topic Re: Can't activate SIM in Mobile - General

Can't activate SIM

simonwildcat — Mon, 23 Jan 2023 19:54:28 GMT

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?

Re: Can't activate SIM

David_AGL — Tue, 24 Jan 2023 00:19:12 GMT

Hi @simonwildcat,

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.

Re: Can't activate SIM

simonwildcat — Tue, 24 Jan 2023 00:33:21 GMT

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.

Re: Can't activate SIM

David_AGL — Wed, 25 Jan 2023 05:26:06 GMT

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.

Re: Can't activate SIM

simonwildcat — Wed, 25 Jan 2023 05:27:44 GMT

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

Re: Can't activate SIM

David_AGL — Wed, 25 Jan 2023 05:29:43 GMT

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.

Re: Can't activate SIM

simonwildcat — Wed, 25 Jan 2023 05:47:41 GMT

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

Re: Can't activate SIM

ksphoenix137 — Fri, 27 Jan 2023 00:51:03 GMT

Thank you for explaining where you found it - I had the same bug!

Re: Can't activate SIM

simonwildcat — Fri, 27 Jan 2023 01:27:28 GMT

Good to hear my frustration wasn't for naught!

Re: Can't activate SIM

kym1 — Sun, 29 Jan 2023 02:02:56 GMT

I am having trouble trying to activate a new sim card. Im logged in and can only see my gas and my mobile (another account I already have) but there are no prompts to activate a new one that Im trying to set up, with a previous number

Re: Can't activate SIM

Arsenenyamalamb — Tue, 31 Jan 2023 03:25:12 GMT

Help me for activating my simcard

Re: Can't activate SIM

Tarsanne19 — Fri, 10 Feb 2023 09:01:53 GMT

Trying to activate my Sim card

Re: Can't activate SIM

Poppet — Fri, 17 Mar 2023 19:44:55 GMT

Clearly they haven’t fixed this bug because I had the same problem too. Thankfully this thread was here otherwise I would’ve spent ages trying to figure it out or in the phone to their help desk!
thank you

Re: Can't activate SIM

lisanew68 — Fri, 12 May 2023 23:06:13 GMT

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

Re: Can't activate SIM

David_AGL — Wed, 17 May 2023 00:23:56 GMT

@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.

Re: Can't activate SIM

Duola3 — Sun, 06 Aug 2023 11:00:04 GMT

I meet the same problem

Re: Can't activate SIM

Alwayssunny — Sat, 20 Jan 2024 02:52:42 GMT

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

Re: Can't activate SIM

Hannah_AGL — Tue, 23 Jan 2024 22:35:55 GMT

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

Re: Can't activate SIM

manoj_bakkar — Thu, 29 May 2025 13:56:01 GMT

Looks like this is a way old problem from AGL that they never resolved. Didn't expect this from such a big company. I got a new sim but I can't see mobile and internet options in AGL app. Worst part is they don't have support outside working hours.

Re: Can't activate SIM

Cuz — Mon, 22 Dec 2025 02:59:12 GMT

Can't activate sim