Postpaid Music and Mobile TV Streaming FAQs

[#1]

 Endless music. Endless entertainment. 

If you’re an Optus customer with an eligible plan, you can enjoy streaming endless music through selected streaming service apps: Google Play Music, iHeart Radio and Spotify and endless TV and movies from Netflix, Stan, ABC iview, ABC KIDS iview, ABC ME and other entertainment apps without using your plan’s data. For more information, please take a look at our Music and Mobile TV Streaming FAQs below.

Postpaid Music

Is the offer available to all Optus customers?

As long as you’re on or sign up to an eligible Optus mobile or mobile broadband plan you can enjoy data free music streaming. You can find out more about eligible plans here. If you’re a new customer, you can add data free music streaming when you purchase your plan. If you’re an existing customer, you can add data free music streaming in My Account within the Entertainment section.

Which mobile and mobile broadband services are eligible?

Data free music streaming is available at no extra cost on selected plans for Optus customers. If you have an existing Optus mobile or mobile broadband service you can check your eligibility and turn on data free music streaming in My Account within the Entertainment section. Data free music streaming is also available for eligible prepaid customers, find out more at www.optus.com.au/prepaidmusic

Here's the list of Postpaid plans eligible for data free Music streaming:

• My Plan Plus $30+ plans
• My Plan Business $30+ plans
• My Plan Business Tech Fund $30+ plans
• My Plan SIM only and My Plan Business SIM $30+ plans
• My Mobile Broadband Plus (24 month only) $30+ plans
• Mobile Broadband Business (24 month only) $30+ plans
• My Mobile Broadband (SIM only) $30+ plans
• Mobile Broadband Business (SIM only) $30+ plans

Are the subscriptions to the participating streaming services included?

No, paid subscription fees for premium versions of the streaming services are not included.  

How do I get data free music streaming?

New Optus postpaid customer – If you’re signing up to a new postpaid plan where music streaming is included, you’ll automatically be signed up to data free music streaming. You can choose to switch this off if you’d prefer.

Please note, there will be a delay, usually only a few hours, before data free music streaming is ready to go. You’ll receive an SMS or email to let you know when you can start streaming music from the participating streaming apps data free.  Please wait for this confirmation from us before you start streaming as any streaming you do on those apps before then won’t be data free.

Existing Optus Customer – If you already have an eligible plan, you’ll need to activate data free music streaming before you can start streaming music from the participating streaming apps data free. Login to My Account, and click on the Entertainment section to activate data free music streaming.   

If your plan isn’t eligible, you’ll need to move onto a plan which is. Contact us for more info or you can find out more about eligible plans here.

Please note, there will be a delay, usually only a few hours, before data free music streaming is ready to go. You’ll receive an SMS or email to let you know when you can start streaming music from the participating streaming apps data free.  Please wait for this confirmation from us before you start streaming as any streaming you do on those apps before then won’t be data free.

Optus prepaid customer: Data free music streaming is also available for eligible prepaid customers, find out more at www.optus.com.au/prepaidmusic.

I’m an existing Optus customer, how do I know if my plan is eligible for data free music streaming?

To find out if your current plan is eligible for data free music streaming, head to My Account and click on the Entertainment section or contact us. You can also find out more about eligible plans here.

How will I know if data free music streaming has been activated?

There will be a delay, usually only a few hours, before data free music streaming is ready to go. You’ll receive an SMS or email to let you know when you can start streaming music from the participating streaming apps data free.  Please wait for this confirmation from us before you start streaming as any streaming you do on those apps before then won’t be data free.

What quality of streaming can I expect?

Your streaming service has been designed to not exceed 512 kbps. This speed is for a single stream on mobile and tablet devices, so you can enjoy your favourite music on the included music service apps when you’re out and about.

Do I get data free music streaming on all music apps?

No, the included apps are Google Play Music, iHeartRadio and Spotify.

Do I have to stream through one of the streaming services apps or can I stream through a web browser like Google Chrome?

