Getting started with Norfone

We’re so glad you’re here!

Getting set up with a new service can be confusing, that’s why we’ve compiled all of our most commonly asked questions into a handy support guide.

From choosing your plan to setting up your new device, we’ve got you covered!

Getting started

  • We have a range of plans to cater for varying usage needs and budgets.

    On our website, you can learn more about the inclusions and price of each of our options, including a summary of who they are best suited to. 

    To learn more about our Mobile plans, click here.To learn more about our Home Internet plans, click here.

  • To check the coverage in your area, you can use our coverage map.

  • Looking for some assistance setting up your new service? We are happy to help! 


    Our Support Hub covers a range of topics relating to getting set up with Norfone, but if you’d like some in-person support, you can visit our office in Burnt Pine. To avoid long wait times, please book an appointment via our online booking system here.

  • To see which handsets are compatible with the Norfone network, check our list here

setting up your norfone mobile service

  • A SIM (Subscriber Identity Module) is a small, plastic card with an embedded chip that identifies a device to a network.

    When inserted into your device, it enables communication with the network. To connect to Norfone's network, you'll need a Norfone SIM card.

  • You can purchase a SIM card on our website here, or from our Burnt Pine office.

    We also stock SIM cards via a range of trusted partners. You can find a list of our partners here.

    1. Insert the appropriate size SIM into your device and switch your device on. If you have an eSIM, you can skip this step.

    2. Scan the QR code on your SIM pack, follow the prompts and activate your service.

  • To see which handsets are compatible with the Norfone network, check our list here

  • The next step is to select your Plan and get your Norfone SIM card.

    You can do both of these things right here on our website.

  • If your phone is locked, you'll need to contact the original carrier to request unlocking.

    Please note that some phones may be tied to an outstanding finance agreement, which must be cleared before the carrier can unlock the device.

  • Head over to norfone.au/activate to set up your new service, or scan the QR code on the back of your Norfone SIM pack for a detailed set-up guide.

  • No, unfortunately we are not able to specify numbers.

    When you sign up for a Norfone service, you will automatically be allocated an Australian number. However, If you have an existing number with another Australian operator that you would like to keep, then we can transfer that across to your new service.

  • Our plans are a month-to-month commitment. Your plan will expire 30 days from the date of your last top-up, unless you select to auto-renew your service each month.

    You can alter, upgrade, or cancel your plan any time through our Self-Service Portal. However, these changes will impact an active service.

  • To turn Caller ID on or off on your mobile phone, follow these steps:

    iPhone

    1. Open Settings.

    2. Scroll down and select Phone.

    3. Tap on Show My Caller ID.

    4. Toggle Show My Caller ID on or off.

    Note: Some carriers don’t allow Caller ID settings to be modified, so if the option is greyed out, check with Norfone’s support.

    Android

    1. Open the Phone app.

    2. Tap on the three dots (menu) in the upper right corner, then select Settings.

    3. Choose Calling accounts (or SIM card settings in some devices).

    4. Tap Caller ID and select one of the options:

      - Network default: Follows the network’s settings.

      -Hide number: Hides your Caller ID.

      -Show number: Displays your Caller ID.

    If you still can't turn it off or on, Norfone customer support can assist in enabling or disabling it for you on the network side.

  • To enable or disable call waiting, follow these steps on your mobile phone:

    iPhone

    1. Open Settings.

    2. Scroll down and select Phone.

    3. Tap on Call Waiting.

    4. Toggle Call Waiting on or off as needed.

    Note: If the Call Waiting option is greyed out, it may be restricted by your network. In that case, contact Norfone support for assistance.

    Android

    1. Open the Phone app.

    2. Tap the three dots (menu) in the top right corner, then select Settings.

    3. Tap Calling accounts (or SIM settings on some devices).

    4. Choose Additional settings.

    5. Tap Call waiting and toggle it on or off.

    If you encounter any issues or the option isn’t available, Norfone customer support can assist you in enabling or disabling call waiting directly through your account settings.

  • You can find your SIM number (also known as the ICCID) in a few places:

    1. On the SIM Card Itself

    • If you have access to the physical SIM card, the ICCID is printed on it. It’s a long number, typically 19-20 digits.

