FAQs for technical troubleshooting - Pre-paid
- 1 What should I do if I'm having problems with my service?
- 2 Can you still not make or receive calls even though your PAYG credit and plan are in order?
- 3 Have you locked your phone and need your PUK code to unlock it?
- 4 Why is my Pay As You Go (PAYG) credit running out so quickly?
- 5 Why can't I send MMS or access data?
- 6 What do I do if I can't make or receive calls?
- 7 I keep getting an error message about my SIM card, Why am I getting an error message about my SIM card?
- 8 You lost your phone or it was stolen?
- 9 My SIM is faulty what do I do?
- 10 I'm overseas roaming but have no signal, what do I do?
- 11 I am overseas roaming but can't send any SMS to someone in Australia, what do I do?
- 12 Why can't I call someone in Australia when I'm roaming overseas?
- 13 Why can't I send or receive SMS/text?
- 14 What do I do if I can't access data when roaming overseas?
- 15 Why isn't my mobile phone battery lasting as long as usual?
- 16 What do I do if my handset is locked to another Telco?
- 17 I have problems picking up a mobile signal?
- 18 Why can't I hear my caller on my mobile?
What should I do if I'm having problems with my service?
If you are having problems with your service, have a look at the possible solutions below before giving us a call. In the first instance try this – you’d be surprised how many issues this can solve!
- Turn your phone off and remove the SIM.
- Power the phone on so it reads “insert/no SIM” or similar
- Power off
- Reinsert your SIM and turn your phone back on.
Some other things to check are: Do you have enough PAYG credit or allowance in your plan for the call or SMS you’re trying to make or send? Yu can check your balance and usage in the My Exetel portal and App. You can check your plan inclusions and exclusions in the Critical Information Summary in your My Exetel portal.
Can you still not make or receive calls even though your PAYG credit and plan are in order?
This information might help. Do you receive an error message when you try to send an SMS message, make sure your SMSC is set up correctly. You can read about that in these FAQ’s.
Have you locked your phone and need your PUK code to unlock it?
Log in to your My Exetel online account, head to the account section and it's displayed there for you. If you're not receiving calls, make sure you don't have a diversion set up. Search for "diversion" in our FAQs and follow the instructions to rule this out as the cause of the problem.
Why is my Pay As You Go (PAYG) credit running out so quickly?
Remember, you can view your usage in your My Exetel portal and App. If you see charges from your PAYG credit in your Mobile Plan, check to see what usage types are using the PAYG credit value. However, bear in mind that usage details can be delayed by up to 24 - 48 hours. We can only investigate use that's recorded on your account. Why is my Data in my plan running out so quickly?
If you're using a Smart Phone here are some reasons why you might be consuming your Plan Data allowance quicker than you thought:
- Is your device being used as a hot spot by another device?
- Check which apps are using data from your handset
- Some apps regularly update their content like news and weather, and this uses your data. Some podcast apps do the same. See if you can change the frequency or disable the updates (background app refresh), turn off the data to them, a program to update via Wi-Fi only or deleted them if you don't use them often.
- Keeping your apps up to date with the latest version is a good idea but allowing them to update on mobile data isn't. Disable auto-update via your handset settings and update them when you're on Wi-Fi.
- Apps like Facebook, Instagram and Twitter have the ability to auto-play videos, even when just scrolling past. Head to the app settings and turn off auto-play or if it allows, set it to play when on Wi-Fi only.
- If you use Dropbox, Google Photos or iCloud photos, these apps might be automatically backing up the photos as you go. Check your settings in the app and disable auto-backup or set it to back up on Wi-Fi only.
- YouTube, Netflix and other video players are data-hungry as you know. Switching to the standard definition will save your data as will watching when on Wi-Fi.
- Just web browsing strains your data - any website you visit that has lots of rich content or scripts that run in the background will consume more data.
- Facetime uses around 3MB per minute so an hour chat will cost you 180MB.
- Music streaming uses around 150MB/hour.
- Using google maps for navigation can be data-hungry. See if you can download maps for offline use. Location services also use data so consider turning this off.
- If you use an iPhone, turn off Wi-Fi assist as this feature automatically switches your device to mobile data when Wi-Fi is poor.
Why can't I send MMS or access data?
There are 2 possible caused if you are having trouble sending an MMS message or if you cannot use data on your phone:
- Data is disabled on your phone. Check this in your settings.
- It's possible that your handset hasn't automatically detected the correct APN settings.
