Help Center

Troubleshooting Your Wireless & Mobile Broadband

Troubleshooting Mobile Broadband connectivity issues

Step 1: Check the basics

1. Switch your device off (do not select restart), wait 30 seconds and turn it on again.

2. Check that your SIM card is correctly inserted into your device

3. Try your SIM card in another device (If the problem continues, there could be an issue with the SIM)

4. Your device's location can also affect your signal. Make sure its placed free of obstruction from brick walls and fencing as these can reduce or block your signal.

If you're still having issues connecting, go to the next step.


Step 2: Check your devices settings

1. Switch off WiFi and Bluetooth

2. Make sure your device is not in Airplane mode

3. Check the device has its 4G / 3G Cellular Data switched on


Still not working?

Contact us on 13 14 64 and we'll help you out.

Advise the technician of the troubleshooting you've done.

Keep in mind we may ask you to repeat some of the troubleshooting steps, so we can check the diagnostic responses from our network.

Troubleshooting: Mobile Broadband

MBB troubleshooting is pretty straight forward. Aside from issues that may arise such as weather and outages, an issue with MBB always comes down to 3 things; The network, the SIM card or the device that’s using it. 

If you’re having issues with the connection, try rebooting the device you’re using. This can be done by powering it down and removing the sim card for 5 minutes, then reconnecting the sim and powering the device back up. 

Failing that, it’s best to test the sim card in an alternate device, such as a smartphone or tablet. This will help you determine if the issue is with the hardware or the network.

My Mobile Broadband Isn't Working Properly - What Could Be The Cause

Like any mobile service, your connection will be susceptible to several factors that can affect its performance adversely, such as wind, rain and network congestion.  We’ll touch on a few of these here:

Weather – Adverse weather can significantly impact mobile services, ranging from an intermittent loss to full-blown outages. If you’re experiencing poor weather conditions, you can guarantee that your MBB service will be affected. This applies, particularly to strong winds and storm conditions.

Congestion – MBB operates on the same networks used by all mobile services however calls and SMS take priority over mobile data. This means that during peak periods, such as before and after school and into the evening, you can expect your service to be impacted by the spike in usage.  This will usually translate to slower than normal speeds however during holiday periods, the service may slow down significantly or be lost completely.

Outages – Outages can occur due to hardware failures, extreme weather conditions and Telco network difficulties. This will most often translate to a full loss of service that can range from minutes to days in length.  You can often locate an outage if you still have internet access by checking the Telstra or Optus outage website directly however you can always come to us if you need confirmation. Bear in mind that as a Network re-seller, there’s very little we can do to assist during an outage.