No Internet (phone or tablet) troubleshooting

If your phone or tablet's Internet is out, it's impossible to stay connected on social media, get email, navigate with maps, or use other apps. Let's reconnect your device.

 

Follow steps below to troubleshoot if your device has no data service, but is still able to call or text.

 

 

 

If you need help with steps on your device, visit the Devices page, select your device, and look under Help Topics for the steps.

 

 

What's normal

Let's begin with how your device should work:

 

  • It's normal for buildings to impact the signal or speed of your data. If your inside, move outside to see if there are any improvements.
  • Some websites or apps may take additional time to load, depending on the content or abundance of memes. Give it a moment to catch up and see if your data is working.
  • Most devices don't work as fast as a computer.

 

No Internet

  1. Check the signal indicators at the top of the screen:
    • It must show at least 2 signal bars. If fewer, your signal is too low for reliable data speeds. Check out Signal issues.
    • It must also show a data service icon (3G, 4G, or LTE). If not, see Not connected to 3G, 4G, or LTE .
  2. See the Coverage map to ensure your area has T-Mobile 3G, 4G, or LTE coverage.
  3. Check that Airplane mode is off.
  4. Turn off Wi-Fi to ensure you're using the cellular network.
  5. Turn on LTE in settings.
  6. Set the device Network Mode to 2G/3G/4G/LTE or Auto mode.
  7. Turn on data roaming in device settings.
  8. Restart the device.
  9. If the problem is in the web browser, clear your browser cache, cookies, and history.
  10. Uninstall downloaded apps such as:
    • Web browser apps (Use the web browser that came with the device, not a downloaded one.)
    • Battery saver apps
    • Launchers or home screen apps
    • All apps you downloaded around the time the problem started
  11. For Android devices:
  12. For Apple iPhone:
  13. Update the device software to the latest version. You can do this over Wi-Fi.
  14. Turn off any VPN setting or app that you may have enabled.
  15. If available, move the SIM card to another T-Mobile device and test if the Internet works or not. This test will help Customer Care diagnose the problem.
  16. If Internet still is not connecting, please Contact Us for additional help. We may need to check a few account settings and look at the local network in more detail for you.

 

No Internet while on a call

  1. While on a call, make sure the device shows 3G, 4G, or LTE. If connected on 2G or lower (may show GPRS or EDGE), you cannot use calling and data services simultaneously.
  2. Turn on VoLTE in device settings. This improves call quality and allows you to stay connected to LTE data while on a call.
  3. Restart the device.
  4. For Android devices:
  5. For Apple iPhone, reset network settings. (Settings > General > Reset > Reset Network Settings)
  6. If Internet still is not connecting, please Contact Us for additional help. We may need to check the local network in more detail for you.

 

No Internet while roaming

  1. Check if a network short code needs to be used. Dial #RON# (#766), then Send to enable data roaming on the network.
  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. Turn on data roaming in device settings. (Visit the Devices page for help with these steps.)
  4. Reset device APNs to default. (For non-T-Mobile phones, see BYOD T-Mobile data & APN settings)
  5. In APN settings, verify APN protocol is set to 'IPv4/IPv6 Auto' or 'IPv4 Only'.
  6. Perform a manual network selection to select every roaming partner's network and test. Attempt to connect to each provider at least 3 times. (Visit the Devices page for steps, and look in Connections & Network for the Network, APN, VoLTE page.)
  7. If roaming internationally, check the SIM card begins with 310260. If not, Contact Us to update the SIM card to use LTE.
  8. Follow No Internet steps above, to fix basic connection problems that could also affect you when not roaming.
  9. If Internet still is not connecting, please Contact Us for additional help. We may need to check a few account settings and look at the roaming network in more detail for you.

 

 

Related pages

Internet browser or web page troubleshooting

Slow Internet troubleshooting