Troubleshoot data problems

Common reasons why you can't browse the web on your smartphone

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.

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.

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. Contact us for support using the chat window, or your preferred contact method.

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