    2. In Your Phone’s Settings

    • iPhone:

      - Go to Settings.

      - Tap General and then About.

      - Scroll down to find ICCID—this is your SIM number.

    • Android:

      - Go to Settings.

      - Tap About phone (or About device) and then Status.

      - Look for ICCID or SIM card status to find the number

    If you need further assistance locating your SIM number, Norfone support can help.

Number Transfer / Porting

  • Yes, you can! 

    When you activate your service with Norfone, you will automatically be asigned a new number. However, If you are wanting to port your number, contact our team and we will help you with this.

    How long does it take?

    Porting is usually completed within two business days of the transfer request. However, because we require action from your previous carrier to approve the transfer, this may take a little longer.

    Once the transfer has been completed, the SIM card from your previous provider will no longer work. When this occurs, you can go ahead with inserting your Norfone SIM card and setting up your service. Please note, there may be a delay of up to 2 hours following porting for the new SIM card to be ready to use. 

    Things to note:

    • When you transfer your number, all messages and voicemails will be erased. If you wish to keep these, we suggest saving them prior to requesting the number transfer.

    • We suggest reviewing your current provider's policy prior to requesting the number transfer. Some providers charge exit/termination fees when porting to a new operator. 

    • To ensure that you can keep your number, make sure that your current provider does not disconnect your number prior to it being transferred to Norfone, as we are only able to port a number that is currently active.

    • Please note that for the transfer to be finalised, you will need to be able to receive a link via SMS

  • No, we offer this service to our Norfone customers without a charge.

  • The first step in transferring your number is to speak with your previous carrier and confirm that you are able to port your number. Almost all Australian carriers support number porting, but it’s good to check.

    From here, contact Norfone to request the transfer. We will schedule the request in our systems and work with your previous carrier to get your number ported.

    Contact us here to book your number transfer.

  • Porting is usually completed within two business days of the transfer request. However, because we require action from your previous carrier to approve the transfer, this may take a little longer.

  • Yes, you can.

    Contact our team for support in transferring a number to an active service.

  • If your mobile number has been transferred (ported) without your approval, you may be a victim of unauthorised porting, often referred to as ‘SIM swap fraud’. Here’s what you should do:

    1. Contact your carrier immediately: If you are a Norfone customer, please reach out to us here.

      If your number was transferred to a Norfone service without your consent, please reach out to your original carrier. They may be able to freeze your account temporarily or reverse the port.

    2. Change Passwords for Important Accounts: This type of fraud often aims to gain access to sensitive accounts, such as banking or email accounts. Change passwords, add multi-factor authentication, and check for suspicious activity.

    3. Notify Your Bank and Other Financial Institutions: Alert your bank or any financial service where you use your mobile number for authentication. They may freeze your account temporarily to prevent unauthorised transactions.

    4. Contact the Telecommunications Industry Ombudsman (TIO): In Australia, the TIO can help you resolve disputes with telecommunications providers if your issue isn’t resolved. Visit their website to lodge a complaint if necessary.

    5. Place a Fraud Alert on Your Credit Report: In case other personal information is compromised, it’s wise to place a fraud alert with credit reporting agencies.

    6. Stay Vigilant: Monitor your bank accounts, emails, and other sensitive accounts for any unusual activity over the next few weeks. This helps ensure that no further unauthorised actions occur.

    Taking these steps quickly can help mitigate the impact of unauthorised porting on your accounts and information security.

  • This depends. Once a porting request has been made, it cannot be stopped.

    In some cases, although a request has been made, you may be able to contact your original carrier and ask them to refuse the porting request. This would then cancel the transfer.

  • There are a few reasons that your porting request may have failed.

    The most common reason is that your previous carrier has rejected the transfer. It may also be that you didn’t confirm the transfer as required, or that the number provided was not associated with your account.

  • Unfortunately, no. Once the porting request is lodged, we try to action it as fast as possible.

    However, as we require action from your previous carrier for approval, we don’t have control over the exact time that porting will take place.

  • Credit is lost when porting takes place - this is the case both for porting your number to Norfone (I.E. credit held with your previous carrier) and if you choose to transfer your number away from the Norfone network.

  • All the functions of a mobile service will be transferred (call/text/etc.)

