What are the solutions if there is no network on my mobile phone?

Here are the things to check on your mobile if you are experiencing connection problems.

Why don’t I have network anymore? What to do if I no longer have network? Manual network selection Resetting network settings

What is the reason I have no network?

The absence of network on your mobile can be explained by several factors:

  • You are in an area where network coverage is low or non-existent, or your SIM card no longer receives the network.
  • The settings on your device have been changed unintentionally, blocking network access.
  • Data linked to your Mobile plan has been blocked.

Good to know

If there is no network on your phone, the first thing to do is to turn your device off and then turn it on again. As simple as it is, this can sometimes be helpful.

I don’t get any network on my mobile phone. What can I do?

To regain access to your mobile network and restore your services, you need to do several checks on your device.

Check the signal from your phone

  1. Check if the “Airplane” mode is activated because it disables all connections.
  2. Check if your phone indicates that you have a mobile network. Here is the list of login credentials that may appear at the top of your mobile phone screen: 
    • G:  GPRS connection (General Packet Radio Service)
    • E:  EDGE connection (Enhanced Data Rates for GSM Evolution)
    • 3G:  3G connection
    • H (HSPA): 3.5G connection
    • H+ / HSPA+ DC: 4G connection (High Speed Packet Access) / (High Speed Packet Access Dual-Cell)
    • LTE:  LTE connection (Long Term Evolution)
    • LTE+: LTE Advanced connection with carrier aggregation, the device uses several LTE frequencies at the same time to achieve faster speed
  3. Check if you have a SIM card message incorrectly inserted
  4. Restart your device

Check your phone’s settings

  1. Make sure that the “Airplane” mode is turned off
  2. Verify that your data isn’t blocked directly on your device
  3. Verify that mobile data roaming is turned on
  4. If you have an Android device, check if there is a power limit on your device
  5. Verify the APN (Access Point Names) configuration. It is set by default on phones purchased from Videotron. If there is still a problem, you can contact us to restore your default settings. If you have a device from another supplier, you will have to contact Technical Support to do a manual configuration.

Verify that my Mobile data isn’t blocked

  1. Check your Mobile data usage in the Customer Centre. There are usage limits that must be respected.
  2. Verify that data isn’t blocked directly on the device.
  3. If you have an Android device, check if there is a usage limit on it.

Good to know

After the checks, if you still have network problems with your mobile, please contact our Customer Service.

Try selecting the network manually

 
To access the 5G network, you must be in a 5G coverage area and use a compatible device; enter Support followed by your device model in the search bar at the top of the page to find its technical data sheet and user guide. 5G options are only displayed for devices certified 5G by Videotron.

Although the feature is usually enabled by default, you can manually select the network mode in your device’s settings.

You can also force a connection to a specific mobile network if needed. However, it’s recommended to keep automatic network selection enabled to ensure optimal signal reception.

Follow the procedure for your mobile phone model.

In Settings, select Cellular. If you’re using the Dual SIM feature, make sure to select the correct SIM card before proceeding.

To select the network mode:

  1. Tap Cellular Data Options, then Voice & Data.
  2. Select the desired network mode:
  • 5G On (forces activation at all times)
  • 5G Auto (activates 5G only if it will not significantly reduce battery life)
  • LTE

To force a connection to a mobile network:

  1. Choose Network selection.
  2. Disable auto network selection and wait while your device searches for available networks.
  3. Select your preferred network.

If needed, check out more details about using 5G on an iPhone.

In Settings, select Connections, then Mobile Networks.

To select the network mode:

  1. Tap Network mode, then select the desired mode.
  • 5G/LTE/AMRC-LB/GSM (auto connect)
  • LTE/AMRC-LB/GSM (auto connect)
  • AMRC-LB/GSM (3G) (auto connect)
  • AMRC-LB only
  • GSM only

To force a connection to a mobile network:

  1. Tap Network operators.
  2. Disable Select automatically, and wait while your device searches for available networks.
  3. Select your preferred network.

In Settings, select Network & Internet, SIMs, then Videotron.

To select the network mode:

  1. Tap Preferred network type, then select the desired mode.
  • 5G (recommended)
  • LTE
  • 3G
  • 2G

To force a connection to a mobile network:

  1. Disable Automatically select network and wait while your device searches for available networks.
  2. Select your preferred network.

If needed, check out more details about troubleshooting 5G network issues.

Note : Depending on your device’s model, the procedure may vary slightly.

To select the network mode:

  1. In Settings, select (depending on your model):
    • Motorola : Network & Internet > Mobile network > SIMs & mobile network > Videotron (if asked) > Preferred network type
    • TCL : Mobile network > Preferred network type
    • Huawei : Mobile network > Mobile data > Preferred network mode (in SIM1 section)
  2. Select the desired network mode.

To force a connection to a mobile network:

  1. In Settings, select (depending on your model):
    • Motorola : Network & Internet > Mobile network > SIMs & mobile network > Videotron (if asked)
    • TCL : Mobile network
    • Huawei : Mobile network > Mobile data > Carrier (in SIM1 section)
  2. Disable auto network selection and wait while your device searches for available networks.
  3. Select your preferred network.

As a last resort, reset the network settings

If you’ve performed all the previous checks and the issue persists, resetting your network settings could be a solution.

Rest assured that this will not delete the personal data stored on your device. Follow the steps associated with your type of mobile phone.

Attention: Resetting network settings affects different connection types (Wi-Fi, Bluetooth, VPN, cellular). Registered Wi-Fi networks and paired Bluetooth devices will be forgotten, as well as mobile network preferences and VPN settings. Remember to reconfigure this information after the reset.

 

  1. Go to Settings and select General, then Transfer or Reset iPhone, and finally, Reset.
  2. Select the Reset Network Settings option.

If needed, see more details about resetting an iPhone.

  1. Go to Settings and select General management.
  2. Select Reset, and then select Reset network settings.
  3. Select Reset settings.
  4. If the device is protected by a password, enter the password.
  5. Select Reset.

If needed, see more details about resetting a Samsung device.

Note: Depending on your device’s model, the procedure may vary slightly.

  1. Go to Settings and select System.
  2. Select Reset Options (or Reset), then select Reset Wi-Fi, Mobile Data, and Bluetooth (or Reset Network Settings).
  3. Select Reset Settings and tap Reset Settings again.

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Learn more about LTE network
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