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
- If the usage limit is reached, the Partner 2 network may be blocked
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If there is no network on your phone, it can be fixed by turning your device off and then on again.
There is no network on my mobile phone. What should I do?
To regain access to your mobile network and restore your services, you need to perform several checks on your device.
- If you see the
icon in the status bar or at the top of your device’s screen, disable Airplane mode. - Check if your phone indicates that you have a mobile network.
- Check if you have a “SIM card incorrectly inserted” message.
- Try to select the network manually.
- If the problem is associated with a Wi-Fi network, try to get your device to forget the network and then reconnect.
- Attempt a network settings reset.
If, after performing all the above-mentioned checks, you are still experiencing network issues, please contact our Technical Support.
Disabling Airplane mode
Airplane mode cuts off all connections (Wi-Fi, Bluetooth and mobile networks). To disable this feature, follow the procedure relevant to your device.
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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 / 
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: No mobile network
Warning: If you are in an area where the signal is weak or non-existent, you have the option of enabling Wi-Fi Calling, if your phone is compatible. Learn how to do so.
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.
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.
Attempt to forget a Wi-Fi network
If the access issue pertains to a Wi-Fi network, getting your device to forget that network could resolve 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.
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.
As a last resort, reset the network settings
If you have done all of the above and your mobile network access problem is still unresolved, resetting your network settings may work. It may also resolve other issues related to Wi-Fi or Bluetooth connections. 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.
