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Make a call or send a text when travelling

Find the correct area code prefix for your location

How to place calls when travelling


While travelling, it is important to know the dialing patterns of the country you are visiting as it may vary from the way you dial in Canada.

Important Considerations

To call outside the country that you are visiting, you must dial the proper exit code. The “+” symbol in front of the country code will allow calls to successfully complete to the dialed party. To obtain the “+” symbol, press and hold the “0” key on your keypad.

You should research the applicable country code for the destinations you will be travelling and calling/texting to online so you can understand which country code to use when referring to the instructions below.

Required Dialing Patterns while Travelling:


Location How to dial
Calling a phone number within the visited country

Example: France to France

Note: These types of calls are included in the Easy Roam daily fee.
Dial “+” Country Code + Phone number

Example: + 33 802701239

Calls within the same country do not require an exit code. If call fails, try calling without the “+” symbol
Calling a phone number in Canada while travelling

Example: France to Canada
Dial “+” Country Code + Phone number

Press and hold the “0” key to obtain the “+” sign

Example: + 1 4169405995
Calling a phone number outside of the travelled country

Example: France to Italy

Note: These types of calls are not included in the Easy Roam daily fee and will be charged the roaming pay-per-use rate for the country you’re calling from.
Dial “+” Country Code + Phone numberPress and hold the “0” key to obtain the “+” sign

Example: + 39 06701239
Calling a Toll Free number outside of Canada

Example: US to US

Roaming pay-per-use rates apply if calling North American toll free numbers from outside North America
Dial “+” Country Code + Phone number

Press and hold the “0” key to obtain the “+” sign

Example: +1 8665582273
Calling Special Numbers

Special numbers retain their dialing pattern
Dial: 411, 511, *611, 911

Note: Dialing 411 and 511 will be charged the roaming pay-per-use rate for the country you are calling from.

Note: Some toll-free numbers may not work while travelling, especially if you are calling North American toll-free numbers from outside North America.

Send a text message while outside Canada


Location Texting instructions
Within the country you’re visiting.

Example: Mexico to Mexico
1. Create a new message
2. In the To field, enter the local destination number. The exit code and country code are not necessary
3. Send the message
From the country you’re visiting to Canada or the US1. Create a new message
2. In the To field, type +1 followed by the ten-digit phone number
3. Send the message
From the country you’re visiting to another country (not Canada or the US)

Note: Messages to these mobile numbers are also included in the Easy Roam daily fee, just like the scenarios above.
1. Create new message
2. In the To field, type the country code, followed by the area code (if applicable), and then the local phone number
3. Send the message

Note: As iMessage uses data, it is not considered text messaging. Data usage with instant messaging like iMessage will use whatever data you’re using for travel:

  • Easy Roam will deduct from your monthly rate plan data
  • Roaming passes will use the data included in the pass
  • If no data is included in your roaming pass or if you don’t have any travel coverage, then roaming data pay-per-use rates will apply. Visit telus.com/travel to see the rates and options for your travel destination.

Access your voicemail while travelling


Using Voicemail and applicable charges

If you are using your TELUS mobile device, in most cases you will be able to access your voicemail as usual. Voicemail is treated like any other call while roaming, and the following charges will apply:

  • Easy Roam: Will not use your monthly rate plan's minutes, but will activate the daily Easy Roam fee if you haven't done so already.
  • Roaming Passes: Will deduct from the minutes included in the pass and billed as per the overage rates for the pass if the included minutes are exceeded.
  • Pay-per-use: If you do not have any travel coverage for you plan, calls to voicemail will be subject to the roaming pay-per-use rate for the country you’re calling from.

If you’re not able to access your voicemail from your TELUS mobile device, or if you are calling from a landline:

  1. Dial +1-647-637-7243 (to type +, press and hold zero)
  2. Follow the prompts

Setup your voicemail before you leave

Ensure that you have set up your voicemail before leaving Canada, as you will not be able to do so while travelling. To set up your voicemail, try one of the following:

  • From your TELUS mobile device, call your own 10-digit number and follow the prompts
  • From your TELUS mobile device, speed dial 1 and follow the prompts

Voicemail notifications may not always work

In some travel destinations, the voicemail notification on your device may not be available when someone leaves you a message in your voicemail.

Call forwarding while travelling


Call Forwarding services may not be available while travelling abroad.

Calls can only be forwarded to North American phone numbers, i.e. numbers with County Codes of +1. You cannot forward calls to international phone numbers, i.e. numbers with Country Codes other than +1.

