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Mobile Customer Support Coverage and Technical Troubleshooting This Optus helpdesk is available 24/7 and responds to all queries relating to mobile calls, Optus Wireless Broadband, BlackBerry, mobile data, global roaming and MINT Portable Payment coverage and technical troubleshooting.
Phone: 1300 307 937 or +61 2 8082 2642 (for International callers)
Note: The voice prompt will ask you to enter the mobile number, but please DO NOT enter the mobile number - just hold the line and you will be forwarded to a service representative.
Coverage Maps Optus is currently progressing a major expansion of its wireless broadband and mobile (3G/HSPA) network. Since the launch of the expansion program the size of the network has increased from 19,000 square kilometres to over 300,000 square kilometres and now covers 90% of the Australian population.
Upon completion of the network expansion in December 2009*, the Optus wireless broadband network will cover more than 1.2million square kilometres of landmass - that’s 98% of the Australian population!
This expanded Optus wireless broadband and mobile network will soon be known as the ‘yes’ G Network. *Timings are indicative only and subject to change.
Click here to access recent Optus mobile networks announcements and media releases. You can also view the Optus mobile network coverage areas throughout Australia. Use the Optus Mobile Coverage Locator to search for a single location or between two or three locations.
You can view the Optus mobile network coverage areas throughout Australia. Use the Optus Mobile Coverage Locator to search for a single location or between two or three locations.
Click here to access the Optus Mobile Coverage Locator.
Lost or Stolen Mobile To report a lost or stolen mobile handset/service please phone 1300 307 937 or +61 2 8082 2642 (for International callers) and request to place a service suspension/outgoing call restriction on the mobile service number. In the event that you wish to receive incoming calls please ask the service representative to activate an incoming calls diversion to a nominated alternate service number.
Please ensure that you also notify Michael Donoghue (02 8755 2840) from Aventra of your lost or stolen handset so that he can talk through your options to get back up and mobile again in the shortest time possible.
Voicemail You can check if your voicemail is set up on your mobile by dialling '321'. If you get the message 'that number is not listed' your voicemail is not activated. If this is the case please call Michael Donoghue (02 8755 2840), your Optus Account Manager or the Technical and Troubleshooting helpdesk (1300 307 937 or +61 2 8082 2642) to activate this feature. You can access your voicemail remotely via any handset by dialling 13 33 21 and following the prompts.
Diversion Codes
Each diversion request (like divert on busy) has a specific code that informs the network what to do. Please refer below for the list of diversion codes.
- Unconditional (all) calls divert: 21
- Busy divert: 67
- No Reply (rings out) divert: 61
- Not reachable (out of coverage) divert: 62
- To activate a particular diversion (press from your handset): * * (code) * 321 # (send)
- To cancel a particular diversion (press from your handset): # # (code) # (send)
Adjust Ring Time (Length) To adjust the length of time (in multiples of 5 seconds) that your mobile rings press from your handset * * 61 * 321 * * (amount of time in multiples of 5 but no more than 30) # (send)
Harassing Calls We understand it is distressing to receive harassing and nuisance phone calls and those people who make them are committing an offence under the Commonwealth Crimes Act.
If you are receiving harassing phone calls, we can take steps to address this through the Optus Law Enforcement Liaison Unit. However, if the calls are life threatening, please report them immediately to the police.
To report harassing phone calls, please follow the steps below:
- Step 1: If the calls are life threatening, please contact the police immediately
- Step 2: If the calls are not life threatening or the police have referred you back to Optus please go to step 3.
- Step 3: To stop being harassed you can request that your mobile number be changed to the next available number, free of charge. To request this please contact Michael Donoghue (02 8755 2840) or your Optus Account Manager.
- Step 4: To assist Optus in their investigations please take note of the dates and times the calls were made over a two to five day period if possible. Note: Only calls within the last four weeks can be investigated.
- Step 5: Call Michael Donoghue (02 8755 2840) or your Optus Account Manager and please have available the information you collected about the phone calls.
Forms
- E-Fulfilment (online ordering of handsets and accessories via your Tech Fund account)
- Value Added Services (Voicemail, SurePage, GPRS/3G/HSPA mobile data bolt on)
- BlackBerry BES data bolt on
- BlackBerry BIS data bolt on
- Optus Wireless Broadband
- Change of Ownership (CHOWN) – Post Paid and Pre Paid
- Mobile Insurance
- Mobile Repair
- Extended Handset Warranty
- CAAA Mobile Porting
Mobile Handset Insurance Optus SafeGuard Business mobile insurance is priced at $11.50 incl. GST per service per month. Coverage includes theft, accidental loss, accidental damage or electronic breakdown failure. The limit of liability is $3,300 incl. GST per service and includes up to $825 incl. GST per service for unauthorised calls and up to $660 incl. GST per service for contractual obligations. Please call Michael Donoghue (02 8755 2840) or your Optus Account Manager to enquire further.
Click here to download the Optus mobile SafeGuard insurance form.
Mobile Repair To repair a mobile handset you must complete the Optus Business Mobile Repair form and send your handset to the nearest repair centre (as detailed on the repair form). Please ensure you follow the repair instructions closely. The Mobile Repair Centre can be contacted on 1300 133 591 or 02 9737 5655. All completed repairs will be couriered back to you at the specified return address.
Click here to download the Optus Business Mobile Repair form.
Recycle your Mobile Over 16 million unused mobile phones and batteries are sitting around in homes and offices across Australia. Recycled mobile phones go on to become new products such as batteries, stainless steel products, plastic fence posts, pallets and jewellery. Aventra and Optus proudly support MobileMuster, the official national recycling program of the mobile phone industry in Australia. The recycling service is free. Simply drop off your old mobile phone handset, batteries and accessories at Aventra or any Optus World Store. For more information on MobileMuster visit www.mobilemuster.com.au.
