TROUBLESHOOTING

  • Problems connecting to the Internet

Symptoms

• No connection with the phone network (mobile data) but it works with Wi-Fi.

• Safari does not load webpages.

• The data connection is slow on the device.

• Intermittent data connection when using the mobile device.

• Unable to connect to 3G, 4G or LTE

• Alert message “Mobile data connection cannot be activated”

Solution: Follow these steps to resolve the problem/s. After each one, check if the problem is solved.

1. Airplane mode: Press Settings, change to airplane mode, wait three seconds and then change it back.

2. Restart the phone.

3. Check whether there is any software update. Some updates may require Wi-Fi connection.

4. Try from a different location.

5. Reestablish network configuration.

  • Problems with Vídeo

Symptoms:

• Loading time reached the limit.

• Keeps on loading and doesn’t stop.

• The video plays very slow.

Possible Causes:

• No internet connection.

• Low connectivity to the internet with 3G, 4G or LTE data.

Solution:

  1. Make sure you are within range of the router or Wi-Fi transmitting base.
  2. If your device has a mobile data service make sure that the mobile data usage for Applications is activated.
  3. Make sure you have an active Internet connection. If you have an Apple iOS device you can read the User’s guide to help you with Internet connectivity. For other devices, read the manufacturer’s guide.
  4. Check that Airplane (flight) mode is not on.
  5. If you are using a public network it is necessary to agree with the terms of use (*generally, there is a pop up message)
  6. If you want to test the broadband speed available, you can use www.speedtest.net and check your Internet speed.
  7. You should also make sure that other devices (tablets or laptops, for example) are capable of connecting to a Wi-Fi network or to the Internet.
  • I can’t reset my password

Symptom:

• I can’t reset my password.

Solution:

• Make sure you are connected to the Internet.

• Make sure you have the latest version of your browser (Firefox, Internet Explorer, Chrome, Safari). Previous versions may not be compatible http://whatbrowser.org/

• Make sure you are using the correct email address.

• If you’re trying to access from a work environment, check that a firewall is not blocking your access.

• Restart your device

  •  Error message: “Oops, you are not connected to the Internet”

POSSIBLE CAUSES:

• No Internet connection.

• Low signal connecting to the Internet.

Solution:

  1. Make sure you are within range of the router or Wi-Fi transmitting base.
  2. If your device has a mobile data service make sure that the mobile data usage for Applications is activated.
  3. Make sure you have an active Internet connection. If you have an Apple iOS device you can read the User’s guide to help you with Internet connectivity. For other devices, read the manufacturer’s guide.
  4. Check that Airplane (flight) mode is not on.
  5. If you are using a public network it is necessary to agree with the terms of use (*generally, there is a pop up message)
  6. If you want to test the broadband speed available, you can use www.speedtest.net and check your Internet speed.

You should also make sure that other devices (tablets or laptops, for example) are capable of connecting to a Wi-Fi network or to the Internet.