Frequently asked Qs

ZenSim is the creation of two Aussie lads who, after a combined 20 or so years in the telco industry, got tired of seeing zero innovation and the total lack of customer care in the telco industry.

ZenSim has the primary goal to bring a (hopefully) stress free experience to the troubled telco world in Australia and beyond.

We don’t want to just sell you the same products, with the same inclusions, and the same boring ‘new customer only’ offers while leaving our existing customers who support us in the dirt.

If we offer new customers an offer, we’ll work with our providers to get the same offer for our existing customers too. All for one, and one for all!

We’ll also do our best to proactively reach out - keeping a safe distance of course, as we don’t want to encroach in your personal space - and let you know of upcoming beneficial changes to our existing offerings, to your plan, or maybe suggest a cheaper plan to you if we notice you’re not utilising your current plan.

We’re in a unique position in that we’re not beholden to shareholders, or have hundreds of employees and offices to manage and take care of.

We’re a small start-up focused on innovation; as you will find out with our mobile app.

Our offerings while not extremely unique at the moment, offer;

• A first in easy same-day billing cycles.
• Incredibly fast provisioning and activation of new services – though porting is still sometimes up to when Venus is in retrograde combined with other planets doing their cosmic dance – meaning it can depend on your old provider.
• No hassle cancellation through the ZenSim app. You don’t need to call us up or answer 100 questions or deal with some ‘retention team’ that will force you to stay.
• Squad Savings allow you and your friends/family to save some money on your invoices. 

We’re working with several partners in an effort to do some good to our home in Australia. Check out our sustainability efforts here.

We have some interesting and cool ideas that we’re keeping a bit of a secret and working on in the background that will hopefully make joining us even more of a great choice.

Sort of, but technically yes. A longer explanation is that a lot of the other telcos have 28 or 30 day recharge cycles which can be annoying when you need to manage your usage or finances consistently. We love the simplicity of signing up on one day, and always being invoiced and charged on the same day each and every month.

Also, that means you get 2 or 3 days extra per month for the same price with us vs a 28 day plan - which works out to about a month more each year!

Of course, porting numbers within the mobile world is common and incredibly straight forward. When you’re filling out our online form you’ll be asked if you want to bring your existing number across, and we’ll ask for some details about it.

Then when you’re ready, you can start the porting process in the ZenSim app by simply clicking a button; this usually takes 10-15 minutes, but like a lot of things in life, sometimes things go wrong. However, if anything needs your attention we’ll let you know and make sure you’re up to date on what’s happening.

Though we can’t support an independent internet connection for your Apple Watch, if your phone is within Bluetooth range, you will be able to have an internet connection through your phone.

In other words, you may purchase a ZenSim service and continue to use your Apple Watch provided your phone is within range.

If you needed your Apple Watch to have its own independent internet connection without your phone in range, that would be a separate service only the “Big 3” telco companies can provide, they charge an additional fee for this for example Vodafone calls it Number Sync and charges $5/mth – which is only worth it if you really need internet on your phone without your watch nearby.

Of course you can! In fact, you can have as many mobile numbers as you like on your ZenSim account. If you do purchase more than one number, there will be a select box at the top of the Zen Garden screen on our ZenSim app where you can switch between your services super easy.

Good question! Your billing date is determined by the day you sign up with us (for new numbers) or the day you click activate within the ZenSIm app (for transferring numbers) - thought typically you would order and begin activation on the same day.

So, if your existing billing date is on the 1st of the month, and you want to another ZenSim service, if you purchase it and begin activation on the 1st of the month also, the billing dates will be the same moving forward.

Typically this is not necessary. When you transfer a number to ZenSim we will request that the number be brought over to us, and when this process is completed your old service should be cancelled automatically.

Some customer like to cancel their accounts completely with their old providers, that is fine, please just ensure you DO NOT CANCEL your old service before the transfer process has completed as you will need to receive a security SMS in order to transfer.

That’s not a question.

And the reason for our eSIM only plans is that we want to prevent unnecessary plastic waste, wasting paper and resources on shipping you a piece of plastic that could take who knows how long to arrive at your address (assuming it doesn’t get lost in the post) and then finding out that you decided to go up to Woolies to buy a new sim because it was taking too long.

So with eSIM you’ll be able to instantly install it on your device only a few minutes after you place an order for a new number (though porting an old number can take a bit longer due to the gremlins in the telco pipes causing delays).

Over time eSIMs will become the new standard and the little plastic ones will be phased out, along with those annoying metal pin things you can never find when you need them, so why not get on board now!

First off, we ask that you check our coverage map before you sign up, just to make sure you’re aware of what to expect with your service. If at any point you’re finding you have connectivity issues, or there’s a weak signal in that one room at the back of your place that has a strange smell – let us know and we’ll push to get it investigated by our wholesale provider.

We have created an our network page to discuss the specifics behind our decision to use the Vodafone network if you want more info.

Plus, did you know that there’s a big Vodafone and Optus agreement that’ll bring some expanded coverage totalling 98.4 percent of Australia – sorry for 1.6%, but we’re trying! More info about this on our coverage and our network pages.