Set up AGL mobile
Learn how to set up your SIM, voicemail and manage mobile settings.
On this page
- SIM card arrival Jump to SIM card arrival
- How do I activate my SIM card? Jump to How do I activate my SIM card?
- Issues with activation or transfer Jump to Issues with activation or transfer
- Mobile number pre-porting verification Jump to Mobile number pre-porting verification
- Voicemail basics Jump to Voicemail basics
- Modify mobile settings Jump to Modify mobile settings
- IPND mobile listing Jump to IPND mobile listing
SIM card arrival
When you order your eSIM you’ll receive an email with a QR code within a few minutes. You can use the QR code to set up your eSIM.
Physical SIM cards are sent out within 2 business days in standard mail. It can take up to 5-10 business days for it to arrive depending on your location.
Different types of physical SIM cards
Your AGL SIM card will be a multi-fit SIM card. Depending on your phone, you'll need to carefully snap out the SIM card to either a standard, micro or nano SIM. To find out which size SIM card your phone needs, refer to the instruction manual or contact the manufacturer.
How to activate a physical SIM or eSIM
You can activate your SIM in My Account or the AGL app:
- Go to the Overview tab.
- Scroll to ‘My Internet and Mobile’ and select View my services.
- Select the mobile service you want to activate.
- Select Activate SIM and follow the prompts.
We’ll send you a confirmation SMS once it’s activated. Activation usually occurs within the hour but can take up to 2 business days.
If you’re activating a physical SIM:
- You’ll need to confirm the SIM ID, located inside your SIM card packaging.
- It’s best to wait until your activation has been confirmed before replacing the SIM card in your device.
- If you’re transferring your number from another provider, wait until your old service stops working, then insert your new AGL SIM card.
If you don't have an AGL online account, you'll be prompted to register for one before you can activate your SIM.
Issues with activation or transfer
If your mobile number transfer has failed, it's most likely because one or more of the details you've entered doesn't match.
If you’re porting to AGL from a pre-paid service, your date of birth entered during the activation process needs to match the date of birth held by your previous provider. For post-paid services moving to AGL, the account number entered when activating needs to match the account number of your previous provider.
Please ensure that the number you want to transfer is still connected with your current provider at the time of transfer.
If you're still encountering issues after correcting any detail discrepancies, get in touch with us.
Mobile number pre-porting verification
Before transferring a mobile service number, we must confirm that the person requesting the transfer is the rightful holder.
The purpose of identity verification
As per the Telecommunications (Mobile Number Pre-porting Additional Identity Verification) Industry Standard 2020 (effective 30 April 2020), AGL must take additional steps to verify the identity of anyone requesting a mobile transfer. This helps prevent fraud and unauthorised transfers.
How the verification process works
If you request a mobile number transfer via our website or call centre, we’ll check if you have immediate access to the linked mobile device.
We’ll send you a 6-digit SMS verification code, which you must provide to start the transfer. The code expires after 3 minutes.
What to do if your number is fraudulently ported
Contact the following immediately:
- Australian Federal Police or your relevant State or Territory Police
- Government support services, such as ScamWatch or IDCARE
- Your financial institution
- AGL support – for further assistance, contact us.
Voicemail basics
Voicemail is an automatic answering service that allows callers to leave a message if you're on another call, don't answer, or the phone is switched off.
To retrieve your voicemail from your smart phone, call 321 and follow the prompts.
To retrieve your voicemail from another phone, call 133 321, enter your details including your PIN, then follow the prompts.
Your mobile will default divert to voicemail after about 10 seconds of ringing. If this is too short or too long, you change the ring time from 5-30 seconds, in intervals of 5 seconds.
To change the ring time:
- Open the phone app on your smartphone
- Type l**61*321**XX# into your keypad. Replace the XX with the number of seconds you’d like to extend your ring time by 30 seconds you would type in:
**61*321**5# **61*321**15# **61*321**30# - Finally, select ‘call’ and your extension will be activated.
Remember, the XX is customisable, so you can make this 5/15/30 or anything in between which is why we use ##, but no more than 30 if you have voicemail on.
Modify mobile settings
You can update your call, SMS, data, voicemail or call diversion setting for your mobile in My Account or the AGL app:
- Go to the Overview tab.
- Scroll to ‘My Internet and Mobile’ and select View my services.
- Go to My Telco Account.
- Select a mobile service.
- Select My Service Settings and follow the prompts.
| Calls | Ability to switch off the following, incoming calls, outgoing calls and international calls. |
| SMS | Ability to switch off incoming SMSs or outgoing SMSs. |
| Data | Ability to switch off mobile data or MMS. |
| Voicemail and call diversions | Ability to switch Voicemail on or off, set your pin, or divert calls to an alternate number. |
IPND mobile listing
Integrated Public Number Database (IPND)
The IPND is a centralised database that contains the record of each phone number issued to telco customers in Australia. We are required by law to supply your name, address, phone number and other public number customer data to the operator of the IPND. This applies to all customers, including those unlisted (also known as silent numbers).
By default, your mobile number will not be listed in the IPND. This means that your number won’t appear in directories such as the White Pages and won’t be disclosed through directory assistance services.
To have your number listed in the IPND, call 131 245.
The information in the IPND is only provided for an approved purpose to approved data users such as directory information organisations (except for unlisted numbers), emergency service organisations or law enforcement agencies.
Has your contact information changed recently?
If your contact information changes, contact us so that we can update the IPND. Incorrect information in the IPND can, for example, delay emergency responses or compromise law enforcement and national security agency investigations.
