FAQ

FAQ

Frequently asked questions

Got some questions? Here is a list of the most common questions that you ask us. If you can't find your question on the list, please feel free to contact us and we'll help you out.

About Jeenee Mobile

Who is Jeenee Mobile?
Jeenee Mobile is an Australian owned social enterprise telco. We believe mobile technology should be for all Australians, so we take the profits from our everyday SIM only plans, and put them into our Make A Difference Program. We also invest in developing accessible mobile technology (including our 24/7 HELP Packages). Jeenee Mobile is a trading name of Jeenee Communications Pty Ltd (ABN 92 608 385 520).
I’ve read somewhere that Jeenee Mobile is an MVNO, what does that mean?
Jeenee Mobile is a Mobile Virtual Network Operator or MVNO. An MVNO is a network operator that does not own the underlying network. Jeenee Mobile has arrangements with major Host Network Operators (HNO) – in this case Optus. Optus grants us access to their network to carry voice and data traffic over. Not having to manage the physical network, means Jeenee Mobile can concentrate its efforts on providing affordable plans and bringing amazing service to its customers.
Why change from a not for profit?
To continue with the ambitious plans of assisting everyone, irrespective of individual need, capability or capacity to live the lives of their choosing with the assistance of mobile technology, Jeenee Mobile needed to raise more money. The corporate structure of a not-for-profit prevented the ability of raising this money through investors. Therefore the decision was taken to form Jeenee Communications as a proprietary limited company with equity shareholders contributing the money needed to continue our journey. Our objectives remain the same, and our constitution requires that a minimum percentage of our surpluses are returned to our core purpose.
What is a social enterprise?

A social enterprise is an organisation that applies commercial strategies to maximise improvements in human and environmental well-being – this often includes maximising social impact rather than profits for external shareholders.

Jeenee Mobile is committed to our core purpose of helping everyone to live the lives of their choosing with the assistance of mobile technology. We do this through donating services via our Make a Difference Program and by partnering with service providers and other organisations to develop and deliver new and affordable products that are specifically targeted to meeting the needs of their clients.

Coverage / Reception

What coverage do I get with Jeenee Mobile?
Jeenee Mobile uses the Optus network, which covers 97% of the Australian population. You can also see a detailed coverage map here.
Does your service offer 3G and 4G coverage?
As we use the Optus 4G network, you will have access to both the 3G & 4G network if your handset is compatible.
How do I check if I have Optus coverage?
Jump on over to our coverage map and put in your address to see what reception is like in your area. Don’t forget to look at the coverage in other areas you visit often, such as your workplace.
Does Jeenee Mobile offer international calls/roaming?
Yes! You can make international calls on Jeenee Mobile plans. Some plans come with monthly International Call Allowances included. You can see whether your plan comes with international calls by looking at the CIS for your plan. Jeenee Mobile does not offer international roaming on any of our plans.

My Account & Billing

How do I receive my bills?
We send all bills via the valid email address you provided us in the sign up process.
Can I opt to receive paper invoices?
Jeenee Mobile does not offer paper invoices. A valid email address is required upon sign up for you to receive your monthly bills.
When does my billing cycle start?

The Billing Date for all $30 Pennywise, $35 Pennywise & $50 Pennywise Plans (Month-to-Month, 6 and 12-Month Plans), $45 & $74 Mammoth Plans and $54 and $74 Data SIMs will be set as the 1st day of the month and will run until the end of the calendar month. Usage for the first and last month will be pro rated to the first day of the month.

For all other plans your billing will commence when your service is added to your account. It is important that you activate your service when you receive your package. You can do this online by logging into MyJeeneeMobile.

How do I pay my bills?

All Jeenee Mobile plans must be paid by Direct Debit (from a valid credit card or bank account). Payments made by this method incur no payment processing charges.

In addition, manual payments can be made online by

  • Credit/Debit Card (Visa/Mastercard), or
  • BPAY

Note: Manual payments will incur processing charges. Payments made via BPay will incur a $1.00 processing fee. Manual payments made by Credit/Debit Card (Visa or Mastercard) will incur a 2% payment processing fee.

