Troubleshoot data problems
Common reasons why you are unable to use data on your mobile device
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 many 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 an 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 set up on the 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 redirected 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 support page on Data access and blocking for mobile devices.
Take out the SIM card and put it back in
Reset your network settings
- Go to Settings
- Select General
- Select Reset
- 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:
- Make sure that your device is connected to a Wi-Fi or cellular network
- Tap Settings > General > About. If an update is available, you'll see an option to update your carrier settings
- 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:
- Make sure your device is connected to Wi-Fi
- Open Settings
- Select About Phone
- Tap Check for Updates. If an update is available, an Update button will appear. Tap it
- Install. Depending on the OS, you'll see Install Now, Reboot and install, or Install System Software. Tap it