Telus Switch to Google's Gmail Service Not Working

This month Telus switched their email server over to Gmail (Powered by Google). Thousands of Telus email users are having issues setting up their email and logging in to their webmail since the change.

E-mail settings have changed, for most email clients like Outlook and Microsoft Office Telus users will now need to use imap.gmail.com (incoming) and smtp.gmail.com (outgoing). Username and Password should be the same as they were before and you can still use your @telus.net and @telusplanet.net email address.

The other option is to login directly through Gmail, once again the same username and password you used previously should work.

I am unable to login or what if I don't know my password?
If you are still unable to sign in you may need to reset your password or check your username, to do this you will need to login to the "My Telus" website. This is where you can normally find billing information and reset your login details.

Can I switch from Telus to Gmail without using a Telus e-mail?
Yes, if you prefer to drop telus e-mail altogether you can first create a Gmail, Outlook, or other e-mail and then migrate your Telus e-mails to that account using IMAP to move your e-mails, email contacts, and folders.

Get free support from Telus by calling their support, but expect to have a long delay since they are currently being swamped with calls from Telus email users having trouble with the change. Note that Telus will only help you login to your account, they will not help you move e-mails, calendar items, or contacts to a different service.

Paid Support for Telus or E-mail Migration
If you are looking for paid Telus support or looking to hire someone to migrate your e-mail accounts to another service such as Gmail you can call 780-284-6622 or e-mail contact@dexcts.ca (cost may vary depending on how much data you need moved). On average this can cost between $200-$300 per account to move an @telus.net account to an @gmail.com account.

If I move to Gmail Instead of Telus email can I forward the old e-mails?
Yes, we can setup your old @telus.net or @telusplanet.net e-mails to continue to come into your Gmail Inbox but then have your @gmail.com email on outgoing e-mails or email replies.

Can my Telus Email on Outlook still Work with Gmail?
Yes, the mail settings need to be changed in Outlook but it should still work the way it did before.

Do you have more questions about the Telus switch to Gmail? Leave a comment below, e-mail me at contact@dexcts.ca for free advice, or call 780-284-6622.

Telus Sorry

Comments

Migrated to gmail about a week ago,had inbox for a day or so, then all contents but one disappeared, (over 3000) Tried all suggestions on the web, but nothing seems to work,"more" and "Trash" folders now gone. The disappearing mail happened on a reboot. I did not modify anything in gmail prior to mail disappearing. Cannot find a way to get hold of any Telus support. Will monitor this page, as I cannot receive any email. Tnx, Ric, Sept. 15~2020

steve's picture

Ric, is your e-mail setup on another device with Outlook or another e-mail program?
Are you seeing the empty Inbox right on the Gmail website?

Hi Steve, this is the mail site, https://mail.google.com/mail/u/0/#inbox via Firefox. Inbox has one email from 4 days ago, there should be 20-50 new since then. I am not receiving any I send either,,,,

steve's picture

When you login to the mail site you are using your old @telus.net email as the username right?

I told Telus. If I wanted Google spying on me anymore than they already do, then I would have had a Gmail account instead of a Telus Account. a long time ago.
I am hearing on the Mocassin Telegraph that this is a disaster for Telus. Telus is going to lose a lot of customers and Google just got the first of many poisoned spears thrust into their large, arrogant belly.

cant get email to work why am i even fighting this you guys never answer

steve's picture

Not sure who you mean by "You Guys"? I'm assuming you mean Telus?

I have had several emails 'disappear' completely from my inbox after I have read them. I had done nothing to delete them, but they disappear spontaneously and cannot be found searching through the categories in the sidebar. The 'search' option only works if you remember most of the parameters. Luckily, I scrolled through old emails to find an email from the same source and was able to search again. This time the 'lost' email was recovered. I would have had no luck if it had been a new email from a fresh source.

steve's picture

You likely have an e-mail client like Outlook connected to the mailbox pulling the messages out. Someone would need to take a closer look.

2.5 weeks and i still haven't been able to get my telus.net email transferred. 2hrs Saturday 1 hr tonight with telus tech. they managed to change my password on this new account. I also use firefox and was told you have to change your security setting to receive and retain mail to imap and accept third party apps like firefox.

