NOTE: These are notes from the community of Whirlpool.net.au discussed in the Vaya Mobile thread. THIS IS NOT OFFICIAL INFORMATION. Anyone with questions or concerns should contact Vaya directly. While we believe only the saaviest of people have hand crafted this FAQ we can't guarantee this info 100% correct/up-to-date. So, do your research!

NB1: Credit goes to: Spero D., JDL1306 and countless others who have helped. Thanks to Ben as well.

NB2: For updates, corrections, additions, removals or other modifications, please WhIM JDL1306 or Spero D on Whirlpool.

NB3: Yes, the "General" section is not at the top of this FAQ, as billing and porting issues/questions are more prevalent!

NB4: Caution.....Vaya allows tethering on your phone only, using a sim in a USB modem or router will incur excess data fee's.

A) SUPPORT:

  1. THIS IS NOT AN OFFICIAL SUPPORT DOCUMENT, OR MEANS OF SUPPORT!
  2. Phone support is available Monday to Friday 8:00am to 8:00pm, and Saturday and Sunday 9:00am to 5:00pm AEST on 1300 008 292.
  3. Email support is available by filling out the support form on the Vaya Website.
  4. Unofficial support is available via Whirlpool where Ben is an active Rep.
  5. Vaya official FAQ

B) BILLING:

  1. There is a $20.00 sim fee, payable immeditately on sign up.
    • If you don't like the sim fee, then sign up for 24 months and it's waived.
  2. You only pay the monthly access fee, after you activate. If you sign up in March, and only activate in May, then you only pay for service from May.
    • Please note that the service charge in advance (as per the next point) is payable on signup. For example, if you sign up in March to an $11 plan, you will be billed $31 ($20 + $11) in March. If you only activate in May You will only be billed subsequent fees in from June onwards (as you have already paid for May).
  3. Service charges are billed in advance, excess charges are billed in arrears.
    • You are therefore always one month ahead in service payments.
    • When you leave you will be refunded any remaining credit on a pro-rata basis.
  4. The first months service is pro-rata (which directly translated means "in proportion").
    • This means if you activate your service exactly in the middle of a billing cycle, you will only be charged 50% of the service fee.
    • It also means that you will only receive 50% of the plan entitlement, so be careful with your usage during the first month.
    • The 50% service charge, is provided by way of deducting the full service fee, and crediting the pro-rata value that was not used.
  5. The billing details you sign up with are what will be used for payments, unless you pay early.
    • When you sign up you need to provide payment details for the sim fee. If you do not update your payment details, these details will be used for all payments.
    • If you don't pay by your bill due date, all monies owed will be debited from the details Vaya have.
    • You can choose to pay early if you want. It is not required due to the automatic billing.
  6. Credit Card payments are fee free.
  7. American Express or Diners Card are not accepted.
  8. Direct Debit is fee free.
  9. An email bill is free.
  10. Additional fees and charges:
    • If paying early, BPay incurs a $1.00 fee.
    • If paying early, Australia Post payments incur a $2.75 fee.
    • A paper bill incurs a $2.50 fee.
    • A payment dishonour fee of $10.00 applies if automatic payment is declined.
    • A late payment fee of $10.00 applies.
    • If you change plans please check with Vaya on the cost.
    • If you require a replacement sim the $20.00 sim fee applies.

C) PORTING FROM ANOTHER PROVIDER:

  1. You can port to Vaya and retain your current number.
  2. The transfer will only take place when you choose to activate your Vaya service, not when you sign up online.
  3. Port times will vary based on many factors.
    • Your port could take 1hr, or 3 days.
    • Lengthy ports are not common, but do happen.
    • Ports from other Optus services are more prone to delays.
  4. Not all services will port at the same time.
    • Voice will always port first.
    • SMS / DATA may be delayed. A normal delay is only a few hours, though it may take longer.
  5. Infrequently, Vodafone ports have reports of voicemail not being ported properly. Contact Vaya if this happens to you.
  6. if you are on a contract, you MUST include your current provider and account info when signing up.

D) GENERAL:

  1. Vaya use the Optus network. Here's the coverage map
  2. You can activate your sim whenever you like. It can be the day you receive it, or later. There is currently no timeframe specifying when you must activate by.
    • You can activate over the phone with Vaya (they will call you soon after you receive your sim).
    • You can activate online on the Vaya Website.
    • You can request activation via Facebook.
    • You can request activation via Twitter.
  3. You can view your usage online. It may take a few days for this to appear in "My Account" online after a port though.
    • Usage information for voice and SMS takes up to 48 hours to appear
    • Usage information for data is updated on 15-20 minute intervals.
  4. There is no discount for multiple sim’s on one account.
  5. You can currently downgrade plans, but not upgrade. [Still being worked out - so that you won't need to buy a new SIM]
  6. There are 3 types of sims available, standard, micro or nano. You select a size as part of signup.
  7. There is a Vaya mobile app.
  8. You can manage (turn on/off) voice, SMS, and Date through your "My Account" portal.
    • It can take about 4 hours to come into effect.
    • You can also down grade your plan there but at the moment you cant upgrade.
  9. There is auto block in your accounts section to block calls and sms etc - applied automatically when you sign up.

