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Online Community Manager
Online Community Manager

Troubleshooting your Mobile & Mobile Broadband connection

These tips can help resolve connection, speed and internet access whilst working from home.

Before you begin:

  • Switch your device off completely, wait for 30 seconds, turn it back on and then re-test
  • If you have an iPhone, you may also want to reset your network setting. This will reboot your phone and delete any WiFi passwords that have been saved on your device,  nothing else will be deleted. Tap Settings > General > Reset > Reset Network Settings
  • Check our Network Status page to ensure there are no planned or unplanned outages in your area. If there is a live outage, you'll be prompted to log your fault. We’ll keep you updated, via  SMS, as we work to resolve the issue
  • Download Optus @Home app, this will allow you to do the following:
    • Check the status and speed of your internet connection
    • Reboot your modem
    • See connected devices
    • Change your WiFi network name (SSID) as well as your WiFi key (password)
  • Detach all other pieces of equipment where possible and disconnect everything from your WiFi Network other than the device you’re using.

For troubleshooting steps specific to your mobile and/or modem, check out our Device Guides, otherwise follow the troubleshooting steps below:

   No internet connection
  1. Restart your modem
  2. Ensure the WAN, Internet or @ light is on, and green
  3. Check wall sockets, power cables, Internet and NBN equipment are plugged in, clear from obstructions, and are not damaged
  4. Try alternate cabling if available, and/or replace damaged cabling.
  5. Restart your mobile, laptop, desktop or media devices i.e. TV's, game consoles or set- top-boxes (such as Fetch TV)
  6. Ensure WiFi is enabled; the WiFi light should be flashing
  7. Disable and then re-enable WiFi on your devices and modem (some modems do have a WiFi on/off switch
  8. Connect using a LAN/Ethernet cable as this will rule out an Optus network issue as the potential cause
Can't make or receive calls
  1. Switch your device off completely, wait for 30 seconds, turn it back on and then re-test
  2. Disable your device from all WiFi connections and test
  3. Check our Network Status page to ensure there are no planned or unplanned outages in your area. If there is a live outage, you'll be prompted to log your fault. We’ll keep you updated by SMS updates as we work to resolve the issue
  4. Check your devise call settings are correct, see Device Guides
  5. If it is number specific, check to see the number hasn’t been blocked, see Device Guides
  6. If you have a fixed internet service try downloading our WiFi Calling App
Can't send or receive messages 
  1. Switch your device off completely, wait for 30 seconds, turn it back on and then re-test
  2. Disable your device from all WiFi connections and re-test on the Optus mobile network
  3. If using an iPhone, disable iMessage to make sure it is an SMS issue
  4. Check our Network Status page to ensure there are no planned or unplanned outages in your area. If there is a live outage, you'll be prompted to log your fault. We’ll keep you updated by SMS updates as we work to resolve the issue
  5. Check your devise SMS settings are correct, see Device Guides
  6. If it is number specific, check to see the number hasn’t been blocked, see Device Guides
Voicemail issues 
  1. Switch your device off completely, wait for 30 seconds, turn it back on and then re-test
  2. Disable your device from all WiFi connections and re-test on the Optus mobile network
  3. Check our Network Status page to ensure there are no planned or unplanned outages in your area. If there is a live outage, you'll be prompted to log your fault. We’ll keep you updated by SMS updates as we work to resolve the issue
  4. Check your device voicemail settings are correct, see Device Guides

 

Other handy tips:

  • Factory reset your modem or mobile. You’ll need a small pin to press down on the factory reset button on the back of your modem
  • If you have an alternative modem, please try this as well to rule out issues with the equipment
  • You can also use an alternative modem to as a WiFi booster by plugging into the LAN port of your existing Optus supplied modem. Please note, you cannot enable bridge mode via the modem GUI (settings and configuration page)


Still having trouble? 

Covid-19 has impacted our Customer Care team's capacity to handle enquiries. You can contact us by Messaging us via the My Optus app.

Please ensure you let the team know that you do not have a working mobile or mobile broadband service,  so that your issue is prioritised. 

We’re determined to do whatever it takes to continue providing you with exceptional connectivity and we truly appreciate your patience and understanding as we work though these challenging times.

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Re: Troubleshooting your Mobile & Mobile Broadband connection

My optus email not working on my desktop. However ok on mobile.ALSO optus webmail is not working properly

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