Troubleshoot: Can't make or receive phone calls

Your device is connected to the wireless network when TELUS appears next to the signal strength bars.

Certain settings disable your cellular connection or receiving functionality. Ensure that Airplane Mode, Do Not Disturb and/or Blocking Features are disabled. For Data connections, ensure that Mobile Data is enabled.

If you are in an area where you normally have a signal, your device may be having difficulty connecting to the network. In this case, resetting the network connection or restarting the device may help to re-establish a connection. 

You can force a reset of your connection by turning Airplane Mode off and on again. This will force your device to attempt to re-establish a connection.

You can also reset your network connection by performing a reset of network settings.

For detailed instructions on a specific device model, visit our Device simulators support page or visit the device manufacturer website. Choose your device model and then search for Airplane Mode or Reset Network Settings using the simulator.

If your device is unable to connect to the network, restarting your device may help regain the connection. Turn your phone off and on again, then try to place a call.

For detailed instructions on your device model, visit our Device simulators support page visit the device manufacturer website. Choose your device model and then search for Restart in the simulator.

Wireless network signal strength can vary by location due to a number of factors including distance from the nearest cell tower and obstacles in the environment.

Depending on your location, there may be areas where the wireless signal strength is too weak to make a call, send a text or browse the internet. Sometimes moving outdoors or to a different location may help.

If you have low signal strength, move to a location with better coverage. You will usually find a better connection by moving outdoors, closer to a window or a more open location. Concrete and steel buildings may hinder reception, especially in elevators and underground locations like basements, subways and tunnels. Wi-Fi calling may be an alternative in those areas.

Finally, ensure that your area is part of our coverage network by checking our coverage maps.

TELUS Mobility is committed to providing our customers with excellent wireless communications at all times. We have built our networks using state-of-the-art digital technologies so customers receive the best possible service within our coverage areas across Canada.

From time to time, occasional maintenance, network difficulties, technical limitations or even atmospheric conditions may disrupt service. We try to make sure that any planned maintenance outages occur at times that will have the least impact to our customers.

You may experience degraded coverage or service quality when many customers attempt to access the network from the same location, such as a large public event or during rush-hour.

To check the status of service outages for your TELUS Office Internet, Office Phone, Business TV and Mobility services, visit: TELUS Business Service Status

To verify Business Connect service status, visit telus.com/cloudphonestatus.

Certain issues may need to be resolved through a TELUS Support Agent. 

At your convenience please contact us for support using the chat window, or your preferred contact method.

We recommend that you activate call forwarding until the issue is resolved.