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International Troubleshooting
What should I do if my data isn't working?
⮚ Make sure Mobile Data is enabled in your phone settings
For iPhone: go to Settings – Cellular
For Android: go to Settings – Connections – Data Usage – Mobile Data.
If you’re in roaming, Data roaming should be enabled as well:
For iPhone: go to Settings – Cellular – Cellular Data Options – Data Roaming.
For Android: go to Settings – Connections – Mobile Networks – Data Roaming.
⮚ If your phone settings are correct and your signal is good, try restarting your phone.
⮚ While roaming across other networks you can try switching to local roaming partners. In most countries, we have several roaming partners to provide you with better coverage and service quality.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
⮚ Check to see if the SIM card works in a different device.
⮚ If none of the previous steps work, reset your network settings. Please keep in mind that this will delete all saved Wi-Fi passwords.
For iPhone: go to Settings – General – Reset – Reset Network Settings. Remember that all saved Wi-Fi passwords will be lost.
For Android: go to Settings – General Management – Reset – Reset Network Settings, confirm the action. Remember that all saved Wi-Fi passwords will be lost.
For iPhone: go to Settings – Cellular
For Android: go to Settings – Connections – Data Usage – Mobile Data.
If you’re in roaming, Data roaming should be enabled as well:
For iPhone: go to Settings – Cellular – Cellular Data Options – Data Roaming.
For Android: go to Settings – Connections – Mobile Networks – Data Roaming.
⮚ If your phone settings are correct and your signal is good, try restarting your phone.
⮚ While roaming across other networks you can try switching to local roaming partners. In most countries, we have several roaming partners to provide you with better coverage and service quality.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
⮚ Check to see if the SIM card works in a different device.
⮚ If none of the previous steps work, reset your network settings. Please keep in mind that this will delete all saved Wi-Fi passwords.
For iPhone: go to Settings – General – Reset – Reset Network Settings. Remember that all saved Wi-Fi passwords will be lost.
For Android: go to Settings – General Management – Reset – Reset Network Settings, confirm the action. Remember that all saved Wi-Fi passwords will be lost.
Why are my calls not going through?
⮚ First make sure that you dialed the number correctly, including all international requirements (such as “+” and the country code). Also ensure your number is not blocked or being marked as spam.
⮚ If you’re only having this issue with one phone number, try dialing the number from another phone to check if the issue is on your end.
⮚ If the issue is only happening on your device, please restart your phone and check again.
⮚ If you’re roaming across networks, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Check to see if the SIM card works in a different device.
⮚ Contact Customer Support for further assistance.
⮚ If you’re only having this issue with one phone number, try dialing the number from another phone to check if the issue is on your end.
⮚ If the issue is only happening on your device, please restart your phone and check again.
⮚ If you’re roaming across networks, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Check to see if the SIM card works in a different device.
⮚ Contact Customer Support for further assistance.
Why am I not receiving inbound calls?
⮚ If you’re using an iPhone, please make sure Do Not Disturb is disabled in the settings of the phone. Go to Settings – Do Not Disturb or open up the Control Center and tap the crescent moon icon.
⮚ If a call doesn’t go through from one number, try having the calling party dial your number from a different device. Also make sure your number is not blocked or being marked as spam.
⮚ If your phone settings are correct and your signal is good, try restarting your phone next.
⮚ If you’re roaming across networks, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: Settings – Connections – Mobile networks – Network operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Check to see if the SIM card works in a different device.
⮚ Contact Customer Support for further assistance.
⮚ If a call doesn’t go through from one number, try having the calling party dial your number from a different device. Also make sure your number is not blocked or being marked as spam.
⮚ If your phone settings are correct and your signal is good, try restarting your phone next.
⮚ If you’re roaming across networks, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: Settings – Connections – Mobile networks – Network operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Check to see if the SIM card works in a different device.
⮚ Contact Customer Support for further assistance.
