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Staying Secure Together

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What do I do if I’m a victim of/or have been targeted by fraudulent activity?

If you are a victim of fraud or worry that you or another TELUS customer may have been targeted, please report this activity as soon as possible to fraud@telus.com.

For immediate assistance, please contact our Customer Support team at *611 on your TELUS mobile phone or 1-866-558-2273 (*611 on your TELUS mobile phone) or 1-888-811-2323 for TELUS Home Phone, Internet and TV.

How can I report spam on my telus.net email account?

If you receive spam on your telus.net email account, please send the email directly to report_spam@telus.net along with the email header information.

Instructions on how to include the email header can be found here: Internet Abuse - FAQ

What is Spam?

Spam is unsolicited email, the equivalent of junk mail, usually sent in bulk to advertise a service. Comparatively, phishing emails are designed to dupe you into revealing personal information by unleashing malicious software when you click a link or attachment.


How can I report phishing on my telus.net email account?

If you receive phishing emails on your telus.net email account, please send the email directly to report_phishing@telus.net along with the email header information.


Why does TELUS ask me to provide personal information online?

Our goal is to make your online interaction with TELUS as valuable as possible by providing you with a personalized Web experience. To deliver information that is relevant to your needs, we will collect some personal information online.

We promise to protect the information you provide online in the same way we protect all our customer information.

We take privacy seriously, as you can see in our privacy commitment . TELUS will not share your e-mail address with anyone outside of our company; nor will we disclose any other information you provide to outside parties.


How do I know the information I provide is kept secure?

Your TELUS account is not automatically accessible via the Internet. Once you request online access to your account, we request specific information about you and your account to confirm your identity.

We then use several security measures to confirm this information, and only then do we allow online access to your account information.


What specific measures does TELUS take to secure my online transactions?

We use several technological tools to provide security on our websites, including:

Secure Socket Layer (SSL): protects the information you transmit and prevents interception by unauthorized parties. SSL is an industry standard protocol used for secure communication between your Web browser and the Web server. It provides authentication, data integrity and encryption.


  • Data integrity: the Secure Socket Layer ensures that any alteration to the contents of your message, either intentional or by accident, will be identified and handled in an appropriate manner.
  • Encryption: the Secure Socket Layer encrypts or "scrambles" the content of your message as it travels across the Internet, making it difficult for unauthorized interceptors to understand. Encryption codes the information in your message, ensuring that it can only be decoded by the TELUS Web server.
  • Firewall: a device that separates computers with sensitive information on an internal network from an external network such as the Internet. Its purpose is to limit the types of traffic that enter the internal network to prevent malicious attacks on internal computers.


Verisign Secure Site Seal: the TELUS website uses Verisign, the strongest security available for websites. You can validate computer server IDs and status at any time by clicking on the Verisign logo.

Authentication: confirms that you are who you say you are, and verifies that you are communicating with the TELUS Web server. There are two parts to the authentication process:


  • The Secure Socket Layer uses digital certificates to confirm with your Web browser that you are accessing the TELUS Web server.

  • Your username and password are confirmed to ensure account information is provided only to the correct username and corresponding password. An incorrect username or password will result in failure to access account information. The strength of this layer of authentication greatly depends on the strength and complexity of your user password.

5 Tips on how to set strong passwords:

  • Long passwords are your friend: Attackers need to try many more combinations to crack a long password. Eight lower-case letters have 208 billion combinations. Ten lower-case letters have 600 times more combinations: 141 trillion! If some of those characters are special symbols and a mix of upper and lower case, the number of combinations goes up exponentially.
  • Passphrases are also your friend: Use simple phrases that are easy for you to remember but hard for an attacker to determine. A good passphrase has a mix of lower and upper case letters. You can make them stronger if you replace letters with numbers or symbols, such as replacing the letter ‘a’ with the ‘@’ symbol or the letter ‘o’ with the number zero. It’s a good idea to use a phrase that means something to you. For instance, take “I hate fraudsters” and change it to “iH8fr@d$turZ”.
  • Reusing your passwords is like giving hackers the master key: Never use the same password on different accounts or devices, or reuse your work or banking passwords for personal and social media accounts such as Gmail, Facebook or Twitter. If you do, you make it easier for an attacker to break into all your accounts at once.
  • Sharing is not caring: If anyone else knows your passphrase, it’s not secure.
  • Keep your world mobile and secure: Your mobile device is a gateway into your world, especially if it gets into the wrong hands. That’s why you should use a PIN to protect access to it. The longer your PIN, the more secure it is. Many devices allow you to change your PIN to a passphrase.

We also maintain and monitor an audit log, which tracks the use of our security processes and highlights any suspicious activity.


How can I help to keep my information secure?

There are some easy steps you can take to keep your information secure:

  • Always memorize your username and password rather than writing them down.
  • Do not share your username and password with anyone.
  • Do not leave your authenticated session active, always log out when you finish.
  • Do not use public computers to access your personal accounts. If you must use a public computer, clear the history and cache at the end of your session by accessing the internet options tab in your browser. Also make sure you log out and close the browser.

Why does my TELUS session expire?

A session is a period of time when you have logged in to telus.com and are navigating through the site. In order to protect your information, the telus.com site has been designed to end your session automatically after 30 minutes of inactivity. The connection will automatically end and you will need to log in again with your username and password.

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