Fix mobile data issues on Google Fi

If you're unable to connect to the network after you activate service or switch to a new phone, take these first steps:

Step 1: Complete the activation process

1. On your phone, open the Google Fi app .
2. To connect to the network, complete the on-screen instructions.
3. If you get error messages while Google Fi app attempts to complete the activation, use the Google Fi activation troubleshooter.

Step 2: Check phone unlock status

If you brought your phone to Google Fi from another carrier, you need to unlock it to work with a different network. If you're unsure of its status, contact your previous carrier for confirmation.

Step 3: Retry app activation

If activation fails or gets stuck without an error code, clear Google Fi app's data:

1. Offload or delete the app.
2. Reinstall the app.
3. To retry activation, reopen the Google Fi app.

Step 4: Check your SIM card

• Check your phone for error messages like "No SIM card" or "Invalid SIM."
  1. Tap Settings Cellular.
  2. Under “Cellular Plans,” check if your "Google Fi line" is turned on.
• If you have a physical SIM card (pSIM):
  1. Turn off your phone.
  2. Remove the SIM card.
  3. Re-insert it.
• If the issue continues and your phone is eSIM compatible:
  1. Switch to an eSIM.
  2. Clear Google Fi app’s data.
  3. To restart activation, open the app.

Step 5: Troubleshoot eSIM activation

If your eSIM doesn't activate after multiple attempts, contact our support team.

If your previously active connection becomes unreliable:

• Check your account for issues.
• Check the device and network.

Step 1: Check your account status

• Check service and account: Before you troubleshoot, ensure your service is active in either the Google Fi app or web browser at fi.google.com. Check for any alerts or banners about account issues.
  • Tip: If the Google Fi app is unavailable, check your account through a web browser.
• Check for billing issues or data limits:
  1. Sign in at fi.google.com.
  2. Check if you have good standing and you haven’t used up your monthly high-speed data allowance.
  3. If you exceed your allowance, it can lead to slower speeds. Learn how to understand your data limits.

Step 2: For users who travel internationally

When you travel abroad and arrive in a new country without service, check the specific settings required for international use. Learn to troubleshoot Google Fi's international service.

Step 3: Perform quick device checks

These steps help with most common connection problems.

• Check basic settings:
  1. Turn on Mobile data.
  2. Turn off Airplane mode.
• Turn Airplane mode on and off:
  1. Turn Airplane mode on.
  2. After 30 seconds, turn Airplane mode off.
     • This refreshes the phone’s connection to the network.
• Restart your phone: A simple reboot fixes many temporary software issues.
• Update your software: Outdated versions of the Google Fi app or your operating system can cause issues. To resolve these:
  • Google Fi app: Check for updates in the Apple App Store.
  • Operating system:
    1. Go to Settings .
    2. Tap System Software updates.
• Turn off Low Data Mode:
  • Check if you have set a data limit:
    1. Open the Google Fi app.
    2. In the Home tab, tap Edit data settings or Manage data settings.
    3. On the “Slow data at” slider, select the limit.
  • Your phone may also have a setting that restricts data usage:
    1. Tap Settings Cellular Cellular Data Options Data Mode.
    2. Turn off Low Data Mode.
• Rule out Wi-Fi issues:
  • You may be using (or connected to) a Wi-Fi network that doesn't have an internet connection.
    1. At the top-right corner of your screen, to open the Control Center, swipe down.
    2. Tap the Wi-Fi icon.
• Check preferred network type:
  1. Tap Settings Cellular.
  2. Under “eSIM or SIM,” select your Google Fi number.
  3. Tap Voice & Data 5G Auto.

Step 4: Check your surroundings

If device-specific checks are unsuccessful, the issue may be external.

• Check the coverage map: To check for service area availability, refer to the Google Fi coverage map.
• Consider your environment: Move closer to a window or go outside as cellular signals are weaker indoors, in remote areas, or in large crowds. If your signal improves, the issue is likely poor signal strength in that location. If available, use Wi-Fi.
• Check with other Google Fi users: Check with other Google Fi users nearby. If they have issues, a network outage might be occurring, which support can confirm. If it's just your device, there can be a hardware or software issue. To resolve this, contact our support team.

Step 5: Contact Google Fi support

If you've performed all basic checks and the issue persists, contact Google Fi support team. They can assist you and check for known network issues, replace your eSIM profile, or discuss warranty options for hardware defects.

If all prior attempts have been unsuccessful:

• Disable any VPN temporarily
  • A Virtual Private Network (VPN) can sometimes interfere with your mobile data connection. Check your phone's settings or any security apps for an active VPN. To test your connection, turn off the VPN.
• Reset network settings
  • This is a last resort option, because it deletes all saved Wi-Fi passwords and Bluetooth connections.
  • If your connection issues started immediately after a major phone software update, this method can be effective.
    • Tap Settings General Transfer or Reset iPhone Reset Reset Network Settings.
  • This deletes the SIM data from your device and requires reactivation. Once this step is complete, open the Google Fi app again to re-activate your Google Fi service.