• Author / Uploaded
• Andres Alvarado

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El telefóno envía la llamada pero no se puede escuchar la otra parte

Este problema puede resolverse encendiendo y apagando el altavoz, presionando el ícono de altavoz en la pantalla, hasta que empieces a escuchar a la otra persona en la llamada. Este pequeño truco funciona el 90% de las veces y activa el encendido y apagado del altavoz del teléfono y le permite funcionar otra vez desde que estaba apagado. Las llamadas terminan automáticamente cuando intentas enviarlas cuando la memoria del iPhone está llena y el teléfono no puede procesar las llamadas que intentas realizar. El iPhone necesitará memoria para todo tipo de tareas. Una vez que liberes espacio en la memoria del iPhone, podrás darte cuenta que puedes realizar llamadas a tus seres queridos y amigos una vez más. Las llamadas entrantes se contestan automáticamente Este problema está presente porque el botón de Menú del teléfono está atascado y se presiona por sí solo y, además, tienes seleccionada la opción de contestar llamadas con el botón de Menú. Para solucionar este problea, tendrás que llevar a arreglar el botón de Menú o cambiar la opción de permitir que el botón de Menú conteste llamadas. El iPhone se queda atascado en llamada entrante pues está atascado durante una llamada entrante. Ahora tienes que intentar quitar el paquete de batería de tu iPhone para apagarlo. Este problema es ocasionado por aplicaciones incompatibles en el dispositivo, especialmente si has hecho "jailbreak" a tu iPhone, es probable que experimentarás este inconveniente. Cuando los datos están encendidos, el teléfono no acepta llamadas así que es claro que el modo de datos es la causa del problema. A fin de solucionar el problema, puedes apagar los datos y hacer y recibir tus llamadas, o reiniciar el iPhone y luego podrás ser capaz de recibir y realizar tus llamadas. Si el inconveniente todavía existe, entonces tendrás que realizar una restauración de fábrica vía iTunes en tu PC. Androi También se puede resetear incluso sin iniciar el móvil, para ello con el móvil apagado hay que pulsar a la

vez los botones de encendido y volumen (+) para que seguidamente se abra un menú de restauración de fabrica. Esto puede salvar el movil si no se puede iniciar el sistema en caso de que este este dañado. Si usted ha seleccionado su cuenta de Google como el método por defecto para almacenar tus contactos, todos ellos se vuelve a llenar de Google después de configurar su teléfono. Si usted quiere estar seguro de que usted está guardando la configuración, etc. descargar Titanium Backup desde el Google Playstore y hacer una copia de seguridad completa. Después de restablecer el teléfono, vuelva a Ti y, a continuación, hacer un restaurar a partir de copia de seguridad. Super simple! 1: Primeros pasos con G Cloud Backup Imagina que un día pierdes tu smartphone. Si eres un usuario disciplinado realizarás una copia de seguridad diaria de tus fotos, tus contactos, los registros de las últimas llamadas y SMS recibidos, etc. Por lo que, salvo el disgusto de perder el smartphone, no habrá mayores pérdidas. Por desgracia, no todos los usuarios son tan disciplinados como dicta la lógica, y por eso se hacen necesarias apps como G Cloud Backup. Con esta app, tu teléfono realizará las copias de seguridad de tu Android de forma totalmente automática. De ese modo podrás dedicar tu tiempo a cosas más interesantes que realizar copias de seguridad de tu Android en la nube.

El primer paso será, como no podía ser de otra forma, instalar la app de G Cloud Backup en tu dispositivo. La app es compatible con tablets y smartphones y está disponible en Google Play, por lo que una simple búsqueda por su nombre desde la app de Google Play bastará para localizarla e instalarla en tu dispositivo. Con el primer inicio de la app será necesario identificarse mediante un registro para poder acceder al espacio gratuito en la nube en el que se guardarán tus backups. Tras insertar una dirección de correo y contraseña, procede a indicar qué datos quieres que G Cloud Backup guarde en tus copias de seguridad. Marca los elementos de la lista que quieras incluir en tu backup. Algunos de ellos, como las fotos o vídeos, cuentan con un menú desplegable con opciones que te permiten diferenciar si quieres incluir solo los archivos que se han tomado desde la cámara del dispositivo, o se debe incluir cualquier vídeo o foto que se almacene en el dispositivo. Lo más recomendable es respaldar únicamente las que se han tomado desde el dispositivo para no agotar el espacio de almacenamiento. Cuando termines, pulsa sobre Hecho. Para configurarla, accede al menú lateral de la app tocando sobre el icono de la esquina superior izquierda, o desliza el dedo desde el lateral izquierdo al centro de la pantalla. En este menú, toca sobre la opción Ajustes. En este apartado, toca sobre la opción Subida automática. Haciendo caso al refranero: “Nadie se acuerda de Santa Bárbara hasta que truena”, lo que traído a las copias de seguridad viene siendo que nunca agradecerás más haber hecho una copia de seguridad como cuando pierdes tu smartphone o los datos que contenía. Al contar con una copia de seguridad en la nube, podrás acceder a tus datos no sólo desde el dispositivo que estás respaldando, sino desde cualquier smartphone, tablet u ordenador con conexión a Internet. El primer paso será instalar la app en el nuevo dispositivo y acceder a ella con el nombre de usuario y contraseña de la cuenta de G Cloud Backup que has creado en el primer apartado. A continuación, despliega el menú lateral de la app y toca sobre Restaurar. Después, toca sobre la copia de seguridad que quieres restaurar—que habitualmente será la última copia de seguridad realizada—y marca los elementos que deseas restaurar al nuevo dispositivo. Ahora, toca sobre Restaurar y se iniciará el proceso de descarga de datos y restauración. Cuando termine, G Cloud Backup te informará de que el proceso se ha completado con éxito y volverás a tener tus datos en tu nuevo dispositivo.

Google Drive (gratuito, con tienda en la aplicación)

One Drive One Drive es otra de las aplicaciones que te permite subir en línea algunos de tus archivos, como por ejemplo las fotografías y todo lo que tenga que ver con tu vida personal. Tendrás la posibilidad de

compartirlos con las personas que quieras, incluso posee una versión para empresas en las que podrás subir tus archivos de trabajo.

Device has signal, but no data connection 1. Check your device shows at least 2 bars signal. If you have less, your signal is too low for reliable data speeds. Check out Signal issues. 2. See the Coverage map to ensure your area has T-Mobile 3G, 4G, or LTE coverage. 3. Check if your device shows a 3G, 4G, or LTE icon by the signal bars. If it does, instead follow No Internet. 4. Restart the device. Restart your device regularly to reconnect to the network, especially after travelling between towers. 5. Turn off Wi-Fi to ensure you're using T-Mobile network data. 6. Check the device settings: (If you need help, look up the instructions or Tech specs for your phone in Devices) o Your device must support 3G, 4G, or LTE. o Data and packet data settings are turned on. o Data roaming is turned on. o Wi-Fi Calling preference is set to "Cellular preferred." o Network mode is set to "Auto." 7. For Android devices: (Visit the Devices page for help with these steps.) o Reset the device APNs to default. o Wipe the cache partition. 8. For Apple iPhone: o Reset network settings. (Settings > General > Reset > Reset Network Settings) o Verify the 'T-Mobile Carrier Settings' are up to date. Update your carrier settings on your iPhone or iPad - Apple Support 9. Update the device software to the latest version. Visit the Devices page for current versions and steps. 10. Remove the battery, and re-insert it. o If the device doesn't have a removable battery, press and hold the power button and volume down button for up to 15 seconds, until the device resets. o If you're unsure whether your device has a removable battery, open the Devices page to find your device's Device Details, Battery help. 11. Turn on the device. 12. If the problem continues, please contact us to reset your connection and look at the local network in more detail for you. 13. Un APN (Access Point Name) es el nombre de un punto de acceso que hay que configurar para quenuestro dispositivo se pueda conectar a Internet usando las redes de nuestra operadora y también para poder recibir y enviar mensajes multimedia

Internet browser or web page problems Web pages don't show images, or have security or certificate errors 1. Test loading the web page on a computer. If it fails, the website has general issues. Stop troubleshooting here, and contact the website owner. 2. Check if the website uses Adobe Flash. Mobile devices do not support Flash and cannot display any elements that use it. 3. Use the web browser that came with the device, not a downloaded browser.

