Mobile Troubleshooting

Data Issues

I can’t access the Internet or apps using my data.

Try the following steps:

1. Make sure your device is not on Airplane Mode.
2. Ensure your SIM card is inserted properly.
3. Restart your device.
4. Check if you can make a phone call. If you’re not able to make calls, you may be out of our coverage area. To view our coverage map, click here.
5. If you're connected to a WiFi network, turn WiFi off and on (for instructions, click here) and check if WiFi is working for other connected devices.
6. Turn your Cellular Data off and on. For instructions, click here.
7. Check Mobile My Account to see if your data is blocked or disabled, or if you've used all your data for the month. Click here to log in.
8. Have you received a notification that you’ve used up your data? If so, Worry-Free Data is now protecting you from overages. If you need more data you can add a Data Top-Up by logging into Mobile My Account here.
9. Are you on an Unlimited Data plan and have you received a notification that you’ve used up your high-speed data? If so, you can check your data allotment and add a high-speed Data Top-Up by logging into Mobile My Account here.
10. Ensure your network mode is set to automatic network selection. Find instructions below under “Coverage Issues”.
11. Clear your internet browser’s temporary files and cookies.
12. Update your device’s software. For instructions, click here.

Need more help? Call us at 1-888-345-1111 or chat with us online. If you can, make note of the date and time the issue happened as well as any error messages you may have received.

How can I monitor or reduce my data usage?

Try the following tips to help manage your data usage:

1. Turn off background apps.
2. If available, choose which apps can access your mobile data.
3. Use WiFi whenever possible.
4. Log in to Mobile My Account to view and monitor your data usage. Click here to log in.
5. Watch for Worry-Free Data protection notifications.
6. iPhone users may consider turning off Wi-Fi Assist. You can do this by going to Settings > Cellular or Settings > Mobile Data. Then scroll down and tap the slider for Wi-Fi Assist).

I've received a notification that my device is not compatible with Eastlink's VoLTE network.

To enjoy the highest quality mobile experience, you need to upgrade your device.

As technology evolves, it becomes necessary to turn off older networks to focus on newer, faster networks that deliver advanced mobile services and speed. Our Voice & Data LTE network will provide you with a more reliable connection, faster call connections, clearer quality calls and the ability to use LTE Data while on a call.

If you do not upgrade your device, you will not be able to connect to our network and we will no longer be able to guarantee the quality of your mobile service. For assistance, please call us at 1-888-345-1111, chat with us online or visit an Eastlink store.

I have no service on my device.

Try the following steps:

1. Make sure your device is not on Airplane Mode.
2. Ensure your SIM card is inserted properly.
3. Restart your device.
4. Check your signal strength in the top corner of your screen and try moving around to see if you can get a stronger signal.
5. Make sure you are in an area unobstructed by concrete and/or metal like a warehouse, elevator or basement.
6. Confirm that you are in a good coverage area. To view our coverage map, click here.
7. Turn your Cellular Data off and on. For instructions, click here.
8. Ensure your network mode is set to automatic network selection. Find instructions below under “Coverage Issues”.
9. Update your device’s software. For instructions, click here.
10. Check the status of your account in Mobile My Account. Click here to log in

I have a poor signal and/or my calls are being dropped.

Try the following steps:

1. Restart your device.
2. Ensure your network mode is set to automatic network selection. Find instructions below under “Coverage Issues”.
3. Check your signal strength in the top corner of your screen and try moving around to see if you can get a stronger signal.
4. Make sure you are in an area unobstructed by concrete and/or metal like a warehouse, elevator or basement.
5. Confirm that you are in a good coverage area. To view our coverage map, click here.

I can't make or receive a call.

Try the following steps:

1. Make sure your device is not on Airplane Mode.
2. Make sure that Call Forwarding, Do Not Disturb or other blocking features are not turned on.
3. Ensure your SIM card is inserted properly.
4. Restart your device.
5. Check your signal strength in the top corner of your screen and try moving around to see if you can get a stronger signal.
6. Make sure you are in an area unobstructed by concrete and/or metal like a warehouse, elevator or basement.
7. Confirm that you are in a good coverage area. To view our coverage map, click here.
8. Reset your connection by turning Airplane Mode on and off or reset your Network Settings
9. Ensure your network mode is set to automatic network selection. Find instructions below under “Coverage Issues”.
10. Check the status of your account in Mobile My Account. Click here to log in.

How do I enable automatic network selection on iPhone?

To get the most of your mobile experience, you should always keep your device set to automatic network selection. It will then automatically search for and connect to the best available network.

1. Tap Settings
2. Tap Cellular
3. Tap Network Selection
4. Tap Automatic switch to enable

How do I enable automatic network selection on Android?

To get the most of your mobile experience, you should always keep your device set to automatic network selection. It will then automatically search for and connect to the best available network.

1. Tap the Settings app
2. Tap Connections
3. Tap Mobile networks
4. Tap Network operators
5. Tap Select automatically
6. Tap OK on the prompt

How do I enable Voice over LTE (VoLTE) on iPhone?

To get the most of your mobile experience, you'll need to set your device to use Voice & Data over LTE.

1. Tap the Settings app
2. Tap Cellular
3. Tap Cellular Data Options
4. Ensure Enable LTE is set to Voice & Data

How do I enable Voice over LTE (VoLTE) on Samsung?

To get the most of your mobile experience, you'll need to set your device to use Voice & Data over LTE.

1. Tap the Settings app
2. Tap Connections
3. Tap Mobile networks
4. Ensure VoLTE calls is on (tap the switch next to it to enable)

If VoLTE Calls is not present on your phone, please perform the following steps instead:

1. Tap the Settings app
2. Tap General Management
3. Tap Reset
4. Tap Reset Network Settings
*Please Note - This action will also erase all Wi-Fi passwords and Bluetooth device pairings on your phone
5. Power cycle your device

Text Messaging Issues

I can't send or receive a text message.

Try the following steps:

1. Make sure your device is not on Airplane Mode.
2. Ensure your SIM card is inserted properly.
3. Restart your device.
4. Check your signal strength in the top corner of your screen and try moving around to see if you can get a stronger signal.
5. Make sure you are in an area unobstructed by concrete and/or metal like a warehouse, elevator or basement.
6. Confirm that you are in a good coverage area. To view our coverage map, click here.
7. Check the status of your account in Mobile My Account. Click here to log in.
8. If you are using iMessage, make sure you are connected to WiFi or Cellular Data.

Need more help? Call us at 1-888-345-1111 or chat with us online. If you can, make note of the date and time the issue happened as well as any error messages you may have received.