Mobile or internet down: what to check before you call (Canada)

Is the network down, or only your phone?

The service page on this site shows status based on reports from visitors over the last day. It compares recent reports with the normal level to indicate whether a service might be down. These reports are unofficial—they come from people, not the provider.

Look at the official website of your provider. If it loads slowly or takes time to respond, it does not prove the phone or internet is down. A website that does not load does not prove the service is down either. The website and the service are separate things.

What to check before you call

To find out whether the problem is just yours, try on another device. Try a different way to connect. If you are on wifi, switch to mobile data, or reverse it.

Check the chart and map on the service page here. Reports from across the country right now show if the network might be down. No reports lately does not mean the network works; it only means nobody reported. Read what the provider posted.

You can report the problem here once per hour if you believe it is not working.

• Try another device, another connection, check the map, read the help articles, and report

Who can confirm an outage, and how to reach your provider

When a provider publishes an official status page, we link to it. That is the official word. We also link to the help and contact pages when we find them.

When in doubt, read what the provider says. We cannot spot every outage. Faults confined to one place, bugs that hit few people, and services that few visitors search for are hard for us to spot.

If it stays unresolved: where to complain

Start with your provider. That is the first step.

If the problem is still unresolved after you try with the provider, you can submit a complaint to the CCTS. This is a free service that helps people and small businesses resolve disputes with phone, internet, and TV providers. Fill out the complaint intake form on the official page. It is the easiest way. If it accepts your complaint, the CCTS first passes a copy to your provider.