Troubleshooting Tips from Tello for iOS users
You asked, and we answered. Yup, that’s right! We’ve just put together a list of troubleshooting tips for iOS users for those times when things don’t go as planned. Fear not! There’s no unsolvable situation. So, make sure to check this out if you encounter any troubles.
So, let’s see, what could go wrong?
#1: You just switched to Tello and the service is not working
If you’re seeing one of these things on your iPhone: “No Coverage/ No Network Connection/ No bars or No Service”, here’s what you have to do in order to solve this.
Firstly, make sure your software is up to date. The software update will synchronize everything in your device and so the iPhone will be up to date with the service.
If your device is not connecting to the service, you will need to follow the next steps:
- Go to Settings
- Then General
- Tap Transfer & Reset iPhone
- Reset Network Settings, and then Reset.
This action will allow your device to disconnect from the previous service, towers, or network and will automatically connect to the Tello network as soon as the device will be restarted.
#2: You just made the BIG switch from an Android to an iPhone
Apparently, you are still receiving the text messages on your Android device, after turning on your brand-new iPhone.
So, what’s happened here is an RCS Messaging issue. Your phone number is still assigned on the RCS messaging. In order to solve this, the fastest and easiest way is to go to https://messages.google.com/disable-chat and follow the instructions to disable your RCS on your Android device. Also, we’ve covered this topic in our troubleshooting tips for Android article. Afterwards, in a matter of minutes, your message will be received on your brand-new iPhone.
#3 You’ve just upgraded your iPhone and gave your old one to someone else
As your old iPhone is now in the hands of someone else, you both notice that something strange is happening. You are both getting the same messages, on both of the devices: your brand new one and the old one.
Most probably, your friend doesn’t have an Apple ID (iTunes account). Therefore, whatever is in your phone, will be on his phone (your previous phone) as well. This is why Tello recommends you to transfer all your data to the new phone and then factory reset the previous one.
One more thing to mention: your friend needs to create a new Apple ID.
#4: Your eSIM fails to activate the first time
Apparently, we have a few stubborn eSIMs around here with strong personalities. And they seem to create a few hiccups for some iOS users, but our team has put together a few solutions for this:
- Please make sure you have the latest iOS version. Otherwise, it will not activate
- Make sure you’re connected to a strong and reliable WiFi network
- Try to reset the network settings: Settings – General – Transfer&Reset iPhone – Reset Network Settings – Reset
- Delete the previous eSIM profile – Settings – Cellular – eSIM – Delete eSIM
- Generate a new eSIM from the online account by following these steps:
- Login to Tello
- Go to “My SIM”
- Click on Get eSIM
- Enter the IME
- Enter the Security PIN
- Now scan the QR code and enjoy the service.
Oh, and if you don’t remember the Security PIN, no worries! You will find it really quick in your email inbox, in the email with the subject line “Welcome to Tello”. Alternatively, if you remember you changed it on the way, then, you can easily reset it from your online account under “My Information”.
If you’re abroad, please make sure that your E911 Address is set up first. Here’s how to do this:
- Log in to Tello
- Go to “My Settings”
- Under WiFi calling, go to E911 Address
- Click on edit
- Enter your address
- Restart your phone
We hope we covered it all and that you will always have the smoothest transition to Tello!
If something comes along the way, don’t forget that we have an awesome 24/7 Customer Support team, always ready to help you. You can contact us via chat, phone, or social media whenever you need to.
There are also many resources that you can check anytime on our Help Center and on our blog. Also, we have a super cool community on Reddit, if you want to join the conversation and discuss anything tech-related with them.