I can't send text messages (SMS)
⮚ Make sure you’ve entered the number in the correct format (with “+” and the country code), and that your number is not blocked or being marked as spam.
⮚ If your text messages (SMS) are not being delivered to one particular number, try sending a message to a different number. This will help you determine whether or not messaging is working.
⮚ If this issue is happening with all messages, try restarting your phone.
⮚ Make sure you have the latest Software installed.
⮚ If you’re using an iPhone and iMessage is enabled, please make sure “Send as SMS” is also enabled: go to Settings – Messages – Send as SMS.
⮚ If the issue persists, disable iMessage and try again.
⮚ If you’re roaming across networks, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Check to see if the SIM card works in a different device.
⮚ Contact Customer Support for further assistance.
⮚ If your text messages (SMS) are not being delivered to one particular number, try sending a message to a different number. This will help you determine whether or not messaging is working.
⮚ If this issue is happening with all messages, try restarting your phone.
⮚ Make sure you have the latest Software installed.
⮚ If you’re using an iPhone and iMessage is enabled, please make sure “Send as SMS” is also enabled: go to Settings – Messages – Send as SMS.
⮚ If the issue persists, disable iMessage and try again.
⮚ If you’re roaming across networks, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Check to see if the SIM card works in a different device.
⮚ Contact Customer Support for further assistance.
I can't receive text messages (SMS)
⮚ If you’re not receiving text messages (SMS) from one number, make sure the sending party is able to send messages and their number isn’t being blocked or marked as spam.
⮚ If the sending party is using an iPhone and iMessage is enabled, please make sure “Send as SMS” is also enabled: go to Settings – Messages – Send as SMS.
⮚ Check to see if you can receive messages from different numbers.
⮚ If your phone settings are correct and your signal is good, try restarting your phone.
⮚ If you’re roaming across networks, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Check to see if the SIM card works in a different device.
⮚ Contact Customer Support for further assistance.
⮚ If the sending party is using an iPhone and iMessage is enabled, please make sure “Send as SMS” is also enabled: go to Settings – Messages – Send as SMS.
⮚ Check to see if you can receive messages from different numbers.
⮚ If your phone settings are correct and your signal is good, try restarting your phone.
⮚ If you’re roaming across networks, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Check to see if the SIM card works in a different device.
⮚ Contact Customer Support for further assistance.
My phone isn't connecting to any network
⮚ Restart your phone.
⮚ Go to your phone settings and try manually connecting to the carrier.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ If you’re roaming across networks, try connecting to a different roaming partner.
⮚ Make sure your device has the latest software update.
⮚ If none of the previous steps work, reset your network settings. Please keep in mind that this will delete all saved Wi-Fi passwords.
For iPhone: go to Settings – General – Reset – Reset Network Settings. Remember that all saved Wi-Fi passwords will be lost.
For Android: go to Settings – General Management – Reset – Reset Network Settings, confirm the action. Remember that all saved Wi-Fi passwords will be lost.
⮚ Remove the SIM card out and then put it back into the device.
⮚ Check if the SIM card works in another phone to determine whether it’s a device or SIM card related issue.
⮚ Contact Customer Support for further assistance.
⮚ Go to your phone settings and try manually connecting to the carrier.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ If you’re roaming across networks, try connecting to a different roaming partner.
⮚ Make sure your device has the latest software update.
⮚ If none of the previous steps work, reset your network settings. Please keep in mind that this will delete all saved Wi-Fi passwords.
For iPhone: go to Settings – General – Reset – Reset Network Settings. Remember that all saved Wi-Fi passwords will be lost.
For Android: go to Settings – General Management – Reset – Reset Network Settings, confirm the action. Remember that all saved Wi-Fi passwords will be lost.
⮚ Remove the SIM card out and then put it back into the device.
⮚ Check if the SIM card works in another phone to determine whether it’s a device or SIM card related issue.
⮚ Contact Customer Support for further assistance.
