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Troubleshooting data connectivity on my smartphone or tablet

Try these tips to troubleshoot problems with data connectivity on your smartphone or tablet, such as when browsing the web, or when using social media or other apps that require data.

Check if you can make and receive phone calls

If you’re also unable to make calls, you may be out of the coverage area. Use our coverage map to find your location and confirm that you have coverage.

Reset device network settings

If you can't connect to the Internet, or send or receive messages (email, text, picture or video), resetting the network settings may help. If you’re not sure how, Select your manufacturer below and follow the steps.

Important: when you reset network settings, the following will be cleared or restored to defaults:

  • Cellular and Wi-Fi network settings (including saved networks and passwords)
  • Bluetooth®

Open an app that uses data, such as Facebook or Instagram

If you are able to use the mobile browser but can’t use a particular app, follow the steps in the section >An app isn’t working on my smartphone or tablet.

Turn Wi-Fi off and on

Find out how

Turn airplane mode on and off

Find out how

Turn data off and on

Find out how

Confirm you haven’t used all of your data

  • You can quickly check your data usage in the My Usage section of MyBell or the MyBell app.
  • Unlimited Data plans: have you received a notification that you have used up the included maximum speed data? Once you receive the notification, your data speeds are slowed to a max of 512 Kbps – suitable for light web browsing, email and messaging – until the end of your billing cycle. You can upgrade to a plan with more data at maximum speeds.

Add funds to your prepaid account

Prepaid customers cannot send messages or use data if their account balance is $0 (or less). If you have a prepaid account, check that you have funds by dialling #321 from your mobile phone.

Ensure your network mode is set to global or automatic

  • This option may differ depending on your device. 
  • Third-party power savers or LTE on/off applications may affect this setting.

Clear the browser temporary files and cookies

Install the latest software updates

Do the following to make sure your phone or tablet is up to date.

  1. Find the software version on your device.
  2. Visit bell.ca/softwareupdate and select your device to see what the current software version is.
  3. If the software version on your device does not match what is listed on our site, update the software.

Back up and reset your device to factory defaults

The last thing you should try is to reset your phone or tablet to factory defaults.

Important: all of your media, data and settings will be erased. This action cannot be undone. If you have Dual SIM activated, your eSIM will be erased and you will need to replace it at a Bell store.

If the Device Protection feature is enabled on your device, it will stay enabled. After the reset, you will need to enter your Google or Apple account password to use the device again.

  1. Back up your phone or tablet using the suggested back up software from your manufacturer.
  2. Reset your device to factory defaults.
    • iOS: Settings > General > Reset > Erase all contents and settings > Erase (device) > Erase (device)
    • Android:  Settings > General > Restart & reset > Factory data reset > Reset (device) > OK > Delete all > Reset

A signal indicator on the screen shows which network your phone or tablet is using. LTE appears if you’re connected to the 4G LTE network. H+ appears if you’re connected to the 4G HSPA+ network.

Here are some reasons you may not be connected to LTE.

You’re on a phone call

If you’re on a call, both voice and data will be delivered over the 4G HSPA+ network, even if you’re within 4G LTE coverage. Once you hang up, the smartphone will switch back to 4G LTE for data service and the signal indicator will show LTE. This may take up to 15 seconds. Note: VoLTE-enabled smartphones will remain on LTE even during an active phone call.

You’re outside of LTE coverage or near the border of a coverage area

If you’re near the border of a coverage area, your device may pick up HSPA+ coverage instead of LTE coverage. Visit bell.ca/coverage to see where LTE is available.

You’re not using an LTE device or SIM card

You must have a 4G LTE smartphone or tablet and Bell 4G LTE SIM card activated on a plan with at least 500 MB of data. If you’re using a device from another service provider, please make sure it can work on the Bell network.

Ensure your network mode is set to global or automatic

  • This option may differ depending on your device. 
  • Third-party power savers or LTE on/off applications may affect this setting.

Other situations

Your connection to the LTE network may vary due to topography, environmental conditions, device type and other factors.

Learn more about the LTE network from Bell

Try these tips to troubleshoot problems with apps on your device.

 

Clear the browser temporary files and cookies

Clear the application cache

Clearing the app cache removes temporary files that are stored or retained on the app and can help resolve erratic behaviour. Clearing the app cache does not remove any stored or saved items (e.g. voicemails, pictures, text messages).

Close the application

Update the problem app

  • iOS: Open the App store > Touch Updates > Touch Update All > Enter your password. The apps will begin to update.
  • Android: Learn more from Google.

Uninstall and reinstall the application

Turn JavaScript on or off

For Google Chrome users only:

  1. Launch the Google Chrome app.
  2. Touch Settings.
  3. Under Advanced, touch Content settings.

Get more help with apps

Google and Apple offer tips to resolve issues with apps. For example: 

Bell doesn’t support troubleshooting apps unless the problem is determined to be a network-related issue.

Bell Community forum

Find even more support by searching topics or posting questions in our forum.

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