What to do if calls and texts aren’t working
There are a whole lot of reasons calls and texts might not be working for you. Here are a bunch of things you can try to get things going again.
If you’re having trouble making calls while overseas, head to our International Roaming guide.
1. Turn aeroplane mode off
If your device is in aeroplane mode, it won’t connect to the mobile network which your device needs for calls/texts. To turn aeroplane mode off:
Apple
Go to Settings
Toggle Aeroplane Mode off
Samsung
Go to Settings
Toggle Aeroplane Mode off
Go to Settings
Go to Network & Internet
Toggle Aeroplane Mode off
2. Check your device’s software
Sometimes your phone’s software needs to update to connect to the mobile network. To find out if your phone is up to date:
Apple: Settings > General > Software Update
Samsung: Settings > Software update
Google: Settings > Security & privacy > System & updates
3. Make sure your payments are up to date
If you’ve missed a payment and it’s more then 25 days overdue, your account might be suspended, which will stop you from making calls and sending texts. Log in to my account to make sure you’re up to date with payments.
What to do if you can’t pay your bill
4. Turn it off and on again
It’s an oldie and a goodie – and might just do the trick.
5. Check your add-ons
Calls and texts within Australia are included in your plan. To call or text outside Australia, you can buy an international calls and texts add-on – just make sure the country you’re trying to reach is included in the pack first.
It’s also worth knowing that you can’t make calls to premium numbers from your Belong service (including 1900 and satellite numbers, 1234, 12455 and 12456).
6. Make sure your SIM is working
Put your belong SIM into another unlocked device that you know is connecting to the mobile network. If it doesn’t work, you may have a faulty SIM, which we can replace for free if you order it from us online.
7. Check for unusual problems
Though less common, here are a few more things that might be causing the problem:
Do not disturb mode is switched on
Call forwarding is set up
The number you’re trying to connect with is blocked
The number you’re using is incorrect
The device you’re using can’t operate in Australia
The number you’re trying to reach is having connectivity issues
You’re new to Belong and there was a problem bringing your old number across (get in touch if you think this might be the case)
8. See if you’re covered
There are some remote areas that aren’t covered by our mobile network. Take a look at your location on our coverage map to see if this is the reason you can’t connect.
9. Reset your network settings
Big heads up: if you do this on an Android device, you’ll lose your saved wi-fi networks, your paired Bluetooth devices and your mobile network preferences. This means you’ll have to add these again after doing the reset.
That said, a reset can get your mobile network settings back where they need to be. To reset your network settings:
Apple
Go to Settings
Select General
Select Transfer or Reset iPhone
Select Reset
Select Reset Network Settings
Samsung
Go to Settings
Select General management
Select Reset
Select Reset network settings
Go to Settings
Select System
Select Reset options
Select Reset Mobile Network Settings
10. Switch to a different network band
Depending on your device, you may be able to switch between different network bands (i.e. 4G and 5G) to get your signal back.
To switch to a different network band:
Apple
Go to Settings
Go to Mobile
Go to Mobile Data Options
Select Voice & Data
Select a different network band
Samsung
Go to Settings
Go to Connections
Go to Mobile Network
Go to Network Mode
Select a different network band
Go to Settings
Go to Network & Internet
Go to SIMS
Select the SIM you’re using
Select Preferred network type
Select a different network band
11. Check for outages
Head to Telstra’s outage information page to see if there’s a 5G outage in your area (your Belong service uses parts of the Telstra network). 5G is currently rolling out in selected areas and available with a compatible device.
12. Get in touch
If none of the above tips helped, we might need to look into it further for you. Use the ‘Let’s chat’ button in the bottom right-hand corner, or call us on the number at the bottom of the page.