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Sony Xperia XZ

Go to Supplies Device is defective (display, water, casing)

Troubleshooting

If your device isn't working properly, you can try several solutions to solve the problem.
In most cases you can solve the problem by following these guidelines:

Cause 1 of 9: Poor or no coverage on the mobile network

If you're trying to access the Internet using the mobile network, you need good network coverage in your area.

Solution: Try again later when you're in an area with better network coverage. View our network coverage map.

We are pleased that your problem was solved.

Cause 2 of 9: You're not connected to a WLAN

If you're trying to access the Internet using a WLAN, you need to be connected to a WLAN.

Solution: Establish connection to a WLAN.

Step 1 of 6

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 6

Press Wi-Fi.

Step 3 of 6

Press the indicator below "Wi-Fi" until the function is activated.

Step 4 of 6

A list of WLANs within range is displayed.
Press the required WLAN.

Step 5 of 6

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

Step 6 of 6

Press the home icon to end the session and return to the Home screen.

1 Find "Wi-Fi"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press Wi-Fi.

2 Activate WLAN

Press the indicator below "Wi-Fi" until the function is activated.

3 Connect to WLAN

A list of WLANs within range is displayed.
Press the required WLAN.

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

4 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 3 of 9: You're abroad and data roaming is deactivated on your mobile phone

If you're trying to access the Internet using the mobile network when abroad, data roaming needs to be activated on your mobile phone.

Solution: Activate data roaming.
Please note: you may induce additional costs by activating data roaming.

Step 1 of 6

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 6

Press More.

Step 3 of 6

Press Mobile networks.

Step 4 of 6

Press Data roaming to activate or deactivate the function.

Step 5 of 6

If you activate data roaming:
Press OK to confirm.

Step 6 of 6

Press the home icon to end the session and return to the Home screen.

1 Find "Mobile networks"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press More.

Press Mobile networks.

2 Activate or deactivate data roaming

Press Data roaming to activate or deactivate the function.

If you activate data roaming:
Press OK to confirm.

3 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 4 of 9: You've established a connection to a WLAN but you're not logged on

Some WLANs require that you log on.

Solution: Open the browser on your mobile phone and try to load a website. The browser is directed to the start page of the WLAN. Follow the instructions to log on.
If you can't log on to the WLAN, deactivate WLAN on your mobile phone and connect to the Internet using the mobile network.

Step 1 of 11

Press Chrome.

Step 2 of 11

Press the address bar.

Step 3 of 11

Key in the address of the required website and press the confirm icon.

Step 4 of 11

Press the menu icon.

Step 5 of 11

Press the star.

Step 6 of 11

Press EDIT and edit the name of the bookmark.

Step 7 of 11

Press the return icon.

Step 8 of 11

Press the menu icon.

Step 9 of 11

Press Bookmarks.

Step 10 of 11

Press the required bookmark.

Step 11 of 11

Press the home icon to end the session and return to the Home screen.

1 Find "Chrome"

Press Chrome.

2 Enter a web address

Press the address bar.

Key in the address of the required website and press the confirm icon.

3 Add the current website to your bookmarks

Press the menu icon.

Press the star.

Press EDIT and edit the name of the bookmark.

Press the return icon.

4 Go to a bookmark

Press the menu icon.

Press Bookmarks.

Press the required bookmark.

5 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 5 of 9: You've activated manual network selection and are out of range of the selected network

If you're trying to access the Internet using the mobile network and you've activated manual network selection, you need to be within range of the selected network.

Solution: Activate automatic network selection so that your mobile phone connects to a network automatically.

Step 1 of 11

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 11

Press More.

Step 3 of 11

Press Mobile networks.

Step 4 of 11

Press Network operators.
Your mobile phone searches for networks within range.

Step 5 of 11

Select one of the following options:
Select network manually, go to 2a.
Select network automatically, go to 2b.

Step 6 of 11

Press Search mode.

Step 7 of 11

Press Manual.

Step 8 of 11

Press the required network.
Your display will tell you if you have access to the network you've selected.

Step 9 of 11

Press Search mode.

Step 10 of 11

Press Automatic.

Step 11 of 11

Press the home icon to end the session and return to the Home screen.

1 Find "Network operators"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press More.

Press Mobile networks.

Press Network operators.
Your mobile phone searches for networks within range.

2 Select option

Select one of the following options:
Select network manually, go to 2a.
Select network automatically, go to 2b.

3 2a - Select a network manually

Press Search mode.

Press Manual.

Press the required network.
Your display will tell you if you have access to the network you've selected.

4 2b - Select a network automatically

Press Search mode.

Press Automatic.

5 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 6 of 9: Flight mode is activated

If flight mode is activated, your mobile phone's transmitting functions are deactivated. This means that you can't access the Internet using neither the mobile network nor WLAN.

Solution: Deactivate flight mode.

Step 1 of 1

Slide two fingers down the display starting from the top edge of your mobile phone.
Press Airplane mode.
Depending on the current setting, flight mode is activated or deactivated.

