1. Unable to Access the Internet / Slow Data Speeds
Possible Causes & Solutions:
A. Weak or Unstable Network Signal
Explanation: Being in areas with poor coverage (e.g., basement, elevator, remote regions) may result in slow or no data connection.
Solution: Please check the signal strength on your phone. Try restarting your phone or resetting your network connection. Then move to an open area with better reception and observe if the data speed improves.
B. Data Allowance Exhausted
Explanation: If you have used up your data allowance, you will not be able to access the internet.
Solution: A system-generated SMS will be sent when data usage is nearing the limit or has been exhausted. Please check recent text messages for any usage alerts. It is also recommended to log in to the customer portal to check detailed data usage. If the data has run out, it may be necessary to wait for the next billing cycle or purchase additional data. For further assistance, please contact the support team.
🔹 2. No Signal / Poor Signal
A. Improper SIM Card Insertion
Explanation: A loose or incorrectly inserted SIM card may prevent detection by the phone.
Solution: Power off the device, carefully reinsert the SIM card, and ensure it’s securely in place.
B. Damaged SIM Card
Explanation: Physical damage such as scratches or bent chips may cause the SIM to malfunction.
Solution: Inspect the card for visible damage. If damaged, please contact customer support for a replacement.
C. Poor Network Coverage in the Area
Explanation: Some areas may naturally have weak signal strength.
Solution: Check the signal strength displayed on the phone. Try restarting the phone or resetting the network connection, then move to an open area and observe if the signal improves. If available, try using a newer phone model to see if the issue persists. If the problem continues, report the address to the support team for further investigation.
D. Airplane Mode or Mobile Data Disabled
Explanation: If airplane mode is turned on, all network connections will be disabled.
Solution: Ensure airplane mode is off and mobile data is turned on in your device settings.
🔹 3. Unable to Send or Receive SMS
Possible Causes & Solutions:
If this is your first time using the service, we recommend testing the SIM card in another mobile device first to rule out any device-related issues.
If the SMS function was previously working as expected, please proceed with the following troubleshooting steps:
A. Incorrect SMS Center Number (SMSC)
Explanation: An incorrect SMS center number may prevent messages from sending or receiving.
Solution: Check your messaging settings and ensure the correct SMSC is set. Contact support if you need the correct number.
B. Weak or No Signal
Explanation: SMS relies on signal availability; poor signal can cause failures.
Solution: Follow the steps under the “Signal Issues” section above.
C. SMS Function Blocked or Account Issue
Explanation: Unpaid bills or service suspension may block SMS functionality.
Solution: Log in to the customer portal to check your account status, or contact support for help.
🔹 4. Activation or Account-Related Issues
Possible Causes & Solutions:
A. SIM Card Not Yet Activated or Activation Delay
Explanation: A new SIM card must be activated before it can be used for calls, SMS, or data.This situation typically applies to new customers using our SIM card for the first time.
Solution: Visit https://occom.com.au/activate to complete the activation process.
B. Suspended Service Due to Billing Issues
Explanation: Unpaid invoices may cause service suspension, affecting SIM functionality. This situation typically applies to existing customers whose service was previously working normally.
Solution: Log in to your customer portal to verify payment status, or contact customer support for assistance.