Network troubleshooting steps

1. Remove and reinsert your physical SIM card from your device or check to make sure your eSIM has been downloaded and applied correctly to your device.
2. Restart your device
3. Perform a network reset:

   Android network reset

   • Open the Settings app
   • Tap General
   • Tap Reset
   • Tap Reset Network Settings

   Apple/iOS network reset

   • Open the Settings app
   • Tap General
   • Scroll down to Reset
   • Tap Reset
   • Tap Reset Network Settings
4. Check your coverage
5. Check for any planned outages
6. Check for any unplanned outages
7. If you have a device which is compatible with VoLTE and WiFi Calling features, ensure this is enabled.

   VoLTE

   Android (Samsung)

   • Open Apps icon
   • Locate Settings Icon
   • Select Connections
   • Click Mobile Networks
   • Select VoLTE to enable on the device

   iOS (Apple)

   • Tap Settings icon on Home screen
   • Tap Mobile menu item
   • Tap Mobile Data Options menu item
   • Tap Enable 4G menu item
   • Select the Voice & Data option to enable VoLTE

   WiFi Calling

   Android (Samsung)

   • Swipe down on the screen to access your Quick Settings and tap on Wi-Fi Calling to enable
   • Connect to a Wi-Fi network

   iOS (Apple)

   • Go to Settings > Phone > Wi-Fi Calling and make sure Wi-Fi Calling is on.
   • Connect to a Wi-Fi network.
8. For MMS and internet issues, confirm you have the correct APN Settings listed below. If you need help on where to enter these, simply visit your manufacturer's support guides.

   APN SETTINGS

   Name:

   Mobile Data

   APN:

   mdata.net.au (if this doesn't work use APN: telstra.internet)

   APN Protocol:

   IPv6 (if this doesn't work use APN Protocol: IPv4)

   Proxy:

   (leave blank)

   Port:

   (leave blank)

   Username:

   (leave blank)

   Password:

   (leave blank)

   Server:

   (leave blank)

   MMSC:

   http://mmsc.mdata.net.au:8003/

   MMS proxy:

   10.1.1.180

   MMS port:

   80

   MMS Protocol:

   WAP 2.0

   MCC:

   505

   MNC:

   01

   Authentication:

   (leave blank)

   APN type:

   default,dun,supl,mms

9. Have you placed any blocks or enabled parental control features that are limiting your ability to connect properly? If you are unsure on how to check this we recommend checking with your manufacturer's support guides.
10. Check that you've paid your bill/recharged your account.
11. Do you still face issues when you put your SIM card into another device? If so, we recommend a SIM Swap. This can be requested via our Mobile app or My Account. If you do not have issues when using your SIM card in another device we recommend you follow our Device Troubleshooting Steps.
12. It appears, we may need to escalate your Network Request to our service provider, Telstra. Although we would love to resolve this on the spot, all Network Support Requests are investigated by Telstra before we can provide a suitable remedy.

Before requesting further support please have the following ready: