Frequently Asked Questions

• Upcoming Network Changes

  Why is Globalgig upgrading their network?

  We are looking to optimize services available to our customers.  In some cases, this network change will increase network capacity, delivering faster speeds for mobile device and wireless applications.

   

  What do I need to do to get the over-the-air update?

  To get the over-the-air update you will need to ensure that your Globalgig SIM card is in a working device that is turned on at the time of the scheduled update.

   

  We will be sending you additional notifications on over-the-air updates.

   

  What if I miss the scheduled update?

  We will be sending a reminder one hour before the update. If you do miss the 1st update we will schedule a 2nd update later in the week. Please keep a look out for any notifications.

   

  If you know you wont be able to make any of the updates then you will need to request a SIM swap. You can request this from the SIM Swap form: https://www.globalgig.com/sim-swap/

   

  What if I will need to swap out my SIM?

  To order your Replacement SIM please fill in out the online form:

  https://www.globalgig.com/sim-swap/#replacement

   

  Once you receive your new SIM, you will need to activate your new SIM via our online form:

  https://www.globalgig.com/sim-swap/#activate

   

  Alternatively you can contact Customer Care.

   

   

  My service has been suspended as I missed the deadline for the over-the-air update. What do I do?

  We will need to send you a new Globalgig SIM card.  please fill in out the online form:

  www.globalgig.com/sim-swap/#replacement

   

  Once you receive your new SIM, you can activate your new SIM via our online form:

  www.globalgig.com/sim-swap/#activate

   

  Alternatively you can contact Customer Care.

• About Globalgig

  1. Why connect with Globalgig?

  Globalgig is the smart choice for using mobile broadband in Australia and internationally. We offer low cost plans in Australia and connectivity at market leading rates across 100 premium networks.

  The Globalgig network is powered by Optus 4G in Australia and leading national networks overseas.

• Plans & Pricing

  1. How much mobile data will I need?

  It really depends on your usage. As a guide 1GB (which is 1024 MBs) of mobile broadband can typically be as much as:

  • 1,500 text emails; plus
  • 500 internet searches; plus
  • 100 photo uploads; plus
  • 25 songs; plus
  • 4 hours VoIP calling; plus
  • 60 minutes video streaming
    
    

  2. What is different about Globalgig pricing?

  Our mission is to provide reliable and low-cost mobile broadband in Australia and internationally. Once you have activated your Globalgig service you're ready to enjoy low-cost mobile broadband across the Globalgig network.
  
  

  3. How do I know which plan to select?

  The 4G Flexi Family of plans provide great value rates for data in Australia on a month-to month contract term as well as access to low rates across the Globalgig International network.

  Please check the Data Table for guidance on what data bundle is right for you
  
  

  4. Can I change my Globalgig plan?

  If you wish to upgrade your plan, this can be completed at any time in your billing period, however you will receive pro-rata charges and a prorated data allocation in this bill cycle.

  If you are downgrading, this can only be completed at your monthly billing cycle.

  Important Information about plan changes

  • If you upgrade in the middle of your billing period, you need to remain on the new plan for the remainder of your current billing period and for 1 full bill month before another change can be submitted on your account.
  • We can only complete 1 plan change per 30 day period. Therefore if you upgrade from 1GB to 3GB, and then run out of data a few days later after the change, another plan change cannot be submitted to take you to 5GB.

  You can make your request by contacting Customer Service via calling 1300 102 102  or emailing customercare@globalgig.com.
  
  

  What is Pro-Rata?

  Pro-rata billing means that your plan is billed in proportion to the number of days it has been connected. It’s used whenever your plan or included mobile data allocation hasn’t been connected for the full month of your billing cycle. Pro-rata charges are calculated by dividing the cost of your plan by the number of days in the full billing cycle, and then multiplying this by the number of days connected to the plan. Pro-rata charges commonly occur on your first invoice, and on any invoices where a plan change has taken place. If you have upgraded your plan mid-month you will also receive a pro-rata data allowance in line with how many days remaining in your current bill cycle.

   

  5. What happens if I exceed my data usage allowance in my plan?

  If you are on our 4G Flexi plan with an included data allowance and you exceed this allowance you will be charged for any excess usage. In Australia, excess usage is 2c per MB. In all other Globalgig countries usage is charged by Zone 1 or Zone 2 Pay Per MB rates. Please refer to the Critical information Summary of your current plan to view the Pay Per MB rates.

