CAN-US_MEXICO plan

[shreeji]

Hi, I'm planning a trip to US  and I currently have the "Unlimited 5G+ Premium unlimited CAN-US-Mexico  plan. I want to confirm, if I should keep "Mobile Networks" setting as having my Data  on or off?  I understand that with this plan, I should not be charged any roaming costs when I make/receive calls, texts, or use my data? 

[JoaquinAlc]

Dear Telus

I am extremely frustrated with the lack of service I’ve been experiencing with Telus. I have been in Mexico since last Tuesday, and despite having the 5G+ Premium Unlimited Canada-US-Mexico plan, I have had absolutely no service—not even the ability to make basic calls or send texts.

What makes this situation even more unacceptable is the difficulty in reaching an actual human for support. The mobile app is overly complicated, and the virtual assistant is completely useless. After searching your forums, I found that other customers with the same issue were helped by a Telus representative who refreshed their phone settings remotely.

I have already tried:

Restarting my phone multiple times

Toggling airplane mode on and off

Manually selecting a network carrier

Yet nothing has worked. This is unacceptable for a premium plan that is supposed to provide coverage in Mexico. I expect an immediate resolution. If this issue is not addressed right away, I will have no choice but to escalate this further and reconsider my relationship with Telus.

Please have someone contact me as soon as possible to resolve this. I look forward to your prompt response.

Sincerely

Joaquin 

[Cloaker]

Which phone do you have? Is your data roaming turn on in your phone's setting. Is there anyone else at the same hotel/resort that has cell service working. The last resort I was at in Cancun, I could barely get reception from local carriers.

[JoaquinAlc]

The device is a Galaxy S24 FE

I think I already toggled everything on and off so far lol. 

[HedgeFund]

My iPhone 15 Pro has eSIM capability so if my existing service is useless I get a SIM or eSIM as needed

[Dimo-X]

Did something go wrong with you TELUS service HedgeFund?

[HedgeFund]

I am in Victoria, BC and I send messages all over the planet but I usually use eSIM travelling out of habit

[HedgeFund]

I send text messages globally but when travelling if my service is DOA I grab a SIM or eSIM as needed

My iPhone 15 Pro can make an eSIM from some physical SIM cards

I use an eSIM for Telus so it is out of the way 

[Dimo-X]

Gotcha, sounds like a convenient way to not have to carry a physical sim around! 

[Debbie345]

I am leaving for Mexico (Cabo San Lucas) and just upgraded to Canada/US/Mexico Plan. Last year I was in Palm Springs and it took heaven and earth to get the US Plan to work.  I will probably have the same issue as most everyone else posted.  Should I go to my local Telus Store before I leave? Or please advise what TELUS Support number should I call to get assistance?  I have the US support # is there a Mexico Support #?

[Dimo-X]

That's definitely strange. Did they tell you what the issue was when you were in Palm Springs Debbie345?

[Debbie345]

Not really - they did something on their end that let me access the US server and have full service

[wendyb]

Same for me.. I am in Mexico and trying to call back to Canada and every call fails. I have tried toggle Airplane mode. I need help please.

[Debbie345]

I was just at TELUS store yesterday he suggested calling Customer Service #1 (866) 558-2273 or the other I would try is Customer Support 1 (800) 463-3919

Good luck!

Sent from my iPhone

[wendyb]

Hello ! How can I call them when calling doesn’t work ???

You need to do something from your end .. others posted this worked.

What you have suggested does not work.

I need help here please for this plan to work !

[wendyb]

Thank you for your help Debbie. I will need some help or response from Telus as I cannot make the calls.

[TELUS_Support]

If you are still having issues, send us a private message. 

[Debbie345]

I think you need to use your data to connect call *611 ask for Technical Support - I understand TELUS will reverse the charges! Good Luck mine works fine now…

Sent from my iPhone

[Syaoran]

VoLTE and VoNR uses your data.  If you turn off your data, you lose the ability to make and receive calls on networks that do not have compatible 3G or 2G networks to fall back in.