I just learned Telus is migrating webmail to Gmail!


I suspect this is related to email issues Telus had in August but that's speculation on my part. I was trying to modify my Junk mail settings for Webmail and can't seem to find the settings to change it. In the process I discovered this:

Webmail to Gmail migration: What you need to know Starting March 2020, we will begin migrating all TELUS Webmail accounts to Gmail, the Google email platform


If this was publicized I seem to have missed it. More information here:




Here's hoping this transition goes smoothly. I'm curious what the privacy implications are as that's why I've stayed away from Gmail.

Community Power User
Community Power User

This could be interesting. I didn't previously hear about the change to Gmail.

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Friendly Neighbour

I got what looked like a bogus email last night saying my email account is being cancelled unless I click on their link. It did not come from Telus, so I just deleted it. Then this morning I received a very official email from Telus telling me they're migrating to GMail. I spent an hour on the phone to confirm and sure's heck, that's what's happening.  I too have serious privacy and security concerns. Have we learned nothing from COVID19? Do we want all our communications eggs in somebody else's basket?


Servers are not that expensive. Maintaining them is more costly. Surely Telus can afford it. But after the big failure a year ago, I guess it's easier to point a finger in the future at Google. I'm truly not happy about this. And if I was a business I'd be positively outraged.


The timing also sucks. Are there going to be enough staff available to walk me through changing all my settings on 3rd party apps, or am I going to be SOL?


If I wanted GMail I'd use GMail. I choose to use Telus because I trust Telus to guard my privacy and security. I do not trust Google at all.


What can we do about this?


@LynnB  I WOULD SAY THIS IS ALL FAKE . No emails notices on my email. Used telus emails for years never failed me. Email trouble last year only down 8 hours. But webmail is the only email i use. I googled around no news of this that i found. Polecat


@LynnB  I stand corrected finally found the mail issue on telus site. Not happy about it. There is something to be said about a proper mail out so people can voice opinion or move on to where ever. To many people get left out by email  notifications etc. Polecat


I can understand why Telus is doing this. Email is not their primary business and it makes sense for them to use someone who does. There are many benefits to this but you also lose some control. There have been many issues with Telus email over the years and I suspect most of them will go away once the migration to gmail is complete. I believe both the U of A and City of Edmonton now use Google for email. Sadly it appears that our data will be subject to the whims of Google. Here is the U of A's terms of service:




Here is why it's concerning:




I have yet to receive notification that my account will be migrated but I'm curious to see what Telus will say regarding this.

Community Power User
Community Power User

Almost all ISPs are using cloud based systems for their email now. Doing it that way is far cheaper than owning and maintaining servers directly.


Telus likely won't make any statement about Google and Privacy. They'll likely provide a link to the terms they have with Google.


The big thing is even if you don't use Gmail, Google tracks every single thing you do online even if you don't have a Google account. They run one of the largest advertising platforms in existence that is known to heavily track users and it spans a massive number of websites. If you are in the 2/3 of people that use Chrome, they are tracking everything you do. Facebook also tracks people online relentlessly whether you have an account with them or not. Twitter also but to a more limited extent. Microsoft is also quite invasive. If you have Windows 10, Microsoft even keeps track of how many times you open a program or even a specific file on your own computer. Their new Edge browser has major privacy issues too.

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@Nighthawk @FuzzyLogic @LynnB     Do you think format for web mail will be the same or something like gmail.

Community Power User
Community Power User

It will be the Gmail interface since the link from original post says you can access your telus.net account by going to mail.google.com. I suspect the interface will be customized with Telus logos and information.

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Friendly Neighbour

Well, I've just gone through the migration and WHAT DOESN'T KILL YOU ONLY MAKES YOU MADDER!


I did my best to educate myself ahead of time. I went through their website and got a little more confused on some things and less on others. Then I spent over an hour on the phone asking questions and was reassured at every turn that they would be there through it all.


Then I got an email saying that I would be migrated on May 5. I'm not at home. I'm 12 hours away and I'm not going home soon. I don't have internet where I am, except through my cell phone. So I spent the evening on the phone with a very kind, nice patient agent in the Philippines who again assured me that everything should work including my server settings. Am I allowed to say "BULL**bleep**!" on here?


