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  3. Can't make or receive calls on my Prepaid Mobile Phone

Can't make or receive calls on my Prepaid Mobile Phone

If you still need some assistance, please follow the steps below:

Can’t make a call from your mobile and need some help? Try these troubleshooting steps to help identify and fix the problem.  If this guide isn't able to help you, it will lead you to ways of contacting technical support directly.

Before you start...

This guide assumes the following:

  1. You're able to access this troubleshooting guide from another device or computer
  2. You're in an Optus 4G/5G coverage area. You can confirm here
  3. You've successfully made calls at your present location before (unless roaming)
  4. You've checked for a known problem with the Optus Network in your area. You can check here

Whilst testing, please...

  • Switch off Bluetooth and/or WiFi on your device
  • Monitor your device's status bar
  • Avoid using third party calling apps whilst testing

Let's start, do you have a compatible phone?

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. You can find more information here.

Next, are you hearing a message?

Next, are you hearing a Recorded Voice Announcement (RVA) when making/receiving a phone call?

Is it one of these?

The following is a list of the most commonly heard recorded voice announcements (RVAs) and the most likely reason for the announcement.

It is not a full list of possible announcements or reasons, nor does it include recorded voice announcements broadcast by other service providers.

Select the announcement you're hearing

Most likely reason

Your Prepaid balance is below the minimum amount required for the type of call you're dialling.

Recommended action

Check your Prepaid balance, recharge your service or talk to us.

Further help is available via the links below.

  • Check your Prepaid balance
  • Recharge your service
  • Contact us
    Most likely reason

    You've typed in an incorrect number or used an unrecognised dialling code

    Recommended action

    Check the following, if you're calling an Australian...

    • Mobile: The number entered is 10 digits long and begins '04'
    • Local landline number: The number entered is 8 digits long and correct
    • National (STD) landline number: You're using the correct area code, the number is 10 digits long and correct

    Check the following if you're calling Internationally...

    • You're using the correct international exit code or '+'
    • You're using the correct country code, area code and phone number

    Further help is available via the links below.

    • International Calling & SMS FAQ
    • Contact us

     

    Most likely reason

    The phone number you've called is not active or is diverting to another number that is not active. This is in issue with the service you're calling, not your service. 

    Recommended action

    Try calling a couple of other numbers to confirm.  If you still feel that there is an issue with your service, please contact us, our details are available via the link below.

    • Contact us
      Most likely reason

      The phone number you've called is not active or is diverting to another number that is not active. This is in issue with the service you're calling, not your service. Try calling a couple of other numbers to confirm.

      Recommended action

      Double check the phone number is still valid or contact the individual/business via an alternative number or method.

      If you still feel that there is an issue with your service, please contact us, our details are available via the link below.

      • Contact us
        Most likely reason

        The phone you've called is in an area that is experiencing network congestion or service difficulty. This is in issue with the service you're calling, not your service. 

        Recommended action

        Try calling a couple of other numbers to confirm or try contacting the individual/business later. If you still feel that there is an issue with your service, please contact us, our details are available via the link below.

        • Contact us
          Most likely reason

          The area you're in is experiencing network congestion or service difficulty.

          Recommended action
          • Try calling a little later or consider contacting the individual/business via an alternative number or contact method.
          • Report the issue to us by calling Mobile Technical Support on 13 13 44 (Open 24/7). Other ways to contact us and related operating hours are available via the link below.
          • Contact us
            Most likely reason

            The phone number you've called is diverting to a voicemail service that is inactive or has not been completely set up. This is in issue with the service you're calling, not your service. 

            Recommended action

            Try calling a couple of other numbers to confirm.  Trying contacting the individual/business via an alternative number or method.

            If you still feel that there is an issue with your service, please contact us, our details are available via the link below.

            • Contact us
              Most likely reason

              The phone you're calling from has been reported missing.

              Recommended action

              If you're the account holder of the service and have recovered your device, call us on 133 937 so that you can request for the block to be removed. For more information on what to do if your device has been lost/stolen or recovered see the related article below.