You can only stream music without using your data on the Google Play Music, iHeartRadio and Spotify apps on your phone or tablet.  If you stream music via the websites of the music providers on your phone, this will use your included data. So don’t forget that data free music streaming is only available via the selected streaming service apps on a phone or tablet.

Can I stream music without using my data when I’m overseas?

No, data free music streaming is only for use in Australia. You’ll be charged roaming rates for data used with any music app when overseas.

Will data free music streaming work on all my devices if I Data Pool?

No, data free music streaming will only work on the service which has data free music streaming activated onto its plan.

Why have I used data from my plan when all I’ve done is streamed music on the participating music streaming apps?

There are some functions within the apps that are excluded from the offer and will use data from your plan. These include:

• Video streaming
• Album artwork displayed on screen
• Advertisements that the service providers may insert into the app, these can be video ads or banner ads
• Any analytics sent from the music provider to understand your music preferences and usage
• Authentication, for example, when the app confirms your login

Also, music will only be zero-rated when it is streamed through the participating apps for mobile phones and tablets. Use of third party apps which access the participating music apps, such as Sonos, are excluded.

I no longer want to have access to data free music streaming; can I remove this from my plan?

Yes, you can remove data free music streaming from your service. You can do this within the Entertainment section when you login to My Account or by contacting us.

If I choose to remove data free music streaming from my plan, when will that removal take effect?

This depends on your situation:

• I have stayed on the same mobile plan and only removed data free music streaming.

Removal of data free music streaming will take effect from the start of your next bill cycle. From your next bill cycle onwards, any music streaming you do through the participating music streaming apps will incur normal data charges.

• I have changed my mobile plan and also removed data free music streaming.

Removal of data free music streaming will take effect from the start of the bill cycle of your new plan. From your new plan’s first bill cycle onwards, any music streaming you do through the participating music streaming apps will incur normal data charges.

Can I tether or share my data free music streaming?

Data free music streaming is not suitable for tethering or hot-spotting to multiple devices. If you do tether and use your phone to stream music, it may use your included data. Your streaming service has been designed to not exceed 512 kbps. This speed is for a single stream on mobile and tablet devices, so you can enjoy your favourite music on the included music service apps when you’re out and about.

What if I am using a VPN?

Streaming music through the participating streaming apps while connected to a VPN (Virtual Private Network) will not be data free. This is because we won’t be able to detect your music streaming traffic.

Will you be adding more music streaming services in the future?

We’ll continue to review the participating streaming services and may add more in the future. The participating streaming services are subject to change at any time.

Will my streaming of the participating music streaming services be slowed after reaching a certain data limit?

 No, data free music streaming through the participating streaming services will not be slowed if a certain data limit is reached.  Please see your plan information for more details on your data inclusions.

 Mobile TV

Is the offer available to all Optus customers?

As long as you’re on or sign up to an eligible Optus postpaid mobile or mobile broadband plan you can enjoy data free Mobile TV streaming. You can find out more about eligible plans here. If you’re a new customer, you can add data free Mobile TV streaming when you purchase your plan. If you’re an existing customer, you can add data free Mobile TV streaming in My Account within the Entertainment section.

Which mobile and mobile broadband plans are eligible?

Data free Mobile TV streaming is available on selected Postpaid Mobile Phone, BYO and Mobile Broadband plans for Optus customers. For new and recontracting customers,  data free Mobile TV streaming is available on all 24 month My Plan Plus, 24 Month My Plan Flex, 12 Month My Plan Plus SIM Only plan or 24 Month My Mobile Broadband $35+ plans. If you have an existing Optus postpaid mobile or mobile broadband service you can check your eligibility in My Account or through the My Optus App and if eligible, turn on data free Mobile TV streaming within the Entertainment section.

Is Mobile TV streaming available on SIM Only plans?

No, data free Mobile TV streaming isn’t available on postpaid mobile SIM Only or mobile broadband SIM Only plans.

Is Mobile TV streaming available on prepaid plans?

