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Troubleshooting your mobile service before calling Telstra

One of the most frequent enquiries we receive through our Social Media channels, is problems with your Mobile service. These kinds of problems can range from not being able to connect to the network itself, to not being able to send SMS or make calls.

In most scenarios these kinds of problems can be discussed with our Mobile Assurance team, who are more than happy to troubleshoot this with you and work with you to resolve these problems, however we recognise that calling, and in some cases needing to wait on hold before getting onto someone, can be quite frustrating.


With that said, you can take a number of steps and do some basic troubleshooting on your own, possibly resolving the problem, without needing to call at all. We thought that you would find it useful to have a list of basic troubleshooting steps to check before making the decision to call our Mobile Assurance team.


These steps are as follows:


  • Powercycle your device.

In many cases, resetting your connection to the network will resolve any connectivity issues you are encountering.


  • Take out SIM card and reinsert.

After a period of time of transporting your mobile phone around, your SIM card can become dislodged, causing connectivity problems. Making sure that this is inserted correctly may resolve your connectivity issues.


  • Check service status page for outages.

From time to time, there will be an outage in the area you're using your service, wether this be planned or unplanned, that will restrict access to the network, or not allow to to connect altogether. Where possible we try to keep our Service Status page updated with these outages, as well as the most up to date estimation of when this problem will be resolved.


  • Check APN settings

If you APN settings are not configured properly, this will cause issues in trying to connect to the internet. To make sure that your device is configured correctly check out what is the Telstra APN (WAP) setting for my mobile phone. If you have a mobile broadband device (USB dongle or PC Card) then you will need to configure it via the Telstra Connection Manager.


  • Ensure cellular data is turned on.

If you have changed any settings, either intentionally or unintentionally, on your device that pertains to your internet connection, you may be unknowingly restricting access to our network. Making sure that your settings are set up correctly to allow your device to the network may resolve your issue. This process will differ depending on which handset you have.


  • Make sure that you do not have any outstanding charges on your account.

In some cases, if you have any outstanding charges on your account we will bar your access to the internet or suspend your service all together. Ensuring that your invoices are paid and up to date will prevent this from occurring.


If these steps do not resolve your issue, you will then need to get in contact with our Mobile Assurance team, who can be contacted on 13 22 00. They are available 24 hours, 7 days a week!

Hopefully these tips come in use for any issues you may encounter with your mobile service, and save you from having to make a call to our Mobile Assurance team. If anyone has additional tips, or would like to expand on the tips already listed feel free to contribute!



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