Appliance Repair Questions? Ask a Technician for Answers ASAP
Hi thanks for choosing Just Answer ,my name is XXXXX XXXXX it receiving and calling out?
yes, but cant connect to internet, google emails!
google and or emails, cant download androids either
have you checked the apn settings?
it is odd that the shop wouldnt set this up automatically is the shop a third party of telstra or is it owned by telstra?
telstra tried everything this morning, no bars on the connection, reset all codes, everything nothing worked, telstra says it's the phone it's a lemon!
I'm technically challenged :) where do I find the apn settings?
are you able to make calls?
if you dont have bars you cant make calls either
I'll try it now, just a min.
also they did put a sim card in correct?
seems odd they would let you leave without exchanging phone, i'm in states dont know how it works over there but here they wouldnt let you leave with a malfunctioning phone
yes I can make calls and text message, yes they put the sim card in correct, they tried the sim card in another phone and it got internet connection to face book.
need to check apn settings
if you can make calls the radio is working and internet should work as they use the same hardware as the itnernet
do you know how to get into the menu?
how do I do that?
if you turn on the phone
should be 3 buttons along the button
i think the far right is a menu button
ive got that
if you click menu button and then scroll to the side
looking for an icon that says settings
shaped like little gear
yep done that
so there should be a listing
for wireless connections
something along those lines
wireless n network?
and then in that section should be a listing for
no, wi-fi settings, wi-fi direct
what does it say in that section
did you select network/apn
kies via wi-fi bluetooth,
you selected network?
wi-fi settings wi-fi direct bluetooth, usb utilities, tethering and portable hotspots. thats it?
you are in wifi settings
i believe back up one menu
by hitting back button
and then tell me
what you have
we arent setting up wifi we are setting up GPRSv
wireless and network
back up one more tell me what you see
wireless and network shoudl be right
if you click wireless and network
it says kies?
ok so this is the list, flight mode, wi-fi settings wi-fi direct kies via wifi bluetooth settings, usb utilities tethering and portable hotspots, vpn settings mobile networks
is mobile networks
separate from vpn settings?
cause we want mobile networks
what does it say
ok we have use packet data, data roaming, access point names, network mode, network operators
we want access point names
then tell me what you have
ok telstra internet (with green light on) telstra mms, telstra internet
green light usually means good
click on telstra
and tell me what the settings are
how do I find the settings
you have 2 telstras?
did you have 2 apns or one?
3, telstra internet (telstra.iph) telstra mms (telstra.mms) telstra internet (telstra.wap)
which one has green light?
ok if you click on the iph
it should bring up settings
for that apn
yes that goes to edit access point
yes click edit
and tell me what you have in there
i'm not sure what iph even is
should be about 12 settings or so
just comes up with apn with a box with telstra.iph. ok or cancel
if you hit the menu button at the bottom
does it have an option for edit?
cause we want to edit apn
no menu bar at bottom
what i mean is
you have the 3 buttons
at the bottom
if you hit the menu one shoud be like 3 line looking thing
like we did earlier it should bring up a little menu
ok says, name telstra internet, apn telstra.iph proxy not set, no edit button
3 buttons say, delete apn, save, discard,
what about if you click on the mms one
back out of that one
mms port (not set)
ok your actually in the settingts
for the iph
can you tell me what it says from the top down
username, password, server,, mmsc, mms proxy, mms port, mcc, mnc, authentication type, apn type
ok are all these blank or do they have something listed under them?
cause they need to have settings on them
also did you have an iphone before this phone or did they give you a new sim
and do you have 3G in your area?
name...telstra internet, apn...telstra.iph proxy...not set, port...not set ,username.. not set, password.. not set , server not set mmsc.. 01 authenticity type ....chap, apn type...internet
ok new plan
if you hit back button
and you back out of this
and then hit menu see if there is an option to reset to default or delete all
we want to delete all 3 apns
ok reset to default
all 3 gone?
no 2 left telstra internet (telstra.iph & telstra mms
this must be coming off your sim card
can you select the iph one
and then hit menu and delete it?
so we can delete them one by one?
we want it so there is no apns left so we can make new one
yes, thats the one with the green light on, now it takes me to the edit access point
can you delete it?
if you hit menu?
yes it's gone, but still telstra mms
ok go into that one
and do the same
ok... no items.
sorry this is taking so long
ok is there an option to make new one?
thats ok, I'm the biggest problem. technically challenged, sorry,
ok click that
the name will be Telstra Internet
we have edit access point
if its the new one yes click edit
then type that in the name
tell me when you have that
name telstra internet,
yes capital T capital I
have to be very specific on these settings
oh no I put in all lower case
for all these settings i'm going to give you put them exactly how i say them
once you have the name
the next should be the apn
the apn will be telstra.iph
tell me when you have those 2
ok the next ones we are going to leave alone
and we are going to skip all the way down till you see mmsc
tell me when you see it
mmsc will be http://mmsc.telstra.com:8002
MMS proxy will be 10.1.1.180
MMS port will be 80
MCC will be 505
MNC will be 01
then we will skip down to APN protocol and i believe it has options on that one let me know when you get to that one
you do have a data plan correct?
