Device settings & troubleshooting

How do I troubleshoot and fix an issue with my mobile device?

A lot of mobile phone problems can be fixed with these simple troubleshooting steps:

Restart device

Turn your device off, then back on again

Check for outages

See if your location is currently affected

Check for outages

Device Care app

Device Care runs diagnostic checks to identify and resolve problems

Download Device Care app

Update your software

Check if your phone requires a software update

If you’ve tried the steps above, but still need help, the following tips:

Take the battery out and put it back in, then turn the phone back on (if applicable)
Take the SIM card out and put it back in to make sure it’s inserted correctly
For specific issues and troubleshooting tips, visit mobile support
Back up your data first, then perform a factory reset. You can transfer, back-up and restore contacts and all your important data with Telstra Device Care app

Important: This will reset your phone back to its original settings and erase all data

How do I use the Telstra Device Care app?

Telstra Device Care app is a free app that seamlessly transfers all your contacts, photos and video files from one compatible device to another. You can also run diagnostic checks as the app will help to identify any issues with your device and resolve them automatically if possible.

Self-Care is part of the Device Care app and allows you to check your mobile for performance issues and keep it working at its peak.

To put Self-Care to work:

On the Device Care home screen, select Self-Care
Now select individual checks you want it to do, or run them all together

	For Android	For iPhone
Check calls and internet	Checks your SIM, flight mode setting and mobile data settings	Checks mobile network, SIM, mobile data and Wi-Fi data
Check battery and powe	Checks screen timeout, screen brightness, automatic screen brightness, battery health, and allows you to open the Android battery settings screen with the app	Checks screen brightness level
Check audio and sound	Checks your call volume, ring volume and music and media volume to see if your music and media volume is on mute or lower than 50%. Volume can be changed to 50%, 75% or 100% directly from the app	Checks your headphone volume and speaker volume
Check everything	Checks all functions above, with options to change settings for all of them	Checks all functions above, with options to change settings for all of them

What’s Assisted Care?

Assisted Care lets our Technical Support Team access your device remotely. When you call the team with an issue, we’ll ask you for the pairing code from the Telstra Device Care app. You’ll find the pairing code on the screen after you select Assisted Care.

If troubleshooting doesn’t fix your problem, you can return your device to be assessed at your nearest Telstra store.

If you’re still under a 24-month contract, and your Telstra mobile or dongle was purchased within the last 24 months, you could be eligible for Telstra Device Care.

To return your mobile, book an appointment to visit your nearest Telstra store:

One of our store tech experts will take a look and help you with some further troubleshooting to see if they can solve the problem on the spot

If the problem is determined to be the result of a user error instead of a software, hardware or a network fault, then a fee may apply. If a fee applies, you’ll be contacted first before we proceed with any repair or replacement works. In the event that you can’t be contacted, the device will be returned to you unrepaired

If we can’t fix it on the spot and your device is in warranty, we’ll request an express device replacement from Telstra Device Care. Your replacement will normally arrive at your local Telstra store in one to two business days

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