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I have no internet connection

  • Tech Support
Oct 22, 2021

 

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

Account Troubleshooting

  • 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. 

Signal Troubleshooting

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

Device Troubleshooting 

  • 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.

SIM Troubleshooting

  • 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.