  On the 4G Flexi plan, we will email you when your data usage exceeds 50%, 85% and 100% of your plan's allowance. In the event that you go over your data allowance, we will notify you of your out of bundle usage in $50 increments.

  In addition to this, we will suspend your account after $100 excess usage has been incurred. You can increase your spend limit by contacting Customer Service to discuss your options.

  Please note, we offer both included data and pay-as-you-go plans. If you decide to activate on a pay as you go plan with no included data, you will receive spend alerts only.
  
  

  6. How can I find out my mobile broadband usage?

  We will email you when you have used 50%, 85% and 100% of your data allocation, alternatively call us on 1300 102 102 or email us at customercare@globalgig.com for usage updates.
  
  

  7. Do I have to commit to a fixed contract or plan?

  The Globalgig service is a rolling contract with a minimum 1 month term that will continue to provide you with data and charge your nominated credit card monthly until you request the cancellation of your account.
  
  

  8. What happens if I don't use all my mobile broadband allowance in the month?

  If you are on a plan with an included data allowance, any unused mobile broadband allowance expires each month at the end of your billing cycle.

  For full details of plan costs and inclusions, please refer to our Plans Page for details.

  Please contact our Customer Care team who are here to help with billing, technical and coverage queries.

  If you do decide to cancel your Globalgig service Customer Care can help. You can contact them on 1300 281 582, or send them an email. We require at least 48 hours’ notice prior to your billing date to schedule in cancellations.

  If you wish to re-connect with Globalgig in the future, simply purchase a new SIM and activate it accordingly.

   

  9. Do I need to tell you I'm going overseas?

  Your Globalgig service will automatically work in up to 100+ countries at a rate of either 10c per MB or 25c per MB, depending on the destination.

  For full details of plan costs and inclusions, please refer to our Plans Page for details: 4G Flexi and Go Europe + USA.

  Important information about where your service will work: some older Globalgig SIMs do not support the full 100+ footprint. If you need to use your service outside of Australia, USA and Europe, please contact Customer Service a minimum of 1 week before you travel to ensure you have the latest SIM card with the 100+ country footprint.
  
  

  10. Thinking of leaving us?

  Did you know that Globalgig has plans starting at just $10 for 1 GB of data to use in Australia? If you take this option you can change to a higher plan.

  Please contact our Customer Care team who are here to help with billing, technical and coverage queries.

  If you do decide to cancel your Globalgig service Customer Care can help. You can contact them on 1300 281 582.

   

  11. Do I have to pay any fee If I cancel my contract?

  Our plans are not subject to any cancellation fee, provided that all amounts are settled before your cancellation date.
  
  

  12. Early Cancellation Fee

  Our plans are subject to a 1 month minimum term. You must remain with Globalgig for a minimum of 1 month. Please remember, The Globalgig service is a rolling contract that will continue to provide you with data and charge your nominated credit card monthly until you request the cancellation of your account.

• SIM Starter Pack

  1. What size SIM do i need?

  Globalgig uses a 3-in-1 SIM card. Carefully punch out the SIM card size you require for your device.
  
  

  2. What changes to settings do I require?

  Firstly ensure mobile broadband and data roaming are enabled, then change your APN settings to mbb.voiamo.net - this enables your device to connect to the internet in Australia and all of our Globalgig connected countries.

• Coverage

  1. Where can I use my Globalgig service?

  Depending on your plan you can access mobile broadband across the Globalgig Network in 100+ connected countries. Click here for a complete list of connected countries. We grow our international partner network continuously and will let you know as more countries become available.

