Identify and solve your mobile phone problems
Are you having trouble making or receiving calls on your mobile? We can help you identify some common mobile issues and help you stay connected.
Call Settings
Is the Call Forwarding function set on your phone?
Check your network user guide or your phone manual to make sure calls are not being diverted to another number.
Do you have enough time to answer calls before they go to MessageBank®?
You can extend the ring time period before your calls are diverted to MessageBank. Visit our FAQs to find out how.
Mobile Phone
Is the battery charged?
Check the mobile phone's screen display. It should indicate the current level at which your battery is charged. The more bars there are, the better charged your phone is. Low charge may prevent you from using your mobile phone effectively.
Is the mobile phone damaged?
If your mobile phone has been dropped or has been in water, it may be damaged, which affects its performance. Visit your nearest Telstra Shop or dealer or browse Telstra Shop Online to find a replacement.
Is there condensation on the mobile phone's display?
If the mobile phone's screen display is foggy, the mobile phone may be damaged, affecting its performance. Visit your nearest Telstra Shop or dealer or browse Telstra Shop Online to find a replacement.
Is the battery loose?
A loose connection may cause calls to and from your mobile phone to cut out, or result in other call quality difficulties. Visit your nearest Telstra Shop or dealer or browse Telstra Shop Online to find a replacement.
Has the SIM card been taken out recently?
If the SIM card has been taken out of your mobile phone recently, the settings may have been lost. Check your network user guide or phone manual to check that the SIM card has been replaced correctly and to find out how to reset the mobile phone.
Are you using a car kit? Is it a full car kit with an external aerial, or is it a mobile phone holder?
Making calls from inside a car can be affected by the vehicle's metal components. A full car kit with an external aerial in good condition will minimise signal problems caused by the car itself.
Coverage
Does your connection to the network need refreshing?
Try turning your mobile phone off and on again.
Do you have full signal strength?
Check the mobile phone screen display. The number of bars displayed will indicate how strong the signal is. Low signal strength may prevent you from using your mobile phone effectively.
1-2 bars = low signal strength
3 bars = moderate signal strength
4-5 bars = full signal strength (depending on your mobile phone)
Are you in a coverage area?
To maximise your ability to make and receive calls on your mobile phone, make sure that you are in a Telstra mobile coverage area. Check our coverage maps to confirm.
We welcome your feedback on any specific coverage experiences you may have had recently which will assist us to identify coverage issues and improve our mobile service.
Are your surroundings causing signal interference?
If any of the following situations below describe your surroundings, you may experience interference with the normal working of your mobile phone. Try using the mobile phone again when your surroundings have changed. Situations affecting reception:
- surrounded by high buildings or hills
- under a tin roof
- surrounded by forest
- inside a car/tram/tunnel/underground car park
- storms or heavy rainfall.
If you are in an open environment but have no signal, check the coverage maps to see if you're in a coverage area. If you are not in a coverage area, we need to know. Please complete the coverage feedback form online.
Need more help?
Some Next G handsets have 3G ONLY mode (as opposed to DUAL MODE), resulting in the handset having difficulties in re-acquiring the Next G™ network after a period of no signal. This results in the handset appearing to have less coverage. To assist you, please view the Default Network Setting Matrix (PDF, 453KB) to assist in providing best handset performance on the Next G™ network.
If you have a query or problem that is not covered here, search all our Frequently Asked Questions or submit your own for a prompt response.
