Mobile Internet & Data Issues How To Fix
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For your device to connect to the Internet, make sure:
Your device has been restarted. See why it's important to Restart your device regularly.
It has at least two signal bars. If not, see Signal issues / no service troubleshooting.
Airplane mode is turned off.
Data roaming is turned on if you're roaming across cellular networks.
Wi-Fi is turned off and you're using T-Mobile data. If you're only having trouble when on Wi-Fi, see Wi-Fi troubleshooting.
Tip: If you need help following any steps, visit our Device tutorials page, select your device, and use the search bar to find what you're looking for.
- In device settings set the Network Mode to 2G/3G/4G/LTE or Auto mode.
- Delete the cache, cookies, and history in your browser.
- Uninstall downloaded apps such as 3rd party browsers, battery savers, launchers/home screen apps, or any other recently downloaded apps.
- Android devices:
- Reset the device APNs to default. For non-T-Mobile phones, see BYOD T-Mobile data & APN settings.
- Wipe the cache partition.
- Turn on data connection or packet data settings. If it's already on, toggle it off and back on.
- Turn off Data Usage Limit or Data Limit.
- Apple devices:
- Delete the configuration profiles for all apps you uninstalled. See Apple Support.
- Reset network settings in Settings > General > Reset > Reset Network Settings.
- Verify the T-Mobile Carrier Settings are up-to-date. See Apple Support.
- Update the device software to the latest version using Wi-Fi, if possible.
- Turn off any VPN settings or apps.
- 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.
- Turn on the device and test your internet.
- Slow Internet:
- Check that you haven't used all of your high-speed data bucket. See Data speeds for more information.
- If you used 50 GB of data this bill cycle, you're subject to lower network prioritization during times of local congestion. For more information, see Internet Services.
- Download the Speedtest.net app from the app store, using Wi-fi if possible, and run a speed test.
- 4G LTE (device data): 7-40 Mbps
- 4G: 2-6 Mbps
- 3G: 400-700 kbps
Note: Actual speeds can peak at double this speed, and expect minimums of < .1 Mbps.
- Check for any text messages indicating your domestic data roaming limit has been reached. If it has you can't use data roaming until your next bill cycle.
- Reset device APNs to default. For non-T-Mobile phones, see BYOD T-Mobile data & APN settings.
- In APN settings, verify that the APN protocol is set to IPv4/IPv6 Auto or IPv4 Only.
- Perform a manual network selection and try to connect every roaming partner's network at least three times.
- If roaming internationally, check whether your IMSI begins with 310260 in your phone settings. If not, to update the SIM card to use LTE.
Still need help?
If you still can't connect to the Internet while roaming, follow the No Internet (2G/3G/4G/LTE) or slow internet steps above to fix basic connection problems. Please open a support ticket.