Discovery Hub

Troubleshooting the Four Most Common Cell Phones Issues


April 25, 2019

We carry our phones everywhere and use them almost nonstop. And although smartphones have become more resilient over the years, problems can still crop up. Learn more about how to troubleshoot common phone issues and quick solutions to fix them, including:

  • How to pair your Bluetooth device to your phone
  • How to fix a phone that won’t turn on
  • How to fix a glitching phone screen
  • How to fix a phone that won’t charge

If you’re not handy or you’ve reached a roadblock, consider making an appointment with a pro to help solve the problem.

Bluetooth isn’t pairing with a device

You’re all set to listen to music on your Bluetooth speaker or make a call with your Bluetooth headset, but even though the device is on, it won’t pair with your phone. After checking to make sure the Bluetooth is on (it is!), make sure another phone or tablet isn’t already paired with the device you want to use. Next, make sure you’re in range. The most common Bluetooth gadgets work best up to 25 feet between the device and the phone. Finally, if none of these do the trick, turn off the device and restart your phone.

Phone won’t turn on

The black screen is staring you in the face, but try as you might, the phone won’t power up. It’s likely one of three issues: the software crashed and needs to be reset, the battery needs to be charged, or the charging cord itself is defective. First, plug the charger in and let the battery do its thing. If the phone still won’t turn on within 10 minutes, try a different charging cord. If that doesn’t work, do a hard reset to clear the random access memory (RAM) and return the phone to the factory settings.

Screen is frozen

Did you just try to use an app and find your screen frozen? It’s a common problem. Apps tend to produce unneeded data and save bits of software that take up memory. The best solution to this issue is to force a restart on your phone and then address the app problem.

Once you’ve restarted and your phone is back up and running, check that all your apps have been updated. Next, clear your phone’s cache. (Follow these instructions for Android phones and iPhones.) If the app continues to give you problems, delete it.

Find more details on what to do if your Android phone is frozen.

Phone won’t charge

You’ve had your phone plugged in all night, but when you check it in the morning, the battery is at five percent. What’s going on?

First, try a different cord and wall adapter, and plug the charger into a different outlet. If that doesn’t solve the problem, examine the USB port on your phone. Sometimes, the small, metal connectors inside the port can become bent. If you discover that this is the issue, consider making an appointment with your service desk or call a pro.

Time to call a pro

When all else fails, call an expert or make an appointment to have your phone looked at. Xfinity’s Mobile Protection Plan includes access to experts that can help troubleshoot the problem and help you solve technical issues.

It’s inevitable that your phone will experience some minor issues over the course of owning it. Luckily, many of the problems are common and have simple solutions. But if you’re not comfortable with technology or you’re dealing with a puzzle that you can’t solve on your own, call a professional to diagnose the problem.

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