User Guides Click here to access a complete list of mobile handset user guides and manufacturer contact phone numbers.
Global Roaming Global Roaming, also called AutoRoam, is the term used when you take your mobile phone overseas to make and receive calls while travelling. Global Roaming is not automatically activated and therefore you have to activate it before you are going overseas. Please contact Michael Donoghue (02 8755 2840) or your Optus Account Manager at least 24 hours before you travel so that we can activate your Global Roaming service. Call/SMS/Mobile Data charges vary depending on the country you’re travelling to and the Roaming Partner/Network you select. Upon returning from leave we recommend that you request us/Optus to reinstate the Global Roaming call restriction.
Click here to access the latest Optus Global Roaming details and call charges.
Click here to access Optus Global Roaming FAQ’s.
Helpful Line 2 Troubleshooting:
Australian networks do not support line 2. If your mobile phone is displaying a line 2 in the top left hand corner or giving one of the errors listed below your mobile phone may be set on line 2. To resolve this problem press and hold down the hash (#) key and press ok when it says ‘Change Phone Line’ on the screen. If this does not resolve the issue view your mobile user guide or contact your manufacturer.
Error Messages indicating Line 2 issue
'2' displayed on the top left hand side of the mobile phone screen (Nokia only)
Check Network Service
Check Operator Services
Rising Tones
PUK code:
Your PIN (Personal Identification Number) is used to protect unauthorised use of your SIM card. When the PIN is enabled your mobile phone will require this 4-digit number whenever it is switched on. If the PIN code is entered 3 consecutive times incorrectly your SIM will become "PUKed" or Blocked. If your PUK code is then entered incorrectly 10 times or more the sim card will be wiped and need to be replaced. This is a security measure to protect your service. Please call Michael Donoghue (02 8755 2840) or your Optus Account Manager to receive your PUK code or to replace your SIM card.
Fixed Line/Landline, Internet and Data Customer Support
Technical Troubleshooting This Optus helpdesk is available 24/7 and responds to all queries relating to Optus Fixed Line/Landline, Internet and Data technical troubleshooting.
Phone: 1300 300 332
Note: Please ensure that you quote your Optus Circuit ID when calling regarding an Optus Direct Line (PSTN), Multiline (ISDN), Internet and/or Data service.
Operator Services National and International operator services are available 24/7.
Dial 1222 (call charges apply)
- - General assistance
- - Call rates, time zones and area codes
- - Operator connection
- - Reverse charge calls
- - International directory assistance
- - Country and area codes
- - International time zones
- - International fault reporting
- - Telstra directory assistance
Call Forwarding Customers can control their Optus Direct Line (PSTN) service to automatically forward incoming calls to an alternate telephone number using a simple set of keystrokes from their telephone handset. Call forwarding can be set up under three options:
- All incoming calls forwarded;
- Incoming calls are forwarded if the line is busy;
- Incoming calls are forwarded if not answered within approximately 12 seconds.
Unconditional (all) call forward: 91
Busy call forward: 92
No Reply (rings out) call forward: 93
To activate a particular call forward (press from your handset): * (code) (phone number to divert to) #
To cancel a particular call forward (press from your handset): # (code) #
Call forwarding is not available on Optus Direct Line (PSTN) services that are configured as part of a hunt group or on services with voicemail activated or on handsets that are connected via a PABX or key system.
Call Number Display You can choose to present or restrict Call Number Display (CND) for each call. Direct Line (PSTN) services that are configured as a hunt group will send the Primary number within the hunt group if CND is activated. You can override your choice on a call by call basis by dialling an override code in front of the dialled number as follows:
- - Restrict CND: Dial 1831 in front of the dialled number
- - Present CND: Dial 1832 in front of the dialled number
Voicemail A voicemail facility is available with Direct Line (PSTN). Optus Direct Line (PSTN) voicemail works like a personal answering service for your business. Voicemail is not available on Direct Line (PSTN) services that have line hunt or call forwarding active. Up to 40 messages can be stored; unplayed messages may be kept for 28 days and played messages may be kept for a further 10 days.
Setting up Optus Direct Line (PSTN) for voicemail:
- Dial 1300 368 015 from the Optus Direct Line (PSTN) service you want to activate for voicemail
- When asked to enter your passcode simply enter the last 4 digits of your Optus Direct Line (PSTN) service number followed by the # key
- Follow the tutorial to set up your voicemail, record your message and change user options (like the passcode)
- Dial 1300 368 015 from the Optus Direct Line (PSTN) service
- Enter your passcode followed by the # key
- Voicemail will now play your messages
- Dial the Optus Direct Line voicemail remote access number: 13 33 21
- Enter your Optus Direct Line service number followed by the # key
- Enter your passcode followed by the # key
- Voicemail will now play your messages
Forms
IP Diagnostics and Requests Optus Looking Glass offers basic IP diagnostics like pinging and route tracing.
Click here to access Optus Looking Glass
Optus Requests allows you to make requests for optional services that are available to you as part of your Optus Internet and/or Data service.
Upon selecting a service request option (like IP addresses, DNS, ASN’s, Routing, or Mail Store and Forward) and filling in the required form, your service request will be sent directly to the Optus Operations Centre where the request will be validated and then processed. Upon the request being completed and all network components successfully provisioned, an automated e-mail will be sent to you confirming your service is ready.
Where all information is provided, requests will be completed within 2 business days. Please note that the requests for IP addresses and Autonomous System Numbers requires working with the APNIC and times can vary considerably depending on the justification needed.
Click here to access Optus IP Requests