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What should I do if my device cannot connect to the internet using mobile data?
If you have issues accessing the internet when using mobile data traffic, please try the following:
Device settings issue:
a) Make sure the mobile network is turned on. Swiping down to access the quick settings from any screen ->click “mobile data” icon to turn on data access.
b) If your device is connected to Wi-Fi and this Wi-Fi cannot connect to the internet, please turn off the Wi-Fi from the notification panel and turn on mobile data. Your device will then connect to the internet using mobile data. Wi-Fi will be given priority for internet connections when Wi-Fi and mobile data are turned on simultaneously.
c) Try turning Airplane mode on and off.
d) Try to reset network setting by accessing “Settings”->“System”->“Reset”->“Network settings reset”->“RESET SETTINGS” ->“RESET SETTINGS”.
SIM card issue:
a) Check whether your credit has run out. Keep your credit topped up to avoid disruption to the internet service.
b) Check whether there are smudges or scratches on your SIM card’s metal surface. If necessary, contact your operator to obtain a replacement SIM.
c) Check if your device is locked into a specific Service Operator network. If yes, your device might only use the SIM card from this Service Operator. Please check the support bands on your device’s packaging and make sure the SIM card you are using matches these bands.
Signal coverage area issue:
Move to a location with a stronger signal and try again.
Try to reset or update your device. (Refer to Q How can I perform a factory reset on my phone & Q How can I upgrade my device).
If the previously described options do not help, you can contact our hotline or repair center to get more professional technical assistance. Find the hotline or repair center information from the TCL website or APP “Support Center”.