Troubleshoot Mobile Broadband connectivity

If you can't connect to the internet from your active Mobile Broadband (4G Plus / 3G dual band), or Home Wireless Broadband (4G Plus), here are some solutions that may help before contacting us.

Before you begin, head to Check Network StatusOutages to see any planned our unplanned outages in your area.

Step 1: Check the basics
  1. Switch your device off (do not select restart), wait 30 seconds and turn it on again. If you're using 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 computers USB port

  2. Check that your SIM card is correctly inserted into your device

  3. Try your SIM card in another device (If the problem continues, there could be an issue with the SIM)

  4. Your modem's location can affect your signal. For more information, see WiFi Connectivity and Troubleshooting.

If you're still having issues connecting, go to the next step.

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Step 2: Check device settings
  1. Switch off WiFi and Bluetooth

  2. Make sure your device is not in Airplane mode

  3. Check the device has its 4G / 3G Cellular Data switched on

If you need help, use our device guides.

If you're still having issues, go to the next step.

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Step 3: Check data settings
  1. The Authentication Access Number (AAN) is set to *99#

  2. The Access Point (APN) matches your current Mobile Broadband / Home Wireless Broadband plan offer. For more details, see Mobile APNs & settings.

  3. Save any changes, restart your modem / device and retest your connection

If your data settings are correct, go to the next step.

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Step 4: Check hardware & firmware (USB modems only)
  1. Test your USB in another high-powered port on your computer (USB ports on auxiliary devices are not high powered for the modem to function optimally)

  2. Check device's firmware / operation system is up to date

  3. Perform a re-install of the application:

    • On a PC
      1. Remove your USB modem from the USB port

      2. Go to Control Pane > Add/Remove Programs

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

      4. Click Remove

      5. Switch your PC off for 30 seconds > Restart your PC

      6. Reinsert your USB modem / dongle into your high-powered USB port

      7. 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 > Empty the trash

      5. Switch your Mac off for 30 seconds > Restart your Mac

      6. Reinsert your USB modem / dongle into your high-powered USB port

      7. Reinstall the Optus Mobile Broadband application

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

If you're still having issues, see further help.

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Further help

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).

Keep in mind we may ask you to repeat some of the troubleshooting steps, so we can check the diagnostic responses from our network.

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