FAQ

If your contract is nearing its end it might be time to renew and upgrade your handset! We would like your first choice to be to upgrade to Vodafone, where you’ll experience the new Vodafone network, as well as the benefits of our best plans and the widest range of devices to choose from.

Please call us or visit one of our stores and we’ll be happy to help you with your move to Vodafone.

If you are early in your contract with 3 and you want to change to Vodafone now, you certainly can! Just visit one of our stores or give us a call and we’ll unlock your handset for FREE (selected LG and NEC mobiles cannot be unlocked) change your settings so they work on Vodafone and transfer you to a similar Vodafone plan. Your contract term will remain the same - so if you had 13 months of your contract remaining on 3, you will have 13 months remaining on Vodafone. We’ll help you to choose the best Vodafone plan for you and if you have any outstanding handset instalments on 3 you will continue to pay these on Vodafone.

We’ve been working hard bringing the best of 3 over to Vodafone, plus we’re investing $1 billion now, bringing you better indoor coverage, faster downloads and a stronger signal than before from Vodafone. We are confident that if you give us a try again you’ll find things are much better than when you considered us a year or more ago. Before you do anything we will check your coverage on Vodafone.

When you move to Vodafone you will need to choose a Vodafone plan. The good news is we recently launched some exclusive Vodafone plans for 3 customers who are on some of our oldest 3 plans. Customers on these old plans have remained loyal with us for many years, some having come across from Orange, and to make the move across easier we’ve tried to replicate these plans as closely as possible. Please ask us about your plan options.

Yes, you’ll still get an inclusion of free calls to 3 and Vodafone on any Vodafone voice plan you choose.

If you choose to upgrade to Vodafone, you’ll have the following choices:

1. Change to Vodafone & bring your current 3 mobile with you. In most cases your contract expiry date will remain the same & we can help you get your 3 mobile ready to use on Vodafone.
2. Upgrade to Vodafone and upgrade to a new plan and a new Vodafone mobile
3. Already have an account on Vodafone? You can change all your remaining 3 services to your Vodafone account while retaining your current 3 mobile (your contract expiry date will remain the same)

If you are on 3 Prepaid and wish to change your prepaid service to Vodafone & bring your current 3 mobile with you no problem. Simply visit your nearest Vodafone or 3 store and our sales people can help you find the best Vodafone recharge option and help you set up your phone on Vodafone.

If you're still in your 3 contract you can move to a Vodafone Plan with the same minimum spend (or above) as you're currently on. E.g. if you're on a $29 Cap on 3 you can move to a $29 Vodafone Plan and above. But if you're on a $49 Cap on 3 you cannot go to a $29 Vodafone Plan without paying early exit fees for your 3 plan.

If you're out of your 3 contract you can choose from our full range of Vodafone Plans.

Absolutely, you can move to Vodafone at any time. We’ll just need to unlock your handset (please note selected LG and NEC mobiles cannot be unlocked), change your settings so they can work on Vodafone and transfer you to a Vodafone plan. Your contract term and handset instalments (if applicable) will remain the same.

In your first month you will receive 2 bills, your final 3 bill and your first Vodafone bill. You will notice a change to network, billing, and voicemail services. You’ll also now have access to Vodafone Central and My Vodafone instead of Planet 3 and My 3.

No, you can keep recharging as per usual in exactly the same way as you have always done.

You can find many of the services you enjoyed on Planet 3, on Vodafone Central, and just like Planet 3 it's free to explore. Vodafone Central provides a similar experience where you can still access favourites such as news, sport, games, music, apps and more - including Cricket TV.

Of course, you can also access the internet on your mobile without going via Vodafone Central.

Similar to 3, we also have a great range of Value Packs and Passes. Vodafone Value Packs will add flexibility and help you control the cost of your mobile phone experience - by adding data to your plan, giving you unlimited access to mobile TV, or helping you connect to friends and family overseas. And the great news is that if you enjoyed a pack on 3, chances are the same pack exists on Vodafone.

• 3G Spot app
• Swellnet
• Email & IM Pack - however Vodafone has a similar pack (Mobile Internet Starter) for the same price, and it includes 150MB data.[1]

During the migration process, a staff member will ask you if you would like to retain your Pack or Pass on Vodafone, or subscribe to an equivalent one. Please request to retain your Pack so you can continue to enjoy the same or similar great benefits from your previous subscription. If you do not elect to retain your Pack or Pass at the time of migration, your subscription will be automatically cancelled when you move to Vodafone � without cancellation fee. Remember that if you decide afterwards that you need additional data, more minutes to call international, get Skype to Skype calls, watch Mobile TV or get data to roam overseas, you can still sign up to a Pack via My Vodafone on your handset, visit a store or call Care. Visit vodafone.com.au/packs for more details.

