Data Connectivity Problems

If your data connection is intermittent, or your device is having a hard time connecting to 3G/4G, please follow the suggested steps below to resolve this. Please ensure you have wifi available before performing these steps:

For most Android phones:

  1. Go to Settings > WiFi and slide Wifi on if it is not already enabled.
  2. Connect to a Wi-Fi network if you're not already connected. You might need to know the password for the wifi network in order to connect. 
  3. Turn Airplane Mode off if it's on. You can usually find Airplane Mode under Settings > More... or Settings > More Settings .
  4. Go to Settings > More... (or More Settings) > Mobile Networks > Mobile Data> Toggle it OFF and back ON
  5. Go to Settings > More... (or More Settings) > Roaming > Roaming Network > Change this to Sprint Only.
  6. Go to Settings > System Update > Update PRL 
  7. Go to Settings > System Update > Update Profile (device may reboot)
  8. Test by launching Chrome or another browser.

For Samsung Galaxy devices running Android Kit-Kat or Lollipop:

  1. Go to Settings > Connections tab > slide WiFi on (if it is not already enabled)
  2. Connect to a Wi-Fi network if you are not already connected to one
  3. Go to Settings > Connections tab > More Networks > and make sure Airplane mode is off
  4. Go to Settings > Connections tab > More Networks > Mobile Networks > Mobile Data > Toggle it OFF and back ON
  5. Go to Settings > Connections tab > More Networks > Roaming > Roaming Network > Change this to Home Only.
  6. Go to Settings > More tab > System Updates > Update PRL 
  7. Go to Settings > More Tab > System Updates > Update Profile (device may reboot)
  8. Test by launching the Chrome or another browser.

For Motorola Devices:

  • Go to Settings > slide WiFi on if it is not already enabled.
  • Connect to a Wi-Fi network if you are not already connected to one
  • Go to Settings > More > make sure Airplane mode is off
  • Go to Settings > Data usage > Mobile Data > Toggle it OFF and back ON
  • Go to Settings > System Updates > Update PRL 
  • Go to Settings > System Updates > Update Profile (your device may reboot)
  • Test by launching Chrome or another browser.

If the steps above do not resolve the issue, please give us a call at TextNow Support using the contact info at the bottom of this page.. Please ensure to call from a different phone so we can troubleshoot the problem on your device. 

 

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Comments

  • Avatar
    Tena Wilson

    I thought my phone that i purchased from you would make calls anywhere i have access to Wi-Fi. I was in another city and on Wi-Fi but wasn't able to call unless I add funds to my account.

  • Avatar
    Kevin TextNow Support

    Hi, Tena:

    Thanks for contacting TextNow Support!

    Our phones work through Sprint's 3G/4G network when you don't have WiFi- make sure you have Mobile Data turned on your phone (you can ususally find it under the main Settings app > Mobile Data), as without it you won't be able to hit Sprint.

    You absolutely do not need to add funds to your account to call without WiFi, as all of our plans come with unlimited data to connect to the Sprint data network for calling and texting without WiFi.

  • Avatar
    Clarnwachukwu

    I just bought your service for my iPhone 5 and I'm trying to understand why I get a iMessage saying I am not allowed to send text messages.

  • Avatar
    Craig Koch

    I'd like to switch this phone LG volt and my textnow service plan to a different textnow account.

  • Avatar
    (505) 570-8442

    I would like to know how to contact textnow support on live chat?? i was able to connect once but since after then there;s been no luck, maybe i am doing this wrong??? Waiting for your prompt response.

  • Avatar
    Shannon Michaels

    I just started having problems with my data usage. My husband has as well. We both have the same phone, lg, and we stay connected to wifi but our data keeps running. He wants to go to another company but I'm trying to reaolve this because ive had the service for alnost 3 yeats. Pkease help. Already done troubleshooting and followed every source of info on the site. I need my data back and so does he.

  • Avatar
    TextNow .

    Hello,

    Thanks for reaching out to TextNow Wireless support!

    @Clarnwachukwu as it turns out iMessage will not complete your texts correctly when off of WiFi. If you go to setting, messages and turn off "send as SMS" your iMessage will work correctly. The reason for this is your TextNow plan is a data plan that the TextNow app uses to send texts and make calls, and iMessage is not able to communicate with the TextNow app to make and outgoing SMS.

    @Craig, I will send you an email to the one we have on file to best assist you.

    @(505), You can access the chat option from our main website Mon-Fri 9AM - 8PM Eastern and Sat - Sun 9AM - 5PM Eastern.

    @Shannon, I am sorry to hear about your data concern. The best method I use personally is to go to settings and turn off mobile data while on the WiFi. I will send you an email to the one we have on file to further assist you.

    Looking forward to assisting you all!

  • Avatar
    Valeriel Gott

    Screen flashing, low voice volume, as time goes by more glitching just not happy with this moto

  • Avatar
    Valeriel Gott

    Screen flashing, low voice volume, as time goes by more glitching just not happy with this moto

  • Avatar
    TextNow .

