Telus Mobility Login

[cstil]

Anyone else having problems accessing the My Telus login page?  When I try to log in, I receive a "Verify you are human" page and they want you to tick a box.  This comes up three times before it takes me to the login page.  I enter my info and it comes up that the Telus login page in undergoing maintenance.  This has been the message for quite a number of days now and I cannot find anywhere where is says this is truly the case.  If it is,  does anyone know how long it will be down? Frustrating!

[Nighthawk · Accepted solution]

Make sure you're not using a VPN. That can cause issues with logging in.

[C_Fun]

The verification step is part of our security measures, but it shouldn't keep repeating like that. We’re not aware of any ongoing maintenance at the moment. Please try clearing your browser cache and cookies or using a different browser to see if that helps.

[YabbidyDabbidy]

There are definitely problems with your login page:  (1) It is impossible to login with an older browser.  Many of your customers are still running Windows 8.1 and have browsers that are 18 months old.

(2) It consistently takes 3 minutes or more for the verification code to arrive by email.  (3) "Trust this device" does nothing - the 2FA occurs every time.

I understand the need for security, but when users consistently experience difficulty logging in, you've gone too far.  You are making it difficult for people to pay their bill !

[YabbidyDabbidy]

There is definitely a problem with your login verification:

1) It does not work at all on older browsers.  Many of your customers are undoubtedly still on Windows 8.1, and are using browsers that are 18 months old.  They cannot log in.

2) Most of the time, email verification takes 3 minutes to arrive, although sometimes it arrives within seconds.

3) "Trust this device" doesn't seem to do anything at all, 2FA is required every single time (yes, I've checked my cookie settings)

I understand the importance of tight security, but when you make it a problem for your customers to log on and pay their bills, you've gone too far.  Of the 2 dozen or so sites I regularly log into, Telus is by far the most difficult.

Add to this the fact that the "community" is the only way to get support outside of "X" (a platform millions of people are boycotting), it really comes across like Telus doesn't ever want to actually deal with a customer, even for billing issues. It's a bad look.

[Blue_Tree34]

Same here!

We use an older Macbook, running likely an older version of Chrome and Opera. On Opera, nothing on telus.com works, so we're left with Chrome. The 'check you're a human' request box just keeps looping, over & over. I closed the window and re-opened, and then was invited to receive + enter the security code. (In our case, I recognize a slightly outdate browser, but it's the version our Mac can support at this time)..

[cstil]

Thanks for answering my inquiry. I cleared my browser cache and cookies, and the only difference it made was I only got the verification request once instead of multiple times. I then tried using Microsoft Edge as opposed to Chrome which I was using but it still comes up that the site is under maintenance . "Try again shortly". But that has been days now.

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Cathy Stiles

[Nighthawk]

Does the login page you are trying to use have a URL of https://www.telus.com/telus-login-v2?service_type=mytelus ? I have no problem logging in to my Telus account from that one. It may also not hurt to try a different browser just in case. I'm using Chrome on Windows currently.

[cstil]

Thanks for answering. Yes. That is the URL I use for My Telus and it still comes up that the site is down for maintenance. I also tried using Microsoft Edge browser as I was using Chrome but it made no difference.

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Cathy Stiles

[Nighthawk · Accepted solution]

Make sure you're not using a VPN. That can cause issues with logging in.

[cstil · Accepted solution]

I have just recently started A VPN. Thanks for the heads up. I will try to disable it.

Cathy Stiles

[cstil]

Thanks for the suggestion about the VPN.  I turned it off and I was able to get into MyTelus for the first time in quite a number of days.

[Rocky3]

OMG. Telus wants extra security to log in and without a blub saying "turn off VPN" to access Telus by removing the extra security of your browser to securely log into your password protected account.

What a merry go round.