Troubleshooting

Nexus 5 - 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.

  1. Make sure you have at least two bars of signal strength with 3G or H in the network indicator.
  2. 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.
  4. NOTE: If your SIM card shows signs of damage, visit a Product Care Centre. Use our Store Locator to find the closest location.
  5. Reinsert your SIM card, taking care to insert it properly.
  6. Reinsert the battery.
  7. 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, tap the Apps icon at the bottom of your screen.
  2. Tap Settings.
  3. Select More.
  4. Uncheck the Airplane mode checkbox.
  5. Airplane mode is disabled.

Check network selection options

  1. From the Home screen, tap the Apps icon at the bottom of your screen.
  2. Tap Settings .
  3. Select More.
  4. Ensure Use only 2G networks is NOT checked.
  5. Select Network operators. Your smartphone scans for available networks.
  6. Select a network from the list of available networks.
  7. Your smartphone connects to a different network.
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