Fix an issue with my mobile device
If you’re having issues connecting to voice calls or internet on your mobile device, these simple troubleshooting steps can help.
Take me to
Troubleshoot in My Telstra
To test and troubleshoot your mobile issues in My Telstra:
- Go to Help
- Select Get help with an issue
- Select the issue you want help with.
Alternatively, you can follow the instructions below.
Fix connection issues
These options can be completed by accessing different settings on your mobile or device.
Issues these steps can help with:
- Aeroplane Mode accidentally enabled
- Mobile Data turned off
- Data allowance exceeded
- Outdated software causing call or SMS failures
- Outages affecting calls and data.
To see if there’s an outage in your area, check for outages.
If Aeroplane Mode is active on your device you won’t be able to make calls, send messages, or connect to the internet.
On Apple iOS:
- Swipe down from the top right-hand corner of the screen to open Control Centre
- Check Aeroplane Mode is off.
- It turns orange (your phone’s accent colour) when Aeroplane Mode is on.
- It turns grey when Aeroplane Mode is off.
On Android:
- Swipe down from the top of the screen to open the Quick Settings panel. You might need to swipe down a second time to see all options.
- Tap the aeroplane icon (often labelled “Aeroplane Mode”).
- It turns blue (your phone’s accent colour) when Aeroplane Mode is on.
- It turns grey/white when Aeroplane Mode is off.
- Relocate to an area with stronger network coverage. Check our network coverage maps
- Check that Aeroplane Mode is turned off
- Restart your device to refresh its connection to the network.
If your device is still displaying SOS only after completing these options, chat now.
If Mobile Data is off and you’re not connected to a Wi-Fi network, you won’t be able to make calls, send texts, or connect to the internet,
- Go to Settings
- Select Mobile
- Check Mobile Data is toggled on.
- Turn off your device
- Wait one minute
- Turn your device back on.
If you’re still having issues, follow these steps to perform a network reset.
- Under Settings, select General
- Select Reset, and select Reset Network Settings.
If your device’s operating system is out of date it could be impacting your connection to the network.
To check for updates:
- Go to Settings in your device’s menu screen
- Select General
- Select Software Update.
If there’s an update available it will be displayed.
Check coverage issues
If you’ve tried resetting your connection and your device is still having connection issues, you can check to see if network or coverage problems are impacting your service.
Issues these checks can help with:
- No signal in your area
- Poor coverage causing intermittent connectivity
- Delays in SMS or voicemail due to network congestion.
You can find out more about our mobile coverage across Australia, on our network coverage maps.
A loose or dirty SIM card can cause network issues. To check your SIM card:
- Turn off your phone.
- Use a SIM ejector tool or a paperclip to open the SIM tray.
- Remove the SIM card, gently wipe the metal contacts with a soft cloth, and reinsert it correctly.
Our Regional and Rural Australia page covers support for when you need it most, including:
- Coverage maps
- Black spots
- Wi-Fi calling and SMS.
Learn about what support we provide Regional and Rural Australia.
Still not working?
If you’re still having issues with your device, chat now and we can check for account-specific issues.
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