Why is my data slow?
⮚ Check your data usage in your phone settings to make sure you haven’t reached your data limit.
⮚ Make sure 4G/LTE/5G is enabled in the settings of your phone.
For iPhone: go to Settings – Cellular – Cellular Data Options – Voice & Data.
For Android: go to Settings – Connections – Mobile Networks – Network Mode.
⮚ Restart your phone.
⮚ If you’re roaming internationally, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ If none of the previous steps work, reset your network settings. Please keep in mind that this will delete all saved Wi-Fi passwords.
For iPhone: go to Settings – General – Reset – Reset Network Settings. Remember that all saved Wi-Fi passwords will be lost.
For Android: go to Settings – General Management – Reset – Reset Network Settings, confirm the action. Remember that all saved Wi-Fi passwords will be lost.
⮚ Contact Customer Support for further assistance.
⮚ Make sure 4G/LTE/5G is enabled in the settings of your phone.
For iPhone: go to Settings – Cellular – Cellular Data Options – Voice & Data.
For Android: go to Settings – Connections – Mobile Networks – Network Mode.
⮚ Restart your phone.
⮚ If you’re roaming internationally, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them.
For Android: go to Settings – Connections – Mobile Networks – Network Operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ If none of the previous steps work, reset your network settings. Please keep in mind that this will delete all saved Wi-Fi passwords.
For iPhone: go to Settings – General – Reset – Reset Network Settings. Remember that all saved Wi-Fi passwords will be lost.
For Android: go to Settings – General Management – Reset – Reset Network Settings, confirm the action. Remember that all saved Wi-Fi passwords will be lost.
⮚ Contact Customer Support for further assistance.
I'm not able to make calls on PONDfone
⮚ Make sure you have a stable Wi-Fi data connection, or high-speed mobile data connection (no less than 3G).
⮚ Make sure the dialed destination is included in the list of available countries.
⮚ Dial the number in the correct international format (with “+” and the country code).
⮚ Сontact Customer Support for further assistance.
⮚ Make sure the dialed destination is included in the list of available countries.
⮚ Dial the number in the correct international format (with “+” and the country code).
⮚ Сontact Customer Support for further assistance.
My Hotspot isn't working
⮚ Make sure the Hotspot is enabled in your phone settings.
For iPhone: go to Settings – Personal Hotspot. Enable Mobile Hotspot.
For Android: go to Settings – Connections – Mobile Hotspot and Tethering. Enable Mobile Hotspot.
⮚ If it’s still not working, make sure your Cellular Data is working (while roaming across networks Data Roaming should be enabled as well):
For iPhone: go to Settings – Cellular – Cellular Data. For Data Roaming go to Settings – Cellular – Cellular Data Options – Data Roaming.
For Android: Settings – Connections – Data Usage – Mobile Data. For Data Roaming go to Settings – Connections – Mobile Network – Data Roaming.
⮚ Try turning the Hotspot off and back on, then attempt to reconnect it to your device.
⮚ If your phone settings are correct, try restarting your phone next.
⮚ Check to see if you’ve exceeded your high-speed data limit, this may be another reason why the Hotspot isn’t working.
⮚ Contact Customer Support for further assistance.
For iPhone: go to Settings – Personal Hotspot. Enable Mobile Hotspot.
For Android: go to Settings – Connections – Mobile Hotspot and Tethering. Enable Mobile Hotspot.
⮚ If it’s still not working, make sure your Cellular Data is working (while roaming across networks Data Roaming should be enabled as well):
For iPhone: go to Settings – Cellular – Cellular Data. For Data Roaming go to Settings – Cellular – Cellular Data Options – Data Roaming.
For Android: Settings – Connections – Data Usage – Mobile Data. For Data Roaming go to Settings – Connections – Mobile Network – Data Roaming.
⮚ Try turning the Hotspot off and back on, then attempt to reconnect it to your device.
⮚ If your phone settings are correct, try restarting your phone next.
