Resetting user's connectivity in the Gigs Dashboard

Last updated: June 19, 2026

The Reset Connectivity action in the Gigs Dashboard re-establishes a line's connection to the network by prompting the device to connect to the correct APNs and towers. Use it when a user reports no signal, no mobile data, or a line that isn't picking up the network. Walk through device-side basics first; reset once and wait before checking results.

What it does

A connectivity reset re-establishes the line's connection with the network provider. Depending on the provider, it completes anywhere from a few seconds up to around 3 minutes.

When to use it

A connectivity reset can help when a user is experiencing:

  • No service or no signal.

  • No mobile data despite an active plan.

  • A line that isn't picking up the network after a SIM was inserted or an eSIM was installed.

Rule out the basics first

Before triggering a reset, walk through device-side basics with the user. These resolve many cases without needing a reset:

  • Restart the device.

  • Toggle airplane mode on, wait 30 seconds, then off.

  • Confirm the SIM is seated correctly, or the eSIM is installed and set as primary for data, calls, and SMS.

  • Confirm the user is in an area with coverage.

Use this action carefully

A connectivity reset may briefly interrupt the line's connection to the network. Used appropriately, it resolves many issues. Used repeatedly in a short window, it can cause or worsen connectivity problems on the line. Some network providers also limit how often a line can be reset.

  • Trigger the reset once. Give it time to take effect. Ask the user to power cycle the device before checking whether the issue is resolved.

  • Avoid repeated resets on the same line in quick succession. If a reset didn't fix the issue, then another solution is likely needed.

  • You cannot start a new reset while a previous one is still in progress on the same line.

How to trigger a reset

Dashboard members with an Owner or Support role can:

  • Navigate to the user's subscription in the Dashboard.

  • Select Reset Connectivity from the actions menu.

  • Confirm the reset.

While the reset is running, it appears in the Pending Actions section on the subscription details page. You can't interact with a pending action: this section only indicates that the reset is in progress. Once the reset has been processed, it shows in the log of events in the recent activity section.

After a reset is successfully completed

To help the reset be processed by the user's device, they will need to do the following:

  • Restart the device.

  • Toggle airplane mode on, wait 30 seconds, then off.

If it doesn't work, escalate to Gigs

If the first reset doesn't resolve the issue, don't keep retrying it. Repeated resets can worsen the problem, and the underlying cause may need investigation on the provider side.

  • If the reset failed, do not retry. Contact Gigs Support so we can investigate.

  • If the reset was applied but the connectivity issue persists, escalate to Gigs Support. Include the subscription ID and a short description of what the user is experiencing.