Problem linking new service - "The account has been cancelled"

[Vici_Thoms]

I ordered new services with Telus several weeks ago and received an email confirming my home service order with the account number, services summary and account details. The email instructs to "Review and verify your services in My Telus today", but after creating my account and logging in, I haven't been able to link the account. When I first tried a few days after the service was ordered, it said there was no service to link, so I figured it would take a while to get into the system. When I tried again today, after logging in to My Telus, I attempted to link the account number and entered the verification code I received by SMS and a message popped up "This account has been cancelled". When I tried again, it said that this account has already been linked, go back to your My Telus Overview, but when I do, there's only "You don’t currently have any TELUS services under this profile."

I had a Telus home phone account that I cancelled over 2 years ago at the same postal code, but this is a new profile and account number.

I've received several emails and sms about the new account and services, so what's up!?!

[karanthakur8699]

I have the same problem and no one helped me out yet I inboxed the tech as well. Such a poor customer service

[Hiedelin]

Same here. Smart Home Security ask to LINKED AN ACCOUNT THAT IS ALREADY LINKED. Still no luck to use that app while away

[TELUS_Support]

Can you send us a private message so we can verify your account? 

[kimboslice589 · Accepted solution]

I was made aware by the agent on the phone that you will not have access to the account until the actual product is set up, so maybe within 24 hours of your setup appointment with the technician. It's probably saying cancelled as that's the only available prompt for accounts that have only been partially placed in the system. I'm only saying this as I ran into the same problem even though I was told to wait 😂

[benstanton]

Were you able to register your account after the tech had come? A text link told me I should have my account logged in and ready before the appointment.