Updated Telus app won't open

[telus-iphone-us]

Hello to all. I just updated my Telus app this morning on my iPhone 8 running IOS 16.7.10. The app was working perfectly, but now the updated version crashs each time I try and open it.

I have tried re-booting the device, deleting and re-installing the app (a couple of times, with re-booting) and nothing is working Any thoughts or suggestions ? Thanks in advance

[qrs]

Ok I just spent 1 hour on the phone with Telus. And have no information. This is getting ridiculous. This person was nice but focuses on the security portal and had no clue about this app issue. However I will confirm when I called Saturday and Monday, three different people did know about this but they had no clue when it would be fixed. Then tonight this person put me on hold for 45 minutes to speak to a manager. They finally said they will call me when they can find one. I tried to get through to billing because maybe more people with the issue call them because, other than 2F which is what I really need it for, the My Telus app is used a lot for billing information - but the dept was closed. IT MAY REALLY HELP IF OTHERS ON THIS FORUM ALSO CALL TELUS SUPPORT- but it is absolutely brutal to get through. What finally worked is saying nothing until the automated voice gives you 5 options, still saying nothing, and then the voice says they will put you through to a customer support team member. The support for home security is  1-855-255-8828. I am feeling very uneasy about this, and wondering if this will even be fixed. 

[Nighthawk]

If Dru says they are aware of the issue, software fixes can take time to make. Especially since the issue has affected several versions of iOS. The issue has only been present for less than a week so please be patient. No one that you can reach will have a way to fix the app crash on older devices, so calling them will just waste your time at this point.

While it doesn't show it on the iOS app store, the support contact listed for the Android version is [email protected]. 

[qrs]

Thanks for your input. I just would say that Dru only said he would tell the developers about our thread but he didn’t even commit to an update. So we have no proof that Telus developers are actually aware of this or working on it. Someone at Telus needs to communicate something about this - what is the scope of the issue and importantly what is being done. There is no concrete evidence this is even being worked on which is very concerning. This is a primary app for Telus customers and I am now locked out of my account because I have no way to get a 2F code and should not need one but the trusted device function does not work. 

[Nighthawk]

The software developers aren't going to give a timeframe other than ASAP. When the updated app is available, it'll appear on the app store. The only scope of the issue is the app crashes on older versions of iOS. The devs aren't going to publically give great amounts of details around the causes, if any at all. Depending on what changed with the most recent release of the app, there may be multiple possible causes of the crash.

The address I posted earlier is the one that Telus provides for support on the app itself. It is probably the more direct route as it'll likely skip whatever internal red tape Telus has between departments.

[qrs]

Hello. 

To Dru thank you for your help. I do want to emphasize that this should not be an "IF" I hear back situation though. 

Do you realize that if you have 2F authentication turned on, you can't access your account without the My Telus App? It is the way you get the 2F code and sadly even when you try to make a device trusted, by checking off 'don't ask me again' it fails. You always have to provide a code so this is urgent. 

I have called the Telus support # twice and they also do admit there is an issue but I don't sense urgency. They said to wait a week. That is not acceptable. this is a security company so the apps must work and if something goes wrong we shouldn't be waiting days for a fix. 

Thank you for getting involved and I hope the idea above of rolling back to a version that works for now is done, and I hope that this gets fixed quickly and that you have an update for us soon. 

[Palaka]

my iphone 8 is impacted too.  mytelus app briefly flashes then disappears.  I use a backup method for 2 factor authentication until the mytelus app is fixed.

[qrs]

I have those backup codes printed out but I don't want to use them up. Luckily at this moment I can do without logging into My Telus or doing anything with my Security app but I am very disappointed that we are not getting updates on when this will be fixed. Or someone else suggested rolling back to the version that works until they fix this version. Nothing. Also someone mentioned frustrations with the automated voice system. It is brutal to get past the recorded voice and actually get through to a real person. I don't understand why Telus Support on X (Twitter) does not say something about the issue and at least confirm they are working on it. This is just so upsetting. 

[Mike97]

Same thing is happening to me. My Smart Home app is also telling me that I owe money for that service, which I don't, so that app is no longer accessible to me. Tried calling by the AI system is terrible. Awful service. 

[GL1]

The world of Ai artificial intelligence will never replace getting a real person. Service and support is taking a downward spiral. So disappointing. Improvement is definitely needed.