Forum Discussion
TELUS / Gmail DISASTER Ongoing
So randomly on the evening of Friday, September 05, 2025 at around 21:00 (9:00 PM), my telus.net e-mail with TELUS / Gmail stopped working.
There were NO upgrades, NO software updates, NOTHING - it just stopped working.
Here's the checks I made:
- Logged in via webpage - confirmed that e-mail not full and that password worked;
- Removed TELUS / Gmail account from Apple Mail app and reinstalled;
- Removed TELUS / Gmail account from various versions of Outlook (365, 2021, 2019 and 2016) and reinstalled;
- Checked connection on WiFi, Ethernet (PureFibre), 5G and 5G+ connections;
- Confirmed that all updates to Windows and iOS had been made and that none occurred on Friday, September 05; and
- Toggled the less secure apps feature on / off.
With all of the above the e-mail DID NOT work, it will not connect or update.
I called TELUS on Saturday, September 06, 2025 and asked for a callback. Forty minutes later (not the thirty minutes promised), I got a callback and was on the call with a technical person - Daniela - for over two hours. Guess what - it's still not working.
I have a call back on Tuesday, September, 09 as they need some time to check out my ticket which is understandable. What's really frustrating is the following:
- The time on a phone call with no resolution;
- The assumption - ALWAYS - that's it's something with your devices and what you are doing. At least the troubleshooting I did (the above steps) proves everything had been tried; and
- The poor customer service - with TELUS (but also with Rogers as seen by family members) they are more than happy to talk to you when it's about adding services but when there are technical problems everyone goes running away.
What oddly satisfies me about this issue is that this is 100% on TELUS / Gmail / Google and I'm oddly interested in how they propose solutions to this issue that THEY 100% CAUSED!
6 Replies
Curious if you asked Google to help. Yes Gmail is now hosting others. I have mostly gmail accounts so do not have these problems.
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I appreciate the responses and information provided.
Mysteriously today (September 10, 2025) - things started to work again with NO CHANGES made by me at all.
I had a phone call with a TELUS escalation manager on September 10, 2025 who admitted that, "there were updates on the Gmail side" (without saying what these were). He also informed me that TELUS appears to have no mechanism to contact Google about Gmail related matters. Wow! TELUS has great negotiators - they are paying money to have Google host TELUS mail for them with no support provided. TELUS is likely paying Google a pretty penny for poor service. Even Microsoft provides customer service. TELUS could have done a lot better by choosing ANY OTHER provider than Google...And more oddly - a family member on Saturday, September 13, 2025 had the EXACT same thing happen. E-mail wouldn't come through. A few hours later things started working normally again.
I HIGHLY suspect that Gmail is doing maintenance - it would be great if TELUS had informed users of this. Wait - they said they don't have a way to contact Gmail / Google - I guess this would be problematic for notifications then...
Today (September 09), I had an almost two-hour technical session with a TELUS technical representative that was understanding but the issue was not resolved.
I then had an over one hour discussion with a Microsoft agent about the issue and still no final results. Right now e-mail does kind of work on Outlook (PC) and Apple Mail (iPhone and iPad) but get this - it takes over two hours to synchronize a day of e-mails.
Based on the number of steps attempted and disconnections of e-mail from Outlook, recreating profiles and the like, I'm now 100% certain something has happened with my TELUS / Gmail account. Why? How do I know this?
Here's why - NO third party programs (Apple Mail on an iPad, Apple Mail on an iPhone and Outlook on three different windows machines) work. This means it's a settings problem or some type of an ACCOUNT problem. When this started on Friday night (September 05), I had made no changes to any such settings...Retired telus email tech. 3rd party programs for getting email are out of scope as we have no control over settings, program updates, compatibility. I always had customers check their email by going to our email site if your not able to retrieve from our site then it would be a telus issue. But if you are able to retrieve from the site but not through apple mail, outlook, Gmail etc then it's a computer or software issue which we refer customers to a computer tech. As you said in 1st step email not full and password worked so I assume that you were able to retrieve through webmail if so then unfortunately it's out of scope. However there are great troubleshooting guides at telus.com which hopefully will help otherwise you would need to have your computer checked.
