Troubleshoot data problems

Common reasons why you are unable to use data on your mobile device

There are many possible scenarios that can stop your data. Please review the troubleshooting tips below to help diagnose and resolve issues you may be experiencing.

Check coverage & signal strength

When the wireless network signal is low, data may stop working or become very slow, while text messages and calls still work. Wireless network signal strength can vary by location due to a number of factors including distance from the nearest cell tower and obstacles in the environment. Check our coverage maps to ensure you are covered by our network.

If you have low signal strength, try moving to a location with better coverage. Concrete and steel buildings may interfere with the reception, especially in elevators and underground locations like basements, subways, and tunnels.

Ensure LTE is activated

If you have a LTE capable device, LTE allows data to travel at a faster speed. LTE is usually enabled by default on devices. Sometimes it can be turned off when travelling internationally, troubleshooting or even simply accidentally changing the setting. Activate LTE to ensure the best possible speeds for your data.

Restart your device

Restarting your device helps clear up minor glitches, just like restarting your computer, often resolves various issues. Power your phone off, wait few seconds, then power it back on. Retry accessing the web.

If your device has a removable battery, remove the battery and put it back in before turning your phone on again.

Activate mobility data for the first time

If you have a new Apple or a non-TELUS device, you may need to ensure the correct settings are setup on device first, before being able to connect to the web. Visit our Activate mobility data section for instructions.

Check that your data is not blocked or disabled

If your account has incurred additional data charges or access to data is disabled, your Data Manager settings in My Account may be blocking your data. Try browsing to a website on your mobile device and see if you’re re-directed to a TELUS block page with more instructions on how to unblock or enable access to data.

Note: Even if Data Access is enabled, the entire account could be blocked from using data due to additional data charges.

For more information on data blocks, view our Data Manager guide.

Take out the SIM card and put it back in

If the SIM card is damaged, or doesn't fit in the SIM tray, contact us for support.

Reset your network settings

  1. Go to Settings
  2. Select General
  3. Select Reset
  4. Select Network settings

Note: This also resets Wi-Fi networks and passwords, cellular settings as well as VPN and APN settings that you've used before.

Check for a Carrier Settings update

To manually check for and install a carrier settings update:

  1. Make sure that your device is connected to a Wi-Fi or cellular network.
  2. Tap Settings > General > About. If an update is available, you'll see an option to update your carrier settings.
  3. To see the version of carrier settings on your device, tap Settings > General > About and look next to Carrier.
    If you insert a new SIM card into your iPhone or iPad, you need to download the carrier settings for your new carrier.

Update your iPhone or iPad*

Update your tablet or smartphone to the latest available version of its operating system.

*Equivalent steps for Android users:

  1. Make sure your device is connected to Wi-Fi.
  2. Open Settings.
  3. Select About Phone.
  4. Tap Check for Updates. If an update is available, an Update button will appear. Tap it.
  5. Install. Depending on the OS, you'll see Install Now, Reboot and install, or Install System Software. Tap it.

Unable to resolve your issue?

Check for more help on our Support Forums.

Certain issues may need to be resolved through a TELUS Support Agent. Please contact us for further assistance.

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