Frequently Asked
Questions

Occom Pty Ltd (ABN 58 608 289 425) uses part of Telstra’s 3G, 4G, and 5G mobile networks. The service provides 5G coverage reaching at least 75% of the Australian population. The Telstra Wholesale mobile coverage footprint reaches more than 98.8% of the Australian population and covers more than 1.6 million square kilometres of Australian landmass. Telstra’s 3G Network (850 MHz band) will close in mid-2024.

The network capability of Occom’s 5G mobile plans network has access to download speeds capped at 250 Mbps. 5G upload speeds will typically be 1 to 40 Mbps. On 4G (while on a 5G plan), typical download speeds are 5 to 180 Mbps, and upload speeds are 1 to 40 Mbps in 4G coverage areas. On 3G, typical download speeds are 1.1 to 20 Mbps, and typical upload speeds are 300 kbps to 3 Mbps.

The network capability of Occom’s 4G plans has access to download speeds of 10 Mbps up to a speed cap of 100 Mbps on 4G. Upload speeds will typically be 1 to 40 Mbps. On 3G, typical download speeds are 1.1 to 20 Mbps, and typical upload speeds are 300 kbps to 3 Mbps.

Speeds may vary due to factors such as location, device capabilities, distance from the base station, local conditions, concurrent users, hardware and software configuration, and download/upload destination.

Please follow the instructions below to activate your eSIM and start enjoying our reliable and high-quality mobile network service:

1. Go to Occom website at https://site.occom.com.au/activate/

2. Fill out the activation form with the required information.

3. Once you submit the form, your SIM card will be activated within 24 hours. (If you have your own number and want to transfer, you will receive a phone call from our support team to complete verification before activation is processed)

4. Once the service is activated, you will received an email “Welcome to your new eSIM service”

5. Scan the QR code in the email to activate your eSIM.

6. Follow the onscreen instructions on your mobile device.

For iPhone:

Tap Add Mobile Data Plan.

Once completed, you should be able to see in added on the device.

For Android:

Once QR code is scanned, the device will check the SIM information, click ‘Add’ and the device should start to download and install the eSIM profile.

Check service:

Once plan has been activated, make a call on your device to check its connectivity. If you can’t make a call, please feel free to contact our customer service team.

Please follow the instructions below to activate your SIM card and start enjoying our reliable and high-quality mobile network service:

1. Go to Occom website at https://site.occom.com.au/activate/

2. Fill out the activation form with the required information, including your SIM card number (a 13 digit number starting with 4000) and personal details.

3. Once you submit the form, your SIM card will be activated within 24 hours. (If you have your own number and want to transfer, you will receive a phone call from our support team to complete verification before activation is processed)

We offer eSIM service as long as your devices support this feature!

please make sure your device supports eSIM functionality. Most Apple iPhones sold in Australia from iPhone XS, XR, and later models (including iPhone 11 or above) support eSIM. You can check your phone’s settings or contact the retailer where you bought your device to confirm compatibility. Each account gets one free eSIM. If you switch to a new device later, a $5 reissue fee applies for activating a new eSIM.

You sure can. OCCOM customers stay because they want to, not because they have to. Before you transfer or cancel your OCCOM Number, please contact us on LiveChat or via email to give us a heads-up; this will help with correctly addressing your final bill.
• If you’re transferring your OCCOM number to a different Aussie telco, you can contact them to arrange the transfer after you give us a notice. Your new provider will touch base with us to organise the transfer and cancellation of your OCCOM service.

• If you’re not forfeiting your OCCOM number, you must contact OCCOM. You will lose your OCCOM mobile number, along with any unused OCCOM credit and/or data and any saved voicemails. If you want to use OCCOM again in the future, you’d simply need to buy a new SIM plan.

Yes. You can upgrade or downgrade your plan by contacting us at least 2 business days before the 27th of the month.

For plans with 25GB or more:

Enjoy unlimited international calls and SMS to 15 designated countries/regions (including Mainland China, Hong Kong, Malaysia, Singapore, Thailand, Vietnam, UK, France, Ireland, Greece, Germany, India, New Zealand, South Korea, and the USA). To call destinations outside these areas, contact our customer service to activate a PAYG plan.

For plans with 25GB or less:

To make international calls or send international SMS, contact customer service to activate a PAYG plan.

PAYG pricing details:

Refer to: https://occom.com.au/terms/mobile/mobile_PAYG_rates.pdf

Reply with Live Agent and we’ll respond quickly to help you with the best plan for your needs!

Absolutely! Port your number in 3 steps:

– Keep your current plan active

– Share your carrier account/PIN

– Contact our sales team

We’ll handle the rest and match you with the right plan.

To access and manage your OCCOM account via the customer portal, please follow the steps below:

1. Click the portal link:

2. Enter your account number and password.

    - Your account number can be found in the email titled “Your OCCOM Service is now Active”.

3. If this is your first time logging in or if you’ve forgotten your password, click “Forget Password”.

4. Choose to receive a One-Time PIN via email or SMS.

5. Enter the One-Time PIN you received.

6. Reset your password and click Submit.

7. Use your new password to log in to the customer portal.

Please note: You may be asked to verify your identity again after resetting your password.

