felixmobile.com.au Avis 120

I originally signed up due to Felix offering unlimited data at a reasonable price, however; after only being with them for less than 24hrs I changed back to my original provider.

The coverage is extremely poor, it would drop in and out of service, have 1bar coverage and also it would take quite some time to load a browser page.

I’ve been with FelixMobile for over five years. During normal usage in metro areas, the service works fine — as expected when you're in a strong signal zone. However, what defines a reliable provider is not how it performs when things are fine, but how it handles things when they go wrong. And this is where FelixMobile has let me down time and time again.

Any time I’ve encountered a service issue, the support process becomes a frustrating, repetitive loop: reset your phone, reboot your network settings, try again. It’s like reading from a script with no end in sight. There’s never a deeper investigation, no acknowledgment of the time wasted, and absolutely no proactive compensation or escalation. The message I get as a long-term customer is: “Take it or leave it.”

But the recent experience has truly pushed me over the edge.

I traveled to China and activated international roaming. Despite doing everything required, I was completely unable to make or receive international calls. Over four days, I contacted Felix support — again and again — and went through the same mindless troubleshooting steps over and over again. Nothing worked.

To make matters worse, the support agent made a false claim, stating my iPhone wasn't purchased in Australia — implying that the problem was my device. Luckily, I was able to dig up the original invoice proving I bought it at Broadway Shopping Centre in Sydney. Only then did they apologise. But what if I didn’t have that receipt? Would they continue to gaslight me to avoid accountability?

Even after all of that, they refused to issue a refund or any form of compensation, despite the fact that I:

Missed important business calls

Couldn’t receive calls from friends or family

Lost hours of time due to unproductive back-and-forth

Received zero resolution or working service

They said it needed two more days for the “technical team” to investigate. But as of writing this review — five days later — the issue remains unresolved.

Worst experience ever!

Basically no customer service, I had an instance where my phone was broken and they would not replace my eSim, this meant I could not use 2FA for my job and cost me hundreds of dollars. Buyer beware! Also the internet is extremely slow.

As a new customer, I expected a smoother experience, but activating my SIM was a nightmare. It took 10 minutes just to reach a human, with the rest of the time stuck with bots. Even then, responses were painfully slow—20–30 minutes per reply. When I provided my number for porting, I had to wait another 30 minutes, and if the app logged out, I had to start all over again.

This process is frustrating, inefficient, and extremely disappointing. I hope the service improves response times and makes support more user-friendly.

Currently using this in overseas. I switched from Optus to felix because their roaming deal was amazing. The switch was seamless with e-sim and was transferred the number to felix within 5 mins . Roaming was great with very good coverage in Sri Lanka. I would highly recommend.

This is the worst mobile supplier I ever used!!! The signal sucks even I stay at home. And I paid extra money for international calls service, and unfortunately this service nearly never work! Every time when I urgently made an international call, it always told me the service currently unavailable.

Unlimited data fast speed very reliable great stuff customer support could be a little better though

Felix mobile is absolutely the worst mobile service available with zero customer service slow speeds and constant dropouts ! Do yourself a favour and avoid this useless company !

Felix has zero coverage in my region, despite the map indicating coverage. I immediately started trying to contact customer support to close my account, it's taken 7 days of trying before I got in touch with "Clem" who told me that they couldn't close my account without sms verification, but I have no service!!! so How TF can I cancel?

SCAM DONT DO IT
they are charging me for two subscriptions then told me they can’t do anything about it while only giving me one data plan out of both they are taking $75 form me every month

DONT DO IT
IT Takes 2 days if you’re porting a service
You have no phone service for that period
DISGUSTING

I must admit that if you require any assistance you will have better luck not even bothering. 4 and a half hours ive been waiting for someone to connect with me through their apps live chat and im still waiting as I write this review. Surely felix have staff and surely in today's times telcos can't expect to run a service without having a contact number should assistance be sought. The only thing that is keeping me from walking is the price. Even though felix use Vodafone and reception can be pretty lame depending where you are, the whole customer satisfaction thing is close to non existent with felix. Each to their own.

Non existent customer service. Only offers live chat and wait times are hours and hours long. I never even managed to get in touch with anyone.

