I can't use mobile Internet

If you cannot connect to the Internet using your mobile, try these troubleshooting tips:

Account Troubleshooting

  • For prepaid, check if your balance is at least Php5.00 (to allow for regular mobile data rate of P5 for 15 minutes if not registered to a mobile data subscription).
  • For postpaid, check if your account is already redirected. A voice message will inform you if your account is redirected if you try making a call.

Signal Troubleshooting

  • If you have low signal reception, try shifting locations, preferably somewhere more open and with less surrounding obstacles such as concrete walls.
  • For faster connectivity, try shifting location if the signal you are acquiring is 2G.

Device Troubleshooting

  • Make sure your handset is internet-capable and mobile data feature is turned ON. For LTE data connectivity, make sure that LTE feature is turned ON.
  • Clear your internet browsers cache and browsing history.
  • Go to Network Mode setting and lock it to 3G/WCDMA/HSPA/HSPA+ or LTE/4G, whichever is applicable.
  • Refresh your handset by turning it OFF and then back ON.
  • Check if Internet/MMS setting is properly set in the phone setting.
  • For 3G data connectivity, lock the devices Network Mode to 3G, if available. If phone network mode is set to Auto, this may cause slow to no connection if phone would shift signal often.
  • For LTE data connectivity, ensure LTE feature is turned ON or that Network Mode selected is LTE.

SIM Troubleshooting

  • Transfer SIM to other working device to check if SMS will work.
  • For LTE data connectivity:
    • For prepaid, LTE SIM is necessary. SIM replacement is needed if current prepaid SIM is not an LTE-capable SIM.
    • For postpaid, SIM cards issued in 2010 and earlier are not LTE-ready yet and will require SIM replacement.

If you cannot connect via mobile Internet while using international roaming, click here.


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