Making a call or sending a text when travelling for TELUS Business customers

How to make phone calls and send texts to numbers in different locations while on a business trip to the US or international destinations.

How to place calls when you're on a business trip

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 dialled 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 Dialling 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 the Phone number
Example
: 802701239 Calls within the same country do not require an exit code (+) or country code.

Calling a phone number in Canada while travelling
Example
: France to Canada
Note
: These types of calls are included in the Easy Roam daily fee.

Dial “+” Country Code + Phone number. Press and hold the “0” key to obtain the “+” sign
Example
: + 39 06701239

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

Dial
: 411, 511, *611, 911

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

How to send text messages while outside Canada

Location

Texting instructions

Within the country you’re visiting.
Example
: Mexico to Mexico 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 Press and hold the “0” key to obtain the “+” sign

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 a new message 2. In the To field, type the + sign, followed by the country code, followed by the area code (if applicable), and then the local phone number 3. Send the message Press and hold the “0” key to obtain the “+” sign

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.

How to access your voicemail while travelling

Using voicemail and applicable charges

If you are using your TELUS Business 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 Business 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 Business mobile device, call your own 10-digit number and follow the prompts

  • From your TELUS Business mobile device, speed dial 1 and follow the prompts

Voicemail notifications may not always work

In some travel destinations, the voicemail notification on your business 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
.

How to contact TELUS Business Support 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:
telus.com/business/support

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
Note
: Only open during business hours

By Phone & Email

Contact Emergency Watch and Response Centre in Ottawa (24 hrs) Email: [email protected] 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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