Internet / data troubleshooting: Android

    Troubleshoot problems with internet or data services.

     

     

     

     

    No Internet / data

     

    If your apps and web browser cannot to the Internet or you get "Web page not available" errors on all pages, follow these steps:

     

    1. Are you able to make and receive calls? If not, contact us from a different line.
    2. Do you have 2 bars of signal or more? If not, go to Signal  troubleshooting.
    3. Check your device settings. See your device > Settings > Network, and then:
      • Follow APN & data settings.
      • Turn off airplane mode
      • Turn on data roaming
      • Turn on mobile internet (if available)
    4. Check the Data Usage Limit setting is not limiting data use. See your device > Media & Internet > Data usage Limit.
    5. Reset the device APN.
    6. If the problem is only in the web browser, clear the cache of the Web or Internet app. See your device > Apps > Clear & uninstall app.
    7. Turn the phone off and back on, and test the internet.
    8. Open your device space, and look for any documents about internet to help.
    9. Check third-party apps:
      • Uninstall all launchers or home screen apps (examples: Nova or Apex). They interfere with menu settings.
      • Uninstall all applications you downloaded around the time the problem started.
      • Uninstall all downloaded battery saver apps.
      • Use the pre-installed Android or Chrome browser.
    10. Turn the phone off and back on, and test the internet.
    11. Perform a master reset. See your device > Settings > Master reset.
    12. Test the device in 2G / EDGE. See your device > Settings > Network > Switch 2G / 3G.

     

     

    Slow Internet

     

    • Web pages will not load
    • Web pages take a long time to display
    • Downloads taking a long time to complete

     

    Data speeds on a wireless network constantly fluctuate, so it is common to have temporary lag in speed. If you have sustained slow speeds, follow these steps:

     

    1. If you received text messages that your data speed will be reduced, see: Data speed FAQs.
    2. Do you have 2 bars of signal or more? If not, go to Signal  troubleshooting.
    3. Check your device is 3G, 4G, or LTE capable. See your device > Hardware > Tech specs.
    4. Turn off Wi-Fi. See your device > Settings > Wi-Fi.
    5. Turn on 3G/4G/LTE. See your device > Settings > Network.
    6. Clear the browser history, cookies, and cache. See your device > Media & Internet > Internet browser.
    7. Turn off third-party apps running in the background that may use the data connection.
      Note:See your device > Settings > Internal memory (RAM) > Task manager and also your device > Media & Internet > Sync and turn off background sync.
    8. If the browsing speed improves when apps are closed (or if you could not turn them off), uninstall the apps.
    9. Open your device space, and look for any documents about internet to help.
    10. Turn your device off and on, and test the data speed.
    11. Check your location in the Personal Coverage Check, and use the 3G/4G tab and 2G/voice tab to see available coverage.
    12. Check if your location is a part of the 4G LTE Coverage market.
    13. Open the Play Store, and download the Speedtest.net app. (It works best to download over Wi-Fi.)
    14. Run the speed test:

      Download speedThen...
      Test showed 2000 kbps (2 Mbps) or faster

      This speed is normal for a 4G/LTE device. If data still seems slow to you, it may be temporary or see Data speed FAQs.


      Test showed between 1000-2000 kbps (1-2 Mbps) In the Personal Coverage Check, if it shows you have:
      • 2G or 3G: The speed is normal for the location. If data still seems slow to you, it may be temporary or see Data speed FAQs.
      • 4G or LTE: If you have a 4G/LTE device, contact us from a different line.

      Test showed 1000 kbps (1 Mbps) or lower

       

      Or cannot perform speed test

      In the Personal Coverage Check, if it shows you have:
      • 2G: The speed is normal for the location. If data still seems slow to you, it may be temporary or see Data speed FAQs.
      • 3G or 4G or LTE: Contact us from a different line.

     

     

    Website not working

     

    If a specific website does not load or gives an error but your internet is working on other websites or apps, follow these steps:

     

    1. If your browser gives an error that it is blocked, restricted, or filtered, the site is being blocked by WebGuard due to the content.
    2. Are you using the Android or Chrome browser? If not, see Apps troubleshooting.
    3. If web page content is filtered by Google Safe Search: Safe search setting does not work.
    4. If images are broken, see: Images do not display in web browser on Internet.
    5. If videos or menus are not working, the website may require Adobe Flash or another third-party app. These are not supported.
    6. In the web browser settings:
      • Clear the Internet cache, cookies, and history. See your device > Media & Internet > Internet browser.
      • Check that Block pop-ups is turned off.
      • Check that Enable JavaScript is turned on.
      • On Android 4.0 or above, toggle Desktop mode:
        1. From the browser, touch Menu.
        2. Turn on or turn off the Desktop view or Desktop mode check box.
    7. Turn the phone off and back on, and test the website again.
    8. Reset the browser to default settings
      1. Open the Internet / Browser.
      2. Press the Menu key.
      3. Select Settings.
      4. Select Advanced.
      5. Select Reset to default.
    9. Turn the phone off and back on, and test the website again.
    10. Access the website from a computer.
      • If the website fails from a computer, the problem is with the website.
      • If the website works from a computer, contact us from a different line.