What hours is your contact centre open?

Crazy John’s customer contact centre is open 7 days a week.

Mon to Fri 7am - 11pm / Sat & Sun 8am - 9pm

Where can I recharge my Prepaid?

Recharge vouchers are available at thousands of participating outlets!

How else can I contact customer care?

You can always chat online or email us with your enquiry and a customer service rep will get back to you as soon as possible. Click here to contact us.

How can I set up MMS, internet & email?

You can send the relevant settings to your mobile phone through our ‘Phone Setup’ portal.

What do I do if I get nuisance calls/SMS?

If you are receiving nuisance calls/SMS, we can lodge an ‘Unwelcome Call Report’ on your behalf to Vodafone who will run a trace and issue a Warning Letter request to the relevant carrier.

Information required for the report is:

1. The mobile number receiving the harrassment calls/sms
2. If you can identify the calling number? If so, what is the number?
3. Examples of the unwelcome calls/sms, including type (voice, sms etc), the exact times and the dates.

In order for action to be taken there would need to be enough calls/sms to meet the ACIF Code criteria for unwanted calls, we therefore ask that enough examples be supplied to meet the criteria, ie:

1. date and exact times of at least 10 calls/sms if received in one day.
2. dates and exact times of at least 3 calls/sms received over a 2 - 5 day period.

Calls need to be answered in order to be traced - therefore if unanswered calls are included as examples we would not be able to view the incoming call in order to identify the calling number.

Crazy John’s messages/calls

If you have received an unwanted message or call from Crazy John’s, let us know.
Simply email donotcall@crazyjohns.com.au or call 13 22 99 with the following information:

• Your name
• Your phone number
• Description of unwanted message/call
• Time you received the unwanted message/call

Some messages are an industry regulatory requirement and may not be removable.

What does 'handset may be locked' mean?

Generally handsets are locked to the network. This means you may have trouble using a non-Crazy John’s SIM card in your Crazy John’s phone. Depending on what plan and phone you purchase will depend the type of lock. If a phone is soft locked then it can be unlocked for free, if it is hard locked it will cost $70 to unlock. To unlock your phone you can contact customer care on 13 22 99 or visit us in store. To find your closest store, click here.

Partial Monthly Commitment & Pro Rata?

Partial monthly commitment (also known as pro rata) is a small charge that covers the gap between when you connect and when the next billing cycle starts.
For example: If you connect on the 7th and your billing cycle starts on the 9th – the partial monthly commitment covers the cost of the service for the 2 day gap. The amount of the charge is calculated by diving the monthly commitment (link to monthly commitment) by the number of the days in the month and then multiplying the result by the number of day’s gap.
It is also important to note that your included value it calculated in the same way.

For example if you connect to a $49 cap ($330 of included vale) two days prior to your billing cycle then your partial monthly commitment will be ($49 ÷ 31 days in month x 2 days gap) $3.16 and your included value for those two days will be ($330 ÷ 31 days in month x 2 days gap) $29.20.

More:
See Billing Cylce

What is Monthly Commitment?

This is the agreed minimum amount you will pay each month in return for any services/ included value you receive. This term only relates to post paid services. For example: Crazy John’s $29 Cap includes $130 value, the monthly commitment is $29.

Still on a plan, can I get a new phone?

You may be able to take out a new plan with a new number, or we can upgrade your existing service.
Call through to Customer Care on 13 22 99 or visit your nearest Crazy John's store and we can discuss your options.

Please Note: Early Upgrades may incur Early Termination Charges. These are usually calculated at ½ your Minimum Monthly Commitment X Months Remaing + any remaining Mobile Phone Repayments.

If you are on a SIM Only Cap plan, and you want to sign up to a new contract with a phone included, you will not be charged additional fees or Early Termination Charges. To discuss your options and what great handsets we can offer you, call through to Customer Care on 13 22 99 or visit your nearest Crazy John’s store.

What is a Cap Plan?

