Mobile Data Faults: No Connectivity / No Data / Slow Data
Published:
Overview
This article outlines the process for Partners and Resellers to follow when a customer reports mobile data issues such as no data, very slow data, or intermittent connectivity on CommsMobile (Telstra Wholesale Network).
Audience: CommsChannel Partners and Resellers; Technical Support Teams (Tier 1 and 2).
Step 1: Basic Troubleshooting Checklist for the Customer
Before raising a fault ticket, request the customer to perform these steps:
- Restart the handset.
- Toggle Airplane Mode on and off.
- Ensure Mobile Data is switched on (not just WiFi).
- Check that the SIM card is correctly inserted. If the handset has multiple SIM slots, try using a different slot. If it's an eSIM, this step can be skipped.
- Try the SIM card in another handset (if available) to confirm whether the issue follows the SIM or the handset.
- Confirm the customer is on an active postpaid plan and there are no account restrictions.
- Perform a Network Settings Reset on the handset (found in most devices under Settings > Network > Reset Network Settings).
- Ensure handset software (OS and carrier settings) is up to date.
- Check the CommsMobile Coverage Map to confirm adequate network coverage at the location: Check Your Coverage.
- If the issue appears location-specific, check if other users in the same area using CommsMobile are facing similar issues.
- To check for possible Telstra Network outages, visit the Telstra Outage Page, or provide us with the complete address of the impacted location so we can verify it internally.
- If data is slow, close unused apps, VPN services, disconnect other devices using hotspot, and test again.
Step 2: Information Required from Partner Before Escalation
If the issue continues, collect the following details before escalating:
| # | Question |
|---|---|
| 1 | Is the issue everywhere or only in specific locations (home, office, outdoors)? |
| 2 | Exact address or GPS coordinates of affected location(s) |
| 3 | When did the issue first start (date/time)? |
| 4 | Handset make & model |
| 5 | Handset OS version |
| 6 | Recent OS/app updates done? |
| 7 | Current mobile signal strength shown (bars, 4G, 5G) |
| 8 | Which network technology is shown (4G/5G/LTE) when data fails? |
| 9 | Is the SIM working in another device (if tested)? |
| 10 | Are other services (voice/SMS) working normally? |
| 11 | Does the customer experience no data at all, intermittent data, or slow data? |
| 12 | Are there other users in the same area using CommsMobile? What is their service experience? |
| 13 | Has a Network Settings Reset been performed? |
Step 3: Additional Troubleshooting for Partner Support
Once the above information is gathered, complete the following internal checks:
- Verify the APN settings on the handset are correct. Standard APN: telstra.internet
- Confirm the SIM is active and correctly provisioned in the CommsMobile.
- If the issue is speed-related, ask the customer to perform a speed test and provide two screenshots (10 minutes apart) of download/upload/ping values along with time and location.
- Verify there are no network restrictions on the account (e.g. data suspension, pending activation).
- Check if the device is an older model that may not support 4G/5G bands used by Telstra Wholesale, see the Telstra Wholesale Device Check.
Step 4: Escalation to CommsChannel / Telstra Wholesale
Escalate the case when all above checks have been performed and the issue persists. Include complete information and observations.
Escalate if:
- The SIM is active and provisioned correctly but mobile data still fails.
- The issue is confirmed in multiple devices.
- The issue is location-specific and affects multiple customers.
- Speed performance is abnormally low compared to expected service levels.
Mandatory Escalation Details:
- Please forward us all the information captured from the user in Step 2: Information Required from Partner Before Escalation (along with screenshots).
- Description of all troubleshooting performed.