⮚ Check to see if you’ve exceeded your high-speed data limit, this may be another reason why the Hotspot isn’t working.
⮚ Contact Customer Support for further assistance.
My smart caller ID isn't working
⮚ First make sure that you dialed the number correctly, including all international requirements (such as “+” and the country code). Also ensure your number is not blocked or being marked as spam.
⮚ Enable airplane mode for 30 seconds and then check again.
⮚ If you’re roaming internationally, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them
For Android: Settings – Connections – Mobile networks – Network operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Contact Customer Support for further assistance.
⮚ Enable airplane mode for 30 seconds and then check again.
⮚ If you’re roaming internationally, try connecting to a different roaming partner by performing a manual network selection.
For iPhone: go to Settings – Cellular – Network Selection. Turn automatic mode off, wait until the list of available carriers appears and select one of them
For Android: Settings – Connections – Mobile networks – Network operators – Search Now.
If your phone connects to the selected carrier, but there’s still no service, enable Airplane mode for 15 seconds. Repeat this step several times if necessary.
⮚ Contact Customer Support for further assistance.
What is an APN? How to configure it?
⮚ In short, APN is an abbreviation of The Access Point Name (APN) that defines the network path for all cellular data connections. Some cellular operators require you to enter APN settings when setting up service.
⮚ Why would you want to change the APN?
Such a switch may be necessary for someone who, for one reason or another, decided to connect their device to a network different from the one that was originally registered on the phone. Aside from simple curiosity, this may be required if the settings have stopped working properly for some reason.
Make sure Mobile Data is enabled in your phone settings:
For iPhone: go to Settings > Cellular
For Android: go to Settings > Connections > Data Usage > Mobile Data.
If you’re in roaming, Data roaming should be enabled as well:
For iPhone: go to Settings > Cellular > Cellular Data Options > Data Roaming.
For Android: go to Settings > Connections > Mobile Networks > Data Roaming.
If your phone settings are correct and your phone shows (3G,4G, LTE,5G) but still no Data, check your APN settings:
For iPhone: go to Settings > Cellular > Cellular Data Network > Cellular Data APN:
– APN: Wholesale
– MMSC: http://wholesale.mmsmvno.com/mms/wapenc
For Android: go to Settings > Connections > Mobile Networks > Access Point Names > Add NEW:
– APN: Wholesale (do not forget to save NEW APN)
– MMSC: http://wholesale.mmsmvno.com/mms/wapenc
Turn ON Airplane mode, then turn it back OFF and check the Data connection.
⮚ Contact Customer Support for more information and further assistance with your APN settings.
⮚ Why would you want to change the APN?
Such a switch may be necessary for someone who, for one reason or another, decided to connect their device to a network different from the one that was originally registered on the phone. Aside from simple curiosity, this may be required if the settings have stopped working properly for some reason.
Make sure Mobile Data is enabled in your phone settings:
For iPhone: go to Settings > Cellular
For Android: go to Settings > Connections > Data Usage > Mobile Data.
If you’re in roaming, Data roaming should be enabled as well:
For iPhone: go to Settings > Cellular > Cellular Data Options > Data Roaming.
For Android: go to Settings > Connections > Mobile Networks > Data Roaming.
If your phone settings are correct and your phone shows (3G,4G, LTE,5G) but still no Data, check your APN settings:
For iPhone: go to Settings > Cellular > Cellular Data Network > Cellular Data APN:
– APN: Wholesale
– MMSC: http://wholesale.mmsmvno.com/mms/wapenc
For Android: go to Settings > Connections > Mobile Networks > Access Point Names > Add NEW:
– APN: Wholesale (do not forget to save NEW APN)
– MMSC: http://wholesale.mmsmvno.com/mms/wapenc
Turn ON Airplane mode, then turn it back OFF and check the Data connection.
⮚ Contact Customer Support for more information and further assistance with your APN settings.