These are plans that will give you a higher included value than your monthly commitment. For example: Crazy John’s $29 Crazy Cap includes $130 value. So if you make $130 or less worth of calls or SMS in the month, you will only have to pay $29 and not $150. You will still be able to spend more than your included value in cap plans (except prepaid); these calls will be charged at the applicable rate, in addition to the monthly commitment.

More:
See Crazy John's Cap Plans

What is a Phone Plan?

These are generally contracted plans which are an easy way to purchase a mobile phone without having to make any upfront payments (depending on the phone and plan).

More:
See Crazy John's Phone Plans

What is Prepaid?

Prepaid allows you to pay for your calls/mobile usage in advance which is known as prepaid credit. The more money you pay in advance the more credit you have. Once you have used up all your credit, you can then ‘Top Up’ your credit either on your handset (with a pre registered credit card), online, over the phone or at over 10,000 retail locations (such as Coles Express, United Petrol, BP, Kmart and Video Ezy).
It's important to understand that prepaid credit has an expiry daye, the length of the expiry depends on the plan.

Crazy Prepaid Caps:
If you recharge for an amount which corresponds with a Crazy Prepaid Cap Recharge Amount, any unexpired Prepaid Credit you have will be forfeited.

Crazy Prepaid Plans:
If you recharge for an amount which corresponds with a Crazy Prepaid Plan Recharge Amount, any unexpired Prepaid Credit you have will be forfeited, unless you are already on a Crazy Prepaid Plan (in which case your credit and expiry will roll over).

More:
See Crazy John's Prepaid Plans

What is an SMS?

SMS stands for Short Message Service and is commonly referred to as "text messaging". It is a technology that enables the sending and receiving of short messages of up to 160 characters between mobile phones. All mobile phones should allow you to send and receive SMS

What can I do with SMS?

• Send someone your contact and address details
• Cheap method of keeping in contact whilst overseas

What is an MMS?

MMS stands for Multimedia Messaging Service. Like SMS (link to SMS), MMS is a way to send a message from one mobile to another. The difference is that MMS can include not just text, but also photos, sound and/or video. Not all phones are capable of sending an MMS.

What can I do with MMS?

• Share your photo’s with your family or friends
• Send a recorded video or sound message

What is Mobile Internet?

It's the ability to access the internet on your mobile phone. That feature has been on mobiles for a few years now but pages always took a long time to load because internet speeds on mobiles were quite slow. Mobile technology has caught up and if you see a mobile advertised as 3G (third generation) it means that it's capable of much faster web-browsing.

• What does that means for you? Fast and easy access to thousands of websites!

What can I do with mobile internet?

Whatever you want! Most of the websites that you access on your computer are accessible on your mobile.

• Check the latest news, sports and weather updates from a variety of sources
• You've got your eye on an eBay item, the auction is going to end before you get home to check it on your PC. Why wait and miss out? Use your mobile to login and make a bid.
• You've got access to your webmail account whenever you want - login to Gmail, Hotmail, or Yahoo!
• Addicted to Facebook? Change your status or see what your friends are up to on your mobile.
  Lost? Get onto Google Maps and find your way!

Getting ready to surf

When you buy a phone from Crazy John's it's already set up with the Crazy John's Homepage (crazyjohns.mobi). This makes it easy for you to start browsing because we have links to many of the most popular websites grouped under headings such as News, Email, Shopping and Social Networking.

If your mobile isn't setup for browsing then click here and choose the model of phone you have and follow the prompts - the settings will be sent by text message to your mobile.

More:
What is 3G?

Why have a Camera on your Phone?

Camera phones are becoming increasingly popular as they allow people to take snaps whenever and wherever. The quality of the photo does depend on the quality of the camera. The best method to determine the quality is the number of Megapixels the camera is capable taking. For the more serious mobile phone photographer, you may also want to also consider selecting a phone with a flash.

What is a Megapixel?

A megapixel is one million pixels. A pixel is a picture element. Like graphics displayed on a television or computer monitor, digital photos are made from millions of tiny coloured dots, or pixels. The more pixels used to produce a photo, the less "grainy" it will appear and the better any enlargements made from it will be.

