Troubleshooting Mobile Broadband for No connection

This article will guide you through the troubleshooting for no internet connection on a Mobile Broadband service.

Note: As of 13 October 2015, Mobile Broadband hardware and services are no longer sold by the iiNet Group, however existing customers may continue their service and request a replacement SIM card if necessary. Existing Mobile Broadband customers can view and swap plans in Toolbox (My Products > Broadband > Change plan) or by calling us on 13 22 58.

Select one of the links below to jump to a query:

  • You can’t connect to the internet using your Mobile Broadband service.
  • If you’re using a WiFi Hotspot, you experience no connection on all WiFi computers or devices in your home, not just a single device.
Potential cause
Try this:
Outside of coverage area Make sure that you’re in an area that has coverage. Check coverage.
WiFi settings If you’re using a mobile broadband Hotspot, check that you have the right WiFi network name (SSID) and WiFi password (WPA) to connect devices to the Hotspot's WiFi.
Incorrect settings in modem
Follow the setup guide or user manual for your Mobile Broadband modem or Hotspot to make sure it has the correct settings.
Network Outage iiNet Mobile operates on the Optus network. Visit the Optus Mobile Network Coverage map and click the "Outages" tab on the top right to check for any outages that may affect Mobile services in your area.
Mac requires Java software installed If you’re using a Mac, you’ll need to download and install Java before most mobile broadband software will work on your system.


  1. If you’re using a Mobile Broadband modem that plugs into a USB port (dongle), try plugging it into a different USB port on your laptop or computer.
  2. If you’re using a dongle with a desktop computer, then try plugging it into a USB port on the back of your PC tower instead of one on the front. In most cases, rear ports have a better power supply.
  3. If you’re using a dongle with a laptop, make sure that any Power Saving settings are disabled, as they may be preventing your dongle from getting enough power to function.
  4. Uninstall any software that was installed by your dongle or Hotspot when you set it up, and then install it again. Follow the device’s setup guide to attempt to connect again.
  5. If possible, try resetting your dongle or Hotspot to factory defaults, and follow the device’s setup guide to attempt to connect again. Some dongles may not have a factory reset feature (in this case, reinstalling the dongle software will be sufficient).
  6. If possible, insert your SIM card into another dongle or Hotspot and try to get online. If you can get online using another modem/Hotspot but not the other, then there may be incorrect settings or a fault with the original modem/Hotspot.
  7. If possible, insert your SIM card into a mobile phone handset and see if the SIM card is recognised – it should detect a network. If you see a “No SIM card” error on the handset display, then there may be a fault with the SIM card.
  8. If you suspect there’s a fault with your SIM card or otherwise still can’t get online, please call our Support Team on 13 22 58 for further assistance.