Troubleshooting Guide

• Make sure your SIM card is correctly inserted and your phone supports 1800 MHz + 900 MHz bands or selected for all bands.



• Check if you are within Mobitel's coverage area.



• If you are given a Dual SIM, make sure you have selected "Mobitel 01" on the SIM menu unless you have subscribed for the Twin Line feature.
  Mobitel -> My Numbers-> Mobitel 01



• Contact Customer Services to check whether your line has been disconnected.

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• Check If you have activated the CLI hide facility on your handset



• Check if you have selected outgoing “Line 2” from the handset



• Switch off the phone and switch it on again.



• Try the SIM card on another handset.



• Should you still have a problem, please contact Customer Care.

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• Your line may be barred due to your credit limit being exceeded or overdue payments



• You have barred your outgoing using the handset’s call baring option:
  Use the ’Cancel call barring’ option and unbar the feature. If you don’t remember the password, please contact Customer Care



• You have subscribed for SMS roaming and activated the feature. In this case your voice services get barred until you deactivate SMS roaming:
  Type DCT1 and send to 9911 to deactivate SMS roaming.

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• To recharge your Pre Paid account
  Dial 171 and follow the voice prompts. Then enter the pin number (printed at the back of your recharge card) and press # key.



• Make sure you have activated DTMF option from the handset. (Most of the handsets are DTMF activated by default and on some models you can manually activate or deactivate DTMF (also called TONE SEND)



• Make sure the signals are clear enough so that the system can identify which buttons you press.



• Your line may be temporary barred from IVR services when you try to enter wrong pin codes frequently or try to enter previously entered pin numbers. This will be automatically corrected after about 30 minutes



• Your line may be barred due to your account being inactive for some time. Please contact Customer Care for reconnection.

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• If you have subscribed for the Missed Call Alert feature :
  There should be a conditional call diversion activated when the phone is unreachable or switched off to number +94710111000 for Missed Call Alert to work properly. So make sure you have diverted to the correct number and that your incoming service is not barred due to any reason.

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• If you have subscribed for GPRS / MMS :
  Make sure your phone is GPRS compatible and the correct GPRS / MMS settings are entered to your phone model and the settings are activated.


• Make sure your line is not barred due to any reason and you have enough credit left if you are using a Pre Paid connection.

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• Make sure you have subscribed for SMS Feature on your service. (If it’s Pre Paid, the feature is pre-activated.



• Your line is not barred due to any reason unless you are using SMS roaming and you have sufficient credit on your pre–paid account.



• Also make sure the following settings are in order.
• SMS service centre number: +947100003
• Message type: TEXT
• Use GPRS: NO
• Reply via same centre number: NO

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• You have activated a PIN code request "ON" from the handset’s security settings:



• Enter the correct PIN code.
  If you fail to enter the correct PIN number 3 times, it will ask for a PUK code.



• Now you have blocked your PIN. But it is still possible to recover the same SIM if you contact Customer Care.



• You will be allowed 10 attempts for the PUK code, however we recommend that you contact Customer Care.

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• Some handsets sold by Mobitel are network blocked so that only Mobitel SIM cards can be used. If you try to enter another SIM card, the phone may get blocked! To unlock please visit Mobitel. Service charges apply.

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• When you type the number enter the "+" sign and not " 00" in front
  Ex : +61712755777



• Check your message settings and ensure that the message center number is +947100003



• Check whether outgoing service has been suspended by calling our 24 Customer Care hotline on 0712755777.

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• All you have to do is to make a request to include the detailed bill on your monthly statement.



• Additional charges may apply according to your package.

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• Please contact Customer Care on 0712-755777.

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