Optus X Handsets: Device Troubleshooting (3G Optus X Lite)

Click on the relevant topic below.

Connection / Start Up Issues

My phone can't charge properly

  1. Make sure you are using an Alcatel battery and the charged from the box

  2. Clean the battery contact if it's dirty

  3. Make sure your battery  is inserted properly before plugging in the charger

  4. Make sure your battery is not completely discharged; if the battery power is empty for a long time, it may take around 20 minutes to display the battery charger indicator on the screen

  5. Make sure charging is carried out under normal conditions (0°C to +45°C)

  6. When abroad, check that the voltage input is compatible


My phone turns off by itself

  1. Make sure the power key is not mis-contacted

  2. Check the battery charge level

  3. If it still does not work, please reset the phone using the power key and the # key


My phone won't connect to a network or shows 'No service'

  1. Try connecting at another location or at a later time

  2. Verify the network coverage with us

  3. Check that your SIM card is valid

  4. Try selecting the available network(s) manually


The phone isn't be detected by others when using Bluetooth

  1. Make sure Bluetooth is turned on and that your phone is visible to other users

  2. Make sure the two phones are within Bluetooth detection range


My phone can't connect to the internet

  1. Check that the IMEI number (press *#06#) is the same as the one printed on your warranty box

  2. Make sure that the Internet access service of your SIM card is available

  3. Check your phone's Internet connection settings

  4. Make sure you are in a place with network coverage

  5. Try connecting at a later time or another location


How can I make the battery last longer

  1. Make sure you follow the complete charge time (minimum 3 hours)

  2. After a partial charge, the battery level indicator may not be exact. Wait for at least 20 minutes after removing the charger to obtain an exact indication

  3. Adjust the brightness of screen as appropriate

  4. Deactivate Bluetooth when not in use

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Display / Audio Issues

The flickering speech bubble icon with 3 dots is displayed on my standby screen

  1. You have saved too many short messages (SMS) on your SIM card; delete some


The caller's name / number does not appear when a call is received

  1. Check that you have subscribed to this service with us

  2. If you have, then your caller must have concealed their name / number


The sound quality of my calls is poor

  1. Adjust the volume during a call by pressing the Volume key

  2. Check the network strength

  3. Ensure that the receiver, connector or speaker on your phone is clean


Invalid SIM Card

  1. Make sure the SIM card has been inserted correctly

  2. Make sure the chip on your SIM card is not damaged or scratched

  3. Make sure the service of your SIM card is available


The SIM card is PIN locked

  1. Call us to obtain a PUK code (Personal Unblocking Key)

    Call us on 133 937

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Freezing / Phonebook Issues

My phone has not responded for several minutes

  1. Restart your phone by pressing and holding the Power key

  2. Remove the battery and re-insert it, then restart the phone

  3. If is still does not work, please reset the phone using the Power key and the # key

  4. If it is full, delete some contacts or save them as phone contacts instead


My phone can't be switched on / is frozen

  1. Check the battery, remove and put it back in, then turn your phone on

  2. Check the battery power level, charge for at least 20 minutes

  3. If still does not work, reset the phone using the Power key and the # key


I can't find my contacts

  1. Make sure your SIM card is not broken or inserted incorrectly

  2. Make sure your SIM card is inserted properly

  3. Import all contacts stored to SIM card to phone


I'm unable to add a contact in my contacts

  1. Make sure that your SIM card contacts are not full; delete some files or save the files in the phone contacts (i.e. your professional or personal directories


When I select a number from my contacts, the number can't be dialed

  1. Make sure that you have correctly recorded the number in your file

  2. Mare sure that you have selected the country prefix when calling a foreign country

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Phone Features Problems

I'm unable to make outgoing calls

  1. Make sure you have dialed a valid number and have pressed the green call key

  2. For international calls, check the country and area code are correct

  3. Make sure your phone is connected to a network, and the network is not overloaded or unavailable

  4. Check you have enough credit and that your recharge has not expired

  5. Make sure the SIM card is valid and that you have not barred outgoing calls

  6. Make sure the phone is not in Aeroplane mode


I'm unable to receive incoming calls

  1. Make sure your phone is switched on and connected to a network (check for overloaded or unavailable network

  2. Check you have enough credit and that your recharge has not expired

  3. Make sure your SIM card is valid and that you have not forwarded incoming calls

  4. Make sure you have not barred certain calls

  5. Make sure your phone is not in Aeroplane mode


I can't send / receive MMS

  1. Check the phone memory availability (as it might be full)

  2. Call us to check service availability and check MMS parameters

    Call us on 133 937

  3. Verify the server centre number or your MMS profile with us


I can't download new files

  1. Make sure there is sufficient phone memory to download the new file

  2. Select the microSD card as the location to store downloaded files

  3. Call us to check your subscription status with us

    Call us on 133 937


I can't access my voicemail / callers are unable to leave messages on my voicemail

  1. Make sure the Optus' Voicemail number (321) is correctly entered in "Voicemail number"

  2. Try calling Voicemail later if the network is busy

  3. Call us to check service availability

    Call us on 133 937


I'm unable to use features described in the manual

  1. Check with us to make sure that your subscription includes this service

  2. Make sure this feature does not require an Alcatel accessory

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