              • Lost / Stolen / Recovered Mobile Device
              • Contact us
                Most likely reason

                The phone you've called has been blocked as it has been reported missing. This is in issue with the service you're calling, not your service. 

                Recommended action

                Try calling a couple of other numbers to confirm.  Try contacting the individual/business via an alternative number or contact method. If you still feel that there is an issue with your service, please contact us.

                • Contact us
                  Most likely reason

                  The phone number you've called is not available to customers' on the Optus Network.

                  Recommended action

                  Contact the business via an alternative number or contact method.

                  If you still feel that there is an issue with your service, please contact us, our details are available via the button below.

                  • Contact us
                    Most likely reason

                    The phone number you've called is only available to customers' on the Optus Network.

                    Recommended action

                    Please call us on 133 937 if you want more information on accessing our services. If you feel there is an issue with your service, then contact the service provider that normally bills you for your service.

                      If you're hearing another announcement that does not explain the reason why you cannot make calls; take note of the code that can be heard at the end of the announcement. This is usually a sequence of letters and/or numbers.

                      Also take note, if the announcement states the name of a service provider. With the code on hand call Mobile Technical Support 13 13 44 (Open 24/7) from another phone for assistance.

                          Ok let's try these...

                          Toggle Flight Mode

                          If your phone features a Flight/Aeroplane mode, start here. If it doesn't, skip to Power cycle.

                          1. Confirm that your mobile device is not in this mode
                          2. Switch Flight/Aeroplane mode on for a few seconds, then switch it off again
                          3. Allow 5-10 seconds for your phone to reconnect to the surrounding mobile network
                          4. Check if this has fixed the issue, if not, go to Power cycle.

                          Power Cycle

                          1. Please turn your mobile phone off completely, for a minimum of 30 seconds
                          2. Then switch your phone back on again
                          3. Check if this has rectified the issue. If it hasn't, continue troubleshooting

                          Check your handset's settings

                          Check 4G/5G connectivity

                          Please note: Device manufacturers use different terminology to refer to connectivity settings and menus.  See Device Guides for assistance.  

                          If you've made a change, check if it fixes the issue, otherwise continue troubleshooting.

                          Fixed or restricted dialling

                          Some standard and smart phones have features that allow the user to 'lock down' the call functions on their phone. Manufacturers' use different terminology to describe these features, but they're usually called 'Fixed' or 'Restricted' dialling.

                          We recommend double checking that these features (where applicable) are not causing the problem.

                          Not the cause? Keep troubleshooting...

                          Tried another number?

                          Are you finding that the issue is limited to just one phone number? If you haven't already done so, please try a couple of different phone numbers. Then select if you're having trouble calling...

                          Possible reasons...

                          Here are the most likely reasons why you may not be able to call a particular number or type of number.

                          1. It's an issue with the service you're calling

                          If you're able to make calls to other phone numbers, then the issue is likely to be with the one phone number you're calling, not your service. We recommend contacting the individual/business via an alternative method/phone number.

                          2. Call barring is active

                          If you're unable to call certain types of numbers (e.g. Information or International calls) then it is possible that there is barring in place, preventing that call type from connecting. If you suspect this is the case, call us on 133 937 for assistance.

                          Check your balance

                          To access the internet, you need at least enough credit for the call type(s) that you're attempting to make.

                          Do you have enough credit?

                          Home or Abroad?

                          Where are you?

                          Reset your network connection

                          Performing a 'Manual Network Selection' on your handset will force a refresh of your handset's connection to the network.

                          How to reset your network connection

                          1. Access your mobile's 'Network', 'Carrier' or 'Cellular' settings
                          2. From the list of available mobile networks, manually select any network other than your current network
                          3. You'll receive an error stating something similar to 'Can't connect to selected network'. Your mobile is now fully 'logged off' from all connection sessions with the original network.
                          4. After receiving the error: Reselect the original network selection setting or automatic setting.
                          5. Your mobile, after a few moments, will reconnect with a fully refreshed network session
                          6. To complete the session refresh, switch your mobile off then on again
                          7. Retry your service now

                          Additional step for iPhone users: Reset network settings

                          Resetting your network settings will delete any saved WiFi / VPN configuration settings. After performing this step, you will need to re-enter these details. Your media, contacts and apps will remain unaffected.