You can set up or change your credit card on your account online by logging into MyJeeneeMobile.

How long do I have to pay my bill?
Your Jeenee Mobile invoice is generated and emailed to you, approximately five days after your billing date. You than have 14 days (or 10 business days) to pay your invoice via BPAY (which can take up to three business days to process) or over the phone by calling Jeenee Mobile on 1300 054 631 (8am – 6pm AEDT Monday to Friday). Otherwise, if you have set up direct debit on your account, it will automatically be deducted after this time.
How can I update/change my direct debit details?
To update your credit card on your account simply login into MyJeeneeMobile.
Can I upgrade/downgrade my current plan? And if so, are there any fees?

For our Month-to-month Plans upgrading/downgrading your plan will take effect at the start of your next billing cycle. Please call Jeenee HELP Centre or log in to MyJeeneeMobile to have an upgrade/downgrade scheduled. On our Month-to-month plans there are no fees if you up/downgrade at the start of your billing cycle.

We also offer plans with higher monthly data inclusions on 6 and 12-month contracts. These plans are fixed term agreements which will incur Early termination Fees if you leave Jeenee before the end of the contracted term or if you downgrade your plan by moving to a plan with a lower minimum monthly charge. See the Critical Information Summary (CIS) applicable for each plan for further details.

Can I give someone else access to my account?
Jeenee Mobile offers a third party access to accounts as long as the account holder agrees to this. Third parties cannot make any financial changes on the account (i.e. activations, plan up/downgrades, additional services, cancellations etc).
What happens if I want to cancel my service?
To cancel your service, please call the Jeenee Mobile HELP Centre to finalise your account. We will advise you if a cancellation fee is applicable. If you are porting your mobile number, your new provider will contact us to initiate the process, Do not call us and cancel the service as this will cause an error with your new provider. Once your number is ported, we will send you your final invoice.

Signing Up

Where do I get a Jeenee Mobile SIM Pack? Is Jeenee Mobile offered in retail outlets?
Jeenee Mobile’s SIM Packs, Data SIMs and 24/7 HELP Packages are available exclusively online or over the phone. Our products can be purchased here, or you can contact our Jeenee Mobile HELP Centre on 1300 054 631 (8am – 6pm AEDT Monday to Friday) to make a purchase. You can also schedule an in office appointment at our head office in Parramatta, NSW with one of our friendly Jeenee Mobile consultants.
How do I sign up to Jeenee Mobile?
Select the products you want and proceed through our online checkout process. From there your application will be processed and sent out to you. Alternatively, you can call our Jeenee Mobile HELP Centre on 1300 054 631 (8am – 6pm AEDT Monday to Friday) to complete the sales application over the phone. Note: As Jeenee Mobile services are post-paid (you are charged after your usage), we require 100 points of ID (eg a drivers license and a Medicare card) for our automated credit check. A valid email address is also necessary for you to receive monthly electronic invoices.
Is there a set-up fee?
Yes there is. Upon initial sign up, you will be charged a $10 set up fee. This cost covers the SIM card, as well as postage and delivery charges. Additional Jeenee Mobile services will also incur a $10 set-up fee each. All set-up fees are a one off payment.
Why is the total minimum cost higher than the monthly charge?
The total minimum cost is calculated by combining the monthly access fee plus the one-off $10 set up fee, which includes delivery.
My billing period/contract ends soon with my current provider, when is it best to order a service with Jeenee Mobile?
A minimum period of 1 week is advisable to complete the initial sign up, provisioning, postage and delivery and porting. For example, if your current billing day is the 16th of any given month, we recommend you complete sign up with Jeenee Mobile on or before the 9th of that month. Note: This estimate does not include weekends or public holidays as these can hinder postage and delivery. WA customers are also advised to order earlier than the minimum period advised to account for longer delivery times. Express post is available for an additional cost of $5.
What size SIM card do I need?

When you place an order we’ll send you a triple punch SIM, so you can punch out whichever size your phone needs. Be careful to check which size is right for your phone before punching out your SIM.

