There is no network on my mobile phone. What should I do?
To regain access to the mobile network, try these different procedures.
- Restart your mobile device.
- If you’re using a new SIM card, make sure it’s activated.
- If you see the
icon in your device’s status bar or at the top of the screen, disable Airplane mode. - If you’re unable to use your data, make sure mobile data is enabled in your device settings.
- Check the connection symbols in your device’s status bar to see whether you’re getting network reception.
- Turn off your device, remove your SIM card, then put the card back in.
- Check whether your device is connected to the Videotron or Videotron-Ext network.
Your device is connected to the Videotron network
The device is receiving a reliable signal. If your problem persists, contact our Technical Support.
Your device is connected to the Videotron-Ext network
- Check whether data roaming is enabled. (This is necessary to connect to partner networks. Note that this type of roaming is not billed to you if your Mobile plan includes Canada or the country you’re in.)
- Check whether you’re in the extended network coverage area (green area on the mobile coverage map).
- If so usage limits apply. If you exceed these limits, access to the network may be blocked for a certain period of time.
- Check whether your device is compatible with partner networks.
Your device isn’t connected to any of these networks
- Try selecting a network manually.
- Reset the network settings.
- Check the network status in your area.
Disabling Airplane mode
Airplane mode cuts off the connection to the mobile network. To disable this feature, follow the procedure relevant to your device.
In Settings, toggle Airplane mode off.
You can also open the Control Center, then tap the Airplane mode button . The button is greyed out when the mode is disabled.
If needed, check out more details about using Airplane mode on an iPhone.
- In Settings, select Connections.
- Press Flight mode to enable or disable Airplane mode.
You can also swipe down on your home screen and tap the icon. The button is greyed out when that mode is disabled.
Note: Depending on your device’s model, the procedure may vary slightly.
- In Settings, tap Network & Internet.
- Toggle Airplane mode on or off.
You can also swipe down on your home screen and tap the icon. The button is greyed out when the mode is disabled.
If needed, check out more details about using Airplane mode on an Android device.
Understanding connection symbols
These symbols appear at the top of your mobile phone’s screen. They indicate the connection status or type.
G: GPRS connection
E: EDGE connection
3G: 3G connection
H (HSPA): 3.5G connection
H+ / HSPA+ DC: 4G connection
5G: 5G connection
LTE: LTE connection
LTE+: LTE Advanced connection, the device uses several LTE frequencies at the same time to achieve faster speed
No service / 
/ 
/ 
/ 
: No mobile network
Call and text from a Wi-Fi network
To maximize your coverage and get stable mobile service, even in places where the signal is weak or non-existent, activate the Wi-Fi Calling service.
Try selecting the network manually
Although the feature is usually enabled by default, you can manually select the network mode in your device’s settings. Follow the procedure for your mobile phone model.
- In Settings, select Cellular.
- Tap Cellular Data Options, then Voice & Data.
- Select the desired network mode:
- 5G On (forces activation at all times)
- 5G Auto (only activates if it will not significantly reduce battery life)
- LTE
- 3G
Warning: 5G options are only displayed for devices certified 5G by Videotron.
If needed, check out more details about using 5G on an iPhone.
- In Settings, select Connections.
- Tap Mobile Networks, then Network mode.
- Select the desired network mode:
- 5G/LTE/AMRC-LB/GSM (auto connect)
- LTE/WCDMA/GSM (auto connect)
- WCDMA/GSM (3G) (auto connect)
- WCDMA only
- GSM only
5G options are only displayed for devices certified 5G by Videotron.
- In Settings, select Network & Internet.
- Tap SIMs, then Preferred network type.
- Select the desired network mode:
- 5G (recommended)
- LTE
- 3G
- 2G
5G options are only displayed for devices certified 5G by Videotron.
If needed, check out more details about troubleshooting 5G network issues.
Note: Depending on your device’s model, the procedure may vary slightly.
In Settings, select (depending on your model):
- Motorola: Network & Internet > Mobile network > Advanced > Preferred network type
- TCL: Mobile network > Preferred network type
- Huawei: Mobile network > Mobile data > Preferred network mode
Select the desired network mode.
5G options are only displayed for devices certified 5G by Videotron.
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.
- Go to Settings and select General, then Transfer or Reset iPhone, and finally, Reset.
- Select the Reset Network Settings option.
If needed, see more details about resetting an iPhone.
- Go to Settings and select General management.
- Select Reset, and then select Reset network settings.
- Select Reset settings.
- If the device is protected by a password, enter the password.
- Select Reset.
If needed, see more details about resetting a Samsung device.
Note: Depending on your device’s model, the procedure may vary slightly.
- Go to Settings and select System.
- Select Reset Options (or Reset), then select Reset Wi-Fi, Mobile Data, and Bluetooth (or Reset Network Settings).
- Select Reset Settings and tap Reset Settings again.
I can’t access a Wi-Fi network with my phone. What should I do?
Follow the procedure for connecting a device to a Wi-Fi network.
Issue still not resolved? Attempt to forget the Wi-Fi network and reconnect to it. Follow the procedure for your mobile phone model.
To get your device to forget the network you’re using:
- Under Settings, select Wi-Fi.
- Tap
next to the network you’re using. - Tap Forget This Network, then Forget to confirm.
To get your device to forget a network to which you’re connected, but aren’t using:
- Under Settings, select Wi-Fi.
- Tap Edit on the corner of the screen to display the known networks on your device.
- Do one of the following:
- Tap
, then Delete. - Tap next to the network, then press Forget This Network, then Forget to confirm.
- Tap
- In Settings, select Connections, then Wi-Fi.
- Check that the Wi-Fi switch is enabled.
- Open the
menu on the upper-right and select Advanced, then Manage networks. - Select the desired Wi-Fi network and press Forget.
Note: Depending on your device’s model, the procedure may vary slightly.
- In Settings, select Network & Internet and, then Internet or select Wi-Fi Settings.
- Enable Wi-Fi if it isn’t already.
- At the bottom of the screen, tap Saved Networks.
- From the list, select the registered network you want to delete.
- Tap Delete or Forget.