No, data free Mobile TV streaming isn’t available on prepaid plans.

Are the subscriptions to Netflix and Stan included?

No, Netflix and Stan subscriptions aren’t included. You’ll need to subscribe to the Mobile TV streaming services.

How do I get data free Mobile TV streaming?

• New Optus postpaid customer – If you’re signing up to a new plan where Mobile TV streaming is included, you’ll automatically be signed up to data free Mobile TV streaming. You can choose to switch this off if you’d prefer.

Please note there will be a delay, usually only a few hours, before Mobile TV streaming is ready to go. We’ll send an SMS or email to let you know when you can start streaming your content data free. Please wait for this confirmation from us before you start streaming as any streaming you do on our Mobile TV streaming services before this won’t be data free.

• Existing Optus Customer – If you already have an eligible plan, you’ll need to activate data free Mobile TV streaming before you can start streaming movies and TV from our Mobile TV streaming services data free. Login to My Account, and click on the Entertainment section to activate data free Mobile TV streaming.   
  
  

If your plan isn’t eligible you’ll need to move onto a plan which is. Contact us for more info and find out more about eligible plans here.

Please note there will be a delay, usually only a few hours, before Mobile TV streaming is ready to go. We’ll send an SMS or email to let you know when you can start streaming from our Mobile TV streaming services data free. Please wait for this confirmation from us before you start streaming as any streaming you do from the Mobile TV streaming services before this won’t be data free.

I’m an existing Optus customer, how do I know if my plan is eligible for data free Mobile TV streaming?

To find out if your current plan is eligible for data free Mobile TV streaming, head to My Account and click on the Entertainment section or contact us. You can also find out more about eligible plans here.

How will I know if data free Mobile TV streaming has been activated?

Please note there will be a delay, usually only a few hours, before Mobile TV streaming is ready to go. We’ll send an SMS or email to let you know when you can start streaming from the Mobile TV streaming services data free. Please wait for this confirmation from us before you start streaming as any streaming you do before this won’t be data free.

What does the video quality look like on my device?

Video will be streamed in standard definition up to 1.5Mbps. This speed is for a single stream on mobile and tablet devices, so you enjoy your favourite movies and TV shows when you’re out and about. You might get some pixilation for the first 30 seconds or so of your stream as your app calibrates to the network. To get the best experience, we recommend you use the Mobile TV streaming services mobile and tablet apps and set the quality to “Auto”.  

How does this work when I’m on WiFi?

If you stream through WiFi we won’t optimise your video. The quality will vary depending on the app settings and your WiFi internet service provider. This may use data from your home internet plan.

Which apps are data free Mobile TV streaming available on?

Data free Mobile TV streaming is available through the Mobile TV streaming services' apps. It’s important to note that some streaming services may not have apps available on all device operating systems.

Can I stream Mobile TV content data free through a web browser like Google Chrome?

For the best viewing experience we recommend you use the Mobile TV streaming services mobile and tablet apps and set the video quality to “Auto”. If you use a web browser to stream TV shows and movies from the Mobile TV streaming services, this will still be data free.

Can I stream Mobile TV data free when I’m overseas?

No, data free Mobile TV streaming is only for use in Australia. You’ll be charged roaming rates for data used if you stream from our Mobile TVstreaming services while you’re overseas.

Can I stream Mobile TV data free on any device?

You’ll experience Mobile TV streaming the best on an Optus-supplied 4G compatible device. If you wish to stream Mobile TV data free on a non-Optus supplied device or an Optus-supplied device that is not 4G compatible, you may not have the best viewing experience. Check your device to see if it is Optus 4G compatible. You can find out more about Optus 4G mobile network device compatibility here.

Will data free Mobile TV streaming work on all my devices if I Data Pool?

No, data free Mobile TV streaming will only work on the service for which it has been activated.

Why have I used data from my plan when all I’ve done is stream content on the Mobile TV streaming services?