My email migrated some time shortly after midnight today. I was awakened by alarms saying my telus email login failed on my cell phone. Sure enough! I spent  ALL DAY on my cell and laptop trying to figure it out. If you don't want to use the Gmail app on your phone or webmail on your other devices, you are well and truly screwed and pretty much on your own. Darren Entwistle should have put together a proper transition team of experts in both email and cell apps just to handle this project. But instead, half the support folk I spoke with had no idea what I was talking about when I said "Gmail migration".


I use the Samsung email app on my phone and Thunderbird on my laptop. My telus email was set up on the first Samsung when I got it from telus and continued on subsequent phones. Now they say it's not theirs and they don't support it. I can't get it off my phone, so....? I already have another Gmail account and I HATE  the Gmail app. Because I have had telus email since the beginning, it was originally xx@telusplanet.net but at some point it became xx@telus with the xx@telusplanet as an alias. Again, not something I requested, something telus chose. Both apps were configured with the telusplanet extension, but of course Gmail was set up for me by telus as xx@telus.net. The server names absolutely have to be changed in both apps. the POP setting in Gmail with Thunderbird insists on putting your sent emails out on the Gmail webmail, so when I do download I will have doubles. In order to download emails sent from the cell via POP I have to go into the Gmail web settings, make a change, save and then get messages. Feels kinda like grabbing a chisel, pounding into stone.


The Samsung app won't allow you to edit the email information, so you have to add a new account and have the guts to delete the old one even though it warns you that it will delete all emails, contacts, etc. if you do. So first I disabled permissions and then deleted the old one.


The last agent I spoke with told me that telus has already learned a few lessons and now lets you choose which will be your primary email address.  they apparently also let you choose when to migrate instead of just dumping it on you. Apparently the first ones like me are former employees (I'm a retiree). I've had telus email for 28 years. Nice. 

Friendly Neighbour

The format is the Gmail format. Not just like Gmail, it IS Gmail.


I don't envy the people involved in this migration. Unfortunately they are planned by technical people and communication isn't always their strongest point. Given the impact of the migration hopefully that will improve.


Making front line staff and customers aware of the issues/changes goes a long way to alleviating frustrations many people are likely to experience.


Friendly Neighbour

Reply to @FuzzyLogic 


Even better would be to TEST prior to implementation. It's gone from bad to worse. Now I'm getting attachments x6 on my cell. (Send me 5 attachments and I get 30). I have been so loyal to telus for so long. What a total fool I've been!


Telus should make T-shirts for all employees and customers with their new service motto:



(Unofficial motto of the former Soviet Union)


You'll get very short notice of your pending migration, and be prepared for a nasty surprise if you use Outlook as your client and need POP rather than IMAP. 


I cannot get any incoming mail on my Outlook now, and I have been unable to get any information about or resolution to this issue, even though it is a supposedly a known issue - or so the 'technicians' I have dealt with say.


The stock advice given is to "try again in 2-3 days" which is likely simply means "the answer to your question isn't on the one-page flowchart at my workstation so I have no idea what to do and just want you to go away now." Considering the migrations to the Gmail platform began in March and it is now mid-May, they've been saying this a LOT.  If it is truly a known issue, I cannot help but think TELUS has absolutely no interest in addressing the problem. If they do, they certainly aren't giving their 'technicians' any information or advice to share with custoemrs. Unless they only allow the you-have-to-pay-for-it support team to have access to information about how to support customers. There is also no ability to escalate anything. 


I currently don't use Gmail but these instructions may help to get POP working:




I'm curious why you would require POP?


Friendly Neighbour

Reply to @TLS 


I think I understand your problem. You use Outlook and download your email onto a device. (And, maybe, like me, you use more than one device to see your email, but leave it there until you get it on Outlook?)


Try this:

In the Gmail webmail page, click on the Setting gear icon.

Choose Forwarding and POP/IMAP

Under POP download choose Enable POP for all mail (even mail that's already been downloaded)

Save changes.

Go into Outlook and retrieve your email.


Please post back to let us know if this works, or if you find a better way!


Gmail does not save this setting. You will have to do go through these steps EVERY TIME!!!


Telus should pay us to endure this.


And for those of you out there who are shaking their heads and saying "Why don't you just use the webmail?" I need access to emails when I'm out in the remote areas and have NO ACCESS to internet. Once downloaded I can carry them anywhere.


