Check that your accounts / bills are not overdue.

• You can check your balance in a number of ways, see How to view your Optus bill 
• If your service has been suspended / restricted, see How to report a payment and restore your service

Check that your phone is not diverting to another number. Active network diversions can be removed by dialling #78 from your Home / Office Phone.

If your Home / Office Phone has an in-built diversion (non-Optus based) setting, check that it's not active.

Check your handsets & sockets

Ensure all your handsets / cradles are securely plugged into their respective wall sockets and that all the handsets are properly hung up or on standby.

If you have cordless handset(s)

1. Check that your cordless handsets are holding charge and your batteries are not flat.
2. Make sure each handset is securely inserted in its base station cradle and that the handset has 'registered' with the base station correctly.
3. Check if the handsets are within range of the base station / cradle as specified by your manufacturer. Walls, floors, ceilings and other electrical equipment can interfere with or weaken their range.
4. Make sure there is at least 30cm separation between the base station / handset and any other wireless broadcasting or high-power equipment in your home. eg. wireless doorbells, Wi-Fi routers, repeaters, Bluetooth devices, computers, microwaves, etc.

Reboot the modem

1. Reboot or reset the modem that your phone is connected to
2. Wait for the modem to re-establish a stable connection / lights are showing a consistent pattern. (Up to 3 min)
3. Check if the issue has been resolved

Is it only happening with some numbers?

If the issue only occurs with a few people trying to contact you, we'll need some details before we can fix it.

Prior to calling us try to get the phone numbers of the people who are unable to contact you, the name of their carrier and an estimate of the date and time of their attempted call(s).

Conduct an 'isolation test' to determine if the problem is caused by one piece or a combination of your equipment.

Unplug / disconnect all phones and any other equipment that is currently connected to your phone sockets. This can include double adapters, answering machines, extension cords, fax machines / printers, smart appliances, eftPOS terminals, Pay TV boxes, extension cords, etc.

Then plug only 1 handset (preferably a corded phone) back into the modem.

If your service starts receiving calls again:

You've established that some of or a combination of your equipment is causing the problem. To identify the specific piece of equipment or combination that's causing the issue:

• Reconnect each piece of equipment, one at a time.
• Check if the problem has been resolved
• Continue to reconnect your equipment and check if the issue recurs

If you're unable to receive calls after connecting a specific piece of equipment - you have identified the source of the issue.

If your service is still not working as it should:

Please leave everything unplugged, except for one handset and contact us. 

Calls to our contact centres from an Optus Mobile Phone service are not timed.

Please note: We may ask you to repeat some of these troubleshooting steps while we check for any network related issues / responses to these steps.