There are some functions and content within the apps that are excluded from the offer and will use data from your plan. These include:

• Video downloads
• Advertisements that the streaming service provider may insert into the app, these can be video ads or banner ads
• Any analytics sent from the streaming services to understand your video preferences and usage
• Authentication, for example, when the service confirms your login

Also, streaming on TVs (such as Chromecast and Apple TV) is excluded and will use data on your plan.  

What if I want to watch content in high definition?

If you want to stream TV shows and movies from the Mobile TV streaming services in High Definition you can remove data free Mobile TV streaming in My Account by clicking the Entertainment section. It’s important to note that by removing this, any TV shows and movies you stream from the Mobile TV streaming services will no longer be data free and will use data from your plan.

I no longer want to have access to data free Mobile TV streaming, can I remove this from my plan?

Yes, you can remove data free Mobile TV streaming from your service. You can do this using My Account or by contacting us.

When will the removal of data free Mobile TV streaming take effect?

This depends on your situation:

• I have stayed on the same mobile plan and only removed data free Mobile TV streaming.

Removal of data free Mobile TV streaming will take effect from the start of your next bill cycle. From the start of your next bill cycle onwards, any streaming you do through the Mobile TV streaming services will incur normal data charges.

• I have changed my mobile plan and also removed data free Mobile TV streaming.

Removal of data free Mobile TV streaming will take effect from the start of the bill cycle of your new plan. From the start of your new plan’s first bill cycle onwards, any streaming you do through the Mobile TV streaming services will incur normal data charges.

Can I tether or share my data free Mobile TV streaming?

Data free Mobile TV streaming is not suitable for tethering, hot-spotting to multiple devices or streaming to a bigger screen using services such as Chromecast or Apple AirPlay. If you do tether or stream to a bigger screen, it may use your included data.

What if I am using a VPN?

Streaming while connected to a VPN (Virtual Private Network) won’t be data free. This is because we won’t be able to detect your streaming traffic.

Will you be adding more streaming services in the future

We’ll continue to review the participating streaming services and may add more in the future. The participating streaming services are subject to change at any time.

Will my streaming be slowed after reaching a certain data limit?

No, data free Mobile TV streaming will not be slowed if a certain data limit is reached.  Please see your plan information for more details on your data inclusions.

Will my streaming of other video content be affected if I have data free Mobile TV streaming?

No, other than the Mobile TV streaming services, the viewing of other content such as YouTube will not be affected if you have data free Mobile TV streaming. Video from the Mobile TV streaming services will be streamed in standard definition up to 1.5Mbps.

With the new Netflix Download and Go feature, if I want to download a Netflix TV show or movie and I am an Optus Mobile TV streaming customer, will this be data free?

Yes, if you are an Optus Mobile TV streaming customer and you have a subscription to Netflix, you can download Netflix video content data free. The download speed will be limited to 1.5Mbps so we suggest you use Wi-Fi to download or watch it on the go without using your data.

Got a question that hasn’t been answered in our FAQs? Click the comment button and ask us below.

The Details

All for use in Australia. Fair Go Policy applies . Stream SD video up to 1.5Mbps & music up to 512kbps. Streaming services subject to change at any time. Content such as ads, authentication & app analytics are excluded and will incur data charges. Streaming services may require paid subscription fees & may not have apps available on all mobile operating systems. Not suitable for HD quality video. Suitable for one stream per service on mobile & tablet devices only.

[#2]

When will the Entertainment section be available within My Account?

[#3]

What's the reasoning for SIM only being excluded (Mobile TV)?

I'm still on a 12 month contract paying $40 a month, seems a bit harsh to exclude these customers.

[#4]

Does both tv and music  activate at same time? as in i dont need to log in and change from music to tv?

[#5]

Wozzer - it's in there now, I just added mine!

Ricko - there's 2 separate sections in My Account so they look like separate products.. but you wouldn't need to change between them as required.

[#6]

Heya stenix, at this point in time we haven't extended this offer to SIM only plans. Happy to pass your feedback on.

