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Troubleshoot mobile phone problems when travelling

How to restart your device or manually select a mobile roaming network

Ensure Data Roaming is turned on in your mobile device settings


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, follow the device-specific instructions below.

iOS (Apple) devices

  1. Select Settings
  2. Select Cellular
  3. Select Cellular Data Options
  4. Toggle Data Roaming ON. It will appear green when data roaming is enabled

Android devices

  1. Select Settings
  2. Select More Settings or More Networks
  3. Select Mobile Networks
  4. Add a checkmark to data roaming

BlackBerry 10 devices

  1. Select Settings
  2. Select Network Connections
  3. Select Mobile Networks

Restart your device


Restarting your phone causes its software to reload, which can fix some problems. To restart your device:

iOS (Apple) devices:

For iPhone X or later: Press and hold the side button and either volume button until the slider appears. Then drag the slider to turn your device completely off. After the device shuts off, press and hold the side button until you see the Apple logo.

For iPhone 8 or earlier: Hold down the power button on the right side of the device (or on the top of the device for earlier models) until the slider appears. Then drag the slider to turn your device completely off. After the device shuts off, hold the power key until you see the Apple logo.

Devices with removable battery:

  1. Remove the battery
  2. Wait ten seconds
  3. Reinsert the battery

Note: If your device does not have a removable battery, completely power off and restart the device.

Ensure there isn’t a data block active on your device


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 ways that a data block may be active on your device.

For more information on how to manage these data blocks, view the support article: Data access and blocking for mobile devices.

Manually select your roaming network operator


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. Below are instructions for managing your network operator in your device’s settings.

For Apple devices:

  1. Select Settings
  2. Select Cellular
  3. Select Cellular Network
  4. Turn Automatic to off. Your phone will search for networks in range
  5. Select the appropriate network for your device

For Android devices:

Please note that the steps below may vary slightly between different generations of devices.

For Samsung devices:

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

  1. From the Home screen, select ➔ Settings ➔ Connections ➔ More networks ➔ Mobile networks
  2. Select Network operators. All available networks are displayed, with the current network connection at the top of the list
  3. Select Search networks to manually search for all networks
  4. Select automatically to select a network connection
  5. Select a network operator to manually register on that network

For HTC devices:

  1. From the home screen, access Device Settings
  2. Under Wireless and Networks, select Mobile Data
  3. Select an available network operator to manually register on the network

For LG devices:

  1. From the home screen, access device settings
  2. Select Tethering and Networks
  3. Select Mobile Networks
  4. Select Network operators
  5. Select an available network operator to manually register on the network

For BlackBerry 10 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

For all other devices:

The procedure is specific to each device. We recommend you view your device specific instructions and download 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. For more device-specific information, view our support section for mobility devices.

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