If you're having trouble making calls or sending texts from your phone, try the following:
1. Check that airplane mode is turned off
If you're uncertain about how to perform this task, kindly refer to the website of your device manufacturer, CommsMobile.
2. Check that you've got the right call and text add-on.
If you're trying to make a call or send a text within Australia or to an international number (from Australia), you need to ensure that you have a plan that includes these countries within the call pack.
Please note that CommsMobile doesn't offer calls or texts to premium numbers including 1900 numbers, 1234, 12455, 12456, and satellite numbers. To check that you've got the right call and text add-on, head to Manage on your CommsMobile App to review your add-ons.
3. Check your software is up to date.
Make sure your device is using the most up-to-date software.
4. Check that your monthly payments are up to date.
If your payments are not up to date, your CommsMobile service may be restricted or disabled. Please contact your account manager to ensure your account is up to date.
5. Turn your phone off, wait a moment, then turn it back on again.
There may be an issue with your CommsMobile device - often these can be resolved by powering off, waiting for a minute or two, and powering back on again. If you believe you have a device issue and this does not resolve it, please visit your manufacturer's website.
Important details to note: Record the date, time, and type of communication (call or text) you attempted. If none of the other troubleshooting tips have been successful, include this information when you contact us via the "send us a message" button at the bottom of this article.
6. Try another device
To verify that your device is not the issue, you can test by inserting your CommsMobile SIM into a different device and check if you can successfully make calls and send texts.
7. Check your device settings
- Do not disturb is enabled. If so, make sure manual and schedule are toggled off.
- Check for blocked numbers. If the number you're trying to communicate with is blocked, disable the action.
- Check you don't have call forwarding enabled
- Check your contacts information is correct
8. Your device was purchased overseas
Not all mobile devices available worldwide are compatible with mobile operators in Australia. Some handsets purchased internationally may not be configured for the Australian market and may not function properly with CommsMobile operators.
9. Check the map for coverage in your area.
View our mobile coverage map to check for coverage in your area.
10. Check your network settings
Doing this will reset all current saved settings, including Wi-Fi passwords, preferred networks, and VPN settings on CommsMobile.
If the issue persists and you are able to make calls but not receive them, you may need to perform a backup and restore of your device. Please contact your device manufacturer for assistance with backing up and restoring your device.
Switch to a different network band:
- Go to Settings.
- Tap on Cellular.
- Select Cellular Data Options.
- Choose to either enable LTE or disable LTE, 4G, or 3G (this option may vary depending on your carrier and device model).
- Check that you have not enabled manual network selection and that you are within range of the selected network.
11. Other reasons you might not be able to make calls
If you're new to CommsMobile, your number may not have been ported/transferred correctly. If you suspect this is the issue, please send us a message and we will investigate for you.
There could be an issue with the network, service, or device of the person you're trying to reach. There may be a temporary problem with the network.