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.

You may have found a mobile black spot if you’re using your mobile or mobile broadband device in an area that’s supposed to have Telstra network coverage but:

There’s little or no reception

The line keeps dropping out

If you’ve encountered this, please report a black spot so it’ll help us improve our network coverage. We’ll aim to contact you in two business days regarding your coverage issue.

We use the information you provide to investigate the potential black spot so our mobile technicians and engineers can investigate any faults. Your information will be kept confidential.
‘SOS only’ means that you can only make emergency calls from your phone.

You can’t make or take normal calls, or send or receive messages

You can’t access data, or use the internet

The most common reason is because your phone can’t connect to the mobile network. This may be due to:

A mobile network outage

An issue with your SIM

An area with poor mobile coverage

To get your phone working again:

Make sure your SIM card is inserted properly

Check for outages on the service status page

Try switching the phone off and on again. This can help if you’re getting a weak signal from the mobile tower

If you’ve got a Pre-Paid service, make sure you have sufficient credit

If you’re got a month-to-month plan, make sure you’ve paid your bills in full as restrictions may have been applied to your service for unpaid bills. You can check your balance in the My Telstra app or My Account.

If you’ve done all that and your phone still won’t connect, check that your mobile carrier network settings are:

Set to automatic, and

Connected to the Telstra network

Get more troubleshooting tips for your specific phone on our mobile support page.

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