What can I do with photos on my phone?

• Send them to your friends and family via MMS or email from your phone
• Use them as wallpaper for your phones background
• Transfer them to your computer via USB cable

What is a Sim Card?

The SIM card stands for ‘Subscriber Identity Module’, which is used to connect your phone to your mobile service (your mobile phone number). All of today’s mobile phones require a SIM card. The modern SIM card can also store approximately 250 contact numbers.

Tip:
Storing your contact numbers on your SIM card means that if you wish to switch phones you can simply swap your SIM card over your contacts will follow.

What is 3G?

3G is the third generation of mobile phone standards and technology. It is based on the International Telecommunication Union (ITU) family of standards under the International Mobile Telecommunications programme, IMT-2000. In basic terms it just means it’s the third (and currently latest) in the line of technological advances with mobile networks and phones. Below is a break down of the different generations:
Many of the same things you can do with your home internet but with the ability to do it whilst you’re out and about. Such as:

• 1G (first generation) networks are considered to be the first analog cellular systems, which started in the early 1980's and followed on from radio telephone systems.
• 2G (second generation) networks are the first digital cellular systems launched in the early 1990's.
• 2.5G networks (e.g. GPRS) are the enhanced versions of 2G networks with data rates up to about 144kbit/s.
• 3G (third and current generation) networks (UMTS and the others included in IMT 2000) are the latest cellular networks that have data rates 384kbit/s and more.

Get more than 1 service per account?

Yes. Call through to Customer Care on 13 22 99 or visit your nearest Crazy John’s store and we can discuss your options.

How do I send an International SMS?

Just follow these steps:

1. Create the message
   
   Then in the 'To' field:
2. Enter the Country Code
3. Enter the mobile number
4. Press send

Please Note: Crazy John’s does not have a network agreement with every network provider around the world, so we cannot guarantee that it will work 100% of the time.

Transferring my number from Crazy John's?

You will need to contact the carrier you wish to transfer your number to, and provide them with your Account Number (if you were post-paid) or Date of Birth (if you were pre-paid). The carrier you want to transfer to will do the rest.

Once you have transferred your number out, we will cancel your account and issue you with a Final Bill.

Please Note: if you transfer out during your contract period, you may be charged Early Termination Charges.

Transferring my number to Crazy John's?

Choose the phone and plan (you can choose to be a Pre-paid or Post-paid customer with Crazy John’s) that best suits you and call through to Customer Care on 13 22 99, or visit a Crazy John’s store.

All we need is your Account Number (if you’re post-paid with the current provider) or your Date of Birth (if you are post-paid with the current provider) and we will be able to transfer your number over.

If you are unsure of what is best for you, call or visit us and we will be happy to discuss your options.

Why was my Credit Check declined?

A Credit Decision is based on the information provided by you in your application for Crazy John’s products and services, and there may be no single reason.

You will receive a letter confirming your Credit Check being declined, and contact details of the Credit Agency we used when processing your Credit Check. It is in your best interest to obtain a copy of your Credit File for further information.

If you require further assistance, please call our Customer Care team on 13 22 99.

Change account to someone else's name?

Call through to Customer Care on 13 22 99 and we will process this for you. We will need to speak to both yourself and the new Account Holder so it is best if you call through when both of you are present.

Bluetooth Guide

Click here to find the Bluetooth Guide.

Phone Photography Guide

Click here to find the Phone Photography Guide.

How much does it cost to call overseas?

Click here to find International Call Rates.

Please Note: Call Rates are subject to change.

Devices on the Crazy John's network?

Approved Standard Mobile Devices As stated in the Crazy John's Standard Form of Agreement, if you wish to receive your mobile telecommunications service using a mobile phone handset that was not purchased from Crazy John's at the time of connecting your service, it must be compatible with the Crazy John's Network. A Crazy John's SIM card is also required to use the Crazy John's Network.

Crazy John's reserves the right to block any incompatible device from being used on the Crazy John's Network.

