Troubleshooting your Mobile & Mobile Broadband connection

[Optus]

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.

[jjjogar]

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

[33Cammille]

I received a text from Optus this morning informing me that network adjustments in my area have been finished. Since then my internet uploads are so slow I can hardly use my computer. Please fix this. I do not use Apps.

[Rob_YC]

Hi @33Cammille, not great to hear you are facing some issues with your Mobile connection. If you've been able to run through these troubleshooting steps but still no change, we recommend reaching out to us via the official Optus Facebook or Twitter and our team will take a look as soon as possible. 

[RD008]

Such a worst postpaid service. It's been more than 1 hour without network and still no fix up for the issue. Just getting the same answer again and again that we are looking into the issue and will let you know. I moved to Optus 2 days back as I thought it will be the best network provider but now I'm regretting.  

[Serena_YC]

Hi @RD008, 

Have you had a chance to check our Network Status page for any reported faults or outages that may be affecting your service? If there are no reported faults or outages but you are experiencing an issue with your service, you can also report the fault using the "Report an issue" button. 

Otherwise, I would also suggest messaging our Technical Support teams via the My Optus app for a fault ticket to be raised.

Our Messaging team is available 24/7 and are ready to assist customers as quickly as possible.

If for some reason you’re unable to use the My Optus app, please send a private message to the official Optus Facebook or Twitter page for further assistance.

[RD008]

It's been more than 6 hours and still no network on my phone. Tried chatting with customer support and getting same answer that they are looking at the issue and forwarded further to network support team. No solution at all. I had to drop my work shift which involve regular reporting to control room due to network failure which happened after optus agent performed reset from their end. Thing is that will optus compensate my drop shift which was worth $250. If I am paying for services and still have to suffer without any network then that's the purpose of staying with optus.

[Kartika]

Appreciate where you are coming from @RD008. We can adjust the plan fee for the time your service is affected. However we don`t have access to customers account on this public forum. As such you are best to speak with our billing team via the messaging service as advised by Serena before to assist you further.

[joe_99]

Hi I have recently had my optus cable broadband disconnected I also have optus mobile using the same email address Ph *****there is something wrong with the email server, I cant get my email, why?????