Can't Connect: Mobile Broadband/Home Wireless Broadband Troubleshooting

If you're experiencing problems connecting to the internet, the following troubleshooting steps can help identify the cause of the problem.

If you have access to another computer or mobile device, the video below may also be useful. 

Step 1. Complete coverage & SIM card check

Check Mobile Coverage

Ensure that you're at a location with Mobile Broadband / Home Wireless Broadband coverage. You can check coverage at your address here.

Mobile Broadband

You must be in a 4G Plus or 3G dual band coverage area to access the Mobile Broadband network.

Home Wireless Broadband

You must be in a 4G Plus coverage area to access the Home Wireless Broadband network.

Check that your Mobile Broadband / Home Wireless Broadband SIM card is activated

For assistance in activating your Mobile Broadband / Home Wireless Broadband, click here.

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Step 2. Check other devices

On some devices having WiFi and / or Bluetooth activated can override a successful 'Cellular' connection to the internet. If you're able to, switch WiFi and Bluetooth off on your computer / tablet and try to access the internet via your Mobile Broadband / Home Wireless Broadband service. Refer to the instructions outlined below:

For Windows (PC)

This option is usually found within the 'Network' or 'Connection' options of the Control Panel.

For OS-X (Mac)

These settings are generally located within the 'WiFi Network /Air Port' application under 'Network Preferences'.

For iOS devices (iPad)

Tap the 'Settings' icon

For Android devices

Network / Connectivity settings can vary between Android devices, you may need to consult your device's support documentation for assistance.

Online guides

Mobile Device Help has animated instructions for our most popular tablets/devices. 

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Step 3. Power cycle your computer / modem

Connection issues can often be rectified by performing a power cycle of your computer / modem. Instructions on how to perform a 'corrective' power cycle are outlined below:

If your computer uses an external USB modem / dongle

  1. Close your Optus Mobile Broadband Connection Manager application and any other open applications

  2. Eject and remove your USB modem / dongle from your computer's USB port

  3. Switch your computer off completely for at least 30 seconds (i.e. do not select 'restart')

  4. Switch your computer back on and allow it to fully complete its start-up process

  5. Reconnect your USB modem / dongle to a high powered USB port (i.e. a USB port located on or closest to your computer's 'body'.  USB ports on your keyboard etc., are generally not high powered and may not allow your USB modem to function optimally)

  6. Attempt to reconnect to the internet

If your computer / tablet has a built-in 3G/4G modem (e.g. iPad / Android Tablet)

  1. Completely switch your tablet / device off wait 30 seconds and then switch it back on again

  2. Attempt to reconnect to the internet

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Step 4. Check connection & device settings

For Prepaid Mobile Broadband (only)

Do you have enough credit? You can check your balance following the steps in this article. Need to recharge? Click here.

Check Connection and Device Settings

Check that your connection details and device settings are correct:

  1. The device is not in flight or airplane mode

  2. The device has its 4G/ 3G/ 2G or Cellular Data antennas switched on(The Home Wireless Broadband device should be connected to the Optus 4G Plus network. Click here for User Guide)

  3. The Authentication Access Number (AAN) is set to *99#

  4. The Access Point Name (APN) matches your current Mobile Broadband / Home Wireless Broadband plan / offer. See this article for details

If your settings required a correction, save the changes, restart your modem/ device and retest your connection.

For Postpaid (Billed) Mobile Broadband/ Home Wireless Broadband (only)

Is your Mobile Broadband/ Home Wireless Broadband bill overdue? If so your service could be restricted. You can check your balance following the steps in this article.

If you suspect your service has been restricted, contact us on 133 937. Once your service has been restored, ensure you switch your modem/device off and on again or remove and reinsert your modem, to update your network access.

Check Connection and Device Settings

Check that your connection details and device settings are correct:

  1. The device is not in flight or airplane mode

  2. The device has its 4G/ 3G/ 2G or Cellular Data antennas switched on(The Home Wireless Broadband device should be connected to the Optus 4G Plus network. Click here for User Guide)

  3. The Authentication Access Number (AAN) is set to *99#

  4. The Access Point Name (APN) matches your current Mobile Broadband / Home Wireless Broadband plan/ offer. See this article for details

If your settings required a correction, save the changes, restart your modem/ device and retest your connection.

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Step 5. Check the USB port

Check that the USB port is not causing your connection issue.

Test your modem in any other high powered USB ports on your computer. High powered USB ports are generally located on the computers main body / tower. (USB ports on keyboards and other auxiliary devices are generally not high powered and will not supply enough power to the modem for it to function optimally).

If you're able to connect using another USB port - the issue may be that the USB port originally in use was not supplying enough power to your USB modem or is not functioning correctly.

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Step 6. Check the device's firmware

Check that your device's firmware / operating system is up to date.

If your device's firmware / operating system is not up to date, this could be a possible cause of the connection difficulty.

Applies to devices that run the Mobile Broadband Application (USB modems) only

To eliminate the possibility of the Mobile Broadband application causing the problem, we can try to perform a 'clean' re-install of the application. Follow the steps below:

On a PC

  1. Remove your USB modem from the USB port

  2. Go to Control Panel

  3. Go to Add / Remove Programs

  4. Select the Optus Mobile Broadband application in the programs list

  5. Click Remove

  6. Switch your PC off for 30 seconds

  7. Restart your PC

  8. Reinsert your USB modem / dongle into your high powered USB port

  9. Reinstall the Optus Mobile Broadband application

On a Mac

  1. Close the Optus Mobile Broadband application

  2. Eject and remove your modem from the USB port

  3. Locate the Optus Mobile Broadband application (it's normally installed in your applications folder)

  4. Drag the application to your trash

  5. Empty the trash

  6. Switch your Mac off for 30 seconds

  7. Restart your Mac

  8. Reinsert your USB modem / dongle into a high powered USB port

  9. Reinstall the Optus Mobile Broadband application

After re-installing the application, check that your settings are correct and attempt to reconnect to the internet. 

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Step 7. Check your SIM card

Check if your SIM card is the cause of the connection problem.

  1. Switch your device off, eject your USB modem / SIM tray

  2. Remove the SIM card

  3. Insert the SIM card it into an Optus Mobile Phone or handset that is 'Network Unlocked', (ensure the handset is switched off before inserting the SIM card)

  4. With the SIM card in the handset, check if you're able to pick up the Optus Network via the coverage indicator

If the device shows sufficient coverage, then you've eliminated the SIM card as the likely cause of the issue.

Or

If the device also has difficulty connecting to the Optus Network then the SIM card is likely to be the reason for the problem.

In either case, reinsert the SIM card back into your Mobile Broadband / Home Wireless Broadband device, even if you suspect the SIM card is faulty, as re-inserting the SIM card ('re-setting') may rectify the issue.

If after completing the above checks, you're still experiencing Mobile Broadband / Home Wireless Broadband connectivity problems, please contact Faults & Technical Support on 13 13 44 (Open 24/7).

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Watch the video!