How to set up new iPhone 17 on Telus
I hope to help someone runs into this scenario: buy an iPhone 17 from Apple and convert old Telus phone with physical SIM. This is the right process to migrate to the new phone, which I found after one very frustrating day: buy the new phone from Apple. go to Telus store and buy an e-SIM ($20+tax). start new phone and migrate the old phone to the new phone (wait for all the apps to be loaded). Now all is transferred, except the SIM/ phone number. Go to the MyTelus site and link the e-SIM to the account number for your phone, provide the SIM number (19 digits). This links the e-SIM to the phone number. This is the navigation path in MyTelus: Plans and Devices -> Select Subscriber -> Swap your SIM Card -> I want to transfer my number to a new physical SIM or an eSIM QR code voucher Go to the new phone and Add the eSIM (Settings -> Cellular), scan the 2D bar code on the eSIM card. Wait to be activated; you may need to restart the new phone. Wipe off the old phone. Some things to note: Apple store people minimize the complexity, cost and time in migrating from physical SIM to eSIM and pass responsibility to the carrier. iPhone 17 does not have physical SIM any more, iPhone 16 is the last iPhone in Canada to have physical SIMs. eSIMs cannot be transferred at Telus between phones. Having an eSIM on your old phone does not help. Makes no sense to convert the physical SIM to eSIM on your old phone. Procedure listed on Telus website to convert from physical SIM to eSIM doesn't work. Telus AI phone is a nightmare, ask to talk to a human and bypass AI. Chat is also borderline useless as you get bounced between incompetent and competent people, and they drop and pick up the chat randomly. Telus store people don't know the procedure, as they receive incomplete information, but at least they try.
MyTelus App not loading - stalls on white screen after first load
I’ve been trying to use the MyTelus app for days now and after it’s initial load where I can see my profile, a white screen will pop up and a green circle will try to load something but then stalls out. I’m on an iPhone 11 with iOS26.1. I’ve reinstalled the app multiple times, restarted my phone, checked for updates, used different wifis and just my data but nothing has worked. I can login to my account through a web browser but it would MUCH nicer to use the app…
Shipping label to return device takes days to receive??
Hello, I'm getting frustrated with Telus as a simple email apparently takes days to receive. I have an old phone that needs to be returned under their bring it back plan. I went to one of their physical store and was told that they can't help me because I ordered my new phone online. The person "sent" me the email with the shipping label to help but I haven't received any email with attached shipping label. She told me that I should've received the shipping label already when my order was processed. None was sent to me. I called *611 two times. Both times the agent "sent" the shipping label emails to two different emails of mine. But still no telus shipping label was found in any of my emails in both circumstances even though they wait for me receive it. The second agent I talked to said he physically can see the electronic shipping label but gave me a reason that due to black Friday coming up, telus has lots of orders and processing is taking some time for the shipping labels to get sent. He assured me that within 24 hours I will get the shipping label. I told him straight up that I don't believe him because I was told the same during my first call. Now my concern is in this day and age, emails do not take days to be received. Under telus' bring it back plan, users have 30 days to return their old device upon receiving their new phone. I feel that I've been getting the run around and eventually will get charged for not returning my old phone. My phone is packaged and ready to go. All that is missing is this mysterious, hard to get shipping label. I feel that I'm going to call telus support again in the next few days for the same issue. How long does it take to receive shipping labels to return phone? Is there another way to further escalate this issue, just to get shipping labels, because the phone agents are not of help. All they say is to wait. I'm afraid that I keep on waiting but eventually get charged for keeping the phone.
Google Play Charges to my Telus Bill
Hello, I got a Google Pixel 3 watch when I renewed my mobility contract back in March 2025. In June 2025 I started getting random Google Play charges added to my Telus bill, apparently through my watch 'phone number'. I have never setup Google payments through Mobile Carriers on my Google account, transactions are always through my bank. I checked my Google transaction history, my payments and subscriptions, payment methods etc and these transations do not show up ANYWHERE! When I first contacted Telus they told me they could not tell which vendors the charges were from, but they were able to provide a corrolation ID for each purchase. I submitted a Unauthorized Charge Claim to Google and they came back with the automated message: 'After reviewing your claim, we were unable to confirm fraudulent activity in this case, so no refund will be provided by Google at this time. If you would like to pursue the matter further, you can reach out to your financial institution.' The problem with that response is, my bank can't help because these charges weren't through my bank. I then contacted Telus again via phone, and this time they were able to tell me the charges were for Snapchat, and Audible (I don't purchase anything through either of these apps). I asked for the corrolation ID's for the newer charges and the woman said she couldn't provide them. Yet when I contacted them again through live chat they were able to provide the IDs. I then submitted another claim and received the same response. To reiterate, these charges have not appeared anywhere else across my accounts; Google, Snapchat, Audible etc, they only show up on my Telus bills! I do not have Mobile Carrier set up as a payment method! The charges are now up to $32.15. I don't know what else I can do so I am hoping to see if anyone else has had a similar situation. Thanks for reading!How to transfer prepaid eSIM now that Android eSIM transfer has been disabled?
I was previously able to transfer a prepaid eSIM between Android phones using the Android eSIM transfer feature but it appears that functionality has been disabled by Telus. How can I do the transfer now since the app has very little functionality for prepaid. Thanks, Brian
3-Day Roaming Pass
Hello, I activated a three-day “Roaming Pass” via text message prior to my departure from Canada. Based on the email I received with the code, it sounds like it is activated when I use the service abroad, such as sending a text message, receiving a call, or using cellular data. Once activated, it is on until 11:59 p.m. local time. My interpretation is that I have three days of roaming credits, that is, the three days don’t have to be consecutive. Is this true or did I already activate my three consecutive days of roaming the moment I used my first day? Thank you!
Bill overdue errors
I've noticed a pretty concerning trend with my telus mobility and internet bills, where my account will show my account is overdue just as a new billing cycle commences. I've tried the good ole log-out log-in trick, but alas I am stressed out of my mind that I am late for a payment I have already made every month. This overdue error is doubly confusing as I use pre-authorized payments. Here is my anxiety-inducing dashboard (still showing October's bill, despite Nov 15th being the new bill cycle): and here is my very contradictory transaction history, showing the bill was paid on the 31st (and the existence of a November bill that I do not have a statement for): Any fixes for this? I've called in before and have just been told to wait a few days and to check again, and by then it is usually resolved (just at the expense of my sanity). I can't help but feel that if the shoe was on the other foot Telus's payment department wouldn't exactly accept me paying them out of whack with the excuse of "just trust me bro".
I finally have a Mexico plan and now it doesn’t work!
I’ve been to Mexico many times and used Easy Roam. Loved it. Worked perfectly. currently, I have a USA Mexico plan and my phone won’t even connect to local network. I’ve tried everything. Data roaming on/off, manually select Telcel, AT&t, Movistar… nothing. It shows a checkmark but nothing happens. can someone please push a roaming refresh on my line? My phone isn’t registering any networks in Mexico and it’s really frustrating. I’m paying for a plan and I’ve spent days refreshing, restarting, toggling, removing SIM, etc etc
New Account Suspended
I signed up for an account yesterday (around 6pm) and started using my new plan on an esim right away. A couple hours later, service stopped working. I checked online and it said my account has been suspended. I tried using the chat bot for help—it connected me to an agent (supposedly) and I have been waiting for over eight hours for a response. I called their phone line several times, yesterday and today, and wasn’t able to reach anyone. How can I resolve this? Honestly, with how poor their customer service is, I may end up switching to another provider anyway.
