Tuesday , September 25 2018 Ausdroid » News » Carriers » Breaking: Telstra may have a fix for Nexus 6P connectivity issues

Nexus 5X and Nexus 6P

It was only a couple of days ago that issues started to appear with people using the new Nexus 6P on Telstra’s 4G network, and it looks as if there’s a fix on the way. At this stage, the fix seems to require customers calling up Telstra to have some settings changed (which we’ve detailed below), but we’re sharing this information with Telstra’s corporate affairs unit so they can investigate the possibility of a broader fix behind the scenes.

Courtesy of Whirlpool user Phant0m, here are the steps to follow if you’ve been experiencing connectivity issues on Telstra’s 4G network:

  • Call the Telstra mobile assurance team (Mobile Faults) (125 111)
  • Have them check some things in a system called “Modini”. In particular, they need to check and ensure the “HLR/HSS comparator” alignment issues are fixed (it tells them onscreen if there’s an issue)
  • Ensure they have VoLTE enabled this is another tab in Modini
  • Once its all aligned and in Green this should fix the issue

According to some early results on this thread from Whirlpool, the fix appears to work; once you get off the phone with Telstra Mobile Faults, reboot your phone and it should be resolved. As I say, we’ve raised this issue with Telstra corporate as well, and hopefully a wider fix will be available soon.

Please let us know if you had the issue and if this fix resolves it for you. Please also note that this is only applicable via phone to 125 111; store agents and others are unable to action this kind of fix.

Source: Whirlpool.

Chris Rowland   Director / Editor (Ex-Officio)

Chris has been at the forefront of smartphone reporting in Australia since smartphones were a thing, and has used mobile phones since they came with giant lead-acid batteries that were "transportable" and were carried in a shoulder bag.

Today, Chris publishes one of Australia's most popular technology websites, Ausdroid. His interests include mobile (of course), as well as connected technology and how it can make all our lives easier.

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Aaron
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Aaron

I had these issues with my nexus 6p on Telstra. I edited the apn settings to ipv4/ipv6 instead of ipv4 and have not had any issues for a day. I’ll continue to use it and see how it goes

Paul D Troy
Ausdroid Reader

I did that too. No difference

Aaron
Guest
Aaron

Out of curiosity, what other fixes have you attempted?

Paul D Troy
Ausdroid Reader

Changing apn, lte only,Toggling airplane mode, turning data on and off, rebooting, toggling 3g/4g , changed to ipv4/ipv6 etc

Pushka
Guest

It worked for me for about a day – at one point – signal disappeared completely and permanently… – no 3G, no 4G – only call/ sms signal – and airplane mode on/ off didn’t bring it back…

I tried calling telstra and getting the settings calibrated – but it didn’t fix the issue.

Gumbercules
Guest
Gumbercules

Yeah I’ve got a 6P – no luck. First Telstra support person helped with the HLR alignment but no difference – on my second call back Telstra just told me the phone isn’t supported as I bought it at Harvery Norman.

probate
Guest
probate

Any update on this? Just got my 6P yesterday and have already seen the issue.

Luke
Guest
Luke

I called Telstra last night and asked them to apply this fix for me. They definitely found an “alignment issue” but it doesn’t seem to have fixed the problem.

Chris
Guest

Hi all, we don’t have an official word from Telstra yet. I spoke to them earlier today, and they gave us some info on background which we can’t share just yet, but when we have their proper advice, we’ll share it. At this stage, though, I’ll say this — it doesn’t look like there’ll be a quick fix.

Björn
Ausdroid Reader

Any idea as to when that info can be shared?

Luke
Guest
Luke

Any ability to share information yet? Would love to know more. Should I be preparing to change from Telstra?

Tristan
Guest
Tristan

Any responses to your request for comment?

The fixes have not worked, still in the dark.

Sean Zemunik
Guest
Sean Zemunik

did not work! back on 3g

Daniel
Guest
Daniel

I am having major issues. Continually dropping out of service. Having to toggle aeroplane mode to turn it back on. Ridiculous. Any word on a fix yet guys? I have an old number and am on a business plan if that means anything.

Rene Carroll
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Rene Carroll

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Will Dutton
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Will Dutton

Unfortuantely Volte isnt available on business plans either so I’M STUFFED.

Called up and got them to check the alignment and now I have no 4g at all

Fred
Guest
Fred

So in other words it’s Telstra systems not being up to date / not being compatible with standards, again. Why is it always Telstra?

Reading between the lines, the way they have implemented VoLTE means if it’s capable of using it, it’s expected to be used, and if it isn’t it falls into a hole. So it looks like it’s Telstra’s belated implementation of VoLTE, and they need to either turn VoLTE on for everyone, or fix their system, or both.

TIO and compensation if they don’t sort it?

Adrian Mace
Guest

Mine has been working fine on Telstra, but I feel this would affect people in 4GX areas where VoLTE could be enabled more than anywhere else..

Jay T
Guest
Jay T

Mine has been working fine on Telstra, with no fix required.

I wonder if this only needs to be fixed on old numbers. Mine’s only been on Telstra for ~1.5 years

DarrenAustAE
Guest
DarrenAustAE

Didn’t work for me. They said it was all good, but I have read posts about this being related to volte which isn’t available on prepaid.

Dave Jacka
Ausdroid Reader

Same here. The girl I talked to was very rude too

Jjohnny
Guest
Jjohnny

Yep unfortunately prepaid users are stuffed 🙁

John Bousattout
Ausdroid Reader

That is great news for 6P users.
But, How the hell did they find that fix? lol!!

Visura
Guest
Visura

yeah haha that’s so obscure! cheers ausdroid team for the legitness. looks like im in for a nexus 6p from optus outright and back to my telstra prepaid

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