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Mobile

3G / 4G / 5G – what do they mean?

3G, 4G and 5G refers to the generation of mobile phone technology that provides mobile data service to mobile devices.

3G = 3rd Generation, 4G = 4th Generation and 5G = 5th Generation

3G, 4G and 5G measures the speed when downloading files from the internet.

This has no impact on calling or sending SMSs, switching between generations will only affect the speed of your mobile data network.

Can I bring my current phone number across to Aussie Broadband?

Yes! Once you have received your SIM, you will have the option to bring your current number over to us.

Simply activate your SIM here, or call our friendly customer support team on 1300 880 905, and you will be presented with the option of porting your number.

Please note: if you are thinking of switching from another provider and are currently in a contract, we recommend checking with them for charges associated with ending your current contract early.

Can I upgrade my plan mid month?

Absolutely! You can upgrade your plan by either calling our wonderful customer support team on 1300 880 905, or going to the MyAussie app/portal.

Changing your ring time

Changing your ring time before a call diverts to another phone number?

The ring time can be set in increments of 5 seconds to a maximum of 30 seconds.

Dial the code below with XX being the number of seconds (05, 10, 15, etc)

Dial **61*Number**XX# then press call/send. Example: To set the ring time for 20 seconds, dial **61*Number**20#

Changing your ring time before a call diverts to voicemail

The ring time can be set in increments of 5 seconds to a maximum of 30 seconds.

Dial the code below with XX being the number of seconds (05, 10, 15, etc) Dial **61*321**XX# then press call/send.

Example: To set the ring time for 20 seconds, dial **61*321**20#

Coverage and Speed

Aussie Broadband ABN 29132090192 acts as a reseller and uses the 5G, 4G and 3G mobile network and capabilities of the Optus Mobile Network to provide our mobile services.

Powered by the Optus Network, the mobile product of Aussie Broadband provides 3G that covers 98.5% of the Australian population and 4G coverage that reaches 98% of the Australian population. 5G coverage is being rolled out and currently only available in selected areas (excl. TAS & NT)

To see a coverage map, click here.

We cannot guarantee the speeds you will see because there are many factors affecting speed, such as devices, network traffic, locations or sources of content. However, we think you'll love the Superfast Optus 4G and 5G Network.


Coverage Disclaimer

COVERAGE: With 3G devices, you can access 3G (UMTS 2100 MHz / 900 MHz) network. With 4G devices and a compatible plan, you can access 3G network plus some or all of the 4G Plus network. Optus 4G Plus network uses multiple frequencies (LTE 700 / 1800 / 2100 / 2300 / 2600 MHz) to provide coverage. 5G: Coverage and speed will vary depending on your device and location. Check coverage here, based on your address. If you bring your own device, make sure it's not locked to other networks and is compatible and the Optus network.

Getting to know your SIM card

Pictured below is a sample of the SIM cards that we issue to our customers.

You can find the SIM number in the top left corner of the card. It is also written on the SIM card itself, opposite to the gold chip.

Our SIM cards are ‘triple punched’ or a ‘3-in-1’ SIM. This means the SIM can be broken down into 3 different sizes (Standard, Micro or Nano) to fit any mobile phone.

If you are ever confused about which size to use, simply Google the model of the phone to confirm the size.

Just remember that if you make the SIM card too small, you can put the SIM back into the larger bracket. It is best to sit the SIM and bracket on a flat surface to put it back together.

How do I activate my new SIM card?

If you have recently purchased a mobile sim service through Aussie Broadband you can activate your SIM by going to our activation page here.

To activate the SIM, you will need the "SIM number" as well as the “activation code” which you can find on the inside of the green envelope that your SIM card arrived in.

If you have issues or need help, simply call our technical support team who can help guide you through this process on 1300 880 905.

How do I cancel my plan?

You can cancel your plan by calling our friendly customer support team on 1300 880 905.

How do I find out the IMEI number of my mobile phone?

The IMEI number is usually located either under the battery in the back of your mobile phone or on the box in which your mobile phone was delivered in.

