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
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
- Check if the “Airplane” mode is activated because it disables all connections.
- 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
- Check if you have a SIM card message incorrectly inserted
- Restart your device
Check your phone’s settings
- Make sure that the “Airplane” mode is turned off
- Verify that your data isn’t blocked directly on your device
- Verify that mobile data roaming is turned on
- If you have an Android device, check if there is a power limit on your device
- 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
- Check your Mobile data usage in the Customer Centre. There are usage limits that must be respected.
- Verify that data isn’t blocked directly on the device.
- 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
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.
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