   

  2. Where can I use my Globalgig Go Europe + USA Plan?

  Your Globalgig Go Europe + USA Plan includes usage in Australia, the USA and various European destinations, including:

   

  Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, the Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, San Marino, Spain, Sweden, Switzerland, UK, USA

   

  3. Can I use a Globalgig SIM with my own Mobile WiFi Device?

  Your mobile broadband experience - both domestically and internationally - depends on the network coverage and the frequencies supported by the device you are using. Many countries use different frequencies, so it's important to check that the device you are using is compatible in the country you're visiting. As a guideline, these are the frequencies used by region:
  
  

  Australia and South East Asia
  3G & 4G - 700/900/1800/2100 MHz
  New Zealand - 850/2100 MHz

  United Kingdom and Europe
  3G - 2100 MHz
  UK 4G - 800/1800Mhz

  USA
  AT&T - 850/1900 MHz
  T-Mobile - 1700 MHz and 2100 MHz

  South America
  3G - 850/1900 MHz
  
  

  4. In Australia we use the Optus 4G Nobile Network

  You can check coverage at here

• Getting Started

  1. How do I activate my service?

  Go to www.globalgig.com.au and click on 'Activate' a the top of the page.

  You will be prompted to enter the PICCID, which can be found on the back of the packaging.

   

  Simply follow the prompts to select your plan, enter your details and finalise your activation. You will need a valid Credit or Debit Payment Card.

   

  Activation can take up to 2-3 hours for the Globalgig SIM. You will receive email notifications as your account is being activated. If you have any questions about activating your service, call the Customer Service team on 1300 102 102 and we'll help you get started.

   

  2. Getting started with my Globalgig SIM and tablet

  Firstly, insert your Globalgig SIM into your tablet.

  Ensure mobile broadband and data roaming are enabled, then change your APN settings to mbb.voiamo.net - this enables your device to connect to the Internet in Australia and all of our Globalgig connected countries.

  Some devices may need to be restarted for the settings to take effect.
  
  3. How do I set up my Globalgig service?

  Globalgig SIMs can be used in any unlocked device such as mobile WiFi devices, USB dongles, smartphones and tablets including the iPad mini.

  When you order your SIM we will included instructions on how to activate your service. You will require your SIM number and a valid credit or debit card to do this.

  Please ensure you have an unlocked device

  An Globalgig SIM will only work in an unlocked device, if you find that your device is locked, please contact your previous network provider to get it unlocked.

• APN

  How to set up your APN

  To utilise the Globalgig Mobile Broadband service, you will need to change your Access Point Name Settings (APN)

  This is easy to do how you do this will depend on your device.

  APPLE IOS USERS:

  • Please type into the Safari browser, (on the device in which your Globalgig SIM is inserted): http://activate.globalgig.com/ios
  • Select the correct file and tap download & install
  • Your settings will be automatically updated

  IPHONE IOS 9:

  • Settings > Mobile > Mobile Data Network > enter APN as mbb.voiamo.net
  • Select the correct file and tap download & installLeave username and password blank
  • When using Personal Hotspot you will need to update the APN for both Mobile Data and Personal Hotspot to mbb.voiamo.net

  ANDROID USERS:

  • Go to settings in your device, then more settings
  • Tap on Mobile Networks/Cellular Data
  • Tap More > Access Point Names > Options > New APN > enter APN mbb.voiamo.net
  • Leave all other settings blank

  WINDOWS 8 USERS YOU MAY FIND YOU HAVE AUTOMATIC ACCESS, HOWEVER IF YOU'RE UNABLE TO ACCESS THE INTERNET FOLLOW THE BELOW INSTRUCTIONS.

  • From the Home screen, swipe to the left from lower right corner to bring up the Start Menu.
  • Settings > Available > Press and release on the mobile data connection until the pop-up menu appears > select View connection properties
  • Select the profile tab and ensure the following settings:
  • Enter APN > mbb.voiamo.net - Leave Username and Password fields blank
  • Select > Connect automatically when this network is in range
  • Select > Allow data roaming on this network
  • Ensure mobile data and data roaming are enabled.

• Usage & Spend Alerts

  We provide a FREE alert service to all our Globalgig customers to help you monitor and control your usage.

  This is an advisory service and you shouldn't just rely on the email reminders to monitor usage.
  
  

  Usage Alerts

  As part of your Globalgig plan you'll receive an amount of inclusive data. We'll automatically send you an email alert to your registered email address when you've exceeded 50%, 85% and 100% of your current data allocation.

   

  Spend Alerts - All Plans

  In the event that you exceed your data allocation, or choose to use your service outside of the Australia, you will start to incur Excess Data charges depending on where you are and how much data you have consumed.

  In the event that you start incurring Excess Usage charges we will alert you for every $50 you spend. For your convenience, Excess Usage is limited to $100 per month. Once you reach your excess spend limit your service will be barred until your next Bill Date. You can increase this limit, depending on your personal preference, by contacting Customer Service.

