Data/Internet Issues
Maria Ortega
Last Update 3 jaar geleden
- Check what plan the customer is on and make sure it has data included.
- Check the data balance.
- If the customer no longer has a data balance, offers to purchase an add-on or renew their plan, check if we can provide him with the courtesy data(500MB)
3. If the customer has a data balance and is still unable to access the Internet using your mobile data, try to have them turn off their phone, remove the SIM card for 30 seconds, insert the card in the phone, and switch it back on. If that still doesn't work, make sure of the following:
- Airplane mode is turned OFF
- Data roaming is OFF
- Cellular Data is ON and Wi-Fi is OFF
4. Delete the cache, cookies, and history in your browser.
5. Uninstall downloaded apps such as 3rd party browsers, battery savers, launchers/home screen apps, or any other recently downloaded apps.
6. Update the device software to the latest version using Wi-Fi, if possible.
7. Turn off any VPN settings or apps.
8. Remove the battery, and re-insert it. If you don't have a removable battery, press and hold the power and volume down buttons until it resets.
9. Turn on the device and test your internet.
10. If the issue persists, proceed with the APNs, and if that doesn't work, proceed with a Ticket.
Android devices:
a. Reset the device APNs to default.
b. Wipe the cache partition.
c. Turn on data connection or packet data settings. If it's already on, toggle it off and back on.
d. Turn off the Data Usage Limit or Data Limit.
Apple devices:
a. Delete the configuration profiles for all apps you uninstalled.
b. Reset network settings in Settings > General > Reset > Reset Network Settings.
c. Verify the T-Mobile Carrier Settings are up-to-date.
Find APNs here
MAY 3.15.21