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Mobile data issues: Can’t access websites or apps

You’ve turned on the data on your phone, but you still can’t seem to connect to the internet or get some apps to work. These steps and tips will outline the different causes and how to fix them. 


Step 1: Restart your phone

Try turning your phone off and waiting 30 seconds before turning it back on. Then test your data.

 For steps on how to restart an iPhone or Android phone, visit Restart your mobile phone.


Step 2: Check that your WiFi is turned off

Make sure the issue isn't related to WiFi. Simply turn off the WiFi on your phone.

If you don't know how to turn WiFi off, check out how to disconnect from WiFi.

With the WiFi turned off, try to browse a few different websites. If browsing works with WiFi turned off, your WiFi connection may be causing your browsing issue.

Please refer to your Home Internet provider or visit Fido Internet Support for more help.


Step 3: Confirm your smartphone has a strong signal

If your smartphone has poor signal (1–2 bars) or no signal at all, this could cause data issues. Please move to an area with better coverage to test again. If you’re in an area where you should have signal (or stronger signal), learn how to restore service on your mobile device.


Step 4: Check if cellular data is turned on

These steps will help you check if your cellular data is turned on.

Apple iPhone:

  1. Select Settings.
  2. Select Cellular.
  3. Toggle Cellular Data on so the switch turns green.

 

Android:

Note: While every Android is slightly different, most models will follow these basic steps.

  1. Select Settings.
  2. Select Connections (on different Android versions, this may be called Network and Internet). For older Android versions you may skip this and go to the next option.
  3. Select Data Usage.
  4. Make sure Mobile data is toggled on. (Depending on your software version, this may be called Cellular Data.)

Step 5: (iPhone only) Check if your apps have access to data

Keep in mind, this step only works for iPhone. If you have an Android, please proceed to step 6.

With iPhone, you can select which apps have access to data. If a specific app is not working, your data access may be turned off for this app.

To turn on data access:

  1. Select Settings.
  2. Select Cellular.
  3. Scroll down to view your apps with data access. If one of your apps is toggled to the grey “off” position, it does not have access to data. Toggle it to the green “on” position.

Test the app to see if it works. If it still doesn’t or if all your apps were already set to the “on” position, proceed to the next step. 


Step 6: Check the website on another device

Follow the step 6 and 7 only if certain websites are not working on mobile data. 

To make sure the issue isn’t with the website itself, use another device to visit the website and see if the same problem occurs. If so, the issue may be with the website itself and not your phone.


Step 7: Clear the cookies and cache on your mobile device

Clearing your browser’s cookies and cache will remove any potential corruption with the website that won’t load. Follow the steps below for either iPhone or Android.

Apple iPhone: 

  1. Select Settings.
  2. Select Safari.
  3. Select Clear History and Website Data.

 

Android:

Note: While every Android is slightly different, most models will follow these basic steps.

  1. Select Settings.
  2. Select Apps.
  3. Select the browser app you use on the phone. (Chrome, Samsung Browser, Firefox, etc.)
  4. Select Storage.
  5. Select Clear Cache.


Step 8: For Android users, check your APN Settings

Previous step didn’t’ work? Check to see if your APN settings are correct.

  1. Select Settings.
  2. Select Connections (on different Android versions, this may be called Network and Internet).
  3. Select Mobile Networks. (You may need to click More first.)
  4. Select Access Point Names (APN).
  5. Tap the access point selected (you’ll see a dot or a checkmark beside it). 
  6. Check your APN Settings to confirm that the correct APN settings are listed.


Here are the APN settings you’ll need on your device:

  • APN: Fido-core-appl1.apn


If you have an LTE device, use the following:

  • APN: LTEMOBILE.APN
  • MMSC: http://mms.fido.ca
  • MMS Proxy: 205.151.11.13
  • MMS Port: 80
  • Leave these fields blank: Proxy, Port, Username, Password and Server.

 

If there is no APN on this screen, add a new APN. Select the plus sign (+) or select Menu (3 dots. Choose Add APN. Enter the settings provided above and adjust nothing else. Select Save.

Test your data to see if it works.

Step 9: Check if you have VPN set up on your phone

A VPN on a phone could lead to cellular data issues. Use the following steps to see if you’re using one on your phone.

Apple iPhone:

  1. Select Settings.
  2. Select General.
  3. Select VPN & Device Management.
  4. Select VPN.
  5. If the screen shows Add VPN Configuration, then that means you have no VPN set up and can move on to the next step.
  6. If you see any VPNs with an (i) beside it, tap the icon and delete the VPN. (Note: You’ll need to add the VPN back later if you want to use it again).

 

Android:

Note: While every Android is slightly different, most models will follow these basic steps.

  1. Select Settings.
  2. Select Connections (on different Android versions, this may be called Network and Internet).
  3. Select More Connection Settings.
  4. Select VPN. If you see a gear icon, that means VPN is set up. Select gear.
  5. Delete the VPN profile.

 

Test your data to see if it works.


Step 10: Reset the internet settings on your phone

Sometimes the internet settings on your phone can be changed or corrupted, causing data issues. Use the following steps to reset internet settings on your phone.

Connect back to WiFi after resetting.

Apple iPhone:

  1. Select Settings.
  2. Select General.
  3. Select Transfer or Reset iPhone.
  4. Select Reset.
  5. Select Reset Network Settings. (Note: All WiFi and Bluetooth settings will be erased.)
  6. Your iPhone will restart automatically. Test your data.

 

Android:

Note: While every Android is slightly different, most models will follow these basic steps.

  1. Select Settings.
  2. Select General Management. (Sometimes called System on different software versions.)
  3. Select Reset.
  4. Select Reset Network Settings. For some devices, this may also be listed as “Reset Wi-Fi, mobile & Bluetooth”. (Note: All WiFi and Bluetooth settings will be erased.)
  5. Once the network settings have been reset, restart your phone, and test the data.


Step 11: Confirm your data is not paused

Most Fido mobile plans include https://www.fido.ca/consumer/content/overage-protection. This pauses your data once you’ve reached your limit. Check to make sure your data isn't turned off using Fido My Account.

  1.  Log in to Fido My Account.
  2. Select the mobile number that’s experiencing data issues.
  3. In the Usage tab, check for any remaining data. If you’re already at your limit and you see a shield icon near your “Remaining data”, your data has been paused.

To keep using data, consider using your 5 hours of extra data, or add data by selecting.


Step 12: Confirm your account status

Sometimes an overdue balance on an account can cause cellular data to be suspended. Make sure this isn’t the cause of your issue by confirming your account balance.

You can log into Fido My Account to check your balance and make a payment, if needed. If this was the issue, please reboot your phone and test your cellular data once you’ve paid.


Step 13: Check for outages

If the steps above haven’t fixed your issue visit our Network Help & Outages page, where you can use our virtual assistant ASKJACK to find out about possible outages and for additional support.

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