Troubleshoot weak signal, bad reception, or connection issues
Note: If your phone has no signal at all, follow these steps and troubleshooting tips for no-service issues.
Noticing a weak signal or bad reception on your phone? Follow these steps to help resolve the problem.
Step 1: Check your coverage
Check out our coverage map for the mobile coverage in your area. Even if you were getting a strong signal before you started noticing issues, make sure to double-check the coverage.
Step 2: Check if the issue is occurring in a single location or multiple locations
If you’re experiencing a poor signal in only one location, please skip this step.
If you’re experiencing a poor signal on your phone in multiple locations, it may be a phone-related issue. Follow these simple steps:
Restart your phone
Try turning your phone off and waiting for 30 seconds before turning it back on. Sometimes this can help.
For steps on how to restart an iPhone or Android phone, visit Restart your mobile phone.
Reset Network Settings
Note: A Network Settings Reset will delete your saved WiFi and Bluetooth settings. Don’t forget to reconnect to WiFi after you do a reset.
Apple iPhone:
- Select Settings.
- Select General.
- Select Reset.
- Select Reset Network Settings.
- The phone will turn off and back on. When it's back on, check to see if you have service.
Android:
(Note: Every Android is slightly different. However, most will follow this basic formula. There are also some Android phones that don’t involve this step. If so, please continue to the next step.)
- Select Settings.
- Select General Management. (Also called System on different software versions)
- Select Reset.
- Select Reset Network Settings.
Step 3: Verify if the issue is happening both indoors and outdoors
If the issue is only happening indoors, your cellular service could be blocked by concrete, metal or several walls. If you go outside and your service is much better, then this may be the case.
If so, your best option is to use WiFi calling if you have a phone that supports it. Learn more about how to set up WiFi calling.
Step 4: Try a different network option on your smartphone
Apple iPhone:
- Select Settings.
- Select Cellular.
- Select Cellular Data Options.
- Under Enable LTE or Voice and Data, select Off or 2G/3G.
- If your device has service, please contact us.
Android:
(Note: every Android is slightly different. However, most will follow this basic formula.)
- Select Settings.
- Select Connections (sometimes called Network and Internet on different software versions).
- Select Mobile Networks. (Sometimes you will need to click on More first.)
- Select Network Mode.
- Select GSM Only.
- If your device has service, please contact us.
Step 5: Gather examples
Still experiencing issues after following the above steps and confirming you’re within the coverage area? Please take note of 2–3 recent examples (within the last 5 days). These could be dropped calls, a text that didn’t go through, or if your data isn’t working.
Make note of the phone number, the date and the time this happened and any error messages you may have received. Once you have 2 recent examples, continue to the next step.
Step 6: Visit our Network Help & Outages page
If the steps above don't fix your poor signal issues, please visit our Network Help & Outages page. Here, you can ask our virtual assistant AskJack about outages or other network issues.