Voicemail: Everything you need to know (Mobile / Wireless)

Need to know about voicemail?  You've come to the right place! Just click on a topic to find out more.

  • If you're having trouble with voicemail, head over here
  • Want information on voicemail charges? Check out this page.
I want to add voicemail

You can do this in a number of ways. Just choose the option that best suits you!

Once you've completed the steps below, it will take 15 minutes to 4 hours for the changes to take effect.

I want to add voicemail via a call

  1. From your Mobile, dial 1509 (free call)

  2. Select the 'voicemail' option

  3. Choose the 'activate' option

  4. Remember, you'll need to set up your mailbox

I want to add voicemail via SMS

This option will only work if you're on a Postpaid service.

  1. Use the Optus SMS Menu, by texting the number 8 (eight) to 9999

  2. Reply with the number 2 (two)

  3. Follow the remaining prompts

  4. Remember, you'll need to set up your mailbox

I want to add voicemail using My Account on my PC

   
 

How to add voicemail using My Account on my PC

  1. Log in using your My Account username (not your phone number)

  2. Follow steps A & B, as shown in the image below

Image showing how to navigate My Account to turn on voicemail

  1. Scroll down to 'VoiceMail' and click 'Set Up'

Image showing how to get to Voicemail Settings in My Account

  1. Scroll down to 'VoiceMail' and click 'Change'

Image showing how to activate Voicemail in My Account

  1. Select 'On', accept the Terms and Conditions and click 'Ok'

Image showing how to use My Account to activate Voicemail

  1. Remember, you'll need to set up your mailbox

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I want to set up my mailbox

Once your voicemail is active, you will be sent an SMS that includes a random default PIN.

To set up your mailbox, follow the steps below,

  1. From your Mobile, dial 321

  2. Record your greeting

  3. Change your PIN

  4. Complete the tutorial

Make sure you change the PIN that we send you. Your PIN can be up to 9 digits long, as long as the numbers are non-sequential (e.g. 1234), and are not a series of repeated numbers (eg. 1111).

If you need to reset your PIN, call us on 133 937.

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I want to remove voicemail

You can do this in a number of ways. Just choose the option that best suits you!

Once you've completed the steps below, it will take 15 minutes to 4 hours for the changes to take effect.

Keep in mind that the free Missed Call Service will automatically activate once you've removed voicemail. You can turn off the Missed Call Service as well by simply sending an SMS with the word 'OFF' to 159 from your Mobile.

I want to remove voicemail via a call

  1. From your Mobile, dial 1509 (free call)

  2. Select the 'voicemail' option

  3. Choose the 'deactivate' option

I want to remove voicemail via SMS

This option will only work if you're on a Postpaid service.

  1. Use the Optus SMS Menu, by texting the number 8 (eight) to 9999

  2. Reply with the number 1 (one)

  3. Follow the remaining prompts

I want to remove voicemail using My Account on my PC

   
 

​How to remove voicemail using My Account on my PC

  1. Log in using your My Account username (not your phone number)

  2. Follow steps A & B, as shown in the image below

Image showing how to navigate My Account to turn off voicemail

  1. Scroll down to 'VoiceMail' and click 'Set Up'

Image showing how to get to Voicemail Settings in My Account

  1. Scroll down to 'VoiceMail' and click 'Change'

Image showing how to disable Voicemail in My Account

  1. Select 'Off', accept the Terms and Conditions and click 'Ok'

Image showing how to use My Account to deactivate Voicemail

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I want to change which calls are diverted to voicemail

Before changing your diversion settings, make sure voicemail is active. If you need to activate your voicemail, check out this section instead.

Step 1. When do you want your calls diverted to voicemail?

I want my voicemail to answer my calls...

Diversion Name: All Conditional (Busy + No Reply + Not Reachable)
Diversion Code: 004
Make a note of the diversion code, as you'll need this for step 2.

Diversion Name: On Busy
Diversion Code: 67
Make a note of the diversion code, as you'll need this for step 2.

