Frequently asked questions: TELUS email powered by Google

Why is TELUS migrating my email?

We want to provide you with the best possible email experience. Unfortunately, our current infrastructure is not able to support your long-term needs pertaining to the reliability and security of your email, and moving to a cloud-based platform aligns with industry standards.

Once your email account is migrated, you will benefit from:

• Triple your current storage space from 5 GB to 15 GB
• The ability to easily share your calendar with friends and family
• Being able to check your email on any device
• Improved reliability and security for your peace of mind

For more information, visit telus.com/email.

Will my @telus.net email address change?

No, your email address(es) ending in @telus.net or @telusplanet.net will not change.

What exactly is being migrated?

We will migrate all your email addresses (including aliases), emails, contacts and calendar events saved in our email platform. Any attachments in your emails, such as pictures, will also be migrated as long as each attachment is under 25 MB in size.

Will I lose any emails or contacts?

No, you will not lose any emails or contacts saved on our email platform. If you stored emails, contacts or calendar events in your specific email program and deleted them from our email platform, we will not be able to migrate such items.

It is a good practice to make sure you have a backup copy of your emails to prevent the loss of any content. Please check with your email program provider (e.g. Microsoft, Apple, etc.) for specific instructions on how to back up your content.

Will I lose my aliases?

No, your aliases are also being migrated. You will still be able to send and receive emails from your aliases. You can find out more on our Aliases support page.

When will my migration take place?

When it's most convenient for you. Upon receiving an invitation to schedule your migration, you will be able to see the dates available for migration. Once you select a date, we will send you 2 reminders prior to the migration and one reminder on the day of the migration.

In 2021, we will only support our newest email platform, which means all accounts will be migrated. If you do not pick a date, we will have to pick one for you and we will notify you.

What do I need to do?

To migrate your account, you will be asked to complete three different steps:

1. Schedule your migration
2. Activate your account in Google
3. Set up your email on your devices

To complete the very first step, log in to TELUS Webmail and the first page you will see will walk you through the scheduling step.

For more information on the migration process, visit telus.com/email.

Can I still use my current email application, such as Outlook?

While we do recommend using mail.google.com and the Gmail app for the best experience, you can configure your existing email program/app to access your TELUS email powered by Google. You will have to follow some steps to set up your email on a computer or on a mobile device. Visit telus.com/setup for the tutorials on how to do this.

Can I opt out of the migration?

No, we will be migrating all accounts over to our new platform and we will not be supporting our existing platform starting in 2021. You will continue enjoying what you love about your TELUS email in a more secure and reliable platform.

To avoid moving to the new platform, your email account would have to be closed.

Why is TELUS partnering with Google?

We have partnered with Google as they are one of the best and most recognizable names in the industry. The Google platform that customers are migrating to is the enterprise-grade G Suite (also known as Google Workspaces), trusted by governments, universities and leading businesses around the globe, including TELUS.

Customers are not being migrated to the publicly available Gmail product and data remains under the governance of TELUS's stringent privacy protocols, in alignment with the TELUS Privacy Management Program. For more details on our Privacy Management Program and privacy policy, see telus.com/privacy.

Will Google have access to my data?

While your data will be stored in Google's network of geographically distributed data centres, TELUS maintains a robust information security governance program to protect your personal information with appropriate security safeguards. We safeguard customer data through administrative, physical and technical security controls.

Will I get ads once I’m migrated?

No, you will not. Unlike the publicly available Gmail product, your TELUS email account will continue to be ad-free.

Am I getting a Gmail account?

No, you are not. You email address(es) ending in @telus.net or @telusplanet.net will not change. What is changing is the way you access your email and where your email is stored.

For access to your email via a web browser, instead of going to webmail.telus.net, you will now go to mail.google.com or gmail.com.

Who will handle my tech support now, TELUS or Google?

We will continue to assist you with your questions regarding TELUS email. All the information regarding your email account migration can be found at telus.com/email.

