New: Need assistance? Our Virtual Assistant can help troubleshoot your internet issues step by step by simply selecting the purple chat icon then typing “No internet”
Before we get started, please ensure:
Your device(s) Wi-Fi is turned on
Your modem/router is powered on and cables are plugged in correctly
Your device(s) are connected to your home Wi-Fi network
You stay near the modem
If you are able to connect but are experiencing slow internet speeds, learn how to troubleshoot slow internet speeds.
Let’s get started. To help diagnose the problem, first try loading websites on multiple devices (phones, tablets or computers), then follow the appropriate instructions based on the scenario that best describes your situation.
If your wired computer can’t connect to the internet but other devices can, this means your PC or laptop may be experiencing issues. Try each troubleshooting step to see if your device is able to reconnect to the internet:
Reboot your device
Unplug and replug the network cable from both ends (from the device and the modem)
Connect the network cable to a different Local Area Network (LAN) port on the back of the router/gateway
Replace the network cable
Restart your modem or gateway
If you still can’t connect to the internet, please contact us through chat or over the phone for further assistance.
If your wirelessly-connected device(s) can’t connect to the internet but other devices can, this means your device(s) may be experiencing issues. Try each troubleshooting step to see if your device is able to reconnect to the internet:
Move the device closer to the modem to improve the Wi-Fi signal
Reboot the device. Sometimes, simple software issues can cause trouble connecting to the internet
Restart your modem or gateway
If you still can’t connect to the internet, TELUS recommends seeking support from the device’s hardware manufacturer.
When all devices can’t connect to the internet, it’s usually due to either an outage in your area or an issue inside your establishment. Try each troubleshooting step to see if your devices are able to reconnect to the internet:
Check for any network outages affecting your area
Note: If there is an active outage at your address, there is no need to call in and report the outage. The TELUS team is already aware and working on fixing it. To get the latest updates, subscribe for email or SMS notifications on the TELUS Business Service Status page
Check that there is no hardware damage with your modem, gateway or router (if applicable)
Check that all cables are properly connected (phone cable, network cable, etc.)
Restart your modem or gateway by unplugging the power cord for 30 seconds, plugging the cord back in, then waiting 2 minutes for the network to restart
If you still can’t connect to the internet, please contact us through chat or over the phone for further assistance.
