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Sometimes your phone isn’t able to connect to the internet or your cellular data isn't working. Annoying, right? These tips below can help you solve the problem.

Your phone connects to the internet in two different ways: network data (4G LTE) and Wi-Fi. Before you head to a Koodo store or call us for help, here are some possible quick fixes if your phone’s data or Wi-Fi is not working.

Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

### Network data troubleshooting
Data lets you access the internet with your phone anywhere on Canada’s largest 4G LTE network.

Can’t connect to Koodo’s data network? Try these tips:

1. __Check if you’ve reached your monthly data limit:__ Log into your [Self Serve](http://koodomobile.com/selfserve "Self Serve") account to see if your data usage for the month is at 100%. You can either wait until next month’s billing cycle or add more data to your account on Self Serve. With Koodo’s [Shock Free® Data](https://www.koodomobile.com/en/help/shock-free-data) feature, you'll receive text notifications when you use 50%, 90%, and 100% of your data usage, and we'll pause your data when you reach your limit. 
2. __Remove the SIM card:__ This one is easy. Turn your phone off before removing and reinserting the SIM card. Search __SIM card__ in your phone’s interactive tutorials for step-by-step help.
3. __Turn on your cellular data:__ Search __Accessing Mobile Network Settings__ in your phone’s interactive tutorials for step-by-step help.
4. __Reset your network settings:__ Resetting your network settings just clears your cellular and Wi-Fi network settings, including saved networks, Wi-Fi passwords, VPN and APN settings. Don’t worry, your personal data will be safe. Search __Network__ in your phone’s interactive tutorials for step-by-step help.
5. __Make sure your APN is sp.koodo.com__. Resetting your network settings will set your APN to its original values.

### Wi-Fi troubleshooting
Don’t want to use your phone’s data? You can always use Wi-Fi to connect to the internet.

If you’re having trouble connecting to Wi-Fi, try these tips:

1. __Restart your phone:__ Believe it or not, this simple step could do the trick! Search Restart in your phone’s interactive tutorials for step-by-step help.
2. __Update your phone’s software:__ If new software update is available, this can sometimes help fix Wi-Fi challenges. Search Update in your phone’s interactive tutorials for step-by-step help. __FYI:__ Just to be safe, back up all your photos, videos and data before updating your software. Sometimes updating errors can lead to losing personal data. Search Back up in your phone’s interactive tutorials for step-by-step help.
3. __Make sure your Wi-Fi is enabled:__ Search Connecting to Wi-Fi in your phone’s interactive tutorials for step-by-step help.

### Configuring your tablet

If you have brought your own tablet to Koodo with one of our bring your own tablet plans you can follow the above steps if you're having trouble connecting. If you have an iPad that you wish to set up with one of our bring your own tablet plans, you will need to manually configure its APN settings to connect to the internet. Here's how: 

1. Insert a __Koodo SIM card__ into an unlocked iPad, or Koodo/Telus iPad
2. Tap __Settings__
3. Tap __Cellular Data__
4. Tap __Cellular Data Options__
5. Tap __APN Settings__ 
6. Change __APN__ to __sp.koodo.com__ 


I can't connect to the internet! Annoying right? Check out Koodo's tips to fix it and get you back online in no time. 

My phone won’t connect to the internet

If you can’t send or receive calls or text messages, check out our tips below for help.

There might be a quick fix if your phone has no service or isn’t able to send or receive calls and text messages. Try these troubleshooting tips:

- __Turn off airplane mode:__ Make sure airplane mode is turned off. This setting temporarily turns off your network service so you can’t send or receive calls or text messages. 
- Make sure you haven’t set your phone to __Do Not Disturb__. 
- __Remove your SIM card:__ This is an easy one. Make sure your phone is off before removing and reinserting its SIM card. 
- __Reset your network settings:__ Resetting your network settings clears your cellular and Wi-Fi network settings, including saved networks, Wi-Fi passwords, VPN and APN settings. Don’t worry, your personal data will be safe. 
- __Restart your phone:__ Believe it or not, this simple step could do the trick!

Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

If your issue is still unresolved after following these steps, you might need advanced [help from a rep](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs). You can book a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), send us a private message through [Facebook](https://www.facebook.com/Koodo), or ask the [Koodo Community](https://community.koodomobile.com/).

