CAN-US_MEXICO plan

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