Mobile Network Troubleshooting Steps

coverage issue (weak/poor signal)

1. Turn off any other devices that produces electromagnetic induction, viz. Router/Modem as it may conflict with network signals.

2. Restart your mobile handset.

3. Try inserting the SIM in a different handset and check if your issue is resolved.

4. Still No Fix -> Contact us. We are happy to help you!

voice Qualit Issue (cross connection, echo, loop back, no sound, mute call, call drops)

1. Please try restarting your phone once.

2. Please try using the sim in a different handset, since it could be a handset issue as well.

3. Still No Fix -> Contact us. We are happy to help you!

network down (no network signal, SIM registration failed)

1. Try selecting the network manually following the below steps
- Choose the appropriate OS for more information about selecting network manually:

andriod - selecting network manually for andriod OS

1.  Go to > Settings
2. More
3. Mobile/Cellular network
4. Network Operator
5. Select "Vi™, iOS, Blackberry

iOS - selecting network manually for IOS

1. Go to > Settings
2. Carrier
3. Turn Off Automatic
4. Search Network
5. Select "Vi™"

windows - selecting network manually for windows phone

1.  Go to > Settings
2. Mobile + SIM
3. SIM Settings
4. Network Selection
5. Search for newtork
6. Select "Vi™"

Blackberry - selecting network manually for Blackberry phone

Blackberry 10 OS

1. Go to > Settings
2. Network Connection
3. Mobile network
4. Network selection Mode > Manual
5. Scan
6. Select "Vi™"

Blackberry 6 to 7.1

1. Options
2. Network Connection
3. Mobile network
4. Network selection Mode > Manual
5. Scan
6. Select "Vi™"

2. Check if the SIM is damaged

3. Restart your mobile handset

no access to incoming/outgoing calls and SMS issue (unable to make/receive calls or SMS)

unable to make call or send SMS

1. Try sending the message/calling to a different number.

2. Have you tried restarting your phone.

3. Try inserting the SIM in a different handset and check if your issue is resolved.

unable to receive calls/SMS

1. Please try calling from different number and check if you are still facing the same issue.

2. Have you tried restarting your phone

3. Try inserting the SIM in a different handset and check if your issue is resolved.

4. Still No Fix -> Contact us. We are happy to help you!

unable to browse

1. Is the issue you’re experiencing happening on only one website or app, or is it happening on all websites and apps?

- If you’re not able to access one specific app or website, but all other apps and websites are working fine, then there could be a temporary issue with that website or app. Try clearing your cache and cookies, or waiting for a few minutes.

In case you’re unable to use all websites and apps, please check your device settings. Check out how to do this below…

2. our top internet troubleshooting steps: 

step 1 - check your mobile data is switched ON.
- Go to your device settings and check the mobile data option. Ensure your mobile data is set to “ON”.

step 2 - Ensure the fastest data option is selected.
- Check which data symbol (G/E/H/H+/2G/3G/4GLTE/Volte) is displayed on Handset. If G/E/2G is displayed on your handset, go to network settings on your device, and ensure the network type is set to 3G or 4G. 

If the handset doesn’t show any symbol with the network bar please try to change the network selection mode from Manual to Automatic. 

step 3 - Check your SIM is in the correct slot.
- Is your handset dual SIM? Have you selected the default internet option for correct SIM slot? If you’re using a dual SIM device, ensure your Vi™ SIM is in slot 1, and set your Vi™ SIM as the default for internet usage.

step 4 - Check your data roaming is set to “on” if you’re currently roaming nationally.
-If you are currently roaming outside your home state and not able to use data, please ensure your data roaming option is switched “ON” on your device.

step 5 - Check your APN (Access Point Names) settings.
- In your device settings, look for the ‘SIM & Network’ option, then look for ‘Access Point Names’.
Make sure you have the correct Access Point Name selected:

For Android users – www
For Iphone users - iphone
For Windows users - www

step 6 - Ensure you have sufficient data available in pack/plan.
- Please dial *111# to check you have data balance, or visit the Vi™ app.

step 7 - If your data pack is over, check if you have given consent to use PayGo data.
- If your data limit is over, dial 1925 from your handset to provide consent to use PayGo data. PayGo consent allows you to use data services at standard rates post expiry of data limit in your pack/plan.

Don’t want to activate PayGo data? Simply recharge with your preferred pack here.

step 8 - Reset your network connectivity by switching Airplane mode on and off once.
- From your device settings, switch on the Airplane mode and switch it off after a minute. This often resolves any connectivity you might be experiencing.

step 9 - Try using your SIM in another handset.
- If you have tried steps 1-8, and you’re still experiencing problems, please try inserting the SIM in a different handset and try again. If you can use internet in the alternate device, then there may be an issue with your device. If you experience the same issues in the alternate device, then there could be a problem with your SIM card. Please visit us instore so we can provide further assistance.

coverage issue (weak/poor signal)

1. Turn off any other devices that produces electromagnetic induction, viz. Router/Modem as it may conflict with network signals.

2. Restart your mobile handset.

3. Try inserting the SIM in a different handset and check if your issue is resolved.

4. Still No Fix -> Contact us. We are happy to help you!

data speed

1. Try resetting your browser

- Please select your browser (Note: Resetting your browser will delete all the password and shortcuts saved in your browser) :

internet explorer

1. Click on the Tools option
2. Select Internet option
3. Click on the advanced Tab
4. Please click on the reset option

chrome

1. Click settings Icon
2. In the search box type "Reset"
3. Click on the "reset settings"

firefox

1. Click on help
2. Troubleshooting infomration
3. Refresh Firefox

safari - iPhone browser

1. Select Home button
2. Select settings
3. Select Safari
4. Scroll down you wil see -> Clear history, Clear cache and Clear cookies
5.  Select each of these option by answering yes when it asks if you are sure

2. Please try restarting your phone

3. Try inserting the sim in a different handset and check if your issue is resolved.

4. Still No Fix -> Contact us. We are happy to help you!

video call quality issue (buffering, disconnects, does not play)

1. Try using a different browser or Mobile Application.

2. Please try restarting your phone.

3. Try inserting the SIM in a different handset and check if your issue is resolved.

4. Still No Fix -> Contact us. We are happy to help you!

configuration (no symbol, no connectivity)

1. Try sending SMS as "ALL" To 199 to save the settings.

2. Restart your mobile handset.

3. Try using the SIM in a different handset and check if your issue is resolved.

4. Still No Fix -> Contact us. We are happy to help you!