4. Check that cookies are enabled in the web browser settings. 5. Clear your browser cache, cookies, and history. 6. In device settings, clear the Browser app cache and data. 7. Uninstall all apps you downloaded around the time the problem started. 8. Update the time and date on the device, and enable auto-update. 9. Restart the device. 10. For Android devices: o Turn on 'Enable JavaScript' setting. o Reset the web browser to default settings. 11. For Apple iPhone, reset network settings. (Settings > General > Reset > Reset Network Settings).

Specific web page doesn't load 1. Check if you see any Web Guard errors or messages. T-Mobile allows you to enable Web Guard to filter web sites that may have inappropriate content, and it must be disabled to access them. 2. Test loading the web page from a computer. If it fails, the website has general issues. Stop troubleshooting here, and contact the website owner. 3. Check if the website uses Adobe Flash. Mobile devices do not support Flash and cannot display any elements that use it. 4. Turn off Wi-Fi to ensure you're using T-Mobile network data. 5. Use the web browser that came with the device, not a downloaded browser. 6. Check that cookies are enabled in the web browser settings. 7. Clear your browser cache, cookies, and history. 8. Restart the device. 9. For Android devices: o Turn on 'Enable JavaScript' setting. o Turn off 'Block Pop Ups' setting. o Turn on 'Desktop Mode' setting to test. o Reset the web browser to default settings. o Google Safe search messages: If you are seeing a message like this, check out Safe search not working correctly on an Android device. 10. For Apple iPhone, reset network settings. (Settings > General > Reset > Reset Network Settings).

Mobile hotspot (stand-alone device) issues Mobile hotspot won't power on 1. Check the charging indicator lights up when you're charging your mobile hotspot. It can take up to 20 minutes for a charging indication when the battery is depleted. 2. Remove the battery and check it for damage, like missing contacts, swelling, or other physical defects. If there's damage, contact us. 3. Plug the mobile hotspot into the charger, and then plug the charger into a wall outlet. If the device shows that it's charging, try to power it on. If the device won't charge or power on, contact us.

Can't connect to a mobile hotspot 1. Check you're connecting to the mobile hotspot using WPS security. Mobile hotspots don't support other security methods. 2. Turn off the mobile hotspot.

3. Wait 5 seconds and then turn on the mobile hotspot. 4. Try connecting to the hotspot again. If you still can't connect to the mobile hotspot, contact us.

Mobile hotspot drops connected device 1. Check the following is true for your connected devices: o They are within 15 feet of the mobile hotspot. o They have a B and G Wi-Fi radio. o They don't have a Wi-Fi timeout function. 2. Turn off the mobile hotspot and reset the router. 3. Wait 5 seconds and turn on the mobile hotspot. 4. Connect a device to the mobile hotspot. 5. Test for dropped connections. If the mobile hotspot still drops a connected device, contact us.

Internet and data issues when using a mobile hotspot 1. Check the following: o You're in T-Mobile coverage. o Your mobile hotspot is turned on and has signal. If it doesn't have signal, check out Signal issues or no service. o You can connect to your mobile hotspot from your computer or phone. o You mobile hotspot device has the latest software version. o You don't have any programs running in the background on your computer. Apps running in the background can cause a slow browsing experience, especially if they use an Internet connection. 2. If multiple devices are connected, check for browsing issues on the other connected devices. If only one device has browsing issues, then the issue isn't with the mobile hotspot. 3. Clear the browser history and try accessing a different website or app. o If you can access a different website or app, then your mobile hotspot is working as expected. o If you can't access a different website or app, continue troubleshooting. 4. Turn off your mobile hotspot and restart your computer. 5. Wait 5 seconds and turn on your mobile hotspot. 6. Connect to your mobile hotspot. 7. Test the connection. If you're still experiencing the problem, contact us. Hardware

Battery drains fast ee what’s drinking your juice! Just because you haven’t used that app in a while doesn’t mean it isn’t still depleting your battery. Learn what you can do to save battery life. For starters, follow these quick tips:   

Charge your battery regularly and completely. Reduce screen and data use. Close apps and features when you're not using them. djust device settings

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Display o Turn down the screen brightness on your device, which is typically the number-one battery drain. o Tap the power key to turn off the display when you're done using it. Apps and widgets o Remove any apps you aren't using. Apps and widgets can run in the background and use a considerable amount of battery, even when you don't have them open. o Change the app settings on your device to reduce the frequency of app and widget updates. Connectivity o Turn off Wi-Fi, Bluetooth, GPS (location services), and Mobile Hotspot when not using them. When they are active, they typically look for connections and impact the battery. o Use Wi-Fi when available, because Wi-Fi uses less battery then an LTE connection. Notifications o o

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Notifications and alerts are useful, but can also be a large battery drain. Every time your device vibrates, lights up, or makes a sound, it uses the battery. Turn off unnecessary notifications (and enjoy the peace and quiet).

Power saver mode o Turn on power saver mode if your device has this feature.

Charge your device properly  For best results, only use the charging cable provided by the manufacturer.  Connect the charger to a wall outlet as the power source.  Make sure there's not any lint, dust, or debris in the charging port.  Remove your device case to ensure a better charger connection. Leave it plugged in at home or work  Devices have lithium-based batteries which means leaving them on chargers (even when fully charged) does not damage the battery.  Take advantage of wall outlets when they are available at home or at work for extended periods of time.

Check battery usage Check your battery usage in your phone settings to see what features, services, or apps you can adjust to increase battery life.

Update the device software Check for updates to your phone software. Manufacturers are constantly improving the way a device operates via software updates.

Remove or replace the SD card Some SD cards, especially those of lower speed classes, may affect battery life. Try removing your SD card and testing the battery life. If it improves at all, replace it with a newer card of a higher speed class.

Check the device and battery for damage 1. Remove the battery and look for swelling, missing contacts, or other damage. If the battery is damaged, replace it. 2. Check the liquid damage indicator (LDI). If the LDI is red or pink, the device has suffered liquid damage. Liquid damage voids your device warranty, so please contact the device manufacturer for out-of-warranty repair.

Buttons or keys on device don't respond Buttons won't respond 1. Check the following: o Your device keypad isn't locked. o You're not using accessories such as covers, cases, or skins. If you are, remove them and test if the issue continues. o Your device has the latest software version. 2. Check for stuck buttons. If a button appears to be stuck, gently wiggle the button from side to side with your finger to pop it back into place. 3. Check the liquid damage indicator (LDI). If your device has liquid damage, contact us. 4. Turn off your device. 5. Wait five seconds, and then turn on your device. 6. Test if the issue continues. 7. Perform a master reset on the device. 8. If the issue persists, contact us for additional support.

BlackBerry trackball or trackpad not working correctly 1. Turn off your device. 2. Wait five minutes and turn on your device. 3. Test if the issue continues. 4. Try scrolling left or right to fix the problem. 5. Check your device has the latest software version. 6. If the issue persists, contact us for additional support.

Camera issues Troubleshoot issues with your device camera, including issues with taking pictures or recording videos. If you need help with doing any step, visit the Devices page, select your device, and find the steps. To fix this issue: 1. Check the following: o You're using the camera app that came on your device. If you're using a third-party app, go to Apps troubleshooting. o You're holding the camera still long enough for it to focus and capture the picture. Some phone cameras may take longer than others. o Your camera is 5 MP (megapixels) or higher. Pictures may look softer or blurry if the camera is 4 MP or lower.

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Camera settings are set to high resolution pictures. Camera settings have special effects (night exposure, beauty mode, etc.) turned off. o Your phone has plenty of storage space available to save pictures and videos. o Your phone is on the newest software version. o Any case, cover, or strap on the device is not near the camera lens. Check for scratches or dirt on the lens, and clean it with a dry, soft, lint-free fabric. Turn off your phone. Wait five seconds, and turn your phone on. If you're using an Android device: Clear the cache of the Camera app. Take a test picture. If the issue continues, wipe the cache partition. Take a test picture of a still object 3-6 feet away, and hold it still long enough for the camera to focus. Perform a master reset on your phone. Test to see if the issue continues. If you are still having this issue, contact us.

