Mobile troubleshooting and support

Mobile not working? View our help and troubleshooting steps to help you get your mobile services running smoothly.

Mobile outages and maintenance

AGL uses the Optus 3G and 4G Plus mobile networks and occasionally there may be unexpected outages or planned maintenance that will disrupt your mobile service. To check for outages or maintenance, get in touch with us.

My phone isn't working

If your phone isn't working like it should, it can be due to a number of potential reasons. Find the closest issue below and go through the troubleshooting steps.

If you phone isn't turning on, if may be due to a flat battery or a faulty charger or cable. Test the charger and cable by seeing if another device will successfully charge using it. If it works, plug your phone in and allow it to charge before attempting to switch it back on.

If it's still not working, you'll need to get in contact with the manufacturer.

If your battery is running out too quickly, it may be because of the number of apps you have open on your phone. A lot of apps continue to run in the background, even after you've left them. This can cause an extra strain on your battery and cause it to run out quicker than usual.

On an iPhone you can swipe up from the home screen to access the open app selection screen, (or double tap the home button) then swipe up on the apps you want to close.

For Android phones, you'll need to check with the manufacturer on how to do this.

Another common battery drain is the brightness of your screen. By dimming your screen brightness a little, you can make your battery will last a bit longer.

Sometimes, turning your phone off then on again can help resolve mobile connectivity issues. Here's how:

  1. Turn off the phone by holding down the power button and selecting turn off or shut down
  2. Open the SIM tray and carefully remove the SIM card and wipe it down using a clean, dry cloth
  3. Reinsert the SIM and power the device on.

From here, wait 1-2 minutes for the network to re-engage, then try making a call.

If this doesn't resolve the issue, get in touch with us.

Normally a device will automatically configure the settings from the SIM card to connect to the internet. However, for a number of reasons, this may need to be manually set up.

If you're using an iPhone, here are the steps:

  1. Go to your Settings, then Mobile > Mobile Data Options > Mobile Data Network
  2. Tap APN and enter yesinternet, then tap Mobile Tap Settings.
  3. To finish, restart your phone and wait 1-2 minutes before testing.

If you're using an Android device, the specific settings may differ depending on your device. Here are the steps:

  1. Go to your settings, and find the Access Point Names (APN) settings, usually located in Mobile Data or Mobile Networks section
  2. Add a new APN and enter the name AGL Phone Internet, then enter yesinternet for the APN.
  3. The remainder of the settings should be as follows
        • MCC: 505
        • MNC: 02
        • Authentication type: PAP
        • APN type: default
        • Bearer: unspecified 
  4. Save the settings, then select the APN connection you've just created.
  5. To finish, restart your phone and wait 1-2 minutes before testing.

If you're still having issues, get in touch with us.

If you're having issues with your SIM card, first remove it, wipe it with clean, dry cloth then reinsert it. Ideally, you should do this with the phone powered off so the settings can be re-engaged when you power your phone back on.

If you're still having issues with your SIM card, we'll arrange to send you a new one - get in contact with us using the support options below.

Lost or stolen mobile device

If you've misplaced your phone or it's been stolen, you'll need to get in contact with us using the support options below so we can block your service from being used and arrange to send you a replacement SIM card.

Depending on your handset, you may be able to track your phone using the 'Track My Phone' feature.

If your handset has been stolen, it's best to file a police report in case it's recovered or in case you're going to make an insurance claim.

Coverage: With 3G devices, you can access 3G (UMTS 2100 MHz / 900 MHz) network. With 4G devices and a compatible plan, you can access 3G network plus some or all of the 4G Plus network. Optus 4G Plus network uses multiple frequencies (LTE 700 /1800 / 2100 / 2300 / 2600 MHz) to provide coverage. If you bring your own device, make sure it's not locked to other networks and is compatible with the Optus network. The Optus 4G Plus network is available in all capital cities and hundreds of metro, regional and holiday towns with a compatible device and plan. Coverage and speed will vary by device and location. Check coverage on Coverage map.


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