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Network connection issues troubleshooting guide

This support article will assist you with common network connection issues for:

  • Making and receiving calls.
  • Sending and receiving text and picture messages.
  • Using mobile data.

Connecting to the Vodafone network.

If you’re unable to connect to the Vodafone network, try these troubleshooting steps first:

Restart your device

Turn your device off and on again.

Check your network coverage

Check the network coverage in your area.

Check for scheduled network maintenance or outages

Check for any scheduled network maintenance or outages in your area.

Here are some other solutions that may help when connecting to the Vodafone network. If you’ve tried these solutions and still can’t connect to our network, give us a call on 1300 650 410.

Try these device settings troubleshooting steps:

Check device settings

Check your device is set to automatically select a network.

Turn on 5G/4G

If you’re using a Vodafone 5G approved device or a 4G device, check that you have 5G/4G turned on.

Update device software

Make sure your device’s software is up to date. You can check this in settings.

Turn off airplane mode

Check that your device isn’t in airplane or flight mode. You can check this in settings.

Try these SIM card troubleshooting steps:

Check if your SIM is faulty

Insert your SIM into another device. If the error message still appears, it’s most likely your SIM is faulty.

Check if your device is faulty

Insert another Vodafone SIM card into your device. If the error message still appears, it’s most likely your device is faulty.

Accessing mobile data.

Try these troubleshooting steps:

  1. Check that your device has mobile data switched on.
  2. Make sure your APN settings are set up correctly.
  3. If you’re in a regional coverage area and using an Android or Windows Phone, switch on data roaming.

Slow data speeds.

There are a number of reasons you may be experiencing slow data speeds:

  • Environmental factors. Check out the ‘Calls dropping out’ section under ‘Making and receiving calls.’
  • The website you’re visiting is experiencing a high volume of web traffic.
  • Accessing websites with a high latency.
  • Your device’s specifications, such as operating system, processing power and available memory.

To improve your data speeds, try the solutions listed in the ‘Device settings’ section above.

Making and receiving calls.

Try these troubleshooting steps:

  1. Try calling a different number. If your call connects to another number, it may be an issue with the number you’re trying to call.
  2. Check that you’ve paid your bill. If your account is overdue, your service may have call barring active. To have it lifted, give us a call on 1300 650 410.
  3. If you’ve placed an outgoing call bar on your device, dial GSM codes to remove it. 

Try these troubleshooting steps:

  1. Check that you don’t have call diversions set up on your service. Dialing short code 1213 will remove any call diversions on your number.
  2. Make sure you have Do Not Disturb mode disabled. Some phones have features that block calls during certain hours of the day.
  3. Check that the number trying to call you isn’t blocked from calling your service.

Environmental factors are the most common reason for calls dropping out. Your signal strength can be affected by:

  1. Your distance from a mobile tower. Local terrain, such as nearby buildings, can obstruct the signal from the mobile tower.
  2. The building you’re in and what level you’re on. Coverage is reduced in basement levels and elevators, as well as in buildings with concrete walls or metal roofing.
  3. Travelling in a moving car or train. Going through tunnels can also affect the signal.

Here’s what you can do to avoid calls dropping out:

  1. If you’re outdoors, a spot with a clear eye line to the horizon will provide the best coverage.
  2. If you’re indoors, a spot close to a window will provide the best coverage.

Sending and receiving text messages.

Try these troubleshooting steps:

  1. Make sure your inbox and sent messages folders aren’t full. You can free up space on your device by deleting old messages.
  2. If you’ve placed an outgoing or incoming message bar on your device, use GSM codes to remove it. 

Try these troubleshooting steps:

  1. Check that the message centre number is correctly set in your device as +61 415 011 501.
  2. If you’re using an iPhone, check if the message is being sent as an iMessage. Try switching off iMessage in device settings.
  3. If the number you're trying to message starts with 19, it's a Premium SMS number. Check that you haven't blocked access to Premium SMS.

Try these troubleshooting steps:

  1. Send yourself a text message. If it won’t send, you might have message barring on your phone.
  2. Check that the number sending the message isn’t in your blocked contacts or spam list on your device.
  3. If you’ve recently switched from an iPhone to a non-Apple device, make sure you’ve switched off iMessage.
  4. If your device has been switched off or out of coverage for a period time, undelivered messages will expire 3-7 days after being sent. 

Sending and receiving picture messages.

Try these troubleshooting steps:

  1. Make sure picture message settings are correctly set up on your device. If you’re using an iPhone, make sure MMS Messaging is switched on.
  2. Make sure your inbox and sent messages folders aren’t full. You can free up space on your device by deleting old messages.
  3. Check that your device has mobile data switched on. 

Try these troubleshooting steps:

  1.  If you’re using an iPhone, check if the message is being sent as an iMessage. Try switching off iMessage in device settings.
  2.  If you’re in a regional coverage area and using an Android or Windows Phone, switch on data roaming.

Try these troubleshooting steps:

  1. Send yourself a picture message. If it won’t send, you might have message barring on your phone.
  2. Check that the number sending the message isn’t in your blocked contacts or spam list on your device.
  3. If you’ve recently switched from an iPhone to a non-Apple device, make sure you’ve switched off iMessage.
  4. If you’re in a regional coverage area and using an Android or Windows Phone, switch on data roaming.
  5. If your device has been switched off or out of coverage for a period time, undelivered messages will expire 3-7 days after being sent. 

Additional information

 My phone is displaying signal bars but I can’t connect to the network.

It’s possible that your device is displaying signal bars even when there is limited network coverage. The signal bars displayed on your device aren’t always a true indication of signal strength. There is no universal standard for determining signal strength, which means the methods of measuring network coverage differ between manufacturers. For example, two bars of coverage might be the equivalent of three on another phone.
What's the difference between Cat 3, Cat 4 and Cat 6 devices?

The higher a device’s Cat number, the faster the data speeds. To access the fastest 4G speeds we have available, you'll need a Cat 6 device.

Device Maximum theoretical data speed
Cat 3 100Mbps
Cat 4 150Mbps
Cat 6 300Mbps

 

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