network outage. There is no additional cost for using Wi-FI calling with Cmobile. To use Wi-Fi calling, your handset must be 4G capable with VoLTE enabled. You will see an icon at the top of your mobile screen which looks like a phone with a Wi-Fi symbol next to it. When this is present your phone will use Wi-Fi  calling to make or receive a call. Wi-Fi calling is available on both C Red (Vodafone) and C Blue (Telstra plans).

Telstra 3G mobile exit has been extended to 28 October 2024. Telstra is upgrading the mobile network to deliver a better experience for all users. As part of these improvements, the current 3G network will be retired and all users will move to the more modern 4G and 5G network. This will impact Cmobile customers who have a C Blue – Telstra network plan. The current Telstra 3G mobile network (850Mhz band) will be retired on 28 October 2024. There will be no interruption to 3G services or network coverage prior to this date. After 28 October 2024, the mobile network will only support 4G and 5G devices. Note, your 4G device will need to support 4G band 28 (700MHz) and Voice over LTE (VoLTE) to support voice calls including emergency calling. Most modern smartphones support VoLTE and WiFi calling which uses digital packet technology to route voice traffic and transmit data. If you have a device that only supports 3G or it is a non-VoLTE capable 4G mobile device, it will cease to operate on the Telstra 3g network after 28 October 2024. You will need to upgrade to a new device that supports 4G VoLTE and 5G networks to maintain your service. If you are unsure if your device supports 4G or 5G, please contact us at [email protected] or call us on 1300 545 000 and we will be happy to help you.

You can get a Cmobile eSIM if your device is eSIM capable and you are on one of our C Blue (Telstra network plans). Currently, our C Red (Vodafone network) plans do not have eSIM available and will need a plastic SIM instead. To check if your device is compatible with eSIM, you can look for an EID number on your device. If it appears, your device is capable of taking an eSIM. An EID is a 32 digit number on your device that confirms it supports eSIM. To find your EID, on your mobile phone dial *#06# like making a phone call. It will return your EID if your phone has one. If you have a tablet, go to Settings / About and it will show an EID if your tablet has one. If your device has no EID it won’t be able to take an eSIM and you will need to get a plastic SIM instead. When signing up to Cmobile, you can select if you want to receive a plastic multi-fit SIM or an eSIM. Only request an eSIM if your device is capable of accepting it. If you are an existing customer and you want an eSIM, please contact us by email at [email protected] or call us on 1300 545 000 and we will arrange this for you.

For C Blue plan customers on the Telstra mobile network, you can divert incoming calls to another mobile or fixed phone number in Australia. You can do this on your mobile handset yourself or by contacting Cmobile customer care to do it for you.

How to divert all calls on your mobile handset.

Divert all calls to another number: Dial **21* then enter the phone number you want to divert calls to, including the area code if a landline number, then type *10# and then press send/call. For example a divert to 0418123123 would be **21*0418123123*10# send/call.

How to divert missed calls on your mobile handset.

Divert calls you don’t want or cannot answer within 15 seconds: Dial **61* then enter the number you want to divert calls to, including the area code if a landline number, then type *10# and then press send/call. For example a divert to 0418123123 would be **61*0418123123*10# send/call.

How to divert calls if unavailable on your mobile handset

Divert calls if your phone is turned off or not in a coverage area. Dial **62* then enter the number you want to divert calls to, including the area code if a landline number, then type *10# and then press send/call. For example a divert to 0418123123 would be **62*0418123123*10# send/call.

How to divert calls if busy on your mobile handset

Divert calls if you are already on a phone call. Dial **67* then enter the number you want to divert calls to, including the area code if a landline number, then type *10# and then press send/call. For example a divert to 0418123123 would be **67*0418123123*10# send/call.

If you have any problems with this please contact Cmobile customer care by email at [email protected] or call us on 1300545000

For C Red plan customers on the Vodafone mobile network, you can divert incoming calls to another mobile or fixed phone number in Australia. You can do this on your mobile handset yourself or by contacting Cmobile customer care to do it for you.

How to divert all calls on your mobile handset.

Divert all calls to another number: Dial **21* then enter the phone number you want to divert calls to, including the area code if a landline number, then type # and then press send/call. For example a divert to 0418123123 would be **21*0418123123# send/call.

How to divert missed calls on your mobile handset.

Divert calls you don’t want or cannot answer within 15 seconds: Dial **61* then enter the number you want to divert calls to, including the area code if a landline number, then type # and then press send/call. For example a divert to 0418123123 would be **61*0418123123# send/call.

How to divert calls if unavailable on your mobile handset

Divert calls if your phone is turned off or not in a coverage area. Dial **62* then enter the number you want to divert calls to, including the area code if a landline number, then type # and then press send/call. For example a divert to 0418123123 would be **62*0418123123# send/call.

How to divert calls if busy on your mobile handset

Divert calls if you are already on a phone call. Dial **67* then enter the number you want to divert calls to, including the area code if a landline number, then type # and then press send/call. For example a divert to 0418123123 would be **67*0418123123# send/call.

To deactivate call diversions type ##002# then send/call.

To deactivate all conditional diversions type ##004# then send/call.

Conditional call forwarding only diverts calls to your forwarding number in specific situations:

• If there is no answer.
• If your phone is engaged.
• If you reject the call.

Unconditional call forwarding diverts all incoming calls to your forwarding number.

If you have any problems with this please contact Cmobile customer care by email at [email protected] or call us on 1300545000

eSIM is only available on C Blue mobile plans.

After your Cmobile account is set up you will receive an email notification with your account details.

Once you’re ready to receive your eSIM, we will process your request and email you a QR code to download your SIM.

Ensure your device is connected to a WiFi network to download the SIM.

Scan the QR code from your email. It’s easiest to open your email on another device such as a tablet or PC.

Once the QR code is scanned, your device will load the eSIM and your service will be active on your device.