What do I do if I have calls or Internet issues?

Modified on Fri, 03 May 2024 at 06:50 PM

Here are some self-troubleshooting steps that you can do if you are experiencing the following issues:

1. Check the network coverage in your area and ensure that there are no service disruptions.

2. Ensure that your line is active. You can check the status of your line through the MyDigi or Celcom Life app.

For postpaid customers: If your line is barred, please pay any outstanding amounts though the app. Alternative payment methods available here.
For prepaid customers: If your line is barred, inactive or has insufficient balance, please perform a reload through the app. Alternative reload methods available here.

3. Check the following device settings:

For Call Issues

Ensure that the Airplane Mode on your device is turned off.
Ensure that the 'Do Not Disturb' mode is turned off.

iPhone	Android
Go to ‘Settings’ Select ‘Focus’ Select ‘Do not disturb’ Select ‘Smart Activation’ and disable function.	Open the ‘Settings’ Select ‘Notification’ Select ‘Do not disturb’ Disable ‘Do not disturb’ function.

Ensure that call forwarding is turned off. You may disable the setting following the steps below:

iPhone	Android
Go to ‘Settings’ Scroll down and tap on ‘Phone’ Select ‘Call Forwarding’ Toggle the switch to the left to turn off call forwarding.	Open the ‘Settings’ Select ‘Call Settings’ Look for the ‘Call Forwarding’ or ‘Call Settings’ option and tap it Turn off ‘Call Forwarding’.

For Internet Issues

Ensure that the Airplane Mode on your device is turned off.
Ensure that the Mobile Data setting on your device is turned on.
Ensure the APN setting on your device is correct based on your device model below:

iPhone

Android

iOS 17 and later:

Go to ‘Setting’
Go to ‘Mobile Service’
Go to ‘Mobile Data Network’
Key in ‘celcom3g’ for Celcom subscriber or ‘diginet’ for Digi subscriber.

iOS 16 and earlier:

Go to ‘Setting’
Go to ‘Mobile Data’
Go to ‘Mobile Data Options’
Go to ‘Mobile Data Network’
Go to ‘APN’
Key in ‘celcom3g’ for Celcom subscriber or ‘diginet’ for Digi subscriber.

Samsung:

Go to ‘Setting’
Search for ‘Connection’
Go to ‘Mobile Networks’
Go to 'Access Point Names (APN)'
Key in ‘celcom3g’ for Celcom subscriber or ‘diginet’ for Digi subscriber.

Huawei:

Go to ‘Setting’
Go to ‘Mobile Network’
Go to ‘Mobile Data’
Go to 'Access Point Names (APN)'
Key in ‘celcom3g’ for Celcom subscriber or ‘diginet’ for Digi subscriber.

Oppo:

Go to ‘Setting’
Go to ‘Dual SIM & Mobile Network’
Go to ‘SIM Info’
Go to 'Access Point Name
Click 'Reset'.

4. Reset your phone‘s network settings.

Phone Model	Reset Network Setting Instruction
iPhone	iOS 15 or later, tap Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. iOS 14 or earlier, tap Settings > General > Reset > Reset Network Settings.
Samsung	Go to Settings > General Management > Reset > Reset Network Settings > Reset Settings > Select Reset to confirm.
Huawei	Go to Settings > System & Updates > Reset > Touch Reset Network Settings, then follow the onscreen instructions to reset network settings.
Vivo	Go to Settings > System Management/System > Backup & Reset/Reset Options, Reset network settings and try again.
Oppo	Go to Settings > Additional Settings > Back up and Reset > Reset Phone > Reset Network Settings > Reset network settings again.

5. Switch out your SIM card into a different device. If your call or Internet issues persist in a different device, we suggest that you replace your SIM at your nearest CelcomDigi store.

If you require further assistance, please get in touch with us here.

What do I do if I have calls or Internet issues?

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