The following table shows the current list of devices approved by Crazy John's as being compatible with the Crazy John's Network and Crazy John's SIM cards. Crazy John's may add or withdraw devices from this list from time to time. Updates will be posted on this website.

Manufacturer Model Name

What can I use for my 100 point ID check?

Crazy John's needs to verify your ID so you will need to provide ID totaling 100 points from the following list (must be current and original).

Primary

Points

Secondary

Points

What are Crazy John's Data Packs?

If you think you're going to do a lot of web-surfing, downloading and emailing on your mobile, then we offer Data Packs that can be added as options on top of any Crazy John's Plan. Adding any of these Packs to your plan reduces your per MB spend rate to save yourself money!

From April 1st 2009, Crazy John’s data pack prices are changing, giving you more data than before!

Note that existing customers will get the new monthly data allowance from their next billing period after April 1st 2009. Customers who are on the current $25 Data Pack will get the new $20 Data Pack from their next billing period after April 1st 2009.

Are Prepaid Broadband & Phone Vouchers the same?

Yes, Crazy John’s Prepaid Mobile Broadband recharge vouchers are the same as our Prepaid Mobile Phone Vouchers. However, only the $10, $19, $29, $49, $79 and $129 values can be applied as Crazy Data. So anywhere you can recharge your phone, you can recharge your broadband (For example: Australia Post, Coles, Coles Express, Kmart, Target, BP, United Fuel, Mobil etc).

TIP: if you wish to purchase a $49 Crazy Data recharge, simply ask for a “$49 Crazy John’s recharge voucher” For available outlets click here

Voicemail

With voicemail you never have to miss a call! Activating your voicemail is easy.

Just dial 121 to access your voicemail (121 call charges apply) and follow the prompts to record your personal greeting.

You can even access your voicemail from phones other than your mobile by calling 0414 121 121.

If you're overseas, just call +61 414 121 121.

What is Crazytalk?

To learn more about Crazytalk, click here

Is the Talk & Text bonus credit divided?

No. The Talk and Text bonus credit is not subdivided into two separate amounts. You may use the entire credit on all Crazytalk⁴, or Text, or a combination of both.

Can I change over my Crazy Cap plan?

Yes. You may change over to the new Crazy Cap plans if the Crazy Cap Plan is greater than or equal to your current minimum monthly commitment (and you keep your existing handset & contract term).
If you wish to start a new contract, or get a new handset, you may be required to pay out your existing contract.
Please Note: If you change to one of the new Crazy Cap plans from any of Crazy Cap plans, you will not be able to return to your previous plan.

Is my Crazytalk restricted by time or day?

No. You may use your Crazytalk⁴ bonus credit at any time you choose. That means weekends, the middle of the day, ANYTIME!

What if I run out of Crazytalk credit?

If you use up all of your Crazytalk⁴ bonus credit from your cap, the charges will be deducted from your standard credit allowance. If this is also expired, extra charges will be applied to your account.

What does 'excluded' mean?

Excluded services are those services that will not be included in the value of your cap. Use of these services will be charged to you at the applicable rate over and above your minimum monthly commitment.

How can I view my account online?

You can view, track, pay and change your account details online. Click here to login into 'My Account'.

I don't know my security PIN number?

If you don’t know/ forgotten your 6 digit security pin, call customer care on 13 22 99

How can I pay my Bill?

You can pay your Crazy John's bill by the following methods

• Online
  To view, track and pay your account with a credit card visit www.crazyjohns.com.au and login to 'My Account'
• BPAY
  Contact your participating bank or financial institution to make a payment from your account, you’ll find the biller code and customer reference number on your bill.
• In Store
  To pay your account with cash or credit, simply visit and Crazy John’s store
• Australia Post
  To pay your account with cash or credit, simply visit your local Australia Post Office.
  Find your nearest Australia Post store
• Pay By Phone
  To pay your account using your credit card, call Crazy John’s customer care on 1300 303 646 and follow the prompts
• Direct Debit
  (Coming Soon)

What is my 'Billing Cycle'?

