Had Easyroam, went to the states, had issues

[JB12]

On Thursday, I checked my account before heading to Portland for the weekend.

I see have easy roam on my account, no problemo...

On Friday I drive to Portland, and find that I cannot call to my wife in Canada.... why?

I remember that in maybe I needed a +1 before her number... tried that... not difference, still not working.

I am only able to text back to Canada.

On Sunday midday I am driving back to Canada, I am in a major Washington State City, I send a text to my wife giving her my travel progress... it fails, multiple times.  Why?

I end up waiting until I am back across the border to call her, she's been worried... 

Frustrated with why your products fail when they are needed, or why your comms don't clearly instruct through these problems.

[JB12]

@TELUS_Support  please advise

[xray]

Easy roam only impacts the billing not the connectivity. Do you recall what network you connected to while you were in the USA and had the issues?

[C_Fun]

Easy Roam should allow you to make calls and send texts while in the U.S., so this definitely isn’t the experience we want for our customers. A few things that might have caused this issue:

• Your device may not have connected properly to a U.S. carrier. A manual network selection in your phone’s settings can sometimes help.
• If your plan doesn’t include international calling, this may have affected outbound calls.
• Some call settings, like VoLTE or Wi-Fi Calling, can impact service while roaming.

If this happens again while you're in the U.S., please reach out to us from there so we can troubleshoot the issue in real time.

[JB12]

Thank you for the replies.  

If this does happen again while in the US, how can I reach out to Telus if I cannot make calls?

Definition of a catch 22:  

Catch-22s often result from rules, regulations, or procedures that an individual is subject to, but has no control over, because to fight the rule is to accept it. Another example is a situation in which someone is in need of something that can only be had by not being in need of it (e.g. the only way to qualify for a loan is to prove to the bank that you do not need a loan). 

[TELUS_Support]

You could chat with a live agent via your online account. Or you can send us a private message  However, note that you may not receive an immediate reply this way. 

[JB12]

Just noted this email from when I crossed into the States, seems I was able to connect in North East Washington State just fine.

[Rocky3]

I know my phone has a setting to roam to the best available carrier. Living near the border I have to choose Telus only or face charges as the phone will roam, seeking the best signal. People on Galiano Island have roamed and faced charges while they are in Canada.

I am guessing your phone is locked to Telus which may have border affiliates (as it did in the past) as far as Bellingham. We actually had no roaming charges back in the dark ages of cell phones for about 50 miles either side of border. Things change as the bean counters point out extra profits.

Look on your phone at the roam settings.

[JB12]

Thank you again for the replies.

Here are my roaming settings from my phone, a Samsung S6.

From my perspective, Telus clearly promises reliable, simplified service in the US if you purchase this 'easy roam' product.

My experience, and the info in this forum, has shown me the product failed not because of something I did wrong, but rather on Telus's failure to deliver the service they promised.

If this summary is inaccurate, please feel free to correct me.

[JB12]

[Rocky3]

do not see your settings