Diversion Name: No Reply or No Answer
Diversion Code: 61
Make a note of the diversion code, as you'll need this for step 2.

Diversion Name: Not Reachable or Off / No Coverage
Diversion Code: 62
Make a note of the diversion code, as you'll need this for step 2.

Diversion Name: Unconditional or All Calls
Diversion Code: 21
Make a note of the diversion code, as you'll need this for step 2.

Step 2. Add, Remove or Check your Voicemail Diversions

I want to...

Dial this code **XX*321# (replace XX with the diversion code from step 1)
Press send or call

Dial this code ##XX# (replace XX with the diversion code from step 1)
Press send or call

Dial this code *#XX# (replace XX with the diversion code from step 1)
Press send or call

# is the hash key, it's located beneath the number 9 on most keypads
* is the star/ asterisk key, it's located beneath the number 7 on most keypads

You can also change your diversions within your device settings. To find out how, check out this page.

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I want to change the time it takes for my calls to be diverted to voicemail

You can increase and decrease the amount of time it takes for a call to be diverted to voicemail. Just follow the steps below:

  1. Dial this code **61*321*XX#
    If you're overseas, just dial **61*+61411000321**XX# instead
    Replace XX with the ring length. You can choose from 05, 10, 15, 20, 25 and 30 seconds.

  2. Press send or call

# is the hash key, it's located beneath the number 9 on most keypads
* is the start/ asterisk key, it's located beneath the number 7 on most keypads

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I want to access my user options or change my greeting

Looking to modify your personal preferences, change your PIN or record a new greeting? Follow the steps below:

  1. From your Mobile, dial 321

  2. To record a new greeting, select option 3 (three) and follow the prompts
    To access your user options, select option 8 (eight) and follow the prompts

Can I set up a Time of Day Greeting?

Do you want a different greeting to play at certain times of the day, or even create greetings for specific groups of people? If the answer is yes, just check out this page.

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I want to change the way I'm notified about receiving a new voicemail message

We've given you a choice about how you want to be notified when you've received a new voicemail message!

So, what are my options?

  • SMS Me (Recommended)

    This is part of our regular voicemail service and has no additional charge. It simply sends you a short SMS to let you know you have a new voicemail message

  • Call Me

    This is part of our regular voicemail service and has no additional charge. Voicemail will ring you every time you have a new voicemail message

  • Optus Voice to Text

    This is a paid optional add on to your voicemail. This converts the full voicemail message to text and then sends this to you as an SMS. You have the option to reply directly to the caller by voice or text. Want more information on this service? Head to this page

  • Optus Voice to MMS

    This is a paid optional add on to your voicemail. This converts the full voicemail message to an audio file and then sends this to you as an MMS. You have the option to reply directly to the caller by voice or text. Head over to this page for more information on Voice to MMS.

How do I change the way I'm notified about receiving a voicemail message?

You can do this easily in My Account...

   
 

How to change the way you are notified about receiving a new voicemail message

  1. Log in using your My Account username (not your phone number)

  2. Follow steps A & B, as shown in the image below

Image showing how to navigate My Account to change voicemail message delivery

  1. Scroll down to 'VoiceMail' and click 'Set Up'

Image showing how to get to Voicemail Settings in My Account

  1. Scroll down to 'Message Delivery' and click 'Change'

Image showing how to change Voicemail Message Delivery in My Account

  1. Choose your voicemail message delivery method and click 'Ok'

Image showing how to use My Account to change Voicemail message delivery method

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How do I call / access my voicemail and mailbox?

Just dial 321 from your Mobile and follow the prompts to access your voicemail and retreive your messages.

To make life easier, you can save your voicemail number on your device. Follow the steps here.

Can I access my voicemail using a different phone or when I'm overseas?

Sure thing! Just check out this page

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I need to reset my voicemail and mailbox PIN

Don't worry, you're not the only one! Just give us a call on 133 937 and we can do this for you!

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