General Handset Support

Technical Support for most mobile phones
Most common handset problems are usually fixed by simply turning your handset off and back on.

Check handset settings
If that doesn’t fix the problem check that your settings are correct. Refer to the manufacturer's user guide that came with your handset. If you don’t have that with you, log on to the manufacturer’s website and check the support resources available for your handset.

Check credit balance
To check your Pre-Paid mobile balance please call 555 from your mobile phone.

Check your battery
Make sure that your battery is holding charge. Leave your handset on until the battery is fully drained of power, then recharge the battery for up to 24 hours.

If these troubleshooting tips don’t fix your handset, contact us. Alternatively, take your handset back to where you purchased it along with your contract and receipt if your handset is still within the warranty period.

Blackberry Support

Need help? Start here to find support for your BlackBerry® smartphone, software, and more. You can also find downloads and information on BlackBerry® Training, BlackBerry® Technical Support Services and BlackBerry 101 Demos.

Sending a SMS

Cannot Send SMS
If you are unsuccessful at sending an SMS message to an Australian mobile phone, check first you have sufficient credit by calling 555 from your mobile phone.

If you are still are unable to receive an SMS you may receive the following error messages:

Mobile Internet (GPRS, Optus ZOO, MMS)

If you are unable to send a MMS message or access the Internet from your mobile phone, first check you have sufficient credit by calling 555 from your mobile phone.

Cannot access Internet

1. Switch handset off and on to refresh settings
2. If you are still unable to access the Internet, you can go to Optuszoo to check your settings or resend new settings.
3. Alternatively, if you are still unable to access the Internet, contact us.

Cannot send an MMS

1. Switch handset off and on to refresh settings
2. Send an MMS to yourself to test your MMS
3. If you are still unable to send an MMS, your settings may need to be reset. Login into Optus Zoo, to verify the make and model of your phone
4. Follow the instructions to set up MMS
5. An SMS notification message will then be sent to your handset, which will be followed by another SMS with data settings. Please save or activate these settings to your handset.
6. Repeat steps 1 and 2

Note: If you are still unable to send an MMS, contact us.

Lost Or Stolen Mobile

Step 1: Phone the number immediately

If you think that your mobile has been stolen or lost you should try the number to see if you can hear the phone ringing.

Step 2: Contact us to bar the phone

If you think your mobile has been stolen you should contact us to bar the service, which prevents outgoing calls and outgoing SMS text messages. Please note that this bar will deactivate any diversions you have in place and block any other services such as WAP or GPRS.

It may take 15 minutes to an hour to block your SIM card. However, you will not be charged for any calls after you notify Optus Customer Service. If you are not the account holder but need to bar the service, you can do so on their behalf. The account holder will need to then contact Customer Service within 24 hours in order for the bar to remain active.

Step 3: Report the phone missing

If you think your mobile has been lost, contact us immediately.

If you think your mobile has been stolen and you would like to make an insurance claim contact your local police station (do not ring the emergency number 000). The police will provide a report number, which you will need to quote to Optus Customer Service – contact us.

Step 4: Optus Customer Service blocks the IMEI (International Mobile Equipment Identity) number.

Optus also gives you the option of IMEI blocking which prevents another sim card being used in your handset on the Optus, Telstra or Vodafone network. Once the IMEI is blocked, it means that if someone does find your handset they will not be able to use it with a Telstra, Optus or Vodafone SIM card.

Customer service will not able to action an IMEI block for a non account holder.

Step 5: Replace the mobile phone

There are different options available to Customers who require a new phone.

• Buy new Pre-Paid Mobile Phone starter kit
• Buy a new handset or use your spare mobile
• Upgrade your prepaid mobile
• Buy 2nd Hand Mobile Phone – you can buy a 2nd hand phone from a 2nd hand goods store.
• Purchase a new SIM card from an authorised Optus world store, then contact us to register the SIM. Always check the IMEI number through the AMTA website.

What if I find my phone?
If your phone is recovered, contact us to take off the bar and unblock the IMEI, which takes about 24 hours for all types of services.

