Can't connect to the internet

We’re sorry that you’re experiencing Internet connection issues. Here are some troubleshooting steps to help get your services back online

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.

Internet not working for my PC or laptop connected by ethernet cables

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.

Internet not working for my smartphone, tablet or computer connected to my Wi-Fi network

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.

Internet not working for all devices

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.

Still in need of assistance?

If you still can’t connect to the internet, please contact us
 
or use our Virtual Assistant 
to help troubleshoot your internet issues:

Select the
purple chat icon
Select
Yes
when asked
Are you currently a TELUS customer?
Select
Business
when asked
What service can we help you with?
Select
Technical support for existing services
Select
Business phone or Internet Services
Enter your
name
,
email
and
phone number
, then select
Start Chat
Once connected to the Virtual Assistant, simply type “
No internet
”. The assistant will walk you through troubleshooting suggestions step-by-step

If your request is not time sensitive, you can also fill out a Business Service Request
.

Can't connect to the internet

Internet not working for my PC or laptop connected by ethernet cables

Internet not working for my smartphone, tablet or computer connected to my Wi-Fi network

Internet not working for all devices

Still in need of assistance?

Did this article solve your problem?

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