<br><br>
__Related help pages:__

- [Koodo's network coverage](https://www.koodomobile.com/en/help/koodos-network-coverage)
- [Compare our coverage](http://koodomobile.com/en/network)

Can't make calls or recieve texts? Click here to find out what to do if you're not getting any network service. 

I’m not getting any network service

Over time, your phone’s battery will start to drain quickly. Here are a few tips to save some battery life.

Before heading over to a Koodo store or [contacting us](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support) for help, try these simple fixes if your battery is draining too quickly. Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

1. __Restart your phone:__ Believe it or not, this simple step could do the trick. Search Restart in your phone’s interactive tutorials for step-by-step help.
2. __Close your background applications:__ Apps can still run in the background even when you’re not using them. To save your battery life, close them. Search Managing Open Apps in your phone’s interactive tutorials for step-by-step help.
3. __Adjust your screen’s brightness:__ The brightness of your screen really can affect your phone’s battery life. Make sure Auto or Adaptive Brightness is enabled on your phone.
4. __Turn off Wi-Fi and Bluetooth:__ When your Wi-Fi and Bluetooth are turned on, your phone can be constantly searching for a connection, which leads to battery drain. Search Connecting to Wi-Fi and Pairing with a Bluetooth® Device in your phone’s interactive tutorials to find these features.
5. __Manage your battery usage:__ Most phones will give you an idea about how your battery power is being used and sometimes may even give you tips on extending your battery life. Search Managing the Battery in your phone’s interactive tutorials to find this feature.

Is your battery draining fast? Check out our top Koodo tips for making your charge last longer. 

My battery is draining fast

Phone


Is your phone acting a little strange or not working properly? You may be experiencing one of the following issues: overheating, glitching or freezing, app or phone crashing, Bluetooth connectivity issues, or slowing. Try these quick fixes to get back on track.

## 1. Restart your phone
This simple step might just be the answer to your woes. To restart your phone, search __Restart__ in your phone’s [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting) for step-by-step help.

## 2. Reset your phone to factory settings
Sometimes resetting your phone to factory settings can solve your problem. To reset your phone, search __Reset__ in your phone’s interactive tutorials for step-by-step help.

__FYI:__ Resetting your phone to factory settings will delete all personal data from your phone. Make sure to back up all photos, videos and data before you do this. Search __Back up__ in your phone’s interactive tutorials for step-by-step help.

## 3. Update your phone’s software
Sometimes new software updates and features for your phone are released to help fix known issues. Search __Update__ in your phone’s interactive tutorials for step-by-step help.

   __FYI:__ Just to be safe, back up all your photos, videos and data before updating your software. Sometimes updating errors can lead to a loss of personal data. Search __Back up__ in your phone’s interactive tutorials for step-by-step help.

## 4. Remove the SIM card
This one is quick and simple. Make sure your phone is off before removing and reinserting its SIM card. Search __SIM card__ in your phone’s interactive tutorials for step-by-step help.

## 5. Remove your phone’s battery
Some phones have removable batteries. Sometimes removing and reinserting the battery can fix certain issues. Just make sure your phone is off before you do this.

## 6. Make a payment arrangement

You might be having issues with your phone because your Koodo account is suspended or on hold because of an overdue bill or because your phone was reported as lost or stolen.

If your account was suspended because of a past-due bill, you can make a payment arrangement, which will restore your services. Your services won’t experience any disruption as long as Koodo receives your payments by the agreed-upon dates.

To restore your phone service after reporting your phone lost or stolen, please reach out to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

---
<br>

- Need extra help? See [our interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

- If you're unable to receive calls and need to speak to a rep, please send us a private message on [Facebook](https://www.facebook.com/Koodo) or ask our [Koodo Community](https://community.koodomobile.com/).

- If the problem you’re experiencing isn’t addressed on this page, you might find your answer on your phone manufacturer’s website.

<br>

__Related help pages:__ 

- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)
- [Security](https://www.koodomobile.com/en/help/security)

Is your phone acting a little strange? Try these quick fixes at home before coming into a Koodo store.

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