Internet connection or data issues

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

     

    For all issues, first check the following:

     

    • Your device has signal. If you don't have signal, check out Signal issues.
    • You're in an area with T-Mobile 3G, 4G, or 4G LTE coverage. You may experience slowness or connection issues if you're not.
    • Wi-Fi is turned off.
    • Your device has the latest software version.
    • You're using the web browser that came with the device, not a downloaded browser.
    • You haven't used all of your high-speed data bucket. See Data speeds for more information.
    • There are no apps running in the background and using data. If there are, turn them off or uninstall them.

     

    If you need help with doing any step, visit the Devices page, select your device, and find the steps.

     

     

    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.

     

     

    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. Test loading the web page. If you still can't access the web page, contact us for additional support.

     

     

    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.