Troubleshoot Mobile Call issues

• Can't make or receive calls
• Can’t make International calls
• Can’t make premiums calls

Can't make or receive calls

1. iiNet Mobile operates on the Vodafone network. Check for any network maintenance or upgrade in your area on the Vodafone website.
2. Make sure you are inside the network coverage area.
3. Certain locations may prevent a mobile signal, such as basements, underground tunnels, or large shopping centres. Attempt to make a call while outside and/or above ground level.
4. Ensure your mobile phone has power. Depleted batteries may require charging.
5. Make sure that Flight Mode or Airplane Mode is turned off:
    
   - On Android phones, use two fingers to swipe down from the top of the screen and then tap the Flight Mode icon to turn it on or off.
   
   
   - On iPhones, swipe down from the top right of the screen and then tap the Airplane Mode icon to turn it on or off.
   

6. Make sure that Do Not Disturb mode is turned off:
    
   - On Android phones, please follow this guide from Google Support.

   - On iPhones, please follow this guide from Apple Support.

7. Does your phone show "Line 2"? Hold the # key on your phone until a message like “Change Phone Line” comes up on the screen, and then hit OK.
   
   If this doesn't work, check the manufacturer's website for a guide on how to turn off Line 2.
   
   Line 2 is a feature like Call Waiting that is used by some international networks, but it doesn't work in Australia and it will stop you from making calls.
8. If you suspect your phone is faulty due to age and/or wear and tear, we recommend getting another phone for troubleshooting.
9. If your phone displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
10. Log into Toolbox and make sure that Call Barring is turned off by following this guide.
11. Attempt to make a call.
12. Power cycle your mobile phone by turning it off for two minutes and then turning it on again.
13. Wait for your phone to reboot, and then check your signal strength.
14. Attempt to make a call.
15. If you still can’t make calls, please use an alternate phone service to call us on 13 22 58 for further assistance. If you don’t have access to a working phone service, please contact us on Live Chat.

Can’t make International calls

If you can make local or Standard National calls but can’t call International numbers, try these steps:

1. Log into Toolbox and make sure that Call Barring for Bar All Outgoing International Calls is turned off by following this guide.
2. Make sure that the number is dialled correctly:
   
   - The dialling code should replace the first zero in a mobile number. For example, a London mobile number "07937123123" should be "+447937123123".
   - If the first digit of the mobile number is not a zero, then just put the dialling code before the entire mobile number.
3. Confirm that the number you’re calling isn’t for a High Risk Calling Destination. If you need to call these destinations, please call us on 13 22 58.
4. Some iiNet Mobile plans have a monthly quota for International Minutes, or only include International calls for select destinations.
   
   - You can check your International Minutes in Toolbox by selecting Mobile Usage.
    
   - If you’ve used all your International Minutes or you’re trying to call a destination that isn’t included on your iiNet Mobile plan, you can Top up your Prepaid Balance to make the call. The applicable call rates can be found on the iiNet website.

Can’t make premiums calls

Calls to premium rate numbers (e.g. beginning with 19, 1900, 1901 or 1902) are not available on iiNet Mobile. There is no way to enable these calls.