Signal issues / no service troubleshooting

If your device has no signal bars or shows a "no service" error, it can leave you high and dry from your friends and family. We want to fix that.

 

However, if the phone shows signal bars but does not call, text, or connect to data, then instead see:

 

 

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

 

No signal

  1. Restart the device. Restart your device regularly to reconnect to the network, especially after travelling between towers.
  2. See the Coverage Map to ensure your area is within T-Mobile coverage.
    • If it's not, we cannot provide or guarantee service.
    • Visit https://howmobileworks.com, and sign our petition to improve coverage in your local area.
  3. On My T-Mobile, log in to check that your line is active (or for prepaid lines, it must have a balance).
  4. Check that Airplane mode is off.
  5. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only.
    • This prevents any Wi-Fi Calling issues with interfering with signal.
    • If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems. instead.
  6. Turn off Wi-Fi to ensure you're using T-Mobile network.
  7. Check the device Network mode is set to Auto.
  8. Remove any cases or covers from the device.
  9. For Apple iPhone:
  10. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps.
  11. Perform a manual network selection, to look for networks your device can connect to. If you see:
    • Registered to T-Mobile network, but no signal: The problem is likely low or no coverage. If the coverage map showed good coverage, try switching to 2G or turning off LTE, then Contact us to tell us if it helped or not.
    • T-Mobile network is not available: The problem is likely no coverage. If the coverage map showed good coverage, perform a master reset.
    • T-Mobile network is available, but cannot connect: We'll need to check your SIM card when you contact us.
    • Network selection gets stuck or gives error: Perform a master reset. If that doesn't help, we'll need to check your SIM card when you contact us..
  12. Remove the SIM card from the device.
    • If you see chips or discoloration in the copper plating, we'll need to check your SIM card for replacement when you contact us.
    • If it's OK, re-insert it back into the SIM slot.
  13. Check for signal.
  14. If the phone still shows no signal bars or shows a "no service" error, Contact us.
    • If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+).
    • Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

 

 

Report location without service

If you have no service in a location where you normally have coverage, please start by turning your device off and on again. Then follow No signal steps above. We just want to take care of any other problems first.

 

When you're done with the steps, you'll need to Contact us to have one of our experts file a ticket. If you can't call us, that's OK. You can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). We can help through any of those options.

 

Alternately, if you're in a location where you want to see coverage improved, visit https://howmobileworks.com, and sign our petition to improve coverage in your local area.