No Internet or data (phones or tablets)

If your device won't connect to the Internet, but you can still call or text, read on! We'll do our best to get you reconnected.

 

 

 

Read me first

For your device to connect to the Internet, make sure:


check.PNG  It has at least two signal bars. If it doesn't, your signal is too low for reliable data speeds. Check out Signal issues / no service troubleshooting instead.

check.PNG  It displays a data service icon (3G, 4G, or LTE). If not, see No icon for 3G, 4G, or LTE.

check.PNG  It has coverage in your current location. Buildings can impact data signal or speed. If you're inside, move outside to check for improvement.

check.PNG  Airplane mode is turned off.

check.PNG  Data roaming is turned on if you're roaming across cellular networks.

 

If your device meets the criteria above, but still won't connect to the Internet, proceed with the troubleshooting steps below.

 

Tip: If you need help with any of these steps, visit our Device tutorials page, select your device, and use the search bar in upper right to find what you're looking for.

 

No Internet

  1. Turn off Wi-Fi to ensure you're using the T-Mobile network.
  2. Turn on LTE in device settings.
  3. Set the device Network Mode to 2G/3G/4G/LTE or Auto mode.
  4. Restart the device and try to connect to the Internet.
  5. If you're only having problem the the browser, delete the cache, cookies, and history.
  6. Uninstall downloaded apps such as web browsers (use the browser included with the device), battery savers, launchers or home screen apps, or any apps you downloaded around the time the problem started.
  7. (Android only) Follow the steps below and try to connect to the Internet:
    • Reset the device APNs to default. (For non-T-Mobile phones, see BYOD T-Mobile data & APN settings.)
    • Wipe the cache partition.
    • Turn on data connection or packet data settings. (If it's already on, toggle it off and back on.)
    • Turn off Data Usage Limit in device settings.
  8. (iPhone only) Follow the steps below and try to connect to the Internet:
  9. Update the device software to the latest version (you can update over Wi-Fi).
  10. Turn off any VPN settings or apps.
  11. If you have another T-Mobile device, move the SIM card to that device and try to connect to the Internet. If you can connect with that device, contact us, so we can diagnose the problem with your primary device.

 

 

No Internet only while on a call

  1. Make sure you're connected to 3G, 4G, or LTE. If your device is connected on 2G or lower (for example, GPRS or EDGE), you can't use calling and data services simultaneously.
  2. Turn on VoLTE in device settings to improve call quality and stay connected to LTE data while on a call.
  3. Restart the device.
  4. (Android only) Wipe the cache partition and reset the device APNs to default. (For non-T-Mobile phones, see BYOD T-Mobile data & APN settings.)
  5. (iPhone only) Reset network settings (Settings > General > Reset > Reset Network Settings).

 

Still need help?

If you still can't connect, contact us so we can check the local network in more detail for you.

 

 

No Internet only while roaming

  1. Dial #RON# (#766), then Send to enable data roaming on the network, so you can connect to the Internet.
  2. Check for any text messages indicating your domestic data roaming limit has been reached. If it has:
    • You're restricted from using data on roaming networks, but can still use it on T-Mobile.
    • Your limit will reset at the beginning of the next bill cycle, and then you can use roaming data again.
  3. Reset device APNs to default. (For non-T-Mobile phones, see BYOD T-Mobile data & APN settings.)
  4. In APN settings, verify that the APN protocol is set to IPv4/IPv6 Auto or IPv4 Only.
  5. Perform a manual network selection to select every roaming partner's network and try to connect to each provider at least three times.
  6. If roaming internationally, check whether your SIM card begins with 310260. If not, Contact Us to update the SIM card to use LTE.

 

Still need help?

If you still can't connect to the Internet while roaming, follow the No Internet steps above to fix basic connection problems that could also affect you when not roaming.

 

Related pages

Internet browser or web page troubleshooting

Slow Internet troubleshooting