{"id":30121,"date":"2026-04-23T15:49:27","date_gmt":"2026-04-23T05:49:27","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&#038;p=30121"},"modified":"2026-04-23T15:49:27","modified_gmt":"2026-04-23T05:49:27","slug":"troubleshoot-mobile-service","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/troubleshoot-mobile-service\/","title":{"rendered":"How can I troubleshoot my mobile service?"},"content":{"rendered":"<p>If you&#8217;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\u2019s best to run through the basics first.<\/p>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Helpful tip\"><span style=\"font-weight: 600;\">\ud83d\udca1 Tip:<\/span> Before replacing your SIM, try the steps below first. In most cases, simple troubleshooting will sort the issue out.<\/div>\n<h4>Basic mobile troubleshooting steps<\/h4>\n<p>We recommend checking the following first:<\/p>\n<ul>\n<li>Restart your phone<\/li>\n<li>Toggle airplane mode on and off<\/li>\n<li>Check for any outages in your area via the <a href=\"https:\/\/www.telstra.com.au\/outages\" target=\"_blank\" rel=\"noopener\">Telstra outages page<\/a><\/li>\n<li>Make sure your device software is up to date<\/li>\n<li>Test the SIM in another compatible device if you have one available<\/li>\n<\/ul>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #e3f2fd; border-left: 5px solid #1976d2;\" role=\"note\" aria-label=\"Need help?\"><span style=\"font-weight: 600;\">\ud83d\udcac Need help?<\/span> If you&#8217;ve tried these steps and things still aren\u2019t working, <a style=\"color: #1976d2; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\" target=\"_blank\" rel=\"noopener\">get in touch with our support team<\/a> and we\u2019ll walk you through the next steps.<\/div>\n<h4>What can affect my mobile experience?<\/h4>\n<p>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.<\/p>\n<p>Your mobile experience isn\u2019t just about having signal. It&#8217; s also about signal quality, which can change depending on where you are and what&#8217;s around you.<\/p>\n<p>Here are some common factors and easy ways to get the best out of your service:<\/p>\n<div style=\"overflow-x: auto;\">\n<table style=\"width: 100%; border-collapse: collapse; font-size: 14px;\">\n<thead>\n<tr style=\"background-color: #00b26b; color: #ffffff;\">\n<th style=\"text-align: left; padding: 10px;\">What can affect your experience<\/th>\n<th style=\"text-align: left; padding: 10px;\">What you can do<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">Local conditions<\/span><br \/>\nBuildings, trees, hills or even weather can block or weaken your signal.<\/td>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\">Try moving to a more open space or closer to a window.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">Indoors<\/span><br \/>\nWalls (especially brick or concrete) can reduce signal strength.<\/td>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\">Use <span class=\"tooltip\" title=\"Wi-Fi calling lets your phone make calls and send texts over your home internet instead of the mobile network.\">Wi-Fi calling<\/span> if available.<br \/>\nMove upstairs or closer to a window for a better signal.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">Inside your car<\/span><br \/>\nThe metal body can weaken your signal.<\/td>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\">Place your phone higher (like on the dashboard) or near a window.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">Your device<\/span><br \/>\nSome phones pick up signal better than others.<\/td>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\">If you&#8217;re in regional areas often, consider a device designed for stronger coverage.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">How you hold your phone<\/span><br \/>\nYour hand can sometimes block the antenna.<\/td>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\">Hold your phone slightly away from your body, or use speakerphone\/headphones for calls.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">On the move<\/span><br \/>\nYour phone switches between towers, which can cause brief drops.<\/td>\n<td style=\"padding: 10px; border-bottom: 1px solid #e0e0e0;\">This is normal \u2014 using Wi-Fi where possible can help keep things steady.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 10px;\"><span style=\"font-weight: 600;\">Busy periods<\/span><br \/>\nWhen lots of people are using the network at once, speeds can slow down.<\/td>\n<td style=\"padding: 10px;\">Connect to Wi-Fi for data-heavy tasks like streaming or downloads.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Helpful tip\"><span style=\"font-weight: 600;\">\ud83d\udca1 Tip:<\/span> If you&#8217;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.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>If you&#8217;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\u2019s best to run through the basics first. \ud83d\udca1 Tip: Before replacing your SIM, try the steps below first. In most cases, simple troubleshooting&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,37,61],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshoot your mobile service | Easy fixes &amp; tips | MATE<\/title>\n<meta name=\"description\" content=\"Having trouble with your mobile? Try these quick, easy fixes to get back online fast. 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