Telstra's 3G network has closed.
Ensure you have a 4G/VoLTE and/or 5G compatible device to use our service. For the minimum requirements, view our device guidelines.
In line with new legal requirements, certain phones will be blocked from accessing the network. This means you will not be able to make/receive calls, send/receive SMS, use data and not be able to call 000 in case of an emergency. To check whether your phone has been blocked, you can use the Blocked Devices Checker. To stay connected, you will need a new 4G/5G compatible phone. You can learn more at https://amta.org.au/3g-closure/ and https://amta.org.au/3g-closure-buyers-guide/
Network troubleshooting steps.
- 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.
- Restart your device
- 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
- Check your coverage
- Check for any unplanned outages
- Ensure that you have the latest software installed on your device. Please refer to your manufacturer’s guide for details.
Android device
- Open the Settings app
- Tap System
- Tap Software update
- If you have an update available, follow the on-screen instructions
Apple/iOS device- Open the Settings app
- Tap General
- Tap Software Update
- If you have an update available, follow the on-screen instructions
- 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.
- 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
- 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.
- Check that you've paid your bill/recharged your account.
- 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.
- 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:
Calls
- Describe the problem Eg.
- Can't make Outgoing and/or incoming calls
- Call drop outs
- Call going straight to voicemail
- The full address where the service has issues
- Time and date the issue has occurred
- B-party (other) number you are trying to call or receive a call from.
SMS/MMS
- Describe the problem Eg.
- Can't send Outgoing and/or incoming SMS/MMS
- The full address where the service has issues
- Time and date the issue has occurred
- B-party (other) number you are trying to send or receive an SMS/MMS from.
Data
- Describe the problem Eg.
- Slow speeds
- Data dropouts
- No data connection
- The full address where the service has issues with using mobile data
- Time and date the issue has occurred
- Your device make and model