Device does not charge or turn on Troubleshoot problems with the device turning on or charging. If you need help with doing any step, visit the Devices page, select your device, and find the steps. To fix this issue: 1. Check the following: o The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging. o Your power charger was provided by the manufacturer or is certified compatible with your device. o If your battery is removable:  Verify it was provided by the manufacturer or is certified compatible with your device.  Make sure there is no corrosion on the battery and device contacts.  Make sure it is inserted correctly and there is no debris between the battery and device contacts. o There is no lint or other debris clogging the charger port. o A case or accessory is not preventing the charger cable from connecting to the device. 2. Try a different outlet, charger, or battery. o Make sure the wall outlet works by plugging in another device. If not, try a different outlet. o Use a different charger cable or power adapter. If a different charger or battery works, replace your battery or charger. See our store locator to find a local T-Mobile store that can replace the defective part, but call ahead to make sure the store has replacement parts in stock. o Plug in to another power source (e.g., car charger, computer USB port, or other compatible USB-powered device).

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If you're using a wireless charger:  Make sure it's compatible with your device.  If it is, make sure you place your device in the center of the charging pad. Check for damage. o Physical damage: Look for broken battery pins or corrosive material on the battery or device. o Liquid damage: Check the liquid damage indicator (LDI). If your device has liquid damage, contact us. Uninstall any third-party apps that measure or display battery life, or any apps that were installed around the time the issue began. Verify you’re using the latest software version for your device. If not, go to Software Updates, select your device, and follow the instructions provided in Software version & updates. If these steps have not fixed the problem, contact us.

GPS & map issues Troubleshoot problems with GPS (Global Positioning System) or map apps on the phone. Keep the following in mind:   

When turning on GPS initially, it can take up to five minutes for the phone to find the GPS location. It takes longer for the GPS to connect if the sky is obscured by clouds, rain, trees, roofs, etc. Outdoor locations provide better accuracy for GPS. Indoor locations may make it harder to find your GPS location as there is not a clear view of the sky.

If you need help with doing any step, visit the Devices page, select your device, and find the steps. To fix this issue: 1. Check the following: o Your phone has GPS turned on. o You're outdoors and away from tall buildings. o Your phone is on the newest software version. o If using Google Maps, find outages for the service at G Suite Status Dashboard. o If using Apple Maps, find outages for the service at Apple - Support System Status. 2. Open a webpage in the browser, such as Google or Bing. If you can't, the problem is your data connection. Go to: No Internet troubleshooting. 3. Open the app store on the phone. 4. Check for any updates to your map apps, and install them. 5. Turn off your phone. 6. Wait five seconds, and turn on your phone again. 7. Test the GPS. If you're still having problems, continue to the next step. 8. Perform a master reset on your phone.

If the above steps do not resolve your issue, contact us.

Email issues

Is your work email not downloading? Party RSVP not sending? Missing email can leave you out of touch or behind at work, but these tips may get it working again. If you're just trying to set up email on your device, start with the Devices page. Find your device, and under the Help Topics for "Messaging & Email," open the Email accounts page. If you need help with doing any step, visit the Devices page, select your device, and find the steps. Email setup, sending, and receiving issues 1. Check your device shows at least 2 bars signal. If you have less, your signal is too low for reliable data speeds. Check out Signal issues. 2. See the Coverage map to ensure your area has T-Mobile 3G, 4G, or LTE coverage. 3. In the web browser, open a few web pages to check your Internet connection is loading. If not, follow No Internet instead. 4. On a computer, check your email as a test. If it does not send/receive new messages, the problem is with the email service. Contact the email provider. 5. If you have an email program on your computer or other device, set it to leave emails on the server. If it removes emails, your device won't find them. 6. Open the app store, and search for the email provider's app. o Use it to read your email and attachments instead. o Some providers rely on you using their app, and make it easy to set up. 7. If not using an email provider's app, find their most up-to-date email settings or ask their customer service. Then check them in your email app, including: o Email address o Incoming server address o Outgoing server address o Domain o User name o Password o SSL Encryption 8. Check if you have two-step verification on the email account. If you do, you need to follow the email provider's steps to activate email on the device or else turn the feature off. 9. Turn off any data saver, battery saving, or power saving features or apps. These can interfere with data service. 10. For Android devices: o Clear the app cache and data for the app you are using for email (usually Email, Mail, or Gmail). o In device settings for Data Usage, check if data has been restricted in the email app you're using. o If using an Exchange account, check the Settings > Account > Exchange account to activate device administrator if necessary. 11. For Apple iPhone, check the Settings > Accounts & Passwords > Fetch New Data settings, for new email to be pushed to your device when available 12. Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free. 13. Restart the device.

14. Test the email again. 15. If email is still not working, delete the email account from the device. 16. Add the email account again, and double-check all of your settings as you enter them. 17. If problems continue, contact your email provider for their email settings and email service troubleshooting. Although T-Mobile supports your data connection, email providers support their services working on mobile.

Attachments don't download 1. Check that the device has plenty of free storage space. T-Mobile recommends having at least 15% of the storage free. 2. Open the app store, and search for the email provider's app. If there is one available, download it and use it to read your email and attachments. 3. For Android devices, clear the app cache and data for the Download Manager. 4. If the attachment still does not download, delete the email account from the device and re-add it.

Attachments download but don't open The attachment was sent in a file type that your device doesn't support by default. 1. Check the attachment in your email to see the file type. 2. Visit the Devices page, and look at your device Tech Specs to see file types your device supports. 3. Try to open the attachment in Gmail, if possible. Gmail can open common file types. 4. If it still isn't opening, search the app store for apps that can open the file type. Third-party apps add support for more files.

Tmomail.net issues 1. On My T-Mobile, log in and check that you do not have any message blocking features. They can prevent Tmomail.net messages. 2. If you have Family Allowances, log in and check that you have no blocks in place. They can prevent Tmomail.net messages. 3. Make sure that the email is being sent as plain text only. The service cannot send HTML.

Picture and video message (MMS) issues Troubleshoot problems sending or receiving picture and video messages using T-Mobile's network. Can't send or receive picture or video messages 1. Turn your device off, wait five seconds, turn it back on and then try again. 2. If you still can't send or receive messages, make sure of the following: o Your device has signal. If you don't have signal, check out Can't get signal. o You're able to connect to the Internet or use data services.

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You're able to send and receive text messages. If you're having problems with text messaging, check out Text message troubleshooting. o The contact you're sending to is stored in your phone with the 10-digit number. o The picture or video you're sending is less than 1 MB. Messages over 1 MB won't send. Some Android devices return a "Message size limit reached" error. 3. Uninstall any third-party messaging apps. If you uninstalled an app, retest the issue. 4. Check the APN or other settings on your phone. 5. If these steps didn't fix the problem, contact us.

Can't send or receive international messages Make sure of the following:  You're able to send and receive picture and video messages from numbers in the US.  Your messages do not contain any symbols or signatures.  Check the contact you're sending to. You should send using a plus + sign or or 011 before the country code and phone number. For steps on how to enter international phone numbers, see Make an International Call. If you still can't send or receive international messages, contact us

4G LTE signal booster troubleshooting Caller ID troubleshooting

Screening calls is hard if your caller ID doesn't work. Here's help if you don't see proper caller ID, or if other people can't see yours. Incoming caller ID This is for problems with other people's names showing incorrectly on your phone. 1. Add the contact to your phone book, and confirm their name is spelled correctly there. 2. If the person calling you is on an account with multiple lines, the primary account holder's name may appear in the caller ID. Add the person's name to your phone book to show it instead. 3. Uninstall any downloaded calling apps or caller ID apps. 4. If the incoming call shows Unknown or Unknown Caller: o The caller's phone or network might be set to hide or block the caller ID for all calls. Your contact must ask their carrier for assistance. o Some landline numbers always display this due to the landline's network limitation. 5. After checking the points above: o If you are roaming on another carrier's network (in the U.S. or internationally), caller ID may not work as expected. To check if the roaming network supports caller ID, Contact Us. o If you have no caller ID display at all, you may need to Contact Us to check that it is on your account. o If an incorrect caller ID displays, your caller must contact their carrier to correct any errors in their caller ID registry.

