Boost Mobile Experience and Other Options

Hey everyone, I had a bit of a mishap – I lost my Boost SIM card over the weekend. I reached out to Boost to sort it out and thought I could grab a $2 SIM from 7-Eleven, transfer my number over, but it turns out that wasn't possible. They told me they'd have to send a new SIM card via mail, which might take 2 to 3 days. I was expecting a tracking number on Monday, but it didn't come through, so I called them today for an update. They mentioned it might take 3 to 5 business days for the replacement and that they've already sent it out.

The interactions with the Boost call center weren't the smoothest, to be honest. The customer service rep seemed a bit rude. Now I'm considering shifting my number from Boost to another carrier that uses the Telstra network, without going for the pricier Telstra option. Also, I'm curious – why can't they transfer my number to a $2 SIM from 7-Eleven? Why the need for a different type of SIM card that has to be sent manually, assuming it's a blank SIM? Any insights would be appreciated. Thanks!

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Comments

  • +2

    Boost customer service is cooked, but there's no other network that offers the same coverage (apart from Telstra itself). So, decide if you need the network coverage (do you go to remote areas?).

    BTW I had a similar issue - lost a Boost sim. The CS agent told me I could wait for a sim in the mail or use a $2 one I bought from a shop, but that it would be 'easier' if I waited for a blank one in the mail. Obviously I went for the $2 option since I didn't want to wait. As it turned out, by 'easier', what she meant was that I would not be able to transfer my balance ($180 worth of 365 day credit) over to the new sim if I used a $2 one, but she never told me that. It took multiple calls and a complaint to the TIO to get it resolved.

    • Thanks for sharing your experience. Man, the two rep that I spoke to had this really angry tone even though I was talking normally. I come from a customer service background so picked that up pretty quickly.

      So in your case, you were not able to transfer the balance, but what about your phone number? Were you able to transfer your phone number to the new $2 SIM card?
      I am currently on a month to month so doesn’t matter if I lose $30. Just need the number activated!

      • Yes, there was no issue transferring the number, just the balance.

        • Oh ok. So it should not be an issue for me to get a $2 sim and give it a try and see if I can transfer my current Boost number to the new $2 sim.

          • +1

            @BuddhaBoy: Well, YMMV - this was around a year ago, so they might have changed things. If the rep told you that it wasn't possible to transfer to a $2 sim, I would be inclined to go with that story over my experience from a year ago.

  • +1

    I think it is because the $2 SIM already has a profile/mobile number programmed to it and they cannot override it.

    What they'll do is send you a blank SIM and then re-program that to your old number.

    • Hmmm that’s what I thought.

      I used to work for Tesla activations a decade ago, and this was never a problem for Tesla customers. Numbers on sim could be changed within a matter of few clicks.

      • How do you activate a Tesla?

        • lol. Typo. Telstra*

      • Tesla (xD) CRMs have changed overtime so I'm guessing the functionality isn't there.

        Hang tight for the SIM - hopefully it won't be too long

  • I'm curious – why can't they transfer my number to a $2 SIM from 7-Eleven?

    Perhaps you got a lazy CSR that didn’t want to have to deal with this high risk transaction & the verification of identity necessary to be sure that you are who you claim to be (which is much easier if you can receive SMS from the existing service)

  • Hmmm valid point.

  • +2

    I'd debate this is a negative experience.
    Unfortunately you can't assume they'll port to any old sim (security reasons), imagine if some random called up and said they lost their sim, bought a $2 boost sim, immediately ported to the sim and wiped your bank account becuase the 2FA worked.

    We'd have a different post in that case.

    • Good point. But if the issue is just confirming identity, then there are other ways to confirm. For eg- email 2FA, sending an SMS to another mobile number on the same account (if any), privacy check questions etc.

      What you say does make sense and I’ll just have to wait for few more days for the sim to arrive.

  • +1

    why can't they transfer my number to a $2 SIM from 7-Eleven? Why the need for a different type of SIM card that has to be sent manually, assuming it's a blank SIM?

    Almost definitely becuase doing so has been locked out to protect Boost's Marketing campaigns offering Discounted SIM Starter Packs for new customers
    People used to "recharge" their existing service by getting Customer Service to transfer their existing number to a freshly activated New Customer only SIM Starter pack. That has now been stopped.

    • Haha I am sure the people - our very own Ozbargainers! :P

      • Absolutely. Although I was always lazy and I'd port out for a month and then back in. Easier, just as cheap (if you buy a discounted SIM Starter Pack from a competitor) and still possible to do.

        • Ok. That’s a good idea. I’ll keep this as an option if I don’t see any progress in the sim postage today.

  • Update:
    So the sim has still not arrived. I called Boost and this time they offered ‘a good news’ and a ‘bad news’. lol that’s how info was given to me.

    Good news -
    I can buy the $2 sim from a retail store. Call Boost. Activate new mobile number.
    Then, they will deactivate my current phone number.
    Once, the current number is deactivated, they can transfer my current number on to the new sim and swap it with the new number. So I get to keep my current number.

    Bad news -
    Credit won’t be transferred.

    Not a big deal but sucks that the agent only gave me this info after making me wait for 5 freaking business days.
    5 Star for Boost Customer Service (in minus).

  • sorta in the same boat right now - i lost my boost sim overseas, so returned to Australia without a mobile number. Just bought a $2 sim to transfer my old number on to it before I port out. My question though is, can I call the boost customer service number without a working sim card? Do I activate it with a new number first and boost support should be able to change it after?

    edit: maybe i'll just use my office land lane tomorrow to make the phone call and just leave the $2 sim untouched until further instructions.

  • Interesting report on taking your credit to put your number on a newly purchased replacement sim. I have lost an Aldi sim in the past, , Activation was immediate on new purchased sim and proper id process via phone call. Then to take 5 days to post out boost sim. Does this meet TIOs standard? I would think not? Surely there needs to be better sim card replacement process provided by Boost.

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