Troubleshooting

Troubleshooting your phone

From time to time, messages may appear on your phone asking you for an action. This is is how to solve them:


Message

Action 

PUK Your SIM card is blocked, probably as a result of entering your PIN incorrectly several times. You'll need to contact your network to resolve this issue.
PIN or PIN2 Enter the PIN that was supplied with the SIM card.
Service unavailable You may have lost phone reception if you're in an area of weak signal or poor reception. Try turning your phone off and on again.
Network error Some options within your phone will require additional bolt ons. You'll need to contact your network to see which additions you require.
You've entered a number, but it's not dialling
  • Ensure you've pressed dial key
  • Ensure you have network coverage
  • Ensure you haven't set call barring for that number
A caller can't hear you speaking
  • Ensure you're not covering the built-in microphone
  • Ensure the microphone is close to your mouth
  • If using a headset, ensure it's properly connected.
The battery isn't charging properly or sometimes the phone turns itself off
  • This can happen if the area battery terminals get dusty or dirty.
  • Wipe this area with a clean, soft cloth and try charging the battery again
  • If you've tried this and the battery still won't charge, you may need to buy a new one
Error messages appear when using the camera Your phone must have enough memory and battery power to be able to take pictures. If you receive an error message when attempting to use the camera, try:
  • Charging the battery or restarting your phone
  • Making some space in the memory by transferring files to a PC or deleting them from your phone.
Your phone is hot to the touch You've probably used several applications at once, this is normal, and shouldn't affect your phone's lifespan or performance.

Touchscreen tips

  • Remember to remove the protective cover from the screen. They can prevent the device from recognising inputs and are not recommended for touch screen devices.
  • Select an item by touching the centre of the icon with the tip of your finger.
  • Don't press too hard, it will work with a light, firm touch.
  • Try not to press more than one icon at once

For more troubleshooting tips...

Visit our troubleshooting page.