It is the set dates in which your post paid service is invoiced. This means your invoice will record any use of your phone between these dates (inclusive) every month. When you connect to Crazy John’s you will be automatically allocated the next nearest billing cycle to the date of connection. Crazy John’s has four billing cycles, these are:
For example: If you connect on the 7th and your billing cycle starts on the 9th – the partial monthly commitment covers the cost of the service for the 2 day gap. The amount of the charge is calculated by dividing the monthly commitment by the number of the days in the month and then multiplying the result by the number of day’s gap.

1st – 31st of each month
9th – 8th of each month
17th – 16th of each month
24th – 23rd of each month

If you connect a few days before your billing cycle, you will be charged the gap which is called a partial monthly commitment.

More:See Partial Monthly Commitment/Pro Rata

Can I get a replacement bill?

Yes. You can download your bill by logging into my account. Just click on the ‘previous bills’ tab, and you will see every bill you have been issued.

How do I sign up for Paperless Billing?

You choose the way you want to receive your bills by logging into my account and choosing the ‘Customer Details’ option. You can update your e-mail address and other details here as well. If you can’t get to a computer, call through to Customer Care on 13 22 99 or visit your nearest Crazy John’s store and we will be happy to help.

What is Paperless Billing?

Paperless Billing is an environmentally friendly way of receiving your bills. It is also referred to as ‘e-bill’. Once a bill is issued, we will send you a notification via e-mail and SMS that your bill is ready to view. All you need to do is log into my account and retrieve the bill.

Changing my address and contact details?

You can update your personal details by logging into my account If you can’t get to a computer, call through to Customer Care on 13 22 99, or visit your nearest Crazy John’s store and we will be happy to help.

Summary Bill & Itemised Bill explained?

A Summary Bill will show you a basic breakdown of the charges for your plan for that month. It will show you any additional usage you had, and any adjustments that have been made your account. You will not see any detailed usage on the bill. If you have not signed up to Paperless Billing, you will receive a Summary Bill by default. An Itemised Bill will show you the same details as the Summary Bill, and will also list your detailed usage for that month. If you have signed up to Paperless Billing, you will see the Itemised Bill.

How do I get an Itemised Bill?

If you are signed up to Paperless Billing and access your bill online, you will always see the Itemised Bill. If you receive your bills via post, you can request to receive Itemised Bills. A $2 charge applies per bill. You can change your preference at any time. You change your bill preference by logging into my account and choosing the ‘Customer Details’ option. If you can’t get to a computer, call through to Customer Care on 13 22 99 or visit your nearest Crazy John’s store and we will be happy to help.

Can't see recent call usage records?

Detailed Usage can sometimes be delayed by 2 – 3 days.

Use this feature as a guide only, and always keep in mind that some of your most recent calls will not listed.

Increase my plan if I’m overspending?

Call through to Customer Care on 13 22 99, or visit your nearest Crazy John’s store. We will be able to change your plan quickly and easily to help you get the best value out of your service. Pro Rata charges may apply if you change your plan partway through your Billing Cycle. We will advise you of this before changing your plan.

Can't access Recharge/Activation/My Account?

Sometimes we schedule maintenance to update and improve our services. We should be back up and running in no time. In the meantime, feel free to contact us over the phone or via live chat!

Can I use the USB modem on a pc or mac?

Yes, our U6T USB modem and software works on both PCs and Macs that have the below requirements or higher;

• PC: Windows® XP (SP2) 32/64 bit, Windows® Vista™ (SP1) 32/64 bit
• Mac: Mac OS X 10.4 and 10.5
  
  
• At least 100 MB free disk space
• At least 256MB RAM
• A USB version 2.0 socket
• Administrator rights on your computer

How to create a connection via my computer OS?

• Windows XP
• Windows Vista
• OSX 10.4.x (Tiger)
• Mac OSX 10.5.x (Leopard) & 10.6.x (Snow Leopard)

Can I use VPN (virtual private network)?

