network & troubleshooting

We’re powered by the Vodafone’s 5G/4G network covering 24 million Australians. Use our coverage checker to see your expected coverage at any location across Australia. 

Related: Why is there a difference between the level of coverage displayed in your coverage checker and my own experience?

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felix is powered by the Vodafone 5G/4G network covering 24 million

You can check out our coverage map here.

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You’ll know your using VoLTE if:

- You’re on an iPhone and your phone is connected to 4G while on a phone call.
- You’re on an Android and see the VoLTE icon in the network bar while on a phone call.

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If you have a compatible device, you can use WiFi Calling whenever you’re connected to a WiFi network. Your phone will automatically make the call over the strongest signal available (WiFi or 4G/VoLTE).

For instructions on enabling WiFi Calling, see How do I turn on WiFi Calling?

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Switching WiFi calling on or off

If you’re using a compatible device, WiFi Calling will likely be automatically enabled.

iPhone

Go to Settings > tap Mobile > tap WiFi Calling > toggle WiFi Calling on This iPhone to 'on' or ‘off’. 

Samsung

Go to Settings > tap Connections > tap WiFi Calling > select 'on' or ‘off’. 

Google 

Go to Settings > tap Network and Internet > tap Calls and SMS > tap Wi-Fi calling > toggle Use Wi-Fi calling to 'on' or ‘off’. 

Alternatively, consult your device manufacturer.

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We’re powered by the Vodafone 5G/4G network! The Vodafone team is regularly making improvements to the mobile network. You can use this tool below to see if there are scheduled maintenance upgrades to the network in your area, simply by entering the device you’re using and the suburb you’d like to check.

If you have any troubles using the below tool, you can also find it here.

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The coverage map has been made using advanced prediction tools which we aim to make as accurate as possible.

However, the differences between predicted and actual coverage are unfortunately unavoidable due to the nature of radio based mobile networks and the unlimited variations in environment at a specific location. For example, the distance from the network base station affects coverage and geographic features like hills, buildings and trees can block mobile signals and affect mobile reception.

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5G is 5th generation wireless tech - coming in after 4G and LTE. It's all about having more bandwidth, so it can handle more devices on the network at the same time. That means fewer dead zones and faster download speeds on our 25GB and 50GB plans.

How do I get 5G with my felix mobile plan?

All you need is an active felix subscription, a 5G compatible device and to be in a 5G coverage area to be able to access 5G.

5G network coverage

felix operates on the Vodafone 5G/4G network, covering 24 million Australians. Use our coverage checker to check your coverage at any location across Australia.

Do I need a compatible device to get 5G coverage?

Yes, you'll need a compatible device to access the 5G network. You can see a list of 5G compatible devices here.

What if my device doesn't support 5G?

If you don’t have a 5G compatible device, don’t worry. You’ll still be able to use our 4G network. If you do have a compatible device, we recommend using the 5G network where available for an improved experience.

Related:

- Will I get 5G in my area?

- How do I enable 5G on my phone?

- How do I upgrade to a 5G SIM?

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On our Unlimited data mobile plan, you get speeds up to 20Mbps. The actual speeds you experience may vary depending on factors such as device capabilities, location, network congestion, network coverage and if you’re roaming.  

Your Mbps can alter depending on the traffic around you trying to access the same connection.

If you’re tethering to another device, this may impact network performance to your device.  Check our coverage map to see the general average coverage Mobile Network Coverage | felix mobile.

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Your data speed can be affected by a few things including your mobile plan type, device capabilities, location and obstructions, network congestion and coverage.

If you’re on our 25GB or 50GB mobile plan and have used your data allowance for the month and don’t have any data in your data bank, your speed will slow to 1.5Mbps. You can always add an extra 10GB of data for $10 within the felix mobile app.

Next, we recommend checking our coverage tracker to see what your experience should be like at your current location.

If all looks good on the coverage tracker, you can check the network maintenance upgrade tracker to see if there are planned upgrades happening in your area that might be temporarily slowing your speed.

