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Troubleshooting mobile data

If your cellular data isn't working but talk and text are functioning normally, this guide will help you troubleshoot and fix the issue across all US Mobile networks (Warp, Light Speed, and Dark Star).

note

Make sure your line is configured with a data plan. You can check your account's dashboard.

Before you start​

Check these basics first:

  • Your device is unlocked
  • Update to the latest iOS or Android version for best performance
  • Confirm you're using the correct SIM card for your network:
    • Warp: Black SIM card
    • Dark Star: Red SIM card
    • Light Speed: White SIM card
  • VoLTE is turned on — go to Settings → Cellular → Cellular Data Options → Voice & Data (iPhone) or Settings → Connections → Mobile Networks → VoLTE Calls (Android) and make sure it's turned on
  • APN settings are configured — if you just activated or switched networks and data isn't working, check your APN settings before proceeding. This is the most common cause of data not working after a new activation.

Step 1: Check Wi-Fi and cellular data settings​

Most phones prefer a Wi-Fi connection and only use cellular data when Wi-Fi is not available.

For iPhone​

  1. Turn off Wi-Fi: Go to Settings > Wi-Fi and select the Wi-Fi on/off switch
  2. Turn on cellular data: Go to Settings > Cellular/Mobile data and set the cellular/mobile data switch to on
  3. Scroll down and check if the app you're trying to use is allowed to use cellular data

For Android​

  1. Turn off Wi-Fi: Pull down the notification tray by sliding your finger down from the top of the screen, then select the Wi-Fi toggle. Alternatively, select Settings > Connections / Network & Internet and turn Wi-Fi off from there.
  2. Turn on mobile data: Pull down the notification tray by sliding your finger down from the top of the screen, then select the Mobile Data toggle.
note

Most Android phones also have the mobile data option under Settings > Data Usage or Settings > More > Mobile/Cellular Networks.

Step 2: Turn off data roaming and change network mode​

Make sure your device is configured with the correct settings for your network.

For iPhone​

  1. Go to Settings > Cellular / Mobile Data > Cellular Data Options / Mobile Data Options
  2. Check Data Roaming — make sure all roaming options are turned off
  3. Check Voice & Data — make sure it is set to:
    • Warp: LTE
    • Light Speed: LTE
    • Dark Star: 5G Auto or 5G On

For Android​

  1. Swipe up on the home screen to access all your apps
  2. Go to Settings > Connections / Network & Internet > Mobile Networks / Cellular networks
  3. Check Roaming — make sure roaming is turned off
  4. Check Preferred network type / Network mode — make sure it is set to:
    • Warp: LTE/CDMA or Global (if you have a 5G phone, set it to NR/LTE)
    • Light Speed: LTE only (if your phone supports 5G, set it to NR/LTE)
    • Dark Star: LTE only (if your phone supports 5G, set it to NR/LTE)
note

If you're unable to find the network mode/preferred network type option on your device, use this hidden Android code: *#*#4636#*#* — this code helps you navigate to the preferred network type option menu.

Step 3: Check and update APN settings​

Most phones require proper APN (Access Point Name) configuration. APNs are automatically configured on your phone in most cases when you install a US Mobile SIM card or eSIM. However, if your APN profile isn't downloaded automatically, we have an APN setup tool to help you get up and running.

warning

APN settings are case-sensitive and don't include any spaces or special characters. Settings must be entered exactly as they appear below for your phone to work properly.

For iPhones​

Here's how to use the tool to download and install the APN profile on your iPhone or iPad:

  1. Open Safari on your iPhone and go to usmobile.com/apn-download.
  2. Choose iOS and your network, then select Download APN.
  3. Select Download when prompted to download the profile.
  4. Once the download is complete, go to your downloads, open the file, select the share button, and then Save to Files.
  5. Once the file is saved, open the Files app and select the downloaded file. Close the pop-up message that says Profile Downloaded.
  6. Go to Settings > General and select VPN & Device Management.
  7. Select the downloaded APN Profile and select Install in the top right corner.
  8. Turn airplane mode on, then off, and test your services.

For Androids​

If you're using an Android device, here's how to update the APN profile:

  1. Go to usmobile.com/apn-download
  2. Select Android
  3. Select the network you're on (Warp, Dark Star, or Light Speed)
  4. Select View APN Setup Guide — this will show the APN details you need to enter
  5. Open the APN settings page on your phone: go to Settings > Connections / Network & Internet > Mobile Networks / Cellular Networks > Access Point Names
  6. Enter the APN settings as shown on the APN Setup Tool
  7. Turn airplane mode on, then off, and test your services

(Optional) Step 4: Reset mobile network settings​

If your phone doesn't start working after following all the steps above, try resetting your mobile network settings:

  1. Go to Settings > System > Reset options > Reset Mobile Network Settings > Reset settings
warning

This will remove any saved Wi-Fi passwords on certain phones.

  1. Restart your device
  2. After the reset, follow all the steps in this guide (Step 1 to Step 3) again to make sure settings are configured properly

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