Yes, VPN access is available on all Crazy John’s Mobile Broadband services (including Prepaid), so you can access your work or school email, applications and network drives. It’s best to consult your work place or school IT department for applicable settings.

How do I install USB modem software?

Simply plug the USB modem in, wait a short while and the software should automatically install itself. If it doesn't auto start, go to your file explorer and double click the modem drive or the setup file. For detailed setup instructions, please refer to the booklet in your mobile broadband pack.

USB modem as a flash memory drive?

Simply insert a MicroSD card into the USB modem and it will automatically act as a flash memory disk drive. Refer to the USB modem user guide for more information.

Using USB modem in different computers?

You can use your USB modem on as many computers as you wish, however you will need to install the software on each computer you plan on using it on.

Activating mobile broadband?

Just click the Activate Prepaid link that appears at the top of this page and follow the prompts, it is really easy and quick! You will need 60 points of ID and your SIM starter pack handy.

Can I roll over my credit/data?

Yes, you can accumulate up to 15GB if you recharge before the credit expiry date for our Prepaid Mobile Broadband service. Our postpaid Mobile Broadband (on a plan) works differently, your monthly included data expires each month and cannot be rolled over.

How can I recharge?

You can recharge online at crazyjohns.com.au, any Crazy John’s store, one of our participating recharge outlets such as Australia Post, Coles, Coles Express, Target, K-mart, BP, United Petroleum plus many many more. You can also recharge over the phone by calling 13 22 99.

What is Express Recharge?

Express Recharge is the quickest and easiest way to recharge by credit card, you don’t even need a PIN number. Click here to use Express Recharge. Be sure to enter the correct mobile number though before proceeding, otherwise you will end up recharging someone else's account!

Calls and SMS using my data SIM card?

Our Prepaid Mobile Broadband service can only be used for data, not making calls or sending text messages. If you want to use call and message services with a Mobile Broadband SIM you can connect to our Postpaid service which allows this. Contact us to find out more!

How fast is mobile broadband?

The speed of your mobile broadband depends on the coverage type, see the below table for typical speeds.

Network Coverage Type

Average Download Speed*

Average Upload Speed*

*Data capacity and speed experienced may be slower than advertised speeds and can vary due to coverage, location, hardware and software configuration, capability and load of sites visited and general network and internet traffic.

Do I get charged for uploads & downloads?

Yes, both uploads and downloads are deducted from your credit.

Why is my internet suddenly going slow?

Poor signal strength is the most common reason for the internet slowing down.

Physical obstructions, such as being indoors, underground, behind buildings or behind other land masses, can reduce your level of signal strength.

If you’re having problems with signal strength you can try moving to a different location such as outdoors, closer to a window, or to higher elevation. If you’re using a USB modem try using a USB extension cable and place the modem near a window or at higher elevation.

Where can I get help?

If you don't find the answer you are looking for in our FAQ section, you can live chat, email or call one of our friendly ‘Mobile Experts’ customer consultants for any technical assistance via our contact us page.

Is crazyjohns.com.au free?

Yes visiting our website is now free when using Crazy John’s Mobile Broadband. This means when you visit our website, usage is not deducted from your account. Therefore if you have a run out of credit you can still go to crazyjohns.com.au and recharge or get help. If we link to sites outside of our site, this usage WILL be charged at standard rates.

Prior to March 1st 2009 standard charges apply.

Where can I use mobile broadband?

You can access mobile broadband anywhere within Vodafone’s 3G broadband network coverage area. To check the latest coverage maps in your area, or an area you will be travelling to, visit crazyjohns.com.au/coverage.

How do I check balance & usage?

You can check your balance and usage by logging into My Account. Available 24 hours a day, 7 days a week, you can also recharge, update your details and much more!

64 bit versions of Windows XP & Vista?

Crazy John's Mobile Broadband modem CJ-U6T-900 DOES support WIndows XP and Windows Vista 64 bit versions.

