Signal troubleshooting: Phone-first Handsets

Understanding the Issue

 

Use this document to troubleshoot problems related to signal / reception. These issues can be caused by coverage, your location, handset issues, or SIM exhaustion.

 


 

Resolution Steps

 

Select from the below scenarios:

 

 

  • Issue happens in one or multiple specific locations

    1. Make sure you are not on your device.
    2. Set the phone to connect to 2G only (not available on some handsets).
    3. Remove any skins / shells from the handset. Some third-party skins / shells have been found to significantly affect the handset's signal strength.
    4. Refer to the common procedures to verify airplane mode is not enabled.
    5. If you are still having the issue, contact us.

     

     

     

     

     

  • Issue happens everywhere

    1. Check if you are roaming.
    2. Make sure you are not on your device.
    3. Remove any skins / shells from the handset. Some third-party skins /  shells have been found to significantly affect the handset's signal  strength.
    4. Make sure your handset is NOT in Airplane mode.
    5. Make sure your handset is on the correct band (if applicable).
    6. Set the phone to connect to 2G only (not available on some handsets).
    7. Make sure your handset is using the latest version of software.
    8. Remove the battery and SIM card from the device.
    9. Reinsert the SIM card and battery, then turn the handset on.
    10. If you are still having the issue, contact us.

     

     

     

     

     

  • Issue only happens on 3G/4G

  •  

    When you use a 3G/4G-enabled device in a 3G or 4G area, the device automatically scans for the best available network. The device will display 3G, 4G, or H next to the signal bars when successfully registered on a 3G or 4G network.

     

    Note: 4G devices do not differentiate between 3G and 4G networks. If you are in a 3G or 4G network, your device will display as having a 4G connection.

     

    1. Refer to the device specifications to verify the device is 3G or 4G capable.
      • If not, you will need to upgrade to a 3G or 4G device to take advantage of the enhanced speeds.
    2. Refer to the device common procedures to verify the device is not set to connect to 2G only.
    3. Turn off the device and remove the battery.
    4. Insert the battery and turn their device back on.
    5. Performing a manual network selection and test the issue.
    6. If you are still having the issue, contact us.

     

     

    DOC-37514