                          1. From your iPhone's home screen: Tap 'Settings'
                          2. Tap 'General'
                          3. Scroll to the bottom: Tap 'Reset'
                          4. Tap 'Reset Network Settings'
                          5. Enter your passcode and confirm the reset.
                          6. Your iPhone will reset it's network settings and then restart, this may take a little longer than usual.

                            If you're unsure how to perform theses steps, you'll find instructions for selected handsets by clicking here. Alternatively consult your user guide or device's online support site. If these steps haven't rectified the problem, continue troubleshooting.

                          Update your operating system and reset your device

                          If you've already performed these steps or if they can't be performed for your mobile, proceed with the final step in troubleshooting.

                          Use your device's companion desktop software (e.g. iTunes) to assist you with these steps.

                          1. Perform a back up of your contacts, photos, media etc.
                          2. Confirm that your device has the latest version of its operating system installed and update it if required
                          3. Perform a 'Factory Reset', sometimes known as a 'Restore' of your mobile device (refer to your device's online support site)

                          After resetting/restoring your device, check if the problem has been resolved. If not, proceed with final troubleshooting.

                          Check your SIM Card

                          To eliminate the possibility of a faulty or dislodged SIM card, try cleaning and 'reseating' it, by following these steps.

                          • Animated instructions for iPhone and other selected handsets are available here.
                          • Take care if you need to remove your battery to access your SIM card
                          • Take care not to bend or scratch your SIM card
                          1. Switch your handset off and disconnect it from any external power supply
                          2. Remove your SIM card and gently wipe the metal contact(s) with a clean, dry cloth
                          3. Ensure the SIM Tray/Cavity is clean (Free of any dust and debris)
                          4. Return your SIM back into the phone, ensuring the gold section of the SIM and the cut off corner is positioned correctly
                          5. Restart your handset and check again for the issue, continue troubleshooting if it remains unresolved

                          Do you have access to an alternate handset?

                          • If you have access to another Optus or other 'network unlocked' device, try placing your SIM card into it.
                          • If the alternate handset experiences the same issue, it's possible that your SIM is faulty and may need a replacement
                          • If you can make calls from the alternate handset, you've eliminated the SIM card as a potential cause, place it back into your original handset, as your handset may be the cause of the problem.

                          Still not fixed and/or no alternate handset?

                          Information on how to contact us, report the problem and seek further assistance is below

                          We can help...

                          Thanks for attempting to troubleshoot the problem. Get in touch with us, so we can check your service, report any problem with the surrounding mobile network or help you out with your handset.

                          Please contact Technical Support / Faults on 13 13 44 (Open 24/7) for assistance.

                          Check your international access

                          Is international roaming active on your mobile service?

                          Check for a network agreement and capability

                          If your device does not auto-select one of our roaming partners, you can manually select a network in your devices 'Settings' menu

                          If the above is not the cause of the problem, continue troubleshooting.

                          Reset your network connection

                          Performing a 'Manual Network Selection' on your handset will force a refresh of your handset's connection to the network.

                          I've already switched my mobile off and then on again, wouldn't this have forced my handset to refresh it's connection to the network?

                          Not necessarily, most handsets resume their previous connection session after restarting. Therefore performing a manual network selection is the next step in getting your handset the best possible connection.

