Troubleshoot voicemail access problems

How to solve 4 common voicemail access issues

  1. My mailbox is locked
  2. I can’t remember my password
  3. First time access and set-up
  4. The mailbox is not responding when I press a key

My mailbox is locked

If the password for your voicemail was entered incorrectly three times in the same session then, as a security measure, the voicemail will be inaccessible for a short period of time. Follow the steps below:

  1. Hang up
  2. Wait for 5 to 10 minutes
  3. The mailbox will unlock. Access your mailbox and try our password again

I can’t remember my password

Reset your password over the phone

  1. Call TELUS Interactive Voice Response (IVR) at 1-888-811-2323
  2. From the main menu select 1 for account balance, payment options and self-serve
  3. Select 3 to reset voicemail password
  4. You will be prompted to enter your TELUS account identification number or PIN. You can find your account identification number online from My TELUS or from your monthly invoice
    Note: The PIN is the last 4 digits of your account number (as circled below), unless you’ve specifically requested it be changed.
  5. Your password will be set to your 10-digit home phone number. After the prompt, press 1 or say "Yes” to confirm. Password reset may take a few minutes, so access your mailbox later and follow the prompts to change it to a personal password

Reset your password online

  1. Log in to My TELUS
  2. On the account overview page, select Reset voicemail password

  3. You will be redirected to the Classic site
  4. Click on Reset voicemail password again on the right side of the screen
  5. Your password will be changed to your 10-digit phone number

First time access and set-up

Your mailbox number is your 10-digit phone number (your area code followed by your phone number).

To set up voicemail from your home phone

  1. Dial *98
  2. When asked to enter your password for the first time, enter your 10 digit phone number.
  3. Follow the recorded instructions to:
    • Create your permanent password. Your password must be between 4 and 15 digits long. Choose a password that is hard for others to guess. Avoid using repetitive and sequential numbers such as 1111, 1234 etc
    • Next, choose whether you want to bypass your password when calling from your own phone.
      Note: To protect your privacy and security, TELUS recommends you do not select the bypass option but instead require password use at all times by pressing * when prompted
    • Record your name
    • Record your personal greeting. This greeting is what callers will hear before they leave a message for you
  4. Your mailbox is now ready to use
  5. You can also check messages and manage your mailbox settings online including forwarding your voicemail to your e-mail. online. Please refer to Setting up your Web Access for additional steps
  6. If you subscribe to Family Extension option, please refer to Family Extension mailbox set-up for additional steps
  7. Press ** to exit. Whenever you exit your mailbox, you should press * until the system says "Goodbye"

Visit Home phone voicemail setup for detailed information on voicemail features.

The mailbox is not responding when I press a key

If you can’t access your voicemail or the system is not responding, verify that your phone is set to tone and not pulse. To activate tone:

  1. On your phone look for a switch that allows you to set your phone to tone. This is typically located along the sides of the phone
  2. Switch to tone

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