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Email FAQ


How do I change my TELUS.net email password?

You can change your TELUS.net email password, even if you've forgotten it. To change your email password, do the following:

  1. Log in to your account. Register if you don't have one.
  2. Click Your accounts.
  3. From the TELUS High Speed section, click View details / modify.
  4. From the E-mail boxes section, click Change password.
  5. Type your new password.
  6. Click Change.

Your TELUS.net email password is changed.

How do I set up Outlook email?

Watch this tutorial to resolve this issue.

How do I set up Windows Mail, Live Mail or Apple Mail?

Watch this tutorial to resolve this issue.

How do I configure my 3rd party email client?

You can use the server settings to configure your 3rd party email client (e.g. Outlook Express). Click here to get step-by-step instructions for the main ones.

For support of 3rd party email applications or complex emails solutions, please contact our Premium Care Team.

How many email accounts do I get?

All TELUS High Speed and Dial Up plans offer at least one email account. Broadband plans (e.g. Enhanced and Extreme) come with either 5 or 10 email accounts.

How do I create a new email account?

You can click on the ‘Your Accounts’ at the top of the page to log into your TELUS Internet Services account and create new email accounts.

How do I create an email alias?

You can click on the ‘Your Accounts’ at the top of the page to log into your TELUS Internet Services account to create a new email alias.

What is the largest message I can send?

The largest message you can send is 15 MB.

How long will a message be stored in my IMAP/Webmail "Deleted Items" folder?

Effective April 30, 2011 messages that have placed into your IMAP/Webmail "Deleted Items" folder will be removed after 30 days of the move. IMAP/Webmail emails are only stored on the server, so please be aware that once these emails are deleted they cannot be restored. We recommend if you would like to keep a certain message that you create a new folder in which to store it. If you are using POP email as the way to retrieve your messages, then this change will not apply to you. You will have to remove the emails from your "Deleted Items" folder manually.

What is Webmail?

Webmail is a free, web-based email program offered to all High Speed clients. The program is based on next generation AJAX technology to enable to you manage all your messages and contacts from one place. It also includes many convenient features such as an integrated music player and photo slide shows.

How do I access Webmail?

TELUS Webmail is located at ‘webmail.telus.net’. You can log-in using the username or email address and password provided when you signed up. There is also a link and log-in widget from the mytelus.com home page.

Note: TELUS Webmail is not compatible with Internet Explorer 9

How do I access Webmail from my mobile phone?

You can visit ‘mobile.telus.net’ on your phone’s WAP browser to access TELUS Webmail from your phone. Alternatively, TELUS mobility clients can use the MyEmail product to access their messages.

How does the address book work?

You can store your contact’s names, email address, postal address and more in your Webmail address book then search or sort by name the next time you need to view their information. TELUS Webmail will also remember the email addresses assigned to each name when writing a new email so you don’t have to.

Can I access my Webmail address book from my mobile phone?

Yes. You can visit ‘mobile.telus.net’ from your phone’s WAP browser to access both your messages and contacts.

How many contacts can I store in Webmail?

You can store 1,000 contacts in the Webmail Address Book.

What is the storage limit of Webmail?

All clients since August 2006 receive 100MB of storage.

Can I use both Webmail and a 3rd party email client?

Yes. We recommend that you set your 3rd party email client incoming server settings to ‘imap.telus.net’ if you intend to access your email from multiple locations or devices.

How do I turn Spam Control on?

Spam Control is provided to all TELUS Dial-up and TELUS High Speed customers with the "tag" option turned on. You don't need to activate or download anything.

What are the different levels of Spam Control available to me?

Spam Control defaults to the Tag option.

Service options to choose from include tag, delete or opt out. To change these options, please follow the instructions below. Once you change an option, it may take up to 30 minutes to become effective.

  Tag

This is the option that we recommend and is provided to TELUS Internet customers by default.

You continue to see all of your e-mail but now you can easily identify spam, as TELUS inserts the following text into the subject line, "*TELUS Detected Spam.*", for example: *TELUS Detected Spam.* WIN free money.

You can also create folders in your email client to move spam into a designated folder. Please visit the help instructions of your email client on how to create folders.

You can change the Spam Control option to Delete or Opt Out at any time.

  Delete

This option deletes all email Spam Control identifies as spam at the server level. You do not receive spam in your mailbox.

This option is beneficial when allowing children to use email. Since a lot of spam is of an adult nature, Spam Control helps prevent children from viewing adult content.

Please note: If you choose the "delete" option, you cannot view your spam, as it is deleted before it reaches your mailbox.

  Opt Out

Your incoming email is not scanned for spam. All of your email is delivered as usual.

Will Spam Control detect all spam?

Although the service will detect the majority of spam, there will be cases where spam may not be detected. This is usually because spammers have created and used a new format for which detection rules have not yet been set up. The rules for Spam Control are updated as often as every 15 minutes to stay current with the methods spammers use.

Can I change my options more than once?

Yes, the options can be changed as many times as you like. If you have opted out of the service, you can opt back in at anytime. Once you change an option, it may take up to 30 minutes to become effective.

