If you’re having any issues with calling, texting, or anything involved in using data, we’re going to provide you with some common network troubleshooting steps. So, if you’re having issues, try the steps below. If you’re still having issues after that, ask your community here or contact Care on chat or social for some support.
Are you still having trouble? Click here or chat into Care via our app or social.
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Make sure your SIM card is inserted correctly.
Remove your SIM, turn your phone off and on, and then re-insert your SIM once it's back on. Verify this has worked by sending a text, making a call, and accessing the internet without WiFi.
Confirm you are using a compatible device. Verify you are in the Visible coverage area. If you are in an area where your device doesn't show signal, connect to Wi-Fi.
Check for updates to your device's operating system. If you're not sure how these articles will help: Android and Apple
Make sure you have the most current version of the Visible App. If you're not sure how this article will help: Android and Apple
Confirm you are up-to-date on any payments. Check if your phone has "Airplane Mode" enabled.
iPhone: Go to Settings > Airplane Mode. If the slider is turned on, turn it off. You will know it's off because it will be gray. Android: Go to Settings > Network & Internet > Airplane Mode. If the slider is turned on, turn it off. You will know it's off because it will be gray.
Confirm LTE is enabled.
iPhone: Go to Settings > Cellular > Cellular Data Options and confirm Enable LTE is checked. Android: Go to Settings > Network & Internet > Mobile Network and confirm the Mobile Data option is toggled on.
Confirm voice/data is enabled.
iPhone: Go to Settings > Cellular > Cellular Data Options > Enable LTE. Make sure that the option for "Voice & Data" is selected. Android: Go to Settings > Network & Internet > Mobile Network and confirm the Mobile Data option is toggled on.
Confirm the status of Roaming. If enabled, you should disable it.
iPhone: Go to Settings > Cellular > Data Roaming. Android: Go to Settings > Network & Internet > Mobile Network.
Reset network settings.
iPhone: Go to Settings > General > Reset > Reset Network Settings. Android: Go to Settings > System > Advanced > Reset Options > Reset Wi-Fi, mobile & Bluetooth.
Make sure your SIM card is inserted correctly.
Remove your SIM, turn your phone off and on, and then re-insert your SIM once it's back on.
Verify this has worked by sending a text, making a call, and accessing the internet without WiFi.
Confirm you are using a compatible device.
Verify you are in the Visible coverage area.
If you are in an area where your device doesn't show signal, connect to Wi-Fi.
Check for updates to your device's operating system. If you're not sure how these articles will help: Android and Apple
Make sure you have the most current version of the Visible App. If you're not sure how this article will help: Android and Apple
Confirm you are up-to-date on any payments.
Check if your phone has "Airplane Mode" enabled.
iPhone: Go to Settings > Airplane Mode. If the slider is turned on, turn it off. You will know it's off because it will be gray.
Android: Go to Settings > Network & Internet > Airplane Mode. If the slider is turned on, turn it off. You will know it's off because it will be gray.
Confirm LTE is enabled.
iPhone: Go to Settings > Cellular > Cellular Data Options and confirm Enable LTE is checked.
Android: Go to Settings > Network & Internet > Mobile Network and confirm the Mobile Data option is toggled on.
Confirm voice/data is enabled.
iPhone: Go to Settings > Cellular > Cellular Data Options > Enable LTE. Make sure that the option for "Voice & Data" is selected.
Android: Go to Settings > Network & Internet > Mobile Network and confirm the Mobile Data option is toggled on.
Confirm the status of Roaming. If enabled, you should disable it.
iPhone: Go to Settings > Cellular > Data Roaming.
Android: Go to Settings > Network & Internet > Mobile Network.
Reset network settings.
iPhone: Go to Settings > General > Reset > Reset Network Settings.
Android: Go to Settings > System > Advanced > Reset Options > Reset Wi-Fi, mobile & Bluetooth.
