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!?!

[TELUS_Support]

Definitely not the experience we want our customers to have. Feel free to send us a private message and we can look in to this.

[infinity_777]

I am facing similar problem. I ordered telus internet. I got my acc number in the pdf bill abd when I try to link it to telus app, it says 

This account has been cancelled

It’s not possible to link a cancelled service.

I never did anything. What’s the fix for this? 

[TELUS_Support]

Hey @infinity_777 - Customer service can help with linkages and we can too. Send us a private message if you need assistance

[MunsterGal]

Were you able to get this resolved? 
3 hours of phone calls and I’m no further forward and have no access to my cameras! 

[TELUS_Support]

We can try to resolve your issue if you can send us a private message

[MunsterGal]

I’m currently having this same issue. I’ve spent over 2 hours on the phone and have not had it resolved. 
currently on with tech support again 

[ChrisTan19]

 

Hi there, 

Recently ordered the Telus internet. Had the confirmation email for the new account number and everything. However, when I am trying to link my account on the MyTelus app it says it has been cancelled? Help please! 

[TELUS_Support]

Hi @ChrisTan19 we would like to help. Please send us a private message to discuss further