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 ...
TELUS_Support
Official Support Team
Official Support TeamReading the thread and seeing your message that you are not sure which image to click we wanted to step in and hopefully clear things up:
- If your webmail is working but the Mail app doesn't then we know that our side is working
- To set up your email account with the Apple Mail app, please click the Google or Gmail button - there shouldn't be any need for you to worry about IMAP or SMTP settings as they should be automatically set up by the Mail app
Definitely delete the account and re-add it. It sounds like when we migrated to Google the account was kept under the old settings so at some point they stopped working
Thank you but I don't want your instructions. I am still waiting for a Telus person to get back to me. This is the 3rd time in one week that Telus has promised a call back / assistance and it has never materialized. Nothing!!! This has been the worst customer service experience of my life. I pay a lot of money for all of my Telus subscriptions and the service has been extremely poor, usually the agent has asked me to do the same thing over and over with no success and now you are giving me directions to do something I have already done. Telus originally migrated this account and set it up using the Mail App and I don't understand why someone can't contact me to set this back up.
I thought that I was having some success with the customer service agents Princess and Arlene who said that once the Email Technical Team advised them I would receive a call. I am sure once they hung up they sat back and had a good laugh at me. This week I have given at least 10 hours of my life to trying to correct this email issure and I am still where I started. Thankfully I was able to set up my Telus Box after following the Telus directions 10 times and not receiving help with that either.
After being frustrated and upset for 2 days I am now just angry. I have been a loyal customer for a very long time perhaps 30 years or more and Telus happily takes my money but to provide the service which I think is part of the package they fail to follow through. I don't know who you are and I am very sorry but it is impossible to reach anyone who can make any real difference. Customer loyalty is a joke.
El-EricCommunity Manager
Hello pryce56 - I hear your anger and having done technical support for years I've seen your problem many, many times.
The trigger for me is that your email works when you go to Chrome but not when using your email client.
There are two layers to this problem:
- TELUS Webmail
- Apple Mail
If your email did not work on a web-browser, then Apple Mail won't work either. That issue is resolved by us for sure and we can look into that.
If your email works on a web-browser but doesn't on Apple Mail, that connection needs to be investigated.
Apple Mail, Outlook, etc. all use a connection to webmail and this is where it sounds that the issue is. We know because it was working before and now it is not.
So the issue lies on Apple Mail. We cannot resolve that issue as that's not our product. If your TELUS email account is not configured properly, this will never be fixed so we need to know what steps were followed to add this account back to Apple Mail. We used to have a specific way to do it but in late 2010s we switched to Gmail as our backbone so all connections of a third-party email client need to be re-established under Gmail for everything to go back to normal.
We can continue via DMs if you wish, we had a bit of things to do this week so we apologize for being late to replying but we have responded there.
- Dear El-EricThank you for your response. What upsets me the most about all of this is that I have had multiple, possibly 6 or 8 phone calls with Telus over the last 2 weeks. On 3 occasions I was promised call backs, 2 with a specific time and date when no one called, messaged or emailed and left me completely hanging, forcing me to have to go through everything again from the start with yet support person at the lowest level of tech help.I understand that there are 2 different parts to the problem but having said that you Telus were the ones to set me up on Apple Mail in the first place when you migrated to the Google platform. I asked and you obligated. Based on that I assumed you would be able to fix my problem.I am beyond disappointed with the service I received from Telus. Not being able to reach a better level of service was frustrating but having no call backs with appointments angered me.
- El-Eric
I definitely agree that not receiving the callbacks that you were promised is not okay and I am sorry to hear that this happened.
I understand that there are 2 different parts to the problem but having said that you Telus were the ones to set me up on Apple Mail in the first place when you migrated to the Google platform. I asked and you obligated. Based on that I assumed you would be able to fix my problem.
Sorry, what do you mean that we set you up on Apple Mail? Did you visit a store and someone set up your email while you were in the store?
- TELUS_Support
Your concern about the email setup and the failed escalation is valid. What we do want is to ensure your case is reviewed by the right team and that someone contacts you directly to take ownership and see this through. Please send us a private message, we’ll escalate this properly and make sure it’s followed up on.
- i have sent you a private message and heard nothing back. What happens now!!!??????
At this point I don’t believe that will actually happen and I feel like you are just giving me lip service. That is what I was told before. I have been waiting for the ‘right team’ for 5 days now. 3 call back promises that never happened!
I have no idea where to send a private message to and until you give me more information I will continue to post here and in other threads. You have my contact information and so am very surprised that someone doesn’t just contact me. I am home all day so please feel free to reach out. I will ask Global TV to do the same.
I can only reiterate that for the money I send to Telus each month this unacceptable. As a consumer it is as if I have no rights.
- TELUS_Support
Let us send you a private message and see how we can help.
