Three.com.au

Try to...

• Try adjusting the volume of the handset.
• Ensure that the handset mute feature is not switched on
• If you are only experiencing this problem with a hands free device connected, your hands free device may be faulty

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

Try to...

• Make sure you are in a coverage zone. You can check this on your handset. Click here to view information regarding coverage
• Check that the number you have dialled is correct
• Turn your handset off and on and try again
• For Pre-Paid customers - make sure you have enough credit to make voice calls. Click here on how to top up your account
• Ensure your outgoing voice calls are not barred (if voice calls are barred, you will hear a message when you try and make a call)

If you are still experiencing an issue, call 3 Care on 13 33 20 for further assistance.

Try to...

• Make sure you are in a coverage zone. You can check this on your handset. Click here to view information regarding coverage
• Turn your handset off and on
• Check that you have not activated diversions for incoming calls.

If you are still experiencing an issue, call 3 Care on 13 33 20 for further assistance.

Try to...

• Check that you are in Broadband or Talk/Messaging Zone.
  Click here to view information regarding coverage
• Turn your handset off and on and try again
• Make sure you have entered your email address and Messaging Pin number in your email set-up
• Use the online set-up tool to configure your handset for your 3 email or your ISP email access. If you have an older handset that’s not on the list, check the manual instructions for help on setting up email for your mobile
• Check that you are entering the correct email address

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

Try to...

• Turn your handset off and on and try again
• Check the MMS Settings. Click here to view how to change your MMS settings
• Check that other person has compatible handset for MMS
• Check that you are sending to a valid number or email address

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

From time-to-time, calls will drop on a mobile network. This is due to the nature of delivering a telephone signal over a radio network. Calls may drop out while travelling, moving from Broadband Zone to Talk and Messaging Zone or due to local obstructions.

If you are experiencing a high volume of calls dropping out, check the following:

• Check that you have good coverage. Calls are more likely to drop out in low coverage areas.
• Check that you have the latest software on your mobile. Software updates are quite frequent and some can easily be done over the internet via a USB cord by logging onto the manufacturer of your mobile. These updates can help improve your mobiles performance.

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

Try to...

• Try turning the handset off and then back on.
• Check the handset memory. If a large amount of handset memory is being used, it might cause freezing. Freeing up some memory on your handset may make it more stable.
• Conduct a master reset or restore factory settings to your handset. Please note that when you conduct a master reset, you will lose all handset settings and memory (contacts, videos, images, messages, etc). We strongly suggest backing up data prior to conducting a reset
• Check that you have the latest software on your mobile. Software updates are quite frequent and some can easily be done over the internet via a USB cable by logging onto the manufacturer of your mobile. These can help improve your mobiles performance.

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

Try to...

• Ensure that the battery is fully charged (check your battery indicator to see current battery level). Make sure you are following the correct charging procedure as described in your manual
• If possible, try another battery with your handset. This will indicate whether it is the battery or the handset that is at fault
• When charging, ensure the handset shows that the charging is in progress (e.g. battery icon on screen/LED flashes). If your handset does not show that it is being charged, ensure you are following the correct charging procedure or try another charger
• Check that you have the latest software on your mobile. Software updates are quite frequent and some can easily be done over the internet via a USB Modem by logging onto the manufacturer of your mobile. These can help improve your mobiles performance.

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

Try to...

• Try turning the handset off and then back on.
• Check that your area has network coverage and that there are no coverage gaps.
• Try doing a manual network search – this is usually found in your mobile phone settings and under Network Connection or Mobile Networks.

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

Try to...

• Ensure the charging socket/port on your phone where you plug in the charger is clean and free from debris
• Try charging the phone using a different power point or a different charger
• Try charging with a different battery if available

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

Like a laptop, the more advanced your phone is the more battery it uses. To save battery, try turning off the following features if you do not use them:

• Bluetooth – Leaving Bluetooth connectivity on can drain your battery substantially
• Backlight - Leaving your backlight on for long periods of time drains your battery quite quickly. Some phones allow you to adjust the brightness as well as setting the duration of the backlight
• When charging your mobile for the first time, it is highly recommended that you use up all of the battery prior to charging. Once your battery is completely drained, charge the battery fully.
• Check to see if your battery has sustained any damage. Physical damage, corrosion or liquid damage will impede your battery’s performance.

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

• Try switching your mobile off and switch it back on.
• Check that your area has network coverage and that there are no coverage gaps.
• Have you changed any of the settings? Check our software downloads section or call 3 Care for more help

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

• Make sure that your Bluetooth is switched on in your handset’s menu
• Check your Bluetooth settings to ensure your handset is visible to other devices
• Check the device you are trying to connect to. (Some devicdes require a special pairing mode to be activated in order to connect any Bluetooth devices to it. Check the instruction manual of the device and follow the pairing process)
• Try your Bluetooth connection with another Bluetooth device

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

• Cracked screens are not covered under your handset warranty. There will be a fee charged to have the screen repaired. Visit your 3 Service Centre and they will be able to provide you with a quote

• Insert USIM - Check to see that your sim card is inserted correctly.
• Enter PUK code - Enter PUK code – You can obtain your PUK code from My3 Online. Please note that entering your PUK code incorrectly ten times will require you to obtain a new USIM.
• Test your handset with another USIM and check to see if it gives you the same error message.

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.

• Switch your mobile off and on, it may reset your connection with the 3G network.
• Check your area with the Coverage checker and see if you’re meant to be in Broadband zone or not.
• Try doing a manual network search – this is usually found in your mobile phone settings and under Network Connection or Mobile Networks.
• Try with a different USIM. If the problem still persists, contact 3 Care or visit a 3 Store.

If you are still experiencing your issue, call 3 Care on 13 33 20 for further assistance.