Signal troubleshooting: Android

    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 a specific location

    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. Verify that Wi-Fi is turned off using the common procedures for Wi-Fi calling, if available.
    6. Adjust the Wi-Fi calling preferences to Cellular Network using the common procedures for Wi-Fi calling, if available.
    7. 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. Verify that Wi-Fi is turned off using the device How Tos for Wi-Fi calling, if available.
    6. Adjust the Wi-Fi calling preferences to Cellular Network using the device How Tos for Wi-Fi calling, if available.
    7. Make sure your handset is on the correct band (if applicable).
    8. Set the phone to connect to 2G only (confirm 2G capabilities on the device Tech Specs).
    9. Make sure your handset is using the latest version of software.
    10. Remove the battery and SIM card from the device.
    11. Reinsert the SIM card and battery, then turn the handset on.
    12. If you are still having the issue, contact us.

     

     

     

     

     

    Issue only happens on 3G/4G

     

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

     

    1. Refer to the device specifications to verify the device is 3G, 4G, or LTE capable.
      • If not, you will need to upgrade to a 3G, 4G or LTE device to take advantage of the enhanced speeds.
    2. Refer to the device how to's 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.