Forum Discussion
CAN-US_MEXICO plan
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?
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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.
- 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 iPhoneThank you for your help Debbie. I will need some help or response from Telus as I cannot make the calls.
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 #?
My iPhone 15 Pro has eSIM capability so if my existing service is useless I get a SIM or eSIM as needed
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
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.
The device is a Galaxy S24 FE
I think I already toggled everything on and off so far lol.
Hi, I'm in Mexico with the 5G+ Premium Unlimited Canada-US-Mexico plan, but it's not working. I've already turned everything on and off, but nothing has changed.
What did you do??
All I did was turn airplane mode on and off a couple of times and it worked.
This was after a Telus rep “refreshed” some sort of settings on the back end. That all I was told. During this I received a couple of emails about changes to my account so it was clear that they did something.
The rep also suggested that I remove the SIM card and put it back in.
I never did this as it started to work after I toggled airplane mode.
TELUS_SupportOfficial Support Team
Glad it's working now!
- TELUS_Support
Hi there, we will send you a private message.
Hi, any update
It's my second day in Mexico and still no telus service.
Currently in Mexico, have not been successful with hooking up to cell service.611 just keeps saying to restart my phone. Telus seems to be the only service that does not hook up here. I am annoyed, needed service for transportation, this Canada Us Mexico plan is useless and expensive. Any help would be great.
A Telus rep “refreshed” my phone settings on their end, I toggled airplane mode off & back on and it worked. No issues since.
- TELUS_Support
We will send you a private message to get more info.
Someone helped to resolve this a week ago.
They “refreshed” something on the back end, toggled airplane mode then it worked.
Currently in Mexico City, I have the Can-US-Mex plan. Cannot connect to ANY network, tried many different settings…
Seems like many others have reported the same problem. Telus used to work down here, would love it if you can help here!
What device are you using? Your device needs to be compatible with the riaming partner's network to be able to connect. If you are using a BYOD that is considered a grey market device. You will not be permitted to use your roaming.
Nothing to do with device (15pro). Telus refreshed settings on their end and it worked.
- TELUS_Support
Hi there, we will send you a private message.
Currently in Mexico City, my Telus Can-US-Mex plan also does NOT work.
Tried all kinds of different setting etc… nothing. This plan is worthless.
I’m in puerta Vallarta and my phone won’t connect to a network at all. It’s been days. I’ve manually selected TELCEL and changed to LTE. Nothing works. The plan isn’t worth it at all. My friend with Rogers connects no problem. Telus has terrible network coverage in Mexico.
- TELUS_Support
Hi there, can you power cycle your device and try again?
Also in Mexico currently, my phone will not connect… never had this issue previously.
Tried many things with no success.
You need to keep your data on as well as turning Data Roaming on too. Your phone will then connect to the nearest compatible US network and you'll use your phone the same way as you do in Canada. You get to do all that and enjoy your vacation, not being charged anything for the roaming.
I have the same plan & I'm going to Mexico next week. Do I need to do anything before I leave? Or is it the same as using my phone/data here? Thanks in advance!
- TELUS_Support
Hi there, if you have the CAN-US_MEXICO plan there is nothing you need to do. You basically use your phone like you were in Canada.
