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Troubleshoot problems when travelling with your Business mobile phone

Troubleshoot problems when travelling with your Business mobile phone

Learn how to restart your device, manually select a mobile roaming network and get more tips and tricks to help resolve issues while traveling.

Visit www.telus.com/businesstravel to confirm mobile network coverage in your travel area(s).

If you are having trouble using data – or if sending/receiving picture and video messages, including instant messaging (e.g. iMessage or WhatsApp) isn’t working – data roaming on your device may be switched off.

Data roaming is typically switched OFF by default in your mobile device’s settings. To enable data roaming on your device, use the following instructions for common devices or find your device-specific instructions on our mobile device support page.

Device(s)

Instructions

iOS (Apple) devices

  1. Select Settings

  2. Select Cellular

  3. Select Cellular Data Options

  4. Toggle Data Roaming to ON

Android devices

  1. Select Settings

  2. Select Network and Internet

  3. Select Mobile Networks

  4. Toggle Roaming - Connect to data services when roaming to ON

BlackBerry 10 devices

  1. Select Settings

  2. Select Network Connections

  3. Select Mobile Networks

  4. Toggle Data services while roaming to ON

Restarting your phone causes its software to reload, which can fix some problems. To restart your device, use the following instructions for common devices or find your device-specific instructions on our mobile device support page:

Device(s)

Instructions

iOS (Apple) devices

iPhone X or later

  1. Press and hold the side button (power) and either volume button until the slider appears

  2. Drag the slider to turn off your device completely

  3. Once the device shuts off, press and hold the side button (power) until you see the Apple logo

For iPhone 8 or earlier

  1. Press and hold the power button on the right side of the device (or on the top of the device for earlier models) until the slider appears

  2. Drag the slider to turn off your device completely

  3. Once the device shuts off, press and hold the power button until you see the Apple logo

Android devices

  1. Press and hold the side button (power) until the menu appears

  2. Select Power off

  3. Once the device shuts off, press and hold the side button (power) until your see the manufacturer logo

Devices with removable battery

  1. Remove the battery

  2. Wait 10 seconds

  3. Reinsert the battery

If you are having trouble using data – or if sending/receiving picture and video messages, including instant messaging (e.g. iMessage or WhatsApp) isn’t working – then you may have a data block active on your device. 

There are a few different way to manage data blocks:

  • To opt out, contact TELUS by dialing *611 from your TELUS mobile phone

  • An account administrator can opt out of all blocks and notifications using My TELUS

  • An account administrator can also change an account user’s settings to opt the user out of automatic overage blocks and notifications with My TELUS. An account user can only view the status of their notification settings

TELUS automatically steers your mobile connection to the roaming partner that should offer the best possible service experience based on your location. However, sometimes you may find that the specific roaming operator is not offering a strong enough signal at a given time due to various reasons (e.g. specific geography is blocking the signal, network congestion, etc).

If there is a specific mobile network operator you want to always stay connected to, you may access the mobile network settings on your device to manually select your mobile network for roaming.

When you get back to Canada, ensure you turn your network selection back to automatic to resume your normal service experience. To manage your device’s network operator, use the following instructions for common devices or find your device-specific instructions on our mobile device support page.

Device(s)

Instructions

iOS (Apple) devices

  1. Select Settings

  2. Select Cellular

  3. Select Network Selection

  4. Turn Automatic to OFF. Your phone will search for networks in range

  5. Select the appropriate network for your device

Android devices

Please note that these steps may vary slightly between different device generations.

Samsung devices

Important: You must deactivate data service prior to searching for an available network.

  1. From the home screen, select Settings > Connections > Mobile networks

  2. Select Network operators

  3. Toggle the Select automatically option to OFF

  4. Select a network operator from the Available networks to manually register on that network

HTC devices

  1. From the home screen, select Settings

  2. Under Wireless and Networks, select Mobile Data

  3. Select an available network operator to manually register on the network

LG devices

  1. From the home screen, select Settings

  2. Select Network & Internet

  3. Select Mobile network

  4. Select Network operators

  5. Select an available network operator to manually register on the network

Blackberry devices

  1. On the home screen, swipe down from the top of the screen

  2. Select Settings > Network Connections > Mobile Network

  3. If the Mobile Network switch is OFF, set it to ON

  4. Set the Network Selection Mode to Manual

  5. When your device finishes scanning for networks, select a network

Other devices

As the procedure is device-specific, we recommend finding your device specific instructions and downloading your device’s user guide to learn how to access your device’s network settings and manually select your network operator. You can also check the manufacturer’s website for more information.

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The TELUS team acknowledges that our work spans many Territories and Treaty areas and we are grateful for the traditional Knowledge Keepers and Elders who are with us today, those who have gone before us and the youth that inspire us. We recognize the land and the benefits it provides all of us, as an act of Reconciliation, as recommended by the Truth and Reconciliation Commission’s (TRC) 94 Calls to Action and gratitude to those whose territory we reside on, work on or are visiting. Learn more about TELUS’ commitments to Reconciliation.
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TERRITORIAL ACKNOWLEDGEMENT

The TELUS team acknowledges that our work spans many Territories and Treaty areas and we are grateful for the traditional Knowledge Keepers and Elders who are with us today, those who have gone before us and the youth that inspire us. We recognize the land and the benefits it provides all of us, as an act of Reconciliation, as recommended by the Truth and Reconciliation Commission’s (TRC) 94 Calls to Action and gratitude to those whose territory we reside on, work on or are visiting. Learn more about TELUS’ commitments to Reconciliation.
About Us
Careers
Investors
The Network that gives back
Sustainability
Our Impact
Accessibility
TELUS Service Status
Order Status
Security
User Terms
Privacy / Cookies
Wireless Code, Simplified
Policies and Disclosures
TELUS & CRTC Wireless Code
Commercial Business (101+)
TELUS Health
TELUS Agriculture
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Twitter
Facebook
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