Troubleshooting

Nokia® Lumia 1020 - Can't send or receive text messages

There could be a number of reasons why you can’t send or receive email. To resolve the issue, try the following.

Check signal strength

The signal strength may be low.

  • Make sure you have at least two bars of signal strength with 3G or 4G in the network indicator.
  • If you have low signal strength, move to a location with better coverage. Concrete and steel buildings may be hindering reception, especially in elevators and underground locations like basements, subways, and tunnels.

Check coverage maps

Check our network maps to be sure that you’re in an area with coverage.

Check that your email account is active

You may not be able to send or receive email because your email service is temporarily unavailable.

  1. From a computer, start your email program.
  2. Attempt to either send or receive email with the email account in question.
    1. If you can send or receive an email, then the problem is not with your email service. Investigate other potential sources of the problem with your phone.
    2. If you can’t send or receive an email, there is a problem with your email service. It may be temporarily unavailable. Wait a while and try again.

Check that you have an active data connection

You may not be able to send or receive email because you don’t have an active data connection. To check your data connection:

  1. Launch your browser.
  2. Navigate to www.telusmobility.com
    1. If the page displays, you have an active data connection.
    2. If one does not, you may not have an active data connection. Check the following:
      1. From the Home screen, swipe the screen to the left.
      2. Select Settings.
      3. Select cellular.
      4. Set the Data Connection to On.

Check your email settings

  1. From the Home screen, swipe the screen to the left.
  2. Select Settings.
  3. Select email + accounts.
  4. Select the desired email account.
  5. Check the following settings:
    1. Email address
    2. Incoming email server. Telus.net email accounts use pop.telus.net. See popular email providers for details.
    3. User name
    4. Password
    5. Outgoing (SMTP) email server. Typically, this server name is smtp.telus.net. See popular email providers for details.
    6. Unless you are using a telus.net address, confirm that there is a check mark next to Outgoing server requires authentication.
  6. Tap the check mark at the bottom of the page to save your settings.
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