Help and troubleshooting

As a backup during an emergency, mobile phones are designed to connect to any available network, allowing you to connect to Emergency services numbers '000' and '112'.

The ability to connect to emergency services, is critical, and by law devices that cannot connect to emergency service numbers (via all mobile carriers) must be blocked. If your device has been identified as non-compliant we will notify you 28 to 35 days before blocking your device.

We have identified that some older Samsung devices do not meet these requirements, these are:

1. Devices that are compatible, but require a software update - these devices will connect to emergency services, but require an immediate software update. 

2. Devices that are incompatible, requiring immediate replacement - non-compliant devices that will not connect to emergency services, these must be replaced.

    

Device Tables:

Table 1: These devices are currently compliant, but require a software update*:

*See instructions on updating your mobile software below.

To update your devices software on your device, follow these steps:

1. Go to Settings.
2. Tap Software update.
3. Tap Download and install. If an update is available you will be prompted to Install now.
4. Repeat the above steps as required until your device displays 'Your software is up to date' and your Android operating system is version 13 or higher.

Notes:

• Please ensure you have a full battery when preforming any updates.
• Some devices may show 'System updates' instead of 'Software update.'.
• You may need to install multiple updates, depending on your software version.

If you need help updating your device or are unsure if your device is affected, please contact us here for assistance.

Table 2: The devices below are non-compliant, and do not connect to Emergency Services numbers using backup networks.

Related

Access to 000 emergency calls

What devices can I use with my Dodo mobile plan?

Your mobile device may not be working due to any of the below:

Service suspension

• Your service may have been suspended for one of several reasons. If your payments are up to date your service should be working without any issue. Log into MyDodo to check your balance or pay a bill.

Handset or SIM issue

• If your payments are up to date and you are still unable to use your service, try our mobile troubleshooting steps found here.

Device not compatible with Triple Zero (000) calls

• By law Dodo is required to block mobile phones that cannot call Triple Zero (000) from accessing the mobile network from 28 October 2024, as per the Telecommunications (Emergency Call Service) Amendment Determination 2024 (No. 1) of 23 October 2024.
• Click here to determine if your handset is compatible.

If you require further assistance, please contact us via online chat here.

Basic troubleshooting

If your handset is not working please try following steps:

• Turn the phone off
• Remove battery and SIM card from the handset
• Put the battery and SIM back in the handset and turn your phone on again
• If still not working, try your SIM in another handset. This will help you determine if the problem is your SIM card or your handset
• If the SIM is working in an another handset - that means there is an issue with your handset or potentially your handset is locked to a different provider
• If the SIM card is not working in another handset - that means it is most likely issue with your SIM

If it is an issue with your SIM card, please raise a support request via MyDodo.

If you suspect an issue with the handset, we suggest you contact the manufacturer.

Mobile Data

If you are having issues getting online, check the following.

• Have you activated your SIM card? You can activate your SIM card here.
• Are your monthly payments up to date? Login to MyDodo to check your account balance.
• Does your plan include a monthly data allowance? You can login to MyDodo to view your data allowance and remaining balance.

If mobile data is still not working, please check that you have the correct mobile data settings as shown below.

GPRS Settings:
 

If your settings are correct and the sim card is active but mobile data is not working, contact us via online chat for further assistance.

MMS

If you are having issues, you can check that you have the correct MMS settings as shown below.

MMS Settings: 

Still having issues? Contact us for further assistance.

Use your mobile data on other devices

Also known as tethering, Mobile Hotspot allows the sharing of an internet connection from one device to another via Wi-Fi.

For information on how to enable this, please refer to your device manual.

Help with your new mobile service

New Number

If you are activating a new number, ensure your new Dodo SIM card is inserted and seated correctly in your device. We also recommend that you power cycle your handset/hardware after activation.

To power cycle your device, simply turn it off for 30 seconds, then turn it back on again.

Transferring your number to Dodo

When transferring a number to Dodo, we suggest you leave your original SIM in your device until it stops working.

When your old service has stopped working, turn your device off, remove your old SIM card, insert your new Dodo SIM card, and turn your device back on.

If you have tried the above steps, and are still having difficulty, please raise a support request at MyDodo.

Related

How do I fix mobile issues?

If your phone has been lost or stolen and you need a new SIM card, you can order a replacement by logging into MyDodo*.

1. Select you mobile from ‘My services’.
2. Under ‘Manage my Postpaid Mobile’ click ‘Order replacement SIM’.
3. Update the delivery address if required.
4. If your phone was stolen, you can temporarily block calls and SMS.
5. Click ‘SEND ME MY SIM’

You should receive your Dodo Mobile SIM card within 1-4 business days of placing your order.

Please check Australia Post for accurate timeframes relevant to your location.

If your mobile service is not working correctly, please follow our troubleshooting steps found here. If you are still experiencing service issues, call us on 13 36 36 for further assistance.
 

Accounts signed up before 1 March 2023:

Customers on older Dodo Mobile plans will need to call us on 13 36 36 to request a replacement SIM card.

An IMEI (International Mobile Equipment Identifier) is the unique code that is programmed into every phone or mobile device.

When you contact your device manufacturer, they will most probably require this code.

To find your phone’s IMEI follow the following steps:

1. Open your phone app,
2. Dial *#06# into the dial pad,
3. Press enter or call, and
4. Your device automatically responds with its IMEI.

You can use the IMEI to check your device specifications with the manufacturer.