Forum Discussion
Have CAN/US/MEX but can't connect in Mexico
I have the unlimited 5G 100 Canada-US-Mexico. Once I landed in Mexico I found I can't connect.
I've reset my phone multiple times, made sure the roaming setting was on, tried to connect manually to every carrier available in the setting. Nothing works.
Extremely frustrated as I've been paying extra for US/MEX for no reason, and the Telus help not keeps saying someone will call me. They can't, because I can't connect to the cell service I've been paying for for over a year now. Yeesh.
Anyone got any ideas while I still have limited airport Wi-Fi? Haha
5 Replies
I have the same plan and this exact situation has happened to me twice since Jan 2025, the most recent of which was last week in Mexico City. The first time I wasted hours of my vacation on the phone (another phone as mine did not work) with tech support trying to solve the issue which they could not. I share a plan with my son and daughter and the data on their phones worked. The 2nd time I didn't bother wasting my vacation time and did all the things tech support had suggested previously to no avail. I just spoke with Telus after getting home. Telus offered some compensation and the agent disconnected and re-provisioned my services but unfortunately I will not know whether it works until I am back in Mexico again. It has been extremely frustrating and disruptive to my travel. In addition, I still face the uncertainty that I am paying for services that may not work the next time I travel. I wish Telus would figure this out.
TELUS_SupportOfficial Support Team
We totally get feeling uneasy about your next trip. Since your roaming profile was just fully refreshed on the network, it should resolve those recurring glitches for your next trip. For some extra peace of mind, just shoot us a DM a few days before you head out and we’ll do a final check of your line so you can focus on your vacation instead of troubleshooting.
What part of Mexico are you in? Is it a major centre?
In addition, I've tried removing the sim card and reinstalling, as well as something mentioned in another thread of turning on airplane mode, then turning off airplane mode, and resetting my phone. That also didn't work :(
- TELUS_Support
Hi Popcorncat83 - As the comment below says, can you let us know where you were at in Mexico so we can look into it?
