Troubleshooting Mobile Data Connection Issues
Experiencing mobile data issues? This comprehensive guide will help you diagnose and resolve common connectivity problems quickly.
Quick Diagnostics
First, Check These:
- Is mobile data turned on?
- Are you in Airplane Mode?
- Do you have sufficient data balance?
- Are you in a coverage area?
- Is your bill paid and account active?
Common Issues and Solutions
Issue 1: No Data Connection
Symptoms: No internet despite having signal bars
Solution Steps:
- Toggle Mobile Data
- Turn off mobile data for 30 seconds
- Turn it back on
- Restart Your Phone
- Power off completely
- Wait 10 seconds
- Power on
- Check APN Settings
- Go to Settings > Mobile Network > Access Point Names
- Ensure "shwap" is selected
- If missing, add new APN (see APN Configuration section)
Issue 2: Slow Data Speed
Symptoms: Pages load slowly, videos buffer frequently
Solution Steps:
- Check Network Mode
- Settings > Mobile Network > Preferred Network Type
- Select "5G/4G/3G (Auto)" for best performance
- Clear Cache
- Clear browser cache and app data
- Restart apps experiencing issues
- Check for Network Congestion
- Test speed at different times
- Try different locations
- Run speed test: fast.com or speedtest.net
APN Configuration
Correct APN settings are crucial for data connectivity:
| Setting | Value |
|---|---|
| APN Name | StarHub Internet |
| APN | shwap |
| Proxy | Leave blank |
| Port | Leave blank |
| Username | Leave blank |
| Password | Leave blank |
| MCC | 525 |
| MNC | 05 |
| Authentication Type | None |
| APN Type | default,supl |
Advanced Troubleshooting
Reset Network Settings
⚠️ Warning: This will remove all saved WiFi passwords and Bluetooth pairings.
iPhone:
- Settings > General > Transfer or Reset iPhone
- Reset > Reset Network Settings
- Enter passcode and confirm
Android:
- Settings > System > Reset options
- Reset WiFi, mobile & Bluetooth
- Reset Settings
Check for Service Disruptions
- Visit StarHub service status page
- Check StarHub social media for updates
- Ask neighbors if they're experiencing issues
Device-Specific Issues
5G Connection Problems
If you have a 5G plan but can't connect to 5G:
- Verify your device supports 5G
- Check if you're in a 5G coverage area
- Ensure 5G is enabled in settings
- Update to latest device software
- Contact us to verify 5G is provisioned on your line
Dual SIM Complications
For phones with dual SIM:
- Check which SIM is set for mobile data
- Try switching data to the other SIM slot
- Disable the non-StarHub SIM temporarily
Data Usage Management
Check Your Data Balance
- Dial *123# for instant balance
- Use StarHub app for detailed breakdown
- Set up usage alerts at 50%, 80%, 100%
Common Data Drains
| Activity | Data Usage (per hour) |
|---|---|
| HD Video Streaming | 3GB |
| SD Video Streaming | 1GB |
| Music Streaming | 150MB |
| Social Media | 100MB |
| Video Calls | 500MB |
When to Contact Support
Reach out to us if:
- Problems persist after trying all solutions
- You see "Emergency Calls Only"
- SIM card not detected errors
- Account shows active but no service
- Hardware damage is suspected
Preventive Measures
- Keep your device software updated
- Regularly restart your phone (weekly)
- Monitor background app data usage
- Use WiFi when available to preserve mobile data
- Enable automatic network selection