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 physical SIM card? Jump to How do I activate my physical 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
Our 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 SIM card
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 do I activate my physical SIM card?
For a new mobile number
If you’ve ordered a new mobile number with your AGL service, you don’t need to activate your physical SIM, we’ll activate it for you. All you need to do is insert your new AGL SIM card into your mobile device. Activation usually happens on the day it arrives, but it can take 1-2 business days after arrival. We’ll send you an SMS confirmation once it’s activated.
If you’re keeping your existing number or activating a replacement SIM
If you’re keeping your existing mobile number, or activating a replacement SIM, follow the steps below.
How to activate your physical SIM:
- Once your SIM has arrived, log into your MyAccount using your registered email address and password and, when prompted, your one-time 6-digit verification code that will either be sent to your email address or mobile number.
- Next, once we’ve verified your identity, you’ll need to activate your SIM by clicking on the ‘Activate SIM’ button.
- You’ll now see your mobile number listed and a 13-digit serial number that should match the one on the back of your SIM card. If it all matches up, select ‘Submit’.
- If you’re transferring your number over from another provider (keeping your existing number), keep your old SIM in your mobile device until your old service stops working. Then insert your new SIM into your mobile device. Note that while your service should be ready to use within an hour, sometimes it can take up to 1-2 days.
NOTE: If replacing a lost or damaged SIM, simply insert your SIM into your mobile device and follow the activation process via MyAccount.
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.
For pre-paid services moving to AGL, 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 set up your voicemail, you’ll first need to call us on 131 245 so we can enable the voicemail function for you. Once we’ve done that, you will:
- Receive an SMS with your PIN
- You’ll then be prompted to call 321
- Enter your name and PIN
- Finally, dial **004*321# to activate.
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.
To deactivate your voicemail, open your phone app, dial ##002#, then select 'call'.
Modify mobile settings
You can update your call, sms, data, voicemail or call diversion setting for your mobile by logging into My Account and selecting mobile settings.
To modify your mobile settings:
- Log in to My Account, then select a property (if applicable).
- Scroll down to My Mobile section.
- Next to the plan you want to modify, select "View Details".
- Switch the toggles to modify your mobile settings.
| 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 on Voicemail or divert calls to an alternate number and control ring time. |
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.
