Device settings & troubleshooting
What can I do if my mobile reception is interrupted?
If you’re having mobile reception issues, there are a few things you can try to solve the problem:
- Restart your device
- Check for an outage on our service status page. If there’s an outage, there isn’t anything you can do until the network is back up and running. You may be eligible for a credit to your account if you’ve been impacted by a service disruption or outage affecting your services. If the outage is resolved and you still can’t get back on the network, troubleshoot using our mobile interactive help guides or check our mobile network coverage
- If you’re a Pre-Paid service, check your balance in the My Telstra app or My Account to see if you’re in credit
- Check that mobile data is enabled on your device. You can do this in your phone’s Settings menu and making sure that ‘mobile data’ or ‘cellular data’ is turned on
- Check your SIM card and ensure that the SIM card tray is free from dust and dirt. Try removing and reinserting the SIM, or using it in another mobile device. If this works, the issue is probably with your device
- Check your device’s access point name (APN) setting. Below are the details to enter into your device if they’re not listed already. Any fields left blank in the table should also be left blank in your settings. If only one column is filled in, you can use the same APN setting for both internet data and MMS. Otherwise, make two
Internet data | MMS | |
---|---|---|
Name | Telstra | Telstra |
APN |
telstra.wap |
telstra.mms |
Proxy |
|
|
Port |
|
|
Username |
|
|
Password |
|
|
MMSC |
|
http://mmsc.telstra.com:8002 |
MMS Proxy |
|
10.1.1.180 |
MMS Port |
|
80 |
MMS Protocol |
|
WAP 2.0 |
MCC |
505 |
505 |
MNC |
01 |
01 |
Authentication type |
|
PAP |
APN type |
default,supl |
mms |
If you’re still not getting reception, but you think you should be, please contact us to let us know. We can also divert your calls to another number until the fault is fixed. Our call forwarding service is free.
Rather get in touch? Let's get you connected
CrowdSupport®
Got a question? Join our online community that's open 24x7.
Multilingual Support
Speak to us in your preferred language. We've got you covered.
Contact us
We're here to answer your questions.