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Norfone Mobile

  • If you're experiencing internet issues, here are some steps to help identify and fix the problem:

    1. Check Your Signal Strength: Poor signal can cause slow speeds or dropouts. If you’re indoors, try moving closer to a window or to an area with better reception.

    2. Restart Your Device: Sometimes, a simple restart can resolve temporary connectivity issues. Turn off your device, wait a few seconds, and turn it back on.

    3. Restart Your Router or Modem: If you’re using a WiFi router, turn it off, wait about 30 seconds, then turn it back on. This can help reset the connection.

    4. Check for Network Outages: There could be temporary maintenance or a network issue in your area. Contact support to see if there’s an ongoing outage.

    5. Limit Heavy Data Usage: If multiple devices are streaming, downloading large files, or gaming online, this can slow down your connection. Try pausing heavy usage on some devices to see if speed improves.

    6. Contact Customer Support: If your internet issues persist, please reach out to our support team. We can help investigate and resolve the issue to get you back online.

  • If you're having trouble with sending or receiving SMS messages, here are a few steps that can help resolve the issue:

    1. Check Signal Strength: Ensure you have a strong network signal. Poor signal can prevent SMS messages from being sent or received.

    2. Restart Your Device: Power off your device for a few seconds, then turn it back on. This can refresh your connection to the network.

    3. Verify Message Settings: Go to your device’s messaging settings and ensure that the Message Center number is correctly configured. You can find this number in your device’s SMS settings, or reach out to us if you’re unsure.

    4. Check Your Balance: For prepaid users, ensure you have enough balance to send SMS messages, as insufficient funds may prevent sending texts.

    5. Clear Outbox/Inbox: If your message inbox or outbox is full, this may prevent you from receiving or sending new messages. Try deleting some old messages and then retry.

    6. Contact Customer Support: If you’ve tried these steps and still can’t send or receive SMS, reach out to our support team. We’ll investigate the issue and help restore your messaging service.

  • If you’re having trouble with making or receiving calls, here are a few steps to help get your calling service working again:

    1. Check Signal Strength: Ensure you have a good network signal. Weak or no signal can prevent calls from connecting. Moving to an area with stronger signal or outdoors may help.

    2. Restart Your Device: Power off your device for a few seconds, then turn it back on. This can reset the network connection.

    3. Confirm Airplane Mode is Off: If Airplane Mode is on, you won’t be able to make or receive calls. Check your settings and make sure it’s turned off.

    4. Check Account Balance or Plan: For prepaid users, ensure your balance is sufficient for making calls. For postpaid plans, verify that your account is active.

    5. Verify Call Settings: Sometimes call forwarding, “Do Not Disturb” mode, or call barring settings can block incoming or outgoing calls. Check these settings in your phone’s call settings menu.

    6. Contact Customer Support: If you’ve tried these steps and still can’t make or receive calls, please reach out to our support team. We’ll look into the issue and help restore your calling service.

  • If you’re unable to send MMS (picture messages) or access mobile data, try these steps to troubleshoot:

    1. Check Mobile Data Connection: MMS and data require an active mobile data connection. Make sure mobile data is enabled in your device settings.

    2. Restart Your Device: Turn your device off for a few seconds, then power it back on. This can refresh your connection to the network.

    3. Verify APN Settings: Ensure that your device’s APN (Access Point Name) settings match the settings provided by us. Incorrect APN settings can prevent MMS and data from working properly. You can find the correct APN settings on our support page or contact us for help.

    4. Confirm Sufficient Balance or Data Allowance: For prepaid users, check that your account has enough balance to send MMS or use data. Postpaid users may want to verify they haven’t reached their data limit for the billing cycle.

    5. Enable MMS Settings: On some devices, MMS must be enabled separately in the messaging settings. Check your messaging app’s settings and ensure MMS is turned on.

    6. Contact Customer Support: If you’ve tried these steps and still can’t send MMS or access data, please reach out to our support team. We’ll investigate and help you get back online.