Yes, Skype is available for compatible handsets. Sign up to the $3 Skype Pack, Mobile Internet Pack or Talk International Pack for unlimited Skype-to-Skype calls. For details, including compatible handsets, visit vodafone.com.au/skype

3 Like Home
If you a 3 customer and roaming on a 3 network in the UK, Hong Kong, Italy, Sweden, Austria, Denmark and Ireland, all incoming calls and SMS are Free; you can make calls and send SMS/MMS at similar rates to what you would be paying if you were in Australia and you do not get charged high data roaming fees. Data is charged at a rate of 50cents per MB.

International Roaming Packs and Vodafone Traveller:
Vodafone currently does not have an equivalent to 3 Like Home. Vodafone Traveller is the best alternative. If you opt in to Vodafone Traveller, you can receive a discount on international voice & SMS/MMS roaming rates. Customers pay to receive calls while overseas but at a discounted rate. In addition Vodafone offers a range of International Data Roaming Packs that offer data for use overseas – which is one benefit that is not currently available on 3. Customers should go to the Vodafone Traveller page on Vodafone.com.au to find out the latest roaming rates.

With both My 3 and My Vodafone (when accessed via your mobile) you can check your spend and usage; sign up to a Pack or Pass; activate international roaming, check their previous bills and more.

My 3 on mobile:
Everyone on 3 automatically has access to My 3 via Planet 3 when they join. There is no need to log in each time on their mobile.

My 3 online:
Customers previously could Upgrade or get Refer a friend rewards on My 3 online (this has since been disabled). They can also change their rate plan online.

My Vodafone on mobile:
Currently the majority of customers need to log in every time they access My Vodafone with their My Vodafone username and password HOWEVER in the near future, all customers will have automatic access to My Vodafone on their handset similar to My 3. Some postpaid customers depending on their plan can also sign up to receive balance alerts notifying them if they have gone over their plan allowance. In addition they can submit a request for a proof of purchase or do a SIM swap or change their account PIN.

My Vodafone online:
Customers can NOT upgrade or make a rate plan change via My Vodafone online. They must go into a store or call Care to upgrade. However they can pay their bills, recharge on pre pay, check their usage details or sign up to TXT alerts to get horoscopes, lovescopes, news, sport or weather TXT sent to their phone.

Currently if a Vodafone customer sends an MMS to a Vodafone New Zealand or Vodafone Fiji service, the receiver will be able to view the MMS on their handset.

However, if the customer sends to any other foreign network such as other (non Vodafone) mobile networks in NZ and Fiji or any mobile network in other countries (provided we have a roaming agreement with that network) then the receiver will get an SMS telling them to collect the picture message/MMS on the following website: http://pxt.vodafone.com.au/live/view_pxt?xplib=

Except for VF NZ and VF FJ, any MMS sent to an overseas mobile will be NOT be able to be viewed on the handset and the overseas person will need to go online to collect their MMS.

The good news is that we are upgrading the MMS platform and early in 2012 customers will be able to send MMS directly to overseas handsets (providing we have a roaming agreement with that network). Note that the overseas network limitation also applies on 3.

Yes, just go online to:

• vodafone.com.au/coverage
• three.com.au/coverage

You'll have access to handset and modem servicing through our Vodafone Service Centres as well as 3 and Vodafone Stores, and 24/7 Customer Care as well as online care and the ability to check your account details on your handset with My Vodafone.

The only thing changing is that all new connections for any new customers will now be made on Vodafone.

You will start to see the distinctive red Vodafone logo along with the 3 logo in places such as our website and on your monthly bill. It’s all part of moving to one brand Vodafone. As a customer on our 3 network Everything you are used to on 3, including your 3 plan value and access to services such as My 3 and Planet 3 are staying the same. So there’s nothing you need to do.

For existing 3 customers ready to upgrade we’d like your first choice to be Vodafone because with Vodafone you will get the best possible experience on the new Vodafone network, as well as the benefits of our best plans and the widest range of devices to choose from. Of course if you still don’t feel that Vodafone is for you, and you are ready for an upgrade, you can upgrade your service on 3.

We would like your first choice to be to upgrade to Vodafone, where you’ll experience the new Vodafone network, as well as the benefits of our best plans and the widest range of devices to choose from. If you still don’t feel that Vodafone’s for you, and you are ready for an upgrade, you can upgrade or add a second service on 3.

