Fix an issue with my mobile device

If you’re having issues with connecting to voice calls or internet on your mobile device, these simple troubleshooting steps can help.

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    Many issues can be fixed by troubleshooting steps carried out on the device.


    1. Restart your device

    2. Check your settings

    3. Perform a network reset

    4. Check for outages

    Still not working?

    If you’ve tried the steps above and you’re still having issues, sign in to My Telstra for more in-depth troubleshooting and ways to fix connection issues.

    As a last resort, you may need to perform a factory reset of your device.


    Before performing a factory reset, make sure you back up all your important data. A factory reset will wipe the device and reset everything to the original configuration.

    Find out how to factory reset your device.

    Frequently asked questions

    Find the answers to help fix an issue with your mobile device.

    If you’re having trouble connecting to a mobile network, try the following:

    • Check that the aeroplane mode is turned off.
    • Sign into My Telstra to check if you have data left in your allowance.
    • Restart your phone by turning it off, waiting a minute, then turning it back on.
    • Try your SIM card in another device. 
    • Check for outages
    • Check Fraud Prevention if your service is showing 'SOS' only mode and you've recently received suspicious calls or notifications

    1. Turn off your device by pressing the power button
    2. Wait one minute
    3. Press the power button to turn your device back on.

     Visit our device guides for instructions specific to your device. 

    If you’re still having issues, follow these steps to perform a network reset.


    Resetting your network will delete your saved network settings including Wi-Fi passwords, VPN settings, and preferred networks.

    1. Under Settings, select General
    2. Select Reset, and select Reset Network Settings.

    Still not working?

    If you’ve tried all of the above with no luck, you could try factory resetting your device.

    You can find out more about our mobile coverage across Australia, on our network coverage maps

    To see if there’s an outage in your area, check for outages

    If you’re having trouble making voice calls, we recommend the following steps:

    • Restart the device
    • Check that aeroplane mode is turned off and mobile data is turned on
    • Check for software updates
    • Check you have data left in your allowance

    Check our network coverage maps to make sure you’re in an area with coverage. Try making a call to another number, and if that doesn’t help, contact us

    If you’re having trouble with MessageBank® Plus, try these steps and check your MessageBank® Plus messages after each step:

    • Check your network connection; if you’re offline MessageBank® Plus won’t work
    • Make sure voicemail is set up; try calling your number and leave a voicemail

    If these steps don’t help, you might want to reset your network settings

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