Troubleshooting

HTC One™ - Can't place or receive calls while travelling outside Canada

Your travelling may have taken you to a location where your smartphone can't place or receive calls. To resolve the issue, try the following.

Check your account

If you want to use your TELUS mobile device while travelling outside Canada and the US, you'll need to have TELUS International Travel added to your account. Contact TELUS Support to check your status.

Check signal strength

Your present location may have weak network coverage.

  • Make sure you have at least two bars of signal strength with 3G, 4G or LTE in the network indicator.
  • If you have low signal strength, move to a location with better coverage. Concrete and steel buildings may be hindering reception, especially in elevators and underground locations like basements, subways, and tunnels.

Check coverage maps

Check our network maps to be sure that you’re in an area with coverage.

  • Check our coverage maps at Coverage & travelling.

Check your SIM card

Your TELUS SIM card may not be inserted properly.

  1. Remove the battery.
  2. Remove your SIM card.
  3. Inspect the contacts of your SIM card for signs of damage such as rust or deep scratches.
    NOTE: If your SIM card shows signs of damage, visit a Product Care Centre. Use our Store Locator to find the closest location.
  4. Reinsert your SIM card, taking care to insert it properly.
  5. Reinsert the battery.
  6. Your smartphone is restarted.

Check the Airplane mode setting

You won't be able to place or receive calls if Airplane mode is enabled on your smartphone. To check this setting, do the following.

  1. From the Home screen, swipe down from the top edge of the screen.
  2. Tap Settings at the top right corner.
  3. Ensure Airplane mode is Off. In On is displayed, tap it.
  4. Airplane mode is disabled.

Check network selection options

From the Home screen, swipe down from the top edge of the screen.

  1. Tap Settings at the top right corner.
  2. Select Mobile data.
  3. Select Network mode.
  4. Select GSM / WCDMA / LTE auto.
  5. Select Network operators.
  6. Select Search networks. Your smartphone scans for available networks.
  7. Select a network from the list of available networks.
  8. Your smartphone connects to a different network.
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