Troubleshoot data problems

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.

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.

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.

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.

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.

: Even if 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

.

If the SIM card is damaged or doesn't fit in the SIM tray,

contact us

for support.

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

To manually check for and install a carrier settings update:

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

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.