How long will delivery take?
We send everything via Australian Registered Post which can take between 5-7 business days to be delivered. If you need your Jeenee Mobile SIM Card sooner you can pay extra for Express Postage.
Does this service work with a Blackberry handset?
Unfortunately, our services are not compatible with Blackberry handsets.
Does my phone need to be unlocked to use your service?
Yes it does. If you need your phone unlocked please contact the provider you received your phone from. Note: It is possible that handsets locked to the Optus Network may work with Jeenee Mobile, although this cannot be guaranteed.

Tracking My Usage

What happens when I reach 100% of my plan allowance?

All of our latest plans (launched in August 2017) include automatic Top Ups in which extra data will be added automatically once you reach your allowance. This means you can keep using your service even if you go over your allowance, without having to call us and manually add extra packs to your service. The size and cost of the top up, as well as the maximum number of top ups that can be added per month depends on your plan. You can log in to MyJeeneeMobile to view plan-specific details about top ups for each service you have with us.

If you choose, you can turn off top ups at any time, either online or by calling us. If you choose to turn top ups off, your usage will be restricted once you reach 100% of your initial allowance for voice, data or SMS. Please keep in mind that this restriction is subject to a network delay of up to 24 hours, and is not guaranteed to bar exactly on your limit. Any excess you’ve used over your limit will be charged at the applicable rate, as found in your plan’s CIS.

If you’ve signed up for a plan after August 2017, your plan will already have top ups enabled by default. Plans released before this can’t have top ups applied to them. For details of excess data charges on older plans – please see the relevant CIS. If you are on an older plan and want to use top ups, you’ll need to change to one of our more recent plans.

Do my allowances roll over?
At this point in time, your monthly allowances will not roll over to the next month.
Why is there an up to 24 hour delay in barring?
This delay is due to the network sending us your raw usage feed and our systems consolidating that information and activating the barring for the appropriate service (calls, text, data) applicable to your account.
How can I track/manage my usage for the month?

Jeenee Mobile offers 3 different ways of managing and tracking your usage.

  • You will get warning SMS notifications as you reach 50%, 70%, 85% and 100% of your usage (whichever comes first).
  • You can also check you usage by logging into MyJeeneeMobile,
  • Download our free Jeenee Usage Monitor app available for iOS and Android software.

Please be advised that the SMS notifications along with the usage reflected on your MyJeeneeMobile and/or Jeenee Usage Monitor app could also be up to 24 hours old.

How many characters are a standard SMS?
A standard SMS is up to 160 characters.

Transferring My Number

Can I keep/transfer my existing mobile number? If so, are there fees involved?
Yes! You can port/transfer your existing phone number from a different carrier to Jeenee Mobile at no cost. When activating your SIM card we will confirm with your current provider if your service is prepaid (credit purchased) or postpaid (monthly invoice). To complete the process will need the following information:
  • If your current service is prepaid, we will need the date of birth associated with the mobile number. Please keep in mind that this is the DOB that the mobile number was first activated with, not necessarily the DOB of the current user
  • If your current service is postpaid, we will need the Account Number with your current provider. This number is generally located on the first page of your bill
Do I have to cancel my service with my current provider to transfer across to Jeenee Mobile?
No you don’t. Jeenee Mobile requires an active number to be able to transfer across to our service. Once you call to activate your number, our porting team will contact your current provider to transfer your number and cancel your service for you.
How long does transferring my mobile number across to Jeenee Mobile take? And can my port be processed over the weekend and/or public holidays?

Porting from your current provider to Jeenee Mobile can take up to 48 hours without any errors.

  • Please use your current SIM card while your service is porting
  • When your current SIM card stops working, you then put the Jeenee Mobile SIM card in your handset
  • Make sure to turn your phone off and on (with the Jeenee Mobile SIM card inserted) to refresh the network.

Your port across from another Optus provider may not be fully complete when your Jeenee Mobile SIM card becomes active.

  • There may be a slight delay of up to 4 hours regarding your SMS, data and voicemail
  • However, standard calls are usually available straight away

Port requests after 12pm AEDT on a Friday will be initiated on the following business day.