2.5 weeks and i still haven't been able to get my telus.net email transferred. 2hrs Saturday 1 hr tonight with telus tech. they managed to change my password on this new account. I also use firefox and was told you have to change your security setting to receive and retain mail to imap and accept third party apps like firefox.

steve's picture

Yes, it can be a bit tricky to find that setting in Gmail. Were you able to locate it?

Migration mess. I have 3 accounts, a main one, private one & private one for my wife. I have spent a lot of time on this since 25 September. So far: Main & wife's account migrated to Gmail but we use a Mac so it doesn't seem to be accessible through Mac Mail. The private for me will be migrated 08 October. I have 4 different passwords for use with Telus accounts, all are on my Apple Keychain. When trying to access my email accounts these passwords no longer seem to work. When I log in to My Telus & try to change them, when I hit Submit it tells me something went wrong & try again. 5 attempts on each of 3 accounts, no results. I tried the password change on the advise of my grandson who is an executive with Apple. I am so fed up I could scream. Maybe close all the accounts & start over? Ugh. Very disappointed in Telus, I have been loyal client for over 40 years. As a Telus shareholder I wonder what this migration is all about, it may help the corp or bigger business clients but it seems to be a major screw up, looking at the hundreds of people posting about it. Telus make it right!!

Attempted " migration " back on Sept 15 and still no resolution to all the problems Telus support was made aware of, What a complete mess, Telus!

Steve, have been reading some of the issues experienced by telus users when accounts migrated. Our accounts not yet migrated and I am concerned as we have to install/re-load Outlook every day. If we can't get Outlook to run properly how will we be able to access emails when they migrate to google? Suggestions.

Thank you.

steve's picture

You can access your e-mail directly from the Gmail website (Outlook is optional). If you have issues with your Outlook that may be a separate issue you need to resolve first.

Also, you have the option of using BOTH Outlook as well as Gmail.com as long as you set the account up as "IMAP".

Day one of E-Mail conversion hell. G-Mail on the web works but cannot get Thunderbird to work. Conversion goes well according to the instructions then end up in an endless loop. Enter E-Mail Address. I see two accounts chose which one you want. Enter E-Mail. I see two accounts . . . .endless loop. The second account is lost.
Not a good day.

Since changing to gmail I can no longer receive emails. When I try to access gmail under the new arrangements mu wife's email appears and seems to be OK. but I cannot access my emails no matter what. Can this be fixed? Help.

steve's picture

I cannot e-mail you a response I suppose since you will not get it. Are you able to successfully login to Gmail under your telus email address?

Well my problem stumped Telus IT. After a successful mail transition in September, I was having trouble with my new phone and getting bookmarks from Google Chrome. I learned the sync was under the administration of Telus. My browser is now controlled by Telus. This is being escalated in the IT and going to Shaw.

After over 50 years of being a Telus customer, I’m done. After having a cell phone warranted for two years according to Telus Web site fail after one year and not get repaired plus the G mail fiasco, I’ve had enough.
They bill me $250>300 each month for this crap.

Don

Has been a real headache and their support seems to have a tough time with English language. Now I am locked out of youtube to boot. Not happy with telus and I've been with them for as long as I can remember, around 30+ yrs

Currently with Telus am using POP3 to store email on my computer. Can I do the same after the switch to gmail?

steve's picture

Yes, this is possible but you have to set your Google account to "allow insecure apps" before it will work.

I can no longer log into YouTube with my Telus email address. I’m told that my administrator doesn’t allow it. How can I rectify this?

I have a new chrome book. Telus is blocking my access to google docs and google drive. After spending hours waiting for customer support and an hour speaking with them I've learned that the issue is related to the migration to gmail, but not how to fix it. I think Telus needs to be held to account for the mess they've created.

Has been a nightmare - was on phone with Telus for 4 hours and I am still not happy with the way my email works. The first technician told me to call Apple as she couldn't answer a question I had and the second tech was somewhat helpful but admitted that he knew very little about Gmail. I told him that if I want to have a gmail account I would have had one years ago. I use a Mac and use the apple Mail account which I prefer but Telus had no solutions. So now this is a real mess. It shows that I have 2 new emails but can't find them. A very unhappy customer.

This Google/email /telus switchover is a horror show. I'm just barely tech savvy and it took me all day to get email working again. I'm so annoyed that I am considering cancelling all my telus accounts.