The IMEI number is an equipment identifier and is unique to every mobile handset. It is a 15 digit number. This number can also be obtained by typing *#06# followed by the call button. This key combination will then present your IMEI number on your screen.

How do I replace a sim?

If you need to replace your SIM card, please call our lovely customer support team on 1300 880 905, and they'll organise a new one for you.

How do I upgrade or downgrade my plan?

You can change your plan by either calling our friendly customer support team on 1300 880 905 or by using the MyAussie portal/app.

How much data do I need for my mobile plan?

No one wants to pay more money for data they don't end up using, and hitting that sweet spot when choosing the amount of data for your mobile plan can be unnecessarily difficult.

But we are here to help! Here's a few things you should consider when selecting the data allowance on your plan:

  • Access to Wi-Fi

    Having access to Wi-Fi once you leave the realm of your home Wi-Fi (work, university or school), will impact the amount of data required.

  • Phone use

    Do you even use your phone while out of Wi-Fi range? Do you read on the train everyday, listen to downloaded music, use your work phone, use your phone's GPS for directions or completely ignore your phone during business hours? Understanding how you use or don't use your phone will help with your data allowance selection.

  • What apps you use and how data intensive they are?

    For a guide of how data intensive apps can be, we've provided some estimates below:

  • YouTube


    Quality 10 minutes 1 hour
    4K (UHD) 450 MB 2.7GB
    1080p (HD) 275 MB 1.65GB
    720p (SD) 145 MB 870 MB
    480p (SD) 44 MB 264 MB


    Netflix


    Quality 1 Hour
    4K (UHD) 7GB
    1080p (HD) 3GB
    720p (SD) 1GB
    480p (SD) 500 MB

    Audio Streaming – Spotify, Apple Music


    Platform Per Second Per Minute Per Hour
    Spotify Free 160kbps 1.2MB 72MB
    Spotify Premium 320kbps 2.4MB 144MB
    Apple Music 256kbps 1.9MB 115MB
    Google Music 320kbps 2.4MB 144MB

    Social Media – Facebook, Instagram and Twitter


    If you’re just scrolling through your social media and having a gander at the content on offer, expect to use roughly 1.5MB per minute. When you start interacting with the content, for instance watching videos, clicking on a bunch of photos, commenting on posts and messaging friends, your internet usage will increase to 2.5-3MB per minute. An average user will likely use roughly 3GB per month on social media, but a heavy user can use 3GB in a single day.


    Once you have figured out how much data you need, you can order an Aussie Broadband mobile service here.


    Just remember that you can change your mobile plan at anytime if your data needs change.

How to add/switch a mobile plan

How to add/switch a mobile plan

  1. Download the MyAussie app from the App Store or the Play Store, or enter the my Aussie portal online.
  2. Once logged in, select Services in the top right corner. (Tip: You can find your login details in the step 1 Email you received when you signed up with Aussie)

  3. When you see the overview of all your current services, select Add a service.

  4. Select Mobile, then choose your desired plan. (Note: we will be directly linking to this page on the App)

  5. Fill in your desired plan and details then hit Order. Your SIM will then be sent to the address you have entered.



    Note: the promo box should be prefilled with a code if there is an active promotion. If you don’t activate the SIM within 60 days, the application will be cancelled.
  6. If you wish to order more SIM cards, please repeat this process.

    Note: Once you receive your SIM and follow the activation instructions with the SIM, you'll then be able to confirm that you will be porting your existing number.

International Roaming

Headed overseas and want to take your phone? We have international roaming, but you may need to activate it prior to leaving Australia.


How it works

Although International Roaming is disabled by default, you may already have this enabled on your account. If you’re heading overseas, we recommend you check My Aussie, or contact our customer service team on 1300 880 905 to check if this feature is enabled or not.

Once enabled, it will automatically activate upon entering selected countries (potentially even if the phone is in Airplane Mode).

Eligible countries

The full list of countries which automatically activate upon entry can be found here, along with their rates.

Please note, 

It is your responsibility to check with us before you travel to see if international roaming is enabled or disabled on your device and Aussie Broadband service. If you would rather not incur additional charges when traveling overseas, we would recommend you have this feature disabled, even if you plan on leaving your phone in flight mode.