If you're on 3 you'll continue to receive your service on 3. Last year we announced that we'll be ending our arrangement with Telstra to share the 3 network that our 3 customers use sometime next year. Our plan is to merge our 3 and Vodafone networks into a single network, so customers on 3 will still have their service.

As we will be bringing our two networks together, customers on 3 will roam onto Vodafone’s 3G and 2G networks, once the agreement with Telstra finishes. We’re investing a $1bn in the Vodafone network to make sure it’s better, faster and stronger than before. What’s also good news is that if you data roam once we’ve made the changeover from Telstra, it will be free.

We have a great range of business products on Vodafone. While we're working on bringing Vodafone customers shared data across handset and Mobile Broadband it is not available right now.

Your account manager will remain the same and will continue to look after you regardless of whether your services are with 3 or Vodafone.

• If you’re an existing ABN/ACN Business 3 Postpaid customer when it’s time for you to upgrade you’ll upgrade on Vodafone. If you do not have coverage on Vodafone, you can upgrade on the 3 brand.
• If you’re an existing ABN/ACN Business 3 Postpaid customer wanting To add another service – your additional service will be on Vodafone*
• *NB: You will have 2 separate bills unless you move both/all your services to Vodafone.

If 80% of your account is in the loyalty period, we will ask you to migrate all of your services to Vodafone. Any upgrades or additional services will be provided on Vodafone. Every service becomes eligible for handset upgrade regardless of tenure if at least 80% of your account is eligible. Alternatively you have the option to migrate to Vodafone via a “Rate Plan Change” and you will keep your existing 3 hardware which we will ensure works on the Vodafone network prior to migration.

If you have less than 80% of your services in loyalty you can continue to add additional services on the 3 brand up to 20% of the total number of services you currently have with 3. Otherwise, you will need to add those services onto Vodafone. If you want to add more than 20% then you should move the entire account to Vodafone via a “Rate Plan Change” and then connect the additional services to Vodafone. If you connect additional services on Vodafone without moving your existing services then you will receive two bills.

If you have less than 80% of your services in loyalty you can only upgrade up to two services on the 3 brand. If you want to upgrade more than two services, then you will need to move the entire account to Vodafone and can upgrade only the services in loyalty. Any services not in loyalty will be moved across via Rate Plan Change. Alternatively you do have the option to do an early handset upgrade on Vodafone; however this will be subject to early termination charges (ETCs).

If 80% of your account is in the loyalty period, then we will ask you to upgrade or add additional services to your account on Vodafone. Every service becomes eligible for handset upgrade regardless of tenure if at least 80% of your account is eligible. Alternatively you have the option to migrate to Vodafone via a “Rate Plan Change” and you will keep your existing 3 hardware which we will ensure works on the Vodafone network prior to migration.

If you have less than 80% of services in loyalty you can add additional services on 3 provided you are adding a maximum of 20% of the total services. E.g. if you have an account with 30 services, we would allow you to add a maximum of 3 services on the 3 brand. If you want to add more than 3 services then you should move the entire account to Vodafone via a “Rate Plan Change” and then connect the additional services to Vodafone. If you connect additional services on Vodafone without moving your existing services then you will receive two bills.

If you have less than 80% of services in loyalty you can upgrade up to 20% of your total services on 3. If you want to upgrade more than 20% of your services, then you will need to move the entire account to Vodafone and can upgrade only the services in loyalty. Any services not in loyalty will be moved across via Rate Plan Change and you will keep your existing 3 hardware. Alternatively you do have the option to do an early handset upgrade; however this will be subject to early termination charges (ETCs).

If your contract is nearing its end it might be time to renew and upgrade your handset! We would like your first choice to be to upgrade to Vodafone, where you’ll experience the new Vodafone network, as well as the benefits of our best plans and the widest range of devices to choose from.

Please call us or visit one of our stores and we’ll be happy to help you with your move to Vodafone.

If you are early in your contract with 3 and you want to change to Vodafone now, you certainly can! Just visit one of our stores or give us a call and we’ll unlock your handset for FREE (selected LG and NEC mobiles cannot be unlocked) change your settings so they work on Vodafone and transfer you to a similar Vodafone plan. Your contract term will remain the same - so if you had 13 months of your contract remaining on 3, you will have 13 months remaining on Vodafone. We’ll help you to choose the best Vodafone plan for you and if you have any outstanding handset instalments on 3 you will continue to pay these on Vodafone.