Outgoing caller ID This is for problems with your name showing incorrectly on other people's phones. 1. Check the type of account you have. o If you use a Prepaid account or are on a large government account, it does not include caller ID. Your caller ID displays as T-Mobile Wireless or Wireless Caller when working correctly. o If you use another type of account (such as postpaid), then continue to the next step. 2. In your phone settings, find the Caller ID setting. It should be enabled to show the number or network default. (Visit the Devicespage if you need help.) 3. Uninstall any downloaded calling apps or caller ID apps. 4. Restart the device. 5. Have your contact confirm that your contact name is spelled correctly in their phone book. 6. Have your contact check that they see correct caller ID from other cellular calls. o If they do not, they should contact their carrier to check account settings. They may need the feature added. o Some landline networks cannot display enhanced caller ID. In this case, it may only show some of your city/state, number, or Wireless caller. 7. Call your contact again, and also call another mobile phone to test the caller ID. 8. If your name has a misspelling or error on all outgoing calls, Contact Us to correct the account's caller ID registry. o T-Mobile needs to make these changes manually with our caller ID vendors. o Changes take up to 72 hours to complete. If you do not want caller ID to show on an outgoing call, check the *67 call service on Selfservice short codes.

Audio issues on calls If it's hard to understand calls on your phone or a headset, there might be trouble with your phone, headset, or local network. Let's check them out. Apple iPhone users, check some Apple-specific steps on: If you hear no sound or distorted sound from your iPhone, iPad, or iPod touch speaker - Apple Support One-way audio, no audio, or echo 1. If the problem is only with a specific number (not all calls), then call it from another line. If the other line has: o A similar problem, then the problem is with the number you are calling. The owner should find support for their phone. o No audio problem, then continue with the steps below. 2. Adjust the phone to a medium volume, and make sure it's not muted. 3. Remove any cases or covers from the phone. 4. Restart the phone. 5. Look for a headphone icon in the notification bar. If you see one, plug in a headset, turn off the phone, remove the headset, and turn the phone on again. 6. Turn off Bluetooth. The phone may be sending the audio to a paired headset, car, speaker, etc.

7. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only. o This prevents any Wi-Fi Calling issues with interfering with signal. o If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead. 8. Turn off Wi-Fi to ensure you're using T-Mobile network. 9. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.) 10. Check phone settings for sounds are not turned off. This could be under accessibility settings, sound settings, or phone settings. 11. Turn off both TTY mode and hearing aid option. 12. Uninstall or disable downloaded calling apps, such as Google Voice. (T-Mobile cannot support calls on other services. Contact the app provider if needed.) 13. For Android devices, wipe the cache partition. (Visit your Devices page, and use the Wipe Cache Partition page for help.) 14. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings). 15. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps. 16. Try making or receiving a call. 17. If your calls still have audio quality problems, Contact us. o If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). o Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

Static, muffled, or garbled audio 1. If the problem is only with a specific number (not all calls), then call it from another line. If the other line has: o A similar problem, then the problem is with the number you are calling. The owner should find support for their phone. o No audio problem, then continue with the steps below. 2. Remove any cases or covers from the phone. They can cover speaker or microphone holes. 3. Remove any plastic screen protectors. Phones may come with these when new, or you may have added one. They can cover speaker or microphone holes. 4. Blow in the microphone hole to get rid of any dust or pocket lint that may be inside. 5. Restart the phone. 6. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only. o This prevents any Wi-Fi Calling issues with interfering with signal. o If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead. 7. Turn off Wi-Fi to ensure you're using T-Mobile network. 8. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.) 9. Try making or receiving a call. Make sure your hand is not over the microphone. 10. If your calls still have audio quality problems, Contact us. o If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). o Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

Wired headset audio is poor 1. With the headset still plugged in, restart the phone. 2. Test the headset. 3. If it didn't help, test the headset on another phone. If the other phone has: o A similar problem, the headset needs to be replaced. Contact the headset manufacturer for help or purchase another. o No audio problem, then perform a master reset on the phone. (Visit your Devices page, and use the Device Reset page for help.) 4. If the problem continues, contact the phone manufacturer concerning their headset support.

Wireless headset audio is poor 1. Charge the wireless headset completely. 2. Restart the phone. 3. Turn off Bluetooth on the phone, and turn it on again. (Visit your Devices page, and use the Bluetooth page for help.) 4. Make sure the headset successfully pairs. If it is not actively paired, set up a new partnership or troubleshoot Bluetooth instead. 5. If it didn't help, test the headset on another phone. If the other phone has: o A similar problem, the headset needs to be replaced. Contact the headset manufacturer for help or purchase another. o No audio problem, then perform a master reset on the phone. (Visit your Devices page, and use the Device Reset page for help.) 6. If the problem continues, contact the phone manufacturer concerning their headset support.

Wi-Fi Calling issues with audio If you're having problems with audio quality just while connected to Wi-Fi Calling, check out Wi-Fi Calling problems.

Calling issues The T-Mobile network is usually very reliable. But if your calls aren't going through or are dropping, we have troubleshooting to help. Apple iPhone users, check some Apple-specific steps on: If you can't make or receive calls on your iPhone - Apple Support Cannot make or receive calls 1. Check your phone shows at least 2 signal bars. If you have less, your signal is too low for reliable calls. Check out Signal issues or no service. 2. On My T-Mobile, log in to check that: o Your line is active (or for prepaid lines, it must have a balance). o Family Allowances is not blocking calls nor has time of day blocks, if you subscribe to it. 3. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only. o This prevents any Wi-Fi Calling issues with interfering with signal.

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If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead. 4. Turn off Wi-Fi to ensure you're using T-Mobile network. 5. Restart the phone. 6. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.) 7. Uninstall downloaded apps such as: o Calling apps (Use the dialer that came with the phone, not a downloaded one.) o Call blocking apps o All apps you downloaded around the time the problem started 8. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings). 9. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps. 10. Try making or receiving a call. 11. If the phone still cannot make or receive calls, Contact us. o If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). o Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

Cannot call a specific number or international number 1. On My T-Mobile, log in to check that: o Your line is active (or for prepaid lines, it must have a balance). o Family Allowances is not blocking calls nor has time of day blocks, if you subscribe to it. o If calling an international number, check whether you have the right features on your account. See Stateside calling & texting services. 2. Make sure the number you are dialing is not a 1-700, 1-900, or 976 prefix (1-XXX976...) number. T-Mobile blocks calls to these numbers. 3. Check the number you're calling is not on the device Block or Spam List. (Visit your Devices page, and use the Manage Calls page for help.) 4. Restart your phone. 5. Test calling the number: o Use the dialer to enter the full 11-digit number, instead of using any saved contacts. o Dial using any country codes or area codes. (Add a + or 011 to the beginning for US numbers.) o If calling an international number, see Make an international call. 6. Test calling the number again, but first dial *67 before the 11-digit phone number to disable caller ID. If the call goes through, your number is blocked to them. 7. Uninstall or disable downloaded calling apps, such as Google Voice. (T-Mobile cannot support calls on other services. Contact the app provider if needed.) 8. If you are still having this issue, contact us. We may need to check the number and the network in your area.

Dropped calls Occasional dropped calls are normal on all wireless networks due to terrain, buildings, weather, moving between towers, high network congestion, and other factors. If calls drop frequently, try the following to troubleshoot. 1. Check your phone shows at least 2 signal bars. If you have less, your signal is too low for reliable calls. Check out Signal issues or no service. 2. For calls dropping only in specific locations: o Check out our 4G LTE Network coverage map to determine the level of signal you should expect. o Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only.  This prevents any Wi-Fi Calling issues with interfering with signal.  If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead. 3. Restart the phone. Restart your device regularly to reconnect to the network, especially after travelling between towers. 4. Make sure that the touch screen is not waking up. o It may wake up with your cheek against the touch screen or fingers on the buttons. o Your cheek may be touching the End call button or other buttons. 5. Remove any cases or covers from the phone. Some protective cases may interfere with reception. 6. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.) 7. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings). 8. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps. 9. Test calling in a location that dropped your call before to see if it happens again. 10. If available, move the SIM card to another T-Mobile device and test if the Internet works or not. This test will help Customer Care diagnose the problem. 11. If the phone still drops calls, Contact us. We need to look at the network details in your area. o If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). o Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

Incoming calls all go to voicemail 1. Check your phone shows at least 2 signal bars. If you have less, your signal is too low for reliable calls. Check out Signal issues or no service. 2. Reset your call forwarding settings: o Dial ##004# on the phone dialer, and press Send to reset busy, if unreachable, and no reply settings. o Dial ##21# on the phone dialer, and press Send to reset unconditional call forwarding settings. 3. On My T-Mobile, log in to check that Family Allowances is not blocking calls nor has time-of-day blocks, if you subscribe to it. 4. Check the number who is calling is not on the device Block or Spam List. (Visit your Devices page, and use the Manage Calls page for help.)

5. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.) 6. Check that Call Waiting is turned on in your phone settings. 7. Turn off Bluetooth. If Bluetooth is on, the device may be trying to send the ring to a paired device, and you may miss it. 8. Check the notification switch on the side of the phone, if you have one. It may make the phone go silent or turn off alerts to anyone who is not a favorite contact, and you may be missing those calls. 9. Uninstall downloaded apps such as: o Calling apps (Use the dialer that came with the phone, not a downloaded one.) o Call blocking apps o Launchers or home screen apps 10. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings). 11. Call your phone as a test to see if it rings before forwarding to voicemail. 12. If available, move the SIM card to another T-Mobile device and test if the Internet works or not. This test will help Customer Care diagnose the problem. 13. If you are still having this issue, contact us. We may need to check your voicemail account settings and the network in your area.

Busy, fast busy, three beeps, three rising tones, or 'call failed' error 1. On My T-Mobile, log in to check that your line is active (or for prepaid lines, it must have a balance). 2. Restart the phone. 3. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings). 4. Test calling the number: o Use the dialer to enter the full 11-digit number, instead of using any saved contacts. o Dial using any country codes or area codes. (Add a + or 011 to the beginning for US numbers.) o If calling an international number, see Make an international call. 5. Write down any errors or recordings you hear. This test will help Customer Care diagnose the problem. 6. If you are still having this issue, contact us. We may need to check your account settings and the network in your area.

Touch tones don't work If voicemail is not recognizing your button presses or phone systems (IVR) do not respond to you, you may need to check on touch tones. 1. Make sure you aren't on a conference call. Touch tones may not work on conference calls. 2. Turn on touch tones in your phone settings. 3. For Android devices: o Wipe the cache partition to clear system memory. (Visit your Devices page, and use the Device Reset page for help.)

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Clear all app caches. (Visit your Devices page, and use the Manage Apps page for help.) o Turn off audible touch tones. 4. Update the device software to the latest version. Visit the Devices page for current versions and steps. 5. Restart the phone. 6. Test making a call to voicemail or a phone system and using touch tones.

Wi-Fi Calling issues with calls If you're having problems with calls just while connected to Wi-Fi Calling, check out Wi-Fi Calling problems.

No Internet troubleshooting f your Internet is out, it's impossible to stay connected on social media, get email, navigate with maps, or use other apps. Let's reconnect your device. Follow steps below to troubleshoot if your device has no data service, but is still able to call or text. f you need help with steps on your device, visit the Devices page, select your device, and look under Help Topics for the steps. No Internet 1. Check your device shows at least 2 signal bars. If you have less, your signal is too low for reliable data speeds. Check out Signal issues. 2. See the Coverage map to ensure your area has T-Mobile 3G, 4G, or LTE coverage. 3. Check the phone shows a 3G, 4G, or LTE icon. If not, see Device has signal, but not connected to 3G, 4G, or LTE. 4. Check that Airplane mode is off. 5. Turn off Wi-Fi to ensure you're using T-Mobile network data. 6. Turn on LTE data settings. 7. Restart the device. 8. If the problem is in the web browser, clear your browser cache, cookies, and history. 9. Uninstall downloaded apps such as: o Web browser apps (Use the web browser that came with the device, not a downloaded one.) o Battery saver apps o Launchers or home screen apps o All apps you downloaded around the time the problem started 10. For Android devices: (Visit the Devices page for help with these steps.) o Reset the device APNs to default. o Wipe the cache partition. o Turn on data connection or packet data settings. (If already on, toggle it off and back on again) o Turn off 'Data Usage Limit' in device settings. 11. For Apple iPhone: o Delete configuration profiles for all apps you uninstalled. How to delete an app that has a configuration profile on your iPhone, iPad, or iPod touch Apple Support

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Reset network settings. (Settings > General > Reset > Reset Network Settings) o Verify the 'T-Mobile Carrier Settings' are up to date. Update your carrier settings on your iPhone or iPad - Apple Support 12. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps. 13. Turn off any VPN setting or app that you may have enabled. 14. If available, move the SIM card to another T-Mobile device and test if the Internet works or not. This test will help Customer Care diagnose the problem. 15. If Internet still is not connecting, please Contact Us for additional help. We may need to check a few account settings and look at the local network in more detail for you. No Internet while on a call 1. While on a call, make sure the device shows 3G, 4G, or LTE. If connected on 2G or lower (may show GPRS or EDGE), you cannot use calling and data services simultaneously. 2. Turn on VoLTE in device settings. This improves call quality and allows you to stay connected to LTE data while on a call. 3. Restart the device. 4. For Android devices: (Visit the Devices page for help with these steps.) o Reset the device APNs to default. o Wipe the cache partition. 5. For Apple iPhone, reset network settings. (Settings > General > Reset > Reset Network Settings) 6. If Internet still is not connecting, please Contact Us for additional help. We may need to check the local network in more detail for you. No Internet while roaming 1. Check if a network short code needs to be used. Dial #RON# (#766), then Send to enable data roaming on the network. 2. Check for any text messages indicating your domestic data roaming limit has been reached. If it has, your limit will reset at the beginning of the next bill cycle. 3. Turn on data roaming in device settings. 4. In APN settings, verify APN protocol is set to 'IPv4/IPv6 Auto' or 'IPv4 Only'. 5. Perform a manual network selection to select every roaming partner's network and test. Attempt to connect to each provider at least 3 times. (Visit the Devices page for steps, and look in Connections & Network for the Network, APN, VoLTE page.) 6. If roaming internationally, check the SIM card begins with 310260. If not, Contact Us to update the SIM card to use LTE. 7. Follow No Internet steps above, to fix basic connection problems that could also affect you when not roaming. 8. If Internet still is not connecting, please Contact Us for additional help. We may need to check a few account settings and look at the roaming network in more detail for you.

Slow Internet troubleshooting 9. 10. llow steps below to troubleshoot if your device has no data service, but is still able to call or text.

If you need help with steps on your device, visit the Devices page, select your device, and look under Help Topics for the steps. High data usage & prioritization If you used a very large amount of data (50 GB) this bill cycle, you're subject to lower network prioritization during times of local network congestion.   

For information, see Internet Services > "Network Management for Extremely High Data Usage and Tethering." This protects the majority of customers from issues of degraded service in busy times and places. If you're affected by prioritization: o Your data speeds will be normal when connected to a tower that isn't currently congested with traffic. o At the beginning of your next bill cycle, your usage will reset and prioritization will be removed.