In addition to that, we understand that using a new platform might take some time to learn. Google offers support and tutorials on using Gmail, which you can find at support.google.com/mail.

We will happily assist you with any TELUS email questions you might have.

I have active Gmail accounts. Will the new TELUS email merge with them?

No, each of these accounts will be separate. Google makes it easy for you to toggle between your accounts with a simple click on your account image or initial at the top right of the window displaying your inbox.

Where is my data stored?

Your data will now be stored in Google's network of geographically distributed data centres. However, the protection and control of your personal information will continue to be by TELUS. Additionally, as per our privacy policy, personal information collected by TELUS will be stored and processed in Canada or other countries. For more information on TELUS privacy policies visit telus.com/privacy.

Is my data encrypted in transit and at rest?

Yes. Email messages (including attachments) and calendar events (including their descriptions) are encrypted in transit and at rest.

Data is encrypted at several levels. Google forces HTTPS (Hypertext Transfer Protocol Secure) for all transmissions between users and G Suite services and uses Perfect Forward Secrecy (PFS) for all its services. Google also encrypts message transmissions with other mail servers using 256-bit Transport Layer Security (TLS) and utilizes 2048 RSA encryption keys for the validation and key exchange phases. This protects message communications when client users send and receive emails with external parties also using TLS.

How do I schedule my migration?

Once you receive your invitation to schedule via email, simply log in to TELUS Webmail (webmail.telus.net) to securely schedule your migration. If you forgot your password, simply go to telus.com/reset for instructions on how to reset it using one of our self-serve tools.

For help completing this step, visit telus.com/ScheduleMigration.

What if I haven’t received an invitation to migrate yet?

If you haven't yet received an invitation to schedule your migration, you can request one via the TELUS My Wi-Fi app. For more information, visit telus.com/ScheduleMigration.

Why am I being taken to webmail.telus.net to schedule the migration?

TELUS Webmail (webmail.telus.net) is the web browser access to your TELUS email before migration. By logging in to TELUS Webmail, you can securely choose the details of your migration.

Simply enter your TELUS email credentials to log in. If you forgot your password, go to telus.com/reset for instructions on how to reset it using one of our self-serve tools.

What if I don’t schedule my migration?

We will be migrating all accounts over to our new platform and we will not be supporting our existing platform starting in 2021. You will continue enjoying what you love about your TELUS email, in a more secure and reliable platform.

By scheduling your migration, you get to choose the exact date you want this transition to take place, and how you expect us to communicate any updates pertaining to your migration. If you do not schedule your migration, we will choose a date for you and we will communicate this change only via email.

Scheduling takes only a few minutes and you can take control of your migration experience.

I don’t know my password. How do I change it?

If you forgot your password, simply go to telus.com/reset for instructions on how to reset it using one of our self-serve tools. You can then go back to TELUS Webmail and enter the new password in order to schedule your migration.

Where can I view all the TELUS email accounts under my Internet subscription?

You can view all TELUS email accounts created under your internet subscription by logging into My TELUS (myaccount.telus.com). Once there, go to Internet, then select your service address. On the next page, select the Email tab. Listed here are all the TELUS email mailboxes in your Internet account. You can manage your aliases from here as well as change your password.

Why do I have to choose a login email address?

If you have multiple aliases, in Webmail you were able to log in to your email account with any of these aliases. For the migration, you will have to select one of them for your login information only.

Note: You will not lose any of your aliases. You're simply picking the one to log in to your account. After your migration is complete, you may edit your username details by logging in to your My TELUS account.

Why is TELUS asking me to provide a contact phone number or email address?

On the day you select to have your account migrated, you will not be able to send or receive emails until you complete this step: Activate your account in Google.

We ask for your contact phone number or alternative email address in order to notify you that your account has been successfully migrated and to provide you with further instructions you need to complete that day in order to activate your account and continue using your email.

We will only use the information you provide us for the purposes of your TELUS email migration.