For more information about call forwarding, view the support article: Call forwarding on your mobile device.

Contact TELUS while roaming


Option Steps
Call TELUS Support From your mobile device: Dial *611
(free call - 24/7/365)
Any Phone: +1 416 940 5995
Charges may apply if dialing from a non-TELUS mobile phone number
Chat with TELUS Chat with an agent from a computer:
http://www.telus.com/chat/

Emergency Contacts while traveling


If you require emergency assistance while traveling (Example: Natural disaster, political unrest), Government of Canada has provided the following contact information:

Option Steps
In Person Visit the nearest Embassy or Consulate in visiting countryhttp://travel.gc.ca/assistance/embassies
Note: Only open during business hours
By Phone & Email Contact Emergency Watch and Response Centre in Ottawa (24 hrs)
Email: sos@international.gc.ca
Phone: +1-613-996-8885
Note: Collect calls accepted from anywhere in the world
Web access to your account Visit telus.com/travelpurchase on a mobile device or computer

Send a text message while outside Canada


Location Texting instructions
Within the country you’re visiting.
Example: Mexico to Mexico
1. Create a new message
2. In the To field, enter the local destination number. The exit code and country code are not necessary
3. Send the message
From the country you’re visiting to Canada or the US 1. Create a new message
2. In the To field, type +1 followed by the ten-digit phone number
3. Send the message
From the country you’re visiting to another country (not Canada or the US)

Note: Messages to these mobile numbers are also included in the Easy Roam daily fee, just like the scenarios above.
1. Create new message
2. In the To field, type the country code, followed by the area code (if applicable), and then the local phone number
3. Send the message

Note: As iMessage uses data, it is not considered text messaging. Data usage with instant messaging like iMessage will use whatever data you’re using for travel:

  • Easy Roam will deduct from your monthly rate plan data
  • Roaming passes will use the data included in the pass
  • If no data is included in your roaming pass or if you don’t have any travel coverage, then roaming data pay-per-use rates will apply.

Access your voicemail while travelling


Using Voicemail and applicable charges

If you are using your TELUS mobile device, in most cases you will be able to access your voicemail as usual. Voicemail is treated like any other call while roaming, and the following charges will apply:

  • Easy Roam: Will not use your monthly rate plan's minutes, but will activate the daily Easy Roam fee if you haven't done so already.
  • Roaming Passes: Will deduct from the minutes included in the pass and billed as per the overage rates for the pass if the included minutes are exceeded.
  • Pay-per-use: If you do not have any travel coverage for you plan, calls to voicemail will be subject to the roaming pay-per-use rate for the country you’re calling from.

If you’re not able to access your voicemail from your TELUS mobile device, or if you are calling from a landline:

  1. Dial +1-647-637-7243 (to type +, press and hold zero)
  2. Follow the prompts

Setup your voicemail before you leave

Ensure that you have set up your voicemail before leaving Canada, as you will not be able to do so while travelling. To set up your voicemail, try one of the following:

  • From your TELUS mobile device, call your own 10-digit number and follow the prompts
  • From your TELUS mobile device, speed dial 1 and follow the prompts

Voicemail notifications may not always work

In some travel destinations, the voicemail notification on your device may not be available when someone leaves you a message in your voicemail.

Call forwarding while travelling


Call Forwarding services may not be available while travelling abroad.

Calls can only be forwarded to North American phone numbers, i.e. numbers with County Codes of +1. You cannot forward calls to international phone numbers, i.e. numbers with Country Codes other than +1.

For more information about call forwarding, view the support article: Call forwarding on your mobile device.

Contact TELUS while roaming

Option Steps
Call TELUS Support From your mobile device: Dial *611 (free call - 24/7/365)
Any Phone: +1 416 940 5995
Charges may apply if dialing from a non-TELUS mobile phone number
Chat with TELUS Chat with an agent from a computer:
http://www.telus.com/chat

Emergency Contacts while traveling


If you require emergency assistance while traveling (Example: Natural disaster, political unrest), Government of Canada has provided the following contact information:

Option Steps
In Person Visit the nearest Embassy or Consulate in visiting country.
For information, visit http://travel.gc.ca/assistance/embassies
Note: Only open during business hours
By Phone & Email Contact Emergency Watch and Response Centre in Ottawa (24 hrs)

Email: sos@international.gc.ca

Phone: +1-613-996-8885

Note: Collect calls accepted from anywhere in the world
Web access to your account Visit telus.com/mytelus on a mobile device or computer

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