We’ve been working hard bringing the best of 3 over to Vodafone, plus we’re investing $1 billion now, bringing you better indoor coverage, faster downloads and a stronger signal than before from Vodafone. We are confident that if you give us a try again you’ll find things are much better than when you considered us a year or more ago. Before you do anything we will check your coverage on Vodafone.

When you move to Vodafone you will need to choose a Vodafone plan. The good news is we recently launched some exclusive Vodafone plans for 3 customers who are on some of our oldest 3 plans. Customers on these old plans have remained loyal with us for many years, some having come across from Orange, and to make the move across easier we’ve tried to replicate these plans as closely as possible. Please ask us about your plan options.

Yes, you’ll still get an inclusion of free calls to 3 and Vodafone on any Vodafone voice plan you choose.

If you choose to upgrade to Vodafone, you’ll have the following choices:

1. Change to Vodafone & bring your current 3 mobile with you. In most cases your contract expiry date will remain the same & we can help you get your 3 mobile ready to use on Vodafone.
2. Upgrade to Vodafone and upgrade to a new plan and a new Vodafone mobile
3. Already have an account on Vodafone? You can change all your remaining 3 services to your Vodafone account while retaining your current 3 mobile (your contract expiry date will remain the same)

If you are on 3 prepay and wish to change your prepaid service to Vodafone & bring your current 3 mobile with you no problem. Simply visit your nearest Vodafone or 3 store and our sales people can help you find the best Vodafone recharge option and help you set up your phone on Vodafone.

If you're still in your contract you can move to a Vodafone plan with the same minimum spend (or above) as you're currently on. E.g. if you're on a $29 Cap on 3 you can move to a $29 Vodafone Plan and above. But if you're on a $49 Cap on 3 you cannot go to a $29 Vodafone Plan without paying early exit fees for your 3 plans.

If you're out of contract you can choose from our full range of Vodafone Plans.

Absolutely, you can move to Vodafone at any time. We’ll just need to unlock your handset (please note selected LG and NEC mobiles cannot be unlocked), change your settings so they can work on Vodafone and transfer you to a Vodafone plan. Your contract term and handset instalments (if applicable) will remain the same.

In your first month you will receive 2 bills, your final 3 bill and your first Vodafone bill. You will notice a change to network, billing, and voicemail services. You’ll also now have access to Vodafone Central and My Vodafone instead of Planet 3 and My 3.

No, you can keep recharging as per usual in exactly the same way as you have always done.

You can find many of the services you enjoyed on Planet 3, on Vodafone Central, and just like Planet 3 it’s free to explore. Access favourites such as news, sport, games, music, apps and more.

Vodafone Central provides a similar experience, and in some cases provides better services and entertainment (including access to Cricket TV) than we offered on Planet 3.

Of course, you can also access the internet on your mobile without going via Vodafone Central.

Similar to 3, we also have a great range of Value Packs and Passes. Vodafone Value Packs will add flexibility and help you control the cost of your mobile phone experience – by adding data to your plan, giving you unlimited access to mobile TV, or helping you connect to friends and family overseas. And the great news is that if you enjoyed a Pack on 3, chances are the same Pack exists on Vodafone.

• 3G Spot app
• Swellnet
• Email & IM Pack - however Vodafone has a similar pack (Mobile Internet Starter) for the same price, and it includes 150MB data.[1]

During the migration process, a staff member will ask you if you would like to retain your Pack or Pass on Vodafone, or subscribe to an equivalent one. Please request to retain your Pack so you can continue to enjoy the same or similar great benefits from your previous subscription. If you do not elect to retain your Pack or Pass at the time of migration, your subscription will be automatically cancelled when you move to Vodafone � without cancellation fee. Remember that if you decide afterwards that you need additional data, more minutes to call international, get Skype to Skype calls, watch Mobile TV or get data to roam overseas, you can still sign up to a Pack via My Vodafone on your handset, visit a store or call Care. Visit vodafone.com.au/packs for more details.

Yes, Skype is available for compatible handsets. Sign up to the $3 Skype Pack, Mobile Internet Pack or Talk International Pack for unlimited Skype-to-Skype calls. For details, including compatible handsets, visit vodafone.com.au/skype

3 Like Home
If you a 3 customer and roaming on a 3 network in the UK, Hong Kong, Italy, Sweden, Austria, Denmark and Ireland, all incoming calls and SMS are Free; you can make calls and send SMS/MMS at similar rates to what you would be paying if you were in Australia and you do not get charged high data roaming fees. Data is charged at a rate of 50cents per MB.