Will Spam Control delete any of my legitimate email?

Yes, the options can be changed as many times as you like. If you have opted out of the service, you can opt back in at anytime. Once you change an option, it may take up to 30 minutes to become effective.

Does Spam Control help prevent viruses from infecting my computer?

Spam Control helps prevent viruses from infecting computers, as many viruses are spread by email. Spam Control identifies most email viruses as spam, then either tags or deletes them, per your selected Spam option. In addition, we recommend that you install and use Anti-Virus protection to help detect and protect your computer from harmful viruses.

Will Spam Control affect my email performance?

TELUS Spam Control is a high-performance solution that will not slow down the time it takes to receive or deliver your email.

Do all TELUS Internet customers get Spam Control?

TELUS Spam Control is a high-performance solution that will not slow down the time it takes to receive or deliver your email.

How do I report a message as Spam?

If you are receiving spam email that TELUS Spam Control is not identifying (tagging or deleting) as spam, please let us know so. Simply attach the original email and forward to report_spam@telus.net as soon as possible and we will analyze the email and, if required, modify the filtering rules.

You can also report a message as spam or not spam within TELUS Webmail at the click of a button


Report spam - TELUS Webmail

  1. Open and log into TELUS Webmail.
  2. Select the email(s) you would like to report.
  3. Click on the Spam button above the email(s).
  4. The message will be automatically reported.


Report non-spam - TELUS Webmail

  1. Open and log into TELUS Webmail.
  2. Select the email(s) you would like to report.
  3. Click on the Not Spam button above the email(s).
  4. The message will be automatically reported as Not Spam.

You get an error message: "unable to locate server" or "host could not be found"

Step 1:Ensure you are connected to the Internet

Before opening your email application and checking for new messages, double-check and make sure you're successfully connected to the Internet. You can do so by trying to surf to a Web page such as http://www.mytelus.com.

If you are unable to surf to a Web page, please refer to troubleshooting your high speed connection or troubleshooting your dial-up connection.

Step 2: Check your email settings

There may be an incorrect setting or a spelling error in your TELUS Internet email server address. The correct server settings are:

  • Server type: POP3
  • Incoming (POP) server: pop.telus.net
  • Outgoing (SMTP) server: smtp.telus.net

Step 3: Ensure you're not affected by the HSIA Security Measures Policy

TELUS has introduced a number of security measures to the ADSL network to help provide you with a safe, enjoyable Internet experience. These measures will help reduce the risk of virus infection to your PC, reduce spam in your email, and increase network integrity. TELUS High Speed subscribers with a dynamic IP address should review our Security Measures Policy.

You get an error message: "bad or invalid password"

If you receive a password error while trying to get your email, try the following steps to troubleshoot the problem. You will need your TELUS email username and password to complete these steps. Both the username and password must always be entered in lower case letters with no spaces.

  1. Check to see if the Caps Lock key is turned on. If it is, turn it off and try again.
  2. Erase and retype both the username and password in lowercase letters.
  3. Restart your computer and try again.
  4. Try to access your email using TELUS Webmail.

You get an error message: "POP Lock"

If you receive the error "The POP3 Server Responded: POP Lock Busy, Is Another Session Active" then another message saying your password is incorrect, the mail server has locked you out. This error is in place as a security feature where the mail server will lock you out for 10 minutes or more if there are two simultaneous attempts to access your mailbox.

POP Lock errors can be caused by:

  • Accidentally double-clicking the Send/Receive or Get Mail button.
  • Clicking the Send/Receive or Get Mail button while the email program is already downloading your messages
  • Trying to use Webmail and your regular email program (Netscape, Outlook Express) at the same time.
  • Trying to get your email at the same time as another person who uses your account.
  • Cancelling a large email download and immediately clicking Send/Receive or Get Mail before the email program has been able to properly cancel the previous download.

Follow these steps to resolve the POP Lock error:

Step 1: Do not check your email for at least 10 minutes

Either disconnect your Internet connection or close your email program and ensure it does not continue automatically checking for email messages.
NOTE: If you continue to try and check for email before the POP Lock error has cleared it will cause the error again and restart the time required for it to be cleared.

Step 2: After 10 minutes has passed try checking your email again.

If you still receive a POP Lock error repeat Step 1 but instead wait 20 minutes this time.
If the error persists proceed to step 3.

Step 3: Check for large email messages using Webmail

Webmail is a web-based email program offered free to all High Speed clients. You can easily check for large email messages here or use this as a replacement for your old email client.

  • Open a Web browser and go to http://webmail.telus.net.
  • Log in with your TELUS email username and password.
  • Webmail will display all your email messages waiting to be downloaded.
  • The Size column on the far right will show the size of each message (you can also click on the column to sort by largest messages).
  • Look for any unusually large messages, as shown below.
  • Place a check mark (in the far left column) next to the message you want to remove.
  • Click Delete.
  • When you're finished using Webmail click the Logout button at the top right.
  • Once you're logged out you can close your browser and try checking your email again from your old email program.

