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

Are you experiencing network problems with your mobile phone? Here are the elements to check on your phone to recover a connection.
troubleshooting

There is no network on my mobile phone. What should I do?

To regain access to the mobile network, try these different procedures.

  1. Restart your mobile device.
  2. If you’re using a new SIM card, make sure it’s activated.
  3. If you see the Mode avion icon in your device’s status bar or at the top of the screen, disable Airplane mode.
  4. If you’re unable to use your data, make sure mobile data is enabled in your device settings.
  5. Check the connection symbols in your device’s status bar to see whether you’re getting network reception.
  6. Turn off your device, remove your SIM card, then put the card back in.
  7. 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

  1. 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.)
  2. 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.
  3. Check whether your device is compatible with partner networks.

Your device isn’t connected to any of these networks

  1. Try selecting a network manually.
  2. Reset the network settings.
  3. Check the network status in your area.

If, after performing all the above-mentioned checks, you are still experiencing network issues, please contact our Technical Support.
icone travel

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.

  1. In Settings, select Connections.
  2. Press Flight mode to enable or disable Airplane mode.

You can also swipe down on your home screen and tap the Mode avion icon. The button is greyed out when that mode is disabled.

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

  1. In Settings, tap Network & Internet.
  2. Toggle Airplane mode on or off.

You can also swipe down on your home screen and tap the Mode avionicon. The button is greyed out when the mode is disabled.

If needed, check out more details about using Airplane mode on an Android device.

Mobility

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 / icone interdit / LG – Aucun signal / Sony – Aucun signal / Huawei – Aucun signal : 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.

network-coverage

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/WCDMA/GSM (auto connect)
    • WCDMA/GSM (3G) (auto connect)
    • WCDMA 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.
Update icon

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.

 

  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.
icone wifi 2

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:

  1. Under Settings, select Wi-Fi.
  2. Tap Informations next to the network you’re using.
  3. 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:

  1. Under Settings, select Wi-Fi.
  2. Tap Edit on the corner of the screen to display the known networks on your device.
  3. Do one of the following:
    1. Tap Icône moins, then Delete.
    2. Tap Informations next to the network, then press Forget This Network, then Forget to confirm.
  1. In Settings, select Connections, then Wi-Fi.
  2. Check that the Wi-Fi switch is enabled.
  3. Open theMobile device menumenu on the upper-right and select Advanced, then Manage networks.
  4. Select the desired Wi-Fi network and press Forget.

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

  1. In Settings, select Network & Internet and, then Internet or select Wi-Fi Settings.
  2. Enable Wi-Fi if it isn’t already.
  3. At the bottom of the screen, tap Saved Networks.
  4. From the list, select the registered network you want to delete.
  5. Tap Delete or Forget.

Try reconnecting to the Wi-Fi network to check that the access issue is resolved. If it’s secure, you will need to re-enter the password.

More support for your mobile

How Videotron’s mobile network works
Understanding Videotron’s LTE network
How to use the Wi-Fi Calling service
How to access a Videotron partner network
See Videotron’s mobile network coverage
3G phase-out in Canada

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