next one down after mnc is authenticity type, then last one apn type
we are skipping those
we want apn Protocol
I dont have it?
if you try scroll up
like take your finger and drag the screen upwards
see if it will go down further
no only the things I listed previously
is there a menu option now to save this apn
go ahead and save it
and then we need to get to the menu before this one
and check one more thing
I pressed save and now we have apns telstra internet (telstra.iph with a green light on
ok hit back button
goto previous menu
and tell me what it says again
mobile network settings?
whats the options again?
use packet data, data roaming, access point names, network mode, network operators
ok network mode
click that one
whats it set to?
gsm/wcdma (auto mode), or gsm only.
which one is it on?
ok we want auto mode
gsm/wcdma (auto mode)
which one was it set to?
we want auto mode
ok back out of that one
and we want to turn the phone off then back on
I don't know originally, ok pressed that now we are back to mobile network settings
ok now turn the phone off
then back on
and you have a data plan you said?
also are you seeing bars at the top of the screen when itson?
showing your signal?
yes think phone will need charging soon. 1 bar
you only have 1 bar?
thats a little low could also cause some probs with internet
next to the bar do you see anything
like up and down arrows or
an E or 3G?
no problems in the house with computers?
computers dont run off the same internet
this is off of cell phone towers
which btw you can also run your phone off your house internet if you have wireless in your house
but thats later
so did you notice anyting next to bars?
like arrows or letters?
up n down arrow or symblol that resembles that?
are you asking me or your saying you have that?
sorry, I have it.
so do you know how to get to your web browser?
click it and see if it will load a page
with one bar it will be slow if it works at all
web page not available
this could be a weak signal
i cant verify that
what page was it loadign?
but even when I went in to the telstra shop, we couldnt connect
did you try google.com
well yes but i believe those apn settings you had were originally wrong
its possible they don have your sim setup correctly for a data plan either
although you said it worked in another phone
I don't have a google page, I tried connecting to bigpond. my internet
dont think you can do that
you can type in the address
www.google.com at the top
ok just let me try google.
no won't connect
did you type in www.google.com with nothing else?
there is one more thing you can put in you will have to delete the apn you have
yes, still cant connect
and put a different one in
its possible you are not in a 3G area at the moment
maybe it wont roll back to 2g
with that apn
I don't know, I don't understand, I didnt have any problems with my old phone, and this phone has the same sim card in it?
what was your old phone?
ok if you want we can try one more setting
you would need to delete the apn we made
and type another in but its a shorter one
now Im in wireless n network settings
ok click mobile
and click the apn for telstra internet and edit and delete
network mode , network operators?
access point names
ok click that one
however you deleted it before
then click new apn
one more question
new apn or reset
is this a prepaid phone you have
once you have old one deleted we want new apn
do you have what tahey call a datapack?
apn not set
or just data plan?
1GB/mth is that what you mean
i mean data bundle
ok we are just going to do the simple one
ok are you on new pan?
just type in internet as the name
I have a connect plan 1GB/mth
are you on new apn right now
where you can type the name
ok all lower case?
ok next one
what is it
should say APN i believe
is there one that just says APN?
or was that the first one?
yes, I did that I put in internet
1st one was name,
ok i'm sorry
ok the first one is name and the 2nd one is proxy?
name, apn, proxy, port, username, pasword
we need to goto apn
and type in telstra.internet
all lower case
ok I'm lost now. just a min please.
I'm lost, wireless and network..then where
ok sorry, network mode?
ok got it, telstra internet (telstra.iph)
you still have iph in there?
yes with green light on, and underneath is untitled. (internet)
ok nevermind for now
just click on untitled
ok we want telstra.internet
in the apn
name, apn, proxy, port, username,
and then username=guest
leave everything else the same and click save
ok then click back to the previous menu
were it said telstra.iph and untitled
and you see the green dot
there should be a dot next to untitled thats not green
yes, on telstra. iph
ok see the dot that is grey or black next to untitled?
click on that dot
see if it goes green
I pressed that and it's taken me back to edit access point
ok need to go back again
ah, now it's green next to telstra.internet,
and click the telstra.iph see if you delete
now go back one more menu
and we are going to click on network operators and check something
mobile network settings
ok let it go for a min
what does it list
search networks, select automatic, telstra 3G available, telstra 2 G available, vodofone au, vodafone2g
ok now mobile network settings
restart phone one more time
ok hang on
ok, no network connections
might take a min
you mean at the top?
from what we have tried it should be working so it is possible phone is not working correctly
did you pay out right for phone
are you under contract?
when I restarted I clicked on internet and it says web page not found
i would have them exchange for another phone
i'm sorry i cant get it going but it seems it is not communication with towers
I think I'm going to have to do that, thank you so much for your patients and expertise today, you've been a great help. I'm sorry for being so hard to deal with..
sorry i could not get it going
you have a great day and thanks for all your help, you've deserved every cent lol
you have a good day too