If you are experiencing issues with being able to send/receive SMS from your Mobile Handset, we recommend trying the below troubleshooting:

Symptom: Unable to send or receive an SMS

Troubleshooting:

Step 1: Check that the handset is showing reception bars.

Step 2: Reboot your handset. Turn handset OFF – remove SIM Card for up to 5 minutes – reinsert SIM Card – turn handset ON.

Step 3: If the above reboot does not resolve the issue, if possible, test your SIM Card in another handset as the issue may be related to the handset and not the SIM Card or network.

If you are experiencing issues with being able to make/receive calls from your Mobile Handset, we recommend trying the below troubleshooting:

Symptom: Unable to make outgoing or receive incoming calls

Troubleshooting:

Step 1: Check that the handset is showing reception bars.

Step 2: Reboot your handset. Turn handset OFF – remove SIM Card for up to 5 minutes – reinsert SIM Card – turn handset ON.

Step 3: If the above reboot does not resolve the issue, if possible, test your SIM Card in another handset as the issue may be related to the handset and not the SIM Card or network.

If you are experiencing issues with sending/receiving MMS messages on your handset please try the following troubleshooting:

Symptom: Unable to send or receive MMS.

Troubleshooting:

Step 1: Check that the handset is showing reception bars.

Step 2: Check that data is turned ON on your handset.

Step 3: If data is enabled on your handset and you are still unable to access data, complete a reboot. Turn the handset OFF – remove SIM Card for up to 5 minutes – reinsert the SIM Card – turn handset ON.

Step 4: If the above reboot does not resolve the issue, if possible, test your SIM Card in another handset as the coverage issues may be related to the handset and not the network.

f you are experiencing issues with your SIM Card, we recommend trying the below troubleshooting:

Symptom: Handset reporting NO SIM or INVALID SIM

Troubleshooting:

Step 1: Check that the SIM is inserted correctly as per the Mobile Manual

Step 2: If the SIM is inserted correctly and your handset is still reporting NO SIM, reboot your handset. Turn handset OFF – remove SIM Card for up to 5 minutes – reinsert SIM Card – turn handset ON.

Step 3: If the above reboot does not resolve the issue, if possible, test your SIM Card in another handset as the coverage issues may be related to the handset and not the network.

If the battery is already fully charged, it will not accept any further charging. To check the battery status, check the battery icon on the mobile screen – if it is full, the battery is already fully charged.

If the battery is not fully charged:

Step 1: Remove the battery from the handset for up to 5 minutes – reinsert battery – hold down the power button to turn ON.

Step 2: Connect the handset into the power socket. After plugging the handset into the power socket a battery will appear on the screen for a short time (this may take a few minutes depending on how flat the battery is.)  Leave the handset on the charger for a few hours.

Step 3: If the battery icon does not appear within 10 minutes, if possible, test an alternate charger as the issue may be with the charger and not the handset.

In most cases, the handset will not turn on because the battery is flat.

Step 1: Refer to the manual for instructions on how to turn the handset on. If you have a handset and you usually don't let the battery run out before you charge it but this has happened in this instance, charging the handset will not turn the handset back on. You will need to manually turn the handset on.

Step 2: Connect the handset into the power socket. After plugging the handset into the power socket a battery will appear on the screen for a short time (this may take a few minutes depending on how flat the battery is.) Leave the handset on the charger for a few hours.

Step 3: Turn the phone on. If the battery icon does not appear within 10 minutes, if possible, test an alternate charger as the issue may be with the charger and not the handset.

In most cases, a device will be able to automatically pick up the settings it needs from Southern Phone in order to connect to the internet. The simple guide relevant to your device below should help you get connected if there are any manual adjustments needing to be made to your settings.

iPhone (Optus Network)

1. Tap Settings, Tap Mobile, Tap Mobile Data Options, Tap Mobile Data Network.
2. Tap APN, Enter ‘yesinternet’, Tap Mobile Tap Settings.
3. Tap the Home Button to return to your home screen.
4. Turn your iPhone off and back on again.

iPhone (Telstra Network)

1. Tap Settings, Tap Mobile, Tap Mobile Data Options, Tap Mobile Data Network.
2. Tap APN, Enter ‘telstra.iph’ or ‘telstra.wap’, Tap Mobile Tap Settings.
3. Tap the Home Button to return to your home screen.
4. Turn your iPhone off and back on again.

If 'telstra.iph' doesn't work for your device, try using 'telstra.wap' instead. 

iPad (Optus Network)

1. Tap Settings, Tap Mobile Data, Tap Mobile Data Options.
2. Tap APN Settings, Enter ‘yesinternet’.
3. Tap the Home Button to return to your home screen.
4. Turn your iPad off and back on again.

iPad (Telstra Network)

1. Tap Settings, Tap Mobile Data, Tap Mobile Data Options.
2. Tap APN Settings, Enter ‘telstra.iph’ or ‘telstra.wap’.
3. Tap the Home Button to return to your home screen.
4. Turn your iPad off and back on again.

