Mobile Coverage Faults: No Service / Weak Coverage / Intermittent Signal
Purpose / Summary
This article provides a structured troubleshooting workflow for Partners and Resellers when customers report mobile coverage issues such as no signal, low signal, intermittent service, or inconsistent connectivity on CommsMobile (Telstra Wholesale Network). If the customer consistently gets 1- 2 bars everywhere they go, it’s almost certainly a handset hardware or antenna issue. Network degradation doesn’t occur uniformly across all locations, so please arrange a device test with another handset to confirm
Audience
CommsChannel Partners and Resellers
Technical Support Teams (Tier 1 and Tier 2)
Step 1: Basic Troubleshooting Checklist for the Customer
Before raising a fault or escalating, Partners should request customers to perform the following checks:
Restart the handset.
Toggle Airplane Mode on/off.
Ensure Mobile Network is enabled (not just WiFi).
Check SIM card is inserted properly (for multi‑SIM phones, test another slot).
For eSIM services, skip SIM slot checks.
Test the SIM card in another handset if available.
Confirm the service is active and not suspended.
Perform Network Settings Reset on the device.
Ensure handset OS and carrier settings are fully updated.
Check the CommsMobile Coverage Map for service availability in that location.
Confirm whether the issue occurs indoors only or both indoors/outdoors.
Ask whether other users in the same location on CommsMobile experience the same issue.
Check for any possible Telstra network outages via the Telstra Outage Page.
If performance is slow: close VPNs, clear unused apps, disable hotspots, and test again.
Step 2: Information Required from Partner Before Escalation
If the issue persists after Step 1, collect the following mandatory information:
| # | Question | Response |
|---|---|---|
| 1 | Is the issue everywhere, or only in certain locations? | |
| 2 | Exact address or GPS coordinates of the affected location | |
| 3 | When did the issue first start (date/time)? | |
| 4 | Device make & model | |
| 5 | OS version | |
| 6 | Any recent software or app updates? | |
| 7 | Current signal shown (bars, 4G, 5G) | |
| 8 | Which network technology is shown (4G/5G/LTE)? | |
| 9 | Does the SIM work in another handset? | |
| 10 | Are voice/SMS services working normally? | |
| 11 | Nature of issue: no signal / intermittent / weak signal? | |
| 12 | Are other nearby CommsMobile users impacted? | |
| 13 | Has Network Settings Reset been performed? |
Step 3: Additional Troubleshooting for Partner Support
Before escalating, Partners must complete internal checks:
Verify handset APN settings are correct.
Confirm SIM/eSIM is active and provisioned correctly.
Validate that data, voice, and roaming bars are not applied.
Confirm device supports Telstra Wholesale frequency bands.
If speed or signal performance varies, request two signal/speed screenshots 10 minutes apart, including location/time.
Check whether the location is known for limited indoor coverage.
Determine if the handset could be blocked (IMEI block) or restricted due to emergency-call compliance.
Step 4: Escalation to CommsChannel / Telstra Wholesale
Escalate the coverage case when:
SIM is active, provisioned, but still no/unstable service.
Issue occurs across multiple devices.
Issue appears location-specific and affects multiple users.
Indoor/outdoor discrepancy suggests potential network fault.
Customer experiences unexpectedly degraded performance in normal coverage zones.
Mandatory Escalation Details
Include the following in your escalation:
All customer details gathered in Step 2.
Screenshots (signal indicator, speed tests, error messages).
Full summary of all troubleshooting completed.
Confirm coverage map outcome and presence/absence of outages.
