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

[karanthakur8699]

I am facing same issue

[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

[DereknAmanda]

I just got a appointment for internet Hill up this week Friday December 6th 2024 and got the email with the account number and the time for connection, 

However when I went to connect the account number with the app it told me that the account has been canceled...

Why?

This is not how I was hoping to start this business relationship off .

[TELUS_Support]

Until the technician signs off on the job you won't be able to link your account.

[DereknAmanda]

Why did I get a small message telling me to sign in to my account before the tech gets there ?

Yahoo Mail: Search, organise, conquer

On Wed., 4 Dec. 2024 at 4:09 a.m., TELUS Neighbourhood

[DereknAmanda]

Sorry (sms) 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

[Marco2]

Hi . I am having the same problem. The message show account has been cancel and can’t link the account. How can I send a private message to Telus support ? 

[Marco2]

Hi, I am having the same problem. The message show my account is cancel. I can’t link my account on mytelus. How do I send a private message to Telus support? Help

[TELUS_Support]

Hi @Marco2 - we'll reach out to you

[karanthakur8699]

I have same issue and no one helped me from past 3 days

[TELUS_Support]

Hi @karanthakur8699 we can try to help. Please look for a message from us in your inbox

[karanthakur8699]

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

[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 😂