Mobile Phone Problems

Mobile Phone Problems

1. Display/Screen Issues

   • Remove Battery (Check LDI)
     • If red, been exposed to water damage
     • Else, reinsert battery (reboot)
   • Verify screen is clear of foreign material
   • Remove Screen Protector/case
   • Verify Sufficient storage space available

2. Battery/Power/Charging Issues

   • Remove Battery (Check LDI)
     • If red, been exposed to water damage
   • Verify using Family Mobile/Contact manufacturer
   • Ensure phone is fully charged (4 or more hours)
   • Use alternative charger
     • If defective, purchase new battery

3. Can't receive web downloads

   • If download not free, confirm extras pack is on and funded
   • Ensure data on if on unlimited plan
   • Network incompatibility
   • Validate internet connectivity
   • Verify at least 2 bars signal
   • Restart phone
   • Contact Customer Service

4. Camera Issues

   • If using third party app search app troubleshooting
   • Case covering lens
   • Ensure Camera is 5Mega Pixels (4 isn't good)
   • Check for dirt and scratches, clean with soft lintless fabric
   • Restart phone and test issue
   • Contact Customer Service

5. Device is really hot

   • Normal for several things
   • Remove case and test temperature
   • If device is freezing and crashing go to Phone freezing/crashing
   • Remove battery,
     • Check for damage
     • Make sure it's from said supplier not third party
   • If issue still consists, use alternate battery
     • Close apps not using
     • Turn off network connection not using
     • Close browser tabs not using

6. Can't access files on memory card

   • Make sure memory compatible with device(check user manual
   • Restart phone, pause inbetween
     • Try again
   • Test memory card on another device
   • Reformat Card

7. Voicemail Troubleshooting

   • Verify you have a signal
   • Travelling internationally?
     • Ensure dialling correctly
     • Ensure you have Extras pack to cover roaming costs
     • Contact Customer Service
     • If prompted for password
       • Dial #PWO# to turn off voicemail password
         • Attempt to call voicemail
           • If it works, dial #PWO# to turn password back on

8. Cannot Make or receive calls

   • Signal not strong enough
   • Dialled invalid number
   • Device need to be rebooted
   • Check minute restrictions
   • Check family controls
   • Call different phone number
     • If works, there's issue with the number you were dialing
   • Customer Services

9. Phone freezing/ crashing

   • Verify you have available memory
   • Free up memory
   • Ensure not using multiple apps simultaneously
   • Turn phone on and off/ reboot if frozen
     • Test functions that were previously freezing/crashing
   • Contact Customer services

10. Slow web or data

    • Signal strength; check it has min. 2 bars
    • Free memory
    • Phone Capability (verify 3G capable)
    • Make sure location has 3G coverage