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Mobile Coverage Issues

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Last updated by Isabel M

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 with us 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.

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).

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.

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.
  • 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 with us 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.

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