Mobile Frequently Asked Questions

Emergency Calls

What emergency number should I use?

Providing that network coverage is available, your ONEseniors Mobile service is able to call emergency services anywhere in the world. The international GSM emergency number is 112. We recommend you use this number in any case of emergency to contact the ambulance, fire or police services.

Alternatively, Australia 's emergency number is 000.

Mobile Number Portability

What is Mobile Number Portability?

Mobile Number Portability (MNP) simply means you can switch from your old Network to ONEseniors Mobile and keep your existing mobile number.

How do I port to ONEseniors Mobile from another network?

If you would like to keep your existing mobile number and port it to ONEseniors Mobile it's simple. Just fill in the relevant section on our application form telling us the number you would like to keep, and sign the Port Authorisation Form. Send us the forms and we'll take care of the rest. Once we receive your forms, one of our consultants will call you to advise we are about to port your number to ONEseniors.

Will I need a new SIM card when porting from another network?

Yes, you will need a new SIM card when porting from another Network because of the carrier-specific information the SIM card carries. ONEseniors Mobile will provide this new SIM card when you join us.

How long will it take to port my number to ONEseniors Mobile?

The Australian Communications Authority rules state that porting should take no longer than 3 hours. Often it takes less than an hour and occasionally when there are system problems it can take a little longer.

Can I port if I am still under contract to another Network?

You can port while still under contract to another Network, however your existing provider may apply charges if you port while under contract. Please check with your current network provider for more information.

Can I port with a mailbox number?

Mobile Number Portability is available for almost all mobile numbers that are issued to you and for which you have the rights of use, except mailbox numbers. These numbers are not issued to you and cannot be ported.

Can I port a fax or data number?

Existing fax and data numbers can be ported. This must be requested at the same time as porting the mobile number, or the number will be disconnected by your old provider when your voice number is ported away.

What happens if I lose or my mobile is stolen?

You can have your lost or stolen mobile blocked by contacting ONEseniors on 1300 552 445. 

If your mobile is lost or stolen we can:

• bar the SIM card to prevent misuse of the account.

Barring the SIM  card will stop all incoming and outgoing calls from that SIM whether it is in your mobile or someone else's.  

There's no charge to have your SIM or mobile blocked.

Note: Blocking a handset or SIM does not terminate your contract with ONEseniors. You may continue to be liable for ongoing monthly access fees for the remaining contract period, if you are on certain mobile plans.

What happens if I find my mobile?

If your mobile has been found and you wish to unblock it, please contact ONEseniors on 1300 552 445.