    This does not include your previous voicemail, so we suggest that you back up any important messages prior to requesting a transfer.

Norfone home internet

  • We have a range of plans to cater for varying usage needs and budgets.

    On our website, you can learn more about the inclusions and price of each of our options, including a summary of who they are best suited to. 

    Learn more here

  • Our friendly team will assist you with the set-up of your home internet.

    Contact us here to learn more.

  • There are no limits to how many people can connect to your internet service.

    However, if you have a large number of people using the one service, you may experience low bandwidth. This means that your wifi may be slower than usual.

  • No. You can make changes to your plan at any time. It’s best to do this at the end of your billing cycle (30 days), as changes to your plan will affect your current service.

  • You can make changes to your plan at any time.

    It’s best to do this at the end of your billing cycle (30 days), as changes to your plan will affect your current service.

  • Data usage is calculated based on the amount of data sent and received by your device over the mobile network.

    This includes anything that requires an internet connection, such as browsing, streaming, downloading apps, using social media, checking email, and more.

    Here’s how data usage is typically calculated:

    1. Uploading and Downloading: Every time you upload (e.g., sharing a photo on social media) or download (e.g., streaming a video) data, the total amount of data transferred is counted toward your usage. Both incoming and outgoing data count.

    2. Data Units: Data is measured in bytes, but for simplicity, mobile data usage is usually measured in kilobytes (KB), megabytes (MB), and gigabytes (GB):

      1,024 KB = 1 MB

      1,024 MB = 1 GB

  • Most devices allow you to track data usage within Settings.

    You can also check your usage via the ‘service’ page on Norfone’s Self-Service Portal.

  • The amount of data you need depends on how you use your device. Here’s a breakdown of typical usage to help you estimate:

    Light Data Usage (1-3 GB per month)

    • Browsing: Occasional web browsing and emails

    • Social Media: Light use without much video or image streaming

    • Messaging: Primarily texting with minimal attachments

    Suitable for: Users who mostly check emails, do light web browsing, and use basic messaging.

    Moderate Data Usage (5-10 GB per month)

    • Streaming Music: Up to 1 hour daily

    • Social Media: Frequent scrolling, some images and videos

    • Browsing & Email: Regular use

    Suitable for: Users who like music streaming, browsing, and frequent social media use but avoid high-definition video.

    Heavy Data Usage (10-30 GB per month)

    • Video Streaming: Up to 1-2 hours of HD video streaming daily

    • Social Media: High usage, especially video-based apps like Instagram and TikTok

    • Video Calls: Frequent use of video calls

    Suitable for: Users who stream videos regularly and use social media intensively.

    Very Heavy Data Usage (30 GB+ per month)

    • High-Quality Streaming: 2+ hours daily in HD or 4K

    • Video Games: Frequent online gaming or downloading games

    • Large File Downloads: Regularly downloading/uploading large files

    Suitable for: Users who rely on mobile data for streaming and heavy internet activities.

Norfone portable wifi hotspot

  • Norfone handsets can be purchased online through our website, or ordered from our store at 3B Taylors Road, Burnt Pine.

    We also offer Hotspot rentals at our store and through our trusted partners.

    Find your nearest stockist here

  • To connect to your WiFi hotspot, scan the QR code on the hotspot screen using your phone camera.

    On your phone, a link will appear once the QR code has been scanned. Click this to be redirected to the Norfone self-service page. From here, enter your informaiton, select your service and settle the balance. Once you have done this, you will be connected to the Norfone network.

    After a device has been connected, all that you need to do to reconnect in the future is to scan the QR code again. This will automatically connect you to your WiFi service.

    If you are having difficulty getting set up or would like someone to assist you, contact us here

  • Maybe!

    WiFi Hotspots selected for Norfone are selected for their compatibility with our network. If you are looking to bring your own Wifi Hotspot, please ensure that it supports 4G LTE Band 3, Band 5 and/or 5G Band n77.

    As long as your hostpot isn’t locked to a different provider, you should be able to set it up for use on the Norfone network.

  • Yes!

    Renting a portable WiFi hotspot is a great option if you are only visiting the island, or aren’t ready to commit to the cost of purchasing one outright.

    Once you have collected your hotspot from us, or one of our trusted partners, you simply scan the QR code on the screen and select a data plan that works best for you.

