Network Troubleshooting Steps


Need Network Support?

Here’s a few tips you can try

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.


It appears, we may need to escalate your Network Request to our service provider, Telstra. Although we would love to resolve this on the spot, all Network Support Requests are investigated by Telstra before we can provide a suitable remedy.

Before requesting further support please have the following ready:

Calls SMS/MMS Data


1. Describe the problem  

Eg. 

-Can't make  Outgoing and/or incoming calls

-Call drop outs

-Call going straight to voicemail

2.The full address where the service has issues

3.Time and date the issue has occurred

4.B-party (other) number you are trying to call or receive a call from.

1. Describe the problem  

 Eg.

Can't send Outgoing and/or incoming SMS/MMS

2.The full address where the service has issues

3.Time and date the issue has occurred 

4. B-party (other) number you are trying to send or receive an SMS/MMS from.


 

1. Describe the problem  

Eg.
    -  Slow speeds
    -  Data dropouts
    -  No data connection

2.The full address where the service has issues with using mobile data

3.Time and date the issue has occurred
 

4.Your device make and model