How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 36526
Experience:  IT Engineer for over 15 years
32989067
Type Your Mac Question Here...
Richard is online now
A new question is answered every 9 seconds

I have an I phone 5. My data stopped working, My carrier

Customer Question

I have an I phone 5. My data stopped working, My carrier says I need an ATN name to fix the problem. Can you help. Jim Colomb
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you running?
Customer: 10.3.1
JA: Have you installed any updates recently?
Customer: yes
JA: What troubleshooting have you tried?
Customer: Called carrier. I am a novice with tech. We have a new sim card but no luck
JA: Anything else you want the Mac expert to know before I connect you?
Customer: Just need help
Submitted: 2 months ago.
Category: Mac
Expert:  Richard replied 2 months ago.

Hi there and welcome

Please go to settings, general, reset, reset network settings.

Tell me if you then get data please

Customer: replied 2 months ago.
no data
Expert:  Richard replied 2 months ago.

Which carrier do you use?

Customer: replied 2 months ago.
I need Help to get my data to work. Thanks Jim Colomb
Expert:  Richard replied 2 months ago.

Which carrier do you use?

Customer: replied 2 months ago.
Trac Phone
Expert:  Richard replied 2 months ago.

thanks

Click on my link below

https://www.tracfone.com/apn

And follow the settings to set the APN on the phone that it tells you

Let me know the results please

Customer: replied 2 months ago.
says the phone does not need to be reset to APN
Expert:  Richard replied 2 months ago.

what is the phone number you entered?

Customer: replied 2 months ago.
Customer: replied 2 months ago.
my payment info is correct
Expert:  Richard replied 2 months ago.

Go to settings, Cellular, is Cellular Data turned on?

Customer: replied 2 months ago.
Expert:  Richard replied 2 months ago.

ok, then it is not the APN or phone but that you have no data services enabled on the account

Call them on 1-***-***-****

Inform them data is on and that the APN is not the issue and to check your account for data services

Let me know the results please

thank you

Customer: replied 2 months ago.
I have been on the phone with them for several days and many hours. They seem not to be able to fix the data. The phone works, and wifi works.
Expert:  Richard replied 2 months ago.

Yes, and data is on and the APN is correct, but the only step left is to do a full reset of the phone.

This will remove all your data and return it to new, but we cannot avoid this, so backup any data first.

then go to settings, general, reset, erase all content and reset settings

Let this complete and when it has, setup the phone and tell me if it then connects please

Customer: replied 2 months ago.
I reset the phone and still can not access the data network. Says I am not subscribed to a cellular data network. My plan with trac phone shows that I am.
Expert:  Richard replied 2 months ago.

Thanks, ***** ***** can only be with Tracfone, I know it is frustrating and you have had contact with them for many days but this is where the issue is.

In effect you have a brand new phone, and it would now work if the phone was at fault.

Call them and tell them everything we did here and they must see this, if not ask to speak to their supervisor as this is where the issue lies.