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Troubleshoot issues related to data connectivity and your Moto E

Last Updated: Mar 14, 2016

This article helps you troubleshoot data connectivity issues on your Moto E

You may have data connectivity issues if you're unable to:

  • Connect to the Internet
  • Browse websites
  • Send or receive multimedia messages
  • Load Internet content within applications
  • Send or receive email

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify mobile data is enabled.

    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Settings.
    3. Tap Data Usage.
    4. Tap the Cellular data switch to on if needed.
  2. Verify your Moto E is connected to the Sprint data network using Sprint Zone.

    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Sprint Zone.
    3. Swipe to the left to open Device Diagnostics.
    4. Look for Network:
      • Network is in the Passed section: Your phone is connected to the Sprint data network.
      • Network is in the Failed or Flagged section: Update the Data Profile.
        1. From Device Diagnostics, tap Network.
        2. Tap Update Profile.
        3. After the update is complete, tap OK.
  3. Reset your connection to the Sprint network.

    If resetting your connection to the Sprint network doesn't help, dial *2 on your phone, or dial 855-639-4644 to reach Sprint Prepaid Customer Care.

    Note: Resetting your connection does not erase any data from your phone.

    1. From the home screen, tap Phone.
    2. Dial ##72786#.
    3. Tap YES.
    4. Your phone will restart.
    5. After it restarts, your phone automatically starts Hands Free Activation.
    6. After Hands Free Activation completes, your phone is ready to be used.

Note: To optimize device performance, be sure your Moto E is running the most recent device software. Check for software updates.

If you're still having issues, dial *2 on your phone or dial 855-639-4644 to reach Sprint Prepaid Customer Care.

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