You're Felix service is the worst I have ever had, I rarely had no signal for network data and also unable to make phone calls, I found it hard to contact a real person to get help because you're customer service help did not want to help me get in contact with a team service and when I finally got in the waiting cue, I had to wait over 3 hrs. Goodbye and goodriddence.. a horrible business. My recommendations are close it down. Pathetic Business

I see every single reply felix has to a bad review of their customer service (or lack thereof) being "We appreciate your patience but we will still love to help you". It is simply delusional for a company to run solely on chatbots and expect their customers to be happy. It has taken me 5 hours waiting on a reply for my chatbot enquiry and YES, before you suggest it, I've tried Whatsapp too. And yes, I have been patched through and in the queue for an agent. I'm now stuck here with no wifi or data since my previous provider cut me off, which is no fault of Felix but I expected way more efficient service. Wont be surprised that Felix is quicker to reply in these trustpilot reviews than to customer enquiries in their chatbot.

Surely the employees are stretched thin and its time for management to introduce either more customer service agents or have a number that people can actually call for urgent enquiries. Will be cancelling my plans for the whole family, thats 5 accounts, felix.

Tried switching to Felix last 2 days ago but it was an absolute nightmare. Do not go to this company. I was that messed around for hours and then the live chat guy threatened they were going to keep my mobile number I've had for the last 26 years. I was horrified. By the way Felix this is illegal so I'm writing a full complaint against you to the TIO. I actually had a panic attack after dealing with this. Disgusting behaviour by your staff. If I could you'd get a minus 10 👎 hang on you didn't sort anything for me! What a liar. Your response is a joke. You don't care about any customers. I didn't get any service from you at all. You stole $10 from me and I couldn't use my phone you bunch of idiots. I'm a disability pensioner and you don't give a crap. Where is my refund? You blatantly took my money but I got no use from you at all. How many people do you rip off every day of the week? Getting loads of money off unsuspecting victims. You go f yourself I am going to sue you for your inconvenience and incompetence. Please no one switch to this gutter brand of a "mobile" carrier!!!!!!!!!!

Customer service is non-existent with Felix Mobile. If you manage to get past the ridiculous "bott" and chat with a "real person", they will go out of their way to inform you, several times, "there is nothing we can do about that." I received a message from an agent after my poor review on Product Review, asking me to contact them as they would love to sort out the issue. Had to go through the chat however as no other way of contacting them. Did this, took the best part of a day, only to be told "we can't do anything about that". They are cheap but unfortunately, cheap, nasty and untrustworthy. Others maybe a bit more expensive but at least with most you can actually speak to someone, not here. Such a shame, as initially I was very happy with them. Will be leaving as soon as this month is up.

This service is amazing. I'm paying $20 a month($40 after three months) for unlimited data, calls and texts. The internet speeds are great and are faster than my nbn wifi at home. I really dont know why the rating for this service is so low. When running a speed test I got 23.1 Mbps download and 10.87 Mbps upload.

**** The response provided is AI written and doesn’t even acknowledge that I am already overseas. It’s no wonder the reviews are below satisfactory, quite frankly abysmal.

I requested assistance to add an international roaming pack and was advised that I would need to pay an additional $25 for a voice service that is only active within Australia, despite already being overseas and unable to use the service.

Despite my reasonable request for a manual adjustment, Felix Mobile refused to assist. After they declined, I informed them I would escalate the matter to the Telecommunications Industry Ombudsman (TIO).

Following this, I received an unprofessional response from a Felix representative in the live chat stating: “Have a great rest of your day 🍑.”
Using an emoji with inappropriate connotations during formal complaint handling is unacceptable. This conduct breaches the Telecommunications Consumer Complaints Handling Industry Standard 2018, made under subsection 125AA(1) of the Telecommunications Act 1997 (Cth). It also raises concerns under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) regarding the requirement to provide services with due care and skill and to engage in fair conduct.

I have lodged formal complaints with both the Telecommunications Industry Ombudsman (TIO) and the Australian Communications and Media Authority (ACMA). This experience reflects poorly on Felix Mobile’s approach to customer service and complaint resolution.

Terrible service. Asked a customer service representative, if I disconnected early will I receive a refund for days not used, and received a written answer that I will. When I actually disconnected after moving to another provider, they refused to refund me although I sent a snapshot of the conversation!!!
Eventually received a partial refund.