What if I didn't receive my 6-digit verification code?

If you have entered a phone number, ensure it is a mobile phone number as the notification you will receive will be sent via text message. Ensure there are no typos in the number you've entered.

If you have entered an email address, ensure you correct any typos.

If all the information is correct, click on the Resend button and another code will be sent to you. If this issue persists, contact us.

At what time will my migration be completed?

We will complete your account migration in the early hours of the day on which you select to have your account migrated. We will proceed to notify you early in the morning using the contact information you provided.

How will I know my migration has been completed?

We will send you a text message or an email to the contact information you provided when you selected your migration date. This email or text message will contain the steps required in order to activate your account on that day.

Is there anything I need to do after I scheduled my migration?

Upon selecting your migration preferences, we will send you an email recapping the information you provided and outlining the next steps to be completed on the day of your migration and after. After you schedule your migration, we ask that you print the email we sent you and/or bookmark the following pages as you will need them on the day of your migration: telus.com/steps.

Can I change my migration date after I selected one?

No, we are not able to change dates once they have been selected. If you are not able to activate your account on the day of your migration, you can do it when you are ready. Your message will be waiting for you when you complete that step.

Why can't I access my email on my phone or computer?

We have completed your email account migration, but there's one step you need to complete in order to continue sending and receiving email: Activate your account in Google.

The step-by-step instructions are available at telus.com/steps.

Once you complete these steps, you will have to take extra steps to set up your email on your devices. The tutorials for completing this step are available at telus.com/SetUp.

Why do I need to activate my TELUS email account in Google?

When we notify you that your email migration has been completed, you will need to activate your account in Google, which is the way you securely log in to your account for the first time in the new platform.

How do I activate my TELUS email account in Google?

When we notify you that your email migration has been completed, visit mail.google.com/a/telus.net and enter your email address, followed by your password. You will be asked to set up a new strong password, and confirm your account recovery information (if previously provided on Webmail).

The step-by-step instructions are available at telus.com/steps.

Once you complete these steps, you will have to take extra steps to set up your email on your devices. The tutorials for completing this step are available at telus.com/SetUp.

Why is Google asking me to create a new password?

As part of your account activation process, we are taking every precaution to ensure we protect your account. You will be asked to reset your password when you activate your account as a means of ensuring your password meets our strong security criteria. Having a strong password is important as it makes it harder for someone else to guess it and gain access to your account.

I'm seeing a screen that says "Choose an account" when trying to activate my account. What does that mean?

If during your account activation in Google you are presented with a "Choose an account" screen, it means that you once created an account in Google using your TELUS email address.

Please follow the steps to complete your email account activation.

I am not able to sign in. What should I do?

If you can't activate your account in Google on the day of your migration, please check on these:

1. Make sure you are entering the email address you picked when you scheduled your migration
2. If you forgot your password, simply go to telus.com/reset for instructions on how to reset it using one of our self-serve tools and then come back to the account activation screen. Do not follow the password reset tools in Google as they will not work given that you haven't yet activated the account on their platform
3. If you were presented with the Choose an account screen in Google, do not follow the regular account activation steps, but follow these steps instead

Why am I being asked to provide a recovery phone number and a recovery email address?

This will help you to easily reset your password if you ever forget it. If you have already entered this information in WebMail, you will simply confirm this information is still current during the activation of your account.

Having recovery methods also helps verify that it is you signing in or to reach you if there’s suspicious activity in your account.

What can I do if my password is not working or if I've forgotten it?

If you forgot your password, simply go to telus.com/reset for instructions on how to reset it using one of our self-serve tools and then come back to the account activation screen. Do not follow the password reset tools in Google as they will not work given that you haven't yet activated the account on their platform.

Will I not be able to access my email through webmail.telus.net anymore?

No, once your email account is migrated, you will no longer be able to access your email via Webmail. If you happen to go to Webmail after your migration date, you will be automatically redirected to mail.google.com.