Crazy John's Mobile Broadband Modem Model ZTE 3565 does NOT support Windows XP 64 bit and Windows Vista 64 bit. These drivers are supplied in good faith only and we cannot guarantee that use of these drivers will allow 64 bit versions of Windows XP/Vista to connect correctly. Installation is strictly at the user's risk. For further information or support call your Mobile Experts on 13 22 99.

• ZTE-3565-Vista-64.zip
• ZTE-3565-XP-64.zip

Install modem drivers without software?

Crazy John's Mobile Broadband Modem Model ZTE 3565 includes internet connection software. If you have trouble installing the software, these 32 bit drivers are supplied in good faith only and we cannot guarantee that use of these drivers will allow Windows XP/Vista to connect correctly. Installation is strictly at the user's risk. For further information or support call your Mobile Experts on 13 22 99.

• ZTE-3565-Vista-32.zip
• ZTE-3565-XP-32.zip

For help with 64 bit drivers for Windows XP/Vista, please click here.

Do we offer networking help & support?

Sorry, but we do not provide technical help or support for configuring a network of any kind, even if it connects via your Crazy John's Mobile Broadband service. We will however happily provide help and support for connecting your Crazy John's Mobile Broadband service to a single PC.

Unlocking my U6T USB Broadband modem?

This process will only work using a Microsoft Vista or Microsoft XP 32 bit computer and a Crazy John's U6T modem

1. First step is to call our contact centre or visit a store and purchase an unlock code
2. Download the unlock tool here and save it to your desktop SIMunlocker.exe (312KB)
3. Plug your modem into a USB port, then exit the connection software fully ensuring it is not minimised to the system tray (but don't uninstall it, this process requires the drivers to be installed)
4. Run the download from your desktop and wait for it to display "Found Device!"
5. Input your unlock code and click "Disable"
6. If you have followed these steps correctly and used the right code, it will display "Success!" and your device is now unlocked

Access crazyjohns.com.au without activated SIM?

You can now Activate, Recharge and use My Account for FREE via our Mobile Broadband Service.

What SMTP / outgoing mail server settings should I use?

Crazy John's only provides access to the Internet, you will need to contact your email provider for their respective SMTP / outgoing mail server settings.

I need my phone repaired, what do I do?

If your phone is still under warranty, and what you need repaired is covered under your warranty conditions, return the phone to a Crazy John’s store, and we will submit it for repairs for you.

If your phone is outside of its warranty period, or the repairs required are not covered in the terms and conditions of your warranty, you will be charged for the repair. Return the phone to a Crazy John’s store, and we will submit it for repairs for you.

What does Manufacturer’s Warranty cover?

Problems such as software issues and faulty parts are usually covered.

Check the box for the full terms and conditions of your manufacturer’s warranty. The warranty will usually cover you for 12 months.

As a general rule, issues such as liquid damage and physical damage.

What is an Extended Warranty?

An Extended Warranty is an extra 12 month extension on your Manufacturer’s Warranty.

It is not Handset Insurance.

How do I get an Extended Warranty?

Simply advise the salesperson at the time of purchase if you would like to take this up.

You can purchase an Extended Warranty up to 30 days after you have purchased your handset.

If you have already purchased your phone, but would like to take up an Extended Warranty call through to Customer Care on 13 22 99 and we will process this for you.

What does my Extended Warranty cover?

Your Extended Warranty will match your Manufacturer’s Warranty.

Liquid and Physical damage will not be covered.

Numbers needed for prepaid activation?

You will need the mobile phone number and last 8 digits of your SIM card number to activate, see image below;

How do I get $5 bonus credit* ?

Save time, and get $5 bonus credit* by activating your new Crazy John’s prepaid service online NOW!

It is simple, quick and easy. Here's what you need:

• Your new mobile number contained in the starter pack
• Your new SIM card number, also in the starter pack
• And 60 points of ID
• When ready, click here to start online activation

Follow the steps and you will be activated in a matter of minutes. Note, if you are keeping your existing number, the process may take longer depending on your service provider prior to joining Crazy John’s.

If you prefer, you can activate your service over the phone or in one of our stores, but during busy periods there may be considerable delays and you will not get any bonus credit.

