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I can't make or receive calls or texts

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:


  1. Go to Settings

  2. Toggle Aeroplane Mode off


  1. Go to Settings

  2. Toggle Aeroplane Mode off


  1. Go to Settings

  2. Go to Network & Internet

  3. 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.

Order a replacement SIM

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:


  1. Go to Settings

  2. Select General

  3. Select Transfer or Reset iPhone

  4. Select Reset

  5. Select Reset Network Settings


  1. Go to Settings

  2. Select General management

  3. Select Reset

  4. Select Reset network settings


  1. Go to Settings

  2. Select System

  3. Select Reset options

  4. 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:


  1. Go to Settings

  2. Go to Mobile

  3. Go to Mobile Data Options

  4. Select Voice & Data

  5. Select a different network band


  1. Go to Settings

  2. Go to Connections

  3. Go to Mobile Network

  4. Go to Network Mode

  5. Select a different network band


  1. Go to Settings

  2. Go to Network & Internet

  3. Go to SIMS

  4. Select the SIM you’re using

  5. Select Preferred network type

  6. 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.

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