Help With 4G (My Touch Q)

Hello everyone! I have a friend who has the T Mobile My Touch Q Smart Phone and is having some issues with it. They have the full data plan and such, with it being a smart phone, however they can't connect to 4G very often, if at all. Now I'm aware this could be a coverage issue, but I was wondering in the event it wasn't, what could be the issue? My second question is that the also can't receive or send picture/video messages. Does anyone know what could be the issue there?

Thanks!
Kreek

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