Internet or data speeds are slow 1. On My T-Mobile, check that you haven't used all of your high-speed data bucket. See Data speeds for more information. 2. Check your device shows at least 2 bars signal. If you have less, your signal is too low for reliable data speeds. Check out Signal issues. 3. See Coverage map to ensure your area has T-Mobile 3G, 4G, or LTE coverage. 4. Check the phone shows a 3G, 4G, or LTE icon. If not, see Device has signal, but not connected to 3G, 4G, or LTE. 5. Turn off Wi-Fi to ensure you're using T-Mobile network data. 6. If the slowness is in the web browser, clear your browser cache, cookies, and history. 7. Uninstall downloaded apps such as: o Web browser apps (Use the web browser that came with the device, not a downloaded browser.) o Battery saver apps o All apps you downloaded around the time the problem started 8. Set the device 'Network Mode' setting to Auto. 9. For Android devices: (Visit the Devices page for help with any steps.) o Reset the device APNs to default. o Wipe the cache partition. o Check for apps running in the background that use data. If there are, turn them off or uninstall. 10. For Apple iPhone, reset network settings. (Settings > General > Reset > Reset Network Settings) 11. Update the device software to the latest version. Visit the Devices page for current versions and steps. 12. Restart your device. 13. Download the Speedtest.net app from the app store (If downloading too slowly, try a Wi-Fi connection), and run a speed test. Typical download speeds (Actual speeds can peak at double this speed, and expect minimums of < .1 Mbps.): o 4G LTE (device data): 7-40 Mbps o 4G LTE (Hotspot, tethering data): 3-25 Mbps

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4G: 2-6 Mbps 3G: 400-700 kbps. This test will help Customer Care diagnose the problem. 14. If your speeds still fall short of what is typical, please Contact Us for additional help. We may need to check a few account settings and look at the local network in more detail for you. 11.

Wi-Fi network problems f your device won't connect to a Wi-Fi network or drops Wi-Fi connections, it can make it hard to web browse or update apps. Let's try to fix it. Home Wi-Fi network problems 1. Check if other devices (computers, phones, etc.) can access the Wi-Fi network. o If another device has a similar problem, the issue is definitely the Wi-Fi router, modem, or internet. o Contact the internet service provider (ISP) for help. 2. Make sure the Wi-Fi security password you're using is correct. 3. Move closer to the Wi-Fi router to test within 50 feet, with no walls between it and the device. o Wi-Fi signal quality degrades as you move away from the router. o Some routers can broadcast through walls/distance better than others. 4. Restart the Wi-Fi network modem and router. (if you can access them) o Turn off internet modems and routers. o Turn on the modem first. After it restarts, turn the router on. 5. Restart your device. 6. Turn on Wi-Fi on your device. 7. Delete/forget the Wi-Fi profile from your device. Then re-connect to add it again. 8. Open a web browser, and attempt to open a non-secure web page, such as Google or ESPN. o A non-secure website begins with "http://"; A secure one forwards to a URL with "https://" at the beginning. o Some public networks will display a login page that you need to pass before using the Wi-Fi in other apps. o If a web page opens, Wi-Fi is working, and you're done with this page. 9. If you are getting a password error on the device, use a connected computer to temporarily turn off the network security. o If you can connect with security off, change the security type to one the device supports before re-enabling it. o Try a new password. 10. Turn off any battery saving or power saving features on the device. 11. Uninstall downloaded apps that might manage Wi-Fi or explore Wi-Fi networks. 12. For Android devices, wipe the cache partition. (Visit the Devices page for help with these steps.) 13. For Apple iPhone:

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Reset network settings. (Settings > General > Reset > Reset Network Settings) o Turn off Wi-Fi Assist 14. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps. 15. If issues continue, contact your internet service provider (ISP).

Hot or overheating phone Causes of phone heat A few parts inside a phone generate heat. This is completely normal at times. When these parts heat up, phones spread heat through their case too cool off. Any part that uses power can create heat, but the main ones are:   

Battery: Batteries contain chemicals that react to create electricity, and this creates heat. Processor: Processors transfer information very fast, which creates heat. This happens in computers and TVs too. Screen: Anything that emits light also emits heat, from light bulbs to TVs. Your phone's LCD screen heats up more the longer it is on.

Phones come with a safety feature to turn themselves off if they get too hot. If your phone is always very hot or gets so hot you cannot hold it, you may contact us or visit a retail store to check it out.

When phone heat is normal It's completely normal for phones to heat up sometimes. If the phone only feels hot in these situations, there is probably nothing wrong with the device:         

Apps that run in the background or use a lot of power/data Charging Downloading apps, data, etc. Games GPS navigating Phone cases that insulate the phone and keep heat from escaping Screen staying on Streaming video or audio Video chat

Tips to reduce heat 1. If the device is in a case, remove it and test without it. Some cases retain the heat the device normally makes. 2. If the device is also crashing or freezing, see Device keeps crashing, freezing, or restarting 3. Uninstall any apps you downloaded before the problem started. 4. Remove the battery (if removable). For instructions, see the How To-s for your device on the Devices page. 1. Check for any damage (missing contacts, swelling, etc.). If the battery is damaged, you will need to purchase a new one.

2. Check to make sure that your battery is the one that came with the device, and not a third-party version. 3. Reinsert the battery. 5. Turn on the device, and test. 6. If the issue continues, test with an alternate battery (if removable and available). While you are testing, be sure to: o Close applications and browser tabs that you are not using. o Turn off network connections you are not using.

Memory card (SD) file access issues Troubleshoot problems accessing files on your memory card. If you need help with doing any step, visit the Devices page, select your device, and find the steps. To fix this issue: 1. Check you're using a memory card that your device supports. You can find this information in the user manual. 2. Turn off the phone. 3. Wait five seconds, and turn on the phone. 4. Try to access the files on the memory card. Continue troubleshooting if you can't. 5. If available, test the card in another device such as another mobile phone or digital camera: o If another device recognizes the memory card, contact us for additional support. o If another device doesn't recognize the memory card, there's a problem with the memory card. Try reformatting the memory card. If you still can't access files on the memory card after reformatting it, it likely needs to be replaced.

assword, PIN, or fingerprint lock problems Your fingerprint or password lock keeps unwanted users out of your phone, but might accidentally keep you out. It's frustrating, but we can try get around it. Password, PIN, or fingerprint isn't unlocking the device screen 1. Turn off Bluetooth. If you can't, turn off all connected Bluetooth devices. 2. For password or PIN locks, check the password is correct. For example, make sure caps lock is off. 3. For fingerprint locks: o The fingerprint scanner needs to be clean, and your hands should be dry. o Use the same finger that you used at setup. o Touch and hold the sensor. If you tap quickly, it may not have time to see your finger. o Enter your backup security PIN code, if the fingerprint continues to have problems. 4. For Android devices, see Reset the security lock on an Android device. 5. For Apple iPhones, see If you forgot the passcode for your iPhone, iPad, or iPod touch, or your device is disabled - Apple Support. 6. If your device is still locked, perform a master reset with hardware keys. (Visit the Devices page, select your device, and under 'System & Settings' look for the device reset page.)

7. For additional assistance, contact your device manufacturer. For BlackBerry devices, keep in mind that you get 10 attempts to enter the correct password. After the 10th attempt, it prompts you to type blackberry, which wipes the device.

Troubleshoot issues with your device's screen (for example, it's blank, doesn't respond, flashes, flickers, or has dead pixels). If you need help with doing any step, visit the Devices page, select your device, and find the steps. To fix this issue:

creen or touch screen issues

1. Sometimes, a screen issue can be mistaken for other problems. If the device: o May be freezing or crashing, see Device keeps crashing, freezing, or restarting. o Doesn't charge or turn on, see Device does not charge or turn on. 2. Check the following: o Your screen isn't cracked or damaged. If it is damaged, contact us. o Your device has the latest software version. o Your screen is clean of dirt and oil. The screen should feel smooth. o You're using your fingertip to touch the screen. If you're using a stylus or finger nail, the touch screen won't see that touch. 3. Remove the SD card. o If the problem happens without the SD card, then it is not a problem. o If the problem is fixed when you remove the SD card, then the root cause of the issue is the SD. You need to format it or replace it with a new one. 4. Remove any screen protectors, cases, or other accessories that may touch the screen. 5. Check the liquid damage indicator (LDI). If your device has liquid damage, contact us. 6. Check if this problem happens when using multiple apps or a specific app: o If this problem happens when running multiple apps, your device may be low on memory. Close all apps but the active one. o If this problem happens when running a specific app, uninstall that app. Do not reinstall it, if the problem is fixed. 7. Check if the screen has a dead spot. Rotate your screen from portrait to landscape, or vertical to horizontal. o If the dead spot moves between orientations, then reset your device. o If the dead spot stays in the same location, contact us. 8. If you can, reset the device. If you're using an Android device, wipe the cache partition before doing the reset. SIM card & PUK lock errorsContact Service Provider' error 1. Turn off the device. 2. Remove the SIM card from the device. For steps on how, visit the Devices page. 3. Re-insert the SIM card snugly in the SIM slot. This error may have occurred if the SIM card moved in the slot. 4. Turn on the device.

