{"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":"2026-08-18T15:03:08","modified_gmt":"2026-08-18T05:03:08","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 be sorted with a few quick checks. SIM cards are rarely the cause, so it&#8217;s 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 you think about replacing your SIM, try the steps below. In most cases, a bit of simple troubleshooting will sort things out.<\/div>\n<h4>Quick fixes to try first<\/h4>\n<p>Start with these. They fix the majority of mobile hiccups:<\/p>\n<ul>\n<li>Restart your phone<\/li>\n<li>Turn airplane mode on, wait a few seconds, then turn it off<\/li>\n<li>Check that your device software is up to date<\/li>\n<li>Check for outages in your area on the <a href=\"https:\/\/www.telstra.com.au\/outages\" target=\"_blank\" rel=\"noopener\">Telstra outages page<\/a><\/li>\n<li>If you have another compatible phone handy, pop your SIM in and see if it works there<\/li>\n<\/ul>\n<h4>Reset your network settings<\/h4>\n<p>Still no luck? Resetting your network settings clears out any glitches and reconnects your phone to our network. Here&#8217;s how, depending on your device.<\/p>\n<p><span style=\"font-weight: 600;\">On an iPhone<\/span> (steps vary slightly by model):<\/p>\n<ol>\n<li>Open the Settings app<\/li>\n<li>Tap General<\/li>\n<li>Scroll to the bottom and tap Transfer or Reset iPhone<\/li>\n<li>Tap Reset<\/li>\n<li>Tap Reset Network Settings<\/li>\n<li>Enter your passcode if asked<\/li>\n<\/ol>\n<p><span style=\"font-weight: 600;\">On a Android\/Samsung:<\/span><\/p>\n<ol>\n<li>Open the Settings app<\/li>\n<li>Tap General management<\/li>\n<li>Tap Reset<\/li>\n<li>Tap Reset network settings<\/li>\n<\/ol>\n<p>Once it&#8217;s done, give your phone a moment to reconnect, then test your service again.<\/p>\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. In the real world, your experience can vary depending on what&#8217;s around you.<\/p>\n<p>It&#8217;s not just about having signal. It&#8217;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:<\/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: 12px;\">What can affect your experience<\/th>\n<th style=\"text-align: left; padding: 12px;\">What you can do<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr style=\"background-color: #fafafa;\">\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">Local conditions.<\/span> Buildings, trees, hills or even weather can block or weaken your signal.<\/td>\n<td style=\"padding: 12px; 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: 12px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">Indoors.<\/span> Walls, especially brick or concrete, can reduce signal strength.<\/td>\n<td style=\"padding: 12px; 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 your phone supports it, or move upstairs or closer to a window.<\/td>\n<\/tr>\n<tr style=\"background-color: #fafafa;\">\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">Inside your car.<\/span> The metal body can weaken your signal.<\/td>\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\">Place your phone higher up, like on the dashboard or near a window.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">Your device.<\/span> Some phones pick up signal better than others.<\/td>\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\">If you&#8217;re often in regional areas, consider a device designed for stronger coverage.<\/td>\n<\/tr>\n<tr style=\"background-color: #fafafa;\">\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">How you hold your phone.<\/span> Your hand can sometimes block the antenna.<\/td>\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\">Hold your phone slightly away from your body, or use speakerphone or headphones for calls.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\"><span style=\"font-weight: 600;\">On the move.<\/span> Your phone switches between towers, which can cause brief drops.<\/td>\n<td style=\"padding: 12px; border-bottom: 1px solid #e0e0e0;\">This is normal. Using Wi-Fi where possible can help keep things steady.<\/td>\n<\/tr>\n<tr style=\"background-color: #fafafa;\">\n<td style=\"padding: 12px;\"><span style=\"font-weight: 600;\">Busy periods.<\/span> When lots of people are online at once, speeds can slow down.<\/td>\n<td style=\"padding: 12px;\">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 a small move of a few metres or switching to Wi-Fi can make a real difference to your signal.<\/div>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #f5f5f5; border-left: 5px solid #9e9e9e;\" role=\"note\" aria-label=\"More information\"><span style=\"font-weight: 600;\">\u2139\ufe0f More information:<\/span> Chasing something more specific? Try <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/why-cant-i-make-or-receive-calls\/\">Why can&#8217;t I make or receive calls?<\/a>, <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/cant-send-sms-texts\/\">Can&#8217;t send SMS text messages?<\/a> or <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/why-am-i-having-issues-with-sms-mms\/\">Why am I having issues with SMS or MMS?<\/a><\/div>\n<div style=\"margin-top: 1.5em; 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&#8217;t 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&#8217;ll walk you through what&#8217;s next.<\/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 be sorted with a few quick checks. SIM cards are rarely the cause, so it&#8217;s best to run through the basics first. \ud83d\udca1 Tip: Before you think about replacing your SIM, try the steps below. In most cases, a&#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 mobile trouble? 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