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Solved
Updated Telus app won't open
Hello to all. I just updated my Telus app this morning on my iPhone 8 running IOS 16.7.10. The app was working perfectly, but now the updated version crashs each time I try and open it. I have tried...
This morning there’s a MyTelus iOS app update that seems to have added back (at least) iOS 16 compatibility.
As part of the app sign in process it wanted me to enter a code from the app I was trying to sign in to though. 😆🤷:male_sign:
Good news, everyone. We deployed a fix yesterday (January 16th) and this should be resolved now. If you haven't already, please check the App store for an update.
The root cause stems from an issue with a 3rd party vendor who we worked with to resolve this. Thanks so much for your feedback and patience!Edit: Marked as solution for visibility.
Agree with you Qrs, this has gone on way too long when a rollback option would have given us a temporary solution.
Ok I just spent 1 hour on the phone with Telus. And have no information. This is getting ridiculous. This person was nice but focuses on the security portal and had no clue about this app issue. However I will confirm when I called Saturday and Monday, three different people did know about this but they had no clue when it would be fixed. Then tonight this person put me on hold for 45 minutes to speak to a manager. They finally said they will call me when they can find one. I tried to get through to billing because maybe more people with the issue call them because, other than 2F which is what I really need it for, the My Telus app is used a lot for billing information - but the dept was closed. IT MAY REALLY HELP IF OTHERS ON THIS FORUM ALSO CALL TELUS SUPPORT- but it is absolutely brutal to get through. What finally worked is saying nothing until the automated voice gives you 5 options, still saying nothing, and then the voice says they will put you through to a customer support team member. The support for home security is 1-855-255-8828. I am feeling very uneasy about this, and wondering if this will even be fixed.
- Nighthawk
Community Power User
If Dru says they are aware of the issue, software fixes can take time to make. Especially since the issue has affected several versions of iOS. The issue has only been present for less than a week so please be patient. No one that you can reach will have a way to fix the app crash on older devices, so calling them will just waste your time at this point.
While it doesn't show it on the iOS app store, the support contact listed for the Android version is [email protected].
Thanks for your input. I just would say that Dru only said he would tell the developers about our thread but he didn’t even commit to an update. So we have no proof that Telus developers are actually aware of this or working on it. Someone at Telus needs to communicate something about this - what is the scope of the issue and importantly what is being done. There is no concrete evidence this is even being worked on which is very concerning. This is a primary app for Telus customers and I am now locked out of my account because I have no way to get a 2F code and should not need one but the trusted device function does not work.
- Nighthawk
The software developers aren't going to give a timeframe other than ASAP. When the updated app is available, it'll appear on the app store. The only scope of the issue is the app crashes on older versions of iOS. The devs aren't going to publically give great amounts of details around the causes, if any at all. Depending on what changed with the most recent release of the app, there may be multiple possible causes of the crash.
The address I posted earlier is the one that Telus provides for support on the app itself. It is probably the more direct route as it'll likely skip whatever internal red tape Telus has between departments.
