Telus resolves mobile service problems that impacted Canadians across the country [Update]

It's unclear what caused the outage

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Updated July 12th, 2023, 10:33AM ET: Telus has confirmed the outage only impacted wireless services. Issues related to wireline services were “isolated incidents.”

Updated July 11th, 2023, 10:52PM ET: Telus says the issue has been resolved as it continues to investigate the cause of the outage.

Here’s what a spokesperson told MobileSyrup:

“Earlier this morning, a small number of Telus customers across Canada using Voice over LTE (VoLTE) calling may have experienced intermittent service disruption. Our crews resolved the issue for the vast majority of affected customers this afternoon, and we continue to investigate the root cause. If anyone is still encountering intermittent service we recommend turning their airplane mode on and off.”

As previously reported, some customers were also facing issues with their home phone and internet connections. It’s unclear what customers can do if they are still facing problems in these areas.

Telus’ website states the issue started at 9:08pm on July 10th. It appears that Telus only recently added outage information to its website.

The original story continues below:

Some Telus customers appear to be going through a service outage.

According to Downdetector.ca, problems appear to be occurring across the country. The website noted a spike in complaints starting around 10am ET/7am PT, which stayed consistent at the time of writing.

A majority of the complaints note an issue with mobile connectivity. However, users have taken to Twitter to share that their home phones and internet are also down.

Just before 2pm ET/11am PT today, Telus tweeted that some mobile customers using VoLTE might be experiencing issues with calls and texts. At the time of writing, Telus’ website only shows active outages in B.C. and Alberta, with the latest taking place in the evening hours of July 10th. It’s unclear why outages in other parts of the country aren’t reflected on the website.

Problems are also occurring with its flanker brand Koodo, with an uptake in recent reports on Downdetector’s website.

MobileSyrup has reached out to Telus for more information.