Once logged in, you can view your usage, update details, and manage your services.

If you encounter any issues logging in, please feel free to contact our support team.

Data banking means you can roll over and save any unused data. Occom Mobile offers up to 500GB of data storage. For example, if you’re on the 10 GB plan and you only use 3 GB for the month, next month you’ll have 10 GB plus the 7 GB left over from the previous month, for a total of 17 GB. So long as you pay your bill on time, and do not downgrade your plan, your banked data will never expire.

Since OCCOM uses the Telstra mobile network, you can check coverage availability by visiting the Telstra coverage map(https://www.telstra.com.au/coverage-networks/our-coverage) or by contacting OCCOM directly.

Transferring your mobile number is easy; all you need are your account details with your current Aussie telco. You don’t have to cancel your plan with them; just kick off the transfer with us.

In most cases, only the monthly fee is applied. In only a few exceptional cases, there may be one-time fees such as New Development Charge, New Connection Fee, and Activation Fee, which depend on specific circumstances (including factors like upstream carrier policies, special promotions, network type at the address, and site-specific conditions). Some upstream carriers may also charge a nominal activation fee.

Get connected today! Visit Here to sign up, or reply with Live Agent — we’ll assist you promptly.

OCCOM sim-only mobile plans are all postpaid, featuring an on going auto-renew that renews on a month-to-month basis. Every month you’ll receive a bill and at the end of that billing cycle your plan inclusions will automatically refresh, making it simple for customers to pick a mobile phone plan that suits both their wallet and usage habits. The bill will have a fixed amount at the end of each month. If you exceed your data limit, calls or SMS allowance, the services will continue, however excess charges will added to your next monthly bill.

When you’ve used up all the data included in your plan, your data will typically reset at the start of the next billing cycle (on the 28th).

For Mobile SIM (SIM-only plans): We offer an Auto Top-Up feature. Each top-up of $10 adds 2GB of data, and this can occur up to 5 times per billing cycle. Once the 5 auto top-ups are used, the feature will stop automatically, and your data connection will be suspended until the next billing cycle (on the 28th). You will receive an SMS notification from MyAcct each time 2GB of data is added.

For Mobile Broadband (MBB): There is no Auto Top-Up feature. Once your data runs out, your connection will be suspended until the next billing cycle (on the 28th).

If you need more data after using all 5 auto top-ups on your SIM card, or if you’d like to top up additional data for your MBB service, please contact Live Agent directly for further assistance.

When you’ve used up all the data included in your plan, your data will typically reset at the start of the next billing cycle (on the 28th).

For Mobile SIM (SIM-only plans): We offer an Auto Top-Up feature. Each top-up of $10 adds 2GB of data, and this can occur up to 5 times per billing cycle. Once the 5 auto top-ups are used, the feature will stop automatically, and your data connection will be suspended until the next billing cycle (on the 28th). You will receive an SMS notification from MyAcct each time 2GB of data is added.

For Mobile Broadband (MBB): There is no Auto Top-Up feature. Once your data runs out, your connection will be suspended until the next billing cycle (on the 28th).

If you need more data after using all 5 auto top-ups on your SIM card, or if you’d like to top up additional data for your MBB service, please contact Live Agent directly for further assistance.

1. Unable to Access the Internet / Slow Data Speeds

Possible Causes & Solutions:

A. Weak or Unstable Network Signal

Explanation: Being in areas with poor coverage (e.g., basement, elevator, remote regions) may result in slow or no data connection.

Solution: Please check the signal strength on your phone. Try restarting your phone or resetting your network connection. Then move to an open area with better reception and observe if the data speed improves.

B. Data Allowance Exhausted

Explanation: If you have used up your data allowance, you will not be able to access the internet.

Solution: A system-generated SMS will be sent when data usage is nearing the limit or has been exhausted. Please check recent text messages for any usage alerts. It is also recommended to log in to the customer portal to check detailed data usage. If the data has run out, it may be necessary to wait for the next billing cycle or purchase additional data. For further assistance, please contact the support team.

🔹 2. No Signal / Poor Signal

A. Improper SIM Card Insertion

Explanation: A loose or incorrectly inserted SIM card may prevent detection by the phone.

Solution: Power off the device, carefully reinsert the SIM card, and ensure it’s securely in place.

B. Damaged SIM Card

Explanation: Physical damage such as scratches or bent chips may cause the SIM to malfunction.

Solution: Inspect the card for visible damage. If damaged, please contact customer support for a replacement.

C. Poor Network Coverage in the Area

Explanation: Some areas may naturally have weak signal strength.

Solution: Check the signal strength displayed on the phone. Try restarting the phone or resetting the network connection, then move to an open area and observe if the signal improves. If available, try using a newer phone model to see if the issue persists. If the problem continues, report the address to the support team for further investigation.

D. Airplane Mode or Mobile Data Disabled

Explanation: If airplane mode is turned on, all network connections will be disabled.

