Confusion around "travel" information and the 5G+ Complete - Unlimited Explore plan
I have a phone on the 5G+ Complete - Unlimited Explore plan. When I go to "Travel" on My Telus and I put in a country that I understand is supposed to be covered by this plan for calls and data roaming - eg. Australia (one of the 68 destinations covered) - it says "You're covered for Australia with Premium Easy Roam INTL - pay per use" instead of the saying "You’re covered for Australia with your 5G+ Complete Unlimited Explore". If this is true, there's clearly a problem. This plan says: - Unlimited talk and text in Canada and 68 international destinations - 5GB/day of roaming data in 68 international destinations at full speed, and unlimited data at up to 512Kbps thereafter - Easy Roam from $5/day outside included 68 international destinations.
Roaming charges even roaming is turned off
I was in the flight with my roaming turned off airplane mode on. I got charged by Telus for roaming! It was definitely not the case that my roaming was on and I forgot to turn it off. I suspect My Telus app on my phone uses data while you are traveling abroad and charges you for the roaming! My requests to Telus Support to clarify and remove these charges fell on deaf ears!
Additional Europe Easy Roam Travel Pass
I was recently in Europe and returned home to Canada. We still have active 30 day Europe Easy Roam Travel Passes on our accounts. We are heading back to Europe again. I’ve been told that they will expire partway through this next trip. (Which is shocking since once of our phones was on airplane mode for the first three days of the trip 🤷♀️ ). I want to add new 14 day travel passes but when I search in the app to do so it says I already have a pass added. Is there anyway to do this?
Unable to change my Mobility to Prepaid from outside Canada
I had to leave the country in late 2025, and I ended up needing to keep my Canadian Phone Number active for personal reasons. I have been trying to contact Telus about having my mobility changed to prepaid so I don’t have to pay such exorbitant prices each month, but they haven’t been responding. The few times I manage to get a customer service person on call, they just keep shifting me across departments for hours on end. Can anyone help me resolve this issue?Travel Checklist For TELUS Mobility
Planning to travel soon? Don't forget to configure your TELUS mobile services to avoid service interruptions and unexpected charges. Complete these setup steps before departure. Pre-Travel Setup Enable Easy Roam Add Easy Roam to your account to use your existing plan's data, minutes, and texts while traveling. This service activates automatically when you connect to a network in supported countries. Suspend Unused Lines Request a Mobility Vacation Suspension for devices you won't bring on your trip. This temporary service pause reduces your monthly bill while maintaining your phone number and plan. Configure Billing Access Enroll in eBilling to view statements from any location with internet access Set up or update pre-authorized payments to ensure bills process on time during your absence Verify your payment method is current and has sufficient funds If You Need Last-Minute Help Contact TELUS through our Facebook or X / Twitter accounts for further assistance. Additional Resources Review our Home Services Vacation Suspension article if you also need to prepare TELUS internet, TV, or home phone services before traveling. Version Fr3-Day Roaming Pass
Hello, I activated a three-day “Roaming Pass” via text message prior to my departure from Canada. Based on the email I received with the code, it sounds like it is activated when I use the service abroad, such as sending a text message, receiving a call, or using cellular data. Once activated, it is on until 11:59 p.m. local time. My interpretation is that I have three days of roaming credits, that is, the three days don’t have to be consecutive. Is this true or did I already activate my three consecutive days of roaming the moment I used my first day? Thank you!
I finally have a Mexico plan and now it doesn’t work!
I’ve been to Mexico many times and used Easy Roam. Loved it. Worked perfectly. currently, I have a USA Mexico plan and my phone won’t even connect to local network. I’ve tried everything. Data roaming on/off, manually select Telcel, AT&t, Movistar… nothing. It shows a checkmark but nothing happens. can someone please push a roaming refresh on my line? My phone isn’t registering any networks in Mexico and it’s really frustrating. I’m paying for a plan and I’ve spent days refreshing, restarting, toggling, removing SIM, etc etc
