If you’re having trouble with your mobile service, the good news is that most issues can be sorted with a few quick checks. SIM cards are rarely the cause, so it’s best to run through the basics first.
Quick fixes to try first
Start with these. They fix the majority of mobile hiccups:
- Restart your phone
- Turn airplane mode on, wait a few seconds, then turn it off
- Check that your device software is up to date
- Check for outages in your area on the Telstra outages page
- If you have another compatible phone handy, pop your SIM in and see if it works there
Reset your network settings
Still no luck? Resetting your network settings clears out any glitches and reconnects your phone to our network. Here’s how, depending on your device.
On an iPhone (steps vary slightly by model):
- Open the Settings app
- Tap General
- Scroll to the bottom and tap Transfer or Reset iPhone
- Tap Reset
- Tap Reset Network Settings
- Enter your passcode if asked
On a Android/Samsung:
- Open the Settings app
- Tap General management
- Tap Reset
- Tap Reset network settings
Once it’s done, give your phone a moment to reconnect, then test your service again.
What can affect my mobile experience?
Coverage maps predict signal based on tower locations and large obstacles like mountains or forests. In the real world, your experience can vary depending on what’s around you.
It’s not just about having signal. It’s also about signal quality, which can change depending on where you are. Here are some common factors and easy ways to get the best out of your service:
| What can affect your experience | What you can do |
|---|---|
| Local conditions. Buildings, trees, hills or even weather can block or weaken your signal. | Try moving to a more open space or closer to a window. |
| Indoors. Walls, especially brick or concrete, can reduce signal strength. | Use Wi-Fi calling if your phone supports it, or move upstairs or closer to a window. |
| Inside your car. The metal body can weaken your signal. | Place your phone higher up, like on the dashboard or near a window. |
| Your device. Some phones pick up signal better than others. | If you’re often in regional areas, consider a device designed for stronger coverage. |
| How you hold your phone. Your hand can sometimes block the antenna. | Hold your phone slightly away from your body, or use speakerphone or headphones for calls. |
| On the move. Your phone switches between towers, which can cause brief drops. | This is normal. Using Wi-Fi where possible can help keep things steady. |
| Busy periods. When lots of people are online at once, speeds can slow down. | Connect to Wi-Fi for data-heavy tasks like streaming or downloads. |
