Can't reset my password for My Telus

[PeterFrost]

I have two problems:

1. I am having trouble with my Outlook account, and I was hoping to retrieve my email messages directly from my Telus account. However, I forgot my Telus password and I can't reset it because the special link gets sent to my Outlook account. My Telus account doesn't have an alternative email address because I didn't have one at the time.

2. When I phone Telus customer service, they tell me that my Telus account is improperly set up. This is a Globetrotter account that migrated to Telus 4 years ago. At the time, I was given a Telus email address and told that my billing account would be set up later. When I asked when it would be set up, they told me not to worry because the amount was "dérisoire".

I have phoned customer service several times. Once, I was given the email address of a technician and told to contact him and explain my situation. I sent him an email and have yet to receive a reply.

I get the impression that this is a special case and that there is no clear procedure for dealing with it.

[TELUS_Support]

Definitely an interesting situation. We can take a look, and we'll send you a private message to discuss further.

[FuzzyLogic]

What is the issue with your Outlook account? Possibly there is an easy solution so that you can get that back up and running.

[PeterFrost]

I've learned from Tech Support that my Outlook stopped receiving emails because an Outlook update on April 24 created an incompatibility between Outlook and the Telus server. Apparently, a lot of other Telus customers are having the same problem. Hopefully, this problem will resolve with the next Outlook update.

Old Outlook no longer supported : r/Outlook

I found my Telus password, but my Telus account doesn't recognize it. On the other hand, I can use the same password to access my Telus account indirectly, via Gmail. I'd like to thank the tech support team for explaining this problem to me and suggesting this "hack."

[FuzzyLogic]

Depending on the version of Outlook it may be that the version you have doesn't support modern authentication. GMail (what Telus uses for email) now requires this for 3rd party applications.

This post may have the answer you need to get your Outlook working:

Re: Windows live 2012 - TELUS Neighbourhood

[PeterFrost]

Yes, that seems to be the problem. Unfortunately, I would have to log into my Telus account and change the security settings. But my Telus password works only for my Gmail account and not for my Telus account.. This is what I don't understand.

There is something abnormal here. Either my Telus account is locked or it was improperly set up when it was migrated from Globetrotter to Telus. Or both.

[FuzzyLogic]

There are two different Telus accounts/passwords. One is for your billing and changes to your Telus services. The other is for your email and that's essentially a Gmail account. I suspect you need to setup an App Password in Gmail to fix the issue you are having.

[PeterFrost]

Is this the log-in for the Telus email account?

https://telusidentity.telus.com/idp/startSSO.ping?PartnerSpId=https://order.fibre.telus.com/&service...

It doesn't recognize my email password. Yet the same password allows me to retrieve Telus emails via my Gmail account.

[FuzzyLogic · Accepted solution]

That link is not for Telus email. 

To access your Telus billing and make changes to your account via a web browser:

My TELUS - Log in to manage your TELUS account | TELUS

For email:

Sign in - Google Accounts

The username should be the same but the passwords aren't necessarily so.

[KevinL15]

Hope I can piggyback on this topic. Having the same issue with accessing email via Outlook starting this week with my POP3 credentials not being accepted. Incidentally, I received no notification of this change from Telus, either this week or last year when this authentication  issue seems to have first been raised. Telus phone support Friday was not useful, apparently completely unaware of this issue.

I am on Office Home and Business 2019. The current email setup documentation says Outlook 2016 and earlier are no longer supported, implying I should still work:

https://www.telus.com/en/support/article/set-up-email-on-devices?intcmp=tcom_personal_search_1_page_...

Does anyone know exactly what versions of Outlook support upgraded authentication?

[FuzzyLogic]

Outlook 2016/2019 may or may not work. I was unable to get 2016 to work with Telus email. I currently have 2021 and it's working fine.

Microsoft claims that 2016 and above should work:

How modern authentication works for Office 2016 and Office 2019 client apps - Microsoft 365 Enterpri...

But there are differences between the retail version and the corporate license version (LTSC) so one may work and the other not.