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]

Ok, looking forward for your private message.

[TELUS_Support]

We sent it yesterday. Kindly check your messages. You can find your private messages via the envelope on the top right-hand corner. 

[JoaquinAlc]

Hi Telus, I already replied and verified my account, data, text and connection still missing. No telus service at all 

[JayVcty]

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_Support]

Glad it's working now!

[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!