Can't Make/Receive Calls: Postpaid Mobile Phone Troubleshooting

Can’t make a call from your mobile and need some help? Try these troubleshooting steps to help identify and fix the problem.  If this guide isn't able to help you, it will lead you to ways of contacting technical support directly.

Before you start...

This guide assumes the following:

1. You're able to access this troubleshooting guide from another device or computer
2. You're in an Optus 3G/4G Plus coverage area. You can confirm here
3. You've successfully made calls at your present location before (unless roaming)
4. You've checked for a known problem with the Optus Network in your area. You can check here

Whilst testing, please...

  • Switch off Bluetooth and/or WiFi on your device
  • Monitor your device's status bar
  • Avoid using third party calling apps whilst testing

Let's start, are you hearing a message?

Are you hearing a Recorded Voice Announcement (RVA) when making/receiving a phone call?

Is it one of these?

The following is a list of the most commonly heard recorded voice announcements (RVAs) and the most likely reason for the announcement.

It is not a full list of possible announcements or reasons, nor does it include recorded voice announcements broadcast by other service providers.

Select the announcement you're hearing

Most likely reason

Barring or service restrictions are active on your service that are preventing this type of call from being made.

Recommended action

Check your account is up to date, make and report a payment or talk to us.

Further help is available via the links below.

Most likely reason

You've typed in an incorrect number or used an unrecognised dialling code

Recommended action

Check the following, if you're calling an Australian...

  • Mobile: The number entered is 10 digits long and begins '04'
  • Local landline number: The number entered is 8 digits long and correct
  • National (STD) landline number: You're using the correct area code, the number is 10 digits long and correct

Check the following if you're calling Internationally...

  • You're using the correct international exit code or '+'
  • You're using the correct country code, area code and phone number

Further help is available via the links below.

 

Most likely reason

The phone number you've called is not active or is diverting to another number that is not active. This is in issue with the service you're calling, not your service. 

Recommended action

Try calling a couple of other numbers to confirm.  If you still feel that there is an issue with your service, please contact us, our details are available via the link below.

Most likely reason

The phone number you've called is not active or is diverting to another number that is not active. This is in issue with the service you're calling, not your service. Try calling a couple of other numbers to confirm.

Recommended action

Double check the phone number is still valid or contact the individual/business via an alternative number or method.

If you still feel that there is an issue with your service, please contact us, our details are available via the link below.

Most likely reason

The phone you've called is in an area that is experiencing network congestion or service difficulty. This is in issue with the service you're calling, not your service. 

Recommended action

Try calling a couple of other numbers to confirm or try contacting the individual/business later. If you still feel that there is an issue with your service, please contact us, our details are available via the link below.

Most likely reason

The area you're in is experiencing network congestion or service difficulty.

Recommended action
  • Try calling a little later or consider contacting the individual/business via an alternative number or contact method.
  • Report the issue to us by calling Mobile Technical Support on 13 13 44 (Open 24/7). Other ways to contact us and related operating hours are available via the link below.
  • Contact us
Most likely reason

The phone number you've called is diverting to a voicemail service that is inactive or has not been completely set up. This is in issue with the service you're calling, not your service. 

Recommended action

Try calling a couple of other numbers to confirm.  Trying contacting the individual/business via an alternative number or method.

If you still feel that there is an issue with your service, please contact us, our details are available via the link below.

Most likely reason

The phone you're calling from has been reported missing.

Recommended action

If you're the account holder of the service and have recovered your device, call us on 133 937 so that you can request for the block to be removed. For more information on what to do if your device has been lost/stolen or recovered see the related article below.

Most likely reason

The phone you've called has been blocked as it has been reported missing. This is in issue with the service you're calling, not your service. 

Recommended action

Try calling a couple of other numbers to confirm.  Try contacting the individual/business via an alternative number or contact method. If you still feel that there is an issue with your service, please contact us.

Most likely reason

The phone number you've called is not available to customers' on the Optus Network.

Recommended action

Contact the business via an alternative number or contact method.

If you still feel that there is an issue with your service, please contact us, our details are available via the button below.

Most likely reason

The phone number you've called is only available to customers' on the Optus Network.

Recommended action

Please call us on 133 937 if you want more information on accessing our services. If you feel there is an issue with your service, then contact the service provider that normally bills you for your service.

Take note of the code...

