Help Center

If your iOS device has not activated automatically to the Tello network after activating the service in your online account, there are few checks & troubleshooting steps you need to take to manually activate it.

1. Power OFF your phone, remove the previous SIM if any and insert the Tello SIM.
Turn ON your phone, connect to a reliable Wi-Fi network & follow any on-screen prompts.

2. SIM Error check
If your SIM is not recognized or you see a message like "No SIM", "Invalid SIM" or anything similar please try to remove the SIM, wait 10 seconds and insert the SIM back.
Make sure you're using a reliable Wi-Fi connection, as this action should trigger a new activation process.
For more about SIM errors see "What do I do if I have a SIM card error message?"

3. SIM Lock check
To check if your SIM is locked go to Settings > General > About.
Under Network Provider Lock (or Carrier Lock) which is near the bottom of the scroll, you should see a message that says "No SIM restrictions."
If you don't see that message, please contact your previous carrier.
You can also read more about this here: https://support.apple.com/en-us/HT201328.

4. Network Profiles check
Check if your phone has the latest network profiles.
Firstly ensure your device is connected to Wi-Fi or to a cellular network.
Tap Settings > General > About > Follow the onscreen instructions to install your carrier update.
If an update is available, you'll see an option to update your carrier settings.
You can also read more about this here: https://support.apple.com/en-us/HT201270.

5. Software Update check
Check that your device has the latest iOS software version installed.
Tap Settings > General > Software Update.
Here are more details on this: https://support.apple.com/en-us/HT204204.

6. Network Technology check
Ensure that VoLTE is enabled
Tap Settings > General > Cellular (or Mobile) > Ensure the Cellular Data (or Mobile Data) switch is in the "on" position.
Tap Cellular Data (or Mobile Data) Options > Tap Voice & Data.
Ensure LTE is selected (has a checkmark). If not, tap.
Ensure the VoLTE slider is in the "on" position.
These instructions are for the newest iOS version (iOS 14). On older versions of iOS, the process to turn on VoLTE will be very similar.

7. APN check
Check that your APN settings installed correctly:
Tap Settings > Cellular > Cellular Data Options > Cellular Network (or Settings > Mobile Data > Mobile Data Options > Mobile Data Network):

• Internet APN "wholesale"
• MMS APN "service" with MMSC value "http://wholesale.mmsmvno.com/mms/wapenc"
• Hotspot APN "wholesale"

Now restart your device to allow the new settings to take effect.

8. Reset your Network Settings
Tap Settings > General > Reset > Reset Network Settings.
This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before so ensure you test the steps above first, before trying this step.

If the service is still not working properly after doing these checks and trying these steps then email us with the following information:

• the exact problem (calling, messaging, data etc)
• the IMEI of the device
• the phone number of the device
• the troubleshooting steps you have tried
• any error messages (if any) that appear on your phone
• the exact address where you are having issues.