My new mobile sim arrived yesterday, so I followed the instructions and went to agl.com.au/activate sim, clicked the button and logged into my account. However, there are no further prompts or anything relating to mobile except a mobile icon and: 'You’ll also see details for your other AGL services' How to proceed?

‎Can't activate SIM | Neighbourhood

David_AGL

+27 more

AGL Community Manager

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1.4K Messages

Sorry for the confusion here - we're working to improve those instructions right now.

Once you've clicked the button to log in, you'll need to go to the "Mobile" section on the overview page and the click ACTIVATE SIM CARD.

Let me know if you have any further issues there.

simonwildcat

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Conductor

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6 Messages

I don't SEE any "mobile section" on the overview page. All I see is my gas account and electricity account. There is an icon of a mobile phone underneath and the words: "You'll also see details for your other AGL services"

I can't click on that icon, and there are no other options in the page. There is no way to activate my SIM inside my account when I log in. If I go back to the 'activate sim' page, I end up back on my account page again with no changes.

David_AGL

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AGL Community Manager

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1.4K Messages

Ah, I see. In that case it sounds like there may be a technical issue with your account - Sorry about that. You can give us a call and activate over the phone.

simonwildcat

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Conductor

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6 Messages

After much mucking about, I found the activation thing myself. It was underneath my GAS account when I clicked on that!

David_AGL

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AGL Community Manager

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1.4K Messages

That's very odd. If you have a screenshot of the SIM activation option being under the gas account, I can flag this as a bug with the tech team.

Glad you finally managed to get it resolved, and I apologize for the poor experience and wait times.

simonwildcat

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Conductor

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6 Messages

See it's sitting under my Gas account. The only reason I found it was because I was checking my gas bill!

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Accepted Solution

simonwildcat

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Conductor

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6 Messages

After much mucking about, I found the activation thing myself. It was underneath my GAS account when I clicked on that!

Arsenenyamalamb

Switched-on

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1 Message

Help me for activating my simcard

lisanew68

+1 more

Switched-on

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2 Messages

hi my new sim is not activating does anyone know what to do

David_AGL

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AGL Community Manager

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1.4K Messages

@lisanew68 Hi, if you've followed the instructions on the Activate Mobile SIM page and you're still not able to activate, you'll need to give support a call so they can assist you to get activated.

Alwayssunny

Switched-on

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1 Message

You have sent me a replacement Sim. It has now taken two weeks for me to get the Sim and 4 calls to your call centre. The Sim has arrived and it cannot be activated as the number does not macth what was loaded into the system. I now need to wait until Monday to have another round with your so called 'service' center. Lovin AGL - looking forward to getting the sim working so I can move to Telstra

Hannah_AGL

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AGL Moderator

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28 Messages

Hi @Alwayssunny,

I'm sorry to hear about the issues you have been experiencing with trying to activate your sim cards.

The sim card number on the system is your original sim card number, the numbers will not match as the replacement sim card number is different to the original sim card number.

Please call us on 13 12 45 or chat to us via the website or app so that we can activate that replacement sim card.

Kind Regards,
Hannah

PurpleMags

Switched-on

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1 Message

I saw someone asking years aga why cant they activate their mobile sim on the website and its still happening in 2026 go figure. I have checked all the site and I cant find the information needed. It only has Electricity on my Overview page. Guess I ll need to call tomorrow.

ChrisE_AGL

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AGL Moderator

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341 Messages

Hi @PurpleMags

Thank you for your comment.

You can find information on your website from our Knowledge Article on Activate a physical SIM card.

Thanks, Chris

Accepted Solution

ChrisE_AGL

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AGL Moderator

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341 Messages

Hi @PurpleMags

Thank you for your comment.

You can find information on your website from our Knowledge Article on Activate a physical SIM card.

Thanks, Chris

AidaLadd

Semiconductor

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3 Messages

Activate sim

ChrisE_AGL

+16 more

AGL Moderator

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341 Messages

Hi @AidaLadd

If you are needing assistance with activating your SIM, you can follow our Help Article on our website for Activating a SIM

Thanks, Chris