Solution: Ensure airplane mode is off and mobile data is turned on in your device settings.

🔹 3. Unable to Send or Receive SMS

Possible Causes & Solutions:

If this is your first time using the service, we recommend testing the SIM card in another mobile device first to rule out any device-related issues.

If the SMS function was previously working as expected, please proceed with the following troubleshooting steps:

A. Incorrect SMS Center Number (SMSC)

Explanation: An incorrect SMS center number may prevent messages from sending or receiving.

Solution: Check your messaging settings and ensure the correct SMSC is set. Contact support if you need the correct number.

B. Weak or No Signal

Explanation: SMS relies on signal availability; poor signal can cause failures.

Solution: Follow the steps under the “Signal Issues” section above.

C. SMS Function Blocked or Account Issue

Explanation: Unpaid bills or service suspension may block SMS functionality.

Solution: Log in to the customer portal to check your account status, or contact support for help.

🔹 4. Activation or Account-Related Issues

Possible Causes & Solutions:

A. SIM Card Not Yet Activated or Activation Delay

Explanation: A new SIM card must be activated before it can be used for calls, SMS, or data.This situation typically applies to new customers using our SIM card for the first time.

Solution: Visit https://occom.com.au/activate to complete the activation process.

B. Suspended Service Due to Billing Issues

Explanation: Unpaid invoices may cause service suspension, affecting SIM functionality. This situation typically applies to existing customers whose service was previously working normally.

Solution: Log in to your customer portal to verify payment status, or contact customer support for assistance.

Occom offers both physical SIM cards and eSIMs, and supports conversion between them.

Physical SIM: Each account is entitled to one free physical SIM card. If you need a replacement (due to loss or damage), a $10 replacement fee applies.

eSIM: If you prefer using an eSIM, please make sure your device supports eSIM functionality. Most Apple iPhones sold in Australia from iPhone XS, XR, and later models (including iPhone 11 or above) support eSIM. You can check your phone’s settings or contact the retailer where you bought your device to confirm compatibility. Each account gets one free eSIM. If you switch to a new device later, a $5 reissue fee applies for activating a new eSIM.

You can log in to the customer portal (https://customerportal.telcoinabox.com/index.php?r=site/login)or text “bal” to 179 for real-time balance info.

OCCOM sim-only mobile plans are all postpaid, featuring an ongoing auto-renew that renews on a month-to-month basis. Every month you’ll receive a bill, and at the end of that billing cycle, your plan inclusions will automatically refresh, making it simple for customers to pick a mobile phone plan that suits both their wallet and usage habits. The bill will have a fixed amount at the end of each month. If you exceed your data limit or SMS allowance, the services will continue; however, excess charges will be added to your next monthly bill.

Discover Occom’s SIM plans—flexible, affordable, and discounted with internet bundles!

Contact our sales team now to find your perfect match. We’ll get you set up in minutes!

1. A 10% discount is applied on mobile service when bundled with an active Occom internet service.
2. This discount is valid as long as your internet is active with Occom.
3. If your Occom internet service is cancelled, your mobile service will return to the original price.
4. Each active internet service can be bundled with a maximum of 3 mobile services.
5. The internet service and bundled mobile services should be registered under the same account.
6. This promotion cannot be combined with any other ongoing promotions.
7. Both new and existing Occom internet customers can enjoy this bundle promotion.
8. Occom reserves the right of all final interpretation.

Data banking means you can roll over and save any unused data. For example, if you’re on the 10 GB plan and you only use 3 GB for the month, next month you’ll have 10 GB plus the 7 GB left over from the previous month, for a total of 17 GB. So long as you pay your bill on time and do not downgrade your plan, your banked data up to 500 GB will never expire.

A 2GB top-up will be automatically added

Up to 5 auto top-ups per billing cycle

After the 5th, your data will be paused until you contact OCCOM

You’ll need to check with your current telco if you’ll be charged early cancellation fees for transferring to OCCOM. There’s not much you can do to avoid these fees, but the good news is that you’ll never get charged cancellation fees with OCCOM mobile.

– E3Unlimited standard national calls, SMS & MMS

– Access to Telstra 4G, and 5G networks across Australia

– A 3-in-1 SIM that fits all phones

– Data banking up to 500GB

-Send and receive mobile data

-Use certain value-added services

(Note: No calling or SMS/MMS support with Mobile Broadband service.)

Discover Occom’s SIM plans—flexible, affordable, and discounted with internet bundles!

Contact our sales team now to find your perfect match. We’ll get you set up in minutes!

Your billing cycle runs from the 28th of each month to the 27th of the following month.

Your invoice will be emailed to you approximately 3–5 days after the 28th.

The payment will be deducted on the 15th of each month. If the 15th is not a business day, the debit will occur on the next business day.

Unlimited calls and SMS from AU to China, Hong Kong, Malaysia, Singapore, Thailand, Vietnam, UK, France, Ireland, Greece, Germany, India, NZ, South Korea, and USA. PAYG rates apply to all other destinations.