Mobile Faulting

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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