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Mobile Coverage Issues

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Last updated by Christian Robinette

This article covers some common coverage and reception issues and what you can do about them.

CDMA Coverage Issues

1. I had great reception before, but it's suddenly much worse. What should I do?

Sometimes the tower information being pulled by your phone needs to be refreshed and a PRL update will take care of this. Check out this article for directions on how to run this update on your phone.

2. I've done a PRL update and it failed/hasn't helped. What now?

Further troubleshooting may be in order, but it's a good idea for us to check if there have been any outages in your area first. In order for us to do this accurately, you'll need to provide us with a street address or intersection where you're experiencing the poor coverage. When you've got this, get in touch so we can help.

3. What if there's a network problem?

In the case of a network outage or maintenance that may affect our customers, we'll post a notice in our Current Status forum and update as we get more information.

4. There should be data in my area but I can't access it.

Make sure that data is enabled on your account in the Device Settings as well as on your phone. If you're able to get a good data signal outside but not indoors, then it may be building materials or the building's Wi-Fi network interfering with the signal.  We also have guides to address the most common issues on CDMA.

5. Can I improve my reception in specific locations?

If you get poor reception at home or at another specific location, you can try using a signal booster like an Airave. The Airave uses your internet connection to help boost your cellular signal. Your billing doesn't change and apart from the cost of purchasing an Airave, there are no extra costs involved in using one.  

 

GSM Coverage Issues

1. I had great reception before, but it's suddenly much worse. What should I do?

Try the steps below depending on the issue you're experiencing.

1a. I'm having coverage issues in one location:

  • If your device supports it, try setting it to 2G data; if this fixes the issue, then the type of connection that your phone is trying to make may not be available either in that area at all or currently.
  • If your device has a case, try removing it. Some cases can interfere with signal.
  • If Wi-Fi calling is supported for your device, disable it and turn off Wi-Fi.
  • Set calling preferences back to Cellular from Wi-Fi (this setting is found in your Wi-Fi calling settings).
  • Check the exact address on our Coverage map to view the signal strength

1b. I'm having coverage issues everywhere:

  • If your device has a case, try removing it. Some cases can interfere with signal.
  • If Wi-Fi calling is supported for your device, disable it and turn off Wi-Fi.
  • Set calling preferences back to Cellular from Wi-Fi (this setting is found in your Wi-Fi calling settings).
  • Set your network mode to auto or the one that covers the most options so it can connect.
  • If your device supports it, try setting it to 2G data; if this fixes the issue, then the type of connection that your phone is trying to make may not be available either in that area at all or currently.
  • Update your device's software to the most recent version.
  • Shut down the phone, remove the battery (if it's removable) and SIM card. Wait about 10 seconds and then reinsert the battery and SIM and reboot.
  • Ensure the correct APNs are set on the device for Android or iOS

1c. I'm having coverage issues when I'm on 3G or 4G data:

  • If your device supports it, try setting it to 2G data; if this fixes the issue, then the type of connection that your phone is trying to make may not be available either in that area at all or currently.  It can also help to set the mode to 2G and then back to LTE to refresh the signal.
  • Shut down the phone, remove the battery (if it's removable) and SIM card. Wait about 10 seconds and then reinsert the battery and SIM and reboot.
  • Try a manual network selection.

2. I've done the steps above and it hasn't helped. What now?

Further troubleshooting may be in order, but it's a good idea for us to check if there have been any outages in your area first. In order for us to do this accurately, you'll need to provide us with a street address or intersection where you're experiencing the poor coverage. When you've got this, get in touch so we can help.

3. What if there's a network problem?

In the case of a network outage or maintenance that may affect our customers, we'll post a notice in our Current Status forum as well as update our Ting Status page.  The pages will be updated as we get more information.

4. There should be data in my area but I can't access it.

Make sure that data is enabled on your account in the Device Settings as well as on your phone. If you're able to get a good data signal outside but not indoors, then it may be building materials or the building's Wi-Fi network interfering with the signal.  This guide covers addressing the most common issues on GSM.

5. Can I improve my reception in specific locations?

If you get poor reception at home or at another specific location, you can try using a signal booster like a Cel-fi.  Some devices are also capable of using wifi calling to boost an existing cellular signal.

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Comments

  • Avatar
    George Neal

    I have no coverage or data on my phone

  • Avatar
    Mitch Surprenant

    Hey George, it looks like you opened a help request with us at help@ting.com. Smart move! We'll get you up and running in no time.

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