Problems
Troubleshooting
When the connection plays up, it is tempting to change your phone or operator right away. But the cause is often simpler: where you are in the room, the cold, a congested network or a background app. Work through the steps; it is quicker than it seems.
Before blaming the phone, move it to the windowsill: half of all connection problems are solved by a single metre.
How this section works: we describe safe checks you can do yourself. We do not suggest opening devices or tampering with the operator's equipment.
Common situations
The signal drops indoors
The signal is weakened by walls, metal roofs, foil-backed insulation and energy-efficient glazing. Try the windowsill or an upper floor, and if you have cable or satellite internet at home, ask your operator about Wi-Fi calling.
Calls cut out
Usually the phone is at the edge of the coverage area and keeps switching between towers. Stand still during the call, move away from walls and check whether a mode that restricts the network to a single standard is turned on.
The phone shuts down in the cold
A lithium-ion battery temporarily loses some capacity in the cold, and the phone may switch off even when it shows charge remaining. Warm it in an inside pocket; once you are back in the warmth, the capacity usually recovers.
Pages never finish loading
Check whether something is downloading in the background and turn on data saver. If you have bars but no data, restart mobile data or switch airplane mode on and off.
Condensation has appeared on a device
These are droplets of moisture that form on a cold device in a warm room, sometimes inside it as well. Switch it off, do not charge it and let it warm up gradually, preferably in a bag or case.
The phone will not charge after being outside
Manufacturers advise against charging lithium-ion batteries below freezing. Wait until the device has warmed up to room temperature, and only then plug in the charger.
General checking procedure
Note where and when
Write down where and at what time the connection is worse. If the problem happens only in the evening, the network is probably congested; if only in one room, the walls are in the way.
Compare with another phone
Ask a neighbour or someone at home to check the signal on their device. If it is poor for everyone, the problem is not your phone.
Restart the connection
Switch airplane mode on and off or restart your phone: it will pick the best available tower again.
Check your settings
Make sure mobile data is on, data saver is not blocking the app you need, and the date and time are set correctly.
Contact your operator
If things got worse suddenly and for everyone around you, give your operator the address and time: that way a problem on their side will be found faster.
Read also
- Tools
What is already built into your phone and computer: data saver, offline maps, power saving and checking signal strength.
- Guides
Practical guides: how to work on slow internet, save data and prepare for a trip without coverage. The article catalogue is here too.
- Comparisons
Mobile, satellite or wired internet, an external antenna or a repeater, a power bank or a spare phone: pros and cons without brands.
- Safety
Emergency calls, careful handling of devices in the cold and staying safe online when the connection is weak or not your own.
- Glossary
Connectivity terms in plain words: signal and cell towers, latency and speed, antennas, repeaters and satellite orbits.
Sources
- Smartphone and battery manufacturers' instructions
- Reference material from telecom operators
Information about batteries, condensation, communication satellite orbits and calling emergency services has been checked against publicly available material from manufacturers, operators and the relevant authorities as of the date this page was prepared. Menu items on your phone or computer may be named differently, so we describe them in general terms.