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Business Mobility Account Suspended Abroad – Seeking Advice
Hi everyone,
I switched two business lines from Rogers to Telus Business Mobility a few days ago. Both lines suddenly went into SOS mode and my account appeared suspended in MyTelus while I’m abroad on a work trip.
- I cannot access SMS on my primary business number of 15 years, which means I can’t log in to many services that rely on SMS authentication.
- My business partner, back in Canada with a newborn, also lost service. His phone is in SOS mode with no landline, meaning no 911 access. He is now scrambling to buy an eSIM just to have data for work.
- I’ve called Telus support 3–4 times. I’m told the account is still “processing” and that Fraud must review documents. I sent the requested IDs, Hydro bill, and incorporation papers immediately, but I have had no response back from the fraud department.
- I asked why verification wasn’t completed before activating, porting, and issuing eSIMs. Even the agent admitted that was a “good question.”
I’ve been a Telus Home Fiber customer for over 6 years, always in good standing, and I linked the new mobility account under the same My Telus profile with the same payment card. I assumed that history was part of why my account was approved quickly.
At this point I feel powerless. I’m a 20-hour flight away, my business partner has a newborn, and both of us are stranded without working numbers.
Has anyone else experienced this? What is the fastest way to escalate inside Telus? Should I go directly through [email protected], or is there a better way to get this unblocked urgently?
Any advice would be greatly appreciated.
UPDATE Account un-suspended!
I want to express my sincere gratitude to the Telus team for helping restore my Business Mobility account. Every customer service representative I spoke to during this stressful period was empathetic and understanding, and I felt they genuinely cared about resolving the situation.I especially want to thank Youness, who went above and beyond to follow up with me and stay on top of my case. Hearing from him was a tremendous relief, and I truly appreciate his patience and professionalism.
My only wish is that the verification process had been completed before my numbers were ported over. That would have prevented the risk of being unexpectedly locked out of both business lines while traveling abroad. For me, and I imagine for other business customers, mobile service is mission critical, and proactive verification would go a long way to preventing situations like this.
Thank you again to everyone who assisted me. I hope this note of appreciation reaches Youness and his manager. There was another gentlemen who helped me a lot last night on the phone, I wish I got his name so I could thank him here also.
3 Replies
Update: September 18th
My account was reinstated after the fraud review, but my phone is still showing SOS mode.I called Telus Business Support and worked with April, who was extremely patient and thorough. She provisioned two new eSIMs (no success), then escalated and opened a manual provisioning ticket to bind my number to the eSIM. She explained this should take about four hours.
It’s clear April really tried everything, and I’m grateful for her persistence. I think she worked past the time she was off, and was still really patient the entire time.
I also want to mention that MS Teams outgoing calling has been a lifesaver during this process, it’s been reliable for making these long support calls while I’m abroad.If my phone is still not active after the four-hour window, I’ll call Telus back again to continue troubleshooting. In the meantime, I hope my business partner’s phone comes back online soon as well; he should be up in a few hours.
UPDATE Account un-suspended!
I want to express my sincere gratitude to the Telus team for helping restore my Business Mobility account. Every customer service representative I spoke to during this stressful period was empathetic and understanding, and I felt they genuinely cared about resolving the situation.I especially want to thank Youness, who went above and beyond to follow up with me and stay on top of my case. Hearing from him was a tremendous relief, and I truly appreciate his patience and professionalism.
My only wish is that the verification process had been completed before my numbers were ported over. That would have prevented the risk of being unexpectedly locked out of both business lines while traveling abroad. For me, and I imagine for other business customers, mobile service is mission critical, and proactive verification would go a long way to preventing situations like this.
Thank you again to everyone who assisted me. I hope this note of appreciation reaches Youness and his manager. There was another gentlemen who helped me a lot last night on the phone, I wish I got his name so I could thank him here also.
I even asked customer service to just let me port back to Rogers after 15 years there. I’m just trying to get me and my business partners work lines back online. I was told I cannot, because my account is suspended in fraud review.
I can’t use my lines with Telus and I can’t return to Rogers.
This leaves me completely powerless