  • There are a few reasons that your porting request may have failed.

    The most common reason is that your previous carrier has rejected the transfer. It may also be that you didn’t confirm the transfer as required, or that the number provided was not associated with your account.

  • To replace your SIM card, simply come and visit us at our store at 3B Taylors Road in Burnt Pine or purchase one online here

  • You can find your SIM number (also known as the ICCID) in a few places:

    1. On the SIM Card Itself

    • If you have access to the physical SIM card, the ICCID is printed on it. It’s a long number, typically 19-20 digits.

    2. In Your Phone’s Settings

    • iPhone:

      - Go to Settings.

      - Tap General and then About.

      - Scroll down to find ICCID—this is your SIM number.

    • Android:

      - Go to Settings.

      - Tap About phone (or About device) and then Status.

      - Look for ICCID or SIM card status to find the number

    If you need further assistance locating your SIM number, Norfone support can help.

  • If you’re receiving an error message about your SIM card, here are some steps you can follow to resolve the issue:

    1. Check the SIM Card: Ensure your SIM card is properly inserted into your device. Sometimes, removing and reinserting the SIM card can resolve connection issues.

    2. Restart Your Device: Power off your device for a few seconds, then turn it back on. This can refresh your network connection and resolve temporary glitches.

    3. Clean the SIM Card and Slot: Dust or dirt in the SIM card slot can sometimes cause errors. Carefully remove the SIM card, wipe it gently with a soft cloth, and reinsert it. Make sure the SIM slot is clean as well.

    4. Try the SIM Card in Another Device: If possible, test your SIM card in another device to see if the issue is with the SIM card or your phone. If the SIM card works in another device, the issue may be with your phone.

    5. Check for Network Issues: If your SIM card is inserted correctly and still not working, there could be a network outage in your area. Check out our social pages or contact us to see if there’s an ongoing issue.

    6. Contact Customer Support: If the error persists after trying these steps, please reach out to our support team. We can help check your SIM card for any faults and assist you further.

  • If your device is showing no reception, here are some steps to help restore your service:

    1. Check Your Location: Poor or no signal can occur in certain areas, especially indoors, in remote locations, or in areas with heavy interference. Try moving to an open area or near a window for better signal reception.

    2. Restart Your Device: Turn your device off for a few seconds, then turn it back on. This can help refresh your connection to the network and restore service.

    3. Check for Network Issues: There could be a temporary network outage or maintenance in your area. Visit our social pages or contact support to check if there are any known issues.

    4. Ensure Airplane Mode is Off: If your device is in Airplane Mode, it will not connect to the network. Make sure Airplane Mode is turned off in your device settings.

    5. Reinsert Your SIM Card: Sometimes, removing and reinserting the SIM card can help re-establish a connection. Turn off your device, remove the SIM card, wait a few seconds, and then reinsert it.

    6. Network Settings Reset: In some cases, resetting your network settings can resolve connectivity issues. This will reset Wi-Fi, Bluetooth, and cellular settings, so be sure to re-enter any saved Wi-Fi passwords afterward.

    7. Contact Customer Support: If none of the above steps help and your service still shows no reception, please reach out to our support team. We’ll investigate the issue and help restore your connection.

  • If your handset is locked to another provider, you’ll need to unlock it before you can use it with our network. Here’s how you can proceed:

    1. Contact Your Previous Provider: Reach out to the provider your handset is locked to. Most providers allow you to request an unlock, though they may have specific requirements, such as completing the contract or paying off any outstanding balance on the device.

    2. Request an Unlock Code: Once eligible, your previous provider will typically send you an unlock code or instructions to unlock your device.

    3. Unlock Your Handset: Follow the instructions from your previous provider to unlock your handset. This typically involves entering the unlock code when prompted on your device.

    4. Test Your SIM: After unlocking, insert our SIM card into the handset and restart the device. If successful, the device should connect to our network without issue.