[#7]

If I stream google play music while using android auto in my car connected via USB, does that still count as free streaming? Or would that be classified as tethering?

[#8]

i rang today and spoke to a lady at optus she gave me my user name and password for premier league app and how to log onto the app and none of the user names or passwords are reconised why is this????

[#9]

Hey Mike73, we can't guarantee that using this will ensure your usage is unmetered.

Have you signed up for the offer in My Account?

If so have you tried this function out?

I'm chasing this up with our Marketing team to see if they can confirm more info about this function.

I'll let you know how I go.

[#10]

Hi Everyone, 

Is there any chance that Apple Music will be included in the streaming music? Hope so!

Thanks

[#11]

Hey there @MsMaryMac - it's not something that we're currently offering, sorry!

[#12]

Streamed today from my Spotify app but it still used my data. It's definitely activated in My Account. Spotify streams don't go above 320kbps. Any ideas?

[#13]

Hey Lyons86,

Could you confirm where about you're seeing the usage. We'd still report the usage in the "Insights" tab, however it shouldn't count to your overall data used on your service.  

Nam

[#14]

Disappointed with you Optus. Been with you over a year. Im in a post pay plan and saw the free streaming data offer and topped up $30. I have been streaming spotify only and imagine my surprise when i receive a text saying I have less than 100MB left after 7 days. Usually 3GB will last me a whole month. Misleading advertising and I hope you can reimburse me for the data.

[#15]

Can I have the music and tv activated 

[#16]

@Roosy95. If you log in to My Account and check the 'Entertainment' section at the top, you'll be able to check if your plan is eligible. Guy

[#17]

Hi Optus, 

Under my plan I currently have the Free Unlimited Music with Spotify etc. 

However I can see under my Data Usage Insights that Spotify is using my data, why is that? 

Shouldn't it not be using my plan's data. 

[#18]

Hey vickaii - there's a note at the bottom of the Insights page (bit hard to read though) that says Insights includes zero rated data.

[#19]

Is watching Netflix free to watch I do have a subscription but it still uses my data

[#20]

Netflix is eligible as part of this offer, have you added the Mobile TV pack to your plan? Head to My Account and click on the Entertainment section at the top, this will give you the option to enable Mobile TV if your plan is eligible.

[#21]

I have activated it and it says in the insight part it show its used data

[#22]

I know as a FACT that Netflix is using my data allowance with the TV activated with a Netflix account.

I zeroed my mobile data yesterday morning on my phone and watched Netflix on my way home yesterday on the train. Today the total data usage according to the iphone is 1.5Gb of that 1.4Gb is Netflix. I went on the website and checked my detailed usage transaction report and I got a 553Mb lump on my usage at 5.10pm when I got on the train and another lump of 431Mb "free" data, again while watching Netflix on the train (I stopped watching at 6.20).

I also get stupidly sized lumps of 100Mb-300Mb while asleep or having breakfast on WIFI and a 400Mb lump while was walking 30 mins over the Sydney Bridge while talking wife on my phone, all in my allowance.

My usage starts the 9th of the month and so far I have nearly 2.8Gb of a 15Gb allowance after 4 days with insights saying that 82.1% is Netflix.

Netflix quality is set at "Auto" as we have been told but even there is inconsistant usage.

So, what's happening? I would love an answer and I will elevate it if I need to in case it *isses me off soon.

[#23]

I've signed up for data free this streaming. But my data is being used. WHY? I got the text confirmation and everything. 

[#24]

I currently have the $10 discount (linked to home optus service) applied to my $80 phone plan.  When I go to activate the stream TV option, it says 'service pending' and I cannot activate the stream TV services until the pending service has been completed.  

I've had the $10 discount for about 3 years now..... Is it a case where I don't qualify for the free stream or that there is indeed a pending service?  I activated the free music stream service just fine. 

[#25]

Hmm that's unusual Caitlondon The data will still show in your insights however it will be $0 rated and won't come from your monthly usage.

