General Phone Troubleshooting

Troubleshooting has never been this easy. Check below for the most frequent asked questions!

No Network

Setting > Network Setting > Select network manually >Choose XOX or Celcom (if available) > Select network automatically ( in future you don’t have to manually search network) > Exit and restart phone

If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Slow Connection

1. Clear your app cache

Setting > Applications > Clear Cache > Restart Phone or;

2. Check network settings

Settings > Mobile Network Settings > Select preferred network mode based on your connection > If you’re a 4G LTE handset owner then make sure it’s turned on > If you use 3G then make sure there’s something other than GSM or CDMA active (WCDMA is fine, that’s a form of 3G). or

3. Disable or uninstall unused apps and widgets or

4. Install an Ad Blocker ( Optional )

If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Unable to make call

1. Check that your phone signal is available

2. Check your coverage.

3. Check that you have enough credit to make a call.

4. Perform a restart of your device. Take your battery and SIM card out for 1 minute, put everything back together and then try make a call

5.In some cases test to see if you experience the same issue on a call with another person. (It could be the other person’s phone).

6. If you trying to call someone overseas please ensure you are using the correct country code.

If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Unable to receive Call

1. Check call divert

Make sure call divert is OFF

If call divert is ON , please Cancel all diverts call

2. Restart phone or remove the battery for 5 to 10 sec and try make call out

If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Unable to send SMS

1. Make sure you have sufficient credit balance.

2. Check Message centre number: Make sure message center number is +601939000039

3. If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Unable to receive SMS

1. Make sure you have sufficient credit balance.

2. Check Message centre number: Make sure message center number is +601939000039

3. If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Troubleshooting Data Issues

Select from the dropdown for self-help

Iphone

Step 1 Go to Setting > Cellular > Enabled Cellular Data

Step 2 Choose Cellular Data Network

Step 3 Cellular Data Settings > APN: XOX (leave other fields blank as default)

Step 4 Restart phone & you’re good to go!

Samsung

Step 1 Go to Setting > More networks > Mobile Networks > Tick Mobile Data

Step 2 Select Access Point Names > Option

Step 3 New APN > ADD > APN: XOX > (leave other fields blank as default) > Save

Step 4 Go back to Access Point Name and select XOX APN to set your new data configuration.

Step 5 Restart phone & you’re good to go!

HTC

Step 1 Go to Settings > Enabled Mobile Data > Mobile Data

Step 2 Select Access Point Names > Option

Step 3 New APN > APN: XOX (leave other fields blank as default) > Save

Step 4 Go back to Access Point Name and select XOX APN to set your new data configuration.

Step 5 Restart phone & you’re good to go!

Step 6 If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Sony

Step 1 Go to Settings > More > Mobile Networks > Mobile Data Traffic

Step 2 Select Access Point Names > Option

Step 3 New APN > APN: XOX (leave other fields blank as default) > Save

Step 4 Go back to Access Point Name and select XOX APN to set your new data configuration.

Step 5 Restart phone & you’re good to go!

Step 6 If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Nokia

Step 1 Go to Settings > Mobile Networks > Data Connection > Back key

Step 2 Select Access Point Names > Option

Step 3 New APN > APN: XOX (leave other fields blank as default) > Save

Step 4 Go back to Access Point Name and select XOX APN to set your new data configuration> Activate

Step 5 Restart phone & you’re good to go!

Step 6 If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

LG

Step 1 Go to Settings > Tethering & Networks > Mobile Networks > Data Enabled

Step 2 Select Access Point Names > Option

Step 3 New APN > APN: XOX (leave other fields blank as default) > Save

Step 4 Go back to Access Point Name and select XOX APN to set your new data configuration.

Step 5 Restart phone & you’re good to go!

Step 6 If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Huawei

Step 1 Go to Settings > Tethering & Networks > Mobile Networks > Data Enabled

Step 2 Select Access Point Names > Option

Step 3 New APN > APN: XOX (leave other fields blank as default) > Save

Step 4 Go back to Access Point Name and select XOX APN to set your new data configuration.

Step 5 Restart phone & you’re good to go!

Step 6 If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.

Alcatel

Step 1 Go to Settings > Wireless & Networks > Mobile Networks > Data Enabled

Step 2 Select Access Point Names > Option

Step 3 New APN > APN: XOX (leave other fields blank as default) > Save

Step 4 Go back to Access Point Name and select XOX APN to set your new data configuration.

Step 5 Restart phone & you’re good to go!

Step 6 If you are still experiencing issues after you have tried the above, please call our Careline at 12273 from your XOX mobile or 1300 888 010 from another number or +60378824952 if you are abroad for further troubleshooting.