1 Activate or deactivate flight mode

Slide two fingers down the display starting from the top edge of your mobile phone.
Press Airplane mode.
Depending on the current setting, flight mode is activated or deactivated.

We are pleased that your problem was solved.

Cause 7 of 9: Mobile data is deactivated on your mobile phone

If you try to access the Internet using the mobile network, mobile data needs to be activated on your mobile phone.

Solution: Activate mobile data.

Step 1 of 4

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 4

Press Data usage.

Step 3 of 4

Press Mobile data to activate or deactivate the function.

Step 4 of 4

Press the home icon to end the session and return to the Home screen.

1 Find "Data usage"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press Data usage.

2 Activate or deactivate mobile data

Press Mobile data to activate or deactivate the function.

3 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 8 of 9: Your mobile phone hasn't been correctly set up for Internet

If you're trying to access the Internet using the mobile network, you need to set up your mobile phone correctly for Internet.

Solution: Set up your mobile phone for Internet.

Step 1 of 25

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 25

Press More.

Step 3 of 25

Press Mobile networks.

Step 4 of 25

Press Access Point Names.

Step 5 of 25

Press the add icon.

Step 6 of 25

Press Name.

Step 7 of 25

Key in Swisscom Services and press OK.

Step 8 of 25

Press APN.

Step 9 of 25

Key in gprs.swisscom.ch and press OK.

Step 10 of 25

Press Proxy.

Step 11 of 25

Key in 192.168.210.1 and press OK.

Step 12 of 25

Press Port.

Step 13 of 25

Key in 8080 and press OK.

Step 14 of 25

Press MCC.

Step 15 of 25

Key in 228 and press OK.

Step 16 of 25

Press MNC.

Step 17 of 25

Key in 01 and press OK.

Step 18 of 25

Press Authentication type.

Step 19 of 25

Press None.

Step 20 of 25

Press APN type.

Step 21 of 25

Key in default and press OK.

Step 22 of 25

Press the menu icon.

Step 23 of 25

Press Save.

Step 24 of 25

Press the field next to the data connection to fill in the field.

Step 25 of 25

Press the home icon to end the session and return to the Home screen.

1 Find "Access Point Names"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press More.

Press Mobile networks.

Press Access Point Names.

2 Set up a new data connection

Press the add icon.

3 Enter a data connection name

Press Name.

Key in Swisscom Services and press OK.

4 Enter APN

Press APN.

Key in gprs.swisscom.ch and press OK.

5 Enter the IP address

Press Proxy.

Key in 192.168.210.1 and press OK.

6 Enter the port number

Press Port.

Key in 8080 and press OK.

7 Enter the country code

Press MCC.

Key in 228 and press OK.

8 Enter the network code

Press MNC.

Key in 01 and press OK.

9 Select the authentication type

Press Authentication type.

Press None.

10 Select the APN type

Press APN type.

Key in default and press OK.

11 Save and activate the data connection

Press the menu icon.

Press Save.

Press the field next to the data connection to fill in the field.

12 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 9 of 9: WLAN isn't activated on your mobile phone

If you're trying to access the Internet using a WLAN, WLAN needs to be activated on your mobile phone.

Solution: Activate WLAN.

Step 1 of 6

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 6

Press Wi-Fi.

Step 3 of 6

Press the indicator below "Wi-Fi" until the function is activated.

Step 4 of 6

A list of WLANs within range is displayed.
Press the required WLAN.

Step 5 of 6

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

Step 6 of 6

Press the home icon to end the session and return to the Home screen.

1 Find "Wi-Fi"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press Wi-Fi.

2 Activate WLAN

Press the indicator below "Wi-Fi" until the function is activated.

3 Connect to WLAN

A list of WLANs within range is displayed.
Press the required WLAN.

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

4 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Unfortunately, we can't solve the problem with your device.

We suggest you try updating the device software if you haven't done so recently. Manufacturers often use software updates to add new functionality and resolve problems.

If this doesn't help, please visit our My Service webpage for more help.

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1 Find "Wi-Fi"

2 Activate WLAN

3 Connect to WLAN

4 Return to the Home screen

1 Find "Mobile networks"

2 Activate or deactivate data roaming

3 Return to the Home screen

1 Find "Chrome"

2 Enter a web address

3 Add the current website to your bookmarks

4 Go to a bookmark

5 Return to the Home screen

1 Find "Network operators"

2 Select option

3 2a - Select a network manually

4 2b - Select a network automatically

5 Return to the Home screen

1 Activate or deactivate flight mode

1 Find "Data usage"

2 Activate or deactivate mobile data

3 Return to the Home screen

1 Find "Access Point Names"

2 Set up a new data connection

3 Enter a data connection name

4 Enter APN

5 Enter the IP address

6 Enter the port number

7 Enter the country code

8 Enter the network code

9 Select the authentication type

10 Select the APN type

11 Save and activate the data connection

12 Return to the Home screen

1 Find "Wi-Fi"

2 Activate WLAN

3 Connect to WLAN

4 Return to the Home screen

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