Sounds like a change is coming on your account that's stopping you from adding the change in our system Studone. Did you organise a change (upgrade the service, re-contract, change plan etc) recently that might be stopping this from going through?

[#26]

Hi, How can I find out which music streaming services I can use for my free music downloads?

[#27]

Will there ever be data free youtube streaming? That is literally all I want to be data free as I use my iPad to watch videos. It says I can't adjust the quality of youtube videos while using mobile data.

[#28]

Hey @Steeve! All of the free streaming apps are mentioned in the first sentence. Please let us know if you need any further clarification.

[#29]

Nothing in the works for free YouTube streaming at this stage, @THATISBAD!

[#30]

Are podcasts included in the free streaming through iheartradio? I can't find any information to tell me yes or no.

[#31]

Hey DannyS - it's any streamed content. If you've downloaded the podcast and are listening to it later, it won't be included. 

[#32]

Hi, I'm looking to change to optus and was wondering whether when I sign a new contract if the music streaming without using data lasts for the length of the whole contract. My current provider has an expiration date to this service in around 1 year, so want to change!

Thanks

[#33]

Hey @Charl - it's for the length of the plan and then after that  

[#34]

I'm trying to activate my data free Tc streaming but it keeps saying I have changes being made to my account so it is unavailable right now. However there are no changes I am aware of being made. I changed plans a few months ago and received texts to say music and premier league subscriptions were available but not tv streaming. How do I fix this?

[#35]

Hey @Jennac, sounds like there's something going on in our back end systems. Are you able to send us through a private message? We'd need your full name, DOB and mobile number. We can even manually add this on for you from our end Dan 

[#36]

I just got a text saying my optus tv will be available soon... Well that's nice but I didn't order optus tv, I just ordered a phone on a $40 plan! So this better be free or I'll cancel it. 

[#37]

Hey Nm1962 - not good to hear, sorry for the late reply to your comment. If you're needing this followed up, please chat with our Care team here.

[#38]

I turned my data off to ensure that I didnt use any of my data while watching Netflix but it doesn't work at all while my data is off which leads me to believe that this in fact does use data  

I don't have home internet right now and I thought this was going to be a great option for me.

[#39]

Why did I just get sent a text saying "we've received your order for optus tv and music download"? ???!!!!!! 

I didn't order that?! 

I order a s8 with a plan about 2 weeks ago (pre ordered on the 27th/04) that hasn't even been dispatched yet! 

I cannot beleive how bad optus are, it's pathetic I cant even get my damn phone let alone get the order right!!

Really, really annoyed by this crap. 

Can someone get in contact with me and get rid of this.

I am very close to getting a 3rd party involved and getting out of my contract and never using optus again... 

One very, very let down customer here. 

[#40]

Hey Zach1991! When upgrading or ordering a new service and the offer you're on includes the above, we send this SMS out to you. Generally once the SMS is sent, the phone is delivered out within the next day or two. 

[#41]

Hi pete.

As long as I'm not being charged the extra $10 or however much per month for each service. 

When I chose my plan with the phone i made sure I didn't ask for the optus tv and music streaming.. 

So as long as I'm not being charged for services, I will ignore said text messages. 

[#42]

Hey Zach1991,

You're certainly welcome to PM us your mobile number, date of birth and full name & we can confirm that for you.

[#43]

Can you clarify the settings required for the Netflix app on an iPhone 8 running the latest software, so that data free mobile tv is used without data charges ?

I’d especially like to know the setting in App Settings for Video Playback, as there seem to be different opinions about what this should be set to. 

I’m also a new customer and haven’t received an email or text telling me tv streaming is active, but it shows as active in the Yes Optus app (and a chat consultant said I could start using it). Should I have received written confirmation though?

thanks.

[#44]

Hi @Annae123, if this is shown active in the App or in My account this should  be fine. With regards to Netflix App settings, this is fine as well. Once the app is installed your usage from the App will be un metered. 

[#45]

Good