If everything looks OK at your location, you can try the following steps: 

- If you have a physical SIM, turn off your phone, take it out and make sure it's clear of dust and sitting in the phone correctly, then pop it back in again and turn your phone on 
- Check that your WiFi is switched off 
- Check that your hotspot is switched off 
- Check that your data is set to come from 5G or 4G Auto or similar 
- Reset your phone's network settings from the Settings app on your phone. 

If all the above still doesn't seem to fix it, you can chat in with the team any day from the felix mobile app.

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Our 25GB and 50GB mobile plans speeds are uncapped, and on our Unlimited data plan speeds are capped at up to 20Mbps.

If you’re experiencing slow speeds, we recommend checking your speed in real-time on free websites like Speedtest by Ookla – The Global Broadband Speed Test.

If you’re on our unlimited data plan and getting less than 20Mbps, you can try toggling the resolution (i.e. moving from HD 1080 to HD 720). You can usually do so on the bottom right-hand corner of the video you’re trying to stream.

Need more help troubleshooting? Reach out to our team on live chat.

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There are a couple of steps you can take to try and resolve this issue;

1. Restart your phone. Turning it on and off again will refresh your network connection

2. Ensure your payments are up to date - log into the felix app to check

3. Check the coverage in your area: https://felixmobile.com.au/network/

4. Try making a phone call. This will confirm where it's an issue with your whole service or just your messaging

5. Free up space in your inbox and sent messages. If your inbox is full, you might not be able to receive or send messages.

6. Check that the SMSC on your device is correct. You can check it by dialing *#5005*7672#. If the ‘Service Centre Address’ isn't +61415011501, then dial **5005*7672*+61415011501# to set it to that.

Messaging on iPhones

If you’re using an iPhone, check if the message you’re trying to send is enclosed in a blue bubble. If so, this indicates that it's trying to send an iMessage over the internet, rather than as an SMS, so you will require working mobile data or access to a Wi-Fi network. If you want, you can turn iMessage off on your phone by going to Settings > Messages > toggle 'iMessage' off.

Premium or International texts

Premium rate numbers aren't included in your felix mobile subscription. You can add unlimited international calls and text in the felix app for an extra $5/month. . See this article for more information: How much do Unlimited International Calls and Text cost?

If you're still unable to send/receive texts, please reach out to the felix team in the app for help. 

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There are a few steps you can take to try and resolve this issue: 

1. Restart your phone - turning it on and off again will refresh your network connection

 2. Ensure your payments are up to date - log into the felix app to check

 3. Check the coverage in your area:  https://felixmobile.com.au/network/

 4. Try calling a different number - This may indicate whether it's an issue with their service or yours

Calling landlines 

If you’re trying to call a landline number and the call fails, you may need to check if WiFi is on. Landline calls over WiFi require the state-based area code (e.g. 02 or 03), even in the same state. Try adding the area code or turning off WiFi calling, then try again.

Premium or International calls 

Premium rate numbers aren't included in your felix mobile subscription. You can add unlimited standard international calls and text to your subscription for an extra $5/month

If you're still unable to make/receive calls, please reach out to the felix team in the app for help.

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The best place to go for any help with your iMessage is this Apple Support article.

Here are some other tricks we’ve gathered along the way that may help:

- Check that the correct number is displaying under Settings > Phone > My number

- Check that your device’s timezone settings are set to automatic

- Manually update your network provider settings

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APN means Access Point Name and is used by your phone to connect to the internet, as well as send/receive MMS messages over the felix mobile network. Most smartphones will automatically configure to the felix mobile network, powered by Vodafone 5G/4G, after inserting your felix SIM.

If you are still experiencing issues, you may need to manually configure your APN settings by using the information below. You may have to refer to your device's user manual to locate the section of the settings that manually configures your device's APN.

