Troubleshooting your issue

If you’re having mobile reception issues, there are a few things you can try to solve the problem:

  • Restart your device. This will refresh your mobile network connection and may solve temporary connectivity issues.
  • Check for an outage on our outages page. If there’s an outage, there isn’t anything you can do until the network is back up and running.
  • If you have a Pre-Paid service, check your balance in the My Telstra app or My Account to see if you’re in credit.
  • Try resetting your network settings. Please note you will need to setup your Wi-Fi and Bluetooth pairings again afterward.
    • iOS: Go to Settings > General > Reset > Reset Network Settings.
    • Android: Go to Settings > General management > Reset > Reset network settings (this will vary slightly depending on the manufacturer).
  • 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.
  • If you have access to Wi-Fi and your phone is compatible, make sure Wi-Fi Calling is enabled. This can help you make and receive calls and SMS in areas of poor mobile reception.
  • Check for software updates on your device. Software updates include bug fixes or enhancements that may improve your devices performance.
    • iOS: Go to Settings > General > Software Update.
    • Android: Go to Settings > Software update (this will vary slightly depending on the manufacturer).
  • If you’re experiencing data connectivity issues and the above steps haven’t helped, 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 APN settings


Setting Internet data MMS
Name Telstra Telstra

















MMS Proxy

MMS Port



MMS Protocol


WAP 2.0







Authentication type 



APN type




If you’re still not getting reception, but you think you should be, you can contact us or use our smart troubleshooting tool to report a mobile coverage issue. 

We can also divert your calls to another number until the fault is fixed. Our call forwarding service is free.­

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