Mobile Data Faults : No Connectivity / No Data / Slow Data

Purpose / Summary

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 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	Response
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 mins 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 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

Reference Links

CommsMobile Coverage Check-,Check%20Your%20Coverage,-This%20coverage%20map)
Telstra Outage Page
Telstra Wholesale Device Check