Troubleshooting tips for when you don't have service while you're roaming

What to do if you are traveling and your device has no service

When traveling outside of Canada, your mobile device will in most cases connect automatically to one of our roaming partners, however, if your device has no service, check the following:

  1. Ensure that you have the roaming features enabled on your account (text SAVE to 7626 to find out)
    Note: If the message you receive displays INTL = no, please call us +1-416-940-5995
  2. Ensure Airplane mode is disabled on your device
  3. Remove the SIM card from your device. Reinsert the SIM card.
  4. Restart your device
    If the device still has no service, please follow the steps below.

Android

Manual scan and register:

  1. Go to Settings
  2. Select Mobile networks
  3. Select Network operators
  4. Select Search networks
  5. The device will now scan for available operators. This may take up to 2 minutes.
  6. Select an Operator displayed in the list

Note: if the scan does not generate any results, you may be in a rural area that has no available coverage.

Apple

Manual scan and register

  1. Go to Settings
  2. Select Carrier
  3. Toggle Automatic Off
  4. The device will now scan for available operators. This may take up to 2 minutes.
  5. Select an operator displayed in the list

Please note: if the scan does not generate any results, you may be in a rural area that has no available coverage. You can verify coverage at TELUS.com/mobility/travel

If your issue is not resolved by following the above steps, please contact us 24/7/365 at +1-416-940-5995 to receive assistance.

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