Can't Make/Receive Calls: Mobile Phone Troubleshooting

We find that a large proportion of customers are able to resolve issues with mobile phone calls by following these steps, preferably on a separate device.

Before troubleshooting, please:

  • Connect to our mobile network (turn off WiFi/Bluetooth)
  • Use your default phone app /function (not a third-party calling app)
  • Check for a known network issue in your area - using this site
Step 1: Check the basics & restart

First, double check that Airplane/Flight mode is turned off and 3G/4G reception is switched on. Use our device guides if you need help with these steps.

Second, turn your device off, wait 30 seconds and restart. Then retest. If you're still not able to receive/make calls, continue to next step.

Step 2: Check for call diversions

Check to see if there is a diversion setting preventing calls from reaching your phone, in particular the "unconditional diversion" option, which can divert all calls.

You can check your diversion settings in the My Optus app or My Account. If you're still not able to receive/make calls, continue to next step.

Step 3: Confirm your balance/account status

Check your Postpaid balance or Prepaid credit to ensure your service/account(s) are up to date and free of restrictions. See this page, if you need to report a payment or request restoral.

If your account service/account is all up to date, continue to next step.

Step 4: Reset your network access

Reset your device's network access/configuration settings. Once complete, check for the issue again. See our device guides if you need help.

Tip. You may need to re-enter your WiFi password(s) after doing this.

If the issue remains, continue to next step.

Step 5: Final steps

Some final steps:

  • Check that your device's operating system is up-to-date
  • Confirm that any restricted or fixed dialling settings are switched off
  • Perform a backup, then a full restore/reset of your device

Retest after each attempted step and if you're still unable to receive/ make calls, get in touch with us.

Step 6: Get in touch with us

Thanks for troubleshooting the issue. It appears, however that the cause may be more complex. Contact us and we'll help you out. Advise the technician of the troubleshooting you've done.

Faults & Technical Support: Call 13 13 44 (available 24 hours a day, 7 days a week). Or chat with us online now.

When calling, please advise the technician of the steps that you've taken and note that they may ask you to repeat them, while they test the network.