How to avoid unwanted additional charges and bill shock

If you intend to use a large amount of data, it is recommended that you connect your device to a WiFi connection in the country you are visiting. Data can be consumed quickly if you are browsing social media or watching videos. Also, remember your phone and apps quite often constantly use data 'in the background'. Please note there can be a 48-hour delay between when you use data and when it is recorded on our usage website, so you should not rely on these notifications.

PAYG charges: You will be charged for every call or SMS, and every MB of data you use, as per the PAYG rates for the country you are in.

MMS: MMS charges will apply for all countries, as per PAYG rates.

If you are in any doubt, we would recommend you disable international roaming and purchase a local SIM from the country you are visiting. It is your responsibility to keep a close eye on your roaming charges when overseas. PAYG rates could end up costing you a small fortune. Be careful with your usage!

Click here for the Critical Information Summary

Issues with inbound/receiving calls?

Here's some helpful tips for inbound calling issues.

  1. Double check that ‘Do not Disturb’ and ‘Airplane Mode’ disabled.
  2. Do you have coverage on your handset?
  3. Check if you have ‘Silence Unknown Calls’ enabled - ‘Silence Unknown Calls’ stops any calls with ‘No Caller ID’ from coming through.
  4. Are you trying to call over WiFi? - It might be worth turning off your Wi-Fi, just to see if you still have the same issue. Some phones allow you to call over Wi-Fi.
  5. Try ‘Reset Network Settings’.

If you are still having trouble receiving calls, feel free to call our lovely support team on 1300 880 905.

Issues with internet/Mobile data?

Here's some helpful tips for when your internet/mobile data is playing up.

  1. Are you using mobile data or Wi-Fi?
    • This will determine whether the issue is with the SIM or your Wi-Fi/router.
  2. Check that your mobile data is enabled in the settings.
  3. Have you used all of your data allowance?
    • If you have, you can purchase a data top up.
  4. Are you able to use the internet through any other apps?
  5. Try ‘Reset Network Settings’.

If you are still having trouble with outbound calls, feel free to call our lovely support team on 1300 880 905.

Issues with outbound/making calls?

Here's some helpful tips for outbound calling issues:

  1. Double check the number you are trying to call.
    • Is the phone number valid?
    • Are you able to call other phone numbers without an issue?
    • Are other people able to call the phone number without an issue?
    • Have you successfully called that number before?
  2. Listen for the exact error message
    • “The person you are calling is currently switched off or out of range” - Usually means the number you are calling does not have coverage, has airplane mode/do not disturb enabled, or their handset is switched off.
    • “The number you have called is not connected” - The number is inactive or has been disconnected.
    • “The number you have called is unavailable” - The number may be on another call and you should try at a later time.
  3. Try ‘Reset Network Settings’.

If you are still having trouble with outbound calls, feel free to call our lovely support team on 1300 880 905.

Issues with SIM registration?

Here's some helpful tip for SIM registration issues:

  1. Make sure your SIM card has been entered into the phone correctly. The gold chip, generally, should be facing the interior of the mobile handset.
  2. Double check that the SIM card is in the SIM card slot and not in the Micro SD slot.
  3. Check that your handset is not locked to another provider.
    • If your handset is branded by a provider (e.g. Telstra), it's generally a good indicator that it is locked.
    • Getting an error message stating “Invalid SIM”, “SIM unsupported”, or “Network Locked SIM card inserted.”
  4. Check you have mobile coverage.
  5. Ensure that ‘Do Not Disturb’ and ‘Airplane Mode’ are disabled.
  6. Does the SIM card work in an alternate handset?
    • If yes, the issue is likely with the handset.
    • If no, the issue is likely with the SIM card.

If you are still having trouble with your SIM registration, feel free to call our lovely support team on 1300 880 905.

Mobile Voicemail FAQ

please note: this is for mobile customers who ordered a sim before the 03/05/2021. If you ordered after this date, head here.

Here's all the information that you need to know about setting up your mobile voicemail.

What do I dial to call voicemail?

