Last updated by Isabel M
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.
1. Check that there is coverage 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 map and check your data coverage.
An area with no coverage will show up in white.
2. 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 device is listed as "active".
If your number is suspended or still porting, those statuses will show up here.
3. 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.
4. Confirm that data is enabled on your phone.
If you've got a feature phone, you can check that data is set to "on" here:
Settings > Others > Data (or Data Settings) > Data
If you've got a Android, iPhone or Windows phone, confirm that data is enabled on your phone as per the images below. To find the data setting on your phone, the pathways below will work in most cases:
- Android: Settings > More > Mobile networks > Mobile Data (in the image below it's called "Data connection")
- iOS: Settings > Cellular > Cellular Data
- Windows: Settings > Cellular + SIM > Data connection
- BlackBerry: Settings > Network and Connections > Mobile Network > Mobile Network & Data Services
5. 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 your device has an "Automatic" mode that allows it to move between data settings depending on what's available, then set it to that. If not, try different settings to see which works best in a given area.
6. 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 your device from the list.
7. 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 you downloaded around the time the problem started.
- Any downloaded battery saver apps.
8. Power cycle or soft reset your phone and remove the SIM card.
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 and the SIM card for about 30 seconds after you've shut the phone down. If your battery is not removable then just remove the SIM card. Then reinsert the battery and SIM card and power the phone back up.
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.