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The Xiaomi Hongmi / Redmi?
If it's the plain Redmi, that device is not compatible with Canadian 3G. It uses a frequency not used in Canada. It uses HSDPA 900MHz / 2100MHz. Telus operates 3G / HSDPA on 850MHz / 1900MHz.
If it's the Redmi Note, same issue as above.
If it's the Redmi 1S, you might get lucky and have a version compatible with Canadian 3G frequencies.
Considering it's a third party phone from China, it's not likely to get much support here since Telus didn't sell it to you. If you know where the APN settings are, if you call in they can tell you what they should be and if that's all it is and you have the 1S, that may be all it needs.
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Was this model phone ever issued by Telus? If they never sold it, I'm not sure they can sensibly provide troubleshooting, and I'd expect you're on your own.
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As mentioned by Nighthawk and NFtoBC there's only so much that can be done with devices that are not directly supported by TELUS. Did it work after you checked with the second representative?
Just incase, you can also find APN settings at http://www.telus.com/en/bc/get-help/mobility/phones-and-devices/setting-up-your-smartphone-for-data/...