How do I initiate Voice setup?

How do I change my mailbox settings?

How can I manage my voicemail greetings?

How can I access my voicemail remotely?

How many messages can be stored in my voicemail?

How long are unplayed messages held for?

How long are played messages held for?

How long are played and stored messages held for?

What do I dial to call voicemail?

To access your voicemail: Dial 101 or 141

How do I initiate Voice Setup?

  1. Dial 101 or 141 from your handset
  2. Enter your 6-digit PIN and press the # key
  3. Record your name and press # key
    • If you wish to listen to your recording - press 1
    • If you wish to re-record your recording - press 2
    • If you're okay with your recording - press # to save
  4. Record all call greeting and press # to save
    • If you wish to listen to your recording - press 1
    • If you wish to re-record your name - press 2
    • If you are okay with your recording - press # to save

How do I change my mailbox settings?

  1. Dial 101 or 141 from your handset, then
  2. To change mailbox settings - press 3
    • To setup login options (setup voicemail pin) - press 1
    • To change notifications settings (to enable or disable SMS notifications) - press 3
    • To return to your previous menu - press *
    • Help administering your mailbox - press 0

How can I manage my voicemail greetings?

  1. Dial 101 or 141 from your handset, then
  2. To manage your greetings - press 2
    • To setup your all call greetings - press 1
    • To record your name - press 2
    • To return to the previous menu - press *
    • Help administering your mailbox - press 0

How can I access my voicemail remotely?

To access your voicemail remotely, perform the following steps:

  1. Dial the MSN and wait for the diversion to voicemail
  2. While the greeting is being played, press the # key
  3. Enter the PIN number set up for the service and press the # key again

After completing these steps, you will have access to the voicemail box as if dialing to the voicemail short code from your handset.

How many messages can be stored in my voicemail?

A maximum of 20 messages can be stored in your voicemail, each message can be up to 60 seconds.

How long are unplayed messages held for?

Unplayed messages are held for 10 days.

How long are played messages held for?

Played messages are held for 7 days.

How long are played and stored messages held for?

Played and stored messages are held for 10 days.

Setting up and cancelling diversions within Australia

  • All Conditional - Busy, No Reply and Unreachable: Dial ** 004 * 321 # Call
  • Only Busy: Dial ** 67 * 321 # Call
  • Only No Reply: Dial ** 61 * 321 # Call
  • Only Unreachable: Dial ** 62 * 321 # Call
  • Unconditional: Dial ** 21 * 321 # Call
  • Cancel Diversions to Voicemail: Dial ##004#

Standard porting hours for transfering current number to Aussie Broadband

The standard porting hours are as follows:

  • Monday to Friday: 08:00am to 08:00pm Australian Eastern Standard Time
  • Saturdays: 10:00am to 06:00pm Australian Eastern Standard Time
  • Closed on Public Holidays

Orders submitted outside of these hours mentioned above will be queued in our system for processing.

Tips for managing your mobile data allowance

  1. Connect your phone to Wi-Fi or a secure free Wi-Fi network when available.
  2. Turn off automatic downloads/updates in the App Store/Google Play Store.
  3. Turn off any other kind of automatic updates in the settings and set software updates to only run when connected to Wi-Fi.
  4. Turn off Wi-Fi Assist in settings.
    • Wi-Fi Assist automatically switches the phone to use mobile data or Wi-Fi based on what has better signal
  5. Turn off mobile data for any apps that are not being used.
  6. Double check that you are on a plan that suits your usage needs.

What do I do if my mobile phone is displaying ‘PUK CODE’?

After 3 unsuccessful attempts at entering your PIN code, your mobile phone will display "Enter PUK Code". If you enter the PUK (Personal Unblocking Key) incorrectly 3 times your handset will shut down. This is a security measure and you'll need to purchase a replacement SIM card.

What do I do if my mobile phone is lost or stolen?

In the event that your mobile phone is lost or stolen, please give our friendly staff a call on 1300 880 905 and we will place a barring on the handset. This will prevent the mobile phone from making outbound calls, only allowing it to receive incoming calls.

What is a SIM-only plan?

