DS-VisibleMgr
Community Manager
Community Manager

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. 

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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. 
  • 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.