| Troubleshooting steps
Step 1: Is my mobile card activated?
Confirm the customer’s SIM card number Is the activation date correct? Consult the customer’s specific location Check the network signal to avoid the customer’s phone displaying SOS or no signal status Choose one of the following methods:
Package test: If you can query the package, it proves that the card has been activated successfully.
Dialing test: Call your friend. If you can communicate, then activation is successful.
SMS test: Send a text message to your friend. If they can receive it, then activation is successful.
Usually, there are operator SMS notifications for both unactivated and activated mobile cards.
Internet access test: If you can access the web, then activation is successful.
If customers report that they cannot make calls or send text messages, it is not related to activation but rather an issue encountered during use.
Operator official website query:
Visit the operator’s official website activation page and enter the SIM card number of your mobile card to check.
Optus official website: https://www.optus.com.au/activate
Vodafone official website: https://activation.services.vodafone.com.au/#/activation
Telstra official website: https://www.telstra.com.au/mobile-phones/activate
Boost official website: https://prepaid.activate.boost.com.au
If you can click continue after entering SIM Number, it means that this card has not been activated yet.
If you cannot click continue, there will be information indicating that this card has already been activated or has expired.
Step 2: My New SIM card cannot access the internet?
After completing Step 1 check, if customers still cannot access the Internet, it is most likely related to their mobile phone settings.
For iPhone:
Click Settings, click General, scroll down to check VPN and device management settings for SIM cards to see if there are VPN configuration files (VPN Profile). 99% of the reason is that VPN files cause users to be unable to access the Internet.
Operation method: 1) Delete VPN configuration file; 2) Click Settings, click General, click Reset iPhone, select Reset Network Settings for user’s iPhone. After completing these steps, the customer’s phone will restart. If they still cannot access the Internet after restarting, check whether their APN settings are correct.
If customers’ phones have been upgraded to the latest version, in 99% of cases APN configuration files will be automatically issued by the operator system without requiring manual input.
For Android phones:
Operation method: In most cases, customers’ phones have not been upgraded to the latest version, causing incorrect APN parameters issued by operator systems. Manually let customers configure APN parameters and save them. Turn on and off airplane mode to access the Internet normally.
Check customer’s phone message content to see if they have received SMS notifications from operators.
After completing these operations, if customers still cannot access the Internet or make calls normally, submit a fault handling form by visiting https://help.slowboat.com.au.
| 排查步骤
步骤1：我的手机卡是否激活？
- 确认客户的手机卡号
- 激活日期是否无误
- 咨询客户具体位置在哪里
- 检查网络信号，避免客户手机显示SOS或者无信号状况发生
下面任意选择一种方法：
查询套餐测试：如果能够查询到套餐，证明此卡已经激活成功。
拨打电话测试：打电话给你的朋友，如果能通话，那么激活成功。
短信测试：发送短信给你的朋友，如果对方能收到，那么激活成功。看客户收到的短信通知，通常情况下，手机卡未激活和已经激活都有运营商短信通知。
上网测试：如果能上网访问网页，那么激活成功，客户报无法拨打电话和发送短信故障与激活无关，是客户使用中碰到问题。
运营商官网查询：访问运营商官网的激活页面，输入手机卡的SIM卡号，查询。
Optus官网查询页面：https://www.optus.com.au/activate
Vodafone官网查询页面：https://activation.services.vodafone.com.au/#/activation
Telstra官网查询页面： https://www.telstra.com.au/mobile-phones/activate
Boost官网查询页面：https://prepaid.activate.boost.com.au/
输入SIM Number后可以下一步的代表此卡还未激活，如果不能点击下一步，那么会有信息提示此卡已经激活或者此卡已经过期。
步骤2：我的手机卡无法上网？
步骤1检查完毕后，客户依旧无法上网，大概率与客户手机设置有关系。
苹果手机：
点击设置，点击通用，拉到最下面检查SIM卡的VPN和设备管理设置，查看是否有VPN配置文件（VPN Profile），99%的原因是因为有VPN文件导致用户无法上网。
操作方法：1）删除VPN配置文件；2）点击设置，点击通用，点击重置手机，选择重置用户手机网络设置。
上面一步操作后，客户手机会重启，重启后还无法上网，检查客户手机的APN设置是否正确。
如果客户手机升级到最新的版本，99%的情况下APN配置文件会自动下发，不需要用户手动输入。
安卓手机：
操作方法：大部分情况是客户手机未升级到最新版本，导致运营商系统下发APN参数不正确，手动让客户配置APN参数保存，飞行模式开启关闭即可正常上网。
检查客户手机短信内容，是否收到运营商发来的短信提示。
上述操作结束后，客户依旧无法正常上网和拨打电话，那么提交故障处理表单，访问： https://help.slowboat.com.au