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Tips & Tricks

Troubleshoot, find support articles, run tests directly on your phone with the support application.
Read more and discuss the app here.

Z5 Compact Mobile Data Issues

Learner
Message 1 of 20
10,196 Views
Message 1 of 20

Z5 Compact Mobile Data Issues

Hey ,

 

I have had the Z5 Compact for only a few days but have already had some problems with it and was wondering whether anyone has any tips to resolve it.

 

I cannot get the mobile data connection to work. I have restarted the phone, contacted my network provider for the information to set up a new connection, have updated the software, have done a reset but nothing is working. I also do not have the 3G symbol next to my network provider so something seems to be missing or not working correctly.

 

I have put the sim into my Iphone and I do not have any problems. It immediately connects to 3G and I have internet and do not have to change any setup info. Its pretty frustrating as I have only had it for less than a week but have spent most of the time searching for a solution and am wondering, if there are this many issues, whether not to just return the phone.

 

Does anyone have any other tips to setup the mobile data connection?

 

Any help is much appreciated Slightly smiling Face

19 REPLIES 19
Phy
Forum Legend
Message 2 of 20
10,188 Views
Message 2 of 20

Re: Z5 Compact Mobile Data Issues

1. Settings
2. More
3. Internet settings
4. Accept
Sony Xperia Support
Message 3 of 20
10,149 Views
Message 3 of 20

Re: Z5 Compact Mobile Data Issues

Hi @fmh3,

Make sure that your phone downloads your network provider's APN settings by following the steps suggested by @Phy. You should get a notification if the download is successful, though you may need to restart your phone as well.

sony_sign_logo.png - Official Sony Xperia Support Staff


If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

Learner
Message 4 of 20
10,140 Views
Message 4 of 20

Re: Z5 Compact Mobile Data Issues

Thank you for this tip. However I have tried this multiple times( after updates and restarted the phone etc) and restarted the phone but it has not worked. It says the download is successful but still it wont connect.

Sony Xperia Support
Message 5 of 20
10,122 Views
Message 5 of 20

Re: Z5 Compact Mobile Data Issues

That is strange. Could you verify that the APN settings are stored if you go to Settings > More > Mobile networks > Access Point Names?
If possible I suggest that you try with another SIM in your Z5 Compact.

sony_sign_logo.png - Official Sony Xperia Support Staff


If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

Emperor
Message 6 of 20
10,103 Views
Message 6 of 20

Re: Z5 Compact Mobile Data Issues

@fmh3

 

Some carriers require to get the IMEI number added to your account before you can use their data, it doesn't hurt to contact them.




"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)

Highlighted
Learner
Message 7 of 20
10,075 Views
Message 7 of 20

Re: Z5 Compact Mobile Data Issues

Thank you for all the tips. The information was stored but it still didnt work. I had to do a factory reset of the phone and then manually enter the APN info. But I had to change the APN protocol to IPv4/IPv6 and the roaming protocol as well and change the authentication type to PAP or CHAP. Then I changed the network type to WCDMA - Restarted the phone and then could set it back to LTE. It could be that one of those steps is obsolete but now I have H or H+ next to my Connection so it seems to be working. I hope it stays like that. Thanks for the help.

Emperor
Message 8 of 20
10,068 Views
Message 8 of 20

Re: Z5 Compact Mobile Data Issues

@fmh3

 

That's a lot of work, still contact your carrier bc H+ it's not quite LTE 




"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)

Sony Xperia Support
Message 9 of 20
10,046 Views
Message 9 of 20

Re: Z5 Compact Mobile Data Issues

@fmh3 That's a lot of work indeed. Glad to hear that you were able to get it to work in the end.
Thanks for letting us know!

sony_sign_logo.png - Official Sony Xperia Support Staff


If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

One time poster
Message 10 of 20
9,996 Views
Message 10 of 20

Re: Z5 Compact Mobile Data Issues

Hi there,

 

I've had the same issue that @fmh3 outlined above and tried all the suggestions outlined, but nothing has worked.

 

Any further advice would be much appreciated!