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GPea
New Contributor
New Contributor

4G not working, symvol visible but not loading

I never had any issues prior to this but in the last month my 4G mobile internet connection has stopped working. It can still load Facebook and searches in google but that is it. The 4G symbol is visible and connected.
Nothing has changed with my service or hardware (Samsung s8). I have changed the settings to now use 3G but it is very slow and unreliable.
I have spoken to numerous people in tech support to reset network, APN etc but still an ongoing issue.
Any advice would be greatly appreciated.
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Jack_YC
Moderator
Moderator

Re: 4G not working, symvol visible but not loading

Hi there @GPea, thanks for reaching out.  I know it sounds obvious, but the first thing I would do if you haven't already is power cycle your mobile device. After trying that, I suggest turning Aeroplane mode on for a few minutes then switching it off again and testing your connection. 

If you do have another mobile device, I suggest testing your SIM in the other device to see if the issue persists. This can sometimes isolate whether it is a SIM/network issue or there is a fault with your mobile. 

Another thing I recommend checking is our Network Status page. You can go to that site and search for your location to see if there are any network issues in your area.

If you do require any further assistance, please send us a message via the My Optus App so that we can follow up on this for you. 

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

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