Can't access the Internet or use data on your device

    Troubleshoot problems with connecting to the Internet or using data services such as video or music streaming, downloads, and more.

     

    If you need help performing any step, check the how-to guides for your device on the Device page.

     

    Before you get started, make sure of the following:

    • Your device has signal. If you don't have signal, check out Can't get signal.
    • You're in T-Mobile 3G, 4G, or 4G LTE coverage. You may experience slowness or connection issues if you're not in one of these coverage areas.
    • Wi-Fi is turned off.
    • Your device has the latest software version.
    • You're using the preinstalled browser, and not a downloaded third-party browser.
    • You haven't used all of your high-speed data bucket. If you have, check out Data speed FAQs for more information on slower speeds.
    • There are no apps running in the background and using data. If there are, turn them off and retest the issue. Uninstall the apps if you found this resolved the issue.

     

     

    Can't access the Internet

    1. Turn off your device.
    2. Wait five seconds and turn on your device.
    3. Retest the issue. Keep troubleshooting if you're still experiencing the problem.
    4. Clear your browser history.
    5. Retest the issue. Keep troubleshooting if you're still experiencing the problem.
    6. For Android devices:
      1. If the issue is specific to images not showing on web pages:
        1. Open the web browser on your phone.
        2. Tap Menu > More > Settings.
        3. Make sure that the Load images and Enable JavaScript checkboxes are selected.
        4. Tap Clear cache and Clear cookie data.
      2. Make sure that the Data Usage Limit setting is not limiting data use.
      3. Reset the device APN.
      4. Retest the issue. Keep troubleshooting if you're still experiencing the problem.
    7. Reset your device.
    8. Retest the issue.
    9. If the above steps have not fixed the problem, contact us.

     

     

    Internet or data speeds are slow

    1. Turn off your device.
    2. Wait five seconds and turn on your device.
    3. Retest the issue. Keep troubleshooting if you're still experiencing the problem.
    4. Clear your browser history.
    5. Turn your device off and on, and test the data speed.
    6. Open the Play Store, and download the Speedtest.net app.
    7. Run a speed test and check the results:
      • 2 Mbps or faster: This speed is optimal for a 4G or 4G LTE location.
      • Lower than 2 Mbps: Double-check to make sure that you're in a 3G area. If you are, this speed is normal. If you're in a 4G or 4G LTE location, contact us for additional support.

     

     

    Can't access a specific web page

    1. Try accessing the page from a computer.
      • If you can't access the page, there's a problem with that web page.
      • If you can access the page, continue troubleshooting on your device.
    2. Check for any errors. If you see an error that relates to blocking, restrictions, or filters, it's because because Web Guard is blocking the page.
    3. For Android devices:
    4. Clear your browser history.
    5. Turn the device off and back on, and retest the issue. Keep troubleshooting if you're still experiencing the problem.
    6. Reset the browser to default settings.
    7. Retest the issue. Keep troubleshooting if you're still experiencing the problem. If you still can't access the web page, contact us for additional support.