Troubleshooting

Samsung GALAXY S4 - 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.
  • To ensure that International Travel has been added to your account, and view available services, text the word TRAVEL to 7626.
  • If you receive a message that you're not set up for INTL roaming, contact us to add it.

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 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.
  4. Reinsert your SIM card, taking care to insert it properly.
  5. Reinsert the battery.
  6. Your smartphone is restarted.

Check the Flight mode setting

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

  1. From the Home screen, tap Menu.
  2. Select Settings.
  3. Select More networks under the Connections tab.
  4. Clear the Flight mode check box.
  5. Flight mode is disabled.

Check network selection options

From the Home screen, tap Menu.

  1. Select Settings.
  2. Select More networks under the Connections tab.
  3. Select Mobile networks.
  4. Select Network mode.
  5. Select LTE/GSM/WCDMA (Auto connect).
  6. Select Network operators. 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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