Internet settings for smartphones

Name        VF WEB

APN        live.vodafone.com

MCC        505

MNC        03

APN Type        default

Note: Your phone may not require the MCC, MNC or APN Type 

Internet settings for WAP-based phones (i.e. non-smartphones)

Name           VF WAP

APN        live.vodafone.com

Proxy        10.202.2.60

Port        8080

Note: Your phone may not require the MCC, MNC or APN Type 

MMS settings

Name        Vodafone AU-MMS

APN        live.vodafone.com

MMSC        http://pxt.vodafone.net.au/pxtsend

MMS Proxy        10.202.2.60

MMS Port        8080

MCC        505

MNC        03

APN type        mms

Note: Your phone may not require the MCC, MNC or APN Type.

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You can use VoLTE on any VoLTE compatible device.

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If you turn off WiFi calling, you will make calls over the mobile network only. Some mobile devices allow you to toggle VoLTE on and off. If you turn VoLTE off, you won't be able to make calls over mobile.

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The 3G mobile network for Vodafone has now been shut down (felix is a brand of TPG Telecom which uses the Vodafone network). 

What do I need to do? 

The vast majority of our customers do not have to do anything at all and will continue accessing our 5G/4G network as they do today.  A very small number of our customers have 3G-only phones, and they will need to upgrade those devices before December 2023. 

Some 4G handsets may also need a settings change to be able to continue to make and receive voice calls using our 4G network. Head to our WiFi Calling + VoLTE page to find out more.

What devices are affected by the 3G closure? 

To check if your phone will be affected, you can text “3” to 3498 for free and an automatic reply will tell you if your device is 4G/5G compatible.

Can’t send a text on your device? Please check the manufacturer’s website for info about your device’s capabilities.

All phones must be 4G/5G compatible to keep working after the 3G shutdown.

Some older 4G phones that don’t have a feature called Voice over LTE (VoLTE) won’t be able to make and receive voice calls after the 3G shutdown.

I have a 3G phone, how does this affect me?

If you have a 3G only phone then you will no longer be able to make calls, send texts or access the internet on your phone (compatible phones will still be able to make emergency 000 calls on other 3G networks when in coverage prior to their closure). WiFi internet access is still possible. 

We recommend you upgrade your phone to a  4G or 5G compatible device to continue having mobile service. 

If you have a device that is identified as not being able to make emergency 000 calls or you have received notification from us informing you that your device is not able to make emergency 000 calls, please refer to the “What about emergency calls?” section below.

Why is my phone still working on 3G?

Some customers may still have access to 3G in regional areas (not metropolitan areas) as we have a roaming agreement with other carriers that will come to an end in June. The roaming service is limited, and customers are still required to upgrade their device to a 4G or 5G compatible device.

 Will 4G/5G network coverage differ to 3G coverage?

 Our 4G coverage is similar in size and reach to our 3G coverage and our 5G coverage is growing every day. For more information take a look at our coverage checker.

What is VoLTE and how do I switch it on?

Voice over LTE (VoLTE) is a feature that allows you to make voice calls using our 4G network. You might need to turn the VoLTE setting on. You can check your device and settings on our VoLTE support page.

 
Android devices :

If you have a Samsung device, Voice over LTE should automatically be enabled. If you’ve previously disabled VoLTE and want to re-enable it or would like to check if it’s enabled on your Android device, please go to your Settings > Mobile Networks. 

Apple devices :

If you have an Apple device iPhone 6 or later, Voice over LTE should be automatically enabled. To check this or manually enable, please go to Settings > Mobile > Mobile Data options > Voice and Data.

What about emergency calls?

Change of device required

Some devices are not compatible with Australian mobile networks and while they may be able to make standard calls on a 4G/5G network, they are not able to make emergency 000 calls on our network as our 3G network has now shut down. If you have such a device or have received a notification from us identifying that your device is unable to make emergency 000 calls, for safety reasons, you must urgently change to a compatible device otherwise you will not be able to make emergency 000 calls. Our WiFi Calling + VoLTE page has a list of compatible devices.