International Roaming Packs and Vodafone Traveller:
Vodafone currently does not have an equivalent to 3 Like Home. Vodafone Traveller is the best alternative. If you opt in to Vodafone Traveller, you can receive a discount on international voice & SMS/MMS roaming rates. Customers pay to receive calls while overseas but at a discounted rate. In addition Vodafone offers a range of International Data Roaming Packs that offer data for use overseas – which is one benefit that is not currently available on 3. Customers should go to the Vodafone Traveller page on vodafone.com.au to find out the latest roaming rates.

With both My 3 and My Vodafone (when accessed via your mobile) you can check your spend and usage; sign up to a Pack or Pass; activate international roaming, check their previous bills and more.

My 3 on mobile:
Everyone on 3 automatically has access to My 3 via Planet 3 when they join. There is no need to log in each time on their mobile.

My 3 online:
Customers previously could Upgrade or get Refer a friend rewards on My 3 online (this has since been disabled). They can also change their rate plan online.

My Vodafone on mobile:
Currently the majority of customers need to log in every time they access My Vodafone with their My Vodafone username and password HOWEVER in the near future, all customers will have automatic access to My Vodafone on their handset similar to My 3. Some postpaid customers depending on their plan can also sign up to receive balance alerts notifying them if they have gone over their plan allowance. In addition they can submit a request for a proof of purchase or do a SIM swap or change their account PIN.

My Vodafone online:
Customers can NOT upgrade or make a rate plan change via My Vodafone online. They must go into a store or call Care to upgrade. However they can pay their bills, recharge on pre pay, check their usage details or sign up to TXT alerts to get horoscopes, lovescopes, news, sport or weather TXT sent to their phone.

Currently if a Vodafone customer sends an MMS to a Vodafone New Zealand or Vodafone Fiji service, the receiver will be able to view the MMS on their handset.

However, if the customer sends to any other foreign network such as other (non Vodafone) mobile networks in NZ and Fiji or any mobile network in other countries (provided we have a roaming agreement with that network) then the receiver will get an SMS telling them to collect the picture message/MMS on the following website: http://pxt.vodafone.com.au/live/view_pxt?xplib=

Except for VF NZ and VF FJ, any MMS sent to an overseas mobile will be NOT be able to be viewed on the handset and the overseas person will need to go online to collect their MMS.

The good news is that we are upgrading the MMS platform and early in 2012 customers will be able to send MMS directly to overseas handsets (providing we have a roaming agreement with that network). Note that the overseas network limitation also applies on 3.

Yes, just go online to:

• vodafone.com.au/coverage
• three.com.au/coverage

Alternatively you can visit any Vodafone or 3 retail store.

You’ll have access to handset and modem servicing through our Vodafone Service Centres as well as 3 and Vodafone Stores, and 24/7 Customer Care as well as online care and the ability to check your account details on your handset with My Vodafone.

The only thing changing is that all new connections for any new customers will now be made on Vodafone.

You will start to see the distinctive red Vodafone logo along with the 3 logo in places such as our website and on your monthly bill. It’s all part of moving to one brand Vodafone. as a customer on our 3 network Everything you are used to on 3, including your 3 plan value and access to services such as My 3 and Planet 3 are staying the same. So there’s nothing you need to do.

For existing 3 customers ready to upgrade we’d like your first choice to be Vodafone because with Vodafone you will get the best possible experience on the new Vodafone network, as well as the benefits of our best plans and the widest range of devices to choose from. Of course if you still don’t feel that Vodafone is for you, and you are ready for an upgrade, you can upgrade your service on 3.

We would like your first choice to be to upgrade to Vodafone, where you’ll experience the new Vodafone network, as well as the benefits of our best plans and the widest range of devices to choose from. If you still don’t feel that Vodafone’s for you, and you are ready for an upgrade, you can upgrade or add a second service on 3.

If you’re on 3 you’ll continue to receive your service on 3. Last year we announced that we’ll be ending our arrangement with Telstra to share the 3 network that our 3 customers use sometime next year. Our plan is to merge our 3 and Vodafone networks into a single network, so customers on 3 will still have their service.

As we will be bringing our two networks together, customers on 3 will roam onto Vodafone’s 3G and 2G networks, once the agreement with Telstra finishes. We’re investing a $1bn in the Vodafone network to make sure it’s better, faster and stronger than before. What’s also good news is that if you data roam once we’ve made the changeover from Telstra, it will be free.