We recommend that you bookmark this new page for easier access in the future.

Why is my email not working on my phone, tablet or computer and how can I get it to work?

When we notify you that your email migration has been completed, you will first have to activate your email account in Google (by visiting mail.google.com/a/telus.net).

Once you complete these steps, you will have to take extra steps to set up your email on your devices. The tutorials for completing this step are available at telus.com/SetUp. If you do not complete these steps, you will not be able to refresh your email on your email programs, nor will you be able to send or receive email using those programs.

I can't find all my emails. Where are they?

There are a few possible reasons why you are not seeing all your emails after your migration date:

1. If you're using Gmail on a web browser, you will only be able to see 50 or 25 emails at a time before having to go to the next page in your inbox. To go to the next page of your inbox, click on the right arrow located at the top of your inbox next to the total number of emails
2. If you saved emails, contacts or calendar events in your specific email program and deleted them from our email platform, we will not be able to migrate such items. If you need assistance with locating files on your computer we encourage you to work with your personal IT professional or company

I can't find all my contacts. Where are they?

There are 2 possible reasons you are not seeing all your emails after your migration date:

1. If you're using Gmail on a web browser, your contacts can be viewed and managed at contacts.google.com
2. If you saved contacts in your specific email program (e.g. Outlook) and deleted them from our email platform, we will not be able to migrate such items. You will have to import these contacts to your new TELUS email. To do that, select the Import option on the left side menu at contacts.google.com

I can't find my calendar. Where is it?

The easiest way to navigate to your calendar is to go to calendar.google.com.

You can also access a more compressed version of your calendar right from your inbox. Click on the calendar icon on the right-side menu.

How can I add another alias?

Managing your aliases is easy. All you need to do is log in to My TELUS, navigate to the Internet tab on the menu at the top, select the Email tab and you will see all your TELUS email accounts. From there, you can select Manage email aliases to add, remove or edit them.

How can I change my username/login email address?

You can easily change your username by logging in to My TELUS. Next, navigate to the Internet tab on the menu at the top, select the Email tab and you will see all your TELUS email accounts. From there, you can select Rename email account to change your username.

Why are my email folders appearing out of their previously arranged order?

In the new TELUS email powered by Google, we display labels (folders) in alphabetical order. If you need to have a particular label at the top of the list, add a symbol (~,*,^) to the beginning of its name. For example *TELUS.

Why can I only see 50 emails?

When using Gmail on a web browser to access TELUS email, the default number of emails you can view per page in your inbox is 50. You can change this by going to Settings, and under "Maximum page size" changing this. You can only change this view to display up to 100 emails per page. You can also use the < and > arrows at the top of your inbox to navigate to more pages.

How can I make my email more secure?

You can improve the security of your email account by using the Gmail interface, or a modern application like Windows 10 Mail, Thunderbird or Apple's Mail on your computer. Using the Gmail app on your smartphone or tablet is another way to ensure your account is secure. We also recommend that you do not use applications that require you to have Less Secure Apps turned on as this can allow someone access to your account without your knowledge.

Why am I seeing spam now on Google?

On Google, any spam is placed in the "Spam" folder where you can catch any misdirected mail. If you don't take action, emails in this folder are automatically deleted in 30 days.

How do I set up forwarding on TELUS email now?

You can set up your account to continue to have your emails automatically forwarded to another email addresss. When you set up email forwarding, the destination address will need to accept forwarded emails from your telus.net address. You can learn more about this by reading this Google Support article on how to automatically forward Gmail messages to another account.

Is there a tutorial to help me use the new interface in Google?

Yes. Visit the following Google Support sites for questions about your email, calendar and contacts:

• support.google.com/mail
• support.google.com/calendar
• support.google.com/contacts

We have also created some how-to videos to help you use the new interface.

How can I access the settings?

Using Gmail on a web browser, go to the top of your inbox and select the gear icon. This will open the Quick settings view. You can then select See all settings.