Troubleshoot mobile phone problems when traveling

Having trouble connecting to a network while traveling? In this article, you’ll find troubleshooting steps on how to resolve the most common issues.

Here is a list of topics we will be covering within this article:

To confirm the mobile network coverage for your destination and ensure that you’re in an area with coverage, Take a look at the helpful interactive map that our friends over at TELUS created: Mobile network coverage map for international traveling.

If you are having trouble using data, or if sending/receiving picture and video messages, including instant messaging (for example, iMessage or WhatsApp) isn’t working, data roaming on your device may be switched off.

Data roaming is typically switched OFF by default in your mobile device’s settings. To enable data roaming on your device, follow the device-specific instructions below.

iOS (Apple) devices

1. Select Settings

2. Select Cellular

3. Select Cellular Data Options

4. Toggle Data Roaming to on. It will appear green when data roaming is enabled

Android devices

1. Select Settings

2. Select Network and Internet

3. Select Mobile Networks

4. Toggle ON Roaming - Connect to data services when roaming

Restarting your phone causes its software to reload, which can fix some problems. To restart your device:

iOS (Apple) devices

For iPhone X or later: Press and hold the side button and either volume button until the slider appears. Then drag the slider to turn your device completely off. After the device shuts off, press and hold the side button until you see the Apple logo.

For iPhone 8 or earlier: Hold down the power button on the right side of the device (or on the top of the device for earlier models) until the slider appears. Then drag the slider to turn your device completely off. After the device shuts off, hold the power key until you see the Apple logo.

Devices with removable battery

1. Remove the battery

2. Wait 10 seconds

3. Reinsert the battery

Note: If your device does not have a removable battery, completely power off and restart the device.

If you are having trouble using data, or if sending/receiving picture and video messages, including instant messaging (e.g. iMessage or WhatsApp) isn’t working, then you may have a data block active on your device. There are a few ways that a data block may be active on your device.

For more information on how to manage these data blocks, view our data support articles: Data FAQ's

Koodo automatically steers your mobile connection to the roaming partner that should offer the best possible service experience based on your location. However, sometimes you may find that the specific roaming operator is not offering a strong enough signal at a given time due to various reasons (for example, specific geography is blocking the signal, network congestion, etc.).

If there is a specific mobile network operator you want to always stay connected to, you may access the mobile network settings on your device to manually select your mobile network for roaming. When you get back to Canada, ensure you turn your network selection back to automatic to resume your normal service experience. Below are instructions for managing your network operator in your device’s settings.

For Apple devices:

1. Select Settings

2. Select Cellular

3. Select Network Selection

4. Turn "Automatic" off. Your phone will search for networks in range

5. Select the appropriate network for your device

For Android devices:

Please note that the steps below may vary slightly between different generations of devices.

For Samsung devices:

Important: You must deactivate the data service before searching for an available network.

1. From the Home screen, select ➔ Settings ➔ Connections ➔ More networks ➔ Mobile networks

2. Select Network operators. All available networks are displayed, with the current network connection at the top of the list

3. Select Search networks to manually search for all networks

4. Select automatically to select a network connection

5. Select a network operator to manually register on that network

For HTC devices:

1. From the home screen, access Device Settings

2. Under Wireless and Networks, select Mobile Data

3. Select an available network operator to manually register on the network

For LG devices:

1. From the home screen, access device settings

2. Select Tethering and Networks

3. Select Mobile Networks

4. Select Network operators

5. Select an available network operator to manually register on the network

For all other devices:

The procedure is specific to each device. We recommend you view your device-specific instructions and download your device’s user guide to learn how to access your device’s network settings and manually select your network operator. You can also check the manufacturer’s website for more information. For more device-specific information, view our support section for Phone Troubleshooting.

If you are having trouble connecting to the Internet you may need to reset your network connections. Resetting your network connections will disconnect any Bluetooth devices connected to your device and disconnect your device from any Wi-Fi networks it is connected to.

Note: Resetting your network settings will reset all your Wi-Fi, cellular, and VPN settings.

For Apple devices: 

1. From the Home screen, tap Settings.

2. Tap General

3. Scroll to Transfer or Reset iPhone

4. Tap Transfer or Reset iPhone

5. Tap Reset

6. Tap Reset Network Settings

7. Tap Reset Network Settings again 

For Android devices:
Note: the steps below may vary slightly between different generations of devices.

1. From the Settings screen, scroll to General management.

2. Tap General management.

3. Tap Reset

4. Tap Reset network settings.

5. Tap Reset settings.

6. Tap Reset

You can also find instructions for your specific device on our Phone Troubleshooting page

Since February 22, 2022, U.S. wireless carrier AT&T began phasing out its 3G/HSPA wireless network service in the U.S. Starting July 1, 2022, another U.S. carrier, T Mobile, will start shutting down its 3G/HSPA wireless network. If you're using a mobile device that does not support 4G LTE data and Voice over Long-Term Evolution (VoLTE) roaming, you will not be able to make or receive calls (including 911), send/receive text messages or use data while roaming in the U.S.

Learn more about the U.S. 3G/HSPA shutdown.

If you're experiencing issues while roaming, it could be that your device settings do not have VoLTE enabled. Follow these steps to enable VoLTE on your Apple or Android device.

Understanding how you will be charged while traveling
Set-up and tips for traveling with your mobile device
How to place calls when traveling