•    Coverage and Technical Troubleshooting
•    Coverage Maps
•    Lost or Stolen Mobile
•    Voicemail
•    Adjust Ring Time (Length)
•    Harassing Calls
•    Forms
•    Mobile Handset Insurance
•    Mobile Repair
•    Recycle your Mobile
•    User Guides
•    Global Roaming
•    Helpful

For all mobile coverage, data and BlackBerry faults please call the Optus Mobile Technical Support team on 1300 307 937. This helpdesk is available 24/7.

 Note: The voice prompt will ask you to enter the mobile number, but please DO NOT enter the mobile number - just hold the line and you will be forwarded to a service representative.

Coverage and Technical Troubleshooting

This Optus helpdesk is available 24/7 and responds to all queries relating to mobile calls, Optus Wireless Broadband, BlackBerry, mobile data, global roaming and MINT Portable Payment coverage and technical troubleshooting.

Phone: 1300 307 937 or +61 2 8082 2642 (for International callers)

Note: The voice prompt will ask you to enter the mobile number, but please DO NOT enter the mobile number - just hold the line and you will be forwarded to a service representative.

Coverage Maps

Optus is currently progressing a major expansion of its wireless broadband and mobile (3G/HSPA) network. Since the launch of the expansion program the size of the network has increased from 19,000 square kilometres to over 300,000 square kilometres and now covers 90% of the Australian population.

Upon completion of the network expansion in December 2009*, the Optus wireless broadband network will cover more than 1.2million square kilometres of landmass - that’s 98% of the Australian population!

This expanded Optus wireless broadband and mobile network will soon be known as the ‘yes’ G Network. *Timings are indicative only and subject to change.

Click here to access recent Optus mobile networks announcements and media releases. You can also view the Optus mobile network coverage areas throughout Australia. Use the Optus Mobile Coverage Locator to search for a single location or between two or three locations.

You can view the Optus mobile network coverage areas throughout Australia. Use the Optus Mobile Coverage Locator to search for a single location or between two or three locations.

Click here to access the Optus Mobile Coverage Locator.

Lost or Stolen Mobile

To report a lost or stolen mobile handset/service please phone 1300 307 937 or +61 2 8082 2642 (for International callers) and request to place a service suspension/outgoing call restriction on the mobile service number. In the event that you wish to receive incoming calls please ask the service representative to activate an incoming calls diversion to a nominated alternate service number.

Please ensure that you also notify us on 1300 306 296 from of your lost or stolen handset so that he can talk through your options to get back up and mobile again in the shortest time possible.

Voicemail

You can check if your voicemail is set up on your mobile by dialling '321'. If you get the message 'that number is not listed' your voicemail is not activated. If this is the case please call us on 1300 306 296 or your Optus Account Manager or the Technical and Troubleshooting helpdesk (1300 307 937 or +61 2 8082 2642) to activate this feature. You can access your voicemail remotely via any handset by dialling 13 33 21 and following the prompts.

Diversion Codes

Each diversion request (like divert on busy) has a specific code that informs the network what to do. Please refer below for the list of diversion codes.

• Unconditional (all) calls divert: 21
• Busy divert: 67
• No Reply (rings out) divert: 61
• Not reachable (out of coverage) divert: 62
• To activate a particular diversion (press from your handset): * * (code) * 321 # (send)
• To cancel a particular diversion (press from your handset): # # (code) # (send)

Adjust Ring Time (Length)

To adjust the length of time (in multiples of 5 seconds) that your mobile rings press from your handset * * 61 * 321 * * (amount of time in multiples of 5 but no more than 30) # (send)

Harassing Calls

We understand it is distressing to receive harassing and nuisance phone calls and those people who make them are committing an offence under the Commonwealth Crimes Act.

If you are receiving harassing phone calls, we can take steps to address this through the Optus Law Enforcement Liaison Unit. However, if the calls are life threatening, please report them immediately to the police.

To report harassing phone calls, please follow the steps below:

Step 1: If the calls are life threatening, please contact the police immediately

Step 2: If the calls are not life threatening or the police have referred you back to Optus please go to step 3.

Step 3: To stop being harassed you can request that your mobile number be changed to the next available number, free of charge. To request this please contact Michael Donoghue (02 8755 2840) or your Optus Account Manager.

Step 4: To assist Optus in their investigations please take note of the dates and times the calls were made over a two to five day period if possible. Note: Only calls within the last four weeks can be investigated.

Step 5: Call Michael Donoghue (02 8755 2840) or your Optus Account Manager and please have available the information you collected about the phone calls.

Note: Under the Privacy Act Optus is not allowed to reveal the offenders personal details to you. These details will be forwarded to the police directly via the Optus Law Enforcement Liaison Unit (LELU).

Mobile Handset Insurance

Optus SafeGuard Business mobile insurance is priced at $11.50 incl. GST per service per month. Coverage includes theft, accidental loss, accidental damage or electronic breakdown failure. The limit of liability is $3,300 incl. GST per service and includes up to $825 incl. GST per service for unauthorised calls and up to $660 incl. GST per service for contractual obligations. Please call Michael Donoghue (02 8755 2840) or your Optus Account Manager to enquire further.

Click here to download the Optus mobile SafeGuard insurance form.  (to be added)

Global Roaming

Global Roaming, also called AutoRoam, is the term used when you take your mobile phone overseas to make and receive calls while travelling. Global Roaming is not automatically activated and therefore you have to activate it before you are going overseas. Please contact Michael Donoghue (02 8755 2840) or your Optus Account Manager at least 24 hours before you travel so that we can activate your Global Roaming service. Call/SMS/Mobile Data charges vary depending on the country you’re travelling to and the Roaming Partner/Network you select. Upon returning from leave we recommend that you request us/Optus to reinstate the Global Roaming call restriction.

Click here to access the latest Optus Global Roaming details and call charges.

Click here to access Optus Global Roaming FAQ’s.

Helpful

Line 2 Troubleshooting:

Australian networks do not support line 2. If your mobile phone is displaying a line 2 in the top left hand corner or giving one of the errors listed below your mobile phone may be set on line 2. To resolve this problem press and hold down the hash (#) key and press ok when it says ‘Change Phone Line’ on the screen. If this does not resolve the issue view your mobile user guide or contact your manufacturer.

Error Messages indicating Line 2 issue

• '2' displayed on the top left hand side of the mobile phone screen (Nokia only)
• Check Network Service
• Check Operator Services
• Rising Tones

PUK Code

Your PIN (Personal Identification Number) is used to protect unauthorised use of your SIM card. When the PIN is enabled your mobile phone will require this 4-digit number whenever it is switched on. If the PIN code is entered 3 consecutive times incorrectly your SIM will become "PUKed" or Blocked. If your PUK code is then entered incorrectly 10 times or more the sim card will be wiped and need to be replaced. This is a security measure to protect your service. Please call us on 1300 306 296 or your Optus Account Manager to receive your PUK code or to replace your SIM card.