Troubleshooting

Samsung Galaxy S III™ - Can't place or receive email while travelling outside Canada

Your travelling may have taken you to a location where your smartphone can’t send or receive email. Try the following.

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 that you have an active data connection

You may not be able to send or receive email because you don’t have an active data connection. To check your data connection

  • Launch your browser
  • Navigate to www.telusmobility.com
  • If the page displays, you have an active data connection.

Check coverage maps

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

  • Check our coverage maps at Coverage & travelling.

Check data roaming settings

Check your data roaming settings to make sure that they are enabled.

  1. From the Home screen, tap Menu.
  2. Select Settings.
  3. Select More settings.
  4. Select Mobile networks.
  5. Select Data roaming. A green check mark appears.
  6. Roaming data is turned on.

Check network selection options

  1. From the Home screen, tap Menu.
  2. Select Settings.
  3. Select More settings.
  4. Select Mobile networks.
  5. Select Network mode.
  6. Select GSM/HSPA/LTE (Auto mode).
  7. Select Network operators. Your smartphone scans for available networks.
  8. Select a network from the list of available networks.
  9. Tap OK.
  10. Your smartphone connects to a different network.

Restart your smartphone

To restart your smartphone and renew your connection to the network:

  1. Remove the battery.
  2. Wait ten seconds.
  3. Reinsert the battery.
  4. Turn your smartphone on if it doesn't restart automatically.
  5. Your smartphone is restarted.

Check your outgoing email server settings

If you have verified that you are in an area with data coverage and have data connectivity, change your outgoing email server to the roaming service provider's network settings using the following.

NOTE : If your email account is a Gmail account, your outgoing email server name should always be smtp.gmail.com. To find out the outgoing (SMTP) email server settings of the network you're using, call *611 from your smartphone to contact the roaming service provider.

  1. From the Home screen, tap Apps.
  2. Tap Email.
  3. Tap Menu.
  4. Select Settings.
  5. Select the desired account.
  6. Select Outgoing settings.
  7. Change the SMTP server to that of the network you are using.
  8. Tap Next.
    NOTE: You will need to change the SMTP server address back to its original setting when you return to Canada.
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