No Internet / data: Windows Phone 7

    Understanding the Issue

    Use this document for troubleshooting no data connectivity or no Internet access on Windows devices.

     

    Related Errors

    • "Cannot connect to the Internet"
    • "Web page not available"

     

    Possible Causes

    • APNs are incorrect in the device
    • Network outage
    • Low Signal
    • Poor network connection

     

    Resolution Steps

     

    1. In the Notification bar, verify the device has two (2) or more bars of signal and it not in Airplane mode.
      • If the device is in Airplane mode, See device forums for steps to turn Airplane mode off.
    2. Verify the data settings are enabled, and Wi-Fi is off.  
      1. From the Home screen, swipe left to Applications.
      2. Scroll to, and tap Settings.
      3. Tap Cellular.
      4. Tap Data connection or verify that it is on.
    3. Verify the device APNs are properly configured and not disabled. See device forums for these steps.
    4. Verify data toggle is switched to on
    5. If you corrected device settings, test the data connection.
    6. Access the device's Internet settings and clear the Internet cache, Cookie data, history, form data, passwords, and location access.
      1. From the Start screen, swipe left.
      2. Tap Settings.
      3. Swipe left to the applications screen.
      4. Tap Internet Explorer.
      5. Tap delete history.
      6. Tap delete.
    7. Verify you are using the default Internet browser and not a third-party browser and retest.
    8. If the issue persists, remove the battery, when applicable, from the device.
    9. While the battery is removed, remove the SIM card and verify it is correctly provisioned on the account.
    10. Reinsert the battery, and turn the device back on.
    11. Retest.
    12. Test the Internet using a 2G connection only.
      1. From the Start screen, swipe left.
      2. Tap Settings.
      3. Tap Cellular.
      4. 3G connection slide switch to off.
    13. Have you recently installed or downloaded and applications prior to the issue starting? If so, uninstall the application and test the connection.
        Note: Do not master reset the device or remove every application. Only remove the applications that you may have downloaded within approximately the last 24 hours prior to the issue occurring, or that might interfere with connectivity.

     

     

    DOC-10132