E) VOICE:

  1. If you go over your voice/SMS entitlement your whole service is barred. Voice/SMS allowance operates as a "master" bar on the service.
  2. It may take a few days for your service usage to show up on "My Account" after initially porting.
  3. Usage information for voice takes up to 48 hours to appear.
  4. Calls to 13/ 11300 & 1800 Numbers come out of your plan usage.
    • This includes calls to Vaya Support (1300 11 8292) at 45c per 30 seconds.
  5. 1900 numbers are not blocked by default!
  6. Operator assisted 124Yes and 1223 call incur a $2.00 fee per call.
  7. There are no international call inclusions on any current plans.
    • International voice is charged on top of your plan.
  8. Vaya to Vaya is in separate account pool to your main account.
  9. If you exceed your Vaya to Vaya allowance, and additional Vaya to Vaya calls come out of the normal cap allowance.
  10. Diversions come out of your cap allowance.

F) VOICEMAIL:

  1. Optus voice mail information
  2. you can turn off voice mail yourself by going to into your account, click onto USAGE and turn DIVERTS/VOICEMAIL settings off.
  3. Voice mail deposits and retrieval come out of you plan rate.
  4. You can use the Optus missed call service for free.
    • SMS "ON" to 159 to activate it.
    • SMS "OFF" to 159 to deactivate it.
    • You can also DIAL 159 to setup the missed call service.
  5. Voice mail call return service embedded in the Voicemail is charged as excess usage.
  6. For anyone who wants to access their Vaya/Optus voicemail cheaply from overseas, I have tried the following & it works without fault:

I use ClicknCallNow as my voip provider as 1300 numbers cost just AUD$0.25 per call, but you could use MyNetFone etc (you can download the free Zoiper softphone & select the GSM codec for use with ClicknCallNow).

  1. Dial 133 321 (using your softphone above)
  2. When prompted: Enter your Australian Mobile Phone number (ie 04 XXXX XXXX)
  3. Press #
  4. Enter your Voicemail PIN
  5. Press #
  6. Listen to your Messages

If you wish to use Skype (or another phone) then dial the Vaya/Optus Voicemail Access Number +61 411 000 321 instead of the 1300 number (as you may not have access to the 1300 number from outside of Australia).

G) SMS/MMS:

  1. If you go over your voice/SMS entitlement your whole service is barred. Voice/SMS allowance operates as a "master" bar on the service.
  2. It may take a few days for your service usage to show up on "My Account" after initially porting.
  3. Usage information for SMS takes up to 48 hours to appear.
  4. There is free SMS/MMS on some plans. This includes International. See the Vaya Website for details.
  5. Premium SMS aren't included in your plan.
  6. MMS rates are 55c for local and 75c for international
  7. If SMS/MMS/Data doesn't work you can either request those settings to be sent by calling Vaya or by using the Optus Mobile Service Portal to request it through a form. Remember to restart your phone.

H) DATA:

  1. If you go over your data entitlement, only data is blocked. Voice / SMS will still work.
  2. There are no data packs available currently.
  3. Social media usage is SHOWN in usage statistics (including the csv), but is NOT billed. The billing system is separate from the usage chart and csv system.
  4. It may take a few days for your service usage to show up on "My Account" after initially porting.
  5. Usage information for data is updated on 15-20 minute intervals.
  6. Data on the new Power plans it is now 1MB sessions, but the old flexi plans it's 1Kb sessions
  7. Usage information for data is updated on 15-20 minute intervals.
  8. An sms is triggered at 50%, 80%, 90% and 100% quota usage.
  9. Personal Hotspot / Tethering is supported.
    • Contact Vaya to activate it if it doesn't work for you.
  10. The "Consume" iPhone usage app supports Vaya plans.
  11. Excess Data Rate is 25c per MB on 3G Flexi Plans.
  12. Excess Data Rate is 24c per MB on 3G Unlimited/Grand Plans.
  13. The following social sites are no longer free on the Power Plans:
    • Facebook
    • LinkedIN
    • Twitter
    • FourSquare
    • eBay
    • MySpace
  14. While there is free social site access, remember that advertisments or content not directly on the site is not free.
  15. There are only 3G plans at present (4G plans still being negotiated).
  16. If SMS/MMS/Data doesn't work you can either request those settings to be sent by calling Vaya or by using the Optus Mobile Service Portal to request it through a form. Remember to restart your phone.
  17. Android application is here

I) ROAMING:

  1. International Roaming is available but requires a $200 refundable security deposit.
  2. There are NO roaming inclusions. No matter what you plan entitlements are, you pay extra for everything you do while roaming.

J) LEAVING VAYA:

  1. There is a $30.00 disconnection fee if you disconnect your service. This fee does not apply if you port your number to another provider.
  2. Once again, there is a $0.00 fee to leave, if you port to another provider.
  3. Any account credit is refunded on a pro-rata basis when you leave.
changed September 3, 2013