Troubleshooting Data on GSM

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.

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. If using an exact address you will also be shown the available bands/frequencies as well as the relative strength of these signals.


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".


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.


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 your APN settings.

If the APN settings are not properly configured on your phone you may not be able to get data. To check if you have the right APN settings, click here and then choose yours from the list. For iOS phones, there would be a difference depending on whether the iOS version is 10+ or a version prior to iOS 10.

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.

Confirm that third-party apps are not interfering with your data connection.

Some third-party apps may interfere with your data connection. You should remove:

  • Any launchers or home screen apps such as Nova or Apex
  • Any apps that you downloaded around the time the problem started.
  • Any downloaded battery saver apps.

Get in touch.

If none of these tips have 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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