    Hello Valeriel,

    Sorry to hear about your phone! Please contact TextNow Support at the number you see below, and our agents will help troubleshoot the problem as well as go over your warranty and replacement options. We look forward to hearing from you soon!

  • Avatar
    kymberly woods

    Y'all keep cutting my phone off because I'm " using too much data too quickly " or whatever and this is like the 50 millionth time y'all did this and I keep having to pay my phone bill more than once a month because of it and my phone is currently suspended because of y'all and ive been trying to get a hold of y'all on that number but ive been on hold for and hour 4 times already and no ones picking up

  • Avatar
    Kevin TextNow Support

    Hi, Kymberly:

    I'm sorry to hear you couldn't get a hold of us last night. You can also use the chat window on this page to speak to a chat agent, and the Request Callback link at the bottom of this page to schedule a time to have one of our agents call you back, as alternate ways to get a hold of us. You can also drop me an email to orders@textnow.com as well.

    With regards to data usage, click here for our Fair Use policy about 2G data.

    We look forward to speaking with you soon!

    Edited by Kevin TextNow Support
  • Avatar
    . .

    Ive just got a message saying "We've noticed unusually high volumes of data usage on your device and unfortunately have had to temporarily suspend data service on your device so it doesn't affect service for other customers. Data will be re-enabled for your next billing period on 2016-09-17." This is absolutely ridiculous, without data your phone becomes literally unusable without WiFi, I do not have WiFi at home. I've only used 1000 mb, otherwise known as "Less than 1GB" how is that unusually high usage? I am very upset and this is ridiculous. How is unlimited 2g less than a gig? You have plans bigger than a gig. If this doesn't get fixes you can bet I won't be using this company again. This is very disappointing. I can't even send a text message.

  • Avatar
    Kevin TextNow Support

    HI, Earl:

    Thanks for calling into TextNow Support this morning! It looks like one of our agents got your account sorted out, so please let us know if we can be of any other assistance!

  • Avatar
    Joe Smith

    My wife has one of the Moto G "LTE" devices as it's called, the model# XT1031 and ever since she has had data this month, her phone keeps using background data galore.. after looking into why she was spending over 100+mb a day, I found that inside the Android OS itself is something connected constantly that you can't turn background data off for, and the crazy part is she has all other apps restricted.. it's like something is spying on her and some malware is trashing her data, please help.. she's had nothing but problems with it and I've asked about ways to get her the Moto G 3rd gen anyway cuz she wanted that anyway and I thought when I bought the XT1031 it would be a marshmallow candidate, that my only personal complaint for the phone personally, but the Android OS data thing eats all her data and she gets punished for the data overage when it's clearly not her fault, as soon as she gets home, I'd gladly take a screenshot of this to show you.. but I feel kind of robbed by it and she is so tired of the phone she wanted me to flash it with CyanogenMod thinking it would stop it and I said no because it may brake the phone and warranty, i personally paid for her usage and phone the last two months and I'd really just like to get her the Moto G 3rd gen. I have one of the Moto G LTE but it's not in service or i'd see if it was doing it to mine too

  • Avatar
    Valeria TextNow Support

    Hi Joe!

    I'm sorry to hear about the data issues you've been experiencing. The Android OS complies all of the data used up by the phone and compresses it, in order to assist users with their data usage. So essentially what you are seeing under the Android OS is the entire backbone of the device's smartphone functions.
    I assure you that we do not install any spyware on any of our devices (we don't even have the ability to track them if they are lost)

    I'm happy you didn't flash it, since it would have voided your warranty. I have gone ahead and sent you an email follow-up so we can look at the screenshots of your wife's data usage for further investigation!

  • Avatar
    Joe Smith

    Oh my, I am sorry after looking that over it did look like I was accusing almost like someone you work with did it or something.. I apologize I didn't mean anyone at textnow had done so or anything like that with the phone.

    I once had a Samsung captivate (galaxy s2) that between both at&t and Samsung both installed the spyware called Carrier IQ and it was a mess :( I really should have thought that out better before I posted above. I've used TextNow ever since the first iPod touch second generation was available, I always use the software and ignore my ADHD dribble above previous comment, I was only trying to say that was the last time I ever seen the system software (Android OS) ever consume data like it before, and being recertified phones I bought, it wouldn't shock me that the previous owner may have installed some shady apps or what not and likely didn't know.. it runs fine you'd never notice if it wasnt for that annoying notification about data usage is critically high and something about 4g/3g speeds going to drop to unlimited 2g and always pops up like every 5-10 minutes.. anyway as soon as she checks her messages I'll share them screenshots, she took her phone to work cuz we got like 2 feet of snow and it makes calls at least lol. Thanks for the fast response, TextNow support is always on spot fast, I rate them a 92 out of 100 for service, overall support, and for always trying to help :) thanks and will shoot that message ASAP Valeria

  • Avatar
    Valeria TextNow Support

    Thank you for the follow-up Joe!

