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Mobility

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 data network your device is using. For example, a 5G icon will appear if the device is connected to the 5G network.

Here are the signal indicators that may appear on your device:

  • HSPA/HSPA+
  • 4G LTE/LTE-A
  • 5G/5G+

Here are some reasons why you may not see a signal indicator.

You’re on a phone call

  • If the device does not support Voice and Video over LTE, it will use the 3G/HSPA+ network for both voice and data during a phone call. Once you hang up, the device will switch back to 4G LTE for data service and the signal indicator will show LTE. This may take up to 15 seconds.
  • If the device supports Voice and Video over LTE, it will remain on the LTE network even during a phone call. More about Voice and Video over LTE.

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

Bell is Canada’s largest network. The type of network you connect to will depend on where you are located. Visit our network coverage map to see where coverage is available.

You’re not using a Bell-compatible device or SIM card

You must have a Bell-compatible device (i.e., smartphone, tablet, etc.) and a Bell SIM card activated on a plan with at least 500 MB of data.

If you are using a device from another service provider, please make sure it is compatible with the Bell network. Check device compatibility.

Ensure your network mode is set to global or automatic

  • This option may differ depending on your device.
  • Check your mobile network settings. The network mode may be restricted to specific networks depending on what has been selected.

Other situations

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

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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