*Terms & Conditions for $5 Bonus Credit:
15 day credit expiry applies when you activate a SIM card WITHOUT included credit (eg. a $2 SIM pack). However if you activate a SIM card WITH included credit (eg. $14.95/$19 SIM packs) then no additional days will be added to the included credit expiry period. Therefore if your pack comes with $55 included credit and 30 day credit expiry, activating online you will get $60 included credit with the same 30 day expiry. Bonus credit can be used on standard talk, text & more. Some services excluded. For full prepaid terms and conditions click here.

What ID do I need to activate my prepaid?

Crazy John's needs to verify your ID so you will need to provide ID totaling 60 points from the following list.

Type

Points

How can I best manage premium services?

A Guide to Premium SMS and Premium Mobile Services

What are Premium Mobile Services?

Premium mobile services provide content or information delivered by SMS, telephone or via mobile Internet / data download, directly to your mobile phone. These services are provided by third parties other than Crazy John’s, for which you are charged at a premium rate. They are most commonly accessed via numbers starting with ‘19’ and are either 6 or 8 digits long. Often, these services are advertised on TV adverts, in magazines and on the Internet.

Examples of premium mobile content and services include:

• Entering a competition
• Voting on a television programme
• Mobile ringtones
• Mobile wallpapers or pictures
• Mobile games

Premium mobile services are not available on Crazy John’s prepaid mobile services.

How do I subscribe to Premium Mobile Services?

You can subscribe to premium mobile content services in a number of ways:

• By sending an SMS with a specified keyword to a number starting with “19”
• By registering your mobile number on an Internet website and agreeing to receive content.
• You may even receive a call asking you to subscribe, or prompting you to enter a competition by keying “5” on your mobile handset.

The premium services provider is obligated to send you terms and conditions for the subscription, including how much the service will cost, or direct you to a website where these terms can be viewed. A content provider must also supply details of how to opt out of the service and how to contact them.

How much do premium SMS cost and how are they billed?

Premium SMS are billed at a higher rate than regular services, and can cost up to $6.60 per message. These charges will be billed by Crazy John’s to your account.

The cost can vary depending on the type of service being accessed, and the frequency with which it is accessed. The premium content service provider will however send you a courtesy SMS when you’ve spent $30 or more.

To look up Premium SMS and Voice content supplier details including contact information go to www.19sms.com.au

How can I stop my phone from receiving premium SMS?

In most instances, simply replying “stop” to the number you are receiving the messages from will stop you receiving further messages.

Again, the premium content provider must initially send you a message outlining how to unsubscribe from the service.

If you are experiencing difficulties in stopping the delivery of premium content and services, contact the content supplier directly (contact details at www.19sms.com.au) or call Crazy John's on 13 22 99 for assistance.

Protect your children

Premium content providers are required to have effective age screening procedures in place to prevent access to adult services.

The most effective way to monitor your children’s usage is to check their phone, and pay particular attention to the bill.

Have a complaint?

In the first instant, complaints can be directed to Crazy John's by calling 13 22 99.

If your complaint relates to the advertising and content of premium services, this should be directed to the Telephone Information Services Standards Council (TISSC). They are an independent body that sets standards for premium services through a code of practice.

The Telecommunications Industry Ombudsman (TIO) is a free and independent dispute resolution service for small business and residential customers in Australia for telecommunications complaints. They are an office of last resort. They require that you have tried to resolve your complaint with Crazy John's prior to contacting them.

Contacts

Crazy John's
Website www.crazyjohns.com.au
Phone 13 22 99
Address PO Box 3083, South Melbourne, VIC, 3205
Communications Alliance Mobile Premium Services Guide
Website www.19sms.com.au

TIO
Website www.tio.com.au
Phone 1800 062 058
Address PO Box 276, Collins St West, Melbourne, VIC, 8007

TISSC
Website www.190complaints.com.au
Phone 1300 139 955
Address PO Box K1021, Haymarket, NSW, 1240