    No offence was taken, do not worry! We simply wanted to make sure that we covered our bases.

    I will be looking forward to that email, and we'll talk to you soon :)

  • Avatar
    Paola Silva

    Hey recently i have been going away for distance of 1 hour and when i got over there i had no type of service down there . only when i come back home. Is this service works only where i am located ?? I need help because im moving to another state and dont want my service to not work when its connected

  • Avatar
    Valeria TextNow Support

    Hi Paola,

    I'm sorry to hear about your experience! I have responded back to your email with our coverage map and further information.

    Please let us know if you experience any issues responding to us!

  • Avatar
    emly milton

    Hi, this is Emily.

    I got the cheapest plan $13.99 for unlimited talk, text, and 2g data. My data has turned off. Unfortunately I don't have constant wifi connection at home. I got a message saying my data ussage was getting a little high so they turned it off. I no longer get text messages or phone calls and I can't send anything. From what I understand of unlimited talk,text, and 2g data meant that it could not be limited, now that my data has been limited and so has my talk and texts since my data is gone. I followed the directions very carefully for data connectivity for samsung phones, and it did nothing.

    Please, please help. I've only had the phone about two weeks and I finally got my phone number out to everyone and now the phone number is unreliable because I'm not getting any messages unless I'm at school (where the wifi lives) for only a small portion of the day.

    I didn't expect the data to be great or fast or the best, since it's supposed to be 2G or slower, however it's not there at all.

    If I've misunderstood something about the plan or the data connectivity please please inform me. I'm completely fine switching to a different plan by a company other than textnow if it means I can reliably send and receive messages and calls, but I would like to know whether something is just wrong temporarily with the connection, or with my settings, or with the plan I chose.

    Please,please reply as soon as possible.

  • Avatar
    Valeria TextNow Support

    Hi Emily,

    Sorry to hear about your troubles! Please refer to our Unlimited 2G FairUse Policy, as it appears you were suspended for violating it. Since this is your first suspension, I have reinstated your service immediately, and you should be able to restart your phone for further use :)

    If you ever experience issues with contacting our support line again, please feel free to speak with one of our live chat agents on textnow.com/wireless during our business hours of 9am-9pm EST Mon- Fri, 9am-4pm EST Sat-Sun.

    Edited by Valeria TextNow Support
  • Avatar
    Dionnawilliamsbradley

    I need help my date won't come on

  • Avatar
    Zach TextNow Support

    Hey Dionna,

    At this time we will need you to get into contact with us through live chat on textnow.com/wireless during our business hours of 9am-9pm EST Mon- Fri, 9am-4pm EST Sat-Sun. We will need to troubleshoot, so have your device charged and ready to go.

    Edited by Zach TextNow Support
  • Avatar
    Lorie Poore

    Why is the plans advertised unlimited data and so many ppl having problems with data usage issues. So is these plans not unlimited

  • Avatar
    Kristopher TextNow Support

    Hey Lorie,

    Thanks for the question. All of our plans come with unlimited talk and text, as well as an allotment of high speed data (based on the tier of your plan) and the unlimited 2G once your high speed data has been exhausted. However, once you've hit the 2G speeds you will be subject to our Unlimited 2G Fair Usage Policy.

    Keep in mind, you can upgrade your plan at anytime in the month to access a larger allotment of high speed data!

    I hope this helps!

    Edited by Kristopher TextNow Support
  • Avatar
    emly milton

    Hi this is Emily.
    I'm usually very happy with this plan service and am quick to recommend it but this is the second time my data has been turned off. I understand if my data is slow but it can't just be turned off my connection to my teachers, my coworkers, and my family is completely severed.

    Please, I'm desperate. I can't keep borrowing friends' phones to call my mom, and I can't borrow my mom's phone to call my friends or coworkers because they don't know that number and won't pick up.

    I don't have an internet plan and besides the data I get on my phone I have no way to use my textnow app.

    Pleeeeeeeeeeeeeeeeeease help me.

    I've followed the steps above just in case, but its still not reconnected.

  • Avatar
    Taylor TextNow Support

    Hi Emily,

    I'm sorry to hear that your connection has been cut off. I've taken a look at your account and sent you a follow up email to the one on your account. Please reply there so we can sort this out for you. :)

  • Avatar
    emly milton

    I'm sooo sorry, I didn't know how to restrict backround data usage and I didn't know how much social media apps used even if I wasn't using them. I read the fair usage policy and I restricted backround data on all my social media apps as well as a ton lot of other apps, and I've been using nothing but hotspots and school wifi for the past couple days an I really hope that my 2g data can be unrestricted.

    I'd also like to apologize for being stupid and not watching my data and being dumb not knowing how much I was actually using.

  • Avatar
    Kristopher TextNow Support

    Hey Emily,

    Thanks for taking the time to go through our Unlimited 2G Fair Usage policy. I have sent off an email to the address we have on file. Please follow-up with me there and we'll get this resolved for you.

    Edited by Kristopher TextNow Support