Reception issues can occur for a variety of reasons. Often times it is related to the area you are in or the available signals, rather than the phone itself.
Please ensure that the SIM card you are using is not causing the connection issue by testing the SIM card in another phone.
If you have an Android phone, please ensure that you have your network mode set to 4G/3G/2G Auto Connect or LTE/GSM/UMTS Auto Connect. If this is set to anything other than this, it will be restricting the number of signals your phone will be able to connect to.
If you have an iPhone, please ensure you have 4G/LTE enabled with both voice and data selected, otherwise you may experience some issues with calls, or using the internet.
You can get to these settings with these steps:
Settings > Connections > Mobile Networks > Network Mode
Settings > Mobile > Mobile Data Options > Enable 4G/LTE > Voice & Data
Please check that the signals compatible with your phone are available in your area.
You can view your phone specifications and compatible signals through the product page, and can see some data about mobile towers at the two websites below
Click on ‘Search’ and search your suburb. You can change to ‘List View’ to see further information.
Scroll down to ‘Location Search’ and type in your suburb. Scroll back up to ‘Select Provider’ to filter the service providers showing.
You can then click on each of the red points to see further information regarding that tower, and the area it sends signal to.
If your phone is physically damaged, this may impact the internal antenna in the unit.
Infrastructure and environment can play a heavy role in impacting and reducing signal strength including the following factors:
- Heavily wooded or mountainous areas
- Freeways or train lines
- Some types of building materials and insulations
- Some appliances such as microwaves
- Heavily crowded areas such as concerts or festivals - many people will be attempting to connect to the same mobile tower, and this frequently results in outages
- Distance from mobile towers - please note, not all towers disperse signal in an equal range in all directions
You can test your signal connection and strength using the free application Network Signal Info.
If you are still experiencing issues, please contact our Support Team here and we will be able to assist you further. Be sure to include your area, network, and a screenshot of the results from the Network Signal Info app.