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Re: Updated Telus app won't open
Thank you Dru. This is great news. Just a few things - can Telus use social media to alert customers to issues that are large that they know of, so we know things are being worked on? We all wasted a ton of time on this and I know from calling Saturday, that at that point the call center was getting tons of calls on this. Bell and Rogers do use social media to tell you of outages etc.. Also I learned to today on my own that if you reinstall the app which I did, it wipes out your 2F set up on your phone. It still showed 2F was enabled for me but I had to reset up everything again for 2F on my phone in the My Telus app. I will avoid reinstalling from now on, but if the dev team could make it so you don't have to reset up 2F every time you happen to reinstall the app that would be optimal. Sadly when I called because I had no 'get verification code' setting the call center did not know how to help me. They needed to tell me that I needed to reset up 2F on my phone. Thanks again for being there for us when nobody else could. I made 4 calls to the call center and nobody could properly help.5.7KViews0likes0CommentsRe: Updated Telus app won't open
Thanks everyone. WG1 - I don't know if you had 2F before but anyway some of you don't have my issues. Unfortunately I just tried removing it and installing it but I still don't have the 2F Get Verification Code. This really stinks and I feel I have lost all confidence in using 2F but how can you not? I don't understand why I have this issue and some of you don't. The person on the call claimed that they are aware of this issue I am having and also that devices aren't being trusted, but I am skeptical overall and maybe just have to wait this out a bit but if this doesn't get fixed over a month or so I will have to rethink how I use this.3.6KViews1like0CommentsRe: Updated Telus app won't open
This is so odd I don't get it. For anyone else who has 2F and may have the same issue I have - because I absolutely do not have 'get verification code' anymore, AND for some reason the system will no longer recognize my computer as a trusted device - I just called the customer support team as I had a ticket open for this other App issue, and that person said that they are aware of both of these issues and many people are still having problems that I am having. But it really confuses me that sassafras you are seeing Get Verification Code and you aren't having issues with trusted devices staying as trusted devices. I am supposed to hear back from this person when all this is fixed. We'll see.3.6KViews0likes0CommentsRe: Updated Telus app won't open
Can you and sassafras let me know something - do you have the same issue as I do - if you have 2F authentication turned on, then when you go to where you would normally go to get a code, do you have the same issue that I have - that there is no longer the 'get code now' function? I had to use a backup code. The only reason that I installed the My Telus App was to use it to generate 2F codes.4.3KViews0likes5CommentsRe: Updated Telus app won't open
I am beyond myself at this point. Ok this is great information sassafras thank you. I went to the App store and yes, the new version is there. BUT THERE IS STILL A HUGE ISSUE - Like you said, it asks you for a code which it never did before but I must have made it a trusted device so that no longer worked, so it asked me for a code because I have 2F turned on. So I used one of my 6 backup codes. I'm in, BUT HERE'S THE BAD NEWS - there is no longer the functionality to generate codes for 2F. You would go to Security Settings and it would have the 'Get code now' function. TODAY - that is gone. All you see is Password, Recovery method and 2-factor authentication Enabled but when you go into that, you just see backup codes. So for all of us with 2F turned on, we only have the backup codes to use. They will run out and I'll have to worry about having them with me ore replenishing them all the time. There should be a function that says "get code now' and it is gone. It does say my 2F is enabled but the very bad news is that the My Telus app no longer provides 2F codes. That was one of the main reasons I installed it. This is crazy. So now what? I spent hours on the phone this week, opened a ticket, was told a manager would call me which of course did not happen. I feel as if the only option is to turn off 2F which is an awful option in the world of cybercrime. I am at a loss as to what to do now. This is a mess. Who do we tell about this new issue?5.7KViews0likes0CommentsRe: Updated Telus app won't open
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.6.5KViews1like1CommentRe: Updated Telus app won't open
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.6.6KViews1like3CommentsRe: Updated Telus app won't open
hi dru - could you give us an update on the status of the My Telus app not opening? This is now going into Day 5, being locked completely out of our my Telus account if you have 2F turned on, an App that is still failing. Could you or someone please update us on what is being done about this within Telus, and how much longer this will take to fix? Also, could you comment on the idea in this thread about rolling back the app for now, to the version that worked before the current version, while they try to fix the latter? Thank you. This is very unsettling.9.9KViews3likes5CommentsRe: Updated Telus app won't open
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.5.9KViews1like0CommentsRe: Updated Telus app won't open
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.6.3KViews2likes2Comments