Help & FAQ
How can we help you?
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Setting up your device
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Recharge & billing
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Using and managing your service
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Technical Troubleshooting
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FAQs: Setting up your device
FAQs: Using and managing your service
Can I divert my service to an international number?
It is not possible to set up a call diversion/forwarding on your ALDI Mobile service to an international number.
What do I do if my mobile is lost or stolen?
Call our team as soon as you can to have your phone and SIM blocked to prevent someone else from using your phone.
If your mobile’s lost or stolen we can:
- Block the SIM card to prevent its use in any other phone.
- Block the handset to prevent it from being used with any SIM card.
There's no charge to have your mobile handset blocked and we’ll be able to lift the block if you find the handset, or have it returned to you. Just give us a call if you find your handset and we’ll assist you from there.
Whilst you are on our website, we would recommend that you log in to your my ALDImobile account and remove your credit card details immediately, this will ensure that no unauthorised recharges can take place whilst you are requesting the blocking of your SIM with us.
Any credit that has been used up until the time that you notify us of your lost or stolen handset cannot be replaced.
How does the included international calls and SMS work in my Mobile Plan?
Our $25, $29, $39, $49 and $59 Mobile Plans include SMS and some call time to selected international numbers from Australia as follows;
- $25 Mobile Plan - 100 minutes, 50 SMS
- $29 Mobile Plan - 100 minutes, 50 SMS
- $39 Mobile Plan - 200 minutes, 50 SMS
- $49 Mobile Plan - 300 minutes, 50 SMS
- $59 Mobile Plan - 400 minutes, 50 SMS
Important - Included international minutes and SMS are to eligible numbers and countries only. Calls to mobiles may not be included, you should take the time to review the list of eligible numbers and countries here.
Is there a charge for call forwarding?
Call forwarding is managed from your handset so check your user manual or call the manufacturer for assistance. Our call centre cannot arrange diversions or forwarding on your behalf.
If you set up call forwarding to an Australian number other than voicemail, you will need Pay As You Go (PAYG) credit.
Call forwarding charges are higher than standard call charges and are not part of the standard inclusions in any of our packs.
Find out more about our call charges on our legals page.
How do I change the owner of my account?
If you have changed your name and want to update it on your ALDImobile account, you’ll need to complete a Change of Account Name Request and return it to us with a copy of a supporting document. You can download the form by clicking on the link below.
If you want to transfer a mobile number in your name into someone else’s name, complete and return a Change of Ownership Request. To begin a Change of Ownership request, contact us on 1300 989 000.
Why has my service expired?
If you've received an SMS or email that your service has expired or is about to, here's what you need to know:
All ALDImobile services have a Pay As You Go 'base plan'.
If you activate a $5 Starter Pack, the included $5 PAYG credit will expire after 60 days.
If you do not recharge within the 60 days of credit validity, both the PAYG credit and your service will expire.
Whenever you recharge with a Mobile Plan, Data Plan, Family Plan, Super Pack or PAYG credit, your base plan expiration date will be extended by 365 days. A Data Top Up will not extend your expiry date.
If you have recharged with a Mobile Plan, Data Plan, Family Plan, Super Pack or PAYG credit, your service will expire after 365 days.
Your service has been expired less than 90 days
You can still receive calls and SMS but can't make calls or send SMS. You can add PAYG, or a plan during this time to reactivate your base plan and service for a further 365 days.
Your service has been expired between 90 days and less than 120 days
You can't make or receive calls and SMS at this stage, but you can still add PAYG or a plan to reactivate your base plan and service.
Service has been expired between 120 days and less than 180 days
You still can't make or receive calls and SMS and if you want to continue to use ALDImobile, you will need to purchase a new SIM card and take the following action, depending on what you'd like to do.
- If you want to obtain a new number, you can activate the SIM and request a new number online.
- If you want to retain the existing, expired number, call us once you have purchased the SIM card and we'll take care of the reactivation for you. Do not activate the SIM card online.
If your service has been expired 180 or more days
Due to the lengthy period of time the service has been inactive, the number will have been returned to the original 'owning' Telco and we will not be able to recover it.
How is my data usage calculated?
The table below shows you how different call charges are billed and deducted from your credit.
Standard charges |
cost |
---|---|
All standard calls | billed per minute |
Standard SMS (national) | billed per 160 characters |
Data |
billed per 1KB charged at 6c/MB (PAYG rate) The equivalent rate per 1KB is $0.00006 |
Call connection fee (national calls) | No charge |
If your usage is not what you expected, you can find out more about why this might be here.
How can I get my PUK (SIM unlock) code for my SIM card?
A PUK code is required when your SIM card has been locked.
A PUK code will not unlock a handset that is locked to a different network provider (e.g. you have placed your ALDI Mobile SIM card into an phone that is locked to Optus). For information regarding locked handsets, please see here.
If you need your PUK code, log in to your My ALDI Mobile account through the website and send us an eSupport ticket.
What is your network coverage and speed?
MEDION Australia Pty Ltd. (ABN 58 106 611 330) under the brand name ALDI Mobile use the Telstra Wholesale Mobile Network, which provides 4G coverage to most Australians, with 5G also available in many locations.
If you would like to check your coverage, click here
The network capability of ALDI Mobile’s mobile solution has access to download speeds of up to 100Mbps on 4G across most 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.
