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I can't call, text or use data?
It’s a huge pain when your phone isn't cooperating! If your plan is active but you’re having trouble connecting, let’s try these steps in order to get you back up and running.
1. Start with a Restart
First, try the "magic fix": Restart your phone. This forces your device to reconnect to the Tello network, which usually clears up most glitches.
2. Check your SIM or eSIM
This is a key step! First, turn off your Wi-Fi so we can test the Tello mobile signal directly.
5. Reset Network Settings
If you’re still stuck, try a Network Reset.
Heads up: This will erase your saved Wi-Fi passwords, so make sure you know them before you do this!
🌍 Traveling Abroad?
If you are outside the USA, the steps are a bit different. Check out our International Roaming Troubleshooting page for help.
⚠️ Still not working?
If you've tried everything above and you’re still offline, our support team is ready to help! Please email us with these details:
1. Start with a Restart
First, try the "magic fix": Restart your phone. This forces your device to reconnect to the Tello network, which usually clears up most glitches.
2. Check your SIM or eSIM
- Physical SIM: Turn your phone off, take the card out, give it a quick wipe with a dry cloth, and put it back in. For more help, go to: Check SIM installation
- eSIM: Make sure it’s "On" in your settings. For more help, check our eSIM activation guide.
This is a key step! First, turn off your Wi-Fi so we can test the Tello mobile signal directly.
- On Android:
- Go to Settings ≫ Connections (or Network & Internet).
- Tap Mobile Network ≫ Network Mode (or Preferred network type).
- Make sure 5G is selected.
Pro Tip: If it’s still not working on 5G, try selecting LTE instead and test the service. - Also, make sure VoLTE is toggled On.
- On iOS (iPhone):
- Go to Settings > Cellular.
- Tap Cellular Data Options (or select your Tello SIM).
- Tap Voice & Data.
- Choose 5G.
Pro Tip: If it’s still not working on 5G, try selecting LTE instead and test the service. - Also, make sure VoLTE is toggled On.
- Software: Check your phone settings to see if there is a system update waiting.
- Interfering Apps: Sometimes apps like Google Voice, third-party launchers, or "call blockers" can mess with your service. If the trouble started right after downloading a new app, try deleting it to see if that helps.
5. Reset Network Settings
If you’re still stuck, try a Network Reset.
Heads up: This will erase your saved Wi-Fi passwords, so make sure you know them before you do this!
- Android: Settings ≫ System ≫ Reset options ≫ Reset Wi-Fi, mobile & Bluetooth.
- iOS: Settings ≫ General ≫ Transfer or Reset iPhone ≫ Reset ≫ Reset Network Settings.
🌍 Traveling Abroad?
If you are outside the USA, the steps are a bit different. Check out our International Roaming Troubleshooting page for help.
⚠️ Still not working?
If you've tried everything above and you’re still offline, our support team is ready to help! Please email us with these details:
- What’s happening: (e.g., "I can text, but I can't make calls.")
- Phone Info: Your Tello number and the device IMEI.
- Your Location: Your exact address (Street Name and Number, City, State, ZIP) so we can check the towers in your area.
- Error Messages: Any error messages displayed on your phone (if any)
- The steps you already tried: (Just let us know you followed this guide!)
