Foire aux questions : transition du courriel TELUS

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

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/emailreset for instructions on how to reset it using one of our self-serve tools.

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

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

If you haven't yet received an invitation to schedule your migration, visit telus.com/BusinessScheduleMigration for more information.

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/emailreset or 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/emailreset 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/stepsbusiness.

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.