Forum Discussion
My telus.net email was deleted by Telus yesterday
After cancelling my Norton Online Security account by phone with Telus yesterday I discovered my Google workspace Telus.net email had been deleted. It appears no other service has been affected. I have Internet, iCloud email, Gmail etc still active but I need my historical emails from the Telus.net address. I can't log in to Telus. I had to dial zero and get transferred to an agent yesterday who said it would take 24 to 48 hours to recover my email address. Has anyone had similar issues?
25 Replies
I am having a similar issue - my elderly parents have a telus.net address that they have been accessing using the gmail app. The inbox for their account stopped updating approximately a week ago, and I had no luck trying to get it to sync using the various online Telus troubleshooting guides or by calling the helpline.
I decided to try to log into their account via email.telus.net (i.e. not using the app) and was forced to change their address from "@telus.net" to "@gmail.com" in order to log in (I know that telus email started to be "powered by Google" some time ago, but my parents have so far been able to log in using their "@telus.net" address). I have not been able to import contacts and mail from the old "@telus" address to the "@gmail" inbox (gmail can't identify the POP server) and if I try to log in to email.telus.net I'm told the "@telus" address has been deleted but may be recoverable.
I feel reasonably sure someone who knows what they are doing could recover the old inbox and import it to the new one (I will then change my parents' contact info across all of their services, etc. to the new address,) but I have no idea how to reach a tech who may be able to assist, as calling the help line is frustrating/useless and techs are not available in-store.
It seems like the day I started ranting at the front line tech support worker about how angry and frustrated I was with the 5000 pound gorilla named Telus I hit a nerve and got some action. The problem with Telus Gmail as compared to a private Gmail set up by yourself is that you are completely at the mercy of Telus due to their relationship with Google Gmail. It's very straightforward to recover your account if you set it up outside of the Telus domain. This experience is really getting me thinking about ever choosing Telus again when my current contract expires.
Got mine back after almost 2 months but lost all saved emails because it had been too long. Turned out to be a "back office " issue caused by a service change. Escalated support fixed it. They seem to be really busy right now with the daylight savings time issues.
I'm so glad you got yours back, but I'm so sorry it took so long. I'm sure you're right that the move to permanent daylight savings in AB has caused problems that are making the support lines extra busy.
I'm on the phone again hoping to somehow reach the escalated support you describe, but no luck so far, just promises of call-backs that don't happen.
Another call today assuring me it was fixed. I try log in on web mail and get "cannot find account ". Log in on outlook app says " adding account" but it just sits and spins. Agent is calling tomorrow to confirm it is fixed. They keep confusing my address for logging into Telus app ( a Gmail address) with my telus.net address
TELUS_SupportOfficial Support Team
Alright, let us know how it goes once the agent gets in touch with you tomorrow. If it's not fixed by then, we can escalate this to our Tech Support Escalation team to get them to investigate!
Did not go well. Agents are confusing my user name (a gmail email address) for signing into Telus app with the email address I am trying to recover. Today they changed the user name for the app back to the email address I lost & then back to the gmail user name but now I have lost access to my mobility account. It will not link using the "link additional account". They said it may take 48 hours. Everything is just getting worse!
I finally got Telus to restore my email account yesterday after calling repeatedly. I demanded to be connected with the Tier 2 email technical support team. Yesterday, a supervisor stayed with me throughout the process and promised he'd get the issue resolved. Thanks Brian!!!
I need Brian! Another hour yesterday where they asked me to email screenshots of every step I took to a supervisor's personal email - which bounced back as undeliverable. Then again today with a promise to call me Monday I'm at the point now if I could just recover the data I'd be happy
- TELUS_Support
Appreciate your patience throughout this. Has our team got back to you yet?
Lost mine on Sep 1 and it was escalated by support. Still haven't got it back today (Sep 28) Had the address for over 20 years so you can imagine the fun I'm having trying to recover accounts that use that user name and all the other bills I've had to notify. Then there are the saved folders with sentimental messages.
- I can't believe a company that is supposed to be reliable can have such poor service. I'm hoping I don't share your unfortunate time. I understand if it goes past 20 days the email account can not be retrieved.
- TELUS_Support
Hi VeeBC, we haven't heard back from you in our PMs. Please reply so that we can look into this for you.
I am still without my Telus.net email. Support on this site has been unable to assist me with restoring same.
- TELUS_Support
Hi VeeBC - we're sorry to hear that your email was deleted by accident. We'll send you a private message to see the progress for restoring your emails
Yes I have had the same issue. Mine was deleted on Saturday and I have been on the phone with them on Monday and again today. They keep telling me that it is 24 to 48 hours but I have been waiting for longer than that already.
- TELUS_Support
Hi Waltontk - we will also send you a private message to assist you as well
It's unbelievable. If this was a free google gmail account I could have restored it in minutes. Telus brand Google workspace email is garbage!!!