Software update required

We have also identified some handsets that need to be updated to the latest software to keep making emergency 000 calls on a 4G/5G network. If you have received a notification from us identifying that your device needs a software update to make emergency 000 calls, for safety reasons, you must urgently update to the latest software.

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felix is only designed for use in a mobile phone, but you’re able to hotspot to personal devices such as your laptop when needed. felix can’t be used as a replacement for home internet or as a hotspot for other people’s devices.

Please see our Fair Use Policy for more info.

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You can check your speed in real-time on free websites like Speedtest by Ookla – The Global Broadband Speed Test.

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For most streaming services, 20Mbps is more than enough to stream in HD. In fact, Netflix only recommends 3Mbps for HD streaming, so 20Mbps is suitable to be able to stream high-definition video

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Speeds of 20Mbps are fast enough for everyday use. Here are some examples of what you can do with 20Mbps.

- Stream your favourite HD videos (requires approximately 3Mbps). Netflix recommends 3Mbps for HD streaming.
- Listen to Spotify, Apple Music, SoundCloud and more on the go (requires approximately 0.5Mbps).
- HD video calls with friends (requires approximately 6Mbps).
- Scroll and share to socials (requires approximately 0.1Mbps).
- Play casual games on your mobile on the go (requires approximately 5-10Mbps).
- Very large files and some operating system updates may be slower to download, so we recommend connecting to Wi-Fi.

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felix always endeavours to give you the best possible speed. On our 25GB and 50GB Mobile Plan, speeds are capped at up to 150Mbps. On our Unlimited Data Plan, speeds are capped at up to 20Mbps.

Average speed (upload or download) is difficult to pinpoint as it depends on a whole range of factors such as device capabilities, obstructions, network congestion, and coverage.

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Looking to reduce your data consumption? Here’s a couple of handy tips to reduce data usage:

- Stick to WiFi wherever possible and download content when you’re connected to WiFi instead of streaming while using your mobile data

- Force close any apps that may be running in the background

- Turn off background app refresh if you’re on an iPhone

Go to settings > general > background app refresh > off or toggle the individual apps you don’t want running in the background 

- Turn off background app refresh if you’re on an Android

Pull down the notification bar for settings > tap settings button > tap connections > data usage > from the Mobile section tap mobile data usage > choose an app from below the usage graph > tap allow background data usage to turn off.

- Take your GPS maps offline

Did you know? You can download maps before you head off somewhere so you can still find your way even when you’re not connected to WiFi or mobile data.

- Switch off autoplay on video apps such as YouTube

Need more data? Add a 10GB data pack in the app or upgrade your plan to our 50GB Mobile Plan ($30/mth) or Unlimited Mobile Data Plan ($40/mth).

Other helpful resources:

- Use Low Data Mode on your iPhone and iPad

- Reduce & manage mobile data usage - Pixel Phone Help

- Manage data usage on your Galaxy phone

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Emergency calls should be used to request help from an emergency service organisation in a life threatening and/or time critical event.

If you’re considering making an emergency call, stay focused, stay relevant and pose these questions to yourself.

- Is someone seriously injured or in need of urgent medical help?

- Is your life or property being threatened?

- Have you just witnessed a serious accident or crime?

If yes, then call triple zero (000). Triple zero calls are free.

You’ll be asked whether you want to speak with:

- Police

- Fire

- Ambulance

Stay calm, don't shout, speak slowly and clearly. Tell them exactly where to go — give an address or location.

Other emergency numbers

Text Emergency Call – 106 text emergency call. You can call from teletypewriters. Tell us which service you need and where to come to.

Storm and flood assistance – call 132 500

Fire – other than in an emergency, contact your state or territory service.

Emergencyplus – Download and read about the emergencyplus application.

Police – call 131444 for police other than in an emergency

Crime Stoppers – call 1800 333 000 to help solve a crime

Poisons Information Centre – call 13 11 26

There's more information about emergency calls on the federal government's triple zero website.

