Mobile coverage
Mobile phone services enable you to make calls and use the internet. When the service is unstable or doesn’t work, it can stop you from doing the things you rely on your phone for.
TIPS
How you can try and resolve this with your provider
Check the coverage map your provider showed you when you signed up.
Contact your provider as soon as possible and explain your coverage issue.
Write down where and when coverage problems happen. Is it in specific areas or everywhere?
Ask your provider what they’re doing to fix the issue and when it will improve.
GOOD PRACTICE
What we expect your provider to do
If you have reported a mobile coverage issue, your provider must:
Show you accurate maps
Your provider must show you up-to-date coverage maps, with known congestion and blackspot areas.
Maintain their network
Your provider must maintain their network and quickly fix any faults.
Keep you updated
Your provider must tell you about any planned or unplanned outages.
Offer a solution
If your coverage can’t be improved, your provider should consider releasing you from your contract with no cost or offer compensation.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what went wrong, what you were told and if your provider did enough to fix it.
If you’re getting what you paid for and what coverage you are getting
If your provider gave you accurate coverage information before you signed up
If you told your provider where and how you planned to use the service
Where you’re trying to use the service
If you have moved since you signed up
If the quality of your service has changed
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Release you from your contract
Release you from the contract with no cost.
Reduce your bill
Reduce, or waive charges.
Fix the network
Provide a timeframe for planned network improvements or maintenance.
How we've helped others
Read more about Dr Kumari did not get an explanation for her mobile outage- Faults
Dr Kumari did not get an explanation for her mobile outage
Doctor experienced a prolonged mobile outage with no clear explanation from the provider, affecting work, before a complaint revealed a network outage and resulted in a refund of service charges.
Read more about Mandy experienced two years of landline problems- Faults
Mandy experienced two years of landline problems
Customer experienced ongoing landline faults for two years despite repeated reports, but after a complaint the provider restored the service and offered a reliable backup option.
Read more about Richard’s family was at risk with no landline service- Faults
Richard’s family was at risk with no landline service
Richard, living in a rural, high fire risk area with no mobile coverage, relies on his landline for emergency calls. Despite having Priority Assistance, his landline has had issues for 10 years.
-
Read more about Dr Kumari did not get an explanation for her mobile outage
- Faults
Dr Kumari did not get an explanation for her mobile outage
Doctor experienced a prolonged mobile outage with no clear explanation from the provider, affecting work, before a complaint revealed a network outage and resulted in a refund of service charges.
-
Read more about Mandy experienced two years of landline problems
- Faults
Mandy experienced two years of landline problems
Customer experienced ongoing landline faults for two years despite repeated reports, but after a complaint the provider restored the service and offered a reliable backup option.
-
Read more about Richard’s family was at risk with no landline service
- Faults
Richard’s family was at risk with no landline service
Richard, living in a rural, high fire risk area with no mobile coverage, relies on his landline for emergency calls. Despite having Priority Assistance, his landline has had issues for 10 years.