If you're hearing another announcement that does not explain the reason why you cannot make calls; take note of the code that can be heard at the end of the announcement. This is usually a sequence of letters and/or numbers.

Also take note, if the announcement states the name of a service provider. With the code on hand call Mobile Technical Support 13 13 44 (Open 24/7) from another phone for assistance.

Ok let's try these...

Toggle Flight Mode

If your phone features a Flight/Aeroplane mode, start here. If it doesn't, skip to Power cycle.

1. Confirm that your mobile device is not in this mode
2. Switch Flight/Aeroplane  mode on for a few seconds, then switch it off again
3. Allow 5-10 seconds for your phone to reconnect to the surrounding mobile network
4. Check if this has fixed the issue, if not, go to Power cycle.

Power Cycle

1. Please turn your mobile phone off completely, for a minimum of 30 seconds
2. Then switch your phone back on again
3. Check if this has rectified the issue. If it hasn't, continue troubleshooting

Check your handset's settings

Check 3G/4G connectivity

Please note: Device manufacturers use different terminology to refer to connectivity settings and menus.  See Device Guides for assistance.  

If you've made a change, check if it fixes the issue, otherwise continue troubleshooting.

Fixed or restricted dialling

Some standard and smart phones have features that allow the user to 'lock down' the call functions on their phone. Manufacturers' use different terminology to describe these features, but they're usually called 'Fixed' or 'Restricted' dialling.

We recommend double checking that these features (where applicable) are not causing the problem.

Not the cause? Keep troubleshooting...

Tried another number?

Are you finding that the issue is limited to just one phone number? If you haven't already done so, please try a couple of different phone numbers. Then select if you're having trouble calling...

Possible reasons...

Here are the most likely reasons why you may not be able to call a particular number or type of number.

1. It's an issue with the service you're calling

If you're able to make calls to other phone numbers, then the issue is likely to be with the one phone number you're calling, not your service. We recommend contacting the individual/business via an alternative method/phone number.

2. Call barring is active

If you're unable to call certain types of numbers (e.g. Information or International calls) then it is possible that there is barring in place, preventing that call type from connecting. If you suspect this is the case, call us on 133 937 for assistance.

Check your account balance

Are your Optus accounts up to date and free of any restrictions?

Home or Abroad?

Where are you?

Reset your network connection

Performing a 'Manual Network Selection' on your handset will force a refresh of your handset's connection to the network.

I've already switched my mobile off and then on again, wouldn't this have forced my handset to refresh it's connection to the network?

Not necessarily, most handsets resume their previous connection session after restarting. Therefore performing a manual network selection is the next step in getting your handset the best possible connection.

How to reset your network connection

1.  Access your mobile's 'Network', 'Carrier' or 'Cellular' settings
2.  From the list of available mobile networks, manually select any network other than your current network
3.  You'll receive an error stating something similar to 'Can't connect to selected network'. Your mobile is now fully 'logged off' from all connection sessions with the original network.
4.  After receiving the error: Reselect the original network selection setting or automatic setting.
5.  Your mobile, after a few moments, will reconnect with a fully refreshed network session
6.  To complete the session refresh, switch your mobile off then on again
7.  Retry your service now

Additional step for iPhone users: Reset network settings

Resetting your network settings will delete any saved Wi-Fi / VPN configuration settings. After performing this step, you will need to re-enter these details. Your media, contacts and apps will remain unaffected. ~ important

1. From your iPhone's home screen: Tap 'Settings'
2. Tap 'General'
3. Scroll to the bottom: Tap 'Reset'
4. Tap 'Reset Network Settings'
5. Enter your passcode and confirm the reset.
6. Your iPhone will reset it's network settings and then restart, this may take a little longer than usual.

If you're unsure how to perform theses steps, you'll find instructions for selected handsets by clicking here. Alternatively consult your user guide or handset's online support site. If these steps haven't rectified the problem, continue troubleshooting.

Update your operating system and reset your device

If you've already performed these steps or if they can't be performed for your mobile, proceed with the final step in troubleshooting.

Use your device's companion desktop software (e.g. iTunes) to assist you with these steps.

1. Perform a back up of your contacts, photos, media etc.
2. Confirm that your device has the latest version of its operating system installed and update it if required
3. Perform a 'Factory Reset', sometimes known as a 'Restore' of your mobile device (refer to your device's online support site)

After resetting/restoring your device, check if the problem has been resolved. If not, proceed with final troubleshooting.