You can search these FAQ’s here to find out how out what the APN settings should be. Different handsets have different settings so you may need to refer to your handset user guide for assistance on how to change these settings.
For customers with iPhones, you may be able to change your APN settings by going to: Settings > General > Cellular Data Network. You can also view this article on the Apple support site - http://support.apple.com/kb/HT2283 Replacing my SIM card / Performing A SIM Swap
If you need a new SIM card because your current SIM is faulty, lost, stolen or it doesn’t fit your device, purchase a new SIM card for $5 online through the My Exetel portal or App.
Once you receive your new SIM card, log into your My Exetel account, head to SIM replacement in the Manage Account section and follow the simple steps. Once we process the transfer to your new SIM, the $5 credit will be applied to your account as well as any existing credit and plans that you have on your service.
What do I do if I can't make or receive calls?
Have you tried turning your phone off and back on again?
Sometimes phone handsets just need to be reset, by turning the handset off and back on again your handset will search for a signal.
Are you able to get a signal or coverage in other areas?
The mobile service is for use in a mobile capacity and is not a guaranteed service. There are some areas that do not have coverage. If you’re able to pick up coverage in other areas then your mobile is working, it just means that the area that you’re not getting a signal in is not covered by our network coverage.
Check that your handset is compatible You can use an Exetel SIM card in any network unlocked handset that is compatible with 3G 850Mhz frequency. To take advantage of 4G for data/MMS/SMS, ensure it’s compatible with 700, 900*, 1800, 2100*, 2600* MHz.
- supported in limited locations only.
Check your handset user guide or the box that your handset came in for confirmation.
Check that your handset is not locked If you have tried all of the above, you should check whether your handset is locked to another network. You can check this with your previous provider, or whoever you purchased the handset from.
- Does iMessage work with Exetel? My iMessage is not working, can you help?
iMessage does work with Exetel but it does not always set itself up properly. If it isn’t working you will need to set it up yourself.
You will need to do the following:
1. Disable iMessage under Settings/Messages 2. Dial *#5005*7672# and make a note of what the SMSC is set to at the moment 3. Dial **5005*7672*+61418706700# to set Telstra’s SMSC 4. Dial *#5005*7672# to make sure it changed 5. Enable iMessage under Settings/Messages 6. Dial **5005*7672*+61418706275# (or you won’t be able to send 7. You may need to turn your phone off and back on again
You won't be charged for changing these settings as you will be activating iMessage even though an international text was sent. In most instances, the settings above will fix any issues. However, if you are still having problems, you should try again using the Exetel SMSC which is +61418706275. You will need to do the following:
1. Disable iMessage under Settings/Messages 2. Dial *#5005*7672# and make a note of what the SMSC is set to at the moment 3. Dial **5005*7672*+61418706275# to set Exetel’s SMSC 4. Dial *#5005*7672# to make sure it changed 5. Enable iMessage under Settings/Messages 6. Dial **5005*7672*+61418706275# (or you won’t be able to send) 7. You may need to turn your phone off and back on again
I keep getting an error message about my SIM card, Why am I getting an error message about my SIM card?
Firstly, make sure it is fitted properly in your device – an error message will show if the SIM card is not inserted correctly. Next, try cleaning the SIM and the metal contacts with a dry cloth. If these steps haven’t resolved the problem, we recommend replacing the SIM as it may be damaged or faulty. You can order a new SIM online in your My Exetel portal or App.
Do I need a replacement SIM?
You may need a replacement SIM if any of the following apply to you: You got a new phone and your SIM card doesn't fit in it You'll need to buy an Exetel tri-cut SIM from us online, which comes with all sizes of SIM card that you might need. Once you have received the SIM card, you can process the SIM replacement yourself by logging in to your My Exetel account. Simply select 'SIM replacement' from the menu and enter the SIM number.
You lost your phone or it was stolen?
It's a pain when you lose your phone, which is why we try to keep it pain-free when you need to move your service to a replacement SIM card. If you called us to have your service suspended, then you'll need to call us back once you have your new SIM card so that we can process the SIM replacement for you. You won't be able to do this yourself through your My Exetel account as we will need to remove the suspension on your service first.
My SIM is faulty what do I do?
We might advise you that we need to replace your SIM card as part of our troubleshooting procedure. When you have received your new SIM card from us and want to transfer your service to it, you can either call our support team who will do this for you and make sure your phone is working, or you can process this yourself in the My Exetel portal or App. If this fixes the issue, please be sure to give us a call and let us know, or one of our support team will be in touch to check with you.
