Mobile Faulting

Mobile Faulting

If you’re experiencing issues with your mobile device, please try the following steps:

Restart your device

Sometimes a simple restart can resolve many issues.

Network selection

Reset network settings: If you’re having connectivity issues, this might help. Firstly try turning airplane mode on & then off after 10 mins.

You can also try multiple manual network selections (try all the different manual networks that appear) - see below instructions on how to complete a manual network selection (Please be advised that the below can vary slightly from device to device) :

Android

• Swipe down on the main screen to reveal the notifications panel

• Tap the settings icon

• Tap Connections

• Tap Mobile networks

• Tap the switch button to turn Select automatically off

Apple

• Go to Settings > Mobile Data > Mobile Network

• By default, Automatic is selected. Turn off the Automatic option

• You will see a list of available carriers below the screen. Select one carrier from the list and test the network speed

Hard Reset

Try multiple hard resets (this is device specific - If you do not know how to perform this, please see below, please be advised that the below can vary slightly from device to device)

Android

• Press and hold the volume up, home and power buttons

• Release the power button when the device vibrates, but keep holding down volume and home button until the Android system recovery menu displays

• Use the volume keys to scroll and highlight reboot system now. Press power to select, device will restart as normal

Apple

• Press and quickly release the volume up button

• Press and quickly release the volume down button

• Press and hold the side button. When the Apple logo appears, release the side button

Try the SIM in another device

Sometimes physically taking the SIM out & re-inserting can do the trick!

If the issue follows the SIM, this is a SIM fault or network issue (we can try a new SIM first & then escalate to the network if this doesn't fix the issue)

If the issue does not follow the sim, then this is a device issue, please check the settings within the device.

Still having issues?

Contact support: If the problem persists, please reach out to our customer support team for further assistance. When contacting us, please provide the following information:

• Postcode of where you are located - so we can check if there are any local network issues ongoing

• Main Issue Description (calls in/out, texts in/out, data access/anything else - please explain as much as possible) - 

• When did the issue first begin - 

• Full address where the issue is happening - 

o or Is the issue happening in multiple locations - 

• Make and model of the device being used - 

• Provide 4 calling examples - 2 of incoming calls + 2 of outgoing calls in the following format: (these examples need to be within a 24hrs period of reporting them for easy identification)

o Example 1 - Attempted a call to "enter number dialled") - dd/mm/yyyy - hh/mm/ss

o Example 2 - Attempted a call to "enter number dialled") - dd/mm/yyyy - hh/mm/ss

o Example 3 - Attempted to receive a call from "enter number calling you") - dd/mm/yyyy - hh/mm/ss

o Example 4 - Attempted to receive a call from "enter number calling you") - dd/mm/yyyy - hh/mm/ss

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