If 'telstra.iph' doesn't work for your device, try using 'telstra.wap' instead. 

Android Devices (Optus Network)

1. Tap Apps, Tap Settings, Tap More Settings, or Mobile Data, or Mobile Networks, Tap Access Point names.
2. Tap Add or New APN, Tap Name and enter ‘Southern Phone Internet’, Tap APN and enter ‘yesinternet’, Tap MCC and enter ‘505’, Tap MNC and enter ‘02’, Tap Authentication type and select ‘PAP’, Tap APN Type and enter ‘default’, Tap Bearer (if displayed) and select ‘unspecified’.
3. Tap More or Menu, Tap Save, Tap the back button, Tap the field next to the APN Connection you have just created.
4. Tap the Home Button to return to your home screen.
5. Turn your Android device off and back on again.

Android Devices (Telstra Network)

1. Tap Apps, Tap Settings, Tap More Settings, or Mobile Data, or Mobile Networks, Tap Access Point names.
2. Tap Add or New APN, Tap Name and enter ‘Southern Phone Internet’, Tap APN and enter ‘telstra.iph’ or ‘telstra.wap’, Tap MCC and enter ‘505’, Tap MNC and enter ‘01’, Tap Authentication type and select ‘Not required’, Tap APN Type and enter ‘default’, Tap Bearer (if displayed) and select ‘unspecified’.
3. Tap More or Menu, Tap Save, Tap the back button, Tap the field next to the APN Connection you have just created.
4. Tap the Home Button to return to your home screen.
5. Turn your Android device off and back on again.

If 'telstra.iph' doesn't work for your device, try using 'telstra.wap' instead. 

If your handset is asking you for a PIN Code, this is a 4 digit code that is specific to your SIM Card. If you have your PUK Code, it is the last 4 digits unless you have changed this.

You will need to contact us to obtain the SIM PIN. 

If you are experiencing issues with Mobile Coverage, we recommend trying the below troubleshooting. 

Symptom: Handset shows no service/coverage bars or ‘Emergency Calls Only’

Troubleshooting:

Step 1: Reboot your handset. Turn handset OFF – remove SIM Card for up to 5 minutes – reinsert SIM Card – turn handset ON.

Step 2: If the above reboot does not resolve the issue, if possible, test your SIM Card in another handset as the coverage issues may be related to the handset and not the network.

Step 3: Check to see if other users in your area have coverage.

Step 4: If you have completed the above and you still have no mobile coverage, please get in contact with us so that we can complete some further troubleshooting with you to resolve the problem.

Telstra is performing an upgrade to their network and as of 25 March 2019, the 2100MHz layer of the 3G network will be shut down.

Your service may be affected by the closure of the 2100MHz layer of the 3G mobile network.

Our records show that you are using a device that is operating on the 2100MHz network, which means when this closure takes place on the 25th March 2019, your service will stop working. You won’t be able to make or receive calls, send and receive SMS messages or access data from this date.

What do you need to do?

So that you can stay connected, you will need to change the network settings in your mobile handset or reconnect to the network.

If you have recently updated the network settings in your device, please disregard this notice.

How to check your device network settings

By default, your device network settings may be set to “automatic” meaning your device will automatically search for an available and compatible network.

If you experience difficulties using your device i.e. making or receiving calls or sending and receiving SMS messages after 25th March 2019, we recommend you check your mobile network settings to stay connected, by following the instructions below or those provided by your device manual.

If you have an iOS device

1.       Tap Settings

2.       Tap General

3.       Go to Mobile Data

4.       Ensure that Enable 3G is set to ON

If you have an Android device

1.       Tap Settings

2.       Tap Connections

3.       Tap Mobile Networks

4.       Tap Network Mode

5.       Ensure WCDMA/GSM (auto connect) is selected

Only a tiny portion of mobile traffic is using the 2100 MHz spectrum. Over time, more and more customers are using 4G services in order to ensure greater coverage, network reliability and consistently faster speeds. By re-purposing the 2100 MHz spectrum from 3G to 4G, capacity is being increased to where there is greater customer demand.

What will happen if I don’t take any action?

Your current device will continue to operate until the 25th of March 2019. If you don’t update the network settings in your device before this time, then you’ll no longer be able to use your mobile device.

We are here to help

If you would like to discuss the network upgrade with our friendly team or if you have any questions about how your service may be affected, give our team a call on 1800 429 902.

A PUK, or Personal Unlocking Key, is an 8-digit code that unlocks your SIM card if you can’t remember your PIN.

If your handset is asking you for a PUK Code, you will need to contact us to obtain the PUK Code.

You’ll have a maximum of 10 attempts to enter your PUK correctly. After 10 wrong attempts, your SIM will be permanently blocked. If this happens, you'll need a replacement SIM to continue using your mobile number.