Using My Jeenee Mobile Service

How can I access my voicemail from another phone?

You can access your Jeenee Mobile voicemail from any phone in Australia by following these steps:

  1. Dial 0411 000 321
  2. If prompted: Enter your mailbox number, this is your mobile phone number (eg. 04XX XXX XXX)
  3. Enter your PIN
  4. Follow the prompts to retrieve your voicemail
Can I request a replacement SIM card? And if so, are there any fees?
Yes you can. A replacement SIM card can be ordered by calling our Jeenee HELP Centre, and you will be charged $10 to cover the cost the SIM and postage. Note: If your handset has been lost/stolen, a mandatory bar for outgoing service will be placed on your account until you receive your replacement SIM card and it is activated.
What happens if my phone is lost or stolen?
If your handset has been lost or stolen, call the Jeenee Mobile HELP Centre on 1300 054 631 (8am – 6pm AEDT Monday to Friday). We’ll place a bar for outgoing services on your account until you receive your replacement SIM card and it is activated. Note: A replacement SIM card costs $10 which includes postage.
Can I use my Jeenee Mobile service to tether my mobile phone to my laptop/tablet?
Yes you can. Jeenee Mobile does offer tethering on all plans though we advise to carefully monitor your data usage to avoid bill shock. Note: This is subject to your handset capabilities.
Can I suspend my service if I am travelling for an extended period of time overseas?
Jeenee Mobile does not have the facilities to suspend a service. If you are travelling overseas, we can downgrade you to the lowest plan available so you will pay the minimum amount possible while you are away.
Can I extend my call ring time?
Yes. Enter the following sequence and replace “XX” with the ring time you wish to set before the call is diverted. The ring time can be set in increments of 5 seconds to a maximum of 30 seconds. eg. 05, 10, 15, 20, 25, 30. Sequence: **61*321**XX# then press “Send” or “Call”
How do I turn on and set up my voicemail?
Simply dial “321” from your mobile. Then follow the tutorial prompts to set your personalised message and activate Voicemail. To access your voicemails simply dial “321“.
Can I remove voicemail/Voice to Text?
You can remove voicemail yourself through your mobile by taking away the numbers in your ‘call forwarding’ settings. By doing this manually, you can enable and disable voicemail whenever you like. To add voicemail, enter the following voicemail number to your diversions: +61411000321. Alternatively, you can call our Jeenee Mobile HELP Centre to have voicemail removed. To remove Voice to Text, you will need to SMS “OFF” to 159. This is an external service offered by Optus and is not controlled by Jeenee Mobile. By turning off Voice to Text, this could disable the overall voicemail on your service. You may be required to set up your personal voicemail greeting once Voice to Text is removed. To activate Voice to Text, simply SMS “ON” to 7746.
How can I set up my APN/internet?

An APN or Access Point Name is an authentication setting that allows your mobile phone to connect to various services available with your plan on the network.

NameOptusInternet
APN (SIM Packs)internet (If data is not working, use: yesinternet)
4G APN (SIM Packs)yesinternet (requires compatible plan/device)
APN (Data-only SIMs)connect
APN TypeInternet or blank
UsernameNot set or blank
PasswordNot set or blank
ServerNot set or blank
MMS Protocol (For Android 2.1 or higher)WAP 2.0
MMSCNot set or blank
MMS ProxyNot set or blank
MMS PortNot set or blank
MCC505
MNC02
Authentication TypePAP (or CHAP on some devices incl. Mac OS-X)

You must switch your device off and on again for these new settings to take effect.

How can I set up my MMS APN?

An APN or Access Point Name is an authentication setting that allows your mobile phone to connect to various services available with your plan on the network.

  • Name: Optus MMS
  • Home Page / MMSC: http://mmsc.optus.com.au:8002/
  • APN: MMS
  • Primary / MMS Proxy: 61.88.190.10
  • Port: 8070
  • MCC: 505
  • MNC: 02
  • Authentication Type: PAP
  • APN Type: MMS
  • MMS Protocol (For Android 2.1 or higher): WAP 2.0

You must switch your device off and on again for these new settings to take effect.

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