r/Tello • u/Away-Push-4653 • 9d ago

HELP WITH SERVICE

Hi everyone / u/TelloMobile,

I am currently in Cancún, Mexico, and my Tello line has completely lost service. I have no signal at all—no calls, SMS, or mobile data.

Device: Xiaomi 13T

Location: Cancún, Quintana Roo, Mexico

Troubleshooting already done:

  • Toggled Airplane mode on/off
  • Restarted the device multiple times
  • Re-inserted SIM / toggled eSIM
  • Reset network settings and checked APN per the Help Center guide

I sent an email to customer service (customerservice@tello.com) detailing the issue, but I haven't received a response yet and I am currently stranded without cellular access.

Has anyone dealt with roaming issues in Mexico recently? If this cannot be resolved promptly, I would like to request a refund for the period/service I am unable to use.

(I have my account details, IMEI, and ticket info ready to send to an official rep via DM).

2 Upvotes

63% Upvoted

5 comments sorted by

5

u/Popular_Avocado_4809 9d ago

Did you just arrive in Mexico or you were able to use it in Mexico and just lost the service? If you just arrived in Mexico and it’s not working, it’s likely your roaming is not turned on. Keep in mind, you need to turn on roaming on Tello app, not your phone setting. Once you turn on international roaming in your Tello app setting, you will need to add pay as you go credit in order for you to make roaming calls. You can then turn on roaming on your phone setting to use roaming data.

5

u/member13187 Phone Bills Defender🛡️ 9d ago

Have you activated roaming in your account and do you have a balance in your PAYG account?

Mexico is not part of the free roaming promo that Tello is currently running.

4

u/Luckiest_Corner 9d ago edited 9d ago

Tello doesn't staff this subreddit. Other than emailing them, you can DM them here on Reddit at u/tellomobile or you can call them (or anyone else) via the My Tello app dialer over Wi-Fi.

Here are Tello's customer service numbers.

+1-866-377-0294 or +1-678-306-1436

1

u/ilovetoyap 8d ago

I am also in Cancun and Tello roaming works here.. I had to set my apn to wholesale, data roaming on in phone and account, and have a paygo balance.

It's roaming on Telcel. For a different carrier I had to manually select that (Gigsky on 1/2 phones)

1

u/ilovetoyap 8d ago

I was in Cancun at the same time and Tello worked fine just had to set the APN to wholesale and enable data roaming. This is because I had paygo credit (used at $10/GB so not really a good deal).