Network Troubleshooting Steps


Need Network Support?

Here’s a few tips you can try

If you are having issues connecting to the network try the following steps:

1. Restart your device
2. Perform a Network Reset:

Android network reset

  • Open the Settings app
  • Tap General
  • Tap Reset
  • Tap Reset Network Settings


 

Apple/iOS network reset

  • Open the Settings app
  • Tap General
  • Scroll down to Reset
  • Tap Reset
  • Tap Reset Network Settings


3. Check your coverage
4. Check for any planned outages
5. Check for any unplanned outages
6. For MMS and internet issues, confirm you have the correct APN Settings listed below.

If you need help on where to enter these, simply visit your manufacturer's support guides.

7. Have you placed any blocks or enabled parental control features that are limiting your ability to connect properly? If you are unsure on how to check this we recommend checking with your manufacturer's support guides.

8. Check that you’ve paid your bill/recharged your account.

9. Do you still face issues when you put your SIM card into another device?

If so, we recommend a SIM Swap. This can be requested via our Mobile App. If you do not have issues when using your SIM card in another device we recommend you follow our Device Troubleshooting Steps.

10. If your connection issues are still not resolved we will need to gather some information from you so we can escalate your issue to our Network Provider (Telstra). Follow the steps on the Support Request page to get further help with your connection issue.