As the name suggests, a SIM-only plan just refers to the data, talk, text and any other add-ons of a mobile plan. No handset included.

A SIM-only plan pairs perfectly with your existing unlocked phone or even that new phone you have your eye on. As long as your phone is unlocked, our SIMs will work.

None of our SIM-only plans come with a contract, so you are free to change your plan as your needs change.

What is Data Sharing and how does it work?

What is Data Sharing?

Data sharing allows all the services on the same account to combine their data and create a pool of data that all services can draw from.


How does Data Sharing work?

If an Account holder has a phone service with 10GB data (never going over) and 2 kids with a phone service with 5GB (but always reaching the limit). Instead of managing each service's usage, the account holder can combine all three data allowances to create a data sharing pool of 20GB that each service draws from.


Notifications

You will receive notifications at 50%, 85% and 100% data usage.

What is the mobile pre-port verification?

Aussie Broadband has taken steps with our pre-port verification system to help protect your phone number from fraudulent or accidental ports as required by law. Pre-port verification helps to verify that you own your existing mobile number that's being transferred to us during the SIM activation process.

What happens during the pre-port verification?

Upon submitting your SIM activation to us, you will receive a 6-digit code sent to your mobile phone via SMS. You will need to enter this code in the pre-port verification window as soon as you receive it. This helps confirm that you are the owner of the mobile phone number.

You can read more about why this is important here. If you have any questions or experience problems with the pre-port verification, please reach out to our team by calling 1300 880 905.

What is WiFi Calling and how do I enable it?

What is WiFi Calling?

As the name suggests, WiFi Calling lets you make and receive calls, SMS and MMS over WiFi.

To use it, you need a compatible WiFi Calling device, to be connected to a supported WiFi network and not have enough mobile network coverage to make a call.


How do I enable it?

To enable WiFi Calling, you need to follow these 2 steps.

1. Activate VoLTE

Please Note: when VoLTE is turned on, the WiFi Calling feature should also turn on.

Apple

  • Tap Settings icon on Home screen
  • Tap Mobile menu item
  • Tap Mobile Data Options menu item
  • Tap Enable 4G menu item
  • Select the Voice & Data option to enable VoLTE

Samsung

  • Open Apps icon
  • Locate Settings Icon
  • Select Connections
  • Click Mobile Networks
  • Select VoLTE to enable on the device

2. Activate WiFi Calling

Please note: If you only complete step 2 (turning 'on' WiFi Calling without turning 'on' VoLTE), your call setup time may be delayed by around a second. You will also not be able to switch between the WiFi network and mobile network during the call.

Apple

  • Tap Settings icon on Home screen
  • Tap Mobile menu item
  • Tap WiFi Calling
  • Switch the WiFi Calling on This iPhone slider to On
  • You'll see a warning about location data and what your carrier collects. Tap Enable to turn on WiFi Calling.

Samsung

  • Open Apps icon
  • Locate Settings Icon
  • Select Connections
  • Click WiFi Calling
  • Select ON to enable WiFi Calling

If you have any issues or need help, don't hesitate to reach out to our lovely support team on 1300 880 905.

What should I do if my mobile number has been ported without my authorisation?

Unauthorised mobile number porting is when your personal details are used to “port” or transfer your mobile number from one provider to another without your consent.

To protect our customers from unauthorised ports, we have added an additional identity verification process that is used during the porting request process to verify the identity of the person making the porting request. This will happen before your number is ported.

If you suspect your number has been ported without your authorisation, you should immediately:

  • Report any suspicious activity to Scamwatch, IDCare, and/or ReportCyber;
  • Report the activity of the scam or suspicious activity you’ve experienced to the Australian Federal Police or the relevant State or Territory Police;
  • Contact your bank to advise of the unauthorised porting. Scammers will have access to your mobile, therefore if they try to access your bank account a verification code may be sent from your bank to your mobile phone, which the scammer has access to;
  • Change your passwords to any account that was accessible via your mobile number. The scammer may have gained access to social media profiles, email accounts and banking details via your mobile number.