5. Check for the error. If you're able to register on our network, the error should no longer appear. 6. If available, move the SIM card to another T-Mobile device and test if it works or not. This test will help Customer Care diagnose the problem. 7. If the error continues, contact us so we can check how the account is set up.

'Insert SIM' or 'Invalid SIM card' error 1. If using a non-T-Mobile device, make sure it is unlocked for use on other carriers. Contact the carrier who sold the phone if you need help. 2. Turn off the device. 3. Remove the SIM card from the device. For steps on how, visit the Devices page. 4. Check the SIM card gold plating. If it is chipped or discolored, you probably need to replace it. 5. Re-insert the SIM card snugly in the SIM slot. This error may have occurred if the SIM card moved in the slot. 6. Turn on the device. 7. Check for the error. If you're able to register on our network, the error should no longer appear. 8. If available, move the SIM card to another T-Mobile device and test if it works or not. This test will help Customer Care diagnose the problem. 9. If the error continues, contact us so we can check how the account is set up.

'PUK lock' or 'SIM locked' errors A PUK or "Personal Unlocking Key" is a security feature on most mobile devices. If a SIM PIN code has been entered incorrectly multiple times, the SIM card will lock and require a PUK code to unlock again. The PUK is unique to your SIM card and is available from the SIM provider. Unlocking a SIM card with a PUK is completely different from Mobile Device Unlock, which allows a mobile device to be used on another mobile carrier. Be careful! If you incorrectly enter your PUK code 10 times, your SIM card will be permanently locked and need to be replaced. 1. Contact us to request your PUK code. This is required for the security of your account. Customer Care needs to verify you're an authorized user before issuing the unlock code. 2. Enter the PUK code on your device. 3. Enter a new PIN code. 4. Enter the code again to confirm it. 5. If you don't want to use a SIM PIN anymore, turn it off. You won't get PUK errors if the SIM PIN is off. Find how on your Devicespage, under Storage & Hardware. 'Unregistered SIM' error 1. If using a non-T-Mobile device, make sure it is unlocked for use on other carriers. Contact the carrier who sold the phone if you need help. 2. Check your device shows any signal bars. If you do not, that may be the problem. Check out Signal issues.

3. Restart the device. 4. Perform a manual network selection, and try to register on the T-Mobile network. (Visit the Devices page for steps, and look in Connections & Network for the Network, APN, VoLTE page.) 5. Check for the error. If you're able to register on our network, the error should no longer appear. 6. If available, move the SIM card to another T-Mobile device and test if it works or not. This test will help Customer Care diagnose the problem.

Texting is one of the most important things your device does to keep you connected. Check our help below if anything isn't working.Text message (SMS) issues Can't send or receive texts (SMS) 1. If you see a message like 'Receiver Number unable to receive message. Message blocking active.' the person receiving the text message has message blocking enabled. They need to contact their provider. 2. Check your device shows at least 2 signal bars. If you have less, your signal is too low for reliable messages. Check out Signal issues or no service. 3. On My T-Mobile, your primary account holder can look for and remove Message blocking service or Family Allowances from the line: o Change your services, then clear check boxes for any blocking service, and click Next to confirm. o In addition to message and email blocks, remove 'Block Content Downloads' as it blocks messages to some short codes. 4. For Prepaid accounts, make sure you have an account balance. 5. Turn off Wi-Fi to ensure you're using T-Mobile network. 6. Restart the device. 7. Check the number you're messaging is not on the device Block or Spam List. (Visit your Devices page, and use the Manage Messages page for help.) 8. Update the date and time on the device, and enable auto-update. 9. Uninstall any downloaded messaging apps. 10. For Android devices: o Clear the app cache of the Messaging app. (Visit your Devices page, and use the Manage Apps page for help.) o Check the device SMSC setting is +120630004. (Visit your Devices page, and use the Manage Messages page for help.) 11. For Apple iPhone, check whether the message is being sent through iMessage. If it is, see iMessage help instead. 12. If you or your contact had an iPhone and switched recently, turn off or deregister iMessage & FaceTime. o iPhones continue sending via iMessage until it's turned off, so you'll miss these messages if your phone doesn't have iMessage. o See If you can’t receive text messages from an iPhone - Apple Support. 13. Update the device software to the latest version. Visit the Devices page for current versions and steps. 14. Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free. 15. Send a text message to your own number to check if you can send and receive any texts. Do not use any symbols, signatures, or attachments.

16. If problems continue, delete messages and message threads. You can back these up beforehand using apps from the app store. 17. If available, move the SIM card to another T-Mobile device and test if the Internet works or not. This test will help Customer Care diagnose the problem. 18. If you still can't send or receive texts, contact us. We need to take a deeper look at your account setup and local network.

Can't send or receive texts (SMS) with international numbers 1. Check whether you can send messages to domestic numbers (You can test sending to your own number). If it fails, see Can't send or receive SMS instead. 2. If you see a message like 'Receiver Number unable to receive message. Message blocking active.' the person receiving the text message has message blocking enabled. They need to contact their provider. 3. Restart the device. 4. Uninstall any downloaded messaging apps. 5. Make sure that you are using a plus + sign or 011 before the country code and phone number. o Do not use the phonebook entry, unless it has the international dialing pattern. Instead, manually enter the phone number. o For how to enter international phone numbers, see Make an International Call. 6. Test sending and receiving a text message with the international number. Do not use any symbols, signatures, or attached files. 7. If you still can't send or receive texts, contact us. We'll take a look at your account setup and make sure the country isn't blocking the SMS.

Error: 'Message Blocking Active' 1. If you get this error when sending a text to a specific person, ask your recipient to check their message blocking setting with their provider. 2. On My T-Mobile, your primary account holder can look for and remove Message blocking services or Family Allowances from the line: o Change your services, then clear check boxes for any blocking service, and click Next to confirm. o In addition to message and email blocks, remove 'Block Content Downloads' as it blocks messages to some short codes. 3. Restart the device. 4. If problems continue, delete messages and message threads. You can back these up beforehand using apps from the app store. 5. If you are still getting 'Message Blocking Active' errors, contact us to double-check your account.

Delayed messages While we're using the texts being fast, SMS isn't an instant service. It may take time for messages to travel between mobile networks or during times of a lot of network traffic. However, there are some delays we can avoid: 1. Turn off Wi-Fi to ensure you're using T-Mobile network.

2. Restart the device. 3. For Android devices, clear the app cache and data of the Messaging app. 4. For Apple iPhone, check the message is not trying to send through iMessage. (If it tries to send through iMessage and fails, the iPhone will wait and then revert the text to SMS after a while. This can appear to be a delay.) 5. Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free. 6. Send a text message to your own number to check for delays. Do not use any symbols, signatures, or attachments. 7. If problems continue, delete messages and message threads. You can back these up beforehand using apps from the app store. 8. If text message delays continue, contact us to check for any outages.

Duplicate messages When your device is in a low coverage area (or it disconnects to the network), the device or network may try re-delivering messages as it reconnects. This results in sending or receiving duplicate text(s). Your contact's phone could also be the one doing this. There's not much we can do if that's the problem, but there's some other things we can try to fix. 1. If receiving duplicate messages, check if the duplicated messages are coming from multiple senders or just from one. If they are from one sender, ask the person if they sent the messages more than once (even by accident). 2. Restart the device. 3. Turn off Wi-Fi to ensure you're using T-Mobile network. 4. Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free. 5. Uninstall any downloaded messaging apps. Some of these can cause double texts. 6. For Android devices, clear the app cache and data of the Messaging app. 7. For Apple iPhone: o Turn off Repeat Alerts. (Settings > Notifications > Messages > Repeat Alerts > Never) o Turn off iMessage, and then turn it back on (Settings > Messages > iMessage) o Reset Network Settings (Settings > General > Reset > Reset Network Settings) 8. If problems continue, delete messages and message threads. You can back these up beforehand using apps from the app store. 9. If text messages continue to duplicate, contact us to check the network near you.

