Help with mobile phone problems

If you’re having connection issues with your mobile device, these can usually be identified and resolved quickly. The following simple steps will help you sort out the mobile network problem yourself – from basic device settings to checking network coverage. And if you do need further assistance, we’re here to help! 

Check basic connection settings: 

• Enable mobile data and check that you have a signal 

• Briefly switch flight mode on and off (this resets the radio connection) 

• Turn off ‘Do Not Disturb’ mode if it is enabled 

• Enable roaming when travelling abroad 

Software and Systems 

• Install the latest software updates 

• Restart your smartphone (this often resolves connection issues) 

• Reset network settings (Warning! This will delete all Wi-Fi and Bluetooth connections) 

Test the SIM card 

1. Remove the SIM card and reinsert it correctly 

2. Test the SIM card in another device 

3. If your SIM card is faulty: Request a replacement card via the Business Service Portal (BSP) order 

Check network coverage and alternative connections 

Location and reception: 

• Change location and test the reception again 

• Network coverage via interactive map Check 

How to use Wi-Fi Calling: 

• Wi-Fi Calling- Enable the feature in your smartphone settings 

• Enables phone calls via Wi-Fi connections when mobile signal is weak 

Other possible causes: 

Account status 
Is there an outstanding invoice? You can check this in the Magenta Business Service Portal (MBSP) .. 

Persistent faults:
If the "No network" message remains on the screen, please contact our service team for a professional fault diagnosis. Get in touch now! 

If your connection keeps dropping when you're out and about or at the office, it's not always the network's fault. Often, simple steps taken directly on your smartphone can help. Check the following points – this will help you quickly narrow down the cause and often fix it straight away.

Check your smartphone:

• Restart: Switch the device off and on again – this may resolve connection issues.
• Select network type: Manually switch to 2G, 4G or 5G in the settings – this may result in a more stable connection.
• Flight mode: Activate and deactivate briefly to re-establish the connection.
• Close background apps: Too many active apps can affect performance and connectivity.
• Test the SIM card: Insert it into another device. If the problem does not occur there, it is probably due to the original device. Check for a firmware update or reset the device. For company devices, please contact your service team.
• Reset network: Reset network settings. Note: Wi-Fi and Bluetooth connections will be deleted.

Check network coverage:

• Location check: Use the interactive map to check network coverage at your current location.
• Connection interruptions while on the move: This can occur when switching between mobile phone masts – this is due to technical reasons.

If web pages load slowly or downloads take a long time, there could be several reasons for this. With just a few steps, you can check whether it is due to your tariff, device settings or network – and improve your connection quickly and easily.

Check tariff: Have
you used up your data allowance? Deactivate Wi-Fi and check your current usage. Check your data allowance now!

Smartphone settings:

• Switch network mode: Switch between 4G and 5G – this can improve speed.
• Clear cache and cookies: Remove temporary data to free up space on your device.
• Install updates: Update your smartphone to the latest software version.

Check network:

• Network overload: High usage may result in a slow connection – please try again later.
• Network coverage: Check reception at your location with our interactive map.