You get an error message: "relaying email is not allowed"

If you receive the error "550 relaying mail is not allowed" while sending an email it is because you are not connected to TELUS and are still attempting to use a TELUS mail server. In order to send email using the TELUS mail server 'smtp.telus.net' you must be connected to the Internet with a TELUS connection. If you are connected to another Internet service provider such as Shaw or AOL the TELUS mail server will not allow you to send email messages through it.

Step 1: Connect to TELUS

If you would like to send an email message through a TELUS mail server disconnect from your current provider and connect to TELUS.

Step 2: Change your e-mail settings

If you are unable to connect to TELUS you can set up your email program to use the outgoing mail server of the Internet service provider you are presently connected to. Contact the Internet service provider you are connected to and ask them for their SMTP or Outgoing mail server. Change the settings in your email program, replacing the TELUS SMTP server with the other provider's SMTP server.

Step 3: Use TELUS Webmail to send and receive email

If you are unable to connect to TELUS try using TELUS Webmail instead. Webmail is a tool provided by TELUS which allows you to check your email messages by using a Web browser.

You're not receiving email

If someone is saying they have been sending you email, but it hasn't arrived yet, they may have misspelled your email address, or didn't have your correct email address, or there may be a mail server delay. When someone sends you an email, there are two places where a delay may occur: the mail server which they send messages through (their Internet Service Provider's server), and the mail server through which you receive messages (the TELUS server). Sometimes either server can be slow if there is an overload of email to process at any particular time.

The major server performance factors which determine email service delivery are mostly determined by the following:

  • The ISP (Internet Service Provider, such as TELUS Internet Services) which processes the email and sends it out to the Internet.
  • The traffic volume and capacity of the part of the Internet involved in routing the piece of email, as well as the computers along the mail delivery route.
  • The other ISP which receives the email at the other end, and stores it in the system for the intended recipient to retrieve.
  • The traffic pattern at the time (e.g. it will be slower during peak times).
  • The other user activities at the time.

For instance, if your friend is using a different ISP and sends you an email, the speed of processing the email by TELUS is only one part of the overall process. There could be a delay at any point in the process: at our servers, the friend's ISP, or the Internet itself. Unfortunately, the problem can also be random in nature, making it harder to determine which part of the process is failing. If the mailing process is carried out during an off-peak time, the two persons will have a higher chance of experiencing faster mail delivery because of less network traffic. We continually work hard to ensure that our email service is speedy, and is not a performance "bottleneck" in the overall process.

If you still have further concerns or inquiries, please contact the TELUS Internet services helpdesk at 1-877-310-TECH (1-877-310-8324). Please provide specifics regarding the problem you're experiencing such as exact date and time when it occurs, what operations you are trying to perform, the sender's address and the system response time experienced by you and the sender. These specifics will help our staff in their troubleshooting efforts.

Your email is slow in getting to you

Large email messages, which contain pictures or attachments, may take a long time to download from the TELUS mail server to your computer. If the email is too large, several MB (megabytes) in size, or the attachment is not properly coded, you may not be able to download that message at all. Unfortunately, the large message will also block any new messages from arriving.

Check for large email messages using Webmail

Webmail is a web-based email program offered free to all High Speed clients. You can easily check for large email messages here or use this as a replacement for your old email client.

  • Open a Web browser and go to http://webmail.telus.net.
  • Log in with your TELUS email username and password.
  • Webmail will display all your email messages waiting to be downloaded.
  • The Size column on the far right will show the size of each message (you can also click on the column to sort by largest messages).
  • Look for any unusually large messages, as shown below.
  • Place a check mark (in the far left column) next to the message you want to remove.
  • Click Delete.
  • When you're finished using Webmail click the Logout button at the top right.
  • Once you're logged out you can close your browser and try checking your email again from your old email program.

You receive an "undeliverable mail" postmaster response

Large email messages, which contain pictures or attachments, may take a long time to download from the TELUS mail server to your computer. If the email is too large, several MB (megabytes) in size, or the attachment is not properly coded, you may not be able to download that message at all. Unfortunately, the large message will also block any new messages from arriving.

Check for large email messages using Webmail

Webmail is a web-based email program offered free to all High Speed clients. You can easily check for large email messages here or use this as a replacement for your old email client.

  • Open a Web browser and go to http://webmail.telus.net.
  • Log in with your TELUS email username and password.
  • Webmail will display all your email messages waiting to be downloaded.
  • The Size column on the far right will show the size of each message (you can also click on the column to sort by largest messages).
  • Look for any unusually large messages, as shown below.
  • Place a check mark (in the far left column) next to the message you want to remove.
  • Click Delete.
  • When you're finished using Webmail click the Logout button at the top right.
  • Once you're logged out you can close your browser and try checking your email again from your old email program.

Where can I get more support?

TELUS clients can click here to run a PC Health Check or click here to chat live with a TELUS agent. For support of 3rd party email applications or complex emails solutions, please contact our Premium Care Team.