Tips on protecting your identity and preventing unauthorised number transfers

  • Ask your bank to set up a secret pin number or password that only you know, to identify yourself when you contact them.
  • Be aware of any mention you have made of your mobile number online
  • Change your settings on Social Media accounts to ensure your mobile number is private and not available for public viewing.
  • Change your settings on Social Media accounts to ensure your birthdate is private and not available for public viewing.
  • Create strong passwords for your social media and any online accounts. Your passwords should be different to each other, you can use password manager software to assist with this.
  • Wherever possible, use two-step verification to log in to your online accounts. Two-step verification is when you are sent a verification code via SMS or email that needs to be entered before you can log in to an account
  • Delete emails regularly. Try to remove any emails from your inbox that may identify your identity or accounts (such as utility bills, bank statements etc). This will help minimize the impact if your email account becomes compromised.

If you require further assistance or if you are unsure if your number has been churned without authorisation please call our friendly support team on 1300 880 905.

If you require further assistance or if you are unsure if your number has been churned without authorisation please call our friendly support team on 1300 880 905.

Are any calls or SMS messages excluded from your mobile plans?

Premium numbers, such as 1900 numbers, are not accessible.

Premium SMS, calls to 1234, 12455 & 12456, Call Forwarding, International Calls & SMS Messages, International & National Directory Assistance, Video Calls and Calls to Mobile Satellite Phones will incur additional charges. Contact our support centre on 1300 880 905 for more information

Does Aussie Broadband allow Premium SMS?

Premium SMS messages are currently not supported on our mobile services.

Enabling or Disabling Caller ID on a mobile phone

To force the calls to have caller ID: prefix your call with 1832.

To force it to be Anonymous: prefix your call with 1831.

Example: 18310351650000

How do I cancel an active divert from my mobile phone to another number?

To cancel an active divert, simply type ##21**10# followed by the call button.

How do I divert my mobile phone to another number?

If you’re asking yourself “how do I divert my mobile to another number” then you’re in luck, because it could not be easier! Simply type **21* followed by the phone number you wish to forward calls to, including the area code, and then *10#, followed by the call button. It’s as simple as that!

Managing Call Diversions

To divert calls use the following codes:

  • All calls: 004
  • Diverts on busy: 67
  • Divert when no answer: 61
  • Only diverts when no coverage: 62
  • All calls: 21

To manage diversions, follow the instructions below:

  • Add diversion: ** (code from above) * (target phone number) ** (enter ring time: 05, 10, 15, 20, 25, 30) # (press call)
  • Remove diversion: ## (code from above) # (press call)
  • Check diversion: # (code from above) # (press call)

Please note: the target phone number is the phone number your calls will divert to (include the area code for Fixed Line numbers).

Setting up Voicemail

To get access to your voicemail:

  • Dial 321 and press call/send.
  • Follow the Tutorial Prompts.
  • Customise your PIN and Name.
  • Complete the tutorial to ensure your voicemail box is properly set up.

Your diversions to voicemail have now been set up.

How to disable voicemail?

To disable Voicemail please have the customer call ##004# they should receive a message of completion. Please note this will enable Missed Call Service.

Why does my phone send multiple messages from a single SMS?

An SMS is restricted to 160 characters in length. If you exceed this character length, 1 or more additional SMS messages will be sent. Additional SMS messages will appear separately on your bill if this happens.

Why was my SMS delayed?

Most mobile phones can send and receive SMS text messages. We'll take reasonable steps to deliver any text sent from your mobile phone. Somtimes technical, network or other unforeseen issues may prevent a message from being delivered in a timely manner, despite our best efforts. Please note that all SMS message sent from your phone will be charged regardless if it is delivered to the intended recipient or not.

Activate Your Data Only Sim

To activate your data only SIM visit our activation page. You will need to use the SIM Number and Activation Code that were sent to you on the inside of the green envelope that your SIM card arrived in.

The APN settings should be automatically configured.

If you have any issues with activation or require help, simply call our technical support team who can help guide you through this process on 1300 880 905.

Still not found what you’re looking for?

Our team of experts would love to help you out. Speak to one of our friendly support staff today.