Troubleshooting Data on CDMA

If you're having trouble getting a data connection on your phone, here are a few quick and easy troubleshooting tips that might get you up and running again.

Before proceeding, we strongly suggest ensuring your active device is not on the list of obsolete Sprint devices

If a carrier reset, profile, or PRL update are performed on an already active phone on the list it will be unable to activate and will need to be replaced. New activations will not be possible unless the phone can be manually programmed.

The only solution is to manually program the phone if possible (data usage is not possible with activations via manual programming) or to obtain a new device. Please contact support for help troubleshooting or activating with these devices.

Check that data is available in your area

If you're roaming, data won't be available. To make sure that data is available where you are, plug your address into our coverage map and check your data coverage.

A "no service" area will show up in white.

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Confirm that your phone number is active.

If you're able to make calls and send/receive texts, then it's probably a good indicator that your phone number is active. To confirm this, go to the Device Settings page in your account and check that the Status of your phone is listed as "active".

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Confirm that data is enabled on your account.

To confirm that data is enabled on your account, go to the Device Settings page for your phone and make sure that "Can use data" is "Enabled". If there is no edit icon at the top of the Megabytes section (i.e. you can't update your data settings) then the number is not active.

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Confirm that data is enabled on your phone.

If your phone does not display a loaded page on a web browser without a WI-Fi connection or isn't refreshing notifications on your apps such as new emails, picture messages, you may not have data enabled. Learn how to enable data.

Check what kind of data your phone is trying to access.


It is possible that the network mode on your phone is on a setting that won't allow it to pick up data. If you're in the US and you have a 3G or 4G WiMAX phone, your network mode should be set to CDMA or Automatic. If you're in the US and you have an LTE phone, it should be set to LTE/CDMA or Automatic. If you're travelling, it will depend on your location and whether you're using a CDMA or GSM network. If you're in a GSM area (i.e. your phone was unlocked for international use), your network mode should be set to GSM/UTMS.

Power cycle or soft reset your phone.


Shut your phone down by holding and pressing the power button on a smartphone, or the Call End button on a feature phone. If you have a removable battery, remove it for about 30 seconds after you've shut the phone down. Then reinsert the battery and power the phone back up.

Re-sync your phone with the network.


If you've recently changed phone numbers or just activated for the first time with Ting, you may need to sync your phone with the network by doing a carrier reset.

Update your phone's data profile.

Your phone's data profile may need to be updated. Running a carrier reset will generally prompt a profile update but iPhones and some feature phones don't have a carrier reset option, so you'll need to do the profile update separately.

Deal with any specific error codes.

If you're coming across an error code, there may be some more specific troubleshooting that you need to do. The most common error codes, and what to do about them, are listed in this article.

Get in touch.

If none of these tips has gotten you up and running, then it's time to get in touch so we can help. Please be sure to let us know what you've done already so we know where to pick up.

 

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