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, ensure 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.

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

Ensure your device is internet-capable and the mobile data feature is turned ON.
Refresh your device by turning it OFF and then back ON.
Go to the Network Mode setting and lock it to 3G/WCDMA/HSPA/HSPA+ or LTE/4G, whichever is applicable. You may set it 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.

Transfer SIM to another working device to check if you can connect to the internet.
For LTE data connectivity, ensure you have at least an LTE SIM. SIM replacement is needed if the current prepaid SIM is not an LTE-capable SIM. Click here to find out how.

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