TROUBLESHOOTING

I cannot make calls, what should I do?
I am unable to send SMS messages. Why?
I am trying to send an SMS message from my mobile but I keep receiving a "Message Failed" or "Message not sent this time" or "Check Operator Services" . What does this mean?
Why can’t I connect to my voicemail?
Why isn’t voicemail call return working?
My phone is displaying "Insert SIM", "SIM error" or "SIM card rejected". What does this mean?
Why can’t I see the number of the person who is calling me?
Why can’t the person I am calling see my number?
Why can’t the person I am sending to receive my MMS?
What if the person I am sending to doesn’t have an MMS compatible phone?
Why can’t I send/receive/download MMS messages?

I cannot make calls, what should I do?
If you are unable to make calls from your mobile please attempt the below troubleshooting steps.

• confirm you have sufficient credit. Dial 126036 for a credit balance.
• If you hear "you have call barring activated", please contact Customer Care.
• If you see the message "check operator services" and have a Nokia mobile with the number 2 in the top left hand corner, this means you are calling from line 2 instead of line 1. To rectify this, simply press and hold down the # (hash) key to alternate back to line 1.
• If you make a call and "dead air" or no tone is heard, try switching the phone off and on (reset) and try calling again.
• Confirm that you have sufficient signal strength on the screen of your phone. The signal strength is usually located opposite the battery symbol.
• If signal strength is low, simply turn the phone off then on.
• If still no signal, turn phone off, remove SIM card, clean with lint free cloth, blow into SIM card holder then replace.
• If still no signal, perform a manual Network Selection. This option is found in the Menu of your phone, usually under Phone Settings.
• If still no signal, test your SIM card in another phone. This will determine whether the fault lies with the SIM card or handset.

If you have any further queries please contact Customer Care to have this investigated further.

I am unable to send SMS messages. Why?
If you have a Revolution Prepay account but cannot send SMS messages it may be due to a SMS bar that has been placed on your phone due to insufficient credit.

If the credit balance of your Prepay account drops below 25 cents, a SMS bar is automatically placed. This will prevent you from sending SMS messages (SMS bar). You can check your account balance at anytime by dialing 126036 from your mobile phone.

I am trying to send an SMS message from my mobile but I keep receiving a "Message Failed" or "Message not sent this time" or "Check Operator Services" . What does this mean?
When you are receiving an error message on your mobile when attempting to send an SMS message, you may need to check the following;

• Do you have enough signal strength on your mobile phone? Can you make voice calls? Check the signal strength to ensure that Network coverage is available.
• Attempt a manual reset. Turn the phone off, take the SIM out and gently wipe with a clean, dry, non static cloth. Replace SIM, turn the phone back on and try again.
• Try sending a SMS with your SIM in another phone. If you are successful in sending a SMS, it may be an issue with your handset, if it does not work and the following suggestions do not work you may have a faulty SIM.
• Try sending a test SMS to your own number - was it successful or unsuccessful? This will test your sending and receiving capabilities in one go.
• Do you have the correct Message Centre Number programmed into your phone? Go through the Menu of your phone and select Message Settings. Confirm that the Message Centre Number is +61415011501.
• Is the message sending format set to Text or Standard? Confirm that the format is set to Text. This is also found in Message Settings for most handset types. Please refer to your phone manual.

Why can’t I connect to my voicemail?
If you are attempting to connect to your voicemail messages by dialling 121 from your mobile or 0414121121 from another phone but cannot get access, please check the following,

• Ensure that a voicemail box number has been activated on your account. Without a mail box number you will not be able to divert calls and store messages. You can submit your request via Customer Care.
• Have you recently received the new voicemail system? Please ensure you set-up the service first by dialling 121 from your mobile phone. Messages cannot be accessed without initial set-up.
• Have you changed your voicemail security code? Submit your request to re-set this code via Customer Care.
• Ensure that you have sufficient credit when accessing 121 from your mobile. Dial 126036 for an account balance.

Why isn’t voicemail call return working?
Voicemail call return works by capturing the number of the person who called you and storing it for you to return the call. Sometimes the voicemail box is unable to capture the caller’s number for one or more of the following reasons:

• The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. See "What is Calling Line Identification?"
• The call was an international call.
• The call was from a payphone.
• The number was overridden by a number entered by the caller.
• Some numbers, including 13, 1300, 1900 and emergency services numbers, will not be accepted as call return numbers.

My phone is displaying "Insert SIM", "SIM error" or "SIM card rejected". What does this mean?
If the screen of your phone is displaying the error messages "Insert SIM", "SIM error" or "SIM card rejected", please check the following;

• Ensure the SIM card is inserted properly and the right way round.
• Wipe the SIM card with a non abrasive material and re-insert.
• Try another battery as this can cure some instances of 'Insert SIM'.
• Try another SIM card to see if the problem lies with your SIM card.
• Try your SIM in another handset to see if the problem lies with your handset.
• If the incorrect PIN has been entered 3 times, you are then given 10 attempts to enter your PUK (Personal Unblocking Key). If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.

For further assistance, please contact Customer Care

Why can’t I see the number of the person who is calling me?
You may not be able to see the number of the person who is calling you for a number of reasons:

The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. See "What is Calling Line Identification?"

The call was an international call.

The call was from a payphone.

The number was overridden by a number entered by the caller.

Why can’t the person I am calling see my number?
Ensure you have the CLI facility active. See How do I activate/de-activate CLI on my mobile phone? If the CLI facility is inactive your mobile number will not be displayed when making calls.

The person you are calling will not be able to see your number if you are calling internationally.

Why can’t the person I am sending to receive my MMS?
Check that the person you are sending to has a phone and mobile network which is compatible with MMS. You must also ensure that the message you are sending does not exceed the size limit of 100kb.

What if the person I am sending to doesn’t have an MMS compatible phone?
If the person you are sending to doesn’t have an MMS compatible phone, they will receive an SMS with instructions as to how to view the MMS on the internet.

Why can’t I send/receive/download MMS messages?
Check that your mobile phone is GPRS compatible. Is your phone configured to use GPRS? If not, contact Customer Care and we will send you the configuration settings via SMS.

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