Short codes don't work 1. Check if the short code you're using is: o Not in the U.S.: T-Mobile does not support sending to international short codes. o From T-Mobile.: You can turn on/off marketing communications. See Manage Privacy & Notifications. 2. Make sure your account is not Simple Choice No Contract. That account type restricts premium services and short codes.

3. On My T-Mobile, your primary account holder can look for and remove Message blocking services or Family Allowances from the line: o Change your services, then clear check boxes for any blocking service, and click Next to confirm. o In addition to message and email blocks, remove 'Block Content Downloads' as it blocks messages to some short codes. 4. Check your signal to make sure you're connected to the T-Mobile network. Short codes do not work while roaming on another network. 5. Restart the device. 6. For Android devices, check that the short codes settings are enabled. 7. Double-check the short code you're using is correct, and try again. 8. If the short code is still not responding, contact us to check for any outages or account trouble.

Voicemail issues Can't call voicemail 1. Check your phone shows at least 2 bars signal. If you have less, your signal is too low for reliable service. Check out Signal issues. 2. Dial your own phone number, and check voicemail is set up. If it's not, see How to use voicemail for Set up your voicemail. 3. Try the different way to dial, listed on How to use voicemail for Check your messages. 4. If you are: o Using a non-T-Mobile phone, try calling 1-805-MESSAGE (not the 1 key or pre-programmed voicemail buttons). o Roaming internationally, see how to call your voicemail and potential charges on International roaming checklist. o Hearing an error message, ringing, or busy signal when voicemail plays, try pressing 7. 5. If you still can't connect to voicemail, contact us from another line. We need to look at how your account was set up and any recent service problems.

Unanswered calls don't go to voicemail 1. Dial ##004# and press Send. This resets call forwarding settings. 2. Turn off Wi-Fi Calling. 3. Uninstall or disable any downloaded apps that make calls or manage voicemail. 4. Have a contact call you and leave a message. 5. If the call doesn't go to voicemail, check your phone call forwarding setting for "When unanswered" is forwarding to 18056377249. 6. If calls still do not go to voicemail, contact us from another line. We need to look at how your account was set up and any recent service problems.

Visual Voicemail (VVM) messages not downloading or showing 1. Dial your own phone number to make sure voicemail is set up. If it's not, see How to use voicemail for Set up your voicemail. 2. Call your voicemail inbox. o Confirm there is a message that hasn't shown in the VVM app, and save it. o If there is no message, then leave yourself a new message as a test.

3. Turn off Wi-Fi to ensure you're using T-Mobile network data. 4. For Android phones: o Make sure you have the T-Mobile Visual Voicemail app. If not, download it from the Play Store. o Open the Play Store, check for updates. Download any updates to the VVM app. o Sync the inbox. For help, see T-Mobile Visual Voicemail app. o Clear the app cache and app data of the VVM app. (Visit the Devices page for help.)  Clearing the data will delete any messages over a month old and any messages saved only in the VVM app.  To save messages or send as email, see T-Mobile Visual Voicemail app. 5. For Apple iPhone, see Set up Visual Voicemail on your iPhone - Apple Support. 6. Uninstall downloaded battery saver apps. 7. Restart the phone. 8. Try to play a voicemail. If the message won't play, uninstall and re-download the Visual Voicemail app. 9. Update the phone software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps. 10. Check the phone storage space, and make sure at least 15% is free. If there's less, T-Mobile recommends clearing space for the device memory to work properly. 11. If you are still having a problem with Visual Voicemail, contact us from another line. We need to look at how your account was set up and any recent service problems.

Voicemail messages have poor audio quality If one or a few messages have poor audio quality, the person calling was experiencing problems. Have the person try again. If still poor quality, have them contact their service provider.

Signal issues or no service No signal 1. Restart the device. Restart your device regularly to reconnect to the network, especially after travelling between towers. 2. See the Coverage Map to ensure your area is within T-Mobile coverage. o If it's not, we cannot provide or guarantee service. o Visit https://howmobileworks.com, and sign our petition to improve coverage in your local area. 3. On My T-Mobile, log in to check that your line is active (or for prepaid lines, it must have a balance). 4. Check that Airplane mode is off. 5. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only. o This prevents any Wi-Fi Calling issues with interfering with signal. o If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems. instead. 6. Turn off Wi-Fi to ensure you're using T-Mobile network. 7. Check the device Network mode is set to Auto. 8. Remove any cases or covers from the device. 9. For Apple iPhone:

o

Reset network settings. (Settings > General > Reset > Reset Network Settings) o Verify the 'T-Mobile Carrier Settings' are up to date. You can do this over Wi-Fi. Update your carrier settings on your iPhone or iPad - Apple Support 10. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps. 11. Perform a manual network selection, to look for networks your device can connect to. If you see: o Registered to T-Mobile network, but no signal: The problem is likely low or no coverage. If the coverage map showed goodcoverage, try switching to 2G or turning off LTE, then Contact us to tell us if it helped or not. o T-Mobile network is not available: The problem is likely no coverage. If the coverage map showed good coverage, perform a master reset. o T-Mobile network is available, but cannot connect: We'll need to check your SIM card when you contact us. o Network selection gets stuck or gives error: Perform a master reset. If that doesn't help, we'll need to check your SIM card when you contact us.. 12. Remove the SIM card from the device. o If you see chips or discoloration in the copper plating, we'll need to check your SIM card for replacement when you contact us. o If it's OK, re-insert it back into the SIM slot. 13. Check for signal. 14. If the phone still shows no signal bars or shows a "no service" error, Contact us. o If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). o Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

Report location without service If you have no service in a location where you normally have coverage, please start by turning your device off and on again. Then follow No signal steps above. We just want to take care of any other problems first. When you're done with the steps, you'll need to Contact us to have one of our experts file a ticket. If you can't call us, that's OK. You can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). We can help through any of those options. Alternately, if you're in a location where you want to see coverage improved, visit https://howmobileworks.com, and sign our petition to improve coverage in your local area. No signal 1. Restart the device. Restart your device regularly to reconnect to the network, especially after travelling between towers. 2. See the Coverage Map to ensure your area is within T-Mobile coverage. o If it's not, we cannot provide or guarantee service. o Visit https://howmobileworks.com, and sign our petition to improve coverage in your local area. 3. On My T-Mobile, log in to check that your line is active (or for prepaid lines, it must have a balance).

4. Check that Airplane mode is off. 5. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only. o This prevents any Wi-Fi Calling issues with interfering with signal. o If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems. instead. 6. Turn off Wi-Fi to ensure you're using T-Mobile network. 7. Check the device Network mode is set to Auto. 8. Remove any cases or covers from the device. 9. For Apple iPhone: o Reset network settings. (Settings > General > Reset > Reset Network Settings) o Verify the 'T-Mobile Carrier Settings' are up to date. You can do this over Wi-Fi. Update your carrier settings on your iPhone or iPad - Apple Support 10. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps. 11. Perform a manual network selection, to look for networks your device can connect to. If you see: o Registered to T-Mobile network, but no signal: The problem is likely low or no coverage. If the coverage map showed goodcoverage, try switching to 2G or turning off LTE, then Contact us to tell us if it helped or not. o T-Mobile network is not available: The problem is likely no coverage. If the coverage map showed good coverage, perform a master reset. o T-Mobile network is available, but cannot connect: We'll need to check your SIM card when you contact us. o Network selection gets stuck or gives error: Perform a master reset. If that doesn't help, we'll need to check your SIM card when you contact us.. 12. Remove the SIM card from the device. o If you see chips or discoloration in the copper plating, we'll need to check your SIM card for replacement when you contact us. o If it's OK, re-insert it back into the SIM slot. 13. Check for signal. 14. If the phone still shows no signal bars or shows a "no service" error, Contact us. o If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). o Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

Report location without service If you have no service in a location where you normally have coverage, please start by turning your device off and on again. Then follow No signal steps above. We just want to take care of any other problems first. When you're done with the steps, you'll need to Contact us to have one of our experts file a ticket. If you can't call us, that's OK. You can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+). We can help through any of those options. Alternately, if you're in a location where you want to see coverage improved, visit https://howmobileworks.com, and sign our petition to improve coverage in your local area.

7. 9.