                          How to reset your network connection

                          1. Access your mobile's 'Network', 'Carrier' or 'Cellular' settings
                          2. From the list of available mobile networks, manually select any network other than your current network
                          3. You'll receive an error stating something similar to 'Can't connect to selected network'. Your mobile is now fully 'logged off' from all connection sessions with the original network.
                          4. After receiving the error: Reselect the original network selection setting or automatic setting.
                          5. Your mobile, after a few moments, will reconnect with a fully refreshed network session
                          6. To complete the session refresh, switch your mobile off then on again
                          7. Retry your service now

                          Additional step for iPhone users: Reset network settings

                          Resetting your network settings will delete any saved Wi-Fi / VPN configuration settings. After performing this step, you will need to re-enter these details. Your media, contacts and apps will remain unaffected. ~ important

                          1. From your iPhone's home screen: Tap 'Settings'
                          2. Tap 'General'
                          3. Scroll to the bottom: Tap 'Reset'
                          4. Tap 'Reset Network Settings'
                          5. Enter your passcode and confirm the reset.
                          6. Your iPhone will reset it's network settings and then restart, this may take a little longer than usual.

                            If you're unsure how to perform theses steps, you'll find instructions for selected handsets by clicking here. Alternatively consult your user guide or handset's online support site. If these steps haven't rectified the problem, continue troubleshooting.

                          Update your operating system and reset your device

                          If you've already performed these steps or if they can't be performed for your mobile, proceed with the final step in troubleshooting.

                          Use your device's companion desktop software (e.g. iTunes) to assist you with these steps.

                          1. Perform a back up of your contacts, photos, media etc.
                          2. Confirm that your device has the latest version of its operating system installed and update it if required
                          3. Perform a 'Factory Reset', sometimes known as a 'Restore' of your mobile device (refer to your device's online support site)

                          After resetting/restoring your device, check if the problem has been resolved. If not, proceed with final troubleshooting.

                          Check your SIM Card

                          To eliminate the possibility of a faulty or dislodged SIM card, try cleaning and 'reseating' it, by following these steps.

                          • Animated instructions for iPhone and other selected handsets are available here.
                          • Take care if you need to remove your battery to access your SIM card
                          • Take care not to bend or scratch your SIM card
                          1. Switch your handset off and disconnect it from any external power supply
                          2. Remove your SIM card and gently wipe the metal contact(s) with a clean, dry cloth
                          3. Ensure the SIM Tray/Cavity is clean (Free of any dust and debris)
                          4. Return your SIM back into the phone, ensuring the gold section of the SIM and the cut off corner is positioned correctly
                          5. Restart your handset and check again for the issue, continue troubleshooting if it remains unresolved

                          Do you have access to an alternate handset?

                          If you have access to another Optus or other 'network unlocked' device, try placing your SIM card into it.

                          • If the alternate handset experiences the same issue, it's possible that your SIM is faulty and may need replacement
                          • If you can make calls from the alternate handset, you've eliminated the SIM card as a potential cause, place it back into your original handset, as your handset may be the cause of the problem.

                          For further assistance give Technical Support a call on 13 13 44 (Open 24/7).

                          We can help...

                          Thanks for attempting to troubleshoot the problem. Get in touch with us so we can check your service and help you out.

                          Please contact Technical Support / Faults on: +61 2 8082 2642  (Open 24/7 - Free call from a Roaming Optus Mobile) for assistance. You can also contact us via Facebook, Twitter.

                          Add international roaming

                          To access the internet overseas, you must have roaming active and be in a country with an internet/data roaming agreement with Optus.

                          For more links to international roaming information click the button below.

                          International Roaming Links

                          Please consult the following information:

                          • International Roaming: Add, Remove, Rates & More
                          • International Roaming: Travel Pack Info

                          Time to top up?

                          To access the internet you need to have enough credit. Recharge links/assistance are available below.

                          Recharge Online

                          • Recharge Online

                          Other Recharge Options

                          • Top Up / Recharge Your Prepaid Mobile Phone

                          For assistance in checking you balance please consult this article. Then answer either 'Yes' or 'No' to the previous question as appropriate. Please consult the following information:

                          • How to Check Your Prepaid Balance
                          Related Articles

                          Recharge a Prepaid Mobile service

                          Set up or cancel Prepaid AutoRecharge

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                          Can't send/receive Messages: Mobile Phone troubleshooting

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