Service Questions

  • Generally, a new service will be activated instantly.

    Once you put your new SIM card in and set up an account through our Self-Service portal, you will immediately be able to make calls and browse the internet.

    If your service doesn’t immediately activate, please contact us for support.

  • If your service has taken longer than 24 hours to transfer, something may have gone wrong.

    Reach out to our team here and let’s get you connected.

  • Porting is usually completed within two business days of the transfer request. However, because we require action from your previous carrier to approve the transfer, this may take a little longer.

  • If you’re interested in bundling your services, reach out to us here and let’s chat about how we can help.

Norfone Handsets

  • Norfone handsets can be purchased online through our website, or ordered from our store at 3B Taylors Road, Burnt Pine.

    Our partners also stock hotspots, you can find them here

  • We do not currently offer handset rentals.

    However, we always try to listen to the market. If this is something that you feel Norfolk Island can benefit from, contact us and we will make a note of it.

  • Yes. All handsets purchased through our website and in-store will come with a free Norfone SIM card.

    By default, this will be a physical SIM card, but we are happy to provide an ESIM if that is your preference.

  • We do not currently have a program in place for buy-backs.

    However, if you are looking to sell your Norfone handset, we are happy to keep note of your details and pass on your information to anyone looking for a pre-loved device.

  • No, you don’t need a Norfone handset to use the Norfone network.

    You can use any unlocked, compatible handset that supports the network’s frequencies. Simply insert your Norfone SIM card to get started.

  • Information on the Norfone handsets can be found right here on the website!

    This includes information on the specifications, price and variations for each handset.

Norfone Business 

(coming soon)

  • Book an in-store appointment via our website here. When you arrive, we will help you to set up your business account, which allows you to manage multiple services.

  • Normal services are month-to-month, however, some business services may require a contracted period. We’ll discuss this as part of the signup process.

  • You can add as many as you’d like, there is no restriction on users.

  • To add a new contact to your business plan, use the Norfone Customer Service Portal. Add a new contact on the ‘Contacts’ page, and allocate the contact type.

  • Data usage is calculated based on the amount of data sent and received by your device over the mobile network.

    This includes anything that requires an internet connection, such as browsing, streaming, downloading apps, using social media, checking email, and more.

    Here’s how data usage is typically calculated:

    Uploading and Downloading: Every time you upload (e.g., sharing a photo on social media) or download (e.g., streaming a video) data, the total amount of data transferred is counted toward your usage. Both incoming and outgoing data count.

    Data Units: Data is measured in bytes, but for simplicity, mobile data usage is usually measured in kilobytes (KB), megabytes (MB), and gigabytes (GB):

    1,024 KB = 1 MB

    1,024 MB = 1 GB

  • You can check your data usage at any time using the Norfone Customer Service Portal.

  • The amount of data you need depends on how you use your device. Here’s a breakdown of typical usage to help you estimate:

    Light Data Usage (1-3 GB per month)

    • Browsing: Occasional web browsing and emails

    • Social Media: Light use without much video or image streaming

    • Messaging: Primarily texting with minimal attachments

    Suitable for: Users who mostly check emails, do light web browsing, and use basic messaging.

    Moderate Data Usage (5-10 GB per month)

    • Streaming Music: Up to 1 hour daily

    • Social Media: Frequent scrolling, some images and videos

    • Browsing & Email: Regular use

    Suitable for: Users who like music streaming, browsing, and frequent social media use but avoid high-definition video.

    Heavy Data Usage (10-30 GB per month)

    • Video Streaming: Up to 1-2 hours of HD video streaming daily

    • Social Media: High usage, especially video-based apps like Instagram and TikTok

    • Video Calls: Frequent use of video calls

    Suitable for: Users who stream videos regularly and use social media intensively.

    Very Heavy Data Usage (30 GB+ per month)

    • High-Quality Streaming: 2+ hours daily in HD or 4K

    • Video Games: Frequent online gaming or downloading games

    • Large File Downloads: Regularly downloading/uploading large files

    Suitable for: Users who rely on mobile data for streaming and heavy internet activities.

  • Norfone Business is still a work in progress. Sign up to our mailing list to be the first to know when this service goes live!