Internet and data troubleshooting for Android devices

Can’t access the Internet

  1. Turn your device off.
  2. Wait 5 seconds and turn your device on.
  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. 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 check boxes are selected.
    4. Tap Clear cache and Clear cookie data.
  7. Check the Data Usage Limit setting is not limiting data use.
  8. Reset the device APN.
  9. Retest the issue. Keep troubleshooting if you’re still experiencing the problem.
  10. Reset your device.
  11. Retest the issue.
  12. If the above steps have not fixed the problem, contact us.

 

 

Internet or data speeds are slow

  1. Turn your device off.
  2. Wait 5 seconds and turn your device on.
  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 is optimal speed for a 4G or 4G LTE location.
    • Lower than 2 Mbps: Double check to make sure you’re in a 3G area. If you are, this is normal speed. If you’re in a 4G or 4G LTE location, contact us for additional support.

Original article can be found at https://support.t-mobile.com/docs/DOC-2742