What a disaster. Thinking of telling Telus to go you know where! What were they thinking? There was nothing wrong with the email program as it was. Did google give them a big kickback? Some executives should loose their jobs over this mess. Spent the whole day trying to find out what to do to complete the migration. Very unhappy with Telus.

steve's picture

I suspect that running email servers and managing spam was more trouble than it was worth for Telus, providing email is not a very lucrative business. They had several outages and major problems in the last couple of years which likely led to Telus wanting to outsource this to Google.

Complete cluster and no one knows what they are doing
Don’t send me an email cause I probably won’t get it.

Reply to Telus Customer Service Satisfaction Survey received Dec 3 2010
TELUS is committed to delivering the best service to our customers. Please share your ideas and thoughts on what TELUS could do differently to make your experience better.
My direct reply:
The migration to Gmail has been a headache. A telus rep called on Nov 24 to to the change but was unable to also handle the change with my ipad and my windows live mail. They said they would call back on the following Sunday. I waited all day for the return call and received nothing. Upon calling Telus again, I arranged with the rep to have someone from Tech support call me on Dec 3. Once again I wasted several hours of my day waiting for a return call which never occurred on Dec 3. To add insult to injury Telus as also arbitrarily increased my monthly internet fees by $ 5 per month even though service quality has obviously decreased dramatically.
PS I am keeping a copy of this reply to pass on to anyone I know who may also be having grief of a similar nature.

This migration is sheer crap. I had no choice in this unilateral change, just to find out it conflicts with the Windows 10 version of Outlook. Now I can't use Outlook. Unbelievable. 3 hours on hold and with Tech support, and there's no solution - except possibly Microsoft might be able to solve it! Maybe.

Is anyone having performance problems (delivery time) with Telus/Google email?

My wife managed to move to the new Telus/Google email system without encountering the worst issues reported on this blog. However, now she's experiencing excessive delivery times for new messages. I have a non-Telus gmail account and delivery times are fine, but if I send her an email it usually takes many minutes, or even hours for her to receive it. She's using an iPad Pro with MacMail, but is not experiencing any other performance/response-time problems.

Has anyone any suggestions? (Have not been able to reach Telus technical support.)

Thanks.

Had migration done - Telus to Gmail. Was able to access both mail accounts. Worked fine for a while until I had to reboot my laptop. Now Telus mail is nowhere to be found and I dont know how to get it back. Have tried to contact Pure Fibre who helped with the migration. No response back from them. Where to go from here? Telus service is not great at the best of times and it is worse now.....long, long waits.....I guess our time is not valuable. We should be able to bill them....Any suggestions from out there? Thanks

I have been a telus customer for 66 years. You know back in the days you had to promise your first born in order to get a phone. I followed their instructions to migrate my telus to google. Where are all my mail folders, and contacts. Thankfully the info is still on my defunct outlook. The instructions we marginally good, making assumptions that users had full knowledge of what they were talking about. Is there anyone out there that can give some information as an alternate server. I already have a google email and I hate how they automatically link everything together, not to mention they sell your information to third parties. I feel Telus is also hosing me on my cell phone rate. I think this is the straw that is breaking this old camels back.

Yes I'm having problems getting new Emails. I migrated to Google on the 27th Jan., since yesterday can't receive anything. Receiving enter password ...it keeps saying it's wrong.
I migrated using my webmail address which is different from my email. Could this be the problem?

I managed to migrate, but now any email I try to send is being flagged as spam: "Message not delivered. There was a problem delivering your message to ****@****. The response from the remote server was: 550 5.7.1 8FF0B922F630E This message has been blocked for containing SPAM-like characteristics. " Never had a problem before with simple email.

Can not get past first screen of migration scheduling
I also have no love of Google / Gmail
I use pop to pull my emails from a number of accounts
and so the notion that I will need to lower my security levels
in an obscure Google setting
is also quite disconcerting
Shaw internet services are looking better every day

Three different Telus tier 1 technicians tried to set up outlook after the migration to Google and each time the dates in the inbox changed from the date received to the migration date. In addition, six years of emails cannot be accessed from outlook. Before the migration, email through outlook was working just fine. After the migration, the same problems have appeared on all devices (iPhone, iPad & laptop) and all have up to date software

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