Forum Discussion
Glitch in Telus sign in for new customers
My sister and I just signed up for mobility services with Telus. After setting up the app on Android and Telus online account, everything seemed to be ok. We completed the four steps and got the welcome to Telus message. Now everytime we either go online to our accounts or on the phone app we get the message finish setting up. It will not stop appearing on both the Telus online account or the Telus phone app. The next page shows all four steps completed but the message continues to show everytime we log into our account. I've contacted support and they can't seem to find the problem. It must be a glitch in the Telus system for both of us to be experiencing the identical problem. It's very annoying and support can't seem to offer a solution. I'm sure others are experiencing the same problem. My sister was on the support telephone line with an agent in Costa Rica for two hours. He told her that he would submit a ticket to elevate the problem to higher level of support and that he would call her back the next day. He did not call and I could not get any resolution on Chat with live agent last evening and he also said it would be elevated to higher level of support and they would contact me.
8 Replies
TELUS_SupportOfficial Support Team
Very sorry about that. We've gone ahead and re-escalated your case to our Mobility Escalation Management team to advise that they haven't reached out yet. Someone will be in touch asap. Appreciate your patience!
Hello, well another 10 days has expired and nothing has been resolved. I signed into my app and also through my windows computer to my Telus and it is exactly the same. The first screen that appears is Finish setting up your account on both the phone app and online through my computer. I've already received my first billing so obviously my account is fully set up. How can this be such a problem resolving? My sister is also still having this problem.
- TELUS_Support
Hi! Genie8 - Have you tried a different device or browser? The fix should have been implemented a week ago.
Well Telus Support, thanks for the response but as you suggested I reluctantly tried using a different browser (Microsoft Edge) which I never use as it is always Google Chrome. The results were the same as the first page that popped up was to finish setting up. For my phone, its the only one I use and can't use a different device. This is so ridiculous that we are still experiencing this annoyance. Telus support should have resolved this long ago with that many customers complaining on the internet about this glitch in signing into our accounts that have been fully set up. Please open another ticket with top level support technicians to have this situation resolved. Obviously the fix was not implemented a week ago and the problem still exists for many Telus customers. Also let me know a way to attach screenshots so you can view the sign in asking to finish setting up and then the next page showing all four steps have been completed. My account is fully set up and I have already received my first billing. Thanks
- TELUS_Support
That's definitely unusual. When you say you go online and not using the app, are you using the browser on your phone or are logging in from a computer / laptop?
- When I go online to Telus, it is always on my desktop computer. I use Windows 11 with Chrome browser. Telus app is used on my Android cell phone. Same for my sister. Telus should be able to solve the problem.Sent from my Galaxy on Telus network-------- Original message --------
- TELUS_Support
Hello Henie8, we received an email yesterday confirming an issue with the self-serve accounts of customers so it's most likely the reason for your issue. The support team will investigate the ticket that was created and we'll probable have more information next Monday. However if you notice any changes, please keep us posted here, thanks !