    5. Contact Customer Support: If you’re having trouble unlocking your handset or have questions about using it with our network, don’t hesitate to contact our support team. We can help guide you through the process.

WiFi & Connectivity

  • If you're experiencing internet issues, here are some steps to help identify and fix the problem:

    1. Check Your Signal Strength: Poor signal can cause slow speeds or dropouts. If you’re indoors, try moving closer to a window or to an area with better reception.

    2. Restart Your Device: Sometimes, a simple restart can resolve temporary connectivity issues. Turn off your device, wait a few seconds, and turn it back on.

    3. Restart Your Router or Modem: If you’re using a WiFi router, turn it off, wait about 30 seconds, then turn it back on. This can help reset the connection.

    4. Check for Network Outages: There could be temporary maintenance or a network issue in your area. Contact support to see if there’s an ongoing outage.

    5. Limit Heavy Data Usage: If multiple devices are streaming, downloading large files, or gaming online, this can slow down your connection. Try pausing heavy usage on some devices to see if speed improves.

    6. Contact Customer Support: If your internet issues persist, please reach out to our support team. We can help investigate and resolve the issue to get you back online.

  • The APN should automatically connect if you are using a Samsung or Apple device. However, here are the steps you’ll need to take to set the APN (Access Point Name) on your phone:

    For Android:

    1. Open Settings on your phone.

    2. Navigate to Mobile Network or Connections (the exact menu name may vary depending on the device).

    3. Select Mobile Networks > Access Point Names (APN).

    4. Tap the + icon or Add to create a new APN.

    5. Fill in the APN fields as follows:

      • Name: Enter any name (e.g., Norfone).

      • APN: internet

    6. Leave other fields blank unless specifically required by your provider.

    7. Tap Save, then select the newly created APN.

    8. Restart your phone if needed.

    For iPhone (iOS):

    1. Open Settings on your phone.

    2. Navigate to Mobile Data > Mobile Data Options > Mobile Data Network.

    3. In the APN field, enter the internet.

    4. Leave other fields blank unless specified.

    5. Go back to the previous menu to save the settings.

    6. Restart your phone if necessary.

    Once you've set the APN, your phone should connect to Norfone's network for mobile data. If you encounter any issues, feel free to contact Norfone's support team for further assistance.

  • All Norfone services include a WiFi router. However, you can use your own if you have a pre-existing one. Please note, though, that this may incur an additional set-up fee if it impacts the installation process.

  • To connect to your WiFi hotspot, scan the QR code on the hotspot screen using your phone camera.

    On your phone, a link will appear once the QR code has been scanned. Click this to be redirected to the Norfone self-service page. From here, enter your informaiton, select your service and settle the balance. Once you have done this, you will be connected to the Norfone network.

    After a device has been connected, all that you need to do to reconnect in the future is to scan the QR code again. This will automatically connect you to your WiFi service.

    If you are having difficulty getting set up or would like someone to assist you, contact us here

  • If you’re having trouble connecting to your WiFi hotspot, try these troubleshooting steps:

    1. Restart Your Devices: Turn off both your hotspot device and the device you’re trying to connect. Wait a few seconds, then turn them back on. This can refresh the connection.

    2. Check Mobile Data Connection: Ensure your hotspot device has a strong mobile data connection. Weak or no mobile data may prevent the hotspot from working correctly.

    3. Forget the Network and Reconnect: On the device you’re trying to connect, go to WiFi settings, select your hotspot network, and choose ‘Forget Network.’ Then, reconnect by scanning the QR code on-screen.

    4. Update Your Device Software: Ensure both your hotspot device and the device you're connecting have the latest software updates installed. Outdated software can sometimes cause connection issues.

    5. Check Data Limit or Restrictions: If you have a data limit or hotspot restrictions on your plan, this could be impacting your ability to connect. Contact support if you’re unsure about your plan details.

    6. Contact Customer Support: If you’re still having trouble, please reach out to our support team. We can help troubleshoot further and ensure your hotspot is working correctly.