Please note:
End-user speeds will also vary due to factors such as device capabilities, location, distance from the base station, local terrain, user numbers, hardware and software configuration, download source/upload destination and network management measures.
Coverage maps should be used as a guide and are indicative only. The coverage shown is subject to change and does not guarantee the exact level of coverage for the address provided. 4G-only devices receive 4G and 3G coverage. Plans with 5G access may operate on 5G, 4G or 3G networks. Plans without 5G access operate on the 4G and networks only. 5G coverage is now available on the $29 5G Mobile Plan, $39 5G Mobile Plan, $49 5G Mobile Plan, $59 5G Mobile Plan and Family Plans.
Can I use my ALDI Mobile SIM in a Telstra mobile phone?
To take advantage of 4G for data/MMS/SMS, ensure your device is compatible with 700, 900*, 1800, 2100*, 2600* MHz frequencies.
*supported in limited locations only.
Why do I need a 4 digit telephone PIN and how do I set it up?
Setting a 4 digit Telephone PIN that’s known only to you is one way you can protect your service against unauthorised access and changes. It’s also the quickest and easiest way for us to identify you as we’ll ask for it each time you call.
You can set and change your Telephone PIN in the account details section under Manage Account in your online account. Make sure the PIN cannot be easily linked to you or guessed by a third party.
Read here about other ways you can protect your account.
Can I make international calls and send SMS/text?
Yes you can! There are 2 possible ways you may be able to make calls and send SMS to international numbers from Australia.
Using Pay As You Go credit
As long as you have credit on a Pay As You Go plan, you can call and SMS international numbers. You can find out about our international call rates by clicking here.
With selected Mobile Plans and our Family Plan
Our $25, $29, $39, $49 or $59 Mobile Plan and Family Plan have unlimited standard calls and SMS to 15 countries plus an allowance of minutes and SMS to 35 other countries. Once you have used your included minutes and SMS to international countries, you will only be able to call/SMS those countries if you have Pay As You GO (PAYG) credit.
If you wish to call/SMS international numbers that are not in the list of eligible international numbers, you'll need to have PAYG credit.
You should visit the plans page to find out more about what is unlimited and included and you can view the list of eligible numbers and countries here.
If you’re on the $15 Mobile Plan you will not be able to call international numbers unless you have PAYG credit.
How do I turn off Voicemail?
To disable diversions to voicemail (for when you miss a call), from your mobile handset, dial #002# then press the call or send button.
How do I turn on International Roaming?
To activate International Roaming on your service, login to your My ALDI Mobile account, click "Manage Account" and then click "International roaming".
You will see the option to enable or disable roaming to allow your number to be used overseas (in selected countries).
You should be aware that the use of your ALDI Mobile service outside of Australia may incur significantly higher charges than use of the service within Australia.
You can see the countries where you can use international roaming on your ALDI Mobile service, the relevant charges and the providers on our legals page or by clicking here.
To turn roaming off, simply log in to your account and update your roaming preference to set it to disabled.
To ensure International Roaming is activated on your service, we highly recommend enabling International Roaming whilst in Australia.
Can I use ALDI Mobile overseas?
ALDI Mobile allows access to international roaming services using PAYG credit in some overseas countries.
To find out more you can visit our roaming page. You can also view roaming rates on our legals page, and we have help articles to assist you if you need it.
You should be aware that the use of your ALDI Mobile service outside of Australia may incur significantly higher charges than use of the service within Australia.
To ensure International Roaming is activated on your service, we highly recommend enabling International Roaming whilst in Australia.
How do I check my balance or expiry date?
ALDI Mobile makes it easy to keep track of your balance.
- The quickest and easiest way to check on the go, is by using the ALDI Mobile app.
- SMS the word balance to 590 from your ALDI Mobile handset.
- You can also log into your My ALDI Mobile account online.
To check your balance or expiry date on the ALDI Mobile app or on My ALDI Mobile, select the phone number you want to check and on the menu screen, you will see a breakdown of your current Mobile Plan / Super Pack / PAYG credit and will also see the expiry dates.
What are the data / internet / APN settings for my ALDI Mobile service?
The APN Data Settings for ALDI Mobile are listed below:
Combined Data and MMS setting |
Name: Mobile Data |
APN: mdata.net.au (if this does not work, try telstra.internet) |
Proxy: (blank) |
Port: (blank) |
Username: (blank) |
Password: (blank) |
Server: (blank) |
MMSC: http://mmsc.mdata.net.au:8003 |
MMS proxy: 10.1.1.180 |
MMS port: 80 |
MMS Protocol: IPv4 or IPv4/IPv6 |
MCC: 505 |
MNC: 01 |
Authentication: (blank) |
APN type: default,dun,supl,mms |
Only add these settings to your phone or device if the network settings aren't auto-detected.
How does unlimited data rollover work for Mobile Plans?
Some of our Plans are eligible for rollover of your unused data allowance to your next recharge period. Check our Critical Information Summaries to confirm eligibility.
Mobile Plans
All your unused Mobile Plan data will rollover if:
- You recharge within 24 hours of expiry with a Mobile Plan of the same or higher value;
- Both Mobile Plans are eligible for Data Rollover (note: ALDImobile $10 Mobile Plan is not eligible for Data Rollover)
The standard data allowance of your pack (including any Data Top Up) will be used before any rollover data.