Mobile Troubleshooting

Have a problem with your phone?

We'll walk you through common mobile issues and the easy steps you can take to resolve them.

Apple

Android

Tab Panel

Using WiFi Calling when there’s no coverage available

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Go to Settings > Mobile > Wi-Fi Calling > enable Wi-Fi Calling on This Phone

Consider enabling WiFi Calling

WiFi Calling allows you to make and receive Calls, MMS, and SMS over a WiFi network which could help improve the quality of your calls when connected to a WiFi network.

To check if your device is compatible and for simple steps to switch it on, visit the article Using WiFi Calling When There’s No Coverage Available.

Optus (and other Australian telecommunication providers) is legally required to block access to devices that are not able to make emergency calls to Triple Zero (000) using VoLTE. Check if your phone is compatible using our Device Checker tool, by entering the first 8 digits of your device’s IMEI (International Mobile Equipment Identity) number. Find your device’s IMEI number by dialling *#06#. If your device is not compatible, you will need a new compatible device to stay connected. For more details, see the Emergency Call Service Update page.

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I can’t make/receive calls

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