If you’re having trouble with your mobile service, the good news is that most issues can usually be resolved with a few quick checks. SIM cards are rarely the cause, so it’s best to run through the basics first.
💡 Tip: Before replacing your SIM, try the steps below first. In most cases, simple troubleshooting will sort the issue out.
Basic mobile troubleshooting steps
We recommend checking the following first:
- Restart your phone
- Toggle airplane mode on and off
- Check for any outages in your area via the Telstra outages page
- Make sure your device software is up to date
- Test the SIM in another compatible device if you have one available
💬 Need help? If you’ve tried these steps and things still aren’t working, get in touch with our support team and we’ll walk you through the next steps.
What can affect my mobile experience?
Coverage maps predict signal based on tower locations and large obstacles like mountains or forests. But in the real world, your experience can vary depending on your surroundings.
Your mobile experience isn’t just about having signal. It’ s also about signal quality, which can change depending on where you are and what’s around you.
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 available. Move upstairs or closer to a window for a better signal. |
| Inside your car The metal body can weaken your signal. |
Place your phone higher (like on the dashboard) or near a window. |
| Your device Some phones pick up signal better than others. |
If you’re in regional areas often, 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/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 using the network at once, speeds can slow down. |
Connect to Wi-Fi for data-heavy tasks like streaming or downloads. |
💡 Tip: If you’re in a regional or remote area, even small changes like moving a few metres or switching to Wi-Fi can make a noticeable difference to your signal.