  Please note:

  Usage Alerts and Spend Controls are a best efforts service. Occasionally notifications may be late due to delays in receiving data records from our partners. As a result, your monthly invoice may include Excess Usage charges in excess of the $100 limit.

  If you regularly use up your monthly data allocation it might be worth:

  • Changing your plan as this could save you money each month
  • Use your home or work network for downloading large files such as movies and games

   

  You'll receive your new data bundle at the start of your bill period. This date will be displayed on your email alert and can also be seen on the first page of your Globalgig Invoice.

   

• Hints & Tips

  1. Can I make and receive phone calls and send texts using the Globalgig service?

  Globalgig SIM cards are for data use only. You will not be able to make or receive any phone calls or text messages. By using applications on the internet like Skype or Viber you can make calls or send texts online to other Skype or Viber users. Call quality will depend on network signal strength.
  
  

  2. How can I manage my devices to avoid bill shock from my current Carrier?

  If you're using a Wi-Fi hotspot, we recommend you disable data roaming on your paired devices to stop incurring international mobile broadband charges from your current carrier.

  CAUTION: incomplete downloads on iTunes can catch data users unaware, as they will automatically begin to re-download once connectivity is re-established.

  Tips to manage data usage:

  • Use free secure Wi-Fi where available
  • Change your emails from "Push" to "Fetch"
  • Turn off your location services
  • Cancel calendar and appointment updates and all automatic software updates
  • Use Flight Mode Counter
    
    

  3. Can I use the Globalgig service with my devices in 'Flight Mode'?

  Yes, just make sure your WiFi is enabled. When your devices are connected to the Globalgig WiFi Hotspot or you have the Globalgig SIM inserted in your tablet, you can still access emails, the internet and even make and receive calls or send an SMS via third-party applications like Viber and Skype.
  
  

  4. Tethering

  You can use your Globalgig SIM in your tablet to share your data in Australia and selected countries throughout our network. Simply turn on the 'hotspot' option in your tablet settings and start sharing your data.

  On Apple devices some networks restrict tethering when roaming- however you can share your data via Bluetooth.
  
  

• My Device

  1. Getting started with my Globalgig SIM with my SIM enabled tablet

  • Insert your Globalgig SIM into your tablet.
  • Ensure mobile data and data roaming are enabled.
  • Change your APN settings to mbb.voiamo.net - this enables your device to connect to the internet in Australia and all of our Globalgig connected countries.
  • Check out the Globalgig Quick Guide for more information or call us on 1300 102 102.

   

  2. Can I connect my SIM enabled Tablet or Smartphone using a Globalgig SIM?

  The Globalgig SIM will only work in devices that are not locked to a network provider. The Globalgig SIM is specifically designed for use in SIM enabled tablets and is compatible with iPad, iPad mini, iPad Air iOS and Android tablets including Windows 8, Samsung Galaxy Note and TAB.

   

  The Globalgig SIM can be used in unlocked smartphones however; you must be able to access the Access Point Name (APN) settings. This is possible on most Android devices and iPhones with software of at least iOS 9.02.

   

  Should your smartphone be unlocked from a network and you have access to the APN, you will be able to use the Globalgig SIM for mobile data only.

   

  Once you've activated our service, please remember to change the APN to: mbb.voiamo.net
  
  

  3. Can I connect my Smartphone and Tablet to the Globalgig WiFi Hotspot?

  Yes, your Globalgig WiFi Hotspot can wirelessly connect up to 5 WiFi enabled devices simultaneously including your smartphone, laptop, tablet, PC, Mac or gaming console to the internet while you're on the move.
  
  

  4. Will the SIM card work in another WiFi Hotspot?

  Yes, there are three steps to ensure a third party device will work with the Globalgig service:

  -You need to ensure your WiFi Hotspot is not 'locked' to your current network provider and is compatible with the Optus 900 & 2100Mhz network.

  • Data roaming must be enabled on your device.
  • The Access Point Name (APN) is correctly set to mbb.voiamo.net

  Consult your Hotspot’s user manual for support to update your settings. Globalgig cannot provide instructions for any devices that are not purchased directly from us.
  
