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Troubleshooting Data Connectivity Issues
Below are the steps to follow, in order, when a user reports a data connection outage or instability.
Start with the simplest checks before investigating configuration or platform-related causes.
Steps
1. Basic device-side checks
Ask the user to:
- Disable and then re-enable airplane mode
- Verify that mobile data is enabled
- Ensure the correct SIM is selected for data usage (dual SIM devices)
2. Check SIM status
Apply the steps described in “SIM Status Verification”.
👉 Do not proceed if the SIM is inactive or if no subscription is associated.
3. Restart the device
- Power off the device completely for 30 seconds
- Turn it back on
👉 This helps force reconnection to the network.
4. Check APN configuration
Incorrect APN settings are a common cause of data issues.
Verify that:
- The APN name is correct (no spaces, no case errors)
- The authentication type is correct
- The APN profile is properly saved and selected
Refer to the APN configuration article
(Internet access settings, tethering and MMS).
5. Perform a cross-test
- Test the SIM in another device
- Test another SIM in the same device
👉 Record the results with date and time.
6. Check network and signal
Ensure that:
- The device displays network coverage (not “No service”)
- The operator name is visible
- The selected network mode is compatible with the area
(e.g. not restricted to 5G in a 4G-only area)
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