Mobile Data Issue
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Troubleshooting overview：1Check the problem scenario →2 Confirm the place of use → 3 Metal protective check → 4 Data network settings→ 5 Send for repair/inspection
| Issue | Troubleshooting steps | Troubleshooting Scripts | Judgement criteria | Solutions | Suggested Scripts | Remarks |
| Mobile data issue | Step 1 Check the problem scenario | Are you unable to use mobile data with all apps, or a specific app? | Specific app | 1、 Check the data usuage status of the application. 2、Confirm whether the server of the third-party application is normal | 1、If you are unable to use mobile data in some specific applications， it is recommended that you first check whether its Internet access is disabled. Specifically,you can enter "SIM Card &Mobile Datet" in the settings, and then click "Date Usuage" and then "Network Permissions" to find the corresponding software and set it to "WiFi And mobile data"” 2、It is recommended that you compare with other mobile phones to see if the software can be used normally. If this application can not be used normally on other mobile phone, it may be a server problem of the third-party application. If this issue only occurs on your phone, please try restart you phone or reinstall the app Remarks: Offline games need to be reminded that data will be lost; Chat apps needs to be reminded to back up data | |
| All apps | Jump to step 2 | |||||
| Step 2 Confirm the place of use | What is the certain place when the problem occurred? | Bus station, classroom, stadium, basement, underground garage, elevator, high floor, on car, train, high-speed rail | Try to restart/switch the Aeroplane mode search network after leaving a certain place for a distance | The signal will be poor or unstable in these specific places. It is recommended that you try to leave the area for a distance, then restart the phone or switch the Aeroplane mode to see if the problem can be solved | ||
| Step 3 Metal protective check | Are you using a metal protective case? | Yes: mobile phone signal may be affected | Remove the metal protective case | Sorry for the inconvenience, because the material of the metal protective case has the characteristics of shielding and anti-interference, which may cause poor signal or unstable conditions on the mobile phone. It is recommended that you remove the metal protective case to see if the issue can be solved. | ||
| Step 4 Data network settings | Please check if the mobile data has been switched on. | Yes | Please reset the access point name or try other sim card | 1、If the mobile data status is enabled, please reset the access point name settings-SIM card&moible data-SIM-Access point name-click the ":" icon at upper right corner to reset access point 2、Please try with other SIM card to see if this issue is caused by the carrier. | ||
| No | Enable the mobile data | It is recommended that you switch on the mobile data | ||||
| Step 5 Send for repair/inspection | Sorry for bringing you a bad experience. Please bring the purchase invoice, warranty card and mobile phone to the OPPO customer service center for testing. Our professional engineer will help you solve it. Would it be convenient for you to come? | Send for repair | If the user is willing to come, you need to proactively inform the user that there is an appointment service, and remind the backup data | |||
| [Special Scenario] If the user directly describes the following specific scenarios, then follow the solution below: 1、Unable to enable mobile data while using international roaming： (1) Make sure the data roaming switch is turned on (2) Have you contacted the operator to open the international roaming service? Yes: Confirm whether the mobile phone parameters support the frequency band used by the local area [Knowledge Base search term: function parameter table, network frequency band] No: It is recommended that you contact the corresponding operator for processing | ||||||