Question 1

I can't call, text or use data?

Accepted Answer

The most important 1st 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.

Remove, clean and reinstall the Tello SIM.
Turn off Wi-Fi & enable mobile data to ensure you're using the Tello network.
Restart the device and test.
Go to the phone settings and ensure that 4G/LTE or LTE is selected and that VoLTE is ON.
Check under the phone settings that the latest software updates gave been installed.
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.
Perform a network reset which will erase any Wi-Fi passwords your phone has stored:
- Go to Settings > System > Advanced.
- Tap Reset options.
- Tap Reset Wi-Fi, mobile & Bluetooth or tap on Reset Network Settings.

Note:
If prompted, enter the current PIN, password, or pattern. Tap Reset Settings to confirm.

If the service is still not working properly after 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.

Question 2

What do I do if I have a SIM card error message?

Accepted Answer

If your phone displays a SIM Card error message, do a couple of quick checks.
Firstly, ensure that you have inserted the Tello SIM into a compatible device - use our device checker to confirm this.
Secondly, ensure that your phone is unlocked. Contact the previous phone carrier (or phone seller) to confirm this.

Once you have confirmed the above, follow these steps:

Turn your phone off.
Remove the SIM Card.
Make sure the SIM Card isn’t damaged or you’ll need a replacement.
Insert the SIM Card back into your phone.
Turn your phone back on, follow any on-screen steps provided and your phone should start to automatically activate the Tello service.

Here’s a quick list of some of the most common SIM Card errors you may run into:

"sim not supported"
"network lock,"
"network unlock pin,"
"unsupported sim"
"SIM Lock"
"SIM Invalid"
"Network Lock"
"SIM Not Supported"

If you receive any of these error messages, your previous carrier may have enabled a lock or restriction to your phone and you will have to reach out to them to remove this lock.

Question 3

Why can't I send texts on my iPhone?

Accepted Answer

One of the major reasons for the iPhone text message "failed to send" problem is a glitch in its network settings.
To fix it quickly, you can just reset the network settings on the device.
Go to Settings > General > Reset > Reset Network Settings and confirm your choice.

Question 4

What do I do if I receive the Voicemail invalid message?

Accepted Answer

First, make sure your Voicemail is properly set up:

Press and hold the 1 key or dial 123 on your device.
You will be directed to your voice mailbox and you'll have to initialize your mailbox.
By default, your voicemail PN will be the last 4 digits of your phone number.
Record your greeting and name. Your voicemail should now be ready to use.

Once your Voicemail is set up, to access your Voicemail setting menu, press and hold the 1 key or dial 123 on your device dial pad.

Question 5

Why does my Visual Voicemail not work?

Accepted Answer

To use Visual Voicemail, you need to configure your device’s Voicemail application if it has one, or you can download a third-party Visual Voicemail app.

First, make sure that your Voicemail is configured:

Press and hold the 1 key or dial 123 on your device.
You will be directed to your voice mailbox and you'll have to initialize your mailbox for the first time.
By default, your voicemail PN will be the last 4 digits of your phone number.
Record your greeting and name. Your voicemail should now be ready to use.

Then, according to your device, follow the instructions below.
For Android devices:
Once your voicemail is configured, open the Visual Voicemail application you will use and follow the configuration instructions of the application.

For iOS devices:
You need to open the phone application in your IOS device, tap on voicemail and click on the option called Set Up Now. You can find instructions here https://support.apple.com/en-us/HT201436

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