Troubleshoot data roaming usage in the U.S.

7 common reasons your data isn’t working correctly

Make sure your monthly rate plan includes data

In order to use data while traveling outside Canada, make sure either that your current rate plan includes browsing, or that you subscribe to one of our Data Add-ons.

If your current plan does not include browsing you can change to a rate plan that does. Log in to your account or Contact us or visit a TELUS store.

If you are on your mobile device:

  • Use the TELUS My Account app for free
  • Call *611 (or +1 416-940-5995 if travelling internationally) for free

Buying a travel pass while roaming

If you are on your mobile device:

  • Use the TELUS My Account app for free
  • Call *611 (or +1 416-940-5995 if travelling internationally) for free

For more information on recent enhancements to Canadian data usage notifications, see Data usage notifications

Check signal strength

You may have trouble establishing a data connection if your location has weak network coverage.

  • If you have a 3G phone, make sure you have at least two bars of signal strength with 3G, 1X, HS, EV, EVDO, or 1XEV in the network indicator
  • If you have a 4G phone, make sure you have at least two bars of signal strength with 2G, 3G, 4G, H, HS, or R in the network indicator
  • If you have low signal strength, move to a location with better coverage. Concrete and steel buildings may be hindering reception, especially in elevators and underground locations like basements, subways, and tunnels

Turn on data roaming

Data roaming is typically switched OFF by default. You can set up your phone for travelling to enable data roaming on your device.

Update your Preferred Roaming List (PRL)

If you have a 3G phone, you may need to check that you have the most up-to-date roaming list software installed on your phone. Since PRL software updates are only available when you are within Canada, we highly recommend that you plan to update this before leaving for your trip.

  1. Dial *22803 from your TELUS phone
  2. Select your language preference
  3. Press 2 to update your PRL software
  4. When programming is completed, a confirmation message will play
  5. End the call and follow any on-screen prompts.
    Note: Your phone may restart

    TELUS does not offer international roaming for CDMA devices outside of Canada and U.S

Remove and reinsert your battery

Removing and reinserting your battery resets the working memory of your phone. This does not affect your contact list or any other information stored on the phone.

  1. Turn your phone off
  2. Remove the battery
  3. Wait ten seconds
  4. Reinsert the battery
  5. Turn your phone on

Clear your browser's cache

Clearing your browser's cache frees up memory and makes browsing the Web faster.

  1. Launch your browser
  2. Press the Menu key
  3. Tap More
  4. Tap Settings
  5. Tap Clear Cache
  6. Tap OK
  7. Close and re-launch your browser

Still having trouble? Contact us.

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