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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...
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.
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.
