Symptoms

• "Cannot connect to the Internet"
• "Web page not available"

What happens and why

• APNs are incorrect in the device
• Network outage
• Provisioning problem
• Low signal
• Poor network connection

Help

Use the following questions to narrow down the device symptoms:

• Is the problem with all web sites, or just a few? If only one or a few, see: Specific web sites not working
• Do web pages load eventually, just slowly? If able to connect slowly: See Slow data speed troubleshooting.
• Are you able to make and receive calls? If not, contact Customer Care from a different line for further assistance.
• Do you have at least 2 bars of signal? If not, see Signal  troubleshooting

How to

1. Check for any documents in the device space or known issues. See: Device Space
2. Check device settings (Data enabled, Packet Data, Wi-Fi, Airplane mode).

   Android 4.0/4.1 (HTC Sense)

   1. From the Settings menu, look under Wireless & Networks.
   2. Verify the toggle next to Wi-Fi is turned off.
   3. Verify the toggle next to Airplane Mode is turned off.
   4. Verify the toggle next to Mobile Network or Mobile Data is turned on
   5. Select Mobile Network or Mobile Data.
   6. Verify Data Roaming is turned on.

   Android 4.0 / 4.1 / 4.2 (Sony, Samsung TouchWiz, LG Optimus, Nexus, Huawei)

   1. From the Settings menu, look under Wireless & Networks.
   2. Verify the toggle next to Wi-Fi is turned off.
   3. Verify the toggle next to Airplane Mode is turned off.
   4. Verify the toggle next to Mobile Network is turned on
   5. Select Mobile Network
   6. Verify Data Roaming is turned on.
   7. From the Settings menu, look under Wireless & Networks or look for the Connections tab.
   8. Verify the toggle next to Wi-Fi is turned off.
   9. Touch More settings, More networks, or More...
   10. Verify the Airplane Mode check box is turned off.
   11. Touch Mobile Networks.
   12. Verify the Data roaming check box is turned on.
   13. Verify whichever check box appears is turned on:
       • LG: Data enabled
       • Samsung Android 4.0: Use packet data
       • Samsung Android 4.1: Mobile data
       • Sony: Mobile data traffic
3. Check the Data Usage Limit setting is not limiting data use.
4. Reset device APN's. See: APN settings for data and picture messaging (MMS)
5. Clear Internet memory (cache, cookies, history etc)
   Android 4.0 / 4.1 / 4.2 (All overlays)
   1. Access the Internet browser or Chrome (Sony Xperia).
   2. Press the Menu button or three vertical dots in the upper right corner.
   3. Select Settings.
   4. Select Privacy & Security or Privacy then Clear browsing Data or Delete personal data.
   5. Select Clear Cache, Clear History, Clear all cookie history, Clear form data, Clear passwords,Clear location access then tap Done or Clear.
6. Turn the phone off and on again.
7. Test the internet connection. If it still does not work, then continue.
8. Test using 2G connection only
   

   Android 4.0/4.1 (HTC Sense)

   1. From the Settings menu, look under Wireless & networks
   2. Select Mobile Network or Mobile Data.
   3. Select Network Mode.
   4. Select GSM Only.
   5. Retest the connection on GSM Only.
   6. Toggle the device back to GSM WCDMA Auto mode and test the connection.
   7. If it works on 2G but fails on 3G/4G, contact Customer Care for further assistance.

   Android 4.0 / 4.1 / 4.2 (Sony, Samsung TouchWiz, LG Optimus, Nexus, Huawei)

   1. From the Settings menu, look under Wireless & Networks or on the Connections tab.
   2. Touch More settings, More networks, or More...
   3. Touch Mobile networks.
   4. For:
      • Samsung & Sony: Touch Network mode,  GSM only.
      • Huawei, LG & Nexus: Touch the Use only 2G networks check box to turn it on.
   5. Test the connection on GSM Only.
   6. Toggle the device back to GSM/WCDMA Auto mode and test the connection.
   7. If it works on 2G but fails on 3G/4G, contact Customer Care for further assistance.
9. Address 3rd party applications.
   • Uninstall any applications that were downloaded around the time the problem started.
   • Verify the default Android browser is being used and not a 3rd party browser.
   • Uninstall any 3rd party battery saver applications.
10. If all of the above steps do not resolve the issue, perform a master reset.