Forum Discussion
How do I talk to an agent when I can't receive calls or texts?
I just signed up for Telus prepaid. I'm currently roaming in Australia and am not receiving texts or calls. How can I talk to someone about fixing this? I called 1-855-251-2601, as instructed by...
Nighthawk
Community Power User
Community Power UserOut of curiousity, what type and model of phone do you have? Australia does use different cellular frequencies so not all phones bought in Canada will be compatible.
Samsung A8. I've been traveling in Australia for the past few months with Freedom Mobile, receiving calls and texts no problem.
About 2 months ago Freedom said they were having issues with roaming in Australia and had no estimated resolution date, so I eventually switched to Telus hoping for more reliability.
Even though Freedom is a budget carrier I was able to speak to an agent and find out what was going on almost immediately. At Telus I have no idea if it's the same network/ roaming issue, or something I can actually fix. There is nothing but a robot repeating the same unhelpful answers.
Unsurprisingly the call from an agent, scheduled by the virtual assistant, never came through.
It was a good question. Thank you for asking. Sadly in this case I don't think it's a simple as changing my device.
Telus might have a different roaming partner in Australia than Freedom did. With Freedom now coming under Videotron. It can take some the to update their systems.
Have you checked your APN settings on your device to make sure they are setup for Telus? Have you tried manually connecting to networks to see if you can connect to any? With Freedom, you at least had the ability to use WiFi Calling internationally where Telus restricts this feature to within Canada only unless you use a decent VPN.Edit: Did you purchase your device from Telus or a Canadian carrier or did you purchase it from Australia or a third party retailer or online site, like EBay? Telus does not allow devices they label as "Greg market devices", whether they are compatible with the Telus Network, roaming partner's, or not, to not use features like VoLTE, WiFi Calling, and blocks them from roaming internationally. If this could be your reason for roaming not working. You don't have any option but to buy a device from Telus or switch to another service.
