What to Do If You Have No Internet Connection

If you are experiencing no internet connection, try these troubleshooting tips:

Check your account

• For Prepaid, make sure that you are registered to a data promo and have enough data allocation.

• For Postpaid, check if your account is redirected. If you try making a call while your account is redirected, you will hear a voice message informing you of your account status. If your account is active, check if you still have data allocation. 

Try changing locations to improve your signal

• If you have low signal reception, try changing locations, preferably somewhere more open and with less surrounding obstacles such as concrete walls.

Optimize your device

• Make sure your device is internet-capable and mobile data feature is turned ON.

• Refresh your device by turning it OFF and then back ON.

• Go to Network Mode setting and lock it to 3G/WCDMA/HSPA/HSPA+ or LTE/4G, whichever is applicable. You may set it to back to Auto once you are in a location where you’re not experiencing internet connection issues. 

• Reset your APN settings to default.

• If your browser is not loading, clear your internet browser's cache and history.

Try another device

• Transfer SIM to other working device to check if you are able to connect to the internet.

• For LTE data connectivity, make sure that you have at least an LTE SIM. SIM replacement is needed if current prepaid SIM is not an LTE-capable SIM. Click here to find out how. 

If problem persists, reach out to us so we can help. Visit this link to know where to contact us.