- Turn off your device by pressing the power button
- Wait one minute
- Press the power button to turn your device back on.
See our interactive device guides for instructions specific to your device.
Fix an issue with my mobile device
If you’re having issues with connecting to voice calls or internet on your mobile device, these simple troubleshooting steps can help.
Many issues can be fixed by troubleshooting steps carried out on the device.
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Restart your device
You’ve heard it before, but it really can help. Turn the device off, wait a minute, then turn it back on again -
Check your settings
Check that airplane mode is turned off and mobile data is turned on. Check for software updates Check that you still have data left -
Perform a network reset
Under Settings, choose General Select Reset, and then Reset Network Settings -
Check for outages
Find out if the area you’re in is currently affected by a service outage
Still not working?
If you’ve tried the steps above and you’re still having issues, try our Smart troubleshooting tool to test your connection and troubleshoot the problem.
As a last resort, you may need to perform a factory reset of your device.
Important: Before performing a factory reset, make sure you back up all your important data. A factory reset will wipe the device and reset everything to the original configuration.
Popular topics
Frequently asked questions
Find the answers to help fix an issue with your mobile device.
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If you’re having trouble connecting to a mobile network, try the following:
- Check that the aeroplane mode is turned off.
- Check My Telstra to see if you have data left in your allowance.
- Restart your phone by turning it off, waiting a minute, then turning it back on.
- Try your SIM card in another device.
- Check for outages.
- Check Fraud Prevention if your service is showing 'SOS' only mode and you've recently received suspicious calls or notifications
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You can find out more about our mobile coverage across Australia, on our network coverage maps.
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To see if there’s an outage in your area, check our outages page.
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If you’re having trouble making voice calls, we recommend the following steps:
- Restart the device
- Check that aeroplane mode is turned off and mobile data is turned on
- Check for software updates
- Check you have data left in your allowance
Check our network coverage maps to make sure you’re in an area with coverage. Try making a call to another number, and if that doesn’t help, contact us.
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If you’re having trouble with MessageBank® Plus, try these steps and check your MessageBank® Plus messages after each step:
- Check your network connection; if you’re offline MessageBank® Plus won’t work
- Make sure voicemail is set up; try calling your number and leave a voicemail
If these steps don’t help, you might want to reset your network settings.
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