Precautions for your new phone
Below are some precautions you should consider to reduce the possibility of unauthorised calls if your phone is lost or stolen:

• IMEI: the IMEI number is independent of the phone number and is usually written underneath the battery or SIM card on the back of the handset itself. Record and store the IMEI number in a safe place. Most phones are able to tell you their IMEI number when you dial *#06# from the mobile handset.
• Use a Personal Identification Number (PIN): A PIN number can be programmed to bar entry to the phone or sim card. Follow the instructions in the phone user guide to set the Equipment Lock feature.
• Keep PIN and IMEI numbers in a safe place.
• Do not leave the phone unattended in the car.
• Do not wear the phone on your hip in crowded areas.
• Do not leave the phone in your pocket where it can easily fall out.

Mobile Phone Returns

The information below is currently being updated and will soon contain a link to Optus' comprehensive handset returns policies. If your mobile phone is experiencing a fault (which will need to be verified by assessment and which excludes damage caused by wear and tear or misuse), you may be entitled to a remedy under the manufacturer's warranty or under the Trade Practices Act 1974. We recommend that you take your phone into your nearest Optus store, or if you have any queries please contact Optus on 1300 308 730.

Please note that this returns process is for purchases made online only. For handsets purchased in an Optus World store or authorised dealer, please take the phone, including all accessories and proof of purchase to your original place of purchase.

Optus' online policy for Pre-Paid handset returns is designed to help you if you receive a new Pre-Paid handset that does not work (Dead on Arrival or DOA), or if the phone becomes faulty early in its life (Early Life Failure or ELF). In these two scenarios, Optus will offer either a new phone via a satchel, or a credit refund.

1. Dead on Arrival (DOA) - DOA is when the handset purchased is first switched on (at time of receipt of the handset) and a fault is detected within the same periods outlined under Early Life Failure (ELF) below.
2. Early Life Failure (ELF) – ELF occurs when the handset purchased has become faulty within 30 days of the purchase date for Nokia and Sony Ericsson or 14 days for all other handset manufacturers. The fault is the result of a handset issue and not the result of damage by the user.
3. Refund – Refunds are available to customers who do not want to take advantage of our replacement handset policy. Faulty DOA and ELF handsets can be refunded after the returns process is followed. A credit will be applied to the credit card used to purchase the Pre-Paid package.
4. Replace – To obtain a replacement handset please follow the below steps.

The procedure below is to be followed if you receive a handset and it is determined to be a Dead on Arrival (DOA) / Early Life Failure (ELF) and therefore requires a Replacement Pre-Paid package or a Credit Refund.

1. Contact Optus on 1300 308 730
2. Advise customer service representative that you have a Dead on Arrival (DOA) or Early Life Failure (ELF) Pre-Paid handset
3. Confirm what you would like to do i.e.: Return DOA or ELF Pre-Paid package for replacement package or a credit Refund
4. A satchel will be sent to you for the faulty Pre-Paid handset to be returned to Optus. Remember to include all items that came with the handset including any accessories and the original packaging
   
   EITHER
   
5. A complete replacement handset will be sent to you
   OR
6. A credit card refund will be applied once the faulty satchel is received in full

Consumer Sales Direct Sales Support:
Hours of Operation and Queue Number: 1300 308 730
9am - 5.30pm(EST) Monday - Friday
Closed – Saturday and Sunday
Closed - All National Public Holidays

OPTUS reserves the right to charge you for any damaged, incomplete or non-returned goods.

If you believe your handset is faulty, please contact us.

Unlock My Phone (PUK)

Your PIN (Personal Identification Number) is used to protect unauthorised use of your SIM card. When enabled your 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.

Access your PUK online
Optus customers who have a 14 digit account number, starting with ‘8’ can access their PUK online. If you are eligible visit optus.com.au/myoptusaccount and register a new username and password to access My Account. Once you have linked your Optus accounts to your web profile, follow the steps below to access your PUK.

1. On the My Account menu, click on My Products
2. Select Unlock PUK
3. Select or enter your mobile number and click Submit
4. Your PUK is displayed

Access your PUK by phone
For customers who are not eligible for My Account, contact us to get your PUK code.