  

  5. When I visit an International Globalgig connected country what do I do?

  If you are using the Globalgig SIM with your tablet, turn on your device and ensure that the Access Point Name (APN) is set to mbb.voiamo.net and ensure your data roaming is enabled.
  
  

  6. How do I change my APN settings?

  iPad users:
  Go to Settings > Cellular Data > APN Settings > and type in mbb.voiamo.net Once you've done this, restart your device.

  Android users:
  Go to Settings > More Settings > Mobile Networks > Access Point Names. If no APN is available select the menu icon in the top right hand corner and select +New APN and type mbb.voiamo.net

  Windows 8 Users:
  You may find you have automatic access, however if you're unable to access the internet follow the below instructions.

  From the Home screen, swipe to the left from lower right corner to bring up the Start Menu.

  Settings > Available > Press and release on the mobile data connection until the pop-up menu appears > select View connection properties

  Select the profile tab and ensure the following settings:

  Enter APN > Leave other User name and Password fields blank

  Select > Connect automatically when this network is in range

  Select > Allow data roaming on this network

  Ensure mobile data and data roaming are enabled.

• Help & Support

  1. What is a Critical Information Summary?

  As part of the Telecommunications Consumer Protection Code (TCP), all telecommunication suppliers must provide a Critical Information Summary (CIS) for each of their current offers. This allows you to compare offers across all suppliers to suit your needs.

   

  You will find our Critical Information Summaries under Terms and Conditions.

   

  2. How do I get my bill?

  We'll send your monthly bill to the email address you provided when you signed up. Email billing is free, convenient and better for the environment, please ensure that if you change your email address you contact Customer Service so that you will continue to receive invoices and usage alerts.
  
  

  3. What can I expect on my first bill?

  Your first bill from Globalgig will show your first month’s access fee, it will also include a pro-rata amount for the number of days you were connected prior to your set monthly bill day, and any excess usage in the pro-rata period.

  This means, if you connect your service today and your first bill is due to be issued 3 days from now, you'll see a part-charge for your monthly plan charge for the first 3 days as well as an invoice for your monthly plan fee in advance
  
  

  4. What to expect on your bill if you change your plan

  You can upgrade your plan mid-month if you need extra data or if you need to move to a different set of plans to take into account different country inclusions, however we recommend that you change plans at your next monthly bill date to avoid any pro-rating of your data plan's monthly access fee, and any included data allowance.

  If you do choose to change your plan during your billing period then we will pro-rata your monthly access fee, and any included data allowance for the time you were connected to the plan.

  IMPORTANTLY, this means you will only be entitled to a proportion of any included mobile broadband allowance for the part-month you're connected, and if you exceed this pro-rata included allowance you will be charged for excess per MB usage.

  Plan changes can take up to 48 hours to process, so ensure you contact us at least 2 days prior to your requested plan change date.

  If you wish to downgrade your plan, you can request this at any time, but this only take effect at your next bill cycle.
  
  

  5. Pro rata billing

  Pro rata billing means that your plan is billed in proportion to the number of days it's been connected. It's used whenever your plan or included mobile broadband allowance hasn't been connected for the full month of your billing cycle.

  Pro rata charges are calculated by dividing the cost of your plan by the number of days in the full billing cycle and then multiplying this by the number of days connected to the plan.
  
  

  6. Paying your bill

  Unless we hear from you we will charge your nominated credit/debit card automatically on the due date shown on your bill.

   

  Please see the Price Table for more information. If you are experiencing genuine financial hardship, which means that you are unable to pay, our Financial Hardship Policy may apply. This outlines what to do if you ever find yourself in a position where you're unsure whether you'll be able to pay your bill.

   

  A community financial counselor or consumer advocate may be able to help you with any financial situation that affects your ability to pay.

   

  7. Your invoice explained

  Your invoice explained click here to view our invoice explainer or contact our Customer Service team.

   

  8. How can we support you?

  If you have any questions email us at customercare@globalgig.com, or call us on 1300 281 582 (standard call charges apply).

• Contact Us

  Here's how to get in touch with us

  By phone:

  1300 102 102 (Aus)

  +44 33 3301 0305 (Intl)

   

  By email:

  customercare@globalgig.com.au

   

  By mail:

  Globalgig Australia Pty Ltd, 379 Kent Street, Sydney NSW 2000