Wi-Fi hotspot issue.
Wi-Fi hotspot connectivity issue
Check if the customers are able to connect to the Hotspot connection. Please follow the steps below:
If Unable to Connect with a Hotspot connection:
Check if the number of connections have been limited. If the number of devices connected exceeds the limit, then the hotspot connection won't work.
(Settings >>Portable Hotspot >> Connected Devices >> Limit of Connected Devices) – change the limit according to customer’s requirement.
If the above option does not help, check if there is any hardware issues on the phone.
If Wi-Fi is not working: then ask customer to perform a hardware test
(Dial *#*#6484#*#* >> Select ‘Single Item Test’ >> Select ‘Wi-Fi/WLAN’ option >> If unable to search any Wi-Fi network signal then, hardware test
If the test fails, ask the customer to visit a SC nearby.
If the test is a pass, ask the customer to perform a factory reset (Backup on external drive and logging out from all active Mi/google accounts should be informed)
Factory Data Reset: Settings >> Additional Settings >> Backup & Reset >> Factory Data Reset
If Wi-Fi is working: Check if customer is using Dual Band Handset or not, from Handset Specification Details.
2. If using dual band handset - then ask customer to change Network Band details by following below mentioned steps:
(Settings >> Select ‘Portable hotspot’ >> Select ‘Network Band’ >> Change the GHz either 5GHz or 2.4GHz) – If still the issue is not resolved then redirect customer to visit Service Center
If non - dual band handset - then ask the customer to visit a Service Center nearby.
If Hotspot is getting connected but unable to use Data Service:
Probe : If facing issue of connectivity with 1 device or unable to use data post pairing with other devices as well
If facing issue with 1 specific device then either the Internet service is not active in other device or there is some problem with other device
If facing issue with all the devices then request customer to the nearest service center
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