IMAP can do what you want. If you are using Outlook there is an option to keep local copies in the event you don't have Internet access.


More information here:




There really isn't any reason to use POP unless your client doesn't support IMAP.


I was migrated over May 5th. I have been having problems ever since! Late emails and doubles. Now, no incoming mail. Friends have been phoning to see if I have received their emails. I am really pissed off now. 


OK, so I know many people who have received emails from Telus saying they're switching to Gmail, some people have done whatever is involved and are saying they can't continue using their MS Outlook on their PC's, anyone know what's going on?

One of my buds sent me the email Telus sent him, it looked to me like Telus is only switching to Gmail for web-mail, is this not the case?
I wanna know in advance since neither me or my wife has received this email, we're both retired Telus employees and have been using MS Outlook for decades.



Community Power User
Community Power User

There are already several discussions on the move to Gmail on the forums. Telus is switching all email to Gmail. Webmail is just a way to access the Telus email through a browser. Users that have been moved to Gmail will now have to log in to Gmail using their Telus email username and password. More info on the changes: https://www.telus.com/en/bc/support/article/telus-email-transition-general-information


Outlook should still work but users have to change all the server settings. For example: https://www.telus.com/en/bc/support/article/set-up-telus-email-on-your-computer-using-outlook-2016-g.... Advanced users may even get POP3 working if they know how to enable it in the Gmail settings.

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First I’ve heard of this. Have not received any e-mail from Telus.
TELUS Employee
TELUS Employee

Hi @starchoice ,


You will receive an invitation from us. Follow the prompts in the email to securely choose the details of your migration, including your preferred migration date. Please note that due to the number of customers who use TELUS email today, we will be migrating all accounts using a phased approach. You will receive an invitation anywhere from June to September 2020. Can’t wait to get your invite? You can get an early access pass through the My Wi-Fi app. This app is free and it helps you take control of your TELUS Wi-Fi


Click Here to learn more about the TELUS Webmail to TELUS email powered by Google migration.

TELUS Employee & Neighbourhood Volunteer β–ͺ️ Found this post helpful? Let others know by clicking [❀️ Like] or [Accepted Solution].


I was migrated last week and posted this on the form with one reply that didn't help.  BEWARE!


On Tuesday I was migrated to Telus email powered by Google. I am able to receive my telus.net emails on the Gmail website.

I called Telus tech support and was told politely that as I was able to get my mail online and on my phone that Outlook 2013 was third party software and to look at the Telus guide to setting up email on my computer.

I have followed the guide, I have gone to my Gmail settings and changed forwarding to IMAP.

I have followed the instructions, including trying both SSL and TLS for the outgoing mail server sttings.

As I have two existing Gmail accounts on my Outlook 2013 I have looked at their settings and they are the same as I have been inputting for my telus.net account.

I receive the following error messages:

Log onto incoming mail server (IMAP): The connection to the server was interrupted. If this problem continues, contact your server administrator or Internet service provider (ISP).

Send test e-mail message: Your e-mail server rejected your login. Verify your user name and password for this account in Account Settings.

I have carefully checked my username and password, repeatedly. I know the password is correct as I used it on my phone the same day.

Having spent a fair amount of time on this over the past couple of days I would be grateful for any help.


I did not receive any notice but both my hubby and my emails stopped working on all our devices June 30th. On a chat with Telus right now and they can’t even find our email addresses! So frustrating!!


Maybe the notification emails went to your spam or junk folder?


Help!  I've made the transition from Telus webmail to a new Gmail account.  Unfortunately, my contacts have not followed me!


OMG it's been the day from hell with this migration. I have been an outlook user for years set up my new gmail with my existing telus email. No contacts came over and no saved folder emails. I held on chat for over an hour to be told I had to speak to technical support no transfer went through or no estimated time frame. Must say I'm not impressed!  

x2. Gmail with a Telus.net ending.
This message mentions getting an early access pass through the My Wi-Fi app. I've installed the app and looked around, but I'm not finding any mention of email migration. What are the steps to actually get the early access pass?

I thought the same but it actually does save them, although not very intuitively. Instead of leaving the selected radio button highlighted as it does for the IMAP section,  the text changes to this in bold and green:


1. Status: POP is enabled for all mail