Set up AGL mobile

Setting up SIMs, voicemail and managing mobile settings.

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.

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.

We also offer eSIM.

How do I activate my physical SIM card?

Want to activate an eSIM? Scroll down to Activate eSIM steps.

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:

  1. 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.
  2. Next, once we’ve verified your identity, you’ll need to activate your SIM by clicking on the ‘Activate SIM’ button.
  3. 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’. 
  4. 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

How to activate an eSIM with AGL

1. Scan the QR code in the welcome email we sent you

2. Follow the prompts on your phone to register your eSIM

If you’re transferring your number, you’ll also need to:

3. Log in to My Account then select a property (if applicable) 

4. Scroll down to the Mobile section 

5. Select Activate SIM and follow the prompts  

Please note: if you currently have a physical SIM, keep it in your phone until it stops working.  

We’ll send you a confirmation SMS when your activation is complete. 

Having trouble activating your eSIM? For more detailed information visit our Activate an eSIM page.

To prevent fraudulent transfers, we're required to check that the transfer is authorised by sending you an SMS with a 6-digit code to your mobile number. This code will need to be provided along with your account number (or date of birth for pre-paid services) to complete the transfer.

If you didn't request the transfer or suspect fraud, contact the Australia Federal Police or your state police, or report the activity to Scamwatch or IDCARE.

 

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.

 

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:

  1. Receive an SMS with your PIN
  2. You’ll then be prompted to call 321
  3. Enter your name and PIN
  4. 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:

  1. Open the phone app on your smartphone
  2. 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#
  3. 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:

  1. Log in to My Account, then select a property (if applicable).
  2. Scroll down to My Mobile section.
  3. Next to the plan you want to modify, select "View Details".
  4. 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.


Need support?

Call

Prefer to talk? We're here Monday – Friday 8am-6pm AEST/AEDT only, closed weekends.

Opening hours may differ on public holidays.

Call 131 245
Chat

Chat with us online. We’re here anytime.

More ways to get support

For interpreter services and services for hearing and impaired and overseas customers, visit Contact Us. Please note overseas customers are only able to message us or use chat for assistance.