Check your SIM Card

Do you have access to an alternate handset?

If you have access to another Optus or other 'network unlocked' device, try placing your SIM card into it.

  • If the alternate handset experiences the same issue, it's possible that your SIM is faulty and may need a replacement
  • If you can make calls from the alternate handset, you've eliminated the SIM card as a potential cause, place it back into your original handset, as your handset may be the cause of the problem.

Still not fixed and/or no alternate handset?

Information on how to contact us, report the problem and seek further assistance is available below.

We can help...

Thanks for attempting to troubleshoot the problem. Get in touch with us, so we can check your service, report any problem with the surrounding mobile network or help you out with your handset.

Please contact Technical Support / Faults on 13 13 44 (Open 24/7) for assistance, other ways to contact us are available via the button, below.

Check your international access

Is international roaming active on your mobile service?

Check for a network agreement and capability

If your device does not auto-select one of our roaming partners, you can manually select a network in your devices 'Settings' menu

If the above is not the cause of the problem, continue troubleshooting.

Reset your network connection

Performing a 'Manual Network Selection' on your handset will force a refresh of your handset's connection to the network.

I've already switched my mobile off and then on again, wouldn't this have forced my handset to refresh it's connection to the network?

Not necessarily, most handsets resume their previous connection session after restarting. Therefore performing a manual network selection is the next step in getting your handset the best possible connection.

How to reset your network connection

1.  Access your mobile's 'Network', 'Carrier' or 'Cellular' settings
2.  From the list of available mobile networks, manually select any network other than your current network
3.  You'll receive an error stating something similar to 'Can't connect to selected network'. Your mobile is now fully 'logged off' from all connection sessions with the original network.
4.  After receiving the error: Reselect the original network selection setting or automatic setting.
5.  Your mobile, after a few moments, will reconnect with a fully refreshed network session
6.  To complete the session refresh, switch your mobile off then on again
7.  Retry your service now

Additional step for iPhone users: Reset network settings

Resetting your network settings will delete any saved WiFi / VPN configuration settings. After performing this step, you will need to re-enter these details. Your media, contacts and apps will remain unaffected. ~ important

1. From your iPhone's home screen: Tap 'Settings'
2. Tap 'General'
3. Scroll to the bottom: Tap 'Reset'
4. Tap 'Reset Network Settings'
5. Enter your passcode and confirm the reset.
6. Your iPhone will reset it's network settings and then restart, this may take a little longer than usual.

If you're unsure how to perform theses steps, you'll find instructions for selected handsets by clicking here. Alternatively consult your user guide or handset's online support site. If these steps haven't rectified the problem, continue troubleshooting.

Update your operating system and reset your device

If you've already performed these steps or if they can't be performed for your mobile, proceed with the final step in troubleshooting.

Use your device's companion desktop software (e.g. iTunes) to assist you with these steps.

1. Perform a back up of your contacts, photos, media etc.
2. Confirm that your device has the latest version of its operating system installed and update it if required
3. Perform a 'Factory Reset', sometimes known as a 'Restore' of your mobile device (refer to your device's online support site)

After resetting/restoring your device, check if the problem has been resolved. If not, proceed with final troubleshooting.

Check your SIM Card

Do you have access to an alternate handset?

If you have access to another Optus or other 'network unlocked' device, try placing your SIM card into it.

  • If the alternate handset experiences the same issue, it's possible that your SIM is faulty and may need a replacement
  • If you can make calls from the alternate handset, you've eliminated the SIM card as a potential cause, place it back into your original handset, as your handset may be the cause of the problem.

Still not fixed and/or no alternate handset?

Information on how to contact us, report the problem and seek further assistance is available below.

We can help...

Thanks for attempting to troubleshoot the problem. Get in touch with us so we can check your service and help you out.  Please contact Technical Support / Faults on: +61 2 8082 2642 (Free call from an Optus Roaming Mobile - Open 24/7) for assistance. You can also contact us via Facebook , Twitter, the the Yes Crowd Forums.

Add international roaming

To access the internet overseas, you must have roaming active and be in a country with an internet/data roaming agreement with Optus.

For more information see the links below, for international roaming assistance.

International Roaming Links

Need to make a payment?

To make calls, your account must be up to date. For a link to payment options and info, click on the below.

Find out how...

For assistance in checking you balance, please consult the article below. Then answer either 'Yes' or 'No' to the previous question as appropriate.