Help Center

The most important step to take when you encounter any calling, messaging or data issue (and you are sure your subscription and balances are in good standing) is to restart your device whether Android or iOS.

From time to time, phones may lose connection with their network.

Restarting forces the phone to reconnect, which helps with network and connectivity problems & restores the service.
If restarting the phone does not resolve the issue then try these basic troubleshooting steps 1 by 1 in the order listed.

1. Turn off your phone, Remove the SIM, softly clean it and reinstall it. Then power on your device and test the service again.
   * If you have activated an eSIM, check the eSIM is correctly installed and reboot the device.
   
   To make sure the SIM Card is installed correctly please check our related blog here.
   To solve issues with the activation of your eSIM click here.
2. Turn off Wi-Fi & enable mobile data to ensure you're using the Tello network.
3. Go to the phone settings and verify that 4G/LTE or LTE is selected for the Network Mode and that VoLTE is ON.
4. Check under the phone settings that the latest software updates have been installed.
5. Uninstall downloaded apps such as calling apps; all blocking, launcher, and homescreen apps; and apps you downloaded around the time the problem started.
   Tello can't support calls on other services such as Google Voice.
6. Perform a network reset which will erase any Wifi passwords your phone has stored:
   • For Android:
     Go to Settings > System > Advanced. Tap Reset options. Tap Reset Wi-Fi, mobile & Bluetooth or tap on Reset Network Settings.
   • Tap Reset Settings to confirm. *Note: If prompted, enter the current PIN, password, or pattern.
   
   
   • For iOS:
     Go to Settings> General> Transfer or Reset> Reset > Reset Network Settings.

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

• A description of the exact problem (incoming calls, outgoing calls, 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. Please use this format: "Street Number and Name, City, State, ZIP code". This is because we need to check the coverage on your location.