I'm overseas roaming but have no signal, what do I do?
Make sure that you are connected to our preferred operators when overseas. You can do this by putting your handset on auto network select. This will make the device choose the preferred operator. If you are still unable to get a signal, you can try set your device to manual network select, then choose our roaming provider [URL for Roaming Rates and Providers] in the country you're in and try again. Check your manufacturer's operation manual on how to perform this function on your device.
If you're still unable to connect to our provider, you can try the following to "re-set" your SIM as follows:
1. Turn your device off and remove the SIM 2. Power up your device and wait for a few minutes before powering off 3. Re-insert the SIM card and turn your device on 4. Try to manually/auto connect an Exetel roaming provider
If you are still unable to obtain a signal or connect to our provider and need phone/data we suggest you purchase a local SIM as troubleshooting roaming incidents is a complex and sometimes lengthy process. It also needs to be done whilst you are in the country where you're having difficulty and time differences make this challenging.
I am overseas roaming but can't send any SMS to someone in Australia, what do I do?
The first thing to check is whether or not the number you are sending the SMS to has the Australian international country code (+61) before the number (+61400123456 for example). If the number is correct but you are still unable to send an SMS while roaming, you need to check your phone settings. You can try to update the Short Message service centre (SMSC) number as this may be causing the issue. You'll need to go to the messages settings in your phone (please refer to your manufacturers handset guide to check how to do this). Navigate to the settings screen, you will need to find where you can change the SMSC (it may be called "message centre" or similar).
If you can manually change the SMSC, change it to +61 418 706 275; you should then try to send another SMS. Please note: you may not be able to do this on an iPhone
Why can't I call someone in Australia when I'm roaming overseas?
You need to make sure that you are using the international number format; it should be +61400123456 or +6101234567. Numbers stored on your directory such as 0400123456, 0301234567 or 01234567 will not work, you must update the number to start with +61. TIP: Before going overseas, save your friends and family telephone numbers in Australia with the “+61” format.
Why can't I send or receive SMS/text?
If your SIM is properly inserted into your phone, you have mobile signal on your phone, your service is active and has and active Plan, we suggest you power your phone off and on again. If you’re still having issues, a network message may explain why you’re having problems calling out. If you’re stuck, feel free to contact our support team on 13 39 38.
What do I do if I can't access data when roaming overseas?
By default, if your handset allows you to use data in Australia, it should be working in the country you are in, provided we allow roaming in that country. Make sure your phone’s “mobile data” service is turned on. If it is turned on but you are still having issues, check your settings:
Go to the phone's settings and find the Access Point Names (APN) option, if you can add a new APN you should input the below settings:
Name: Mobile Data, APN: mdata.net.au, Proxy: (blank), Port: (blank), Username: (blank), Password: (blank), Server: (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: (blank), APN type:default,dun,supl,mms
Why isn't my mobile phone battery lasting as long as usual?
You may have been using it more than usual or you may have been in an area with poor reception (your phone works harder to try and find a signal and this can use up more battery than usual). You may also have applications running in the background, so even though you’re not actively using them, be sure to shut them down properly. As a tip, try to let the battery run down completely before charging it up again.
What do I do if my handset is locked to another Telco?
If you have previously purchased a handset from another service provider, please ensure that it is unlocked and is compatible with Exetel. Your handset needs to have minimum 3G 850MHz to have access to our services.
I have problems picking up a mobile signal?
Have you tried turning your phone off and back on again? Sometimes phone handsets just need to be reset, by turning the handset off and back on again your handset will search for a signal.
Are you able to get a signal or coverage in other areas? Our network provides coverage to 98.5% of the population of Australia, but there’s still some areas that do not have coverage. If you’re able to pick up coverage in other areas then your mobile is working, it just means that the area that you’re not getting a signal in is not covered by our network coverage. The mobile service is for use in a mobile capacity and is not a guaranteed service. If you’re not able to get coverage in any area and you’ve turned your phone off and back on again please give us a call on 13 39 38 and we’ll do our best to help out.
Why can't I hear my caller on my mobile?
Sound quality can be affected by lots of different things. Tunnels or hills can affect reception, or you may be in an area with poor coverage. Check the signal strength on your phone's display – if it's low, try walking around. If you can hear an echo, make sure the phone's microphone is not covered by a finger or a phone case.