Advances in technology have improved the range of accessible services for people who are deaf, hard of hearing or have a speech impairment. For more information, check out Access Hub.

If you dial 112 while you're in a coverage area overseas, you'll be connected to the emergency service for that country. You can also check Smartraveller for details on the country you are visiting too, as they will have their own Emergency Service Numbers.

In Australia emergency calls to Triple Zero can be made with or without an active SIM in your phone.

If your phone does not have access to the Vodafone network (felix uses Vodafone's 4G network to connect its customers) you may still be able to make an emergency call on another mobile network, which is why you may see 'Emergency calls only' or similar on the screen.

Emergency calls can be made wherever your phone can see any mobile telecommunications network, however if you are travelling in a rural or remote area you should not rely upon your mobile phone to make an emergency call as there may be no mobile telecommunications network available, instead you should have other means of communications such as a satellite phone and for emergencies carry an emergency beacon.

When calling an emergency call number, information such as your number, name and service location (where available) will be disclosed to the emergency call person (the operator) and the emergency service organisations, regardless of your caller ID settings.

Using a device other than an approved device may impact your ability to call emergency services.

Location information

Location information is critical in providing emergency services to provide the necessary service. In particular, the ability to provide enhanced location information is important where the caller may be unable to identify their location.

In the event of making an emergency call we will supply relevant location information to the emergency call person and the relevant emergency service organisation (police, fire or ambulance) to enable them to corroborate your location. We use a range of technical solutions to do this and they are constantly being reviewed and improved.

These include:

- Push Mobile Location Information (MoLI). MoLI is the location of the cell site from which a mobile call to Triple Zero is made. This is supplied to emergency services for all emergency calls.

- Advanced Mobile Location (AML). AML is technology that allows mobile devices to send a location estimate when a call is made to Triple Zero. This improved outcomes for mobile callers in Australia and has the potential to save lives, as it is doing in the countries in which it has already been deployed.

For more information about AML, head to the federal government's triple zero website.

What it costs

There is no charge for calls made to emergency services regardless of whether your service is active or inactive.

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On our 25GB and 50GB plans, speeds are capped at 150Mbps. This is simply the maximum speed for data to download to your device. The actual speeds you may experience may vary depending on many factors such as device capability, location, network congestion at the time of use and network coverage. Speeds on our 25GB and 50GB mobile plans are capped at 150Mbps to maintain a maximum data reliability and consistency on 4G and 5G. Our unlimited data plan remains capped at speeds of up to 20Mbps.

Related: How fast is 20Mbps?

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You can turn on 5G in the settings of your device on 5G compatible devices, see below for steps.

Apple iPhone

If you have only one SIM: Go to Settings > Mobile > Mobile Data Options > Voice & Data > select an option with 5G.

If you have multiple SIMs: Go to Settings > Mobile > tap on your felix SIM > Voice & Data > select an option with 5G.

Google Pixel

Go to Settings and tap Network & internet > SIMs > select your felix SIM > tap Preferred network type > select the option with 5G.

Samsung Galaxy

Go to Settings and tap Connections > Mobile Network > Network mode > select the option with 5G.

Related:

- What is 5G?

- Do I need a 5G plan or pay extra for 5G?

- How do I upgrade to a 5G SIM?

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You don't need 5G, as our 4G network will keep you connected if you don't have a 5G compatible device. However, we do recommend using the 5G network where it's available as it'll improve your experience with felix.

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Vodafone's 5G network is rolling out across selected areas across Australia. You can check your expected 5G coverage on our coverage checker here.

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Our 25GB and 50GB plans have a speed cap of 150Mbps and our unlimited data plan has a cap of 20Mbps. A cap is the maximum speed for data to download to or upload from your device. The actual speeds experienced may vary depending on many factors such as device capability, location, network congestion at the time of use and network coverage. Speeds are capped to maintain a maximum data reliability and consistency on 4G and 5G.

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