Forum Discussion
Seeking help with Email
2 days ago my email refused to connect and download emails. I have a telus.net account which suddenly refused to connect to my mail app. It has worked fine forever. I can access my webmail but would like to continue to use my mail app. I have spent the last 2 days talking with 3 different telus representatives (at the basic level) who have asked me the same questions over and over, telling me go to google chrome and use webmail! Having me remove my account and re-add, multiple times to no avail. Finally I thought I was getting somewhere by having my call escalated to customer care. This person promised a call back later by an email technical team member. I was optimistic but they didn't call back at all. No message nothing. Last week I called Telus for help with a telus Optik box set-up that wouldn't pair. They booked a call back with a date and time but no-one ever called.
This is the kind of service received considering the amount of money charged for home, internet and mobility services????
I have spoken with Apple who spent several hours actually helping me but failed to correct the issue and referred me back to Telus. Back and forth, back and forth........
Right now I am on hold with a 'Loyalty Rep' but not holding out any hope that anyone will care enough to help.
Any suggestions??? I am so frustrated and in tears..
31 Replies
Well here we are 2:45 on a Friday afternoon and I have been ghosted by Telus. Yet again!
Not at all surprised by the level of 'unservice' you are receiving, I think Telus's customer service is terminally deceased. I don't have a solution to help you with but wanted to share my condolences.
You may want to screenshot your post, if it is perceived as too negative it will be deleted: mine was. And still I haven't received support. The so-called message inbox remains empty. Having to join a 'neighbourhood' to ask strangers to help because the corporation is focused on paying out shareholders rather than serving customers is a very gaslit feeling 🤷♀️- Thank you for your advise. I have taken a screenshot of this thread
Yes, you are absolutely right. Censorship is rampant on this board. I made a post with a source link about how Telus complaints were up by over 70% and it was deleted. I also made a post about the different “loyalty” deals people were getting from Telus and the post was, of course, never approved.
El-EricCommunity Manager
Hi starchoice and pryce56 - I took a look at your post that you claim was censored. By being a member of the forum you agree to follow our rules and those rules are in place to protect users and for them to receive information rather than having to filter through "noise" about a different topic altogether.
starchoice your post broke one of our House Rules - specifically the second Rule.
Saying "_______ sucks" may be valid but doesn't offer any information for us to assist from and it doesn't help the next person that reads the post. These types of posts tend to grow into other people also echoing that ______ sucks so we discourage that type of content as we can't really comment on those posts since we are not decision-makers so the post just exists. We can't remove it because we will be accused (just like here) and we cannot engage with it because we are seen as defensive so it creates a non-productive environment.
Saying "I need help with ______" does give us information that we need to step in and help. Overall comments about the business strategy or decisions are good pieces of feedback but we don't make those decisions here so there's not much we can do with that.
We want to remain productive and helpful to users in the forum and we have to make decisions that are unpopular but there is always a reason why we do something. Send us a message to TELUS_Support if you have questions as to why your post was deleted as sometimes we make mistakes. Maybe we can even help with formatting to send the message that you want to send.
I didn't post as our mod handle as I wanted to have a conversation and not just rule with an iron fist but please know that these rules were created due to a situation happening and now just because we feel like it
I used to use Outlook express app to download email, then I had to upgrade to Microsoft Outlook 2007, then I had to upgrade to Outlook 2019.
I mention this because of the very same problem you are having. Your app, whatever it is, is no longer accepted by Telus because of security concerns. Your app, like my previous needs to shake hands on the same security level.
Update your email app to receive your email from Telus OR;
To mail with Telus.net, access it via the web at email.telus.net or mail.google.com/a/telus.net which redirects to Google's Gmail interface
It is such a mess now that I'm not sure where to begin. Telus says it's an apple mail issue and Apple says it is Telus issue. I have webmail and it is working but have used and like my mail app. Right now i am not getting email at all on my iPhone or tablet
So I am not sure what to add so here are a couple of images to show. The scroll by is constantly there but usually frozen in some state of downloading or moving (?), the account says it is offline. There is also a note that the Apple advisor sent me about steps taken, etc. My iPad and iPhone both say 'Account Error' with 'The mail server 'imap.gmail' is not responding. Server code: Authentication Failed.
2 days of extreme frustration hoping this would be resolved but not hopeful. Telus is pushing me to use the webmail/google mail and it may amount to that even though I was happy with the way things were. 😣
- FuzzyLogic
Community Power User
What mail app are you having problems with? Can you supply any additional information as to the symptoms and/or error messages?
It is such a mess now that I'm not sure where to begin. Telus says it's an apple mail issue and Apple says it is Telus issue. I have webmail and it is working but have used and like my mail app. Right now i am not getting email at all on my iPhone or tablet
So I am not sure what to add so here are a couple of images to show. The scroll by is constantly there but usually frozen in some state of downloading or moving (?), the account says it is offline. There is also a note that the Apple advisor sent me about steps taken, etc. My iPad and iPhone both say 'Account Error' with 'The mail server 'imap.gmail' is not responding. Server code: Authentication Failed.
2 days of extreme frustration hoping this would be resolved but not hopeful. Telus is pushing me to use the webmail/google mail and it may amount to that even though I was happy with the way things were. 😣
- FuzzyLogic
As mentioned it may be best to delete the account and start from scratch. Telus has instructions for setting up your mail on IOS here:
