Troubleshooting mobile internet connectivity

If you're having trouble connecting to the internet from your mobile phone, we've got you covered. Below, we'll run through steps to get your service back online.

Before you get started: Head to our Network status page to check if there's an outage in your area:

Select the Mobile Outages tab
Search your address, suburb name or place
You'll be advised of any unplanned or planned outages in the vicinity that may be impacting your service

1. Check your settings

Here's some important things to check before troubleshooting any further.

1. Can you still make calls and send/receive text messages?

If you're unable to make a call or send/receive messages, you'll want to solve this issue first.

2. Has mobile data been switched on?

Head to your phone settings menu to check if mobile data has been enabled. For instructions specific to your handset, search for your device in our Device Guides:

Select your device → Click How To → Click Turn mobile data on or off

If mobile data has been enabled, move onto the next steps.

2. Reboot your device

3. Check for software updates

4. Check your mobile data settings

5. Check you have a compatible device

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.

6. Perform a network reset

If you've recently come back from overseas and you were connected to an overseas carriers' network, their settings may still be stored in your device. You can remove the settings by performing a network reset.

Note: A network reset will only reset your network settings. You will not lose any data that's stored on your device e.g. messages, contacts or photos.